The evolution of the customer over the years has meant that organizations need to come up with strategies that are not just out of the box but also ones that improve loyalty and retention rates. At the same time, it's important to have a clear vision and ensure that your employees are aligned to it - that's how great brands happen!

2. INTRODUCTION
• The dynamic of the customer-brand relationship has evolved immensely over the
past few years. This is partly owing to more awareness and power exercised
by customers.
• Customers love to engage with brands they can connect to on an emotional
level –
they look for moments/experiences they can relate to. This not only transcends
the transactional aspect but also dictates things like loyalty, retention, etc.
• So, brands today really need to adhere to high standards, uniformity and
consistency when dealing with customers. They need to think bigger, not settle
for mediocrity, and provide customers with a complete delightful experience
at every single interaction.

4. • “People don’t buy what you do. They buy why you do it.” - Simon Simek.
• A strong vision can help your brand travel from where you are to where you
wish to be. It is something that serves as the foundation and a guiding light
when you take organization-wide decisions and create customer strategies.
• The vision of a company encompasses all the ideas, guidelines, cultural
values
and most importantly, the mission statement of the firm. A clear vision is the
pre-requisite to delivering consistent customer experiences all the time.

6. • ‘Defining your target market or niche is the single most important decision you
can make as an entrepreneur’ - Saskia Gregory.
• No matter how hard you try, it is impossible to please everyone. This is why
you need to identify your niche market.
• For this, you need to understand your customers, and then understanding
whether their expectations are in-sync with your product/service offerings.
• Collecting customer feedback will help narrow down on your niche, the type
of audience you want to target, and how to adapt your offerings to these
customers.

8. • “It’s not the tools you have faith in, tools are just tools, they work or they don’t. It’s
the people you must have faith in or not.” - Steve Jobs.
• It is essential to ensure that every single employee is aligned with the larger
vision of your brand. It’s the employees who make up the brand. Which is why
their commitment is most important.
• To reach this state, however, organizations need to invest in employee
engagement and come up with initiatives to keep the workforce motivated at al
times. Build a
lively ambience at the workplace, reward employees who do great work and
also impart a constant training and knowledge program

10. • "When dealing with people, remember you are not dealing with creatures of logic,
but creatures of emotion” - Dale Carnegie.
• Keeping your customers hooked is an art. They are assets of primary
importance. Lose their attention and expect them to defect away to competitors.
• Strive on creating a ‘total engaging experience’ for the customer. It’s important
to exceed customer expectations every now and then, show them that you really
do care about their lives and not just the business part of it.

11. CloudCherry is the definitive Real-Time and Omni-
channel CUSTOMER EXPERIENCE MANAGEMENT
platform that helps customer-facing brands track,
measure & improve Customer Delight – which results in
better customer experience, greater customer loyalty and
profitability.