Jermina Menon has always believed that customer service is not just a department; it is an ethos, a way of doing business that transcends trends and technological advancements. In a world where digital transformation is redefining consumer interactions, Jermina Menon emphasizes the importance of staying connected with customers in meaningful ways. Her reflections on the Images Fashion Forum reinforce the idea that customer service never goes out of fashion.
Jermina Menon observed that while brands are expanding rapidly and online shopping is becoming the norm, the personal touch in customer interactions remains irreplaceable. She highlighted two exceptional examples from the ethnic wear category Mohanlal Sons and Shobitam, Inc that demonstrate how customer service can be a game-changer.
Mohanlal Sons, a well-established brand, has mastered the art of understanding its customer base. Jermina Menon noted that their approach goes beyond the groom; they cater to the entire family. This deep understanding transforms a one-time purchase into multiple visits, strengthening customer relationships. Moreover, their post-purchase services, such as alterations and customizations, create an additional layer of engagement. Jermina Menon was particularly struck by the fact that the brand’s customer service is so impactful that families often invite store representatives to their weddings. This level of trust and bonding is a testament to their commitment to service.
Jermina Menon also spotlighted Shobitam, Inc, a brand that has seamlessly blended technology with traditional craftsmanship to solve a long-standing issue in the saree industry getting the perfect blouse fit. As an avid saree wearer, Jermina Menon understands the frustration of an ill-fitting blouse. She admired how Shobitam, Inc, founded by Aparna Thyagarajan, has leveraged technology to bridge this gap. By integrating customization services into their online platform, they ensure that customers receive a tailored fit, enhancing the shopping experience and reinforcing brand loyalty.
Jermina Menon believes that these examples serve as powerful reminders that customer service is not just about resolving complaints but about proactively enhancing the customer journey. She sees it as an opportunity to build lifelong relationships, create positive experiences, and turn customers into brand advocates.
Jermina Menon encourages businesses to rethink their approach to customer engagement. In an era dominated by automation and AI-driven support systems, she argues that the human touch remains irreplaceable. Brands that prioritize personalized experiences will always stand out. Jermina Menon stresses that whether through traditional face-to-face interactions or innovative technological solutions, businesses must keep customer satisfaction at the core of their strategy.
Jermina Menon’s insights also extend beyond the retail sector. She believes that every industry, from technology to healthcare, can benefit from a customer-first approach. Whether it is an e-commerce platform providing seamless post-purchase support or a luxury brand offering personalized styling consultations, the principles remain the same. Exceptional customer service fosters trust, and trust builds lasting relationships.
Jermina Menon challenges businesses to ask themselves: Are we truly listening to our customers? Are we innovating in ways that genuinely enhance their experience? Are we building emotional connections that go beyond transactions? She firmly believes that the answers to these questions determine a brand’s longevity and success.
The examples of Mohanlal Sons and Shobitam, Inc, serve as case studies in how brands can differentiate themselves through service excellence. Jermina Menon sees them as proof that when businesses invest in understanding their customers deeply, they gain more than just sales they earn loyalty, advocacy, and an emotional connection that withstands the test of time.
Jermina Menon’s perspective is a refreshing reminder in a fast-paced world where convenience often takes precedence over connection. She urges businesses to rethink their strategies, ensuring that customer service is not an afterthought but a fundamental pillar of their brand identity. Her reflections serve as a call to action for organizations to put their customers at the heart of everything they do.
In conclusion, Jermina Menon’s insights reaffirm that customer service is not a trend but a timeless principle. Whether through personal interactions or technology-driven solutions, brands that excel in customer service create meaningful, lasting relationships. Jermina Menon’s observations serve as both inspiration and a challenge for businesses to elevate their service standards. Because, as she aptly highlights, customer service never goes out of fashion.
