Customer’s Experience vs Customer’s confidence

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Some things in life are better understood by the historical gap they reveal. For example, when a vendor talks about how its latest version of software delivers on the integration challenges of its customers, this probably means that the previous version did a pretty poor job. And similarly, the fact that so many organisations today are saying that customer experience — snappily shortened to CX — has become of paramount importance. How could it ever not have been, you might well ask.

The game has changed, of course, making direct connections to people much simpler to achieve. Digital technologies, in the form of online tools, apps and smart gadgets, have brought organisations far closer to their user base than historically. The lowly automobile, whose previous ‘interface’ consisted of a rubber-coated wheel and a few levers or pedals, has been upgraded to enable interactions between manufacturer (itself hastily wondering how to become a service company) and traveler.

While CX is important in terms of helping people interact with services, it should not be seen as the whole story. From a CX perspective, measures of success might, for example, be the number of times an app is used, or the transactions through a given web site. Such results are interesting and valuable, but they are only one part of a relationship between a person and an organisation. Like an iceberg they represent the part above the surface, while much more potential exists underneath.

As the automobile example suggests, simple interactions can only take a relationship so far. Existing rhetoric from companies such as BMW suggests that companies are relying on existing brand loyalty — in BMW’s case this relationship may be stronger, but not every manufacturer can depend on people buying a make of car simply because they always have.

So-called stickiness — the propensity for someone to return to a given supplier next time around — applies just as much for large-ticket items. We see this with travel sites, which rely on a user’s previous experience not only in terms of lowest cost but ease of use and potential bonus features. As a result, we can see CX as a means to a deeper end, namely customer engagement, retention and ultimately propensity towards a given brand.

This may appear a broad point but it has some quite specific ramifications, notably in terms of how much customers trust how suppliers collate and use the data surrounding each transaction. As a recent example shows, where Facebook blocked a UK insurer from scanning posts to determine a potential customer’s risk profile, not all use of customer data is going to result in their increased desire to work with a company (in this case, one could expect the opposite).

In other words, CX is just one facet of overall customer confidence in a transaction, in its supplier and in the brand it represents. While customer may choose not to use an app because it is awkward, equally they are not going to trust a brand that seeks to exploit them. As we become increasingly transparent in our doings, the trust we have in our suppliers needs to increase commensurately. So, by all means focus on CX but retain focus on the longer-term strategy to ensure customers want to keep coming back.

Consumers nowadays don’t want to engage with any brands for the long term

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Finance and insurance are unlike consumer-products businesses, where people will keep on buying when they feel pleased with a brand. With life insurance, if customers do not feel happy with a policy, they will feel better when agents regularly taken care them, forming a relationship.

To sustain such relationships between agents and consumers, the company will focus on long-term protection and long-term savings, that is, policies with terms of 20 years. Long-term policies account for 60 per cent of Thai Life’s premium income, so called Customer Lifetime Value (CLV).

In other words business momentum, market dynamics and management transparency are the common ingredients we all need to be able manage well. And to do that and keep the rhythm going we need good information routinely delivered in each business process. More importantly we need to be able have get the answers to the questions we ask that the information brings up with an easy ability to do deeper analysis without setting up a task force commission.

As to content and who reports what, to track what’s gone on and manage what’s being planned the performance management and planning and reporting process that the CFO team provides is vital. It is a must as well that it be timely, consistent and very reliable with well integrated and easy to understand reports that everyone involved can access and see.

Taking a high level view on that content can be good. This may typically be a ratio summary or dashboard with key performance measurement (KPI) of activity critical to success. Once that is well established the collaborative of use KPI reporting is very effective. But it can take some time to mature as the behavior we see in the detail is not always intuitive at first in KPI summary. For example in one businesses a late delivery signal on a KPI may indicate serious issues that have immediate loss of business consequences with sales retention and profit then at serious risk. Where-as in other businesses while it may still be important it is less of a risk and can be managed. This may even differ from product to product  in the same business the underlying issues and impact to be addressed must understood well before a KPI view is set up.

Why crm is important in sales.

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3 years have passed, still remains an unsolved business.

Kitipan Blog

Most companies nowadays rely a lot on crm systems to be the center of communication logging of all contacts between the company and clients. Updating the clients information is the key to success if it as if the information isn’t up to date, loss and mis communication happens causing loses to business and opportunities.

Actually, in terms of tangible lost, an invoice or bill could get lost if it is sent to the wrong address or person. One  of the latest cases I have seen is that an accountant refuses to update the crm blaming that it is the customers that has to inform the company that the address has changed. Lost invoice went lost in this case.

