Customer Service is the Secret Sauce by Anushka Makharia

In my opinion, for a B2C business to thrive, three simple but essential factors need to be in place- customer satisfaction, repeat purchases from customers, a positive word of mouth from customers.

It is believed that targeted advertising is the most effective way to drive revenues and growth for a direct to consumer business. However, after a year of gaining first hand experience in customer service at Dukhni, I have come to realize that customer service is the most overlooked key to unlocking customer retention and building strong customer relations; that in turn fosters repeat purchases and positive word of mouth.

In the realm of e-commerce, where personal interactions are limited, customer service plays an even greater role in driving a positive consumer experience. It is a forum for customers to address their concerns, seek reassurance, and validate the legitimacy of a business they are buying from. As online scams continue to proliferate the internet, good customer service sends the message of authenticity to consumers.

My primary responsibilities included addressing customer inquiries and concerns through email communication. This role provided me with valuable insights into the inner workings of an e-commerce backend system and the seamless integration of various applications in a tech stack which all play a pivotal role in delivering a good user experience.

At Aromatan, we profess that customer satisfaction is the primary goal of good marketing. We believe not only in providing quality products but also good service. Keeping customers happy and making them feel valued is not only the right thing to do, but it is the best business decision too. Having said that, it is essential to have certain policies in place, to avoid misuse of our customer centric approach of the business.

While customer complaints could seem to be a disaster at times, if handled correctly, they present an opportunity for us to win over the customer. We see the positive impact of resolving complaints almost everyday. By fixing problems for the customers, they start trusting you and become loyal to your brand; which makes you go above and beyond to provide the right service again and again. We have experimented with discount strategies and seen several repeat purchases, heard some praises and read some promises of customers suggesting our brand to their friends and family.

In conclusion, customer service plays an integral role in the success of all businesses. By prioritizing customer service, organizations can cultivate a loyal customer base, differentiate themselves from competitors, and drive sustained business growth. In today's highly connected world, delivering exceptional customer service is not only beneficial but crucial for long-term success.