Business organisations are made or broken because of the customer experience they create. Today, every successful business knows that CX or Customer Experience is one of the key differentiators in sustained growth. CX is significant even for traditional, long-standing manufacturing companies like Texmo Industries. And for us, even before it became a modern-day buzzword, customer experience has always been a huge part of our culture!

Culture of Purpose
Customer-centric thought processes drive us to create the best products possible. Our vision states, “We will be recognised as the premium brand that provides the best value and return to the customer.” Our core values include a need to make a difference for our customers who have trusted us since 1956. Even in our initiative called Taro Green (where we focus on increasing green cover across India), we have had massive involvement from our customers.

In many ways, Taro Pumps has been thinking about and implementing customer-focused strategies throughout its existence and with features like the 2-year warranty, we will continue thinking about customers well into the future too.

Our success in extending our culture of service to customers shows in many ways.

What defines customer experience culture?
A company prioritising the needs and happiness of customers and doing everything possible to address the same through all possible modes of communication & work – this is the spirit and definition of customer experience culture. It is also vital for a business to make this aspect of operations a reality; something tangible that customers can fathom for themselves.

For instance, when we conduct our customer meets all over India, we ensure that we:

• Create stronger connections between our dealers and our customers

• Update customers with the latest product offerings from our company

• Address any questions they may have – product-related, pricing queries and so on

• Talk to them about our company’s news and future too

And finally, even though we have plenty of technology to help our customers in multiple ways, we believe that it is the human factor that makes the difference when it comes to putting our customers front & centre of our business.

It’s personal!
Our culture of genuine care for customers is ‘implemented’ by everybody. Dealers make that extra effort to serve customers with information and support. Employees will go above & beyond in their efforts to handle communications from our customers. Our social media team is responsive to comments and messages on our social media presence as well.

You can see the strength of this personal connection in many of the reviews and feedback given to us by our customers. If Mr. Gnanasekar's association with us has lasted more than three decades, it is because he relies on our products for performance. Customers like Satheshwaran and Subramanyam have enjoyed their experience with our brand thanks to their interactions with dealers.

We have also realised that customer-first culture is never just a task. It is never going to be ‘done & dusted’. We must keep working at justifying customer trust in our products. Yes, customer expectations change with the times, and yes, competitors are going to make it an interesting challenge, but we believe that we have the foundation right, and now we simply must keep going.

Our company culture has become stronger and relies on our ability to present the same to our customers and that makes us Better, by Culture too.