Transformation programs are never easy, including transforming a services organization to provide better customer experiences. Firstly transformation starts from the top more importantly on how an organization is judged. In the most traditional sense and organization is seen through its Profits and Loss, however a big contributor to that that is long ignored is customer experiences. A good customer service is one thing, a pleasurable and consistent customer experience is another. Transformation always have a high cost attached to it and most organizations are afraid of change. Having said that what if the benefits completely outweigh the cost and all troubles for doing so? In the case of delivering a good and consistent customer experience the benefit is much higher than the total cost and troubles by a factor of a hundred.
Looking at organizations that perform very well, one thing that differentiates them is that they provide a very good customer service and a positive customer experience. The other thing that differentiates them is that they executives are fully committed to customer experiences that their bonuses are tied to how customers feel about their services.
Now how do we take the same improvements we do for a services organization and apply that to a product organization? Can we take the same principles and apply them to product based company?
Looking at organizations that perform very well, one thing that differentiates them is that they provide a very good customer service and a positive customer experience. The other thing that differentiates them is that they executives are fully committed to customer experiences that their bonuses are tied to how customers feel about their services.
Now how do we take the same improvements we do for a services organization and apply that to a product organization? Can we take the same principles and apply them to product based company?
