Companies those who Want to focus on Customer.
Step - 1 - Appoint Chief xperience Officer ( Reporting to CEO )
Step - 2 - Assign Powers to C Ex O ( he is a part of every senior management committees )
He is the Bucks Stops Here kind as far as customer experience is concerned.
H(er)is KRAs:
1) Making Customers FAN of the company brands
2) Focus on Customer Referral is the way to get substantial additional business
3)Improve company Net Promoter Scorecard
4)Making company culture customer focused ( Tweaking/Re engineering business processes and making people more sensitive to customer needs { internal & External })
He will not only make company customer centric & talk of the town but also substantially add to top and bottom line.
Pleasure !!!!
ReplyDelete