Towards Customer Centric Enterprise...
That would be the interest of any company executives within this decade to bring their organization to next level and sustainability...
The following are 4 stages can be operationalized in order to deliver customer experience..
Stage 1: Identify the “customer value” for each customer service offered. To ensure your success
you need to have a very clear idea of who your customer is and what the customer requires.
Stage 2: Plan the process for the customer (the customer journey) around the customer needs
in support of the customer purpose.
Stage 3: Identify the services required along each customer journey to deliver the most effective
customer purpose and build the organisation around the effective delivery of these services.
Stage 4: Provide access to the service offerings by whatever channel the customer chooses and
allow them to swap channels mid-journey if that is what they require.
That would be the interest of any company executives within this decade to bring their organization to next level and sustainability...
The following are 4 stages can be operationalized in order to deliver customer experience..
Stage 1: Identify the “customer value” for each customer service offered. To ensure your success
you need to have a very clear idea of who your customer is and what the customer requires.
Stage 2: Plan the process for the customer (the customer journey) around the customer needs
in support of the customer purpose.
Stage 3: Identify the services required along each customer journey to deliver the most effective
customer purpose and build the organisation around the effective delivery of these services.
Stage 4: Provide access to the service offerings by whatever channel the customer chooses and
allow them to swap channels mid-journey if that is what they require.
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