How Mahatma Gandhi’s philosophies correlate with customer experience and NPS

Written by: Kushal Dev | Co-founder, Customer Guru

Mahatma Gandhi, a leader and visionary with a humanitarian world view had undying faith in the goodness of human nature. His philosophies transcended these virtues. His philosophies are not just life changing but can be interpreted and applied to professional and personal areas of your life. Here are a few quotes from Mahatma Gandhi and what can we learn about customer delight from these quotes!

  • “The best way to find yourself is to lose yourself in the service of others” – Focus on best serving your customers. Work not only to delight them but understand your brand promoters and detractors through regular interactions. These interactions are a mirror of your service levels and provide deep insights on what works for your customers and what action you can take for your business to evolve and grow.
  • “Customer is not an outsider in our business. He is part of it.”Your organisation’s goal is to create value for your customers. They are the reason why your business exists and it’s of utmost importance that your customers feel valued, heard and associate with your brand. If your business goal is to forge long term relationships and produce an army of promoters, it’s very important that your customers feel for your brand the same way as you do. They will not only do repeat business with you but also recommend you to friends, family and peers.
  • “In a gentle way, you can shake the world” – In this world of big data with real time insights it’s important to take quick action. Customers are voicing their concerns openly, which is a huge opportunity to learn and improve. It’s easy to get overwhelmed with all this information. But don’t fret! Go the Mahatma’s way, identify customer expectations that are aligned with your vision of great customer experience and make small positive changes to convert your detractors to promoters. Measure the impact of change, repeat what works and retract what fails. The process is slow, but a 1 degree change of the compass every day, can turn it more than 360 degrees in an year!!

So apply these principals and transform into a customer centric business that is valued by your employees, customers and most importantly “You”!!

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