Unlocking Customer Experience: Insights from Praveen Nijhara, CEO of Hansa Research Group
- The influence of family background on his career choices
- Early exposure to marketing and research
Podcast
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Overview
In this thought-provoking episode of The Brand Called You, Praveen Nijhara, Chief Executive Officer of Hansa Research Group, shares valuable insights into leadership, market research, and the evolving landscape of customer experience (CX).
Hosted by Ashutosh Garg, the conversation explores Praveen’s professional journey, the importance of customer experience in business success, and the growing influence of Artificial Intelligence (AI) on market research and consumer insights.
From understanding customer emotions and addressing dissatisfaction to measuring the ROI of customer experience and evaluating the role of AI in primary research, this episode offers valuable perspectives for business leaders, researchers, marketers, and customer experience professionals.
00:44 – What drew you to market research in the first place?
– The influence of family background on his career choices
– Early exposure to marketing and research
– How childhood experiences can shape professional aspirations
01:40 – What was the biggest mindset shift when moving from Kantar to becoming CEO of Hansa Research?
– Transitioning from business leadership to holistic organizational leadership
– Understanding and integrating support functions such as HR and Finance
– Moving from a business-focused perspective to an organization-wide leadership approach
03:46 – What sets Hansa Research apart from global players?
– Deep investment in the Indian market and reinvestment of profits locally
– Faster decision-making without lengthy global approval processes
– A client-centric approach focused on adaptability and timely delivery
– Differences between independent research firms and multinational organizations
06:01 – How would you define great customer experience in one sentence?
– Understanding customer experience through the emotions it creates
– Why making customers feel valued matters beyond product quality and process efficiency
06:45 – Why do customer satisfaction scores remain flat despite CX initiatives?
– Why having dedicated CX teams does not automatically create a customer-centric culture
– The importance of CX representation at the executive committee level
– The difference between measuring customer satisfaction and taking meaningful action
– The risks of KPI-driven cultures that prioritize scores over genuine customer needs
10:15 – Which CX trends are overrated and underrated?
– Overrated: The obsession with constantly increasing customer delight
– Underrated: Addressing the root causes of customer dissatisfaction
– Real-world examples from the telecom and hospitality sectors
– Why negative customer experiences can have a lasting impact
12:35 – What is the ROI of investing in customer experience?
– Why measuring CX returns can be challenging due to intangible benefits
– Using repeat business and customer satisfaction as indicators of CX performance
– Understanding the limitations of purely finance-driven approaches to evaluating customer experience
RESOURCES
Connect with Praveen Nijhara and learn more about his work on LinkedIn
ENJOYED THIS PODCAST?
Measuring the ROI of customer experience can be challenging, especially when many of its benefits are intangible. However, repeat business and lasting customer relationships often reflect the value of positive customer experiences.
What do you think matters more: delighting customers or consistently resolving their problems?
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Thanks for listening!
Profile
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Praveen Nijhara is the Chief Executive Officer of Hansa Research Group, with expertise in market research and business leadership.
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Focuses on understanding consumer behaviour, customer emotions, and evolving market trends.
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Advocates for delivering exceptional customer experience (CX) as a key driver of business success.
