Showing posts with label citizen experience. Show all posts
Showing posts with label citizen experience. Show all posts

Monday, January 20, 2014

Why Election Manifesto Should Start With Citizen Experience Statement ?

Like Companies , countries also create experience for its citizen & guests - investors & tourists. Concept of customer experience equally applies at national level. 

It is the fundamental role of every Government to create better experience for its citizen - through better governance, better infrastructure - hard & soft, better policies, better law & order , better & sensitive Government employees. 

Every Government will make or break their chances of winning back based on their performance counted on the above parameters of creating better citizen experience. 

If we analyse Government retaining the power and Government going out of power, deciding factor is track record or people perception of ability to deliver better citizen experience. Therefore election manifesto should start with Citizen Experience Statement ( like Customer Experience Statement for business enterprise ).

In the experience economy we all are living in creating better customer /citizen experience is the KEY , KPI whether its a company or Government or for that matter any enterprise - for or not for profit. 

Wednesday, November 27, 2013

WHY & HOW of Clients Experience at Professional Firms

CX = Customer Experience = Citizen Experience = Clients Experience 

Yes principles of Customer Experience equally apply to all the entities whether for profit, not for profit, Govt entities, professional firms, B2B & B2C. It is not just B2C phenomena.  

Every product or service recipient expects better experience. There is always expectation gaps and scope for improvements which varies in degree.

In case if some enterprise is in the monopoly business orGovt entities like municipal corporation or railways, it is all the more important as bad experience will have social repercussions. Longer queues, longer time for approvals or attending application , indifferent staff attitudes everything adds up to personal  & social stress & frustrations. 

Professional firms (doctors/lawyers/accountants & the likes) mostly enjoy relationship of trust and confidentiality with their clients. There is an approach of one-up man ship by these professionals with their clients. In no other case service recipient is so vulnerable. Here again like the one in monopoly business better clients experience counts. It not only is necessary for better social impact but also counts as new and better service providers are around. 

In the absence of advertising  professional consulting is the area where most business comes through clients’ referrals & word of mouth. Creating a culture of offering delightful clients' experience is the prerequisite for these firms to grow. One may take a clue from Extreme Customer Orientation by Norwegian Insurance Company Gjensidige. Those who are keen about ROI of CX Initiatives may read this ; What CEOs should know before they ask for ROI of CX Initiatives ?

Now the most prominent question is HOW? Here is a ten step process. 

- Map the entire clients’ journey 
- Identify at all touch points
- Identify critical & good to have experience
- Check/Measure what is kind of experience is doled out at each of the touch points
- Internally discuss scope of improvements
- If require brainstorm entire new service design
- Train & retrain front facing and support staff
- Prototype the new or redefined service
- Fine tune with initial clients’ feedback
- Roll out the service 

Make clients feedback an integral part of services like billing. 

Remember HAPPY customers will refer others and unhappy will look for every opportunity to get out. Both will use social media subsequently to share their experience. 

To sum up in the words of management guru of our times Peter Drucker “The purpose of the business (incl profession) is to create customers (incl clients).  ” If this is the purpose ; HOW any forms of entity can ignore CX what will retain customers , create more customers & offers more pocket share of customers?  

Saturday, January 15, 2011

Customer Experience turns Citizen Experience in Gujarat

When CUSTOMER experience thinking is applied at state level it becomes CITIZEN Experience (Aspirations) management. CM Narendra Modi very well knows this and applying the same to his fullest capacity. I was in Gujarat on 12/13th of Jan.Vibrant Gujarat - Amazing Show of Strength of Gujarat and what one man with dedicated mission can do.

One has to be there to experience the vibrancy in people of Gujarat just because of their leader is doing every bit to develop and promote the state. Not only political leaders but our corporate leaders also have to learn many things from this vibrant leader. How is he driving the state keeping people's development agenda at the CORE. He believes that customers i.e citizen come first. Billions of dollars of MOUs, investments, people centric innovative schemes, celebration of festivals on large scales, explosion in infrastructure development & what not!!!

Two eye opener (political) when I was returning from Gujarat: US wants to partner with the state under his leadership in 2013 Vibrant Gujarat  Summit and benefit out of the state's economic development but no Visa to man who is making this happen (Duel Standards, we need more of wiki leaks to bring out hypocrites in political system world over) and secondly India need leader who can think, act and delivers and not only scholar and learned as PM. Leaders and not scholars can run the state , country and for that matter any institutions.