An impressionable stint at Tata Telecom in India around customer satisfaction management, led Arti Gupta to setup her own consultancy in Dubai many years later. Today she advises businesses how to reach esoteric-highs of customer delight.
She discovered her passion towards reaching the highest levels of customer delight, during her first career stint at Tata Telecom in India, where she was responsible for post sales customer satisfaction levels. During the stint along with her extremely customer focused team, she learnt how to manage tough customers and situations, early in her career. Arti also used to call one customer everyday just to say hello. “They could not believe that someone took time out and called them for no reason. I realized that delighting people gives great satisfaction. And this is something that drives me till date, to make people happy and awed by the service.”
Her next major stint was with Ethicon, a division of Johnson and Johnson, where she managed the suture’s business, including revenue, costs, team development and channel management. Reflecting, Arti believes her career’s most challenging days were at Ethicon, when the business faced competitors offering products at 25% of their price and they saw major loss of market share and customer retaliation.
Pursuing her life goals of enabling businesses to deliver improved customer experience and better business results, Arti set up Lead On Consultants in Dubai in late 2011. Her consultancy is built around her drive to help businesses create good customer service and happy customers in the B2B space. “It feels great that I am able to do something in this space.” But reaching the levels of customer delight that Arti wants businesses to strive for is not easy. “If you dig deep, there are so many touch-points a customer has with an organization, which are beyond the purview of an account manager. Organizations miss this point and it becomes challenging to have their buy-in to commit the time and resource needed for such a transformation project,” she points out.
Arti’s efforts are also supported by her formal education from India’s top colleges. She graduated with Bachelors in Information Systems from BITS Pilani, a subject with seats reserved for the country’s top 30-40 students and MBA from Indian School of Business, Hyderabad with specialisation in Technology and Marketing. She also keeps herself updated with the latest in the fields of CRM, analytics, market research and customer experience. “I feel that if you put your heart in whatever you do, success comes to you, sooner or later. I take life by each day and try to learn something from people I meet. “
Arti starts her day with crossword, is hooked to Sudoku, likes to cook and read whenever she gets time. She reflects: “If I was not in this profession, I would have been a chef.” Other than her Macbook pro, she loves her Nikon D90.