How 101st Bank can still WIN !!!

Most of us most of the time become so obsessed with doing things that we only focus on WHAT we are doing. We fail to focus on HOW part of it.  

Even answer to WHAT will not give you the correct answer. Asking follow up question HOW will make the things clear. 

We are fighting for freedom is WHAT. It is non violent (HOW) means is what makes what we do meaningful.

We are publishing books is WHAT , we are doing it beautifully is HOW

We are upbringing our children is WHAT , we have learned about parenting and applying those principles is HOW

We are doing our job is WHAT , we are totally committed to it is HOW (or we just do for time pass is also HOW)

We are doing election campaign is WHAT , HOW aggressively or otherwise we are doing will decide its effectiveness. 

Customer Experience fails mostly not because product and services are useless or not up to the expected mark. Companies pays attention only on WHAT they are doing and ignoring HOW part completely. Achieve targets come what may results into mindless calls from call center  . mis-sell & corruption.  Defining and focusing on HOW is immediate priority if enterprise want not only to offer superior customer experience but also wish to become ethical.   

WHAT is rational and HOW is emotional. We human being are emotional creatures. 

WHAT you do/say goes to head and HOW you do/say goes to heart.

Therefore while designing Customer eXperience companies MUST focus on HOW part of  it to connect emotionally with the customers. HOW you make them feel while interacting with your company will decide positive or negative word of mouth (WOM) publicity , possibility of repeat business. 

Once you know about WHAT , deciding HOW can make you different.   

There are 100 banks in the country but 101st bank can still win just by focusing on beautiful HOW !!!

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.