White Paper on WOW Customer Experience for Consumer Companies

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 actionable
brand. It is about making enterprise ready to engage with employees &
Customers to offer WOW!! Customer Xperience – An Unbeatable
Competitive Advantage. It is about CHANGE, it is about
DELIGHT and HAPPINESS, it is about MAKING a DIFFERENCE. ]

Sunil GANDHI
2012 – 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

.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
; 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

.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 & thgileD
3

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 Customer
4

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 t'nod 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
Deterrents
5

.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
Compulsions
6

.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 Initiatives
7

8

{ readers need to digest what was stated in previous episodes to move into action stated in d last episode }

Some (ir)relevant Quotes

Corporate Value Statement – “We respond to Customer concern with PASSION
and RAPIDITY and RESOURCES in ways that STUN-AMAZE-OVERWHELM those Customers 100
percent of the time ”
Two of the 10 Core Values @ Zappos.com – 1) Deliver WOW !! through
Service 2) Create Fun and Little Weirdness .

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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 Steps
9

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 t'nod 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 laicepS
10

11

Xperience Map – Hospital Admission (non emergency treatment)

1 2 3 4 5 6 7 8 9
Steps

Call to Walk In Reception Goes to Meets Goes to Visits Visits Exit Feedback
Customer

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 Medicine

Customer Security Receptionist Office Boy Asstt Doctor Cashier Sales Receptionist
Facing Doctor Person
Person

Call
Centre
Back Stage Executive
Person

Training Site Visit Receptionist Welcome Junior Senior Billing Soft Feedback
and script Location Training Policy Doctor Doctors Soft Process Skills of Form Design
Business of Help Soft & and Hard Sales and Type of
Processes in executive, /Display Staff Turnaround Hard Skills Cashier Person Questionnaire
Action response Policy Coordination Time Skills Training
time (Waiting Patient Billing
Time) Process Explanation Process
of Policy/Style
Recoding Medicine
Facts and Display
Reports Policy

Physical Location Outlet Waiting Attire Attire Location Location
Evidence 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

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.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 s'ynapmoc 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 s'ynapmoc 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 s'ynapmoc 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
} 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“
reenigneeR sessecorP evaH 4.6
12

.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 7.6
13

.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 hcuoT
14

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
} ? 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
} erut uc etaroproc n debmI { tnemt mmoC eve POT
} erutlllluc etaroproc niiii debmI { tnemtiiiimmoC llllevellll POT
In Nut-shell:
Nut-
15

} ?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 kcabdeeF
16

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 Questionnaire
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]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(
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