Monday, April 14, 2014

Products We Buy , Leaders We Choose !!

Products we buy:

1) Fresh with no customer reviews , not sure whether it will serve the purpose , moderate on promise , moderate perceptions about delivery , proven side effects of the company it belongs to. 

Fresh Product from Lousy Govt Company ( Side effects: ineffective , require repairs or call back as not proven track record of delivery , moderate chances of wasting our resources if it fails , Coming from Govt company so issues will be addressed on scaling up  )  

2) Fresh but with some customer reviews, not confident whether it will last long. High on promise ,  low on delivery , may have major side effects.

Chinese Products ( Side effects: health hazard, unsafe for use , high chances of wasting our resources if it fails, issues cant be addressed if it fails as comes without guarantee )

3) Experienced with customer reviews some bad and many good , confident that it can be long lasting and will serve the purpose , high on promise high on delivery , may have some side effect.

Apple (Side effects : Costly, theft prone, low chances of failing , brand image will make them addressing issues , if any quickly )

However of we don't select from these brands we will have unbranded product with nothing guaranteed at all. 

Do we also select leaders like we choose our products? Election 2014 is a choice between select brands or unbranded products.

Saturday, April 12, 2014

When does your customers' journey begin and end?

In Healthcare segment of service providers usually people are happy with the actual diagnosis / treatment but people are usually unhappy with all what it takes to avail the healthcare service. What it takes means proper pre-consulting guidance, administration , registration, payment and waiting during consultation. In case of In-house patients support and facilities for family attendant , visitors are inadequate as it is not considered core services and therefore ignored.   

Now lets leave aside the industry and look at across the industry. Core product and services are given required attention but everything else considered secondary are mostly ignored. Insurance policy features are great but agent will mis sale , call center will mis handle, claim settlement will be delayed , real estate developer will built class project but companies fumble at sales team , buying process and journey ,  post buying journey  and possession.

Imagine a restaurant serving mouth watering food but ambiance , hygiene ,  waiter attire and training , queue management are not in sync - what will be the fate of the restaurant? 
I have seen in spite of core product i.e food is tasty and talk of the town but unless all other peripheral aspects are take  equal care of restaurant going out of business. 

Therefore the question is what is the starting point and ending point of product and service your enterprise is offering? From where customer journey begins and where it ends? Every enterprise must know this as customers are equally concerned with all peripheral experiences that the business offers while offering its core product and services. & most critical ignoring this aspects can make or break the business in this new experience world we all are living in.