Zain Jaffer of Zain Ventures: “5 Ways To Create a Wow! Customer Experience”

Don’t fake it: Customer experience needs to be a part of a company’s core culture. It must start with the belief that outstanding customer experience is core to what is being done in order to succeed. In the early stages of our company, we had some salespeople who would overpromise what we could actually deliver, which is the exact opposite of what we wanted to do. We needed to under-promise and over-deliver, not the other way around. It was critical for us to manage our customers’ expectations. We eventually had to activate strong damage control, to say, “Look, we are a startup. We cannot deliver a blue-chip solution just yet, but be patient with us. Stick with us and we will deliver what you need.”

As part of my series about the five things a business should do to create a Wow! customer experience, I had the pleasure of interviewing Zain Jaffer. Zain…