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.
Very interesting post. I couldn't agree with you more. Ironically, I recently got let go by the CEO of my old company because I was too focused on Customer Experience. I strongly believe that Customer Experience is the driving factor for residual sales, and therefore should be a priority. I'm not saying that "something needs to change every day", but there are always things one can do better to an e-commerce site. With that being said, I'm happy to give my input on your e-commerce site if you wish. Please feel free to contact me.
ReplyDeleteThanx Mike. Yes Center of the activities shud be Customer. We are here to make FANS and not minimum interested transaction focus buyers.The more companies are engaging the more loyal r customers. I like d words like talk of the town, wow!!! , FANs, amazing, awesome , unprecedented etc. Cheers.
ReplyDeleteThe word CEO has become a misnomer,too many CEOs are actually COOs in disguise!
ReplyDeleteHmmm. That is again another problem. We are too control freaks.
ReplyDeleteWell put. I built a consultancy around this very issue.
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