Movie Script & Business Script

Seen SLB's Master Piece movie GUZARISH last week. Wow - Master ART!! 

Movie making encapsulates all forms of ART. SLB has taste of creating MASTER PIECE in all forms of ART in one single movie. amazing Story, screen play, acting, music,songs,costume ,back ground sets, star selection , dialogues , every scene & every  screen , in all every other aspects meticulously thought of , planned and executed.

I wonder HOW Movie Making is different from Setting up an Enterprise or Designing Memorable Customer Experience!!! No Way.

From Script to Complete Movie from no where. From Business Plan to Running Business from no where. Movie however is tougher as unlike business there no scope for improvement post customer feedback/market response.

Therefore every thing is planned and visualized before even camera action starts. Attitude of lets go to market and we improve can not work here. That is the learning. We have entrepreneurs in a hurry to go to market, speed up and mess up on many aspects. You have your own share of learning when you touch the market but there shall not be shallow thinking at planning stage.  Nano Car learns from market reality but there must be huge thought process under gone into design and manufacturing of the Nano Car.

Be it making a master Piece Movie or setting up an enterprise or Designing Delightful Customer Experience - Its an ART ,ART to Change life of who experiences it.   

 

Why /Where/ When/ From Whom WE buy??

Scene 1: Mumbai Local Train, 1st Class Compartment. Vendor selling Pirated DVDs of latest last week released 6 Movies for Rs. 30/-.

All movies were good and most of the commuters wud like to see. Price was extremely attractive if u compare with ticket price plus number of members per family and 6 movies.  (6 (Movies) x 4 (Person) x 170 (Tkt Rate)) = Rs.4080/- as compared to Rs.30/-.

Still he could hardly sell one DVD among at least 100 commuters. This made me thinking WHY/WHEN/WHERE people buy?

I dont think people are still PIRACY conscious when price difference is so huge. Why DVD vendor cudn't sale more DVDs? Most people wanted to see movies, it was available very cheaply,it was available conveniently in Train so one need not travel. Still no sales???

Reasons Cud be:

  

1) I am conscious that I should not be seen as doing illegal act. Even if no one knows me there.

2) I will buy when I want and not when u sale.

3) Not sure about quality and not sure whom to catch if quality is bad. I dont think for Rs.30 people would mind any quality!!!

4)  I already have these DVDs or I have seen most of the movies.

5) I have no PC or laptop or player to use DVD.

I have no conclusive remarks and wud like to keep it open for readers to share their views. After all its abt people and their buying behaviors.

Meeting Young Entrepreneurs @ IIT Mumbai

Entrepreneurship Cell at IIT Mumbai has invited me at their Mentoring Session on 11th Dec.

Getting in to IIT is a Dream come True. Few lacs appears and few thousand qualify. Great sense of achievement. (Unlike CA Course, entry here is difficult where as in CA course exit is difficult.)

However getting in to the IIT (Or IIM) is the beginning or the first step. Life begins when U r out of the Inys. What U do with IIT degrees matters. One CAUTION when one is from IIT, HUGE EeeeGooo. (Naturally)

Technology matters but!!!!! in the world of entrepreneurship again it is the FIRST qualifier. Success depends on Marketing and Financial Results technology brings. If not then Technology has no valve. Microsoft , a successful technology company but more than that smart marketing company with fantastic financial results.

IITians many a time believe and focus so much on technology that they ignore importance of the other 2 important business functions.  If U r in JOB then fine , other expertise are available with the company but when U r acting as an entrepreneur, one need to not only learn and acquire marketing and financial talents but also respect the importance of the same.

Technology plus Marketing Plus Finance plus Social Impact makes a successful enterprise. Look forward to meet many young IITians and come back with much more insights to share. Cheers.

Start ups Vs Stalwarts

Just now I purchased book from www.flipkart.com (amazon.com of India). So easy , convenient and price competitive , that one wud like to deal with such a supplier/seller.

Easier you are for the customer to deal with , chances are better that you will get repeat customer , referral customer.

It is not true that ONLINE business is the only easy and convenient mode of business. It applies to every business , every thinking entrepreneurs can do it.

I am a subscriber to one of the leading telecom companies for internet data card. I get their bill every month and bottom part of the bill is to be teared and attached with the cheque for drop box. 

Unfortunately all their customer care numbers and mails are printed on the back of the bottom part of the bill. So when I make payment I have no contact details of their customer care and I cant reach them easily or rather with great difficulty. 

