Your company may be working in SILOs but customers see through the company as one entity or brand. This is the reason companies are at greater risk of being exposed.
Many enterprises may think that only front-end people and front-end outlets are being exposed in front of Customers.
Customer experiences your enterprise in following ways during their journey.
When Mr Zubin Mehta will perform in Kashmir on 7th Sep, in front of the audience, he is aware that they are in front of their audience and their preparation will be in tune with that. There is however no difference be it audience or customer but difference lies with symphony orchestra conductor and business enterprise conductors ie CXOs.
One is aware and others are not aware that they are in-front of the customers and are exposed to them whatever /where-ever they do.
Become aware that your enterprise is staging a show in front of your customers & prepare accordingly. Remember author duo - Pine & Gilmore - Work is a theater, every business a stage.
Many enterprises may think that only front-end people and front-end outlets are being exposed in front of Customers.
Customer experiences your enterprise in following ways during their journey.
Every-time they touch your enterprise you are exposed.
Touch
Points
|
Exposes (Indicative not conclusive list)
|
Advertising
/ Sales Website
|
Branding, Communication , Product/Service Conceiving
Capability
|
Word Of
Mouth
|
How you have dealt with your previous & existing
customers, customer policies posts sales , product & service qualities
|
Product/Service Display/Demo
|
Manufacturing , Engineering , Service Capability
|
Front end
people
|
Training , HR Policies
|
Back-end
Processes
|
How your business process are designed & aligned
to customer needs- like delivery, billing, packaging, queue management,
admission process.
|
Outlet/Website for Transactions
|
Design & display capability , ease &
convenience capability , safety policy, people policy
|
Company
Policies
|
Return, exchange , store location policy
|
Product/Service
Usage
|
Manufacturing , Engineering , Service Capability
|
After
Sales Responsiveness
|
Customer Policy, Company Culture
|
Whatever the enterprise does at the back-end invariably touches the customer.
When Mr Zubin Mehta will perform in Kashmir on 7th Sep, in front of the audience, he is aware that they are in front of their audience and their preparation will be in tune with that. There is however no difference be it audience or customer but difference lies with symphony orchestra conductor and business enterprise conductors ie CXOs.
One is aware and others are not aware that they are in-front of the customers and are exposed to them whatever /where-ever they do.
Become aware that your enterprise is staging a show in front of your customers & prepare accordingly. Remember author duo - Pine & Gilmore - Work is a theater, every business a stage.
