Customer Experience Is A Spectator Sport!

 

Before we set out, lets take a look at some of the world’s top tier customer centric companies:

 

Walt Disney: Stooping To Excellence

ACE Hardware: Helpful Hardware Place

Ritz Carlton: We Are Ladies & Gentlemen, Serving Ladies & Gentlemen

Amazon: Still Building The World’s Most Customer Centric Organisation

 

In an in increasingly commoditised, Red Ocean infested world, guess what is your organisation’s best product or service? CeX: Customer Experience.

 

The longest and hardest nine inches in Marketing is the distance between the brain and the heart of your customer.

 

With each passing day, interactions with customers move from private ( phone, email) to public ( social media, review sites and forums). The ‘Me’ in Social Me’dia is the Custo’me’r: Your job is to give them something to talk, yelp, post, upload, converse about

 

With each customer interaction on these public platforms, not only has your brand to manage the expectations of the original customer in question but also the emotions and perspectives of dozens or hundreds or even thousands of other customers and potential customers bearing witness.

That’s why it is more important to be mindful of what your brand says to the customers online but HOW it is conveyed as well. A minor choice in words could be the difference between an awesome customer interaction, and an unruly, offended mob!

 

Contrarian as it may sound, Employees First. Customers Second(there is a lot of meaning in this contradiction). Transfer the ownership of “change” to the employee in the value zone. You can’t have happy, enthused customers without happy, engaged employees.

 

The customer-centric company looks at customer service as a philosophy to be embraced by every employee of the company. It recognizes that there are both external and internal customers.

 

You need to get to the future, ahead of your customers, and be ready to greet them when they arrive”- Marc Benioff, CEO, Salesforce.

 

ENDS

The HURRY Cane in our lives!

Caveat Emptor

I am not making a compelling emotional and spiritual case against hurry and in favor of a slower, simpler way of life- but writing as someone all too familiar with ‘ hurry sickness ‘, I desperately needed this salve. Some of you may as well. Hence taking the liberty.

Nature does not hurry, yet everything is accomplished “- Unknownymous

” Don’t worry about losing. If it is right, it happens – The main thing is not to hurry. Nothing good gets awayJohn Steinbeck

Everything which you can conceive and accept is yours! Entertain no doubt.

Most of us seem to miss the wood for the trees in our pursuit of pleasure because of the breathless haste in which we go about, we hurry past it. Irony! As Lily Tomlin beautifully articulated ” The trouble with the rat race is that even if you win, you’re still a rat”.

Burnout is not a badge of honor. 

 When Marcus Aurelius( Stoic philosopher and Great Roman Emperor from 161 AD to 180 AD) spoke of his own impending and inevitable death, it wasn’t to remind himself to squeeze in as much crap as possible–it wasn’t about picking up the pace. It was to remind himself of what was important, of the standard to which he needed to hold himself. He said, “Do everything as if it were the last thing you were doing in your life.” That is: Do it right. Not do it as quickly as possible so you can say it’s complete.

Yes, it’s true, we will die. It could be tomorrow, or it could be fifty years from now. Which is why this very moment is so important. And why we can’t let anyone rush us through it.

You’re in a hurry. To get to the office. To get through this meeting. To get to the restaurant. To get the kids in bed. To get to go on your vacation. We rush because we have somewhere to go, something we want to do more, stuff we want to get over with.

But it’s worth asking, as the Stoics did, what were we really rushing through? And what we are doing it at the expense of the present moment. We tell ourselves that the future—the thing we are after—will be better. But the truth is, it’s not guaranteed. The only thing for sure is now. What is lived we never get back. We are dying every minute, every second. When we hurry we are speeding that along.

That’s the purpose of memento mori—”remember that you will die.” It’s purpose is to make you slow down. To not rush through this moment but to exist in it. To be present for it. Even if it is mundane. Even if there is something else you’d rather be doing, even if what may come next is likely better.

The practice of memento mori has the profound potential to wake us up and breathe more life into our lives. The whole culture is telling us to hurry while the art tells us take your time. Listen to the art. And the heart.

