Friday, July 8, 2011

Business ( Scripts ) Processes that create Memory n Delight !!!!

Processes r SCRIPT of the Business. 

U can WOW !!!! or Un-wow CUSTOMERs through business processes. 

Some businesses r run without formal processes. Its people driven. Its keep changing from people to people. 

- Unorganised

Some businesses are only process driven without having customer in FOCUS. 

- Mechanical

Some Businesses are run by people and process. 

- Human

Like Film script, writing business script (Processes) is an ART.It requires understanding of businesshuman behavior, target market,  business objectives , culture & risk too. Its a team effort with whole organisation INVOLVED. 

To create Memorable & Delightful CUSTOMER Experience, approach to Business Processes plays KEY role.

Customer Experience Champion Starbucks Believes in:
( Converting ordinary experience into Extra ORDINARY )

- Make it your Own
- Everything Matters
- Surprise & Delight
- Embrace Resistance
- Leave your Mark

Happiness Champion believes (Core Values) in: 

- Deliver WOW through Services
- Embrace & Drive Change
- Create fun & little weirdness
- Be adventurous, creative and open minded
- Pursue Growth & Learning
- Built open & honest relationship with communication
- Built a positive team with family spirit
- Do more with less
- Be passionate and determined
- Be humble

Unless the core values or business motives are clear , business processes ( script ) will remain Mechanical and will/can never WOW!!!! 

Start with Core Value / Belief and Change Drivers and then write ( re-write / re-design/ re-vamp  ) script. Its a SCRIPT which decides success or failure of MOVIE ( Business too ) . 

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