When was the last time your business processes were realigned keeping customer experience in mind ?
Do you know business processes are the major culprit in creating damaging customer experience ?
When fulfilling a customer need - business processes can play a key role in making it happen with ease , speed and delight.
Process complexity delays the delivery , irritates the customers , break the relations and customer looks for elsewhere.
Business process mastery can give you competitive advantage. Flipkart is the shining example of process mastery. Their enviable TAT is the result of process mastery keeping customer at the center of the process design. Whatever the processes employed customer gets speedy delivery.
Huge money invested to built brand on media , huge money invested in technology and logistics. However before they built brand through media there was already word of mouth online brand building happening through customers. Media helped them to achieve tipping point but ground work was kept ready through their superior logistics for only one product - Books.
There are plenty of leakage points in offering superior customer experience but business process is the critical part which makes or breaks the business. Business process re-engineering which keeps customer's need and not company's need at the core archives what the company ultimately wants - superior PROFIT through superior CUSTOMER EXPERIENCE.
" You have got to start with CUSTOMER EXPERIENCE and work backward for technology , process & people" Steve Jobs.