Once upon a
time, there lived a guy named Rahul who always struggled to buy gifts for his
loved ones.
Every time
an occasion came, when he needed to buy a gift for his Mom, sister, or wife, he
would search for all the gifts which he wanted to give. He would end up in
analysis paralysis. Instead of gifting something different, he would end up gifting
safe options like a watch, phone, etc.
But one day,
he came across an Instagram post from CaratLane, which was liked by one of his
close friends. The post stood out from the other posts which he usually came
across on Instagram. He was intrigued by the storytelling and the visuals used
in the post.
Because of
that, he downloaded CaratLane App and started browsing. His wife, Shalini’s
birthday was coming up next month, so he thought he would check it out. He came
across lots of unique designs which he had never seen before.
Because of
that, he decided to call the toll-free no, he found on the App to get more information on the designs and policy.
CaratLane’s Sales consultant, Suganya guided him in choosing the right design
based on his wife’s preferences and his budget. She allayed his anxiousness by explaining
the free return and exchange policy offered by CaratLane.
Because of
the excellent designs and customer service, Rahul decided to surprise his wife and
bought a beautiful Butterfly Earrings. He was a little worried whether the
delivery will be made on time as promised, as he had a bad experience in the
past when he bought clothes from a brand for the first time and they delayed
their delivery. But, to his pleasant surprise, it was delivered 1 day before the
promised date. His wife loved it and was pleasantly surprised that her husband
made such a beautiful choice.
Because of
this wonderful experience, Rahul started to browse the CaratLane app regularly. He
loved all the product recommendations customized based on his previous browsing
history. Initially, he was worried that he will be bombarded with email/SMS/push
irrelevant to him. But he was stoked to receive personalized recommendation curated
by CaratLane and sent to him once a week by CaratLane’s marketing team and
always looked forward to that every Saturday.
Until
finally, Rahul decided to buy jewellery for his Mom and sister also from
CaratLane and started recommending CaratLane to his friends and office
colleagues. Everyone who tried CaratLane loved the experience and complimented
Rahul for the recommendation.
Ever since
then, CaratLane became the one-stop destination for all his gifting needs.
The moral of
the story is that every touchpoint in a user journey, starting from Brand storytelling(
Insta Post) to product discovery ( website) to customer service (helping
customers to finalize a design) to Supply chain (On-time delivery) need to work
in a cohesive way to provide an 11-star experience.
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