‘The focus is on the customer at Mahindra Holidays’
Kavinder Singh, MD and CEO, Mahindra Holidays and Resorts, recounted the businesses’ growth and its strategy to continue growing into the future.
In 2014, when Kavinder Singh assumed charge at Mahindra Holidays, there were serious worries about the company’s survival. The numbers were not that great; the company had about 12,000 customers and Rs. 15 crores in cash. However, things have changed for the better since then.
Under Mr. Singh’s watch the business has grown and today boasts of a customer base of 258,000+ members, 100 resorts and cash reserves of Rs. 800 crores. The company’s profits had grown at a CAGR of 25% over the last 5-6 years. The transition has come about as a result of a careful execution of a strategy and relentless effort to drive change.
Three key strategies have guided Mahindra Holidays’ transformation journey: first and fore most the conscious effort to make every moment magical for its customers. Second, bringing about behavioural change to include aspects such as going the extra mile for customers, driving positive change, respecting people and demonstrating ownership through speed and action.
However, a pivotal aspect of the transformation journey has been the obsession with the customer. A minimum of 1,000 conversations per day happen with customers and that has helped the Mahindra Holidays team gather valuable insights.
The focus on customer experience, digitization, creating a culture that values customers and their experience, and the focus on frontline conversations have been key to the transformation of the company.