authentic customer centricity - asq · 2017-12-15 · authentic customer centricity is achieved...
TRANSCRIPT
Authentic Customer Centricity Anand Prakash Vice President & Chief Quality Officer
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Focus on emotion not just content
EQ Aspects
Self Awareness Personal
decision making
Managing Feelings
Handling stress
Communication
Self Disclosure
Insight
Self Acceptance
Personal Responsibilit
y
Assertiveness
Group Dynamics
Conflict resolution
Authentic Customer Centricity is achieved through EQ
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Emotional intelligence (EI/EQ)
Self Aware Emotional regulation Empathy Social Skills
Ability to Identify , Use, Understand and Manage emotions in an effective and positive way
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Expectation – Segmentation : Essential First
Satisfaction
Feature ExistentFeature Non Existent
Delighters
Must-Bes
One
Dimensional
Annual Bonus
Incentives
Wow Factors!
Off cycle promotion!
Fast Track Growth
Salary
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Customer Centricity is a business
strategy to maximize revenue &
profits
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Customer Experience (CX) Model
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Your Feedback
Comments / Queries / Questions/Suggestions
Most Welcome
Contact : [email protected]
Phone : 8527358007
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HCL TECHNOLOGIES HCL INFOSYSTEMS HCL HEALTHCARE HCL TALENTCARE
Leading global IT services
company providing wide range
of technology solutions and
services including infrastructure
management, application
development, BPO and
technology distribution.
Premier IT Services, Solutions
& Product Distribution
company enabling client
organizations to attain and
sustain competitive advantage
by leveraging existing and
emerging Information and
Communication Technologies.
Fast-growing pan-India
healthcare company providing
healthcare delivery, innovative
medical services, products and
training to meet the needs of
high quality healthcare.
An integrated talent solutions
provider addressing a broad
spectrum of youth
employability needs to role-
specific as well as
specialized skill
requirements of industry.
Key Data PointsTotal
Revenues
$ 7.1 Billion
EBITDA
$ 1470 Million
Employees
110,000Countries
31
$455
Million
$7.1
Billion
2000 2015R
EV
EN
U
E
YEAR
Enterprise Revenue
Growth
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