5 Customer Experience Scenarios !!!! Take Your Pick

A picture says more than 1000 words !!!!!!

- We offer HORRIBLE Customer experience and careless even after that - Government Departments { No one likes to go to them but are compelled }

- We offer HORRIBLE Customer experience but have cosmetic customer service  department  - PSUs  { No one likes to go to them but are compelled }

- We offer HORRIBLE Customer experience but have adequate customer service department - Massively Expanded Private Sector Companies { Most of us become their customer but want to get rid of them asap }

- We offer good and reasonable/ as expected Customer Experience - Some alert Private Sector Companies { We are happy to be with them but no brand loyalty and are indifferent }

- We offer Scintillating ,  Out of the World , Memorable , Delightful , Pleasantly Unexpected and Customised Customer Experience - A very few companies who design their experience at touch points to make it memorable every-time. { Everyone wants to visit them time and again, proud to refer them and love to  recommend strongly } 

Self Test and Work-On to Climb the Hierarchy !!!

(Of the companies that think they are offering great customer experience, their customers mostly thinks otherwise, so have self test from customer feedback) 

7 Reasons why Abhishek Bachchan Tweeted on 16th Nov

Abhishek Bachchan become publisher of his own news. Though media was restrained, however he released news of arrival of his baby girl, first to his fans and followers at one go through Twitter. Earlier trend was press conference. Media as an intermediary between news makers and news recipient is fast becoming history. Internet has played catalyst role in most of the industries to remove and realign role of intermediaries.

Advantage :

1) Abhishek is sharing the news with his followers, therefore all were excited.

2) Its instant. They need not depend on so called breaking news from media houses.

3) It was easy for all followers to share among their own followers and friends on social as well as off line circles.

4) Its direct, so easily trusted and cannot be twisted.

5) All his followers can directly communicate with him to congratulate or abuse when he acts in movies like Raavan (Mani Ratnam's not Ra One of SRK) .

6) Followers can also communicate with him abt what more they want from him and so he can also convey his thoughts. 

7) Imagine Anna Hajare has 1 mn followers on twitter. What he can do with his one tweet!!!! For that matter any movement can ignite in no seconds.

Just yesterday MP Shashi Tharoor at one of the conferences warned media companies that Internet is changing their business in unimaginable way. Yes suddenly landscape is changing.  

Purpose of this post is not to show how Social media is changing Media Industry but to awaken all readers about what this can mean to their business. 

Do you need someone like Shashi Tharoor to warn and awaken ??  

Its two way dialogue, instant , direct, easily sharable & above all exciting and interesting too. Companies like Mahindra Home Stays, Ford , Red Bull, CISCO, Volkswagen India, Disney, Jetblue, Kaya Clinic & many more are aggressively using SM Channels. 

Most important is Engagement & Two Way Communication. Unless customer engagement is there, people are not interested.  

Just a few numbers : 

1) Face book enjoys 3rd largest population after China & India. Indian FB users 34 mn. Growing at 60%. 

2) India: Internet penetration is 8% Mobile Penetration is 67%. Imagine what will happen when Internet usage through mobile becomes affordable and accessible!!!

Its not just marketing. It’s about marketing plus, brand building, lead generation, customer service & feedback, wow ! Customer experience, knowledge sharing, collaboration, hiring, product design and launch, remain in touch & much more what more one can imagine. 

Yesterday a few college students in Goa visited one of the hotels. They liked the food so they tweeted about the hotel. Hotel has social media policy and brand watch, they tracked this tweet about them and immediately thanked all of them through reverse tweet. It will reach many many more on tweeter. 

It’s not about technology or a fad, its about mind for customer experience and mission to provide scintillating customer experience. First in hotel and 2nd through responsive social media awakening. 


Here going extra mile can take the brand miles ahead. 


New Social Media Theme :  Like it? Share It , tweet it.

If you are in Mumbai and want to know more about high profile event is taking place in Jan 2012.  Click here to know more and participate http://www.clickasiasummit.com

Win HEART to reach MIND of the CUSTOMERs !!!!

Watching one of the finest movies of the 70s, Parichay, (Jitendra & Jaya Bhaduri Starr-er)  this weekend, was very thought provoking. Simple concept , present day marketers must learn & implement. 

Social Media champion (http://www.socialmediaexaminer.com) and well known blogger Michael Stelzner says " offer free knowledge to attract customers."  Seth Godin in his famous book Linchpin talks about art of gifting.  Gift without expectations in return is the true gift. 

Rule is : First offer and give without expectations and you are likely to get expected behaviors of returning favour. But without thinking about giving , just expecting will be difficult to yield result. Respect buyers choice and preference before you try to sell your idea.

Buyers are here to solve their problems or experience some pleasure.  Your product and services may be an answer to their need. However route to their mind (which makes decision to avail or ignore) is through their heart. Heart goes to selfless & going out of the way solution providers (ofcourse not to hardcore marketeers and sellers). 

Rule your space with entire gamut of solution. Something is free, something is out of the way, { just to show your commitment towards solution and not JUST sale } and something is paid. 

In d movie mission of Jitendra (lead character) was to educate & discipline 4 notorious students. He could have remained focused on his job by remaining and behaving like a typical teacher (like his predecessors) . But he choose to become friend , won their hearts, gone out of the way of his KRA, spent extra time with them to understand their behavior and response influence-rs. This extra time and effort resulted into achieving his end result of disciplined students having interest in their studies.

How much extra sellers/marketeers can invest in customers /buyers/ clients {without expectations} that will decide sales, customer engagement and customer loyalty.  Route to mind through heart may be longer but its a sure , authentic as well as long lasting. 

What is your investment to win hearts before you aim to reach customers' mind???