Showing posts with label Work is a theater. Show all posts
Showing posts with label Work is a theater. Show all posts

Friday, September 6, 2013

You are EXPOSED !!!

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. 

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.