Showing posts with label kbc. Show all posts
Showing posts with label kbc. Show all posts

Saturday, September 15, 2012

Its all about Emotions – Highest level of Customer (Human) Experience


Emotional Intelligence – one of the best selling books by Danial Goleman, Emotional Campaigns like McDonald’s campaign says I am loving it (not about rational need of taste, delivery, ambiance or people) . Zappos .com slogan is Delivering Happiness (what shoe retailer has to do with customer happiness? Ask Tony CEO of Zapoos.com or read his book Delivering Happiness. Happiness is the highest form of emotions, check pyramid below.) , KBC previous and present versions are based on emotional stories of the participants. Its now less on prize money and more focus on human emotional stories.  Author of the book The New Leaders Says  
” Acknowledge Emotions, Hire for Emotions, Evaluate for Emotions, Promote for Emotions, Lead by Emotions, Follow by Emotions, Sell Emotions ” .
Emotions are most important factor in every human being. French thinker had said ” Our rational decisions are driven by our emotions. ”  
Elite companies have started using emotions in their campaigns. But is it enough? Unless customers see similar signs in the offerings they will neither become loyal nor advocates of the brand. Where do we put our loyalty in our personal life?  Of-course with family and friends with whom we have emotional associations and not just rational. 
Therefore when we talk about customer experience, unless we focus and map emotions of customers at every touch points , we are failing in true measurement of customer experience. This is the reason perhaps we have experience of commoditsation of most of the products and services. Every companies are focused on efficiency of processes, cost cutting, call centers outsourcing , appointment of Customer Service people and many such things. Every companies are doing the same level of improvement and end result is commodity product for customers. But now what next?
How about changing company culture ?  How about  measuring customer emotions and mapping it for desired outcome?  
When we are dealing with any aspects of human being we have to consider human being as a whole i.e rational, emotional and subconscious. Present system of customer service or very little experience measures rational aspects of customer service or experience. However customer always experience company offerings and moments of contacts with emotional and subconscious mind also. 
How to go about this ?
(Pyramid developed by Beyond Philosophy-  Which emotions creates value and which ones destroy )
Put your organisation on NPS driven performance measurement. Business growth is limited part of the story  , NPS lead growth is what companies must aim for sustenance.  NPS will only grow reasonably if customer experience is bettered on every given day with holistic approach of mapping emotional behavior of the customers. It enables the organisation to become sensitive and designing emotion altering customer experience for desired end results. Measuring & Mapping emotions is the new regular.  
Its a win win win for all the stake holders i.e.  company , customer and society at large. Emotions are contagious. Happy and pleased customers will spread the feelings and emotions along with company brand.   How are you feeling today? 
Share your stories and emotions with brands you have encountered. Brands could be company or individual. 

Thursday, November 3, 2011

2 MUST priorities for every Business Owners !!!! Yes MUST.

Most of us either want to buy our own home or have taken debt to buy our own home. Most of us do not want to do job but with no other option and hence compelled to do job to survive. Its not our natural choice. Yes, this is not any survey result but learning from KBC participants. I think its a representative class of the masses across the globe. 

Manoj Kumar produced Roti Kapda aur Makaan in early 70s. However Maakan has still remained a major problem for most of the population on the earth. How Pity!!!! People spend their lifetime earning to buy one home or indulge in debt which they keep paying during their lifetime. 

I think this is directly related to another inner feeling of masses of not like to do job /dislike their jobs. Shareholder-ism over people-ism is the major cause of this grave situation. People spend their lifetime in doing what they don't like!!!! What a waste , not of time but lives. 

It is the responsibility of every entrepreneurs/corporation to make sure that they do two things:

1)  Make their people love their jobs (Doing whatever it takes).

2) Working for Financial Freedom of employees before they think about shareholder expectations (We have hefty reserves and surplus in company balance sheets but employees working for these are in debt and not happy).

All of us must work to increase gross happiness of people working for us. All other CSR initiatives are meaningless without achieving this first milestone.

