Why Customer Experience is Important?

Date Sunday, 5 February 2012  Posted in Category Management  Tags ,   Comment No Comments »

Customers/clients/consumers today don’t tolerate slipups of any kind- on quality, on availability, on anything. Perfect execution is now the price of entry. They expect more from us- and more from our products/services.

Whether we like it or not, the real growth of our business is a direct result of the quality of the experience customers have with us.  It doesn’t matter if we are in retailing, consumer products/services, business services, high-tech and industrial products.  The quality of the customer’s experience translates directly into our ability to acquire and retain customers as well as improve their profitability over time.

Some companies understand these benefits and are already using the customer experience as a differentiator.  They include many of the well known “customer experience leaders” like Amazon, REI, Disney, Amway, United Airline, IBM and DELL.

Customer Experience delivers long-tail benefit- loyalty:

– Willingness to purchase more products or services
– Likelihood to recommend the company to a friend or colleague
– Reluctance to switch business away from the company

Article for your perusal: Six Strategies to Compete in Business


Representation of the Customer Experience Cycle

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How to Plan, Conduct and Write a Performance Review

Date Monday, 9 January 2012  Posted in Category Management  Tags ,   Comment No Comments »

Undertaking formal performance appraisals is not an activity most managers relish, but it’s an important part of the job of a manager. You have an opportunity, by reviewing performance effectively, to directly and positively affect the future productivity of your employees. Conducting an effective appraisal means more than just filling out the official form your company uses, however. What goes on before you fill out the forms is critical to getting the results you’re looking for.

As part of the appraisal process in many organizations, the manager and employee have a meeting where the manager explains the appraisal process and the criteria for judging performance like leadership, knowledge of job, problem-solving, productivity, communications/interpersonal, management and personal quality etc. If the process involves goals, the manager and employee discuss and agree on what they both would like to see achieved over a certain time period (usually on annual basis) and, perhaps, the kind of resources the employee will need to succeed. If you are responsible for defining employee goals, then use the initial meeting to explain these goals by begin of the year during the performance objective setting period (and how you will work together to achieve those goals, for example training, coaching, directive and etc, if appropriate).

Throughout the year, document significant behaviors that are worthy of discussion during a performance review. Keep notes as you observe the performance of your employees. It’s simple and easy to do- far easier than writing until the end of the year and then trying to recollect what happened.

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iPad 2 Touch-screen Keyboard

Date Sunday, 3 July 2011  Posted in Category Computer Resources  Tags , , , ,   Comment No Comments »
My new challenge - feel the touch screen buttons.

My new challenge - feel the touch screen buttons.

iPad2 in gorgeous red - the smart cover + back cover case costs me more than RM400!

iPad2 in gorgeous red - the smart cover + back cover case costs me more than RM400!

My wife just got her new toy, an iPad 2. The touch-screen keyboard is the challenge thingy that I need to adapt.

I have been trained to use a typewriter and keyboard since secondary school, I can type notes without looking at the screen while in meetings.

To stay in trend and to be competent, I really need to put in effort to be more efficient in using the touch-screen technology gadget such as iPad 2 – to feel the touch screen buttons!

MacBook Air is actually my preference, at least there’s a keyboard for the old-school me.

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