Make a difference

Adding VALUE in every engagement you have drives customer delight

Posted by in Personal Brand, StartUp

I remember reading these three words in a Reader’s Digest from the 90’s (more than 30 years ago) that has stuck with me since then. It said- “3 words that changed my world”.

Make a difference.

That has governed my thinking for a long time. And today, as I engage with clients on my own, I remember those words and they are the tenets we operate in.

In the dynamic landscape of customer experience, the difference between a good business and a great one often lies in its ability to not just meet but exceed customer expectations. Creating delightful experiences is not just about forging transactions but also about making connections that resonate with customers on a personal level.

As aptly put it, “The greatest technology in the world hasn’t replaced the ultimate relationship-building tool between a customer and a business; the human touch.”

Shep Hyken

To truly elevate customer delight, consider these refined strategies:

1. Personalize Every Interaction

In a world awash with generic, automated responses or corporate-style DIY (the horrible intranet links), personalization stands out as a beacon of warmth and sincerity. Take the time to personalize your approach to how you talk to them; do small things that matter to them. Personalization shows that you see your customers as unique individuals, not just numbers on a spreadsheet.

2. Exceed Expectations with Proactive Service

Waiting for customers to reach out with problems is a reactive approach. To truly delight, be proactive. Anticipate their needs and offer solutions before they even realize they need them. Sometimes it is okay to challenge their thinking and ask them questions to make them question their own positioning. Proactive service not only solves problems but also demonstrates your commitment to their satisfaction, making your customers feel valued and understood.

3. Create a Feedback Loop and Act on It

Feedback is a gift, and acting on it closes the loop, showing customers that their opinions are not just heard but valued and implemented. Encourage feedback through various channels, and make it easy for customers to share their thoughts with you. When you make changes based on customer feedback, let them know. Taking feedback and, more importantly, acting on it (and acknowledging the change you are making) also builds trust and loyalty by showing that you are a business that listens and evolves according to the needs of its customers.

Implementing these strategies requires sincerity and a genuine desire to add value, which creates customer delight. It’s about going beyond the transactional nature of business and fostering emotional connections that leave a lasting positive impression. By personalizing interactions, exceeding expectations with proactive service, and creating a responsive feedback loop, you can transform ordinary customer interactions into memorable experiences that not only satisfy but truly enchant your customers.

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When was the last time you did something original?

Posted by in Attitude, Innovation, Personal Branding

The way the world is operating now, it’s easy to fall into routines and habits that stifle our creativity and originality—just to maintain the status quo. The number of people who are worried about their jobs does the last thing they should at these times: stay safe and avoid anything original.

Really, think about it. When was the last time you did something truly original—something that made you stand out or brought a fresh perspective to your life? If it’s been a while, it might be time to reignite that spark of creativity within you, drawing inspiration from Adam Grant’s insightful book, “Originals.”

This book is a celebration of those who dare to do things differently. It highlights the importance of originality in driving progress and innovation. Originals are the individuals who break free from the constraints of convention, pushing boundaries and reshaping our world in the process. They show us that doing something original isn’t just about being different; it’s about making a meaningful impact.

Three Suggestions to Rediscover Your Originality, inspired by “Originals”:

  1. Step Out of Your Comfort Zone: One of the recurring themes in “Originals” is the concept of stepping out of your comfort zone. To truly innovate and bring original ideas to life, we must be willing to take risks. We often stick to what we know because it feels safe and comfortable, but we should build the muscle to explore the unknown. Try something new, whether it’s a hobby, a cuisine, or a social event. Embrace the discomfort of the unfamiliar, as it can lead to incredible personal growth and originality.
  2. Embrace failure as a learning opportunity. There is no shame in failure. No one really cares. We cannot underscore the importance of embracing failure as a stepping stone to success. The fear of failure can paralyze us and prevent us from trying new things. Failure is not the end, but a valuable learning experience. Every misstep is a chance to refine your approach and grow more resilient. Don’t let the fear of making mistakes hold you back from pursuing your original ideas.
  3. Seek Inspiration from Unusual Sources: To reignite your originality, step outside your usual bubble. Read books outside your typical genre, engage in conversations with people from diverse backgrounds, or explore different cultures and their traditions. Exposure to new ideas and perspectives can ignite your creativity and inspire you to think in original ways. Talk to people you think are non-conformists!

Take a leap of faith. Step out of your comfort zone, embrace the possibility of failure, and seek inspiration from the world around you. You might be surprised at the incredible and unique contributions you can make to your own life and to the world.

Remember George Bernard Shaw’s words:

Here is to a great 2024—where you really step out and do something original! Tell me more.

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Living a purposeful life – Stories that inspire (#001)

Posted by in Attitude, Coaching, Leadership, Motivation

Story & picture taken from Twitter (X)- https://twitter.com/fopminui/status/1736157563807318119

Kenyan runner Abel Mutai was a few meters from the finish line, but got confused by the signals and stopped, thinking he had finished the race. The Spanish runner, Ivan Fernandez, was right behind him and, realising what was happening in front of him, began shouting for the Kenyan to keep running. Motai did not know Spanish and did not understand.

Fernandez pushed Mutai to victory.

One reporter asked Evan, “Why did you do this?” Evan replied, “My dream is that one day we can have the kind of community life that pushes ourselves and others to win as well.” “But why did you let the Kenyan win?” the reporter insisted. Evan replied, “I didn’t let him win; he would win. It was his race.”

