How to create customer wow-Moments of Truth

Ideas for creating Customer wow

Moments of Truth


Of late , it has become a fad to create positions like Chief officer Customer success.Those who occupy this position must  actually do some soul searching to find out how many moments of truth their employees create .
Recently i toured 9 famous holiday destinations in northern India; stayed in 9 different hotels. Out that 9, only one remained in my memory  for the moments of truth the staff created. The hotel director came along and greeted offered a welcome drink, accompanied the guests to the room , personally checked the room to ensure that everything was in place. The hotel was  at holy city of Rishikesh in India and the hotel was located on the river banks and had a private entrance to the river. They had numbered the floors from 1 to  8 from top to bottom that was unique. The director offered that we could pluck 7 flowers from the garden and offer to Ganga when we go to the river.The hotel, he said offers calm and private place for sitting on the banks of the river and meditate . Believe me that this is what one expects when you visit Rishikesh and you are always afraid of getting  an unclean crowded Ganges.this was a fine gesture from the hotel.He does that to every customer who checks in .day in day out.

How many chief officer customer success would do that?
There was this friend of mine who traveled from a far away local train station in japan to tokyo .Having lost the way he asked the staff at the ticket counter the best and fastest route.The employee wrote down the details in japanese and english, accompanied him to the platform and ensured that he boarded the right and fastest train. This is the moment of truth. He is the Chief officer customer success and not those who carry the titles.
Same with all those with titles like chief people officer. How many actually work for the people's interest.? Recently while in conversation with a direct report to Chief people officer,  found out that she  had a tough time with her woman boss.Surprised with that i enquired as to what is the problem.The response was that employees are making fun of her boss after the boss bargained and got her title changed.The boss was known for being inhuman.
The truth is that title or no title, it is the moments of truth for the employees and customers , that creates the report card.


Comments

Post a Comment

Popular posts from this blog

how Crises initiates change triggers

Change Management- Events that triggered massive change Fannie Mae and Freddie Mac story-Mortgage and Finance industry - The USA A notable example  for causing Changes in the way reporting and compliance  are  done is that of  Fannie Mae, Freddie Mac in the USA. The Federal National Mortgage Association (Fannie Mae)  and Federal Home Loan Mortgage Corporation (Freddie Mac) are the government-sponsored  enterprises (GSEs) devoted to housing and hold dominant positions in the U.S. mortgage market.  They hold over 50%  collective ownership or guarantee  of all  outstanding mortgages in the United  States, including a huge share of subprime mortgages. The subprime crisis was man-made chaotic    situation created in 2008 that affected the entire  mortgage industry in  the USA, when home mortgage loans were approved once again by greedy  financial  compa...
Read more

Change management- How to challenge the status quo

Change management challenge the status quo Is there a way to decipher how our brain helps to see and comprehend the world? Cognitive science and Human-Computer Interface (HCI) have been trying to find the answer to mindsets, based on research to establish the commonalities among the ways human beings and computers understand the world. When we see and interpret the prompts from outside, does our brain apply any logic? This hypothesis is not supported by research studies so far. There are limitations associated with segregating, studying and validation of the mental models. Individual’s behaviour when confronted with new thoughts have been inadequately studied with a comparable knowledge base. An approach was made to isolate complex knowledge and behaviours apart and study mental models, cues, and their interrelationship. Study techniques and results in this area have been challenged as the mental models seem to be not very robust and stable. The studies have been highly subject...
Read more