Headphone Zone

Brands which pay enough attention to the entire customer journey almost always deliver differential and engaging customer experiences. Such experiences excite me and I make it a point to call out the brand and give credit where it is due. This time, the brand in the spotlight is Headphone Zone - the ultimate destination for audiophiles. Headphone Zone is a digital-first brand started by Raghav Somani. I wanted an entry level IEM (In-Ear Monitors - move over "earphones"!) and after wandering around www.headphonezone.in for a few days, I settled in for the KZ-ZEX and placed the order. Now, in terms of information and knowledge about the products/concepts, Headphonezone.in is right up there at the top - amongst the most descriptive and helpful one can find. Next, the ordering process was smooth and uneventful. Post placing the order, I got the shipment tracking link and was glad to note that the site brings in the tracking history the way it is from the fulfilment partner (Blue Dart in this case) rather than throwing me on to the Blue Dart site to figure out. Finally, the consignment arrived and when I opened it, I was pleasantly surprised to see what had been packed along with the IEM pack - a very thoughtful set of cue cards that had a suggested playlist of songs aligned to 6 different genres of music! And a Thank You card! For me, this additional effort on the part of the brand underlines serious focus on customer engagement and experience! Headphone Zone, I must admit, has brilliantly ticked all boxes in my customer journey so far. Now, on to some good listening! Well done, Raghav and team! Meanwhile, folks, do you have similar stories to share? Would love to hear them! #customerexperience #cx #customerengagement #customerjourneys #brand #digitalfirst

Dared to order a pair of earphones from a start-up and was blown away by the engagement efforts shown by them. Honestly, I feel that bigger the organisations, the more egoistic and formal they get. At the end of the day, we miss out on the human factor in the process. Received 7 mails in total right from ordering the earphones. None of the email was irritating. How did they manage it, here's how. 1: The first mail starts with 'Here's when our team high fives after seeing your order'. They took the liberty to tell that they're not working over the weekend but will ensure that the order is dispatched and delivered within 2 days. (and they did) Speaks volume about their culture. 2: Update mails can be irritating. But as customers, we are desperate to know the status of our order. Putting a pug with puppy eyes in the email melts your heart. You fall for the service right there. 'Strike when the iron is hot' at display. 3: A mail by the name of of founder drops by where he thanks you personally for purchasing from the platform. To add on to that, considering the TG is audiophile for sure, he puts a link to his playlist below the email signature. Excellent way to connect at a personal level (and they also urge you to write to him.) 4. Value addition to the product by providing insights on the ideal usage and maintenance of the product. When you are investing in a premium product, the literacy of maintenance is often missing and that's exactly what they provided. The burning-in process has helped me eke out the best performance from my audio gears till now. To see the advice before the product arrived was mind blowing! So much for the bigger brands to learn from simplest of the startups! Thank you Headphone Zone and Raghav Somani ! #customercentricity #buyingbehaviour #customerengagement #engagement #marketing #emailers #emailmarketing #customereducation #experience #strategy #startup #audiophiles #audio #sonic