The reporter insisted and asked again, “But you could have won!” Evan looked at him and replied, “But what is the merit of my victory? What is the honour of this medal? What will my mother think?”

Values ​​are passed on from generation to generation. What values ​​do we teach our children and to what extent do they inspire others to earn them? Most of us take advantage of people’s weaknesses rather than helping to strengthen them.

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3 things you should do today to become irresistible to employers

Posted by in Attitude, Career, Hiring, Leadership, Motivation, Personal Effectiveness

Posted in LinkedIn. https://www.linkedin.com/pulse/3-things-you-should-do-today-become-irresistible-haja-sheriff

standing-out

Recently, A close friend spoke to me about a job that he was pitching for. This was a fantastic opportunity for him – and I got excited with the possibility of what he could do. To get this “once in a lifetime opportunity”, he was working on a pitch that could help him “blow the CEO away”. To be fair, I did nothing more that give him some tips, but the activity opened up some interesting thoughts in my mind.

Do you realize how many people actually do things that could help them differentiate themselves from other potential candidates applying for the same job?

Very few.

This applies to people who have many years of experience. Also Senior Executives making a move to other bigger opportunities in their career. For the majority, a pitch for a new role is printing out a resume (in many cases, not required anymore because of email) and reading up on the company (briefly) before getting to the interview.

Does that make you any different from the others?

No.

Here are 3 things that are required to make your brand IRRESISTABLE.

· Research

This is simple of course. Right?

Actually no.

In today’s world, where information is available on the click of a key, it is easy to collect information on the company you are pitching for.

Which you should. No doubt.

Also research the manager you are going to meet. Find out their background. LinkedIn is a great place to do that.

But think for a minute.

How does that make you irresistible to the hiring manager?

You are now, at best, on par with some of the other candidates who would have done exactly this.

Here are some tips that make your Research on the company relevant-

o Think about what the hiring manager is actually looking for. Look through the Job Description to see what the role really requires.

o Understand the problems they face. Most probably, you cannot know the issues internally- but you can look at the problem as a customer of theirs. For example- if you are pitching for a sales job, find out how they are selling the product today. If through partners, ask for a quote, talk to a few partners and get an understanding how it is done. Find out about the experience- and share that feedback with the hiring manager- as a pitch document.

o Speak to some ex-employees (and in today’s world you are all connected to each other through LinkedIn and other social media) and understand the challenges they face. See how you could solve the problems. Think about what you would do to solve their problem.

· Create a killer Pitch

Why should a pitch be made only by Startups to VC’s?

Think of this as an opportunity to showcase your strategic thinking, your ideas, and your approach to the business opportunity. An opportunity to change the discussion from being a dull “tell me about yourself” to a discussion between equals. Talk about the challenges and opportunities you see for the business. Share candid feedback with the hiring manager on what you have heard with details of whom you spoke to. You rapidly evolve from a “potential employee” to a Consultant, a partner, who gives precious insights while explaining why you would help them in the role.

This, if done well, could differentiate you from every other person who pitches for the role.

Why? Because this is hard work- and most people don’t do it.

Remember, the pitch document need not be very accurate, because you don’t know the real story on the inside. But it showcases your enthusiasm, your strategic thinking ability & your drive to make a difference.

Key ingredients to get any job.

In an instance a few years ago, I was approached by a headhunter for a role in Apple India. Considering I had no background in Consumer Sales, I went ahead and did my research including walking into a number of Apple Stores, where I asked questions to them like a customer. I consolidated that and gave the feedback to the Apple team when I went for the interview.

Did I get the job?

No. But I went right to the end of the line and met their entire leadership team before losing out to someone from Cupertino. For someone with no consumer background- it was great- and the learning has stuck since then.

· Feedback

Ask for feedback after the discussion. It is a great closure to the interview. Most of the times, the hiring manager, would respond with some thinking on what your pitch was. It will give you some insight into his thinking, and gauge where you were right and where you could do better. Also, more importantly, it will give you an insight into the Manager’s thinking and his willingness to listen to new ideas. It also gives you the control to then decide if you want to work with that manager or not.

By doing these three steps, you assure yourself of a discussion where you are seen as being different, a great prospect, and if your pitch is perfect, the best candidate for the job.

All it takes is to spend the time & take the effort.

Do I think my friend will get his job?

Absolutely.

Why- because he has a story that is brilliant -and an attitude, that is not easy to find. He will get it because he leaves behind his pitch document with the CEO, which will remind them, just what difference he could bring. If he does not get the job, it is not from want of trying. He has learnt so much more about the company, and the business they are in- and an opportunity to perfect his approach in his next discussion.

Make an effort to make a difference. It could be all that you need to get the job you have been dreaming of.

I am happy to help if you need any inputs on this.

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12 Principles of Personal Branding

Posted by in Personal Brand, Personal Branding

Another great presentation that articulates the Steps to building a great brand. I personally liked the following principles. This is done by Robert Earl Reed.

  1. Clarity
  2. Availability/ Presence
  3. Communication Channels
  4. Quality Contributions
  5. Your brand in 5-6 words (Mine would be “Making a Difference”)
  6. Credible & Authentic
  7. Carry the torch
  8. Recognized by your peers

For a more detailed presentation visit- http://www.slideshare.net/robertearlreed/12-principles-of-personal-branding-3076208

Picture courtesy: http://johnantonios.files.wordpress.com/2010/11/personal-branding-tips.png

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