Hero CX (customer experience) is Hero MINDMINE's offering to help businesses transform with incredible customer experience. Hero CX maps business growth across product - marketing and support, the critical business touch-points that a customer engages with. Hero MINDMINE is part of the $5.6 Billion Hero Group.

2. What unfair advantage does
your business have that will
ensure growth and success in
this hyper-competitive market?

3. Lessons in creating a phenomenal
CX*
*Customer Experience

4. What has Uber created that is
hard to replicate?
The consistency of customer
experience.

5. What message does Indigo
airlines re-inforce you with
everytime?
On-time!

6. What does Patanjali say about
their products everytime?
Shudhh

7. Why do you buy an apple
product, when you can get stuff
done with a cheaper and branded
device?
Consistent experience!

8. CX is the battlefield for every
business today. (SMEs and
Startups included)
Win with a phenomenal CX!

9. Imagine you are planning to buy a
branded good. Anything!
What is the first action you will
take before you actually buy?

10. 90%+ people say this:
1. Search online
2. Ask friends on fb
3. Experience at the showroom/
website
4. Buy!

11. Remember, your customer will
buy if he/ she gets a consistent
experience across all touch
points.

12. As a small business how should
you invest in a consistent
customer experience?
+
How will you measure success of
this investment?

13. CX = product
+
message/ marketing
+
customer support
-
risk

14. #1: Product
Of-course you can do anything
with technology, but keep your
product incredibly easy.

15. How can you create consistency with product?
Your customer must be able to:
1. Search faster
2. Get relevant information faster
3. Checkout faster

16. Time the search to transaction
flow.
Be the ‘easiest’ amongst your
competitive landscape.

17. #2: Message/ Marketing
The color, font & choice of
words must be so consistent that
your customers sub-consciously
recall your brand everytime they
see, hear the message!

18. How can you create consistency with messaging?
Create consistency in:
1. Color – on web, mobile,
brochures, T-shirts.
Everywhere.
2. Font - size and edges matter.

19. 3. Choice of words – repeat the
words so often that they
become a language between
your business & the customer!

20. But how will you know what
message will create maximum pull
and lead to increased sales?

21. • Offline:
Listen to your customers speak. Don’t intervene,
simply enjoy and be part of the conversation.
In their sub-conscious people engage in
discussions most meaningful to them.

22. • Online:
Use online tools to predict the following:
1. Industry trends (what content is rising)?
2. Customer trends (what content are your
potential customers consuming)?

23. How can you create consistency with support – pre
purchase?
Community – Q&A.
Answer customer questions in a
community. Be 100% available.

24. How can you create consistency with support – post
purchase?
• Social media
Be available. Even if it takes outsourcing the
operation to a 2 people team (almost like your
extended team), do it.
• Phone
Important. Outsource as you scale.

25. But how will you maintain consistency with an
outsourced team?
• Inspire & align with culture
Meet your outsourced team often and instead of
keeping them as third party resources, engage
them in your mission.

26. How will you protect your CX?
• Product: create the easiest experience and build
IP
• Message/ marketing: don’t protect. Let this
spread. Jobs once said Insanely great, people
use it all the time referring to Apple!
• Support: be finicky. Create new standards. Your
CX is not your NPS score.

27. What’s the first step you must
take?
1. Figure out the gap in your venture across
product, marketing and support
2. Create a 1 week special project & ask a third
party to suggest you exact solutions that can be
measured
3. Mark out a budget. Begin a 3 months POC and
seek success.