On Wednesday, Orkla ASA, a Norwegian industrial investment firm that holds ownership of MTR Foods, announced the consolidation of its Indian operations into a single business entity called Orkla India. This move positions Orkla India as one of the twelve independent portfolio companies within the organization.
As part of this restructuring, three distinct business units have been established: MTR, Eastern, and International Business (IB).
According to the company, this step will bolster the overall business capabilities and foster a more concentrated growth strategy across the various business units.
In the midst of this restructuring, Sanjay Sharma from MTR will assume the role of CEO for Orkla India. In this capacity, Sharma will be in charge of supervising the three distinct business units, each with its own CEO reporting directly to him.
The company announced that it will expand its product range to include offerings from MTR and Eastern, while also strengthening its global presence through the recently formed IB unit.
MTR and Eastern will retain their distinct brand identities, while capitalizing on the shared synergies, scale, expertise, and cost advantages facilitated by this restructuring.
Atle Vidar Nagel Johansen, Chairman of Orkla India, said, “Our acquisition of Eastern has significantly scaled our business in India reaffirming our position in this market. The three business units will play a pivotal role in fortifying Orkla’s overall portfolio which believes in the strength of local brands and leadership within distinct markets.”
On this reorganization, Sharma said, “Each of our business units is at a different stage of evolution, and under one umbrella of Orkla India, we will have a deep dedicated focus to accelerate their growth.”
Krishankant Rathi, Founder of First Bridge; Ayush Tainwala, CEO of Bagzone Lifestyles, and Vishal Gupta, Co-Founder of First Bridge
Bagzone Lifestyles, the parent firm of the fashion accessories label Lavie, secured $9 million in funding from the First Bridge India Growth Fund.
As per the company’s statement, this collaboration assists in establishing the company as a frontrunner in the fashion accessories sector. Given the handbag market’s proximity to INR 10,000 crore, the company asserts its market share to be in the range of 5–10 percent.
The company intends to utilize the funds for expanding its in-house manufacturing capabilities, setting up a 150,000 square foot facility. Furthermore, it envisions broadening its offline footprint through the inauguration of 300 exclusive brand outlets.
Further, “we are planning to introduce a new product category by the end of this year. The production for this category is still in its initial stages,” Ayush Tainwala, CEO of Bagzone Lifestyles, said.
“We are very excited to partner with First Bridge. They come with a long track record of building many successful consumer businesses. We hope to grow 10X in the next few years and become a multi-category, multi-brand business,” Tainwala added.
During the fiscal year 2023, it achieved customer sales totaling INR 500 crore.
At the same time, it seeks to attain a 70 percent localization rate in its procurement initiatives, all the while increasing its physical store footprint. As a consequence of this growth strategy, it anticipates generating employment opportunities for 1,000 people across the country, thereby making a direct contribution to the nation’s economic advancement. Moreover, it plans to enter Tier-2 and Tier-3 markets.
Managing Partner of First Bridge, Vishal Kumar Gupta, said, “The company operates in a market that will benefit from the shift to organised and an exponential increase in women’s consumption in the next few years. We are confident of a successful journey of hyper-growth with team Lavie.”
As per a recent Statista survey, the handbags sector in India is expected to achieve a revenue of $4.19 billion in 2023, projecting an estimated annual growth rate of 6.14 percent from 2023 to 2026 (CAGR 2023–2026).
Hyperlocal services unicorn Urban Company has diversified its portfolio by venturing into the world of branded products, marking its entry with the introduction of a fresh range of smart RO water purifiers under the sub-brand ‘Native’.
Urban Company asserts that ‘Native’ stands as India’s pioneering line of water purifiers, boasting a remarkable two-year maintenance-free operation and an impressive capacity to produce 12,000 liters of pure water without the need for filter replacements. To put this into perspective, key competitors in this sector encompass brands like Livpure and DrinkPrime.
Manufactured in India, Native water purifiers feature cutting-edge ‘rapid reverse rinse’ technology and multi-micron filter surfaces, enhancing the longevity of the filters to an impressive two years. This innovation substantially lowers the overall ownership costs for consumers.
Urban Company has introduced two distinct RO water purifier models, namely the M1 and M2, with the Native M2 water purifier available at an introductory price of INR 17,499, while the M1 model is priced at INR 13,499.
Furthermore, the company stated that the M2 version of its RO device incorporates IoT functionality, allowing users to monitor real-time metrics such as Total Dissolved Solids (TDS) levels, water consumption, and filter life status through the Urban Company app.
