Lenovo’s Dilip Bhatia: “5 Ways To Create a Wow! Customer Experience”

Often, “word of mouth” is your best friend — especially in the commercial business space where it’s not uncommon to share best practices in the community. Particularly in the financial services industry, I’ve seen CIOs and IT staff develop strong relationships and share product reviews, customer testimonials, and marketing campaigns that highlight some of our solutions.

As part of my interview series, I had the pleasure of interviewing Dilip Bhatia. Dilip is Vice President of Global Marketing, User and Customer Experience within the Lenovo PC & Smart Device Business Group. He has responsibility for Marketing, User and Customer Experience of all consumer and commercial PC and smart device-based offerings, including Think and Lenovo branded PC offerings, such as the famous ThinkPad X1 Carbon and Lenovo Yoga branded PCs. Dilip has a combined 20 years of experience at both Lenovo and IBM in various roles.

Thank you so much for joining us! Our readers would love to “get to know you” a bit better. Can you tell us a bit about your ‘backstory’ and how you got started?

Everyone has a unique journey. For me, I was always the ‘product’ guy. My background includes various product roles, including running Lenovo’s ThinkPad business unit as the general manager. Since then, the most important thing I’ve learned is that to launch a successful product, customer-centricity is key. To have success in customer experience, you need to know who your target customers are, how and why they will use your product. I have spent a lot of time with customers around the world — from Fortune 500 companies to individuals who purchase our ThinkPad products for their personal use. In doing so, I noticed that many times the challenges our customers faced were beyond products and related to the purchase or service processes, which are outside of what you would classify as “traditional product challenges.” From these customer conversations, I soon realized that we need to approach ALL our customers from an end-to-end perspective. I then proposed to my…