Customer Delight & Building BITSOM: Udai's Journey in Hospitality & Education скачать в хорошем качестве

Customer Delight & Building BITSOM: Udai's Journey in Hospitality & Education

This is Part 2 of our captivating conversation with Udai, CEO of Aditya Birla New Age Hospitality (ABNAH), on ABG Leadcast. In this segment, Udai shares ABNAH's "secret sauce" for staying engaging in the rapidly growing hospitality industry, emphasizing deep consumer understanding through extensive field research. He articulates how ABNAH's core purpose – "customer delight" – unifies diverse teams, from chefs to finance, ensuring every aspect of the experience is exceptional. Udai dives into the unique concept behind ABNA's new Japanese venture, Supersan, describing it as a relaxed Izakaya-style space that caters to a younger, experiential audience with its innovative bar program and comic store collaboration. Discover how ABNAH adapts its offerings to different cultural contexts, like Mumbai vs. Delhi, while preserving brand essence by focusing on "value" and local nuances. Udai also reveals his most adventurous project: building the BITSOM business school from the ground up during the COVID-19 lockdown, a testament to creating lasting impact beyond business. Finally, he offers invaluable advice for emerging leaders in hospitality, highlighting the paramount importance of "people first" and crafting craveable experiences that create lasting memories. 🔔 Subscribe: ‪@adityabirlagroup‬ 🔔 Visit our official website to hear more podcast: https://www.adityabirla.com/media/pod... 🌐 Explore more about Aditya Birla Group: https://www.adityabirla.com/ #ABGLeadcast #udai #adityabirlagroup #hospitalityleadership #ABNAH #customerdelight #bitsom #businessschool #fandb #Supersan #JapaneseCuisine #marketexpansion #leadershipadvice #ExperientialDining #teambuilding #innovation #covidimpact #edtech #foodieculture 0:00 Introduction & ABNA's Secret to Engagement 0:35 Understanding Consumer Cohorts through Field Research 2:35 ABNA's Purpose Statement: "Customer Delight" 4:13 How Purpose Unifies Diverse Teams 5:07 Deep Dive into Supersan: Mumbai's Unique Japanese Spot 6:04 The Izakaya Concept & Experiential Design of Supersan 8:11 Adapting Offerings to Cultural Contexts (Mumbai vs. Delhi) 8:26 The Importance of "Value" in Customer Experience 10:16 Future Expansion: Beyond Mumbai & Delhi 11:57 Most Adventurous Project: Building BITSOM during Lockdown 15:55 Advice for Emerging Hospitality Leaders: "People First" 17:02 The Mantra: Create Memories, Not Just Instagrammable Moments 18:35 Host's Reflection & Farewell