Engage (with) your customers
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Southwest Airlines in USA has done things differently for a considerable period of time and has a recognition for one of the most well run low-cost, no frills, best customer satisfaction levels airliner.
This video below is a good proof of different things they do to engage customers - Flight attendant doing the announcement of safety instructions as rap - best of all, to me, it costs nothing. Probably a case for many of us to think how we can engage (with) our customers differently than our competitor - A differentiator worth our perusal!
Many people who have traveled enough, I'm sure, would agree with me that usually these announcements are so boring that we hardly engage ourselves during the announcement. Which means the effectiveness of that process is almost zero (well, if not zero it is somewhere around 25 on 100) - I would have loved someone doing something similar (of a completely different thing) on Indian skies.
Similar to this 'announcement' process there will be many things in our organizations that simply do not engage our customers (including employees) and we do for the sake of doing. Many of us often complain that some of these processes, by nature, are boring and there is very little that one can do to make them 'entertaining' (=engaging, because most of us engage with a thing that is entertaining enough) .
Take for example, process of obtaining customer feedback, process of inducting a new employee, process of announcing employee of the month award, process of handing over a salary increase letter and many more - Often, these are done as boring events and often enough the people involved (on both sides) are not engaged resulting in process becoming inefficient in achieving its true objective.
One of the main reasons for this phenomenon is that we focus too much physical things of that process (like handing over the form/letter) and this in itself come because we do these things fairly regularly or routinely. I mean the enthusiasm that one will have when we do a particular thing first time (or fist few times) will dry/dye out over a period of time.
Hence the thing to be addressed here is 'enthusiasm' - Often, our enthusiasm level will be high either when we do new things or old things in a new/different way. There could well be dearth of new things that one can do (reasons for this are many including our own lack of ability) but there will never be dearth of 'new/different way' of doing things.
Try it out - It engages your customer I bet! Even now (or should I say more so now)
This video below is a good proof of different things they do to engage customers - Flight attendant doing the announcement of safety instructions as rap - best of all, to me, it costs nothing. Probably a case for many of us to think how we can engage (with) our customers differently than our competitor - A differentiator worth our perusal!
Many people who have traveled enough, I'm sure, would agree with me that usually these announcements are so boring that we hardly engage ourselves during the announcement. Which means the effectiveness of that process is almost zero (well, if not zero it is somewhere around 25 on 100) - I would have loved someone doing something similar (of a completely different thing) on Indian skies.
Similar to this 'announcement' process there will be many things in our organizations that simply do not engage our customers (including employees) and we do for the sake of doing. Many of us often complain that some of these processes, by nature, are boring and there is very little that one can do to make them 'entertaining' (=engaging, because most of us engage with a thing that is entertaining enough) .
Take for example, process of obtaining customer feedback, process of inducting a new employee, process of announcing employee of the month award, process of handing over a salary increase letter and many more - Often, these are done as boring events and often enough the people involved (on both sides) are not engaged resulting in process becoming inefficient in achieving its true objective.
One of the main reasons for this phenomenon is that we focus too much physical things of that process (like handing over the form/letter) and this in itself come because we do these things fairly regularly or routinely. I mean the enthusiasm that one will have when we do a particular thing first time (or fist few times) will dry/dye out over a period of time.
Hence the thing to be addressed here is 'enthusiasm' - Often, our enthusiasm level will be high either when we do new things or old things in a new/different way. There could well be dearth of new things that one can do (reasons for this are many including our own lack of ability) but there will never be dearth of 'new/different way' of doing things.
Try it out - It engages your customer I bet! Even now (or should I say more so now)
Labels: Achievement, JLT |
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