Make a difference

The Science of Persuasion: Why You Need to Build This Muscle. Do this simple exercise to kickstart this journey.

Posted by Haja in Personal Effectiveness

It does not matter who you are, what you do, and the kind of impact you have. There is always a scope to improve, and this is one area that is really, really required by all of us. The Art of Persuasion can make a big difference to how well you do in every aspect of your life.

We need to improve on this definitely:)

Here are the key summary points –

Science of Persuasion: Over 60 years of research into the factors that lead us to agree with others’ requests have identified a science to persuasion, which includes six key shortcuts: Reciprocity, Scarcity, Authority, Consistency, Liking, and Consensus.
Reciprocity: People feel obligated to return favours or gestures. An example is the increased tipping in restaurants when waiters give mints to customers; this illustrates how the principle of giving first and providing personalised, unexpected gifts can enhance persuasion.
Scarcity: The desire for scarce resources. The increased demand for British Airways’ Concorde flights following their discontinuation announcement serves as evidence that emphasizing what is special and what might disappear can increase persuasion.
Authority: People follow credible, knowledgeable experts. For instance, physiotherapists displaying their diplomas, or real estate agents introduced with their credentials, show how signalling expertise before making a request increases compliance.
Consistency: People want to be consistent with past actions or commitments. Studies show that small initial commitments can lead to larger ones, like homeowners displaying a small sign leading to a willingness to put up a larger one later.
Liking: People agree with those they like, influenced by similarities, compliments, and cooperative goals. This is shown in studies where negotiators who share personal information before discussing business achieve better outcomes.
Consensus: People look to others’ actions to guide their own, especially when uncertain. Examples include hotel guests reusing towels more when informed that most others do too, demonstrating the power of pointing to what others are doing to persuade.

Here is a simple exercise for you to do when you are trying to build an engagement with someone—your client, your vendors, or your manager.

Key Point	Your Action Items
Give first, personalize, and surprise. (Reciprocity)
Highlight uniqueness and what can be lost. (Scarcity)
Show credibility before making a request. (Authority)
Seek small initial commitments. (Consistency)
Find commonalities and give genuine compliments. (Liking)
Show what others are doing, especially similar people. (Consensus)

Mar.11

Adding VALUE in every engagement you have drives customer delight

Posted by Haja 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.

Feb.06

Embrace Life’s Full Spectrum: How to Live Wide, Not Just Long”

Posted by Haja in Attitude, Motivation, Personal Brand

The quote by Dianne Ackerman beautifully encapsulates the desire to live a full and rich life, not just a long one. And got me thinking if I am really doing things which gives me a bit more depth. Here are three ways by which you could start expanding your life to make it fuller and richer:

1. Seek Variety: Life is a rich mix of experiences, so dip into as many different activities both professional and personal, as you can. Put up your hand for completely new rules, which no one else wants to pick up, try new hobbies, travel to unfamiliar places, and taste foods from different cultures. Each new experience adds a thread to the weave of your life.

2. Cultivate Relationships: The people we meet and the relationships we nurture add depth and color to our existence. Invest time in family, friends, and meeting new people. The shared experiences and memories are the milestones of a life well-lived. Start living your life by giving rather than taking. You’ll be amazed at how many doors open because of that single behaviour.

3. Learn Continuously: Knowledge and skills are the expansion packs of life. Never stop learning, whether it’s through books, courses, or simply by being curious about the world around you. Learning keeps the mind broad and open to new possibilities.

Jan.25

Attach yourself to a mission.

Posted by Haja in Management, Motivation, Personal Brand, Personal Branding

Dec.17

Why a Career Portfolio matters and how to build one

Posted by Haja in Attitude, Motivation, Personal Brand, Personal Effectiveness

The future of employment will evolve rapidly. And I believe many of us are not ready. We are still working on the 1980’s and early 2000’s view of a career path that allows us to go deep in what we do. Companies are not rewarding all employees who know only one thing. They are looking for people who bring different skillsets to the role and know how to innovate based on this background.

It is time to start reviewing and reimagining your resume and how you are looking into the future.

It is time to reinvent yourself. It is never too late.

Remember-

Own Your Career Path: Emphasize self-ownership in your career rather than reliance on your company.
Value Diverse Experiences: Focus on gathering a variety of experiences rather than following a linear career progression. Proactively look for roles that are not standard but unique.
Embrace Change Regularly: Aim to step out of your comfort zone every two years for new challenges (every role should be a talking point for you and not a couple of lines in your resume).
Narrate Your Journey: Be a passionate storyteller of your career, weaving your experiences into a cohesive narrative.
Utilize social platforms: Effectively share and connect your career story on social media for greater impact. Look at LinkedIn, X (Twitter), Other sites similar to this that will allow you to build your brand.

Dec.17