White Paper on WOW Customer Experience for Consumer Companies
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White Paper on WOW Customer Experience for Consumer Companies

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Guide to Create WOW !! Customer Experience for Banking, Healthcare, Hospitals, Travel, Retail and Etail Online Retailers.

Guide to Create WOW !! Customer Experience for Banking, Healthcare, Hospitals, Travel, Retail and Etail Online Retailers.

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White Paper on WOW Customer Experience for Consumer Companies White Paper on WOW Customer Experience for Consumer Companies Document Transcript

  • White Paper { in Colour }How to create WOW!!! CUSTOMER Experience for Retail { + e-tail }- Healthcare - Banking - Insurance - Tourism Companies[ This white paper is for the entrepreneurs wanting to create actionablebrand. It is about making enterprise ready to engage with employees &Customers to offer WOW!! Customer Xperience – An UnbeatableCompetitive Advantage. It is about CHANGE, it is aboutDELIGHT and HAPPINESS, it is about MAKING a DIFFERENCE. ]Sunil GANDHI2012 – Validity - Forever
  • www.wforwow.wordpress.com 1 !!!!!!!!!!!!!!.………………………og I ereH sevitaitini eseht NOiTCA ot woH )1 sevitaitinI eht fo egatnavdA )2 !!! thgileD ot snoislupmoC )3 !!! thgileD ot stnerreteD )4 ?thgileD yhW )5 ?ecneirepX remotsuC si tahW )6 :sedosipe )6( xiS ni repap ym nekorb evah I .egatnavdA evititepmoC weN eht si thgileD ecneirepxE remotsuC .etacilper ot tluciffid tsom eht si erutluC remotsuC revewoh elbacilper era segatnavda evititepmoc rehto llA )2 dna tnereffid si erutcip laer tub ecivres remotsuC taerg gniod era yeht kniht yam esirpretnE .nrecnoC si remusnoC sa raf sa dezitidommoC era stcudorP & secivreS tsoM )1 :seitilaer OWT eht ot seirtsudni eseht ni degagne sruenerpertne ezitisnes ot yliramirp siht etorw I .repap siht ni detats } POT d @ nam eht yb dehsilbatse { selpicnirp eht no nur dlrow eht fo sknaB ecremmoC & seY , moc.soppaZ ,senilriA tsewhtuoS & nigriV ,skcubratS ekil seinapmoC .repap siht htiw TLOJ a teg lliw ecneirepX remotsuC naht tnereffid gnihtemos si gnidliub DNARB taht kniht ohw esoht nevE .emit rieht htrow tnemucod siht dnif ton yam noitcnuF selaS & gnitekraM a si ecneirepX remotsuC taht kniht ohw srenwO NOW is Generation WOW!! Generation .gnineppah si TAHW siv a siv neppah nac TAHW tuoba erawa yrtsudni eseht ni degagne slanoisseforp ekam ot si tI .SREMOTSUC rof NOISSAP rieht ETIGNI ot si tI .SREMOTSUC rieht htiw erom sruenerpertne egagne ot si sihT exciting and actionable actionable. ylhgih repap siht dnif dluow , dlrow siht no kram rieht evael ot tnaw , DNARB rieht rof NOISSAP sah ohw & sredloh erahs rieht naht erom sremotsuC rieht rof ERAC ohw sruenerpertne esoht ylnO .}enilnO{ O ot }enilffO{ O dna }remusnoC{ C ot }ssenisuB{ B fo ssenisub eht ni degagne ruenerpertne YREVE rof ton si repap etihw sihT ( Words of ) Caution:1
  • www.wforwow.wordpress.com 2 .pihsnoitaler dna ssecorp gniogno na s’tI .deredner si ecivres/snoitcasnart selas fo erusolc dnoyeb sdne dna egats gniyub erp morf strats ecneirepX remotsuC .ytivitca yranidro morf secneirepX elbaromem setaitnereffid gnitca fo TCA ehT .meht htiw gnigagne tuoba tub sremotsuC gniniatretne tuoba ton s’tI .gnigagne erom ,ffo ro egats no demrofrep rehtehw krow ekam ot WOH tuo erugif tsum sessenisuB .ertaeht fo TCA na si yltcerid sevresbo remotsuC a krow ynA .ereht sdne noitaitnereffid elbarapmoc dna elbisiv tuB .stnempiuqe dna erutcurtsarfni nredom ro snrettap tnemyap tnereffid ,eugolatac tcudorp elyts tnereffid ,noitacol cigetarts evah yam uoY ?srotitepmoc ruoy fo taht ot sessecorp ruoy era tnereffid WOH .sgnireffo ruo htiw sREMOTSUC htiw gnigagne tuoba s’tI .esnepsus dna esirprus remotsuC tnasaelp ot gnidda dna ecifircas remotsuC !! WOW !! WOW WOW gnicuder tuoba s’tI .eb NAC ecneirepX elbaromem dna !!!! WOW ro retteb tahw fo aedi na evig lliw tahT yt baromem dna thg ed yt baromem dna thg ed y baromem dna hg ed .ecivres roop edivorp ,ecneirepX na otni ecivres a )nrael &( nrut oT .yttiiiilllliiiibaromem dna tthgiiiilllled gnitaerc tuoba ti ,laudividni gnigagne ,sesnes evif gnigagne tuoba s’tI ?? tuoba lla si ecneirepX si tahw lla retfa ……… tuB .ecneirepX ot ytidommoc morf drawpu evom ew sa relles sdrawot stfihs rewop gnicirp noitnem ot deen oN Display -1 Guest Client User Market Buyer Stager Provider Manufacturer Trader Seller Offerings Memorable Intangible Tangible Fungible Nature of Attributes Personal Customized Standardized Natural Key Offer Stage Deliver Make Extract How to Progression Xperience Services Goods Commodity Economic .ECNALG a @ ecnereffid eht nialpxe lliw woleb elbaT .ymonoce ECNEIREPX ot ECIVRES ot SDOOG ot YTIDOMMOC morf dessergorp evah eW EGATS a s ssen suB y evE & ERTAEHT a s k oW ....EGATS a siiii sseniiiisuB yrrrrevE & ERTAEHT a siiii krrrroW EGATS a s ssen suB y evE & ERTAEHT a s k oW EGATS a s ssen suB y evE & ERTAEHT a s k oW ; ekil sessenisub senifed tpecnoC ymonocE ecneirepX fo rehtaF ,eromliG & eniP oud rohtuA .noitaitnereffiD & ecirP no etepmoc sessenisuB taht su thguat retroP leahciM egatnavdA evititepmoC fo rohtuA Customer Xperience – What is it?2
