“The need for empathy towards the buyer is huge. It’s a differentiator…” -Doug Brown, former CMO, IBM Systems“I am looking for a laptop computer, for my daughter.” A middle-aged customer called in using the support line.What would be your answer, when a customer calls a support number for buying? Would it be - “That is great, we have many available to buy online,...
“What is the difference between a chat and a conversation? How is conversational AI different from a chatbot?” “Well, in general chat refers to an informal interaction, while a conversation is a more serious matter and requires involvement from both sides.” “It’s not so much about the dictionary definition.” “When you visit a superstore, do you really look forward to an interaction...
In a previous article Are you ready for RCE 2.0? I discussed the changing expectations of customers post-pandemic, and the new level of Retail Customer Experience that retailers need to achieve to cater to them. In this article, we will see how to implement it for your retail business. RCE2.0! It's nice to hear it, but how do I achieve it for my...
“I understand delegation. I am still not able to figure out the secret sauce of control. When should I exercise tighter control and when should I leave it to the team?” In a Saturday morning mentoring session with a budding CEO of a start-up, we were discussing scaling the organization. “It’s like using a slingshot, my friend.” “A tighter control is required...
“Do you remember the glossy #catalogs, received in the mailbox? It was not such a high tech experience, still very popular with high-value retailers.” Along with a #CIO from a #retail start-up, I was enjoying the journey down memory lane. “And the 1-800--- numbers. I wondered why would someone call when it is easy to pick up from the store!” “There are people with special needs....
From Mom & Pop shops to Large Malls, and Computers to the Internet & Ecommerce, the shopping experience of customers has changed a lot in the past few decades, but nothing matches the degree the once-in-a-century pandemic has brought to the table. The pandemic has not only changed What People buy but also Why and How they Buy. At the same...
“We are replacing human interaction with our AI-based product. This is working out really well, I am now considering more improvements. Do you have any suggestions?” Sagar, the CEO of a Start-up started the conversation during our brainstorming session. “Sagar, in personal and social interactions emotional intelligence plays a key role. Have you considered adding some grace to the conversations?” “Emotional intelligence in the product? What...
Continued from last week... “You will be your best self when you take time to understand what you really need, feel and want.” - Deborah Day There is always a struggle between what you #need and what you #want. Should I go for what I need? Or go for what I want? Difficult to decide, isn’t it? I tried to ask many people for advice and...
“Your selection of things is mostly the reflection of your thoughts, inner feelings, and character.” ? Ehsan Sehgal The continuous bombardment of information, meaningful or not, has complicated our life beyond imagination. In general having more choices for selection, will be considered as a positive thing, having a lot of choices, without having the tools to select the best is a...
Any meeting has three types of participants, those who talk, those who listen, and those who don’t do anything. Ideally, any meeting should have only two persons in it. Every extra person present is a loss of productivity. Though a lot has been written about conducting meetings efficiently, it becomes difficult to practice, particularly when all the participants are not in one...
