Solutions which enhance value realisation from your core assets - your people and your customers
The Indian economy is growing faster than the global average. This means significant market opportunities. This also means everybody is vying for the same talent pool. To put in a people organization that would adapt to the country’s economic path, you would need an expert in organization design, compensation structuring, competency mapping and executive search. These are admittedly diverse offerings from any one consulting organization, but then such is the need.
Attrition of profitable customers has always been a challenge for marketers and strategists. Merely `satisfying' customer’s no longer cuts ice. The customer has already paid for being `satisfied'. You need to aim for more than satisfaction, more than even loyalty.
Aim to make your customer an advocate of your brand. HOW?
Begin with creating a differentiated customer experience across touch-points. Meaningful differentiation that drives profitability is a key deliverable of Customer Experience Management initiatives
Enhancing performance needs a trusted advisor. Coaching is not an easy process but it can be an infinitely rewarding one. Locating a competent, trusted coach is a major first step. The Coach needs to be experienced, well versed with coaching methodologies, certified and have a proven track record. Coaching is a focused approach to self-directed learning where the Coach always walks alongside the “Coachee”, not ahead and not behind. Coaching focuses on helping executives to become better leaders, to increase their competence, effectiveness, commitment, and confidence and to solidify new behaviours.
Most times we make the error of measuring A while hoping for B. For feedback systems to be a good indicator of business performance they need to be constructed with that explicit objective. Correct data capturing and analyses are one aspect. In addition, include performance standards based on customer defined parameters. Monitor customer defined metrics to ensure strong positive correlation between dashboard metrics and business performance.
Star teams give you performance. They also, unfortunately, do not force you to think beyond them. Leadership needs to constantly think of depth in the organization.
To look at replicating and sustaining your Star team, you would need succession planning, leadership assessment, executive coaching and executive search services. Spend the time and effort in identifying a consulting partner that scores on all these.
Begin by asking what the primary objective of your loyalty program is. Is it to reward loyal customers? Entice existing customers to spend more? Drive referrals? Which customers? Choose rewards the customer finds difficult to attach monetary value to. Build the total customer experience value of the reward not the tangible benefit alone.
True, it is difficult to find a good CEO and even tougher to retain the right one. Despite India’s large talent pool, good CEOs are not easy to come by. You need a trusted partner who brings the rigorousness and confidentiality of a global search firm. Yet, offers personalized service at value prices.
Personalized because it needs that kind of attention to get an asset like the CEO and at justifiable consulting fees, because we are yet a growing economy and a penny saved is a penny earned!
Outsource this job to your customers! One of the most effective means to new customer acquisition is getting your existing customers to promote you. Yes. So that is not an earth-shattering insight. The insight bit is when you study your customer's experiential world; arrive at the loyalty drivers that keep them coming back for more - and bringing others with them.
Your Customer Experience is made up of the thoughts, feelings and emotions you evoke in a customer as she interacts with your brand. Customer Experience Management is the process of crafting, delivering and measuring this experience through all stages of the customer's journey across all touch-points.
Customer Centricity is a measure of the extent to which an organisation aligns its systems, processes and strategy around its customer. Building a customer centric organisation is a rewarding but long process. At Terragni we call it CC-DNAising.