  • www.wforwow.wordpress.com 3 .lufsseccus mih ekam ot troffe ttuo lllla gniikam dna DNARB ehtt httiiw gniillaed yb eveiihca ott sttnaw remottsuC tahw gnidnatsrednu tuoba s’tI uo a gn kam dna DNARB eh h w gn aed yb eve hca o s naw remo suC ..smellborp siih dnattsrednu ott remottsuC ffo seohs ehtt ottnii gniippetts dna gniigagne ,,gniinettsiill ttuoba s’’ttII .tsoc thgir sme borp s h dna srednu o remo su o seohs eh o n gn ppe s dna gn gagne gn ne s uoba s ttta dna emiiittt ttthgiiir ttta gniiihttt ttthgiiir gniiiod eb dllluoc tttnemetttiiicxE ?sU refffeR dna nruttteR ottt remotttsuC rof hguone a dna em hg r a gn h hg r gn od eb d uoc neme cxE ?sU re eR dna nru eR o remo su a dna em hg r a gn h hg r gn od eb d uoc neme cxE ?sU re eR dna nru eR o remo su GNITICXE si ecneiirepxE remottsuC ruo rehttehW :: sii noiittseuQ reggiiB ..sremottsuC derrefer dna taeper repxE remo su ruo reh ehW s no seuQ regg B sremo su hguorh neppah y no nac ahT hguorhtt neppah yllno nac ttahT .enil-mottob elbaniatsus rof nalp & kniht TSUM sruenerperttne ttub selaS TSUM sruenerper ne ub hguorht deveihca eb nac enil mottoB .secneirepxe elbaromem dereffo dna dehcuot era elpoep ynam woh dna segats ynam woh yb denifed si erutluC .ti s’tahT .selaS gnikaM tsuj & ni REMOTSUC gnitteg tuoba lla s’tI .elpoeP eniltnorF dna doireP ecivreS lautcA dnoyeb gnikniht rieht ekat ton od revewoh seinapmoc tsoM Expectations the World Certain Expectations & Sharing with Actual Experience Decision with Matching/Mismatcing Search, Opnion & •Frontline People •Past Experience •Word of Mouth Word Processes • Business •Word of Mouth •Social Media Social Touch Points •Social Media Service •Actual In Service •After Sales After Center Layouts •Marketing /Call Relationship •Location & •Customer Customer •Advertisement/PR Pre Service Post Service Service Period Customer Journey Canvas Journey .YEK eht si noitcasnart eht retfa & erofeb osla tub gnirud ylno ton .e.i gnilaeD fo ytilibaromeM & thgileD3
  • www.wforwow.wordpress.com 4 box anywhere in the .devil trohs dna dethgistrohs era setuor rehto llA .sremotsuC yppaH dna seeyolpmE yppaH hguorht si sredloherahS yppaH ot etuor revewoH .drawkcab kroW & .ecneirepxE ot ecivreS ot tcudorp ot ytidommoC ,remotsuC ot elpoeP dna ssecorP ,tcudorP ,lanretxE ot lanretnI .tsaf gniknirhs llits dna neknurhs sah dnuorgelttab suoiverp eht fo ezis tekram sa erahs tekram ressel dna ressel teg ot gniog era dnuorgelttab dlo ni gnithgif esoht ,no devom evah SREMOTSUC dna degnahc sah dnuorgelttaB .WON emoceb ydaerla sah txeN sihT . ”dnuorgelttab evititepmoc txen eht si ecneirepxE remotsuC“ ,OIC lleD fo sdrow eht ot kcab gnioG .ecaps liat-e no moc.trakpilf dna ecapS erachtlaeh ni elpmaxe gninihs eht si ayalaydurH anayaraN elihw ,gniknab sucoF remotsuC fo elpmaxe rehtona si knaB seY ,ycilop remotsuC rieht urht si tnartne etal hguoht tops pot ot ylkciuq tog riA rehsifgniK epacsdnal naidnI nI .noitaerC ecneirepxE remotsuC !!!WOW urht noitaerC htlaeW selpmaxe lanoitanretni tseb era skcubratS dna ,moc.soppaZ ,nozamA ,elppA fo sekiL .GNIK eht evres TSUM sredloherahS dna seeyolpmE dna gniK ehT si remotsuC taht desilaer evah redro cimonoce wen siht ni sruenerpertne yranoisiV .devil trohs dna dethgistrohs era setuor rehto llA .sremotsuC yppaH dna seeyolpmE yppaH hguorht si sredloherahS yppaH ot etuor revewoH .sucof dna noitnetta mumixam gnitteg si ohw redloherahs eht saw ti ssenisuB fo mlaer eht ni revewoH .selaS derrefeR / taepeR dna ,tiforP ,euneveR sgnirb remotsuC .lavivrus dna ecnetsixe rieht rof esuac dna nosaer eht era sremotsuC .SREMOITSUC sti evres ot tuo si ssenisub yrevE .SUCOF ni reven saw REMOTSUC .noitazimixam tiforp & etsaw dna krower diova ot secivres dna tcudorp eerf rorre , noitasimixam tup hguorht ,ycneiciffe lanretni tuoba lla s’tI .SREMOITSUC no desucof yltcerid eseht fo enon , cte neziaK ,dracerocS ecnalaB ,naeL ,amgiS xiS ,COT ,MQT ti eb seicneiciffe lanretni no desucof syawla evah sevitaitinI egnahC dna seiroehT tnemeganaM moc.nozamA ,OEC ,sozeB ffeJ ”.retteb tib elttil a ecneirepxe remotsuC eht fo tcepsa tnatropmi yreve ekam ot yad yreve boj ruo s’tI .stsoh eht era ew dna ,ytrap a ot stseug detivni sa sremotsuC ruo ees eW“ ".ygolonhcet eht rof etS OEC xE s e ppA sdrawkcab krow dna ecneirepxe remotsuC eht htiw trats ot tog ev’uoy“ taht deveileb sboJ evetS OEC xE s’’ellppA dna sretupmoC lleD ,OIC ,eriogerG yrreJ ”.dnuorgelttab evititepmoc txen eht si ecneirepxe remotsuC ehT“ Why Delight Customer4