It means they dont want u to reach them once u make bill payment!!!. I draw their attention twice but no impact yet. 

Point Is: Unless U are Customer Focused and Design for Customer Ease and Convenience  it will NOT happen by chance!! Every companies that are making our life easy , stress free and make us feel HAPPY , do it by CHOICE. High Profile Executives and IIM MBAs in the 5 Star offices and even Best of the TOP companies cant guarantee this. 

Start ups like Flipkart can !! 

Brand Building Sans Customer Experience

Brand Building Sans Customer Experience - My Article in Management Magazine 

"The Smart Manager"

 

http://thesmartmanager.com/old/doc_content.aspx?docid=662

Pain Around Us - Why HAPPINESS is Critical for Entrepreneurs to Focus on??

Pain Around Us

1) Daily Commuting for Work

2) Prolonged Financial and Career Goals

3) Family Unrest (Spouse /Children and Parents)

4) Health Issues

5) Heavy Debt Burden

6) Children Education/ Career and Marriage

7) Heavy Traffic

8) For Entrepreneurs - Customer Acquisition and Cashflow Gaps

9) Inability to Fulfill Other Long Term Dreams 

10) Unwanted and Boring Job Profile
11) Long Q in the Malls
12) Huge Credit Card Dues & Interest Charges
13) Call Center Culture , where one holds the phone & listen more than talk/convey
14) No getting Commuting Vehicle easily in the Eve
15) U may add yours also

Can U make Out : Why HAPPINESS is a major driver to offer talk of the town product & services ??  Why Zappos.com, a US based shoe retailer is focused on Customer HAPPINESS? Is there any connection between Shoe Selling and Making Customer HAPPY?? 

How by providing your Offerings which can add and bring HAPPINESS in the life of your customer can make them not only HAPPY in his otherwise painful life but will also make them talk about their experience with your BRAND.

At the cost of short term share holders interest , invest in long term CUSTOMER HAPPINESS.  (Both will gain in the long run)

Apply yourself HARD and check HOW and WHERE element of HAPPINESS can be added in your customer experience path i.e. customer touch points with your BRAND.

Unless thoughtfully DESIGNED, it will  not happen automatically.

Before U Franchise on Franchise India Website

You will make two quick observations while visiting Malls and Retailers:

1) Cost of Survival i.e achieving Break Even is difficult for many of them.

2) Hardly any Differentiation between two BRANDS in any segments.

Read On My Article:

http://www.franchiseindia.com/articles/Franchise-Insights/Franchise-Trends/Think-Before-You-Leap-into-Franchising-Business-401/

Customer Experience - Surprise and Delight r inbuilt in yr company CULTURE??.

R u Getting Repeat Customers?? R your Customers referring yr product or services to others?

Some of the steps:

1) Add delight factors in yr offerings. Restaurants have to improve not only their food quality and variety but improve overall eatING experience likewise every entrepreneurs have to think of adding ING to their offerings. Hospitals have to work on carING part of all patients and visitors to enhance CUSTOMER experience. I as a blogger have to work on readING experience of my guests.    

2) At the cost of profit , surprise them. Send them sweet on their birthdays or on Diwali or on the day of school opens. Imagine + Imagine. Lot can be done to surprise them. You as well as your employees and customers must enjoy and celebrate every day of existence. Cinema/Multiplex - How abt Popcorn in occasional shows for free??? Imagine the publicity and referral , repeat customer it can generate!!!

3) At the cost of time, guide , help them also do follow up calls post purchase. Ask for any additional support? Do it even after 6 months and check. Invest a lot in your existing customers and let them do marketing for U. Starbucks measure customer experience in 20 different ways. How abt U?

4) After doing all these dont hesitate to ask for referrals.

Initialy you will do it with selfish motive of getting more referral customers. But slowly it will become part of the business and culture. It will be become BRAND to be identified with.

1000 Visitors & Counting - Differentiate Ruthlessly or Death is Inevitable.

1000 Visitors page views ( 42 days, 15 countries and 26 posts ) , but so what?? Why so much Halla Gulla???

Likes of Aamir Khan ,Amitabh Bachchan & CM Narendra Modi  (super stars) also sweat in today's attention deficit world to get attention. They do not miss any global territories and any possible media to reach out their audience.Therefore attracting 1000 visitors in 42 days with 26 posts is a feel good beginning.

