If an enterprise wants to fulfil the customers need with ease and delight, enterprises should know what the need is, what will add to ease while fulfilling the need and what will be icing on the cake i.e. delight.
Customers take a journey to fulfil his need. For example, if we look at the journey of a home buyer;
1) First, he will look for the project, either in the newspaper or on the website.
Customer Reviews are a new currency which is solely dependent on customer experience an enterprise is creating. But customer experience depends on what? Well, first and foremost it is the job of CEO and then it is taken over by the people. People working for the organisation are the brand ambassadors.
Every employee over and above their JD, does the brand building for the enterprise she is working for. The Brand building includes brand destroying. People are the only living being working for the organisation. Rest all are created by the people as it can’t happen automatically. Continue reading...
MAMI, film festival, which was in a financial crunch last year is now finally on a strong footing now with sponsors like Reliance Jio and Star TV. Mumbai, the heart of Indian film industry facing financial crunch was a matter of shame for the city. Mumbai even does not have a Bollywood museum for visitors of the city to know the rich heritage of India Hindi movies.
However, the festival is a very good event and not to be missed event for Movie lovers and everyone associated with the art of movie making. Read more....
Customer experience will overtake the product and pricing as a key brand differentiator. ( I am not saying so to promote my book on Customer Experience in times of social media “The Bread is moving”. Check the source of the survey here.)
Many enterprises are either not yet aware about the customer experience or they have other priorities than working on to create a customer experience focused organisation.
But a few statistics will awake the decision makers and people responsible for P & L A/C. Read more...