How do you make customer satisfaction an attainable goal?

Customer satisfaction directly impacts customer retention, loyalty, lifetime value, and long-term success. It is the degree to which a product or service meets or exceeds customer expectations.

Businesses increasingly recognize the importance of customer satisfaction, as it leads to repeat business, positive word-of-mouth, and a competitive edge. Here are some interesting statistics:

• A report by American Express states that happy customers are willing to spend 17% more on average for a product or service.
• A Nielsen study reported that 92% of consumers trust recommendations from friends and family over advertising.
• The World Economic Forum highlighted that customer satisfaction is vital for international competitiveness, influencing a country’s economic prosperity.

The discussion aims to understand the importance of customer satisfaction and how it can be enhanced.

Listen to our panelists discuss specifically:

• How do you understand your customer expectations? What kind of surveys, feedback, and data analysis do you use?
• Customer experience is at the core of everything a business should do, and personalization plays a huge part. How do you personalize your offerings for your customer segments?
• What impact does your customer support and service have on your customer satisfaction levels? How do you measure them?
• What role do people in your organization play in ensuring high levels of customer satisfaction? How do you empower them?
• Can you give some examples of how you have made customer satisfaction a top priority in your organization?

Meet The Panelist

Senior Manager - Service Delivery at MattsenKumar LLC

Karan Gupta

Karan is the Senior Manager handling service delivery at MattsenKumar. He is a visionary and a results-driven, client-centric professional with close to a decade of experience in driving business and revenue growth.

Karan has extensive experience in a wide range of outsourced industries. He drives operational excellence with customers in the middle of everything.

Chief India Operations Officer at Mondee

Vinay Kanchi

Vinay is currently Chief India Operations Officer at Mondee Tech. His focus has been in CX, operations, and strategy in the outsourcing and captive space. He has been instrumental in setting up successful delivery sites in multiple countries like the Phillipines, India, China, and Canada for various clients.

He believes in ensuring employee satisfaction, customer satisfaction, NPS, and revenues with strong bottom line. Prior to Mondee, he has had stints with Innowia, Fareportal, Datamatics, InterGlobe, WNS, Airtel, and Philips.

Principal Product Manager at Ring

Pramod Mohandas

Pramod is a product manager with over ten years of experience scaling products, leading teams, and solving business problems through digital solutions.

He has had stints with TCS, Hidden Brains Infotech, and LEAD School and is currently with Ring. He works closely with the CX teams to gather feedback and insights to enhance the product to meet customer needs better.

He firmly believes that customer satisfaction is everyone's responsibility, and his product management philosophy revolves around the customers. He is an award-winning public speaker and a distinguished Toastmaster.

Executive Vice President at ClearTouch

Uthaman Bakthikrishnan

I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.