Customer Experience = Marketing Job ?? Biggest Myth of enterprises of TODAY.
Its d Job of the highest decision maker or decision making forum in d company.
Why?? Customer Experience can be altered and made delightful by;
1) Making Offerings stand out among the competing crowd
2) Making HR more customer friendly and happier
3) Making business processes customer friendly and quicker
4) Making after sales , powerful tool to get new sales
5) Going out of the way to help customers. Its abt empowering yr people
6) Its about DESIGN. The way products /services will be manufactured and delivered to the customers.
7) Its abt sales collateral, ad campaign, social responsibility, governance and everything.
Its a SOUL (Script) of any enterprise. How CEOs and Core Team can remain out of the DESIGNING process of Customer Xperience and leave it to CMO or CSO??
CEOs other priorities without the center focus of customer experience design are misplaced priorities. Its red ocean mind set and running away from the real issue.