Every business MUST make maximum (everything possible with passion and innovation)  visibility drive to get attention of their target AUDIENCE. Getting visitors or clients once is Ok , challenge is to keep getting with minimum efforts and cost.   

Highest visitors are for Feedback to Feed Forward but people are also interested in Must Company Culture. 

Real Estate sector got 3 posts , this special love is because my close proximity with the sector and I consider this to be most important sector in one's life. people borrow and invest lifetime income to buy HOME. However there is  huge trust and customer service deficit in the sector. BUILDERS built houses but not world class and talk of the town Structures. Building built should be on the site seeing itinerary of the city. All homogeneous structures are making cities boring. My posts Real Estate Marketing  Missing Links and Real Estate Marketing & Customer Experience, Whom Shall I Offer WOW !! Experience excited a few readers. 

My favourites however are Customer Referral - Offer Talk of the Town Services , U r in Happiness Business , or else not in Business , Sell on YOUR Strength , not compete on OTHERS', After Sales to Future Sales. Must read for every entrepreneurs. (employed are also entrepreneurs as they also have to sell them selves to get ahead)

Many readers like Cooks VS Chef and Creativity Men Vs Women. However certain things I dont understand in What I dont Understand is very interesting.

My focus in this BLOG is on CUSTOMER EXPERIENCE because there are millions of businesses around us however truly EXPERIENCE creators are rare & very rare.

Differentiate Ruthlessly or Death is Inevitable. (I continue my journey beyond milestone of 1000. )

U r in HAPPINESS business or else not in Business !!!

Do u know people become CUSTOMER just to become Happy or happier??

Feeling of HAPPINESS is ultimate one can think of and Companies can offer  through their offerings, be it product or services or experience.Whether u r selling Coffin or have Gaming Store at Las Vegas, its all abt HAPPINESS. Coffin seller can also WOW!!! and offer surprise HAPPINESS. 

Now in this bottom-line of HAPPINESS , how successful is your company with all their hard and soft assets??

I as a customer not concerned with yr SOPs or Systems, Technology & Processes.  I am not concerned how much profit do u make of how much asset u own. I am least concerned with yr market cap (Unless of-course I am also a shareholder). 

All of us are in the business of Delivering Happiness. How may of us realise that?? Earlier you realise better it is , as then  & only then your action will commensurate with the business u r in. Pause and Re think,  what r u doing in this World of Stress and suffering from Attention Deficit!!!

Not ROI/EBIDTA/EPS its only HAPPINESS that counts.Make people HAPPY with whatever u r doing. Its is the only business which is in HUGE demand.

 

Customer Referral - Offer Talk of the Town Services

My Client called me last month and gave me a new number of their daughter's would be in laws to help them in raising finance for their business. Now this is a big referral. Daughter's would be in laws. This shows TRUST and Confidence I have created in my client.

One of my clients today called me, (with whom I had worked 8 years ago ) for some new assignments. Now 8 years is a big time and they have grown bigger than what they were 8 years ago.  Still some thing that reminded them about me and I was called. 

Point is not how I am getting new assignments. Point is, it applies to every one and every business. Client Referrals are the Most Powerful Means to Get New Customers. Check how many of your clients/customers are falling under this category.

Unless we offer talk of the town or talk of the clients kind of offerings, we will not be talked about and so not referred to new clients.Getting new clients without efforts or cost is only possible through Clients/Customer Referrals.

Work on why and how customer will refer us? First serve them like the ONLY customer we are serving and then facilitate them to refer our services to their circle of influence.

What I dont Understand

I don't understand:

1) How Manmohan SIngh is called Clean when he allows corrupt practices to continue under the pretext of Coalition Dharma?? Shouldn't he dare to resign??

2) Who is clean and non corrupt in politics and bureaucracy, given a chance?

3) Why Auditors are afraid to report wrong doings of corporate houses?

4) What Rich people will do with the unlimited wealth they have created? If u are earning to donate , why earn in the first place??

5) Why most of us never do exercise or exercise restraint while eating? Focus on diet and exercise at School level will reduce the need of Hospitals. 

6) Why GOD will manage this world? He is God because he has left all the worldly attachments. Now after that why will he engages in managing the world?? Do seeds need God to make it a tree?? No its automatic so is our theory of Karma. No interference of GOD here.

7) Why Companies are extremely & only sales and profit focus??  What is the overall purpose of RESERVES and SURPLUS at the cost of extreme stress it causes on people and environment??

8) Why School teachers and Military/Police are under paid professions??