  • www.wforwow.wordpress.com 5 o dna s ew TAHW & e a ew WOH uoba s }.}htob{ enil mottob dna pot no skrow ti revewoH { .rof dnats ew TAHW & era ew WOH tuoba s’’’’tI .skrow rrrofff dnattts ew TAHW & errra ew WOH tttuoba s tttIII o dna s ew TAHW & e a ew WOH uoba s ylbairavni ti ecneirepX remotsuC nwot eht fo klat dna yaw eht fo tuo dna etaerc ew nehw esiwekil doog leef ew krow doog od ew nehw ,tnedifnoc leef ew ,shtolc ydnert raew ew nehw ,ydob eht no tceffe doog evah yllarutan ew ,doog tae ew nehW .slarrefer remotsuC evitisop eht ot dda ,eulav dnarb eht ot dda stca doog yna taht esnes nommoc ton tI .tcapmi fo tnemerusaem deen ew od yhw revewoH .noitnetta on tnemerusaem on ,ecnalrap tnemeganam ni dias si tI .sevitaitini ecneirepX remotsuC fo enil mottob dna pot no tcapmi fo tnemerusaem on si ereht yllausU senil mottob n pot – tcapmi lliw ti woh fo tnemerusaem oN 4.3 }ecneiirepX }ecne repX }ecneiirepX }ecne repX .ecneirepX remotsuC fo esac eht remotsuC roirepus rof noitavitom oN .em rof ton si !!! WOW .sremotsuC si oS .ecnanrevog fo esac ym ees tnod neve I .tnemtraped esahcrup ro stnuocca fo ni eciffo eht ni nevE{ .syawlA .POT eht fo renroc eht ta gnittis ma I kniht yehT ???remotsuC ym !!! WOW I nac eht morf setalocrep erutluC woh remotsuC lanif eht htiw hcuot tcerid ni ton ma I taht kniht noitasinagro eht ni elpoep tsoM ,elpoep gnicaf remotsuC wef yrev era ereht ecniS ellpoep gniicaf remotsuC weF 3.3 ellpoep gniicaf remotsuC weF 3.3 e poep gn caf remotsuC weF 3.3 e poep gn caf remotsuC weF 3.3 . oN .tcetorP ot eulav dnarB oN & ytiroirP oN ,sessecorP oN ,erutluC oN .ti gniganam nosrep eht rep sa segnahc speek tI. denrecnoc si ecneirepX remotsuC sa raf sa gniod fo yaw sih evah lliw egrahc ni naM .POT eht morf setalocrep yldrah erutluC remotsuC nosaer rehtona si sihT .tseretni sih yldrah fo si lla tser erofereht erahs dnim fo tol seriuqer esehT .yenom gnisiar dna RP .e.i seitivitca lacitirc owt ni degagne yllareneg si nam POT gn thg F er F – yt ro rP tnereff D 2.3 gniithgiiF eriiF – ytiiroiirP tnereffiiD 2.3 gnithgiF eriF – ytiroirP tnereffiD 2.3 }ecneirepX remotsuC fo esac eht si oS .selpmaxe gninihs eht era yhrumnayaraN RN dna DRJ ecnanrevog fo esac eht ni neve{ .syawlA .POT eht morf setalocrep erutluC ”.ahlb ahlb ahlb & noitcnuF gnitekraM & selaS si ecneirepxE remotsuC , noitaler cilbup gnittuc tsoc ,sredloherahs ekil seitiroirp tnereffid evah I ,og lliw sremotsuC esle erehw yticracs si ereht ,THGIM ym tsniaga tca ot rewop on evah sreyub ,eguh era snigram ym“ fo tesdniM ,DNARB gnirudne DLIUB ot tesdnim oN .edutitta suollac siht dniheb osla nosaer a si erehT .ecivres remotsuC roirepus tegrof ,secivres remotsuC ni detseretni tsael si POT eht ta nam yrtsudni siht ni )ylbairavnI( yltsoM .noitasinagro eht ni nwod etalocrep ton lliw erutluc remotsuC – ecneirepX remotsuC fo egrahc ni elpoep thgir peek ,yllacidoirep sremotsuC htiw tcaretni ,elbissop si tahw tseb eht evig ot tnaw ,erom gnihtemos evig ot tnaw ,sremotsuC rof noissap sah ,esimorP dnarB sih ni ,sREMOTSUC sih ni detseretni si poT eht @ nam sselnU poT eht @ sucoF & enoT 1.3 poT eht @ sucoF & enoT 1.3 poT eht @ sucoF & enoT 1.3 poT eht @ sucoF & enoT 1.3 Deterrents5
  • www.wforwow.wordpress.com 6 .nwo rieht fo gnihtemos dnuf .sruenerpertnE lliw yeht ecneirepX !!WOW ecivreS rof lacitirc erom eht lla si dnarB eht fo ytiliba-refer hguorht gn htemos meht hguorht gniihtemos meht hguorht gniihtemos meht hguorht gn htemos meht hgih os era sekats nehW .ecruos elbadneped yb derrefer fi } tsomla , llew { yldnilb sgniht tsom yub ew ,REBMEMER & ,ecnesse s’dnarb gn reffo ton era se napmoc f gniireffo ton era seiinapmoc fii gniireffo ton era seiinapmoc fii gn reffo ton era se napmoc f eht fo remusnoc eht rof setaerc ti )leef( ecneirepX eht tuoba klat dna dna hsilbup ot stnaw enoyrevE ,dnarb ruoy refer lliw remotsuC ;daerps lliw tI .sresu yb yletanoissap erom dehsilbup dna dehsilbup teg lliw osla taht ecneirepX remotsuC roirepus dna retteb etaerc seinapmoc fi si siht fo edispilF .emusnoc yeht DNARB eht tuoba gnihsilbup htrow si kniht yeht revetahw erahs lliw yeht esle ro ngised yb erahs ot sgniht doog meht reffo os erahs ot tnaw yehT .gnihsilbup peek dna nwo rieht fo gnihtemos dnuf lliw yeht ecneirepX !!WOW hguorht gnihtemos meht gnireffo ton era seinapmoc fi dna hsilbup ot stnaw enoyrevE .yliad tsomla snoillim yb gnignahc si rebmun siht dna elpoep fo rebmun EGUH yb desu si aideM laicoS .rehsilbup a emoceb sah enoyreve sey ,enoyreve yb tub aidem yb ylno ton dehsilbup teg lliw dab ro doog gnihtyna yadoT ?woH ,seY evivrus u lliw esle woH 3.4 .stniop hcuot eseht lla ta tneserp yltnasaelp eb ot deen eW .si ti tahw DNARB eht ekam noitpmusnoc retfa & gnirud ,erofeb leef ew WOH emusnoc ew secivres dna stcudorp eht lla ni esiwekiL .dexaler dna tnedifnoc , retteb leef uoy ekam lliw rehsifgniK ro teJ hguorht gnillevart edis rehto eht no ,esle gnihtyreve dna tsoc ,ecivres ,gnimit tuoba esnet leef uoy ekam }ecneirepX fo edis rehtO{ aidnI riA hguorht gnillevart ,esae ta uoy ekam lliw eeffoc fo amora dna ecnaibma ecin ,dexaler leef uoy ekam lliw DCC ot gniog ,emas eht gnitomorp si ohw )rats( enoemos leef u ekam lliw XUL paos gnisU .leef uoy sekam ti woh tuoba SYAWLA s’tI .sgnikil ruoy fo YHW fo kniht dna )yrogetac eht fo evitcepserri( TSOM eht hsirehc uoy DNARB a enigamI .ecneirepX REMOTSUC tuoba ylno s’tI .srettel eht fo roloc ro etisbew ro ogol ro yrenoitats ton si dnarB ?WOH ,seY DNARB a dliub u lliw esle woH 2.4 sur & ecnederc tsurt & ecnederc ?ecneirepX remotsuC elbaromem dna roirepus yb naht tliub eb } ttsurtt & ecnederc{ ti nac retteb woH .deredisnoc si yub ot noisiced nehw SREMOTSUC yna rof stnanimreted lacitirc TSOM eht si ynapmoc eht fo ECNEDERC .yenom yna gnittimmoc erofeb DNARB eht tuoba wonk dna rehto hcae htiw etacinummoc elpoep ,aidem laicos fo ecnegreme eht htiw yadoT .ELPOEP htiw gnilaed era dna laed ot ekil yletamitlu elpoeP .srotaitnereffid elbignat rehto on evah sruenerpertnE ecivreS ?woH ,seY eta tnereff d u es e woH 1.4 etaiitnereffiid u eslle woH 1.4 etaiitnereffiid u eslle woH 1.4 eta tnereff d u es e woH 1.4 Compulsions6
