U can WOW !!!! or Un-wow CUSTOMERs through business processes.
Some businesses r run without formal processes. Its people driven. Its keep changing from people to people.
- Unorganised
Some businesses are only process driven without having customer in FOCUS.
- Mechanical
Some Businesses are run by people and process.
- Human
Like Film script, writing business script (Processes) is an ART.It requires understanding of business, human behavior, target market, business objectives , culture & risk too. Its a team effort with whole organisation INVOLVED.
To create Memorable & Delightful CUSTOMER Experience, approach to Business Processes plays KEY role.
Customer Experience Champion Starbucks Believes in:
( Converting ordinary experience into Extra ORDINARY )
- Make it your Own
- Everything Matters
- Surprise & Delight
- Embrace Resistance
- Leave your Mark
Happiness Champion Zappos.com believes (Core Values) in:
- Deliver WOW through Services
- Embrace & Drive Change
- Create fun & little weirdness
- Be adventurous, creative and open minded
- Pursue Growth & Learning
- Built open & honest relationship with communication
- Built a positive team with family spirit
- Do more with less
- Be passionate and determined
- Be humble
Unless the core values or business motives are clear , business processes ( script ) will remain Mechanical and will/can never WOW!!!!
Start with Core Value / Belief and Change Drivers and then write ( re-write / re-design/ re-vamp ) script. Its a SCRIPT which decides success or failure of MOVIE ( Business too ) .
