Revealing CX Secrets of a 100cr Home Decor brand 

Summary :
Anurag Agrawal, founder of Nest Asia, shares insights on starting and scaling a successful home decor brand and delivering a great customer experience. Nest Asia aims to be the go-to destination for home and lifestyle products, offering design and newness to customers. Anurag emphasizes the importance of customer experience in driving repeat purchases and customer loyalty. The customer support team plays a crucial role in understanding customer needs and providing personalized recommendations. Automation and proactive notifications are used to enhance the customer journey. Anurag highlights the significance of sustainable growth and profitability in the D2C space.
Takeaways :
Customer experience is crucial for driving repeat purchases and customer loyalty.
The customer support team plays a key role in understanding customer needs and providing personalized recommendations.
Automation and proactive notifications enhance the customer journey.
Sustainable growth and profitability are important in the D2C space.
Insights from customer interactions help improve products and processes.
Chapters
00:00
Introduction to Nest Asia and Anurag's Journey
09:13
Scaling Journey and Channel Expansion
16:18
Creating Great Customer Experiences
35:18
Growth Strategies and Insights from Customer Interactions
43:19
Closing Remarks