Business
Spicy Organic LLC: Modern Day Spice Merchants
When sprinkling red pepper on a pizza or indulging in a cinnamon roll, most people probably don’t give a second thought to the spices on their food and where they originated. Often taken for granted in modern times, spices were extremely difficult to obtain at one time, and the measures taken to secure them played a profound role in shaping human history. Some spices were once more valuable than gold and gems. Pepper was even used to pay Roman soldiers or rent in ancient times. Although spices are extremely affordable and accessible today, the undertakings that made this possible shaped economies and cultures, even leading to the discovery of new continents.
In Ancient times, Arabian spice merchants would tell stories of the mythical origins of the cinnamon and cassia they sold to maintain an aura of mystery surrounding the origins of their products and keep their foothold on the market. They dominated the market for 5000 years until the Middle Ages. In modern times, however, the spice trade looks different. One family whose story began in India and has crossed the globe, are extremely transparent about the origins of their products, making it a point for them to be traced back to the source.
What began as a small spice shop opened by Sunil Kumar and his family in 1980 in the Village of Lisora in Uttar Pradesh, India has since become a transnational company and the largest supplier of wholesale and bulk organic spices in North America. Just like the explorers and spice merchants of the times gone by, the Kumars help distribute spices across land and water, always maintaining their mission to provide organic and sustainable products. They have relationships with over 10,000 organic farmers and growers, and their legacy spans over 40 years.
How the Spice Trade Shaped History
Spices were the first globally traded product. Archaeologists believe humans have been using spices to season their food since 50,000 B.C. Cinnamon, cardamom, ginger, turmeric and cassia were some of the first to be traded across different lands. Records show cinnamon and cassia arrived to the Middle East more than 4000 years ago. Ancient Arab traders would tell stories of cassia growing in shallow lakes and guarded by winged animals.
Ceylon (modern-day Sri Lanka) and the Spice Islands (modern-day Indonesian Moluccas) served as important trading points at one time. Later on, Alexandria, Egypt became the world’s largest center of trade when it fell under Roman rule. Indian spices traded in Alexandria reached other territories of the Greek and Roman empires. For 300 years after Ptolemy XI gave Alexandria to the Romans in 80 BCE, trade between India and the Romans flourished.
In the 10th century, the trade rivalry between Venice and Genoa led to the Naval War of Chioggia in 1378. Venice emerged as the victor, which allowed them to dominate trade in the Levant for the next 100 years.
Age of Exploration
As shipbuilding technology evolved, the British, Spanish, and Portuguese sailed in search of the fabled spice lands, with the goal of finding alternative trade routes and eliminating the middleman. Christopher Columbus, sailing for King Ferdinand II and Queen Isabella of Spain, famously failed to reach the Spice Islands but discovered the Americas instead. Portuguese explorers successfully found a route to Asia and reached India in 1498. For the next century, they dominated the market.
Fleets from Holland set sail for the Spice Islands in the late 1500s, which led to the establishment of the Dutch East India company in 1602. Other European countries soon followed and established their own East India Companies. Although Portugal dominated the spice trade at one point, it was surpassed by the British and Dutch. The pursuit of spices fueled globalization, technology, and established empires. There was a dark side to their success, however. During this period, European countries established their colonial presence in Asia and other parts of the world at the expense of indigenous peoples, leaving a legacy marked by violence and oppression.
Evolution of Tastes in the Western World
Some may wonder why spices were in such high demand in Europe. Modern European cuisine is not known for incorporating many different spices. Other cuisines, such as Chinese or Indian, are known to be more layered and complex, with contrasting flavors, whereas western European dishes combine similar flavors. One example is the use of cinnamon; its sweet aroma is typically used to enhance sweet dishes in the west, whereas in India and the Middle East it is common to use in savory dishes. Western food is known for being less seasoned than other cuisines. However, this was not always the case.
At one time, Europeans incorporated more spices in their dishes. A beef pie recipe from 15th-century Germany, for example, includes meat, butter, salt, pepper, cinnamon, and cloves.
A 16th-century English recipe for custard- a savory quiche with meat, includes veal, red wine, parsley, sage, hyssop, savory, pepper, cinnamon, cloves, mace, saffron, salt, dates, prunes, and ginger.
So what changed? How did European access to spices change their palate? While affording spices was a status symbol at one time, as spices became increasingly common, it became more elegant to do the opposite of what the masses were doing. So instead of masking food in spices, it became popular for the upper classes to bring out the natural flavors of foods by using minimal seasonings. This is why European food tends to uses fewer spices, preferring herbs, salt, and pepper instead to enhance the natural flavors. However, in the last few decades, the popularity of spices have made a revival as a result of globalization and immigration. One prime example is chicken tikka masala, which is considered to be the national dish of England and a symbol of its multiculturalism.
