Drivers of Customer – Xperience (enterprise survival also)
- Product Info & Guidance - { enablers } – Website, Sales Collateral , Conferences & Exhibition, Social Media
- Quality - { enablers } – Six Sigma , TQM
- Cost - { enablers } – JIT, KAIZEN , Lean, BPR , Technology – SAP , ERP etc
- Speed - { enablers } – Lean, BPR. Technology, TOC, Logistics & Distribution Strategy
- New Products - { enablers } – Innovation , R & D
- After Sales Service -{ enablers } – Grooming, Training, Social Media
- WOW!!! - { enablers } – All the above elements designed by keeping CUSTOMER @ the center and working of these elements to create symphony added by some CREATIVITY at all levels.
Companies are excited to initiate select programmes stated above , HOWEVER yet most companies are not recognizing the importance of Customer Experience , which is the wholesome DRIVING FORCE for any and every initiative , a company undertakes.
Reason: No Existence of Customer Xperience Officer in charge of over all end to end Customer Xperience !!!
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