Welcome to your dose of Customer Experience & Customer Success insights, DE&I amplification and wellness banter.

Happy September! Is anyone else catching up still this month?

I went to India in August, for family time, a little work, and a lot of fun.  And recovery took a bit longer than planned.  I am finally there, jet lag over and kids in school, and feeling like I can breathe.

The trip was eventful in many ways, starting with our ride on a vintage Air India airplane.  This plane was big enough to make the haul from Chicago to New Delhi, but it was also visibly older. I did not feel unsafe, but I did miss a few of the comforts of newer planes.   We chose business class, which was a blessing for sleep and was same price as economy on other airlines (ask me about my travel tips if interested as to how).  It also came with perks like a fancier food and drink menu, things like TUMI amenities and high end champagne.  The perks were nice, but also felt out of place.

This flight got me thinking of duality - duality in life, duality in practice, and duality in business.  So many times, businesses are two things at once in business, especially for the founders I support.  They can be totally new, but also totally cutting edge with their tech.  They can be scrappy, but also very technical.  They can be bootstrapped, but also bring big ROI.

It may be this duality which gives early-stage founders the edge they need to succeed.  But much like the Air India plane, your customers may need to feel like they are riding a premier option.

Good customer experience, even if it's done scrappy, can deliver that premier feeling.  Even on Day 1. It’s as simple as that.

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If you want to continue this discussion about data or anything related early stage Customer-centric thinking:

• Shoot me a message, would love to chat further!
• Read my column on Inc. Magazine which is focused on CS 101
• Need not-too-much-too-soon CX help?  I am a part of the Recast Success Fractional CS Marketplace - check us out.

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Recent things I have heard, wrote or read:

• The Presidential Debate - no politics here, but why is it ok to not answer questions directly?  Advice from this CXpert - answer questions, especially from your customers.
• Don’t let routine be a pain in the neck - literally.
• How can you get the attention of Software VCs from Jason Lemkin- some solid and easy tips here

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Upcoming events of interest:

• The 🪷South Asian Success community is hosting a webinar on “Building a Personal Brand on a Global Scale” TODAY with Prashanth Jothi .  It's going to be a great conversation! Link to event
• Chicago Women of Customer Success event - join me and others at this panel event at a cool spot on Navigating Challenges in CS on Sept 25, from 6 to 8pm- Link to register
• I am joining the CX Best Practices Symposium at Michigan State University on October 7- 9, 2024, where we will talk about the comprehensive development of CX.  Explore more here: https://www.cxmbestpracticessymposium.com/
• If you are a Consultant, Fractional or Fractionally-curious, consider joining us at FRAK2024 - www.fractionalconference.com. Use this code - FRAKNSPEAKER - for 10% off the registration fee.

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Hope you enjoyed this edition! Connect with me via a DM at Parul Bhandari or book some time. I look forward to hearing from you!