You Are the Face of HCL

You are an ite

You Are The Face of HCL

2

Professional

Feel Like a Behave Like a

Communicate Like a

You are an ite

You are part of Large Professional Organization

HCL001

Agenda

1. Understand “BRAND” & Perception

2. Representing a “BRAND”

3. Perception Management : Behavior to suit brand in various

situations

4. What to do & What NOT to do

5. Role Plays

3

Brand

4

How a company wants to be seen

by market

Products

Process

People

How customers & market sees the

company / offering

AspirationCustomer

experience Reality

Other People

Experience

Brand - Examples

5

Brand - Examples

6

Fuel Efficient

Attractive People

Innovative / Easy to use

Made for India

On Time

Network every where

Technology Driven

Style and Power

Comfort and Safety

Brand - Examples

7

Fuel Efficient

Attractive People

Innovative / Easy to use

Made for India

On Time

Network Every Where

Technology Driven

Style and Power

Comfort and Safety

Brand

8

Brand HCL

9

How HCL wants Customers to

See us

Reliable Indian IT Provider

PAN India

Good People to Deal With

Customer Centric

Technology That Enables Business

Reality

Process

You

Product

HCL

EDU

_SS_

006

Will First Impressions Last Long?

10

Rational Emotional

1Yes!

Made from Emotional Not Rational Brain!

• Once Made Rational Seeks Validation

• Labels Helps Make Sense of World

• Experience Teaches us Validity of First Impressions

2

Perception

What Do You See?

11

First Impressions

Within 30 seconds people judge your

• Economic level

• Educational level

• Social position

• Level of sophistication

• Level of success

12

30

Sec

First Impressions

Within 30 seconds people judge your

• Economic level

• Educational level

• Social position

• Level of sophistication

• Level of success

13

30

Sec

First Impressions

Within 30 seconds people judge your

• Economic level

• Educational level

• Social position

• Level of sophistication

• Level of success

14

30

Sec

First Impressions

Within 4 minutes people decide your

• Trustworthiness

• Compassion

• Reliability

• Intelligence

• Capability

• Humility

• Friendliness

• Confidence

15

4Mins

First Impressions

Within 4 minutes people decide your

• Trustworthiness

• Compassion

• Reliability

• Intelligence

• Capability

• Humility

• Friendliness

• Confidence

16

4Mins

HCL CE

17

You ARE HCL

HCL is as GOOD as You are

HCL is as CUSTOMER CENTRIC as you are

HCL is TECHNOLOGY as much as you are

To the Customer…

How Perception is Arrived at?

1818Advertisement

Product

Interface

People

Service

Help Desk Site

Buying experience

Perception Management

19

Delighted Customer

• Vouches for HCL

• Gives a very positive

feedback about HCL to

anybody.

• He is also our Brand

Ambassador

• Difficult for competitors to

take him away from HCL

Satisfied Customer

• Does Not Give Negative

Feedback• Stays Neutral if asked for

opinion “ HCL is good, Dell is

also Good & Lenovo is not bad..”

• If Competitor is keen they

could get him to change

his loyalty

Unhappy Customer

• Negative Feedback

• Sitting Duck for

Competitor to take away

from us

HCL *&#@!

HCL, Dell, LenovoHCL

HCL is GOOD People to Deal With…

20

How YOU Can Project

GOOD ?

Dress

Hygiene

Well Mannered

Integrity

Cultured