  • www.wforwow.wordpress.com 7 .tsom eht srettam ecneirepX .tsom eht srettam ecne repX .tsom eht srettam ecneiirepX !! WOW gn reffo arrefer enoemos ekam !! WOW gniireffo llarrefer enoemos ekam !! WOW gniireffo llarrefer enoemos ekam !! WOW gn reffo arrefer enoemos ekam oT .rekciuq dna ysae semoceb selas ,remotsuC gnitsixe yb derrefer nehW 2- yalpsiD .oot tcudorp dnemmocer tub layol ylno ton niamer , DNARB eht etomorp lliw elpoep erom dna eroM .seY )wo eb 5.6 khC ( erocS retomorP teN hg H )wolleb 5.6 khC ( erocS retomorP teN hgiiH )wolleb 5.6 khC ( erocS retomorP teN hgiiH )wo eb 5.6 khC ( erocS retomorP teN hg H .slarrefer dna selas erom ,ytlayol esaercni tub dnarb sdliub ylno ton sihT .ecneirepX rieht erahs ot stnaw enoyreve , !!WOW decneirepX ecnO .sdnarb htuoM fo roirepus refer dna dnemmocer ot ekil elpoeP ,seY droW evitisoP eroM ,slarrefer eroM ,ytlayoL esaercnI .sremotsuC derrefeR dna sredivorP ecivreS ,sremotsuC rof NIW NIW NIW stI .sremotsuC erutuf dna spets selas fo erac ekat lliw sremotsuC ni tnemtsevnI .spots tnaveler ton aidem ni gnisitrevda dnilb rof og ot deen ,seY seepur gnitekram detsaw fo sksir derewoL seepur gn tekram detsaw fo sks r derewoL seepur gniitekram detsaw fo sksiir derewoL .relles ot stfihs rewop gnicirp ,slennahc derrefer hguorht teltuO eht gnitisiv dnamed dnamed dnamed ot roirp gnidiced dna gnimoc era remotsuC nehw ,seY ot esnopser n sec rp gn tf sa hcus ,yt b xe f deddA ot esnopser nii seciirp gniitfiill sa hcus ,ytiilliibiixellf deddA ot esnopser nii seciirp gniitfiill sa hcus ,ytiilliibiixellf deddA ot esnopser n sec rp gn tf sa hcus ,yt b xe f deddA .nosrep sekops DNARB emoceb lliw elpoeP .slennahc suoirav hguorht erif ekil daerps syawla ecneirepX remotsuC roirepuS .noisiced ekat dna aidem laicos esu ,eugaelloc ksa ,enilno og ,srehto ksa won elpoep ,seY troffe sse ht w se as erom ,.e. ,sn ag ycne c ffE troffe ssell htiiw sellas erom ,.e.ii ,sniiag ycneiiciiffE troffe ssell htiiw sellas erom ,.e.ii ,sniiag ycneiiciiffE troffe sse ht w se as erom ,.e. ,sn ag ycne c ffE .tsom eht srettam ecneirepX !! WOW gnireffo larrefer enoemos ekam oT .rekciuq dna ysae semoceb selas ,remotsuC gnitsixe yb derrefer nehw ,seY se as fo deeps desaercnI sellas fo deeps desaercnI sellas fo deeps desaercnI se as fo deeps desaercnI } egatnavda dedda era ,noitnettA )eerf( aideM ,sloohcS B morf etivni ,noitcafsitas TAERG esruoc fO { .segatnavda wef eht era TAT dna stroffe selas rewol dna ssenerawa remotsuC ,rewop DNARB dna enil-mottob ,enil poT ni esaercni ,lleW Advantage of the Initiatives7
  • 8 { readers need to digest what was stated in previous episodes to move into action stated in d last episode } Some (ir)relevant QuotesCorporate Value Statement – “We respond to Customer concern with PASSIONand RAPIDITY and RESOURCES in ways that STUN-AMAZE-OVERWHELM those Customers 100percent of the time ”Two of the 10 Core Values @ Zappos.com – 1) Deliver WOW !! throughService 2) Create Fun and Little Weirdness . 8 www.wforwow.wordpress.com
  • www.wforwow.wordpress.com 9 ygetarts elcyc efiL remotsuC & ygetartS remotsuC gnitsixE ,selaS retfA dna remotsuC ,stcepsorP .cte selciheV , smooR letoH ro teltuO liateR ,smooR & sesimerP latipsoH ,hcnarB knaB – setiS ssenisuB fo woH .cte ,cte yralubacov ,mrofinu rieht ,gniniart gniogno ,gniniart rieht ,elpoep gnicaf remotsuC fo woH .hcaorppa selas/lairetam gnitekram/tnemesitrevda ynapmoc fo WOH & TAHW ?stniop hcuot yreve ta neppah lliw TAHW .dengised eb ot sah ti , emit yreve ecneirepX !! WOW etaerc ti tnaw ew nehw tuB .} ecneirepX na si ecneirepX yreve yaw a nI { nwo sti fo neppah ton lliw tI .NGISED evitcaorp dna ygetarts seriuqer ecneirepX remotsuC .ygetartS etucexE ot sessecorP dna ygetartS ssenisuB sah ssenisub yreve esiwekiL .mrof elbamusnoc ecneidua ni elbatneserp ti ekam ot tpircs neht dna )amard( yrots seriuqer eivom yrevE sboJ evetS -”.skrow ti WOH si ngiseD .ekil sleef dna ekil skool ti tahw tsuj ton si ngiseD“ ygetartS evaH 2.6 ygetartS evaH 2.6 ygetartS evaH 2.6 ygetartS evaH 2.6 .pets lacitirc tsom dn2 si DNARB eht htiw yenruoj remotsuC gnirud ecneirepX etaerc dna eganam ot detoved ylluf enoemos eroferehT .