Saturday, May 16, 2015
Thursday, September 18, 2014
When I logout from the facebook.com landing page has an ad of Jabong.com displaying few products incl T Shirt. Several times I liked the T Shirt design I had clicked on that but no purchase yet by me from Jabong.com
When I click after liking the product my landing page on Jabong does not display that product. I scroll down for a minute and then leave.
That page shows many other shirts and T Shirts but not the one which I liked and clicked on.
I don't know technical or business issues involved but I am not willing to put extra efforts and time and therefore sale is not happening.
Customer Effort is playing significant role in customer experience (CX).
Fulfilling customer need with ease and delight is the role of enterprise & ease comes before delight.
Many transaction opportunities fail only because of ease factor is ignored or not paid attention too. Imagine revenue loss !!
Jabong must have paid facebook huge money for this ad and yet failed transaction in spite customer likes the product and wants to buy !!!
Have your business processes and corporate communication vetted by CX expert for better Customer Experence - NOW
Monday, May 26, 2014
We have had a lot of discussion on how poor communication by our ex PM and poor communication campaign by Cong routed them. Yes communication is very critical it is about reaching out, it is about informing what is being done and what is possible. It is about what is available and what consumers need , it is also about what one knows and what one did. It is about what is one can do and what one stands for.
Many a times technocrats think that their technical skill can replace need for good communication. We find many poor communicator at higher levels. Verbal Written & Gesture - Marketing Advertising & Social Media , at all levels and mediums.
At organisation level and at individual level too communication is very critical. We need communication as main subject in our all college level studies. We are so much obsessed and focused on technical education that need for good communication skill is never considered a basic need for the success.
But communication will fail if PRODUCT is bad. Good product is a prerequisite for good communication to succeed. Best written book must be able to make it to the list of best selling book. Communication can not make bad product a good one rather in times of social media more communication about not so good product will it make it fail faster.
We should not worry whether Cong should work on product or communication, as the rule applies to every one and every company. Introspection at all levels is necessary.
Wednesday, May 4, 2011
In Mumbai Suburban Railway some times people having ticket of 2nd class travels by 1st class. In similar one such instance a commuter appears to be of 2nd class commuter was boarding the train. While he was boarding 1st class compartment cpl of commuters informed that this is first class compartment so don't board. He didn't pay heed and entered the compartment. Then one of the commuters told him that if the ticket checker comes and he is found with 2nd class ticket he will be fined Rs.500/-. Immediately without thinking for a second he got down of the compartment.
Fact : 1st Class Compartment E-Fact (effect): Rs.500/- penalty
Yes stating fact is just a statistics.
Toothpaste with Salt or Clove or LED TV or 200 CC Bike or Al Queda is a Terrorist organisation - but so what? How does it matters to me??
Mere statistics may not move people to take action. If you wants action, talk abt the impact of the facts or non action on the person. Communication be it advertising or marketing or any such personal persuasion should have this in it to be E-Fact-ive !!!