It would be such a shame for the business if the process was broken at the end when bills could not be collected, despite all the work that the other teams have…

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พิษของดอกลำโพง

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เพิ่งได้อ่านถึงพิษของดอกลำโพงหลังจากที่ไปถ่ายรูปมามากมาย ไม่น่าเชื่อเลยว่าดอกไม้ที่สวยจะมีพิษร้ายแรงขนาดนี้ โดย ดอกลำโพง ลำต้น ใบ ดอก และผลของลำโพง มีสารพิษที่เรียกว่า อัลคาลอยด์ (Alkaloid) อยู่หลายชนิด สารพิษในต้นลำโพงไม่สามารถทำลายด้วยความร้อน และเมล็ดลำโพงมีพิษสูงมาก พิษของลำโพงจะออกฤทธิ์ช้าๆ ในระบบทางเดินอาหาร ทำให้เกิดปากคอแห้ง กระหายน้ำ กลืนอาหารและน้ำลำบาก สายตาพร่า เคลิ้ม เพ้อคลั่ง และอาจรุนแรงถึงขั้นเสียชีวิต

2014-11-15 11.05.25

2014-11-15 15.16.272014-11-15 15.31.18

อ้างอิง

Experience of working with under average intellectual knowledge

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An assignment was given to the client to provide an attendance sheet of the students in each class, by class by month, below was the reply back.

From instinct and information provided, one would assume that all the classes were attended on one month (any month), so we picked the current month for loading the data.

When the results of all the students in each class for that month was shown, the very first question received was, "How did all the class happen to be on the same current month?"

For the beginning, this was a shocking question,

I replied back "How should it be then?"
"Well, the courses ITP1 and ITP2 were held in Feb, ITP3 in Mar …etc", she replied
I then asked, "Where in this file would one ever know when the class was held?"
"Well,.. (silence for about 2 seconds), you should have know this.", she replied.

My feeling then was both upset and not ure if this person just happened to be hired? This attitude shown from under average intellectual knowledge from a working level staffs reflects directly to the manager whom she reports to. Organizations that employ these types of staffs will never make it to the next level as the effort will be enormous, for even such as easy task yet they fail to deliver.
Recently, CEO Marissa Mayer was also questioned for her costly and largely self-inflicted errors since taking over Yahoo’s [ref]. Training is beyond repair, so it’s best to get rid of the management that keeps them and recruit good people from the start.

The Angel นางฟ้าติดปีก อีกรายการสาระบันเทิงน้ำดี

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มีโอกาสในการดูเทปรายการย้อนหลังของ The Angel นางฟ้าติดปีก แล้วพบว่ามีสาระบันเทิงควรได้รับการกล่าวถึง นั่นคือ การที่คณะกรรมการได้สอดแทรกแนวคิดในการทำงานหลายอย่างระหว่างที่ทำการสัมภาษณ์ผู้เข้าการแข่งชัน เช่น แนวคิดเรื่องบุคลิกภาพและความน่าเชื่อถิอ แนวทางในการตอบคำถามและการแก้ปัญหา รวมทั้งเรื่องการ balance IQ และ EQ ซึ่งสามารถนำไปปรับใช้ได้จริงๆ โดยสอดแทรกในความบันเทิงและรอยยิ้มในรายการ

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บอกได้เลยว่ารายการนี้ จุดแข็งอยู่ที่ข้อเสนอแนะ คำแนะนำและการซักถามของคณะกรรมการ สามารถติดตามรายการย้อนหลังได้ตามลิงค์

 

Lost in Indonesia

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Notes worth remembering for Indonesia

  • Use bluebird taxi, as they go by meter and they are pretty new – can be found everywhere in the city, meter starts at 7,000 IDR
  • Airport tax is 150,000 IDR/person. (should have been included in air fare when booking)
  • Car free day held every Sunday on Thamarin road, an event worth joining with people jogging and cycling around Salamat Datang monument.
  • People tend to carry more than one mobile phone, I’ve seen up to 4-5 devices with an average of 2-3 devices/person.
  • Most coffee (kopi) and fast food shops open 24 hours e.g. McDonald, Burger King and Starbucks offering free wifi.
  • Driving is an art, every spot on the road is taken advantaged yet you could be stuck in traffic up to an hour easily, don’t worry, there’s a variety of food and drinks sold by street vendors who can just come to your car window.
  • Side street food vendors price starts around 13k-15k IDR per dish. Port is expensive, chicken is the main meat source.
  • Toilets are far better than Malaysia, with toilet water facets likely found in Japan, clean and dry.
  • If you should try Padang food restaurants, they charge only what you eat, so might be a good idea not to eat all the dishes they serve you, pick only the ones you want.
  • Ice is no sold separately in 7-11,  goes by the glass – 6,000 IDR/glass

ddIndo May2014

 

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