9) Why we need VASTU, Various Stones, Astrologists, Feng Sui, Visit to unlimited Temples unlimited times (Without slightest of change in ourselves) , Tarot Card Readers and the likes when we (souls) are bonded by our own KARMA? Nothing can change our fortune than our own KARMA and unchangeable destiny (ie results of our past KARMAs)

10) Killing of  Goats on Bakri Eid? How any religion can celebrate festivals by killing any animals??

11) How rich and famous can participate one or the other parties almost daily? Its their need or choice?

12) Why news papers report crime and negatives news daily?? We read newspapers to know abt type of crime in the city?? Media has to change and must start reporting abt positive & inspiring happenings in & around the city,country and the world.

13) Why all TV serial actors always stand and talk in their houses? We normally sit and talk.

14) How many entrepreneurs are aware abt their balance sheet position if they wish to close their business tomorrow? (i.e. whether Net-worth - dead stock - bad debts not written off - un realizable investments & fixed assets is positive??)

15)  Why we invite so many people in marriages? Something must change the way we celebrate our marriages or spent on our marriages.

16) How Amitabh Bachchan and Om Ouri can recommend Cement Products and Shatrughna Sinha Pipes??Are they anyway connected with the products as a users?? Are they technically qualified?? Pepsi, Chvyanprash, Clothes, Oil etc are still okay as they might be using it and recommending it but Cement and Pipes?? Kehta bhi Diwana Sunta bhi Diwana.

17) Why number one TV Channel like Colors also degrade their standard with program like Big Boss with all unwanted people?? Big Boss 3 was level +C then Big Boss 4 is level -Z. Hats of to viewers. and thumbs down to Colors.

18) Why Pakistan is not interested in the development of their own Territory and keen on acquiring Kashmir. Someone in Pakistan must study impact of keeping good relations with India.

19) Why other 29 Chief Ministers even cant copy CM Narendra Modi to develop their states??

20) Why everything must end with round figure?

If u have any clue on any of the above,  pl do drop in a few lines. (Also share What U don't understand).

Introvert Feedback - Extrovert Performance - Not Possible

Most feedback forms I have seen are COMPANY centric and not CUSTOMERS centric. It only asks abt how OUR COMPANY is performing without asking whether objective of the CUSTOMER fulfilled while dealing with company or company offerings. CUSTOMERS are not here to AUDIT company performance for free or rather by paying for the product/services.

They are concerned abt fulfillment of their objectives while dealing with any company offerings and r least concerned abt how your company is performing. So unless Feedback forms are focused on asking whether their objectives are fulfilled , CUSTOMERS r not interested to answer.

Questions must be framed in order to know what CUSTOMER expected and whether or to what extent it was achieved. It is not abt HOW artistic is your movie but its abt whether VIEWER enjoyed it of no??

After Sales to Future Sales

Yes, its what happens AFTER SALES decides HOW/WHAT sales will happen in future. Having closed the sales deal is easier part but what happens when the customer consumes our product or services, how we support, how we communicate, how we take care to see whether there is any problem or support needed with our offerings , how we hand hold , how our offings function , how it helped in solving customer problem or offering them required pleasure, how we stand by them for present sales or future need , how we keep contact with the customer etc. 

Every thing POST SALES is critical for long term survival of the company.  

Unfortunately most companies are focusing on pre-sales and sales efforts only. That's it. Short-term target -ism is so firmly in command that even CEOs are not beyond that pressure. Who will think LONG TERM??

Like feedback is the feeder for feed forward, after sales are efforts to make every successive sales easier. To existing customers and to new and referred customers.

Who is in charge of beyond QUARTER targets??

Sell on YOUR Strength , not compete on OTHERS'

Compete with your OWN strength. It means it does not necessarily have to have what our competitors are competing on. Our strength r different & so is competing style and capability. A beautiful female dancer can attract those  males who love dance so she does not necessarily have to look beautiful. Rest all will have to look beautiful to get attracted. Those girls who can cook tasty & variety of food can attract food loving male. Rest all will have to look beautiful to get attracted. 

Point is to find your own strength and you will have your own market /market share. In order to capture your market  focus on your own strength and find who are in sync/love with your strength. Rules of the game is not uniform for everyone. You can have your own rule and own way to market your strength (Product, services or time).

Customers are not UNIFORM however marketeers have treated them like that. Sell your strength and not try to compete on competitors' strength.

