The Paradigm Shift - Service to Success

Steve Jobs once said "You have to start with the customer experience and work backward to the technology. You can't start with the technology and figure out where you are going to try to sell it."

This is now fundamental for organisations to stay relevant in today's competitive landscape and we have seen the focus shift from Customer Service (reactive) to Customer Success (proactive)

My perspectives on delivering a consistent and enhanced customer experience

? Develop a customer success framework that clearly articulates (through hyper personalisation) the why, what and how to every Stakeholder (Employees, Contractors, Suppliers, Partners)

? Measure and report key success factors at every level of interaction (could be a direct or an indirect touchpoint) in the value chain

? Evaluate setbacks critically at every stage of customer value proposition and integrate that into redefining success criteria

? Engage workforce through exponential learnings around imbibing and driving a customer centric culture

? Celebrate customer success and make it to your strategic differentiator?

Start exploring your customer journey, to create innovative and sustainable products and solutions that makes a meaningful difference in their lives.

A satisfied customer is the best business strategy of all - Michael LeBoeuf