
How to improve your Import or Export business — Part 1: Customer Experience
This is Part 1 of our series. In this chapter, we talk about using Customer Experience (CX) in your Import or Export business. Click here for Part 2.
Focus on customer experience to grow your business.
All of us at Tallysticks are foodies.
So every Friday, we, as a the team, go for lunch. For me and some of the others, it’s about the food and trying something new. But for others on the team, going to lunch is about more than just the food. It’s about the service, about food presentation and the ambiance. For some members of the team, Friday lunch is about the experience.
The food is the product that we all want. But for some of us, it’s not about the product. It’s also about how we get the product. As an exporter, consumers like me, who only care about the product, may be the type of customer you want. But, the customer you should be trying to win are those that see Friday lunch as an experience.
Most customers are like our team members who see Friday lunch as an experience. Customer experience matters to them. In exchange for a good experience, they will be repeat customers. They will help spread the word and get you new customers. And, they are willing to pay higher prices for that experience. In other words, they are the ones that make it easier to grow your business.

Customer experience is the master dial. It’s the dial that turns other dials of growth — customer acquisition, customer pricing and customer retention. In fact, a Gartner article from June of this year states that “in two years 82% of business-to-business (B2B) [companies] expect to mostly or completely compete on the basis of customer experience.”
Tallysticks is a sales solution that helps you enhance customer experience
We designed Tallysticks to make overseas sales a better experience for importer customers. We also designed it to make it easy for exporters to provide a seamless customer experience.
Here’s how TS allows you to provide a better customer experience.
- Customers don’t want to look through confusing email threads to confirm sales orders. So, on Tallysticks, we let importers collaborate with you to easily record and safely amend order details. Audit logs and alert emails ensure that everyone is aware of edits by the other.
- Customers want to know their order status. This means a lot of unnecessary phone calls and emails. Without Tallysticks converts the terms of sale into a to-do list that is visible by both parties. This maintains a high level of trust between buyer and seller.
- Customers want their ordered product delivered as agreed without fuss. Tallysticks avoids confusion. It makes contract terms accessible to all parties, including third parties. This minimises the errors, re-edits, delays and other fuss that spoil the post-sale customer experience.
- Finally, customers want their queries handled quickly and effectively. This is hard if you’re struggling to find the correct email. But, Tallysticks gives you a 360 view of every trade. This ensures a smooth transition as a trade progresses from one team to the next.
Tallysticks brings the seamless experience of online retail to international trade
In the early days, some were skeptical about buying from online retailers. But, online retailers made it convenient to buy from them. They made the ordering and post-sale order fulfilment process transparent. And, they completed the order with few errors.
In other words, online retailers made the customer experience so good that even skeptics began using online retailers.
This is Tallysticks’ goal
It’s to make importing and exporting convenient, transparent and problem-free. And by doing so, Tallysticks aims to help you grow your business.
Learn more about Tallysticks on our website.
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Kush Patel
CEO, Tallysticks
Kush has always been one to rip up the playbook, whether at JP Morgan, as a US-diplomat or as an exporter.
Kush brings both international trade and finance expertise to Tallysticks. The application today and its roadmap is a result of his knowledge and ideas. When not thinking about work, which isn’t often, Kush enjoys running. He also plays the occasional round of golf. He’d love to play more but he doesn’t think that would be fair to his wife and amazing daughter.

