During last 7 days columnists in leading business papers wrote abt Customer Experience and WOW !!! THRICE.
1) In Mint Shuchi Bansal - Marketing & Media Editor referring to wow!!! customer services by Quintessentially Services.
2) In ET , Amitabh Chaudhry - Chief HDFC Insurance talking abt Customer Centricity of the Organisation.
3) Today, Ruchard Branson in the Mint talks abt Delightful Customer Experience as core competency @ Virgin.
However unfortunately most Top Managements in India still think Customer Experience is marketing and customer services department job. Whenever I speak to the owners of the businesses abt the subject, 9 3/4th out of 10 refers me to their customer service and marketing dept. They even dont bother to know more abt it.
They will do every other things to push their sales , spent time with brand designers , media and ad agencies, large growth options thru M & A, large fund raising , but when it comes to customer and customer experience they turn it to other departments. I fail to understand for /with whom they spent time if customers are not their priority or domain!!!
No one , in fact no one thinks abt customer WOW !!! Moments, forget designing that WOW !!! moments.
In the world of online fulfillment , all physical businesses will keep fighting and bleeding in red ocean unless they make compelling reasons for the customer to experience their offerings.
This will not happen without the top management's passion for the customers.