Presently, these products can be found on the Urban Company app, website, and Amazon. They will also soon be offered in offline retail locations at Croma stores.
Additionally, the company will provide a comprehensive warranty at no additional cost, covering filters, membranes, and all other spare parts for the entire two-year duration, as per their statement.
According to the company’s assertions, the Native M1 incorporates a nine-stage filtration process, effectively eliminating 99.99% of impurities, including chemical contaminants like metal ions, chromium, lead, sodium, and reducing arsenic, radium, fluoride, sulfate, and magnesium. On the other hand, the M2 device offers an enhanced ten-stage filtration system, encompassing all the stages of the M1 model, and additionally featuring copper-charged filters, as stated.
“Over the past few years, we have repaired and serviced over a million water purifiers. One pain point we constantly heard from customers is why water purifiers need filter changes and servicing every few months. We decided to address this problem head-on with our new range of Native water purifiers,” said Abhiraj Singh Bhal, Co-Founder and CEO of Urban Company.
In addition to the water purifiers, the company’s app also presents purchasing options for the Native Smart Locker. Notably, Urban Company has not issued any official statement regarding the launch of this product.
Established in November 2014 by Abhiraj Bhal, Raghav Chandra, and Varun Khaitan, Urban Company has emerged as a prominent player in the technology-driven home services sector. The company provides a diverse array of services, including salon and massage, home cleaning, appliance repairs, and painting. With a presence in over 50 cities across India, the UAE, Singapore, and the Kingdom of Saudi Arabia, it has established a strong international footprint.
This startup has received backing from notable investors, including Tiger Global, Steadview Capital, and Vy Capital.
The company found itself embroiled in controversy recently due to a series of protests by its gig workers, who raised concerns about the company’s alleged partner practices.
Recently, Urban Company claimed that its Indian operations, at an adjusted EBITDA level, achieved breakeven in the first quarter of fiscal year 2024, all while maintaining a negative working capital.
The net loss saw a substantial reduction of more than 40%, dropping to INR 308 crore in FY23 from INR 514 crore in the prior fiscal year, primarily attributable to robust business growth.
Foodtech giant Zomato’s event branch, Zomato Live Entertainment, has revealed that the upcoming Zomaland festival, an exciting fusion of food and live entertainment, will mark its fourth edition starting on November 4th in Pune.
In its latest edition, Zomaland is set to be hosted in eight cities: Pune, Mumbai, Delhi, Bengaluru, Chandigarh, Hyderabad, Ahmedabad, and Kolkata.
Zomaland is a carnival organized by Zomato Live, which brings together a delightful fusion of food, performances by artists from across the country, and various other engaging experiences.
The Zomaland 2023-24 carnival will kick off in Pune and then continue its journey through Ahmedabad, Delhi, Chandigarh, Hyderabad, Mumbai, Kolkata, and Bengaluru. Although the event lineup for Pune is still under wraps, tickets are already up for grabs on both Zomato’s food delivery app and Paytm Insider.
This year, the ticket price for Zomaland starts at INR 599, marking an increase from last year when it commenced at INR 499.
Commenting on the previous editions of Zomaland, Zeenah Vilcassim, CEO of Zomato Live, said, “The previous seasons of Zomaland charmingly captured the heart of each city and this year, we are gearing up to take it to new heights. It is a true celebration of food, music, and culture and we can’t wait to entertain and delight our audiences as alway.”
In a statement, Zomato Live announced that the upcoming season of the carnival will feature more than 60 establishments in the food industry.
According to Zomato Live, during the last season of Zomaland, the event attracted a footfall of over 175,000 attendees and featured the participation of more than 400 restaurants across seven cities.
Over the recent years, live events have become a significant business prospect for Zomato. In the context of revealing its financial results for the first quarter of FY24, Zomato expressed its consideration of separating the ‘Going Out’ category, encompassing Zomato’s dining out and live events ventures, into a distinct mobile application.
It’s important to highlight that Zomato recorded its first profitable quarter, achieving a post-tax profit of INR 2 crore in Q1 FY24.
This development has provided a significant uplift to the company’s stock price, with its shares trading more than 75% higher year to date. On Wednesday, the company’s shares reached a new intraday 52-week high for the second consecutive day, and at 03:15 PM IST, they were trading 2.6% higher at INR 108.85 on the BSE.