The Kumar Family’s 40-year legacy
As the largest wholesale and bulk distributor of organic spices and herbs in North America, the Kumar family delivers the tastes of India to North America. They allow Indians abroad to enjoy the tastes of home and non-Indians alike to discover the flavors of India without compromising on quality or price. They help people across the globe continue their family culinary traditions by bringing organic, high-quality spices, making them affordable and accessible.
Since 1980, Sunil Kumar and his family continue their spice trade across land and sea and show us what the modern-day spice trade looks like. So although we may take the accessibility of spices brought to us by companies like Spicy Organic for granted, they helped shape much of history, making huge impacts on economies, cultures, and history. Wars were fought, empires gained and lost power, technology improved, and society became more interconnected.
Business
Ipsos Helps Brands Understand How They Get Customer Experience Wrong & Why It’s Costing Them Millions
For brands looking to succeed in the modern business ecosystem, the customer experience (CX) is not something companies can afford to ignore. CX is a direct driver of revenue, loyalty, and growth for organizations.
Ipsos, one of the world’s leading market research firms, helps brands understand that failing to focus on the customer experience can lead to lost sales, which in turn can translate to not only millions in lost revenue but also lost trust and credibility in the market.
How brands still get CX wrong
“The customer decision and desire to do business with brands directly affect the bottom line,” says Brad Christian, Chief Commercial Officer at Ipsos – Experience Practice.
Customer experience may sound like a simple concept, but many brands still get it wrong. CX goes beyond surveys and feedback. Leaders who fail to connect feedback in a meaningful way to goals such as retention, repeat visits or purchases, advocacy, and operational performance fail to deliver on their service promises. The emotional and functional disconnect can spell trouble for brands. The most polished advertising campaigns cannot make up for a frustrating customer interaction or a promise that a business cannot fulfill.
According to Ipsos’s internal research, many customers today see service as too automated and impersonal. More than half report that their experience is worse than promised.
These findings don’t just result in disappointed buyers. They result in lost customers, negative feedback, and a long-term impact on the business as a whole.
“Brands have to manage the entire customer experience across each and every touchpoint,” explains Christian.
Poor CX can be expensive
Executives can often underestimate how expensive a history of poor CX can be. Global losses can reach into the billions while leaders wonder what went wrong. In an age of rapid social media communication, a single negative interaction can spell disaster for a company, leading to reduced customer spending or the entire loss of its most loyal customers.
Those losses are not just reflected in lost revenue, however. Customer acquisition and marketing dollars can also be lost as companies continue to spend money trying to retain their customer base, often skipping right over the experience part of retention.
Poor customer experience can be a deep operating problem that creates a domino effect, decimating businesses from the inside out. These poor experiences can impact not only present and future customer acquisition but also business leaders and employees.
CX matters more in today’s business landscape
The customer experience has always mattered, but it may matter more to brands trying to make it in a modern, ultra-competitive, digitally-driven business landscape. Good experiences encourage repeat purchases, boost loyalty, and increase the likelihood that customers will go online and recommend a brand to others.
“Customer experience isn’t an isolated function,” says Christian. “It’s part of a larger system that ensures that brands measure and manage customer experience data and then act on that data to drive action where customer experience gaps exist.”
Brands also have to seek to understand today’s customers, who expect experiences that are seamless, authentic, and relevant. As more and more companies hop on the automation train, they will want to reassure their customers that the human element that many people consider important still exists.
At Ipsos, six drivers of strong customer relationships form the bedrock of the company’s CX platform, something that they refer to as the “Forces of CX”: certainty, fair treatment, control, status, belonging, and enjoyment.
Customers want to feel that if they have an issue with a brand, it will be handled and that their concerns will be understood. They don’t want the customer experience to feel like a battleground; they want it to feel fair and human.
“Customer experience isn’t just a nicer experience,” says Christian. “It ties directly to specific financial outcomes, whether that be increased sales, greater market share, or stronger brand loyalty.”
How Ipsos helps businesses deliver customer experiences that matter
Ipsos turns customer feedback into reliable, actionable, decision-ready information. The company goes beyond simple satisfaction metrics and implements voice-of-the-customer programs, journey analytics, relationship feedback, and quality research.
“Brands don’t just need data,” Christian says. “They need measurements as to how they are delivering on their brand promise and predictive modeling to tie financial performance measures to those measures to help them determine where to invest to maximize the customer experience and understand what financial impact those investments might deliver for the business.”
Ipsos measures the interactions that matter most and shows brands how each interaction can affect retention, share of spend, and efficiency. For brands that are trying to reduce the guesswork behind CX, Ipsos helps them move beyond cosmetic fixes to achieve real, meaningful change.
Customer expectations can shift on a dime, influenced by society, social media, and even changing trends. Ipsos helps brands meet those rapidly changing customer expectations with hard evidence and comprehensive metrics.
Today’s brands need to understand how to get the customer experience right. Ipsos has the insights needed to drive home the deep importance of CX in today’s marketplace.
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