Motherhood Hospital won award for “Active Customer Engagement” by the ‘Confederation of Indian Industry (CII) Award for Customer Obsession, 2019. The results were announced at the Le Meridien, New Delhi. The award was distributed by B.N. Satpathy, Former Senior Advisor, NITI Aayog. The award was conferred upon the hospital for its ability to adapt to the CII IQ Excellence Framework for Managing Customer experience and Baldrige Excellence Framework and get evaluated as per the global highest standard of evaluation.
Customer experience is the outcome of an interface between the customer and an organisation that tends to include extended arms of its value chain at all stages of the customer life cycle. The experience in the process can be emotional, rational or physical. Hence, customer-focused excellence is a value, embedded in the beliefs and behaviour of high–performing organisations. In order to promote customer-centric culture among Indian Industry, Confederation of Indian Industry (CII) developed a framework and instituted the ‘CII Award for Customer Obsession’ in the Year 2016.
The aim of CII Award is to recognise Customer-Centric organisations where Customer is at the Centre of all that they do. It also helps organisations to understand various elements that are critical for delivering superior customer experience across the value chain. The award is given to promote customercentric culture across the value chain, recognize customer-centric organisations and promote the “Customer First” approach.