Pause & Reflect.... Before ..... its too late.

Development ... Growth .. Produce More......Sale More....... More awareness , More Advertisement More Sales Push and More Sales Target for companies to survive and succeed......Stressed Employees.... 

Too Many Producers ..... Less Margin..... Stressed Top Management to achieve more ROIs.... 

More Buy.... Over Buy.... Stuffocated Customers ....  Advance Buy with Loan or Cut in Savings .... High Debt and Low Saving....More Stress at Home to Maintain Standard and Manage Debt ... 

Kind of development we are pursuing in this capitalist society is leading us to overall STRESSED society for all. 

This is not we need. We need happiness and what we are pursuing with this route is assumed and temporary happiness but at the end mere stress and stress.  

We need radical thinker & ideas in this mad rush for so called development and developed economy goal. 

PAUSE....Reflect ... What we are upto and what we are achieving with this mad rush. !!! This herd mentality rush all around us wont even allow us to PAUSE and Reflect but we have only one life and now is the time.

Build Trust before .... Convenience

Mega Malls & Stores have MEGA display of goods they are selling : 
- Customer always invariably over buys , many tempted buys 
(Convenience of credit card's payment terms is the culprit)

Online Sales : 
- Very convenient and people over buys 
(Convenience of home/office is the culprit)

Convenience will mostly enable/instigate additional and unwanted buys .... but convenience will always enable buys....

If an enterprise wants to enhance sales , remove all hindrances from customers buy road map. Make it extremely easy and convenient. 

( Remember; TRUST is a pre-requisite , without building TRUST with best ethical sales marketing and adverting , sales, after sales and return policy convenience will not fly. )

First focus on TRUST and stay away by offering all conveniences for customers to act. 

I CAN is Ignorance

I CAN is Ignorance ,  I CAN'T is knowledge !!

Don't agree ? 

Think of your wishes/dreams/actions till now since birth and find out % of wishes/dreams/results fulfilled ?

Think , this is a profound truth !!! Again think !! 

(More on this in my forthcoming book...The Biggest Confusion)

The Shortest Journey - The Book

Last week released my first fiction book "The Shortest Journey" in Gujarati.....

It's available on Amazon at Buy Now !!

English version now on amazon. The Highest Ignorance.

What to WRITE when you don't know what to WRITE ?

In the journey of this blog there were occasions when I wanted to write but couldn't !!!

Not because of lack of time but because of lack of ideas !!

Therefore scare commodity is not time but ideas and ideas matter the most. 

If we have ideas we will find time , if we have ideas we will execute it. Without ideas , time and execution capabilities wont help....

Ideas are seed , everything else follows... Ideas can come anytime ..... keep a note pad (or mobile phone application Keep can be handy) near you as ideas will come and go in friction of seconds.. keep writing them and develop idea bank. it can be for any area... area you are working or want to work...... 

The moment we decide to do something or seeking solution to any problem our mind starts working and soon will start throwing ideas....!!

Keep an idea bank and you will be amazed with the kind of ideas your bank will have sooner. 

Your idea bank will help when you don't know what to write and you want to write !!!! 

What we study in school needs critical Reimagination ....

Fitness & Cleanliness both are not after or before office and weekend activities. We have considered both these priorities as non priorities and results are in front of us:

1) Lifestyle diseases have become epidemic. 

2) Obesity , heart ailment, blood pressure, diabetes , back related diseases are killing our population like never before.

3) PM has to ignite the spirit of nation for cleanliness kind of basic hygiene matters.

4) Filth all around our public places including temples.

We teach History as full scale subject but Civics as part time subject in schools.  

We teach Biology as full scale subject but Physical Fitness as part time & irrelevant subject.

We have no time for Gym and exercise in our 24 X 7 corporate (killer) culture. Financial targets have become so critical that body working to achieve the same has become less relevant. 

We talk about sustainability of environment and we just care less about sustainability of human being.   In a mission to achieve financial fitness for share holders physical fitness of people working to achieve the same has become irrelevant. 

People should work more than 8 hours of duty time as a gesture of loyalty and commitment but no time is given for physical fitness.   

Some elite corporate companies have become aware about health issues of employees but this is just a drop in the ocean.

Fitness & Cleanliness is a state of mind. It can be cultivated if we study it school as a major subject and not as a part time good to have subjects. 

We need to critically review what we teach in our schools considering the new realities around us.

Daily Brand Killers

HDFC Bank and Reliance Insurance  are very big brands. They have invested huge money in their brands.

Unfortunately call center people they engage with are just killing their brands.

I got call during last two days from these two brands' call centers.

One was shameless and does not know how to talk when listeners says NO. He gave me his personal mobile number in his arrogance to complain wherever I wish to.

One was literally begging to me to listen to him when I said NO.

These companies think quality matters only in product and services (there also most fails). They are giving outsourcing contracts to such companies who employ these kinds of people to represent their brands.

In my earlier blog   I had written about out bound call centers as means of mass irritation. However when it becomes means of mass irritation it also becomes means of daily brand killers. 

Ease or Lose !!

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

Reason :

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

At last ...

At last there is a realisation in industry that BRAND is about ROMANCING the Customer and not just LOGO and Advertising. The origin of this blog was for this purpose. 

For many years BRAND builders have always ignored Customer Experience while for CUSTOMERs it was always like that. & this was a mismatch. 

Common sense says : how customers are concerned with the brand if they are not experienced? 

But still all creativity is expended in advertising and so called superficial brand building exercise.

Theme of upcoming brand summit by Paul Writer is Lovable Brands; Romancing the Customer. 

Unless brands are touching and making customer experience memorable , its not branding exercise at all. Earlier companies realise this better resources can be allocated. 

It would be apt to mention what Seth Godin has blogged earlier this week: 

" Most important marketing decision the CMO makes...

Is the goal to get people to notice what we make?

or

Are we setting out to make something people choose to talk about?

If you don't know your boss's answer to this, find out. If you do, act accordingly.

Hint: getting people to talk (or care) about your average stuff for average people is a lot more difficult than it ever was before "

My entire blogbook WOW ! & Weird is devoted on this very theme. 

Happy to see our BRAND Builder community is going to discuss on this in this summit. Happy days for CUSTOMERs , AT LAST.

Social Media & Big Data will make us CX crazy !!

Social Media is two way communication. Every experience will be shared - good or bad. therefore Customer Experience (CX) is critical.

Big Data is too many data trying to make sense out of too much information. Its about more customized solution.

Data is available in plenty all around us but making sense out of the data is the real challenge.

I don't know in times to come how much intrusion these companies are going to make in our lives but its certain we are living in interesting time.

More dependent we are becoming on Gadgets more data we are generating , more pattern we are creating about our behaviour and more precise trends enterprise will be able to forecast.

The above data from Gartner is clear that top priority of Big Data is to better CX. This short film A Day in Big Data tells us where are we moving as a business enterprise and as recipient experienced (pampered) customer.

However it would be apt to conclude quote from CK Prahalad " Future will not be an extrapolation of the past. "