You need your customer more than they need you . Do you know this fact? Many would reply – YES we know.
But real problem starts when we see our action as far as customer experience is concerned. Our actions are not commensurate with the statement above.
How many companies have mission /vision statement? Most company will answer in affirmative.
But again real problem starts once the statement is freezed and put up on website and reception area. Other than customers no one in the organisations reads and practice that.
How many of the entrepreneurs are aware that in an era of commoditisation of products and services , ease & delight in fulfilling customer needs is the real sustainable competitive advantage? Fair number of entrepreneurs have now started realising this.
But how many entrepreneurs have done anything to achieve this competitive advantage ?
Become your own customer – visit stores, call call centers , use after sales, talk to front line people , talk to back-end people (their action or inaction impact performance of front-line employees and customer experiences) and realise – map competitive advantage your company enjoys.
Entrepreneurs and CEOs are talking & complaining about low sales, competitive pricing pressure, top-line growth issues, challenge of how to differentiate – but rare number of entrepreneurs and CEOs are taking action in the space of bettering customer experience (CE) and most are just clueless , complaining and talking about ROI on customer experience initiatives.
What is the ROI of life insurance policy? What is the ROI of medical treatment cost of a dying patient? What is the ROI of cost of going to the Gym? No we do not see ROI on insurance policy or medical treatment as it is a MUST to protect our family from risk , survival or preventive health measures. CE initiatives are beyond ROI as these are MUST , not just to survive but it is the cause of every business.It has to be a part of business strategy. (though ROI of better CE is obvious i.e. survival)
Cheese has again moved and those focusing on bettering customer experience know who moved and how to remain with cheese , all remaining are questioning & complaining – WHO MOVED MY CHEESE (Customers) ?
Dear blogger friend,
ReplyDeleteWe take this opportunity to inform you that your blog has been listed in the Directory of Best Indian Blog, 2012-13 edition. [The announcement can be seen here.]
We have been bringing out this Directory since 2011 and the present one is its third edition.
If you are hearing of ITB for the first time and are curious about it, you might like to see our blog selectioncriteria and the process we follow for selecting blogs for this Directory.
We don't know how much you care for your blog’s listing, but we assure you that we work hard to select blogs for the Directory. ITB badges on hundreds of Indian blogs are a testimony of the trust bloggers pose on us.
Our hearty congratulations on your maintaining a quality blog, and we wish that your blog reaches new heights.
Best wishes!
IndianTopBlogs team
PS:
1. If you have any reservations about your blog's inclusion in the Directory, do email us and we’d remove your blog from our listing.
2. If you feel like, do place ITB badge on your blog. It is purely voluntary but we are sure it will add value to your blog in terms of reputation, popularity and position on search engines.
3. We have started a blogging community in Google Plus, with a few members to start with. We intend to make this community a place to exchange ideas about the craft of blogging. The Indian blogging community will benefit if you agree to join the G+ community page. Joining is very simple: Kindly go to the URL given below, join / sign in to Google Plus and click on 'ask to join'.
https://plus.google.com/communities/112035804567703045429
4. We are posting this message here as we could not find your email ID on the blog. Or did we miss it?
Thanx
ReplyDelete