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.
Some businesses are only process driven without having customer in FOCUS.
Some Businesses are run by people and process.
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 ) .