Dont Just Roam , Relax & Cherish too

Before I get down for the routine let me tell my readers that RISHIKESH (Uttarakhand) is the place u all must stay for few days, It has remained on the tourist map just as a starting point of CHARDHAM Yatra but if you don't stay there for a few days, you have missed a lot. River Rafting, (4 levels) ,  Trekking, Yoga, Meditation , Powerful Ganges, Evening Parmarth Niketan Aarti (Prayer), Hotels and Guest House with River View and Hills & of-course INDIAN Food. Its a perfect tourist place. 

I haven't seen in INDIA  maximum number of FOREIGN Tourists at any one place as they assemble at Parmarth Niketan Evening Prayers. 

We INDIAN Must learn to enjoy our holidays. We travel maximum places in short duration and claim to have seen so many places but without knowing or enjoying real beauty of places we visit. Our hectic life style in regular life has made us hectic travelers. We don't njoy and cherish,  we just count & like to tell others abt our achievement of finishing so many places in short duration.  We ROAM but don't RELAX or Cherish the places.

 

Deepavali Greetings - Spread HAPPINESS Create MEMORIES !!

Festivals of Light i.e. Deepavali, 


Celebrate with yr loved ones and spread happiness among yr circle of influence. At the end of the day its Memories that lasts,  everything else fades. Memories of time spent with family and memorable experience offered to customers. 


I will be on Holiday and will come back from 15th Nov 2010.


Till then Cheers and all the best for New Year.

Whom shall I offer WOW !!! Experience

Who needs Customer DELIGHT Most:


1) Health Care Customer - Most delicate condition , immediately noticed 
2) Confused Customer - Happy Feelings
3) Unaware Customer - Thankful 
4) Helpless Customer - Remembers forever
5) Worried Customer - Sense of relief 
6) Quick Customer - WOW!!
7) Extrovert Customer - He will spread the good word to every one (Bad too)
8) Introvert Customer - Or else he will go away
9) Smart Customer - He is aware and came after sufficient research. To remain in their short listing.
10) Women Customer- Once happy will become best source of referrals


Who so ever is left , well why even ignore them too. 


Creating Memories or Selling on Price, choice is yours. 

Real Estate Home Buy - When I Buy - Why I Buy?

Home buy is a dream come true for most of the buyers. As a developer HOW many of the decisive factors have you take care of? (not applicable to Luxury Higher end Home Buyers)


Proximity - Work Area, School, Hospital, Market & Temple
Commuting - Close to Station , highway , bus stop , main road
Surrounding - Other Projects , slum , future potential , no projects , approach road
Price - Afford-ability , reason-ability & transaction cost
Availability of Financing - Home Loans , easy installments
Entertainment - Theater, Public Garden, Malls
Ambiance - Garden , Play Area, Air , light , walk area & number of flats in the project (ppl     
                  have view on smaller of larger projects) & Parking Area
Quality - Construction and Fittings/fixtures
Internal Space Planning - Room ,Kitchen & Ventilation etc 
Class & Religion of People - Similar Class and Preferably same community
Size of Flats - Too big or too small, Possibility of Home Office 
Maintenance - Monthly Recurring Cost
Builder - Reputation , customer handling - kind, courteous, people friendly, extra support during the transaction, post          
            purchase support plans, past history 
Readiness - Time to Possession , Present Status 


Critical Part to Communicate is know WHAT out of the above matters to WHOM?

Jainism - 1 - Samyak Darshan

Jain Agamas & scriptures have shown the Moksha Path with a distinct clarity. These scriptures have laid down the prerequisites for attaining Moksha.

In the Jain terminology, this prerequisite is known as Ratnatraya. Which means the Three Gems.

Ratna means Gem & Traya means Three.

These are;

1.      Samyak Darshan

2.      Samyak Gyan

3.      Samyak Charitra

The word Samyak means Right or True.

·         Samyak Darshan means the Right Beliefs

·         Samyak Gyan means the Right Knowledge

·         Samyak Charitra means the Right Conduct

In order to know what is Samyak, it is vital to know what is not Samyak. There is a word called Mithyatva for everything that is Non-Samyak.

Mithyatva means wrong, untrue. Mithya Darshan is the opposite of Samyak Darshan.

(This is 2500 words longest of our all posts) Click to read. 

We Sell , What We Communicate

I fail to understand WHY insurance companies are not FOCUSING on Health Care for People in their mass communication and ad campaigns and focus on selling insurance policies only???