Patience doesn’t mean making a pact with the devil of denial, ignoring our emotions and aspirations. It means being wholeheartedly engaged in the process that’s unfolding, rather than ripping open a budding flower or demanding a caterpillar hurry up and get that chrysalis stage over with— Sharon Salzberg

Time for us to slow down. Or the other option is to Hurry up and wait 😄 !

Sorry got to go. The next ‘ shiny object ‘ beckons. And I am all taken in by the ‘ thrill of the chase ‘ and the potential ‘ after glow ‘.

It’s worrying..or hurrying???

ENDS

WANTED: Editor-in-Chief: For LIFE!

 

I was never even mediocre at either math or arithmetic. Hence, if this fails to add up, I am completely at home with it.

 

So the writer who breeds more words than she needs, is making a chore for the reader who reads ” – so said Dr. Seuss.

 

Every year at the Oscars, the award for Best Picture gets all the fanfare( a couple of year ago, of course Will Smith had other ideas). That may be stating the obvious. What might be not so obvious is in contrast, the award for film editing flies under the radar. But you may be surprised by the correlation between these two awards.

 

Since 1981, only three films have won “Best Picture” without also being nominated for “Best Film Editing”.

 

Why is editing so crucial in filmmaking?

 

A good film editor removes distractions by eliminating trivial or irrelevant things. She uses deliberate subtraction to add life to the ideas, setting, plot, and characters.

 

The best films are exceptional not because of what we see but because of what we don’t see.

We can draw parallels here. And use the same principles to edit our own lives. We might be from Mars or Venus but on Mother Earth our never ending to-do list need not be a perennial match for our Herculean, Machiavellian competence and calibre that we seem to have been willy nilly blessed(cursed?) with. Probably there is a space to begin by ‘ separating the vital few from the trivial many ‘. The over ignored practice of essentialism.
Mind you, this is no easy task. To distill and rein in our incorrigibly elastic task list. How will we answer our ego? Or camouflage our insecurities? We find comfort in “keeping our options open”. But having too many options leaves us without direction. Having a few focused options gives our life a clear direction and makes decision-making easier.
Eventually, every cut ​we​ make brings joy. Maybe not in the moment, but soon ​we​ will realize the time ​we have​ gained can now be spent on something better.
​We, as people, ​systematically overlook subtractive changes, instead following ​our​ instincts to add. There is nothing inherently wrong with adding. But if it becomes a default path to improvement, that may be failing to consider a whole class of other opportunities​.
The paltry rate of subtraction in our ​life or ​organizational-improvement​ journey is appalling.​ To improve a redundant piece of writing, few produce an edit with fewer words. To improve a jam-packed travel itinerary, ​we hardly remove events or places to​ allow ​us​ to savor the ones that remained. To improve a Lego structure, ​we hardly take​ pieces away. Whether ​we​ ​a​re changing ideas, situations, or objects, the dominant tendency ​i​​s to do so by adding.
​In an increasingly attention starved​, attention craving economy, subtraction ​h​as a ​noticeability ​​​p​roblem​. When we add things, apparently it gets noticed. But when we subtract..we seem to miss the point.
Life has a way of taking over. We start running on auto-pilot especially when we are overwhelmed, in over our heads, or simply worn out from all that life is throwing our way. And this year, life is throwing more than ever our way.
After a while of trying to keep all the balls in the air, we stop paying attention and simply start reacting. Amidst all the chaos, we know something has to change, but we don’t know what or how.
When was the last time ‘ nurturing our heart and soul ‘ was part of our to-do list? It hardly make​s​ the list of things to take care of during the day. If ​we​ prioritize the nurturing of our heart and soul, by taking time to listen to what they want, by engaging in soul-soothing activities and by using them to guide our actions, ​we​ ​can​ get our life back. ​We​’ll remember who ​we​ are​(otherwise in the stage called life​,​ we are all practicing ‘ selective amnesia ‘)​ and begin to attract people and projects that are a perfect fit for the real ​us​.
S​o what is the take away? ​Yes, you guessed it, take away, to make way!
BEGINS