} ytiroirp decalpsim emitemos hguoht – ytiroirp sih gnikees remotsuC morf trapa adnega eht no smeti fo rebmun x sah SOEC { .yenruoj remotsuC eht fo weiv eerged *063 etelpmoc sah ynapmoc eht ni eno on OEC morf trapA .reciffO ecneirepX feihC .ecalp ni sOxEC elbatnuocca ylluf emit lluf evah ot si pets txen ,poT eht ta enot eht tes gnivaH .deveihca eb reven nac tluser dne dna tluciffid eb lliw pets txen , sPIV ekil detaert era elpoep gnicaf remotsuC sselnu ,ytiroirp pot era snrecnoc remotsuC sselnu ,adnega eht fo sucof emirp eht si REMOTSUC gniteem yreve ni sselnu ,REMOTSUC tuoba si POT eht @ enot sselnU } reciffO ecneirepX feihC { .sO )x(E C tcaf-ni era sOEC riehT .ecneirepX remotsuC !!! WOW gnitaerc rof nwonk ti ekam ot sOEC rieht yb del era knaB ecremmoC ,moc.soopaZ dna skcubratS ekil seinapmoC .LATROMMI sTCA ruoy gnikam tuoba s’tI ,NWOT eht fo KLAT esirpretne gnikam tuoba s’ti ,erutluc tuoba s’tI .etisiuqer erp a si POT eht @ SREMOTSUC rof NOISSAP .ssenisub nwo rieht ot deilppa eb tsum dna gnikniht rieht ecneulfni tsum secneirepX tseb esohT .secneirepX fo tseb s’dlrow eht ot desopxe era sevlesmeht yltsom era sruenerpertnE .TSRIF sremotsuC rof noissaP evaH :POT eht @ no ssaP 1.6 :POT eht @ noiissaP 1.6 :POT eht @ noiissaP 1.6 :POT eht @ no ssaP 1.6 How to Steps9
  • www.wforwow.wordpress.com 10 remotsuC !!!!WOW gnitaerc ni LACITIRC si gnihtyreve ycilop ssenippah elpoep ,sremotsuC gnihcuot si enoyreve WOH .TSUM a si noitasinagro eht ssorca gniniart tuoba yalpsid pam elpoep ,gniniart tuoba ya ps d pam e poep ,gn n art tuoba yallpsiid pam ellpoep ,gniiniiart ecitcarp tseb dna lanidutitta ,lliks laicos eroferehT .gnitekram e poep ,no tap c trap e poeP ellpoep ,noiitapiiciitrap ellpoeP ellpoep ,noiitapiiciitrap ellpoeP e poep ,no tap c trap e poeP fo yaw evitceffe yrev si gnitekram pihsnoitaleR .elpoep eht htiw laed elpoeP .sevitcepsrep rieht egnahc dna eulav dda osla nac secneirepX eseht ot meht gnisopxE .ytilatipsoh ro enilria ekil yrtsudni rehto emos yb dedivorp ecneirepX remotsuC roirepus ot desopxe ton era yeht semit a ynaM .ecneirepX remotsuC !!!!WOW gnitaerc ni LACITIRC si gnihtyreve ycilop ssenippah elpoep ,sremotsuC gnihcuot si enoyreve WOH tuoba yalpsid pam elpoep ,gniniart elpoep ,noitapicitrap elpoeP }egatnavda evititepmoc elbataebnU{ .ynapmoc eht rof noitaerc naecO eulB :enil-mottoB } lufituaeb neve dna retsaf , reisae krow sih ekam ot yaw eht fo tuo gniog { .detcepxe si tahw naht erom tub uoy fo tseb ylno ton gnivig yb krow ruoy no tnedneped nosrep !!WOW ,remotsuC ruo !!! WOW ot hsiw uoy fI .ynapmoc eht rof tnaveler ton si ehs/eh ,ECNEIREPX remotsuC eht tcapmi ot gniog ton noitcani ro noitca reh/sih taht skniht enoyna fI .ecneirepX }lanretxe{ remotsuC ) gnicneulfni si ( ecneulfni nac erofereht enoyrevE .ecneirepX remotsuC no tcapmi na evah erehwyna demrofrep seitivitca yreve ecneh dna REMOTSUC rof skrow noitasinagro yrevE .ecneirepX remotsuC gnitcapmi si eh emit thgir ,stcudorp ytilauq thgir gniyub ton si reganam esahcrup a fI .ecneirepX remotsuC gnitcapmi si eh tnuocca sih ot tnemyap remotsuC gnitsujda ro stnuocca gniyllat no ekatsim a sekam tnatnuocca na fI .em rof ton si !!! WOW .sremotsuC ym ees tnod neve I .tnemtraped esahcrup ro stnuocca fo ni eciffo eht fo renroc eht ta gnittis ma I kniht yehT ” ???remotsuC ym !!! WOW I nac woh remotsuC lanif eht htiw hcuot tcerid ni ton ma I “ taht skniht noitasinagro eht ni elpoep tsoM .sremotsuC eht hcuot nac elpoep enil tnorf ylno taht noitpecnoc-sim eguh a si erehT .noitaerc ecneirepX remotsuC ni yalp yeht elor lacitirc tuoba erawa edam eb TSUM elpoeP .liaf ylbaborp TSOM lliw ti sevitaitini ro tpecnoc yna fo ni yub elpoep tuohtiW .esirpretne yreve fo enobkcab eht era elpoeP e poeP evaH ellpoeP evaH ellpoeP evaH e poeP evaH 3.6 3.6 3.6 3.6 !!!sremotsuC WOW fo si POT eht ta enot ecno lativ si ygetarts ecneirepX REMOTSUC detfarc yllufthguoht/ylluferaC ygetartS kcabdeeF dna larrefeR remotsuC ygetartS noitacinummoC remotsuC ,ygetartS gnildnaH tnialpmoC remotsuC .ygetartS ngiseD - ygetartS reffO & emehcS laicepS10
  • 11 Xperience Map – Hospital Admission (non emergency treatment) 1 2 3 4 5 6 7 8 9Steps Call to Walk In Reception Goes to Meets Goes to Visits Visits Exit FeedbackCustomer Know Inquiry Waiting Area Assistant Meeting Cashier Med Form Location Doctors Room to for Store to and with With Main Payment Buy Timing reports Doctor MedicineCustomer Security Receptionist Office Boy Asstt Doctor Cashier Sales ReceptionistFacing Doctor PersonPerson Call CentreBack Stage ExecutivePerson Training Site Visit Receptionist Welcome Junior Senior Billing Soft Feedback and script Location Training Policy Doctor Doctors Soft Process Skills of Form DesignBusiness of Help Soft & and Hard Sales and Type ofProcesses in executive, /Display Staff Turnaround Hard Skills Cashier Person QuestionnaireAction response Policy Coordination Time Skills Training time (Waiting Patient Billing Time) Process Explanation Process of Policy/Style Recoding Medicine Facts and Display Reports PolicyPhysical Location Outlet Waiting Attire Attire Location LocationEvidence Guidance Layout Sitting Arrangements Language Language Cash Medicine Sign Counter Display Board Reception Room Equipments Area Furniture Machine if Room any Furniture { Its not only frontline people , its everyone at every stage and process touches the Customer- direct or indirect} Customer- indirect} ,selas rof meht niarT .sremotsuc gniriuqca ni elor tnatropmi yrev syalp seiraidemretnI ro ASD syad esehT s’ynapmoc era yehT .meht ni tsevnI .ssenisub llarevo rieht evorpmi ot meht troppus dna ,eritta ,slliks tfos .stnempoleved lla-revo rieht ni tseretni eniuneg ekaT .srodassabma dnarb dna smra dednetxe 11 www.wforwow.wordpress.com