Advantage: (Manifold)

1) Wide spread health care campaigns will do over all health improvement across the population

2) This will be social awareness along with brand building. People will feel that U are genuinely interested in their health management and disease prevention. (& Not only interested in selling yr products)

3) Better health will make lesser health claims

4) Better health means longevity so longer duration of fund management for life insurance companies

Still I do not see any insurance companies talking about preventive health management as their mission or communication they use. They only talk abt their plans and policies using costliest possible BRAND ambassadors.

This is what happens when companies are internal focussed and how they ACT when they have COMMODITY selling mindset. NOW this applies to every companies insurance or otherwise.

Cooks Vs Chefs

I was in BITS Pilani Goa Campus last weekend. No not as a faculty but my son studies there so I was there to meet him. We had a great conversations on status of students mindset at the campus. It may be representative of all the campus of Engg colleges.  

1) Students are extremely JOB Focussed.

2) Students are extremely CERTIFICATE (Extra Curricular Activities)  Focussed without actually working to earn it. 

3) Students are indifferent to Many area of CONCERNS. FITTING into the system is the MIND SET.

4) Expecting too much from the Institutes without going out of the way to take initiatives.

(Applicable to MOST and not ALL students)

But isn't it the mind set of everyone employed??? Its our CULTURE. Its the society we live in.

We all are indifferent to many area of concern affecting our life ,  we are FITTING into the SYSTEM without have initiatives to make dent where-ever we work, We want wrong credits for the work not done by us. We are SALARY oriented and not acting like an entrepreneurs where-ever we work even if we are employed. 

This is the reason most of all employed are easily replaceable.

If u need to be told to what is to be done, then you are a COOK (Need instructions on what is to be done) however future belongs to the CHEFs. Isn't it easy to find cookbooks ?? Does any one knows abt Chef Book??

Take CHARGE of your life or someone else will. 

Note: Seriously recommend to read book LINCHPIN by Seth Godin to every COOKs.

Feedback to Feed Forward

Feedback is the most POWERFUL tool to know how enterprise is performing. Feedback from customers, vendors and employees. 

Free and Fair feedback from these stake holders will shape the management policies to navigate into the future. 

TOP Management does lot of things assuming our stakeholders must be happy about it or with whatever I /We do is always correct. Who better than us can know it better ???

Its always a myth. Feedback from Family made Valmiki a GREAT SAGE. He was notorious as long as he was living of his OWN without the feedback for whom he assumed he was doing what he was doing.

Does yr company has feedback system which regularly map the performance against the expectations of three stake holders stated above??? (Shareholders will be anyway happy if the other three stakeholders r happy).When was the last time your company took feed backs and it also reached to the TOP management?

Are we awake or DREAMING??? 

Real Estate Marketing - Missing Links

Post "Sale and Possession" relationship with the clients is very critical to generate referral leads. No amount of SMS, Emails or Exhibitions can sale what referral leads can sale.

Post Possession Relationship Anchors:

1) Timely formation of society.

2) Timely settlement of dues and deposits taken from buyers to the society.

3) Timely and complete conveyance support.

4) Discount couple during possession for household purchase from near by shops/malls.(on the promise of bulk sales)

5) Periodic Free Maintenance Support to Members to select fittings and fixtures, lifts , garden etc etc. 

6) Participation in Cultural Activities of the society by way of sponsorship etc.

7) Members Children Scholarship Schemes. 

8) Annual or Periodic Networking Get together Events.

9) Free Movers & packers Services or Free repainting of Old Homes to make it easy for the customer to sale.

10) Residents Magazine to enable members to know each other better and depict talents.

11) To invest in start up entrepreneurs residing in the complex. 

12) Many More such add on out of the box ways to engage with the existing CUSTOMERS. 

It must be genuinely done and not just to get referral. 

Airline & Hospitality Companies pamper their clients most. However Real Estate Clients deserves maximum pampering by the developer companies. People buys home by investing whole life's savings or borrowing against future earnings. 

Having a customer should be a matter of JOY internally and same should be conveyed and expressed to the customer in numerous ways and surprises. Think HOW most of us are getting our most of the customers??? Its through REFERRAL and that will happen only if CUSTOMER is delighted through some or many or even more of points stated above. How many of the owners meet their direct customers??

Unfortunately No one does it. Existing customers are ALWAYS forgotten once the transaction is over !!! 

What a fun if U are not talk of the town for Gr8 reasons?? Let your existing customers become your sales person. 

Alternative, endless participation in exhibitions and competing in COMMODITY world. 


