Another WOW !!! from Flipkart.com

I ordered books on 10/1 at 18.19 and books delivered to me from Bangalore to Mumbai on 11/1 at 9.20 in the morning. 

Unexpected pleasant surprise. 

I am neither a preferred customer nor order was not an emergency , even I didn't pay for the shipping but then what went RIGHT??

I think its their style to WOW!! their customers. Its the culture supported by matching processes and motivated team. It is their way of saying  "This is HOW we do WHAT we do."

2nd Episode: Day 11/ Jan /12: Time 19.20

I ordered one book , 6 copies for gifting to different individuals. Since order were for 6 copies of the same book, I got a call from Flipkart.com today 12/Jan/12 at 9 AM confirming that I have placed these orders. Look at the customer thinking that might have gone into this process design. 

Disclosure:  I am no way even remotely connected with any one @ Flipkart.com

Customer Service Is Not a Department, Its your Company

Why Surprised !!!!. As an entrepreneur you started d company to offer some solution to the CUSTOMER. Isn't it true ???

Unfortunately as the company grows, it develops silos and other than CEO, everyone else is responsible to their limited area of operations. This is how companies are managed. But the problem with this way of working is NO one cares about the customers other than customer care and sales department. 

But difference between core competency and competitive advantage could be  - Excellent Customer Focus & offering Delightful & Memorable Xperience.

Core Competency will keep you in business , competitive advantage will give you an edge by allowing some extra profit , low marketing efforts, quicker sales cycle & more repeat/referred customers. 

One of my young followers mailed me that Kingfisher Airlines is offering wow customer experience & now they are almost on the verge of collapse & other non wowers are surviving thereby questioning entire wow experience strategy.   

I have read tweets of many of whom I follow. There are two views on govt bailout or support to private sector Company in trouble but everyone unequivocally agree that company is offering great customer experience.  All of them are brand loyal , brand referrers, opponents of financial package also cant stop but admire for what kind of experience company is creating for their customers. These loyalty and wow!! experience perhaps will be instrumental in helping the company in times of crisis. Financial Troubles are and can be due to various structural and financing issues, but WOW !!! factor they could create is the key not only for voice of customers to support the company but loyal and repeat customers will remain loyal to the company  for revenue to keep coming. 

Even in the case of Satyam Scam, one of the independent directors acknowledged that their customers' loyalty was the reason they could revive so beautifully even in times of severe survival crisis. 

Wowed Customers = Happy Customers = Loyal Customers = Brand Promoters 

Therefore keep wowing customers, they will go to any extent to support you in times of crisis. Is Wowing Customers, your competitive advantage????

New Social Media Theme :  Like it? Share It , tweet it.

How to WOW !!!

Inviting tips , ideas & stories for my book How to Wow !!!!. 

Its abt wowing yr audience as an individual or as a company. Tips, real life stories and more such stories r welcome. 

Participants will receive free ecopy with due credit if story find place in the book. 

r CEOs PASSIONATE abt their CUSTOMERS?

During last 7 days columnists in leading business papers wrote abt Customer Experience and WOW !!!  THRICE.

1) In Mint Shuchi Bansal - Marketing & Media Editor referring to wow!!! customer services by Quintessentially Services.

2) In ET , Amitabh Chaudhry - Chief HDFC Insurance talking abt Customer Centricity of the Organisation.

3) Today, Ruchard Branson in the Mint talks abt Delightful Customer Experience as core competency @ Virgin.

However unfortunately most Top Managements in India still think Customer Experience is marketing and customer services department job. Whenever I speak to the owners of the businesses abt the subject, 9 3/4th  out of 10 refers me to their customer service and marketing dept. They even dont bother to know more abt it. 

They will do every other things to push their sales , spent time with brand designers , media and ad agencies, large growth options thru M & A, large fund raising , but when it comes to customer and customer experience they turn it to other departments. I fail to understand for /with whom they spent time if customers are not their priority or domain!!! 

No one , in fact no one thinks abt customer WOW !!! Moments,  forget designing that WOW !!! moments. 

In the world of online fulfillment , all physical businesses will keep fighting and bleeding in red ocean unless they make compelling reasons for the customer to experience their offerings. 

This will not happen without the top management's passion for the customers.