  • www.wforwow.wordpress.com 12 .secneiirepX .secne repX .secneiirepX .secne repX r si os od ot yaw YLNO erocs eseht evorpmi ot si egnellahC remotsuC retteb dna retteb hguorht si os od ot yaw YLNO .erocs eseht evorpmi ot si egnellahC .srotcarteD era ohw egatnecrep eht tcartbus dna sretomorP era ohw sremotsuC fo egatnecrep eht ekat ,)SPN( erocS retomorP teN synapmoc ruoy etaluclac oT .htuom-fo-drow evitagen hguorht htworg edepmi dna dnarb ruoy egamad nac ohw sremotsuC yppahnu era )6-0 erocs( srotcarteD • .sgnireffo evititepmoc ot elbarenluv era ohw sremotsuC citsaisuhtnenu tub deifsitas era )8-7 erocs( seviiissaPsev ssaP sev ssaP • sretomorP sretomorP sre omorP .htworg gnilleuf ,srehto refer dna gniyub peek lliw ohw stsaisuhtne layol era )01-9 erocs( srettomorP • :swollof sa dezirogetac era dna elacs gnitar tniop 01-ot 0 a no dnopser sremotsuC .seye sremotsuC sti hguorht ecnamrofrep synapmoc ruoy fo erusaem raelc a teg dna spuorg eseht kcart nac uoY ?eugaelloc ro dneirf a ot ]X ynapmoC[ dnemmocer dluow uoy taht ti si ylekil woH — noitseuq elpmis eno gniksa yB .srotcarteD dna ,sevissaP ,sretomorP :seirogetac eerht otni dedivid eb nac sremotsuC synapmoc yreve taht evitcepsrep eht no desab si SPN .erocS retomorP teN fo yaw yb on ro gnikrow si AMARD esirpretne eritne eht rehtehw wonk nac ew hcihw ni yaw si ereht revewoH .derusaem eb nac ecneirepX remotsuC reviled dna tuo hcaer ot stroffE ?sremotsuC eht ot tuo gnihcaer si LUOS eht rehtehw taht si derusaem eb ot si tahW .ssenisub eht fo LUOS eht s’tI .ngiseD ecneirepX remotsuC ot ylppa ton seod ti revewoH .srettam ton seod sti derusaem ton s’ti nehw taht ecnalrap tnemeganaM ni yas elpoeP tnemerusaeM evaH 5.6 tnemerusaeM evaH 5.6 tnemerusaeM evaH 5.6 tnemerusaeM evaH 5.6 } maet gnireenigneer ssecorp fo trap a si reciffO ecneirepX feihC {.ecneirepX remotsuC yrtsudnI ni TSEB dna roirepus rof etisiuqererp si dnim ni ecneirepX !!! WOW dna remotsuC gnipeek sessecorp fo gnihserfer ,deniart gnieb era elpoep elihw eroferehT .lufthgiled dna elbaromem semoceb ecneirepxe dedeecxe era snoitatcepxe nehW .dengised dna dennalp gnihtyreve ni thgiled dna esirprus fo tnemele na evaH .YRANIDRO ylno tub ecneirepX REOTSUC evig yllarutan lliw ti ,emas eht fo gnitfard & gniviecnoc elihw nees ton si REMOTSUC fi dna ssenisub yna fo enilefil eht era sessecorp ssenisuB .sucof ssenisub esol neve yeht & sessecorp eht ot ni peerc stnemele rehto ynam emit fo doirep eht revO .sucof remotsuC ti ekam ot gnireenigneer eriuqer sessecorp rehto neve dna gnicaf remotsuC yrevE .SREMOTSUC eb yam tpecxe cte cte secruoser ,tsoc ,ksir ,lortnoc ekil stcepsa ynam gniredisnoc nettirw era sessecorP .sessecorP :ysetruoc sselpleh era elpoeP .emit eht fo tsom diputs ssecorp s’tI .seod noitasinagro ytivitca yreve rof stneidergni cisab owt eht era sessecorp dna elpoeP nikmeT ecurB ”serutaef tcudorp ton ,sdeen remotsuC tuoba ssesbO“ nikmeT ecurB ”serutaef tcudorp ton ,sdeen remotsuC tuoba ssesbO“ nikmeT ecurB ”serutaef tcudorp ton ,sdeen remotsuC tuoba ssesbO“ nikmeT ecurB ”serutaef tcudorp ton ,sdeen remotsuC tuoba ssesbO“ reenigneeR sessecorP evaH 4.612
  • www.wforwow.wordpress.com 13 .sremotsuC eht htiw hcuot ni niamer ot detaerc ro dedda eb nac stniop hcuot evitaerc erom ynaM .tsil evitsuahxe non si sihT stnemmoC remotsuC stnemmoC remotsuC stnemmoC remotsuC stnemmoC remotsuC aideM laicoS ot esnopseR aideM laicoS ot esnopseR aideM laicoS ot esnopseR aideM laicoS ot esnopseR sletoH noitacinummoC dna selciheV , strocsE ruoT emehcS cidoireP sesruN & syoB draW sngiapmaC evitacudE noitatneserP egdelwonK & noitatneserP ruoT desimotsuC seueuQ retnuoC reihsaC mooR latipsoH – ffatS kseD tnorF tuoyaL & noitacoL – steltuO yalpsiD tcudorP slliks tfoS – ffatS kseD tnorF tnegA ro ASD egdelwonK & seruhcorB ruoT noitatneserP – ffatS eniltnorF sllikS draH/ tfoS srotcoD reciffO pihsnoitaleR egdelwonK & etisbeW noitatneserP – ffatS eniltnorF tuoyaL & noitacoL – steltuO aerA gnitiaW/tsinoitpeceR lcni tnemesitrevdA yticilbuP etisbeW etisbeW lcni tnemesitrevdA yticilbuP lcni tnemesitrevdA yticilbuP etisbeW/esimerP latipsoH hcnarB levarT liateR slatipsoH ecnarusnI/sknaB :stnioP hcuoT eht fo emos fo selpmaxE .stniop hcuot eht fo hcae ta ecneirepX fo NGISED luferac seriuqer stniop hcuot eht fo hcae ta neppah lliw TAHW eroferehT .stniop hcuot ta detaulave/ derapmoc dna decneirepX era sesimorp dnarB .dnarb ruoy stroppus nrut ni hcihw—stenet eseht troppus ot ecneirepX remotsuC eht gningised era uoy ,tceffe