Stellar Newsletter #7- 20Dec

Service Wisdom
Grofers wowed its customers by exceeding their expectations
Some stories don’t need
to be elaborated. The
service act in itself is so
powerful that all other
marketing tricks fail. It is
acts like these that have a
tendency to go viral and
spread goodwill for the company.
An amazing customer experience story
from Grofers; which is an application based
delivery service that connects consumers
with local stores.
One fine day, a customer wishfully tweeted
to Albinder Dhindsa, the co-founder of
Grofers, requesting to start a delivery
where Starbucks coffee could be ordered
through the Grofers’ application.
And, keeping up the promise, here was
Grofers’ tweet the next day! The company
launched the service within 24 hours
of the request! How’s that for some
amazingly shocking customer experience?
Not surprisingly, he was not the only coffee
freak around. He got some support from a
lot of others.
What was even better was Albinder
Dhindsa’s response to these tweets. Here
it is:
An amazed and delighted customer
ordered his coffee and admitted that
Grofers won a customer for life!
Lesson learnt: It is definitely worth going
the extra mile for the customer. Requests
may seem weird and wishful, but then,
aren’t these requests the opportunities for
delighting a customer and creating a fan
for life!?
STELLAR | 16