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Ravi Lalwani: Every organization has top-down learning programs, where an expert comes and trains the employees. At the same time, employees are learning things, especially when interacting with customers, and many of these learnings can be incorporated into new products, processes, etc. How are you leveraging this at NeoGrowth?
Arun Nayyar: Knowing the customer’s pulse in a dynamic world is not only important to offer relevant products and services to customers, but also forms a crucial part of the overall growth of a professional. NeoGrowth’s deep customer connect provides key insights about India’s MSMEs, which act as valuable tools in upskilling our employees. To ensure a continuous flow of customer insights, we have rolled out various channels of communication with our customers. One of which is the ‘Voice of Customer’ program initiated in 2019 where we gather insights through personal interactions with the front-end employees of in-house customer-facing departments such as sales, renewals, collections, and customer service. Since the front-end customer-facing teams have a detailed understanding of customer requirements, inputs from them help come up with relevant products or new product features.