In another major shakeup within the troubled Dunzo, Sudharshan N, the head of finance, has parted ways with the quick commerce startup.
Sudharshan’s LinkedIn profile indicates that he concluded his role as the head of finance at Dunzo in September 2023, following a year-long tenure with the company. This departure coincides with a period of turmoil at the quick commerce startup, characterized by financial challenges and delays in employee salary disbursements.
The company’s financial leadership transition remains uncertain.
Sudharshan’s time at Dunzo, which lasted only 14 months, marks the briefest chapter in his career. Previously, he dedicated almost four years to the prominent foodtech company, Swiggy, and nearly eight years at Ernst & Young (EY). An alumnus of Bangalore University, Sudharshan holds an undergraduate degree in commerce and is a certified chartered accountant (CA).
Significantly, the departure occurs during a period when Dunzo has faced financial challenges and has been actively seeking investment capital. Just last week, there were reports that the company was preparing to seek board approval for a rights issue, aiming to secure up to $35 million, but at a considerably reduced valuation. The startup had apparently been intending to secure the funds with a valuation of $200 million, a substantial decrease from its earlier valuation of $800 million.
Sudharshan was at the heart of the startup’s fall from grace, overseeing delayed salaries and missed payment deadlines due to cash flow issues. Despite pledging multiple times to release pending salaries that have been held since July, the startup has now pushed the deadline all the way to January-February 2024.
In addition to Sudarshan, Dalvir Suri, one of the Co-Founders of Dunzo, has departed from the company. Reports emerged last week indicating that another Co-Founder, Mukund Jha, is currently in the process of leaving the startup. Furthermore, Ashwin Khasgiwala and Rajendra Kamath from Reliance Retail, along with Vaidehi Ravindran from Lightrock India, have resigned from Dunzo’s board.
Additionally, there have been significant departures from various teams, such as the departure of Akansha Kumari, who served as the head of the product team. These exits have contributed to high attrition rates, which have been further exacerbated by extensive layoffs that have taken place over the past year.
In the meantime, it’s been reported that the company has chosen OneTap, a payroll financing company, to ensure timely wage payments and mitigate the salary crisis.
The unfolding saga began when it became apparent that the quick-commerce giant had accumulated cumulative losses exceeding $150 million, despite generating only $12 million in revenue between 2018 and 2022.
With losses steadily depleting the $240 million in funding raised from Reliance Retail, the company initiated a restructuring initiative. This involved reducing the workforce and shifting towards a hyperlocal model, all while competitors like Blinkit, Zepto, and Swiggy Instamart surged ahead in the market.
As the company readies itself for more financially constrained periods, the question remains whether it can successfully avert the ongoing crisis.
The world of business is a dynamic, ever-evolving ecosystem. To thrive in this environment, it’s crucial to have a well-structured and adaptable sales process that can help your product shine. Creating a winning sales process is about more than just closing deals; it’s about building relationships, solving problems, and ensuring long-term success.
1. Know Your Product Inside and Out
Before you can sell it effectively, you need to understand your product like the back of your hand. This knowledge isn’t just about the features; it’s about knowing how your product addresses your customers’ pain points and fulfills their needs. Be ready to answer any question, anticipate objections, and communicate the value your product brings.
2. Understand Your Audience
Different products are made for different people. Knowing your target audience is paramount. Create detailed buyer personas to understand the unique needs and preferences of your potential customers. This will help you tailor your sales process to speak directly to their concerns and desires.
3. Develop a Consistent Sales Framework
Consistency is key in sales. Your sales team should follow a standardized process from the first point of contact to closing the deal. This ensures that every customer interaction is optimized for success. Outline the stages your leads go through, from initial outreach to follow-ups, and stick to this structure.
4. Effective Sales Training and Onboarding
Equip your sales team with the knowledge and skills they need to excel. Offer comprehensive training and onboarding programs to ensure that everyone on your team is on the same page. This consistency in approach will help maintain your brand’s integrity and customer experience.
5. Personalization is Powerful
While consistency is crucial, so is personalization. Tailor your approach to individual leads whenever possible. Show them that you’re genuinely interested in solving their specific problems. Personalized communication builds trust and strengthens relationships.
6. Sales Tools and Technology
Leverage the power of technology and sales tools. Customer Relationship Management (CRM) software, email marketing platforms, and analytics can streamline your sales process, helping your team work more efficiently and make data-driven decisions.