We have corporations like Tony of zappos.com (Entrepreneur and author of book Delivering Happiness) or Ricardo Semler (Entrepreneur and author of book - Seven Days Weekend) who thinks on this line.

Ricardo Semler "Concentrate on building an organization that accomplishes the most difficult of all challenges:  to make people look forward to coming to work in the morning"

Yes making work/jobs interesting is MOST important and difficult responsibility of the business. 

Two takeaway - Making jobs interesting & employees reap benefits of success and shareholder should not earn at the cost of employees.

Tuesday, November 1, 2011

Why HOW is MOST Interesting ??

How is Design , How is Style , How is Courage, How Motivates, How is Execution of Strategy, How is description, How Instigates Thought Process,  How Excites. How is all about ACTION. 

I saw movies like Lagaan or Koi Mil Gaya many a times and knew who will win the cricket or basketball match , for that matter we see match highlights ever after we have seen the entire match. We do this repeatation just to watch HOW part again and again.

Someone has won Rs. 5 crs in KBC we all know by now, but still  we will see the show to know HOW of the victory. Result is less important than HOW of achieving the result. 

 Venture capitalist is pretty excited about WHAT of your business plan but its HOW that decides for or against investing. 

In school days we many a times know answer of our Maths sum but we get marks only for doing HOW of the answer i.e.steps.

HOW your cell phone or laptop or tab works is more important than anything else. Its beautiful , its cheap, but HOW i.e. functionality will be the key decision factor.

Discovery and other science channels have many program me on HOW it works or Built.
Mahatma Gandhi or President Obama or Sachin Tendulkar or Amitabh Bachchan or DH Ambani, we all know they are/were leaders in their respective domains. We read about them & what fascinates all of us is HOW they become what they have become.

Many self help books are all about HOW.

Like I promote Customer Experience as Brand In Action. Rest all is Gyan , HOW is Gyan in Action.

Point for all us to consider is to focus on HOW of what you do. Beautify / Focus/ Committed on your HOWs and it doesn't matter what you do. It will be noticed and acknowledged. In his books 7 Habits ................, Stephen Covey says "Sharpen your Saw" , yes sharpen your HOW.

Sunday, June 5, 2011

Why we need more of KBC than BQC ........

We as a society need more of :


Chefs ( idea, think and design new ) than Cooks (Mere executors of instructions)


Fitness Professionals (or Gym) ( Prevent ) than Doctors (or Hospitals) (Cure)


Entrepreneurs ( Create ) than Job Seekers ( Seek )


Intra-preneurs ( Proactive ) than employees ( Reactive )


Governance ( Ethical ) than Mere Government (Symbol)


Authors (Quality) than writers (Filling the pages)


Value (  Synergy ) than Growth (Numbers)


Profit ( Productivity ) than Sales ( Activity )


Food Distribution (Less of Hunger) than mere Production (More of waste)


Chanda Kochhar / Kiran Bedi /Mamta Benerji ( Self Achievers / Competency ) than Sonia Gandhi / Supriya Sule / Poonam Mahajan ( Forced & by chance Achievers & Dynasty )


Brand in Action  ( Living the promise ) than Brand on Sign Board (Mere Slogan)


Roads ( Execution ) than Holes ( Govt. Corruption )


Jobs ( Eligible ) than Degrees ( Education Factory )


Venture Capital ( Risk Supporters ) than Banks 
( Custodian )


Bridges ( Infrastructure )  than Breaches( Corporate Corruption )


Narendra Modi ( Walking the talk ) than Manmohan Singh 
{( Help and action) - less } 


Change of Heart & Action ( Meaningful ) than mere Religious Yatra-s (Thoughtless)


Yoga Guru Ramdev ( Positive Energy ) than Politician Ramdevji (Misguided Ambition)


KBC ( I also can participate in KBC ) than BQC  (Now I cant, though made a suggestion to Derek Orbrian )


Its not about what we don't need but what we need MORE.