CONNECTING WITH THE EMOTIONAL CHORD

Personalized Customer Experience

Every business has competitors and they all talk about the Quality and Service. How their quality and service is better and cheaper than others. Although superior product and customer service is important, I believe the experience is something that defines and differentiates your company from your competitors. 

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The taste of our meals, the overall packaging and the cost were better than our competitors but still there was a missing factor that could bind our customers with the brand. The Design Thinking course that I had attended helped me to solve this adaptive problem. I then started finding out the hidden problem statement of our customers. As per our initial market research, they were looking for a good quality, healthy and affordable meal options in the town. But when I started interacting with our customers, I realized that they all are missing the person who used to cook food for them. This insight led me to build an unforgettable user experience. We contacted their family members and asked them to write a short letter to our customers and then managed to keep these letters into their meal boxes.

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Now imagine yourself staying away from your loved ones for more than six months. You open your lunch box and see their letter! Because this overall experience, our customers could connect with our brand emotionally. I got a call from many of them who thanked me for this. 

So now, when they receive a meal from Ghar Ka Khana, they see it as a meal box cooked and given by their famimly members.