7. Effective Communication and Active Listening
Successful salespeople are not just skilled talkers; they’re also active listeners. Pay attention to your customers’ needs and concerns, and address them effectively. Open, two-way communication helps build trust and rapport.
8. Objection Handling
Objections are a natural part of the sales process. Prepare your team to handle objections professionally and persuasively. Understanding objections can actually be an opportunity to provide more information and demonstrate the value of your product.
9. The Art of Closing the Deal
The final step is often the most challenging: closing the deal. Your team should be well-versed in various closing techniques, such as the assumptive close, the summary close, or the trial close. Each approach can be used to nudge the customer towards a decision.
10. Continuous Improvement
A winning sales process is not static; it’s an ever-evolving strategy. Regularly assess the results and feedback, and be ready to adjust and improve your process as needed. Monitor key performance indicators and leverage data to refine your approach.
Developing a winning sales process is a continuous journey. It’s about understanding your product, your audience, and your team’s strengths and weaknesses. By building a consistent, personalized, and adaptable sales process, you can navigate the challenges of the business world and set your product on the path to long-term success. Sales isn’t just about transactions; it’s about building relationships, solving problems, and ensuring that your product truly shines in the market.
Capturing consumer attention is only the beginning in the ever-changing world of business. The actual problem is to turn a passing interest in your product into a deep and persistent knowledge of it. This shift from simply knowing about your service to becoming well-versed in its features and benefits may be game-changing for any company.
1. Lay a Strong Foundation: Know Your Product Inside Out
Before you can expect consumers to become experts in your product, you need to master it yourself. This means understanding every facet of your product, from its features to its benefits and potential applications. This deep knowledge will empower you to communicate effectively and address any questions or concerns from potential customers.
2. Clear and Compelling Communication
To bridge the gap between awareness and expertise, your communication must be crystal clear. Use simple, jargon-free language to describe your product’s features and benefits. Create compelling content that highlights what sets your product apart. Whether it’s through your website, social media, or marketing materials, effective communication is the first step in educating your consumers.
3. Create Informative Content
Educational content is a powerful tool for building consumer expertise. Consider starting a blog, hosting webinars, or even making video tutorials that provide in-depth information about your product. These resources not only educate your audience but also position your brand as a valuable source of information.
4. Harness the Power of Customer Reviews and Testimonials
Peer-to-peer recommendations and reviews can be incredibly influential in building consumer knowledge. Encourage satisfied customers to leave reviews and testimonials. Sharing real-world experiences helps potential customers better understand how your product can solve their problems or meet their needs.
5. Offer Training and Support
Providing training and support materials can be instrumental in helping customers become experts in your product. This might include user guides, FAQs, or even dedicated customer support channels. A well-informed customer is more likely to use your product to its full potential and share their positive experiences with others.
6. Customer Feedback Loops
Listening to your customers and incorporating their feedback can be a valuable source of information for both product improvement and customer education. Continuously seek feedback through surveys, social media, or direct communication. When customers see their suggestions being considered and implemented, they feel a deeper connection to your brand.
7. Loyalty Programs and Exclusive Content
Loyalty programs not only reward customers for their repeat business but also provide opportunities for further education about your products. Offer exclusive content or early access to new features to reward loyal customers and keep them engaged.
8. Demonstrations and Product Experiences
Live demonstrations and hands-on experiences can be incredibly effective in building consumer knowledge. Whether you have a physical product or offer a service, providing opportunities for consumers to see, touch, or experience your offering firsthand can be transformative.
9. Leverage Social Proof
Highlight endorsements and partnerships with influential individuals or organizations. When respected figures vouch for your product, it can significantly boost your credibility and consumers’ trust in your expertise.
10. Evolve and Innovate
The business landscape is in constant flux. To maintain consumer expertise in your product, continue to innovate and evolve. Regular updates, new features, and staying ahead of industry trends will keep your customers engaged and informed.
In the end, the journey from awareness to expertise is a process that requires patience and dedication. By offering clear and compelling communication, educational resources, and excellent support, you can transform casual consumers into well-informed advocates for your product. The result? A loyal customer base that not only buys from you but also helps spread the word about your product’s value and versatility.
Success in the ever-changing business scene is dependent on a thorough grasp of your target audience. However, in a world where consumers are more diverse and intelligent than ever, how can you identify and engage with your ideal customers? Identifying your target demography is the first step towards building a solid client base, personalizing your products or services, and adopting efficient marketing methods. Let’s get started on identifying your target demographic.
