Know Your Customer: The Secret to Successful Digital Interactions

hello, hello, welcome to the world of digital customer experience. Akshay and I come from two different worlds, and we are always intrigued by each other's perspectives, and that's why we're here today. We're here to bring you insightful and casual chats right from our office space. So, grab your coffee, get ready to elevate your customer experience. My name is Vaishali Dialani, and I work as a Senior customer experience strategist. My focus is designing experiences that integrate emotions in the world of technology.

Hi, my name is Akshay Sura. I've been focusing on helping businesses enhance their digital customer experience and thrive in their digital landscape.

Hi, Akshay, how are you doing today?

I'm good. Vaishali, how about you all

good? It's just been such a crazy week. But you know, as a customer experience strategist, I'm very curious to hear about your perspective on Who do you think is a customer?

Yeah, in my mind, customer can be anyone, right, anyone who needs a service. So, it really is funny to think about it, but an agency, full service, digital agency, can be a customer, a product company, a service company, anyone can be a customer depending on what services you're looking for. Yeah,

I absolutely agree. I always foresee in the world of technology, especially, I foresee customer having emotions, and how you can integrate their emotions to drive a better usable experience for them. And that's where the focus is, and that's what we design at carnivores, right? Yeah, how do you think it impacts a business you know as a business owner yourself,

driving revenue, right? Like so in terms of being a customer, if you know your customer really well, know what they are into, what segment they are, how their customers or consumers perceive them. It drives a customer's business. It drives the impact on how they grow and how fast they grow. But everything, every service that you know, a company like ours offers, has multiple sites to it. So, from a marketer's perspective, like, I just want to know, how do you think a marketer can affect a customer?

I think you know, understanding their needs, wants and preferences is the first step to be requirements and exactly understand what are they even looking for to be able to design that kind of experience drives down to that most of the times, to be world, in the world work within the world of technology, everyone's always like, Hey, what are we building? And let's get it built and move on, right? But hey, take a second back and think, is this component actually going to work for the customer? Is this what the content editor wants to display to the customer? Understanding who your customer is also helps you segment the customer base and say, you know, actually a wants something and B wants something else, which then takes the next step of being able to optimize their touch points and actually say, You know what I like, how a wants to be onboarding in a certain way, and then get personalized messages accordingly. And most importantly, if you know who your customer is, you can create content that resonates. But also, as a business, you can showcase content in a way that's more digestible, because you know your customer.

That's in, that's interesting, the way you say it, right? I feel like most of the time, even from the tech perspective, people don't take the chance to know your customer. They just jump straight in, like it would make sense, from a technical perspective, to know your customers in this particular section or segment. This is the language they use in order to communicate. This is how their consumers or partners or distributors consume that content, whether it's video as being the primary content. What existing platforms do they use? I sometimes feel like technologies don't really look at all of that. And they just look at, okay, this problem to solve, I'm gonna solve it. They don't even waste, you know, spend their time looking at if something's a customer's already doing. So, yeah, there's a more holistic way of looking at a customer, to see and know who they are before you actually act on it, whether it's marketing or technology. It sounds like to me,

100% and I think you know, both of us come from such different worlds. What would be the one takeaway you would give to our audience listening here today of who is a customer,

like I said, Anyone, anyone who needs a service, is a customer. But listen, I guess, ask questions and listen to your customer before you act on it.

Oh, you stole mine. Okay, I absolutely agree with you, and with that, we look forward to seeing you in our next episode. Thanks everyone.

Thank you.