Which ONE POINT which CUSTOMERS VALUE is unique abt your so called BRAND??  

Request to Visitors

Major Focus of this Blog r DELIGHT @ Customer Experience, Innovation, Unprecedented Experiences from Product and Service Providers/Events ,Happiness in daily life & JAINISM.


I welcome readers of this Blog to share their experiences in the above domains. This can help many more and one such idea/experience can change lives of many more readers.


Sharing is Learning. 


Do write , you may not know who will benefit out of it!!

Innovation is Small - Doesn't Require Laboratory

In Mumbai Auto Rick fare has changed recently. It is now not as easy and as simple as it was earlier. So every time one commutes, at the end of the journey commuter ask driver "How Much??" or "Show me the rate card." This is normal and usual practice. I must have travelled with more than 100 instances. 

Today I saw rate card affixed on the back of driver's seat i.e. in front of the commuter. Wow!!! Simple but gr8 idea. 

What will happen??? No need to ask or show me the card kind of untrustworthy behavior from commuters. U see and pay. Thats it. Its very very simple idea but 100s odd I have travelled have not applied this. So its unusual. 

Innovations in life or Moments of Truth for the customers are simple well thought out steps executed flawlessly which will make customer's life easy and make the whole experience delightful. 

Its SIMPLE. Focus on CUSTOMERS. (Your Boss will be Happy & so is the CUSTOMER)

.

Today in India

Today morning while having my breakfast my phone rang and it was our watchman from the gate.

He said "Sir U r CA (CPA of India) isnt it?  I want signature on the CA entrance exam form for my daughter".   I could not  recognize him but ask him to come for the signature. After some time when he appeared at my door I was pleasantly surprised and slightly amazed also. I completed the signature etc and gave him back the form.  

Wow!!! What an optimism and inspiration of people at every strata of the society!!! Amazing. We can bank upon the future of INDIA. 

CA is the only professional exam where entry is easy and exit is difficult. In all other professional courses whether MBAs, Engg or Medical reverse is true. Even cost wise also its the easiest and cheapest as compared to all fancy MBA degrees. Respect Parallel and knowledge in some cases more than MBAs. 

India is certainly shining in some parts where it was not earlier. Let that part grow bigger and faster. 

Memorable Customer Experience - Its by Design not by Default

This Diwali we will be visiting Amritsar, Delhi and Rishikesh. To be precise 3rd visit Amritsar and Rishikesh. Delhi many times.

Another option cud be some new places. Yes Good Idea to explore. However once u have memorable and exciting experiences u wud like to repeat the same. Its a human nature.

Same logic or emotion applies when we are dealing with any of the products or services we consume. BRAND loyalty is nothing but "enjoyed previous experience and want to repeat the same again."  Thats the reason every enterprise MUST design delightful and memorable customer experiences. It cannot happen automatically.  In MOVIE, whatever we see , is precisely planned and executed. Though it look very natural but is a design of the TEAM movie makers.

Unfortunately companies don't design their customer experiences. They will design their factories, offices, org chart, everything else but NOT Customer Experience. In this attention deficit world we are in, unless enterprises focus on the last part i.e. creating /designing delightful customer experiences, BRAND loyalty will be a illusive.

There are whole lot of passionate new and young entrepreneurs purely focusing on customer experience. They r the future. Rest all will REST sooner than later.

Creativity & Innovation - Men Vs Women

I don't understand;

1) Why men wear tie and move like buffalo without shepherd??  How many of men who wear tie enjoys it?

2) Why color of men's suit is invariably BLACK? If u go to any conferences or seminars , you will hardly see difference in that hall and stable. All black in colors!!! No imaginative thinking as far as mens wear is concerned.

3) Now compare this with women conference. U will not find single similarity in dressings. Amazing amount of innovation and creativity.

4) I think this speaks of creativity and differentiation thinking that takes place when in any org WOMEN is on top.

5) It may sound incomparable or no parallel but its true.

We are what we we do daily with our lives. Men please wake up. Innovate personally to innovate where u work. Its always inside out. Next time in seminar and conferences or wherever,  apply yr self, don't follow blindly.

Cheers.

PS: Today i.e.  27th Mar 12, Richard Branson blogged abt Ties Ties that Dont Bind , published in the Mint.

