Ferns N Petals Uses Adobe Solutions to Enhance Customer Experience, Power Future Growth
Q:At Adobe’s Best of SUMMIT event, we discussed how ‘Experience Led Growth’ is foundational to the success of every business. How does digital transformation fit into your company's growth agenda? Khatri: FNP was one of the early adopters of digital. We were one of the first businesses to get an online presence back in 2004 and were way ahead of our competition in the adoption of digital technologies and an ‘App first’ approach.
This helped FNP sustain and lead a growth-driven business over the last 25 years. Along this journey, we have understood how growing digitally will offer us an added edge. Therefore, we are moving to a phase of digitalisation where customers can do everything online.
From ordering to checking the status of the order, providing feedback, or raising a concern, it can all be done either through our Website or Mobile App. In the future, aim to offer a customised and personalised experience to our customers, which is based on their geography, mobile brand, and past browsing experience along different touch points. Q:What are the key challenges and opportunities that digital helps your organisation address? Khatri: Being digital is the need of the hour.
The biggest advantage it offers is that of tracking. On a dashboard, one can see all the matrices – not just business or revenue but also customer journeys, fallouts, pages viewed and exits, etc. This provides a lot of opportunities to develop the features, nudges, and UI/ UX which can be deployed to improve the customer journey.
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