Showing posts with label what. Show all posts
Showing posts with label what. Show all posts

Tuesday, May 20, 2014

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 !!!

Friday, February 28, 2014

Are you addressing WHAT or WHY of WHAT?

If every entrepreneur and professional is asked to avail services from his own firm he will realize how poorly (or good) he is performing. 

Financial Statements will give you results at the end of the year but own journey mapping can quickly tell you what is wrong and what needs to be done. Problem is , mostly entrepreneurs try to analyse balance sheet and P &  L Account to know what is wrong and think about corrective measures. 

What best they need to do more often is to become their own customer. Use more and more touch points , use more and more services to learn more and more about their own business.

Focusing on financial statements for improvements is like focusing on results rather than on symptoms. WHY of WHAT needs to addressed. Financial Statements tells you WHAT, what is happening in the market with your customers tells you WHY of WHAT.