nI .ecneirepX remotsuC eht gnirud dellifluf eb tsum stenet eseht fo eno hcae ,detats ylpmiS ) DDA eulaV artxe laer eb dluoc sihT ( troppuS egdelwonK artxE IME fo gninoollaB ssecorP ot deepS setaR tseretnI evititepmoC :stenet ruof dnuora esimorp dnarb eht roliat ot ediced yam ti ,sreyubemoh emit tsrif/semoh wen gnitegrat si , knaB a fi ,elpmaxe roF .esimorp dnarb s’ynapmoc ruoy dnatsrednu tsrif tsum uoy ,stniop hcuot gnidnatsrednu ni emit tsevni uoy erofeB ?tnatropmi siht si yhW .ecneirepX siht epahs ot ytinutroppo eht evah uoy ,yletanutroF .secneirepX evitalumuc rieht no desab dnarb dna noitazinagro ruoy fo snoitpecrep mrof sremotsuC esuaceb tnatropmi era stniop hcuoT .eciffo selas ro gniteem/noitacol lamrofni ,etis bew :secalp fo rebmun yna ni rucco dluoc tniop hcuot lautca ehT .cte ,eruhcorb tcejorp , etis latipsoh/hcnarb/letoh ,evitucexe ertnec llac ,sreganam pihsnoitaler ,sevitatneserper ecivres remotsuC ,nem selas edulcni dluoc tI .elpoep tnereffid evlovni nac dna snoitacol tnereffid ni rucco nac tniop hcuot A .noitazinagro ruoy htiw elcycefil pihsnoitaler rieht gnirud ecneirepX sremotsuC ruoy snoitcaretni lacisyhp dna namuh ,noitacinummoc eht fo lla sa denifed si tniop hcuot A .stnioP HCUOT ta decneirepX era secneirepX remotsuC stnioP hcuoT 7.613
  • www.wforwow.wordpress.com 14 .tsuM A taeper I sey ,TSUM A – nalP noitcA dna ygetartS aideM laicoS detacided dna etelpmoC .detiolpxe eb ot ecalp a s’tI .ssenerawa dnarb retteb dna selas rehgih ,elcyc selas rewol ,stroffe selas wol ,tnemesitrevda no tsoc wol eb dluoc stluser dne esruoc fO noitasinagro eht nihtiw elpoep morf dnuof eb nac aedi hcus ynaM sNAF rof stnevE enilnO .segassem gnitekram gnidrabmob tuohtiw niamod ruoy fo aera eht ni pleH eniuneg reffO .sremotsuC evitcepsorp gnoma ralupop emoceb DNARB dna sdaerps sihT ytinummoC cirtneC remotsuC gnitaerC – ecnaveler fo seussI no ssenerawA dna noitacudE saedI tcudorP stnialpmoC remotsuC seireuQ/secivreS remotsuC ; eb dluoc segasu seinapmoc redivorp ecivres roF .aidem ega wen lufrewop siht gnisu fo kniht nac seinapmoc erehw aera eht fo emos era stnemtiurcer neve & noitacudE & noitamrofnI ,esnopseR kciuQ ,gnirahS ecneirepX ,hcnuaL tcudorP ,ecivreS remotsuC .sesoprup ynam rof siht gnisu detrats evah seinapmoC .hcaer deirav dna sepahs ynam htiw semoc ti ebuT uoY ot golB ot rettiwT ot nIdekniL ot koob ecaF .mroftalp MS eht no ylgu/ dab ecneirepX revetahw erahs lliw yeht esle ro ynapmoc ruoy EGATNAVDA eb lliw ti ,gnirahs htrow secneirepX !! WOW emos meht sreffo ynapmoc ruoy fI .aidem laicos no hsilbup ot stnaw enoyreve esuaceb si sihT .maet dna ygetarts detacided evah dluohs dna derotinom eb ot deen mroftalp aidem siht ,aidem rehto ekilnU .tsoc wol yrev ta dna tsaf daerps ereh sdroW .srotaerc ecneirepX laer rof }enab gnillik dnarb dab yrev ,enab eb nac ti ,citehtap si ecneirepX esac ni{ noob a si sihT } smroftalp MS ynam eht fo eno ylno si koob ecaF { .dlrow eht ni detalupop tsom eht si koob ecaF , aidnI dna anihC retfa lleW - 2 nosaeR .stnemesitrevdA tsurT %41 ylno dna sremusnoC rehto fo snoitadnemmoceR tsurT elpoep %87 -1 nosaeR )MS( a deM a coS 8.6 )MS( aiideM llaiicoS 8.6 )MS( aiideM llaiicoS 8.6 )MS( a deM a coS 8.6 .erots eht fo tsixe ot yrtne morf stniop hcuot 91 fo sisab eht no ecneirepX tisiv erots serusaem skcubratS :etoN .evoba 4 yalpsiD osla kcehC .gniNGISED deliated seriuqer stniop hcuot ta neppah lliw TAHW e.i stniop hcuot eseht fo hcae ta ecneirepxe hcus fo ngised & stniop hcuot eht fo hcae ta secneirepxe ,noitasilausiV stnioP hcuoT14
  • www.wforwow.wordpress.com 15 RAVING FANs of the brand they represent } { @ d end of d day it’s the duty of every CEOs to make customers , ] .sretekram evissergga morf ton seinapmoc eniuneg morf thgisnI & troppus, pleh tnaw elpoeP [ .segassem gnitekram htiw gnidrabmob tuoht w y etutsa t esu dna a deM a coS og seY .c bup og ot em t s t woN tuohtiiiiw ylllletutsa tiiii esu dna aiiiideM llllaiiiicoS og seY .ciiiillllbup og ot emiiiit s’’’’tiiii woN tuoht w y etutsa t esu dna a deM a coS og seY .c bup og ot em t s t woN tuoht w y etutsa t esu dna a deM a coS og seY .c bup og ot em t s t woN } ? remotsuC a sa ecivres/stcudorp nwo ruoy yub dluow uoy rehtehw , yllacidoirep fles ry ti ecneirepX { ecneirepX stnioP hcuoT ngiseD ] s eve A @[ ] sllllevellll llllllllA @[ ] s eve A @[ ] s eve A @[ )noissap rieht etingi( elpoeP )esitisnes( niarteR & sessecorP ssenisuB enigami-eR }hcum oot ,oot m h rewopmE{ rec ffO ecne repX fe hC tn oppA }hcum oot ,oot miiiih rewopmE{ reciiiiffO ecneiiiirepX feiiiihC tniiiioppA }hcum oot ,oot m h rewopmE{ rec ffO ecne repX fe hC tn oppA }hcum oot ,oot m h rewopmE{ rec ffO ecne repX fe hC tn oppA } erut uc etaroproc n debmI { tnemt mmoC eve POT } erutlllluc etaroproc niiii debmI { tnemtiiiimmoC llllevellll POT } erut uc etaroproc n debmI { tnemt mmoC eve POT } erut uc etaroproc n debmI { tnemt mmoC eve POT In Nut-shell: Nut-15