Step 1: Market Research is Key
Start with robust market research. This entails gathering and analyzing data to understand who your customers are, where they live, and what they need. Look at industry reports, conduct surveys, and study competitors in your niche. By examining market trends and customer behavior, you can gain valuable insights into your target demographic.
Step 2: Create Buyer Personas
Once you’ve collected data, it’s time to create detailed buyer personas. A buyer persona is a fictional representation of your ideal customer. It includes demographic information, behaviors, and preferences. By developing these personas, you can humanize your customers, which makes it easier to tailor your offerings to their specific needs.
Step 3: Analyze Existing Customers
Your current customers can provide a wealth of information. Examine your customer database to identify trends and common characteristics among your most loyal clients. What are their demographics? What products or services do they frequently purchase? This data can help you identify your target demographic and develop strategies to attract more customers like them.
Step 4: Segment Your Audience
Your customer base is likely diverse, so it’s important to segment your audience. Group your customers based on shared characteristics, such as age, location, income, and interests. By breaking down your audience into manageable segments, you can customize your marketing efforts for each group.
Step 5: Analyze Competitor Success
Your competitors may have already done the legwork in identifying their target demographic. Study their marketing strategies and customer base to see who they’re successfully attracting. While you shouldn’t copy their strategies outright, this information can help guide your own efforts in reaching similar audiences.
Step 6: Test and Refine
Identifying your target demographic is an ongoing process. Continuously test and refine your approach. Monitor the success of your marketing campaigns, collect feedback from customers, and adapt your strategies as needed. Over time, your understanding of your audience will become more precise, leading to more effective marketing efforts.
Step 7: Keep an Eye on Emerging Trends
The world is in a constant state of change, and consumer preferences evolve. Stay updated on emerging trends, technologies, and cultural shifts that may affect your target demographic. Being agile and adaptable will ensure your business remains relevant and engaging to your audience.
The Power of Knowing Your Target Demographic
Identifying your target demographic isn’t just about honing in on a niche market; it’s about building stronger connections with your customers. By understanding their needs and preferences, you can deliver products or services that truly resonate. This not only fosters customer loyalty but also helps your business thrive in a competitive marketplace.
Recognizing and connecting with your target demographic is a foundational step for any business. It’s the difference between casting a wide net and hitting a bullseye with your marketing efforts. By conducting thorough research, creating detailed buyer personas, and continuously refining your approach, you’ll be well-equipped to engage, satisfy, and grow your customer base.
Gone are the days when generic menus and one-size-fits-all culinary offerings reigned supreme. Consumers today are more discerning and health-conscious than ever, and they crave unique, tailored dining experiences. Niche gastronomy is the art of specializing and customizing your food brand’s approach to cater to these specific tastes and preferences.
This approach involves understanding the unique needs, desires, and cultural backgrounds of your target audience and crafting menus, recipes, and food experiences that resonate with them. Whether it’s gluten-free, vegan, farm-to-table, or a particular regional cuisine, niche gastronomy allows food brands to connect with consumers on a more profound level.
The Power of Personalization
Personalization is the cornerstone of niche gastronomy. By gathering insights about their target audience, food brands can create menus that cater to specific dietary requirements and culinary preferences. This not only drives customer loyalty but also attracts new patrons who value having their unique tastes recognized and satisfied.
For instance, a high-end restaurant specializing in molecular gastronomy might attract a niche audience of adventurous foodies who appreciate the artistry behind their dishes. On the other hand, a fast-casual eatery focusing on locally-sourced ingredients and organic options could target health-conscious consumers looking for environmentally responsible choices.
The Benefits of Going Niche
Enhanced Customer Loyalty: By delivering precisely what your target audience desires, you’re more likely to establish a loyal customer base that keeps coming back for more. This helps to build brand recognition and long-term success.
Effective Marketing: Niche gastronomy provides a natural focal point for your marketing efforts. By catering to a specific audience, you can develop tailored marketing campaigns that speak directly to your potential customers.
Reduced Competition: Specializing in a niche area can mean less competition in the marketplace. When you own a unique culinary space, you’re less likely to face direct competition from mainstream, generic food brands.
Higher Profit Margins: Catering to a specific audience often allows for higher price points. Customers are willing to pay more for food that aligns with their values and preferences.
