Drive superior customer experience with sustainable approach

As there is growing awareness to meet the customer demands, so is the pressure to develop strategies that address the pressing issues of environment and sustainability from various stakeholders.

With competition cut-throat, business houses are now brainstorming how to offer best customer service while also making their operations and solutions more sustainable and transparent. Technology has played a crucial role in maintaining the balance between a satisfied customer and improved sustainability.

At Mint presents Mastermind 2023 – Decoding the Value of Experience, we have with us Mr Anil Chaudhry, Zone President and Managing Director of Schneider Electric to share how sustainability can be achieved while providing excellent customer experience.

Chaudhry lists out how Schneider Electric has achieved this effective partnership. “At Schneider Electrics we believe progress and sustainability can co-exist. Our mission is life is on. Electrification and digital are accelerating this progress and sustainability equation. In 2023, we will celebrate our 60-year presence in India. We can say in the last 10 years we had had an accelerated growth both organic and inorganic, ”he says.

“We have almost 35,000 people in India, the third largest market for the group. We have 33 factories in India, two of them are smart, one distribution centre as a smart factory. This is one of the very important aspects of building the infrastructure in the country- to create smart infrastructure. In fact, we are one of the four hubs of global Schneider Electric in India.

Chaudhry says their solutions based on technology, digitisation and electricity have been received positively by their customers.

“I think in this whole thing, we are very pleased that customers have been expressing their interest in our technologies, our solutions, in our products, services and trust in our team to deliver their projects. Of late customers in the public sector, private sectors, largest business houses in the country, they use our technologies to deliver to their end customers. All these solutions are based on the philosophy of bringing technology with the digitisation and electricity to provide the most sustainable solution to keep up with climate and environment aspects,” he says.

“We have launched our Green Yodha initiative last year- to bring corporates, individuals and institutes to commit for sustainability and climate actions. In less than one year we have more than 10 million individuals, institutes, organisations who have joined us on this mission. And this is going to play a very important role in the nation's mission towards net zero as well. This is the way we look at India- as one of our largest and important markets.”

Chaudhry says their strategy from the start has been customer-centric. “Culture in a team is first based on customer centricity. So everything which we do in terms of the business is around our customers, delivered by our team, with a Trust Charter which is all about how our people provide cyber security based solutions, how we focus on the safety, quality and the ethics with which we do business,” he says.

“We are proud to say that we do all our businesses by following the values of our Trust Charter. Most importantly our solutions, which we are today developing-while these are providing solutions of solving technical, production and infrastructure development, energy management, and automation actively for the customers- are based on sustainability and energy efficiency.”

Chaudhry admits the use of digitisation during the pandemic helped drive a superior customer and employee experience. “Digitisation has been at the core of our strategy. But the pandemic has accelerated that journey. Likewise, customer experience too is at the core of our strategy. In covid, it was a quick transformation to connect with customers digitally. More and more non-touch processes were adopted, and so it was for the customers and also the employees. Therefore, customer experience and employee experience had to be married so that business continuity can be maintained. By being in the business, we are committed to ensuring a great customer experience,” he says.

“Today we are in 500 cities, so we are covering everywhere our customers are. Besides that, we are following a hybrid working environment, so our office needs are also evolving according to this model. “

The Return on Experience (ROX), Chaudhary feels, can no longer be ignored by the corporates. “In the past, the biggest focus for the corporates was the return on financial investment or ROI. It was one of the parameters and it is still there. In the new world, Return on Experience is very important. For example, a satisfied customer brings you a repeat order at a very low acquisition. And that comes with better profitability,” he says.

While companies work on implementing better strategies for a value-creating customer experience, it is crucial they do not drop sustainability from it. With the help of the right technology, companies can succeed in nudging customers to make more environmentally friendly choices. Crucially, it may help a company in carving a unique identity of its own, without compromising on customer satisfaction.

Nucleus Office Parks strives to create ‘spaces that speak’ through innovation in design and technology to enhance employee workplace experience vis-a-vis customer experience — which form the building blocks of Return on Experience. Click here to watch the complete ‘walk and talk’ series by Nucleus Office Parks.

Disclaimer: This article has been produced on behalf of Nucleus Office Parks by HT Brand Studio.