Page 327 - IMDR JOURNAL 2023-24

IMDR’s Journal of Management Development & Research 2023-24

engage with customers, answer questions, and address concerns throughout the buying

journey. This personalized approach fostered customer loyalty and ultimately led to order
confirmation.

Elevating Customer Experience: The Rachana Way
Ms. Rachana defied the "product-first" norm by recognizing the crucial role of exceptional

customer service. Unlike many, she envisioned herself as a celebrator, walking clients
through their journey beyond a simple product purchase.

Rachana's approach goes beyond sales transactions. From inquiries to after-sales support, she

acts as a dedicated consultant, ensuring clients value the guidance as much as the product
itself. This builds loyalty and fosters personal connections, transforming customers into

friends.

When the customer is not the consumer- There's a wide range of clients, and some of these
are customers who want to buy cakes for their partners and not themselves. In almost all

cases, such customers are not aware of what exactly they want. So guiding the customer in
such cases and suggesting what's best for them holds great importance. From deciding the

flavor of the cake to finalizing its overall customization, suggesting the best mode of
delivery, and extending the best after-sales support, and finally making the customer's partner

happy takes the business to another level.

Growth in Numbers: Bento cakes fuel November surge, wedding season caps a strong

year!

Revenue in Rupees
120000 104600

100000
80000
55608 58957 60705
60000 48425
43602
40000
20000
0
July August September October November December

Figure 6: Monthly Sales

This chart tracks sales growth over the last 6 months of 2023. Ms. Rachana's brilliant
introduction of bento cakes in August ignited a 39% revenue jump by November, compared

to July. The momentum continued with a massive December spike, fueled by wedding and

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