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Day 4 of the REMI Owner Developer Program started off with a bang as the faculty from IIM \u2013Kolkata turned every participant\u2019s idea of customer centricity upside down.<\/p>\n
Long held beliefs and the \u2018way it has always been done\u2019 kind of thought processes were quite literally challenged and decimated.<\/p>\n
Prof. Ranjan Das, an expert in Strategy with long years of corporate experience was in a great space to explain why current approaches to customers need a lot of work.<\/p>\n
Giving examples from Amazon to Apple and regaling the group with loads of live examples and stories lucidly told, he led the participants into a \u2018customer journey\u2019 concept rather than just a \u2018one-time\u2019 touch point concept. This journey is all about understanding customer value, he stressed.<\/p>\n
The entire customer centricity model actually begins with the basic question WHAT VALUE MEANS and further explaining Value to Customer and Value Of Customer \u2013 all exciting concepts that compel a change in perception and subsequent action.<\/p>\n
Starting with the sales pitch, Prof. Das clearly explained how the Product & Delivery is actually subservient to the Customer Solution and Experience.<\/p>\n
In fact he emphasised that one needs to spend 90% of time identifying the customer problem and then 10% seeking solutions, as that would actually directly impact the sales process and the sales numbers. A sales person\u2019s only job is to understand your customer\u2019s anxiety \u2013 and that was the shortest one line job description for a sales profile!<\/p>\n
The outcome of a customer centric approach would then be felt in real time as \u2018People do business with people that they like\u2019! The introduction of RERA too was not to be seen as a negative but clearly a positive development. It would clearly make the developers \u2018likable and trustworthy\u2019.<\/p>\n
Prof. Das invited the participants in an industry which is highly unregulated to go out and create a standard.<\/p>\n
And the punchline was to change the customer centricity game as customers have infinite choices today and this is a wonderful time for the real estate industry.<\/p>\n
It\u2019s time to make your own success story!<\/p>\n","protected":false},"excerpt":{"rendered":"
Day 4 of the REMI Owner Developer Program started off with a bang as the faculty from IIM \u2013Kolkata turned every participant\u2019s idea of customer centricity upside down. Long held beliefs and the \u2018way it has always been done\u2019 […]<\/p>\n","protected":false},"author":1,"featured_media":1556,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[12],"tags":[],"yoast_head":"\n