Real-World Success Stories
Several food brands have achieved remarkable success by embracing niche gastronomy. Here are a few examples:
Vegan and Plant-Based Delights: Brands like Beyond Meat and Impossible Foods have transformed the way consumers view plant-based foods. By targeting health-conscious and environmentally-minded consumers, they’ve achieved widespread acclaim and significant market share.
Gluten-Free Goodness: Udi’s Gluten-Free, a brand dedicated to producing gluten-free bread and baked goods, has created a dedicated following among individuals with gluten sensitivities.
Farm-to-Table Excellence: Restaurants like Chez Panisse in Berkeley, California, have capitalized on the farm-to-table movement, focusing on locally-sourced, seasonal ingredients that resonate with eco-conscious diners.
Embracing the Niche Gastronomy Revolution
In the modern food landscape, customization and niche gastronomy are no longer mere trends but essential strategies for success. Consumers are more discerning, health-conscious, and culture-aware than ever before. By understanding your target audience and personalizing your culinary offerings, you can create a thriving food brand that caters to the unique tastes and preferences of your audience.
As the food industry continues to evolve, brands that embrace niche gastronomy will be at the forefront of this gastronomic revolution, leading the way towards a more diverse, flavorful, and personalized dining experience for all.
Understanding and optimizing the customer experience is critical in today’s highly competitive corporate world. The customer journey map is an excellent tool that has gained popularity in recent years. These visual depictions of a customer’s engagement with a brand may give essential insights and assist organizations in creating more meaningful and engaging experiences.
A customer journey map is a visual representation of a customer’s interactions with a brand across various touchpoints and channels. It’s designed to capture the customer’s perspective, emotions, and pain points throughout their journey. Here’s why it’s so powerful:
Empathy: It allows businesses to step into the shoes of their customers, gaining a deeper understanding of their needs, desires, and frustrations.
Alignment: It aligns cross-functional teams, ensuring that everyone in the organization is focused on delivering a cohesive and exceptional customer experience.
Identification of Pain Points: It highlights pain points and bottlenecks in the customer journey, enabling businesses to address them proactively.
Opportunity Spotting: It uncovers opportunities for innovation and improvement, helping companies stay ahead in a competitive market.
Creating a Customer Journey Map
Define the Customer Persona: Start by defining the customer persona or segment you want to map the journey for. Understand their goals, needs, and pain points.
Identify Touchpoints: List all the touchpoints where the customer interacts with your brand. These can include social media, website, emails, customer service, and more.
Map the Journey: Create a visual representation of the customer’s journey, from the initial awareness stage to post-purchase. Use a timeline format, and include emotions, actions, and pain points at each stage.
Gather Data: Collect data from customer surveys, interviews, feedback, and analytics to inform your map. Qualitative and quantitative data provide a comprehensive view.
Empathy Mapping: Consider the customer’s emotions, thoughts, and motivations at each touchpoint. What are they feeling, and why?
Identify Pain Points: Highlight areas where customers encounter friction, frustration, or dissatisfaction. These are opportunities for improvement.
Opportunity Mapping: Identify areas where you can enhance the customer experience or add value. Look for moments of delight or potential upselling.
Cross-Functional Collaboration: Involve teams from various departments, such as marketing, sales, customer support, and product development, to ensure a holistic view of the journey.
Applying Customer Journey Insights
Enhance Touchpoints: Based on the insights gained, make improvements to specific touchpoints to reduce friction and improve the overall experience.
Personalization: Use the data to personalize interactions and tailor messaging to meet individual customer needs.
Innovation: Identify opportunities for innovation and the development of new products or services that address customer pain points.
Training and Culture: Train employees to understand and empathize with the customer journey. Foster a culture of customer-centricity within the organization.
Success Stories in Customer Journey Mapping
Disney: Disney’s theme parks are known for their exceptional customer experiences. They use journey mapping to understand the visitor experience and make continuous improvements.
Airbnb: Airbnb created detailed journey maps to understand the host and guest experiences, leading to enhancements in their platform and services.
Starbucks: Starbucks employs journey mapping to improve the in-store and mobile app experiences, ensuring seamless interactions for their customers.
Creating roadmaps of experience through customer journey mapping is a strategic imperative for businesses that want to stay competitive in the modern landscape. By gaining a deeper understanding of the customer’s perspective, identifying pain points, and uncovering opportunities for improvement and innovation, companies can not only enhance the customer experience but also foster loyalty and long-term success. It’s a journey worth embarking on for any business aiming to create meaningful and lasting connections with its customers.
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