Authentic Customer Centricity - ASQ · 2017-12-15 · Authentic Customer Centricity is achieved...

Authentic Customer Centricity Anand Prakash Vice President & Chief Quality Officer

Anand.iitr83@gmail.com

2 HCL Infosystems : Confidential

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

3 HCL Infosystems : Confidential

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

4 HCL Infosystems : Confidential

5 HCL Infosystems : Confidential

6 HCL Infosystems : Confidential

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

7 HCL Infosystems : Confidential

Customer Centricity is a business

strategy to maximize revenue &

profits

8 HCL Infosystems : Confidential

9 HCL Infosystems : Confidential

Customer Experience (CX) Model

10 HCL Infosystems : Confidential

Your Feedback

Comments / Queries / Questions/Suggestions

Most Welcome

Contact : anand.iitr83@gmail.com

Phone : 8527358007

11 HCL Infosystems : Confidential

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

12 | Copyright © 2016 HCL Corporation | www.hcl.com