Anupam Mittal, the Founder & CEO of People Group, is renowned for his keen insights into building lasting customer relationships. As a tech and D2C builder and investor, Anupam Mittal has always emphasized the power of small, thoughtful gestures in fostering loyalty and creating memorable experiences. His recent LinkedIn post offers a window into his philosophy, using a personal anecdote to highlight the importance of seemingly minor actions in business success.
Anupam Mittal begins his post by sharing a charming anecdote about his frequent flights with Indigo. Each time he flies, he receives a note and a small present, which has become such a regular occurrence that its absence would now be a surprise. Anupam Mittal’s observations from this experience provide valuable lessons on customer retention, branding, and referral strategies.
Anupam Mittal points out that a packet of chips and cookies costs very little, but it shows customers that the company cares, making them feel special. This simple act of kindness can leave a lasting impression, demonstrating that even minimal efforts can go a long way in customer satisfaction. Anupam Mittal emphasizes that such gestures are not just about the immediate cost but about the lasting emotional impact they create.
Another key insight from Anupam Mittal is the strategic presentation of these gestures. Indigo brings out the letter and the gift on a tray, making it visible to other passengers. This not only makes the recipient feel special but also sends a signal to others that celebrities fly with the airline, thereby enhancing its aspirational positioning. Anupam Mittal highlights how these small actions can contribute to a brand’s image and appeal.
Anupam Mittal notes that in today’s social media-driven world, these thoughtful initiatives often end up being shared online, extending their reach and impact. By encouraging customers to share their positive experiences, companies can benefit from organic, word-of-mouth marketing. Anupam Mittal underscores the importance of creating moments that customers want to share, thereby amplifying the brand’s presence and reputation.
The real lesson, according to Anupam Mittal, is not to get bogged down by the complexities of hiring, budgets, technology, and ROI when thinking about customer retention, branding, and referral strategies. Instead, businesses should start with the little things—a handwritten note, a free snack, a birthday wish. These gestures cost next to nothing but can be hugely impactful. Anupam Mittal believes that feelings are far more powerful than logic when it comes to turning customers into brand ambassadors.
Anupam Mittal recalls how this approach worked for Shaadi.com during its early days. Small gestures and thoughtful interactions helped build a strong connection with customers, proving that the strategy is as effective today as it was then. Anupam Mittal’s experience with Shaadi.com reinforces the idea that emotional connections can drive business success.
Anupam Mittal also cites Marriott International Group as another great example. No matter where in the world he checks into any of their brands, they always welcome him with a beautifully set up cake or sweets in the room. This consistent attention to detail and personalized service makes guests feel valued and appreciated. Anupam Mittal highlights how these small gestures contribute to a “feel good” impact, enhancing the overall customer experience.
Anupam Mittal’s reflections offer a powerful reminder of the importance of small gestures in business. As the Founder & CEO of People Group, and a tech and D2C builder and investor, Anupam Mittal understands the value of creating emotional connections with customers. His insights demonstrate that thoughtful, personalized actions can significantly enhance customer retention, branding, and referral strategies. By focusing on the little things that make customers feel special, businesses can build loyal, enthusiastic brand ambassadors who drive long-term success.
Anupam Mittal’s philosophy is a testament to the enduring power of human connection in business. His experiences and observations serve as a guide for companies looking to strengthen their customer relationships and create memorable experiences. As Anupam Mittal continues to lead and innovate, his emphasis on the importance of small gestures will undoubtedly inspire others to prioritize empathy and thoughtfulness in their business strategies.
