Monday, January 9, 2012

7 Drivers of WOW!!! Customer Xperience (enterprise survival also)


Drivers of Customer – Xperience (enterprise survival also)

-       Product Info & Guidance -  { enablers } Website, Sales Collateral , Conferences & Exhibition, Social Media

-      Quality -  { enablers } Six Sigma , TQM


-       Cost - { enablers } JIT, KAIZEN , Lean, BPR , Technology – SAP , ERP etc


-       Speed -  { enablers } Lean, BPR. Technology, TOC, Logistics & Distribution Strategy


-       New Products - { enablers } Innovation , R & D


-       After Sales Service -{ enablers } Grooming, Training,  Social Media


-       WOW!!! - { enablers }   All the above elements designed by keeping CUSTOMER @ the center and working of these elements to create symphony added by some CREATIVITY at all levels. 

   Companies are excited to initiate select programmes stated above , HOWEVER yet most companies are not recognizing the importance of Customer Experience  , which is the wholesome DRIVING FORCE for any and every initiative , a company undertakes. 

   Reason: No Existence of Customer Xperience Officer in charge of over all end to end Customer Xperience !!!

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