Ad Campaigns Vs Killer Product/Services

Vertical Parts between two Horizontal Steps have captured the imagination of marketeers. Yes, in Mumbai Suburban Stations on staircase these vertical parts are used by Colors Channel to promote Big Boss.  One more attempt of marketeers to promote product extensively without product having powerful contents. No one from Good Family will watch Big Boss this year especially cuz of the kind of people its stuffed with. (Last year it was different with AB in Command and most participants were D'Cent)

I think most marketeers use the same technique and focus on massive ad campaigns without doing something to improve,  Customer Xperience while using product or services. 

Invest in CUSTOMER CENTRIC Products and Services, Marketing and selling will take care of it self through Massive Referral Engine of Customer/Users Referral. 

Wake Up Marketeers. Don't allow AD agencies to control your business promotion,  let it be done by product and services it self & its users. 

Note to new VISITORS

Welcome New Visitors.

Making A Difference not only in the world around us but world inside us is the purpose through this blog.

First of all I recommend Welcome Read of book LINCHPIN by Seth Godin to everyone employed, self employed or unemployed.

Second come share your thoughts,views, experiences of the world U r living in abt people, places, products and thoughts.

Third remove the cap of the religion, circumstance and background of ideas with which we have lived till today.Start a fresh on a new slate. Be open to new ideas and thoughts. We have very limited knowledge but we have potential of becoming liberated soul with complete knowledge. Have that PURPOSE in Mind.

Join HAPPINESS journey at aanekant.blogspot.com with me.

Cheers.

Pause & Think - Purpose of LIFE.

Too much of money and still devoting beautiful life to earn more is sheer waste of this human life. How much money do one wants? Even doing social services with excess money is futile as far as our purpose of present birth.

Sole purpose of this human life is to earn liberation from the cycle of re births. Therefore wasting days and months & years  to earn excess money and then devoting some time and money for social work is selfish or rather foolish exercise in nature.

Stop at certain level. It must be reasonable and limited. Focus on the purpose of your life, from where have u come ?, why u r here?  , where will go from this birth after death??. is there anyway in which I can end this cycle of life and death and sufferings??

Some or rather mosts says u must not retire from yr working life. I wud say one must retire at earliest possible opportunity. This precious human birth should not be wasted sheer for the purpose of earning. There is far greater purpose in life than mere earning till death.

Pause & Think. (Yr purpose on this EARTH) . Quickly,  as the time is limited & flying.

MUST Company CULTURE

I read Delivering Happiness by CEO of Zappos.com. Must read for every entrepreneurs.  When most of our time in life is spent on working for some or the other companies, creating atmosphere of fun and happiness for all the stake holders is the primary role of top management.

They have their Zappos Culture Book where in all employees and many customers writes abt the company. People can ask for free copies of this culture book also. They will send in 5 days anywhere in the world. I got in Mumbai. They also arrange for free company visit for anyone who wish to visit their company and provide to and fro commuting services from Las Vegas Airport.

Point is: Why all companies are not focussed on fun, happiness, customer delight??? Company with singular profit bottom line approach will find it difficult to attract best of the talents. B Schools and Top Management must unlearn fast & open their eyes to know how the FUTURE WINNERS will emerge. It is not that B School should teach how to run companies it is rather other way round. Companies like Zappos will set the motion of syllabus change in many B Schools.

Cheers. Happy Dassera.

Real Estate Marketing & Customer Xperience

Last eve I was at Lodha Palce, they have changed the way real estate projects is being marketed. Truly world class. They launched 50 storey residential tower World Crest at Upper Worli. Truly amazing way and power of intermediary of making a difference. Those developers are bye passing intermediary have to learn how to pamper and groom/train their intermediates.

A major part of Customer Experience starts with how people selling yr products looks, talk, their knowledge, motivation and passion for the products.

Its the role of the companies whose goods/services they r selling. Real Estate Companies MUST invest in intermediaries. Train and Groom them periodically. They may be freelancer but investment in them will reap fantastic benefits Companies must change they way they are selling. Out bound Call Centers and mindless SMS will not do magic. Think Creatively DAILY.

Why this Blog??

Welcome. I am here to Wow!!!  my fellow travelers. 

I will blog about:

1) What I Do - Professionally
2) What I Believe - Spiritually & Politically
3) What  I Read - Books , Articles , Blog and Much More
4) What I Experience - Real Life experiences as I travel through the JOURNEY

(Menu will change periodically)

I believe I will write twice a week. Too much writing usually lacks substance and readers lose interest quickly.

All of u r welcome to share your thoughts.

Cheers and Best of Luck for life ahead.
Sunil Gandhi