RAQS

Of course. Making customers happy by offering delightful customer experience will keep the monopoly intact. Not offering such experience will make customers to look for alternatives and competition will born.

Yes. This is all the more reason. The more citizen focus organisation becomes more it will create happiness; it will reduce frustration of citizen. Govt organisations and entities need citizen focus highest. Every such organisations needs Chief Citizen Officer to manage better citizen experience.

Oh no. Customer creation & service, retention are the full time activities of the company. How that can be managed with part time focus? Chief Customer ffce is very important full time designation.

Brand is not logo or monogram or what you commit in advertisement and marketing material. It is what happens when customers are dealing with any of the touch points of the company. Are you spending on that to make interaction memorable?

Yes this is very important. Knowing reason for your bolding with customers will enable your organisation to not only leverage the same but also action to create more reasons.

Yes without board representation of Chief Customer Officer, customers won’t be discussed in the board meetings. Customer issues have to be escalated to the highest level get highest priority and attention they deserve.

Usually feedback forms are designed wrongly to know the efficiency of the company. It has to be designed to know need, ease and delight factors of the customers. Secondly in most companies these important documents are neither read nor acted upon. Feedback forms are most important report all senior management should be interested in. It can tell the shape of financial statement to come on a daily basis.

If the answer is no idea, your company may soon be in trouble. Customers are core of every business and if MD and CEO have no time for them, core has moved somewhere else and therefore not rightly focused companies face serious consequences. Market teach lesson to companies not focussed on customers. Meeting customers as frequently as possible is the key role of every CEO and MD.

Well yes CExOs are in vogue in many of the new age companies. While in many companies traditional CEOs has assumed this business critical role.

No , if your all other initiatives are taking care of customer need fulfilment with ease and delight. Mostly all initiatives listed above are for company’s internal efficiency & productivity. CX focus requires different mindset, policies and actions.

Six Sigma can help you produce error free products and services but whether is it reaching to customers with desired ease? Whether customer is served for delight or just with flat face for bare need fulfilment?

Companies adding surprise, delight, pleasant suspense, ease and comfort in their offerings will capture the market, will get WOM and lesser elasticity to price rise.

Most entrepreneurs are not aware about this. Many who are aware couldn’t do anything about this. As per one study only 2% companies are offering delightful customer experience.

If not, someone will else do it and takes away your business. Remember the sole goal of every enterprise is to serve customers and earn profit as a by-product and not other way round. Check your business objectives , culture and capability.

Most companies do not know customer experience they are offering o their customers. Unless deliberate it will be by default. By default it will not be what it should be to keep you ahead of the competition. Know what kind of experience your business is offering to work upon improving it.

Mostly answer will be no. Yes measure customer experience this will give very important clue and action points to improve top line and bottom line.

No , if your all other initiatives are taking care of customer need fulfilment with ease and delight. Mostly all initiatives listed above are for company’s internal efficiency & productivity. CX focus requires different mindset, policies and actions.

Six Sigma can help you produce error free products and services but whether is it reaching to customers with desired ease? Whether customer is served for delight or just with flat face for bare need fulfilment?

Companies adding surprise, delight, pleasant suspense, ease and comfort in their offerings will capture the market, will get WOM and lesser elasticity to price rise.

Unless one measures, improvement measures will not start. Like profit measurement and improvement, customer experience measurement and improvement initiatives are necessary business activities.

Business processes touches customers every day. How you deal, interact, communicate, deliver everything has business process. If customer is not at the centre of business process design, customer experience is affected. Most organisations keep their efficient; cost and convenience while designing business processes. Beware your competitor can win over your customer just by better process design by keeping at the centre of process design.

Most of the time promise advertising and marketing team gives to the potential customers are way distance from the kind of experience your product team is capable of offering. This huge expectation gaps make big dent in the brand of your products. Make sure your teams are in sync with organisations custom are experience policy and capability.

Jeff Bezos , CEO , Amazon.com
"If there’s one reason we have done better than of our peers in the Internet space over the last six years, it is because we have focused like a laser on customer experience, and that really does matter, I think, in any business. It certainly matters online, where word of mouth is so very, very powerful." 

"If you do build a great experience, customers tell each other about that. Word of mouth is very powerful." 

"We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better." 


Tony Hsieh , CEO , Zappos.com
"At Zappos.com, we decided a long time ago that we didn't want our brand to be just about shoes, or clothing, or even online retailing. We decided that we wanted to build our brand to be about the very best customer service and the very best customer experience." 

"We believe that customer service shouldn't be just a department; it should be the entire company." 

"Businesses often forget about the culture, and ultimately, they suffer for it because you can't deliver good service from unhappy employees." 

"When people call our call center, our reps don't have scripts, and they don't try to up-sell. They are just judged on whether they go above and beyond for the customer and really deliver a kind of personal service and emotional connection with our customers." 

"Hopefully 10 years from now people won't even realize we started out selling shoes. They will just think about Zappos as a place to get the best customer service."

"Historically, our number-one growth driver has been from repeat customers and word of mouth."
 

Steve Jobs , CEO, Apple
"You‘ve got to start with the customer experience and work back toward the technology - not the other way around."


B. Jospeh Pine and James H. Gilmore , Author of the Book The Experience Economy
Work is Theatre and Every Business a Stage


Howard Schultz ,CEO ,Starbucks
"We believed very early on that people's interaction with the Starbucks experience was going to determine the success of the brand."


Harley Manning and Kerry Bodine, Authors of the book Outside In
Customer experience is a fundamental business driver. It's your only source of sustainable competitive advantage.

Jerry Gregoire, CIO, Dell Computers
The customer experience is the next competitive battleground.