Executive with a Track Record in Developing Growth Strategies and Solutions: I have devised and implemented winning strategies that have opened up new markets and business opportunities. I have developed strategies that address customer/market needs, secured buy-in from executives/board, motivated the functional organizations to deliver and launched successful products & business models.

 

Family Man: I enjoy spending time with my beautiful wife and two lovely kids. As a family we are a good mix of outdoors and indoors. My son and I are pretty much outdoors and sports oriented while my daughter and my wife like the indoors. This diversity of interests helps us maintain good balance in our lives.

Tag: Fashion

There are 2 posts tagged as Fashion.

Customer Experience: Nine factors that impact customer experience

The above slide show gives you a brief overview of this topic, while the blog below gives longer narrative. Download a free chapter from my book for even more details.

Many of us have had customer experience horror stories, either that of your cellphone not working when you have a flat tire, or that of being stuck at an airport for hours or many other such situations. After each of these situations we wonder if the company cares about us as a customer and do they really need our business.

On the other hand, companies are trying to solve the puzzle related to delivering best-in-class customer experience. They have leadership roles focused on “Customer Experience” and have it as part of their core strategy. They are hoping to solve this puzzle and become a brand loved by customers.

So how should a company solve the customer experience puzzle in a way that is easy to understand, some way that would help them differentiate themselves against the competition.

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Fab.com : Customer Experience Success Story

This is an updated blog post on the customer experience driven innovation story of Fab.com.

In January 2010, Jason Goldberg and Bradford Shellhammer launched Fabulis.com, a social networking website for gay people. The initial vision of the founders was to become Yelp, Groupon and Facebook for gay people. Jason Goldberg was a successful serial entrepreneur who had successfully exited a couple of ventures before and Bradford Shellhammer was good with design. They both launched this social networking website which managed to attract 110,000 total customers and about 30,000 active users. Though they built a good website, Fabulis.com did not deliver a differentiated customer experience compared to Yelp, Groupon or Facebook, so gay people did not feel the need to use this website.

By early 2011, the founders realized that they need to do something different. So they shut down the site in order to develop a newer, un-served niche where they could be much more successful — one based on design. In June 2011, they launched Fab.com, a flash sales website (i.e. a site that offers products at deep discounts for a limited time) for the fashion-oriented customer segment. more

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