  • www.wforwow.wordpress.com 16 } ?ylper ruoy rof nosaeR ?srehto ot secivres ruo refer uoy dluoW ?ecneirepxe eritne evorpmi ot gnirud su yb enod retteb deen evah dluoc uoy ot ylgnidrocca tahW ?elas fo emit eht ta nevig tnemtimmoc eht gnihctam erew dereffo secivres eht erA ?su htiw gnilaed fo noisiced ruoy htiw esiwrehto ro yppah uoy era yhW ?ssecorp eritne ruoy gnirud stnemom lufniap sa llew sa tseippah eht erew uoy gnidrocca tahW ?tnemeriuqer ruoy eldnah ot deppiuqe htiw detcaretni uoy elpoep ereW ?ereh gnihcaer dna noitacol eht dnif ot ecaf uoy seitluciffid tahW )segats tnereffid @ desu eb ot( :snoitseuQ kcabdeef eht fo emoS { .ecneirepX .e.i yenruoj REMOTSUC retteb NGSIED ot tniop gnitrats lacitirc si sremotsuC fo ecioV .stneve dna seiiraiidemretnii ,steem llamrofnii ,smroftallp aiidem llaiicos morf yllllamrofnii noiitamrofnii hcum sa teG .stneve dna seiiraiidemretnii ,steem llamrofnii ,smroftallp aiidem llaiicos morf yllllamrofnii noiitamrofnii hcum sa teG .stneve dna se ra demretn ,steem amrofn ,smrofta p a dem a cos morf y amrofn no tamrofn hcum sa teG .stneve dna se ra demretn ,steem amrofn ,smrofta p a dem a cos morf y amrofn no tamrofn hcum sa teG .stnemevorpm rof .stnemevorpmii rof .stnemevorpmii rof .stnemevorpm rof 1 pets dna tidua ,ssecorp eht fo trap a eb dluohs tI .egats yreve ta remotsuC eht morf ti teg dna llif ot meht etavitom , mrof eht ev g ro peek tsu t noD .segats eht fo hcae ta gn mrofrep s ynapmoc eht WOH wonk ew y no nehT , mrof eht eviig ro peek tsujj t’’noD .segats eht fo hcae ta gniimrofrep sii ynapmoc eht WOH wonk ew yllno nehT , mrof eht evig ro peek tsuj t’noD .segats eht fo hcae ta gnimrofrep si ynapmoc eht WOH wonk ew ylno nehT ) .selaS txeN fo ytilibissoP neve & suoicsnoC remotsuC fo esnes etartsnomed nac sredivorp secivres rehtO ,sgnileef rieht dna detaert era sremotsuC gnitsixe WOH wonk nac slatipsoH & sknaB ( noitpmusnoC shtnoM weF tsoP - )enod s e as eht ecno sevaheb ynapmoc )enod sii ellas eht ecno sevaheb ynapmoc )enod sii ellas eht ecno sevaheb ynapmoc )enod s e as eht ecno sevaheb ynapmoc WOH dna esiimorp siiv a siiv deraf ynapmoc WOH ylletamiitllu wonk oT ( WOH dna es morp s v a s v deraf ynapmoc WOH y etam t u wonk oT ( WOH dna es morp s v a s v deraf ynapmoc WOH y etam t u wonk oT ( WOH dna esiimorp siiv a siiv deraf ynapmoc WOH ylletamiitllu wonk oT ( secivreS fo noitpmusnoC tsoP - ) ssecorp eht ni sevitagen yna rehtehw dna yub meht edam tahw wonk oT ( erusolC selaS tsoP - ) ac t rC yreV – no sserpm tsr f wonk oT ( ) llaciitiirC yreV – noiisserpmii tsriif wonk oT ( ) ac t rC yreV – no sserpm tsr f wonk oT ( ) llaciitiirC yreV – noiisserpmii tsriif wonk oT ( tisiV teltuO tsriF retfA - )ksa )ksa )ksa )ksa ot tahw wonk ton od tsaell eht ton tub tsall ,emas eht ot nii kooll ot krow ylldrah ,kcabdeef remotsuC teg modlles eW( ot tahw wonk ton od tsaell eht ton tub tsall ,emas eht ot nii kooll ot krow ylldrah ,kcabdeef remotsuC teg modlles eW( ot tahw wonk ton od tsae eht ton tub tsa ,emas eht ot n koo ot krow y drah ,kcabdeef remotsuC teg mod es eW( ot tahw wonk ton od tsae eht ton tub tsa ,emas eht ot n koo ot krow y drah ,kcabdeef remotsuC teg mod es eW( :ecnerruccO kcabdeeF16
  • www.wforwow.wordpress.com 17 noitcA etaidemmI tnaW ?aideM /woN toN /seY / oN laicoS & ecneirepX remotsuC fo aera eht ni enod eb nac erom hcum kniht eW 31 .emas eht rof elbisnopser desufnoC /gniknihT /seY / oN ylluf si enoemos dna ecalp ni nalp noitca ygetarts aidem laicos evah eW 21 evitcA toN / emoS / llA seY / oN ? cte nIdekniL ,rettiwt ,koob ecaf ,golb hguorht ecneserp aidem laicos evah eW 11 wonK t’noD /seY / oN .sremotsuC gnitsixe ruo fo slarrefer morf ssenisub wen laitnatsbus teg eW 01 yleraR /seY / oN .ylraluger )tsaP /gnitsixE( sremotsuC ruo steem OEC ruO 9 .syevrus ssenippah remotsuC wonK t’noD / eB yaM / seY / oN ruo gnirud siht dnuof eW .seinapmoc ruo htiw yppah era seeyolpme ruO 8 yleraR /seY /oN .ylraluger stniop hcuot ruo htiw ecneirepX remotsuC kcart eW 7 .su tsniaga stnialpmoc ro elbuort evah sremotsuC nehw ylisae elbaliava wonK t’noD /seY / oN era eW .stnialpmoc remotsuC eviecer ot nepo muidem lla dna elpma evah eW 6 cte ,kcabdeef ,sweivretni emoS / seY / oN ,sllac ,syevrus era erehT .syaw tnereffid ynam ni sremotsuC ruo ot netsil eW 5 .ecneirepX remotsuC tcapmi lliw noitcani dna eB yaM / seY / oN noitca rieht woh fo erawa si noitazinagro ruo ni )tped fo evitcepserri( enoyrevE 4 semitemoS / seY / oN ?teem tnemeganam pot/draob fo trap a si reciffO ecneirepX feihC 3 .sremotsuC ruo rof ecneirepX remotsuC seY / oN dne ot dne eganam dna ngised ot ecalp ni reciffO ecneirepX feihC evah eW 2 reveN/yleraR/yltsoM/syawlA ?stnioP hcuoT/dnarB ruo htiw eurT ecneirepX remotsuC no tneps si emit laitnatsbus sgniteem draob yreve ruo nI 1 Customer Centricity Culture Assessment Questionnaire17
  • www.wforwow.wordpress.com 18 ]ecneinevnoc ry @ em etivni yam U nosrep nii tteem ott revewoH[ nosrep n eem o revewoH Next Step ) neserper uoy dnarB h w yro s remo suc aerg erahs os a yam uoY( )ttneserper uoy dnarB eht httiiw yrotts remottsuc ttaerg erahs oslla yam uoY( applauded. Your Action & Feedback would be highly applauded.18