SAMPARK - #CustomerObsession - Day 1.

Most organizations plan and deliver a detailed induction for new joiners – SPOCs from HR, Marketing, Sales, IT, Finance and other important SBU meet and deliver vivid sessions. They talk about SOPs, their KRAs, expectations, vision, mission statements etc. More often than not, the most pivotal member of the Org – The Customer – is not present to interact with new employees in the induction to share the expectations.

I strongly believe the best & most authentic way to know an organization & its vision, is by:

1>????Talking to the customer. Real time. Day 1.

2>????Observing how well are customers handled?

3>????What customers think about service, products, value proposition?

At WOW - we have imbibed the above philosophy in our induction program. We welcome a new #WOWSomeEmployee by making them meet our most important member – #WOWSomeCustomer.

Day 1 induction - “Sampark – A connect - #CustomerObsession”

Irrespective of the team, level, role – each new employee undergoes SAMPARK program.

On #Day1 Beginning - by being part of our contact centre team – acting as a CSR (supported by subject experts) A new #WOWSomeEmployee gets to meet & greet the #WOWSomeCustomer. Post spending almost entire day as a CSR – they share some truly amazing feedback with me – on product, processes and people. Their thoughts are immediately aligned to serving customer in more delightful way. Best part is that the feedback is #CustomerObsessed #non-SOP driven & #out-of-the-box which brings in so much fresh thinking in the system.

#Day 1 End – they are certified “#WOWCustomerChampions”.

On #Day 2 – #WOWCustomerChampions know the ‘right questions’ to ask from leaders – to be more effective in their roles and thereby improving CX. Voila! Induction becomes a dialogue - 2-way communication program.

#CustomerObsession begins and gets ingrained in each SOP.

As an extended outreach of SAMPARK – entire leadership will go through this exercise at regular intervals. This helps in building a true customer-experience-oriented work culture. Well, isn’t that the raison d'etre for any organization?

So, did you #Sampark (Connect) with your customer today?

Stay #WOW! #CustomerExperience #CustomerObsession?

#WOWCustomerChampions #BuyWOW #CX #Induction #Day1