Archive for the ‘Management’ Category

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

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.

Let Them Make Mistakes

Date Sunday, 7 February 2010  Posted in Category Management  Tags , ,   Comment No Comments »

“A boss fixes blame, a manager fixes mistakes.”

There is an old Chinese saying that goes something like this: ‘Tell me and I will remember for an hour; show me and I will remember for a day; but let let me do it and I will remember for ever.’ Fair enough.

And if you are going to let people do it then they are going to do it badly at first. They are going to make mistakes. And you are going to let them.

If you are a parent you know the agonizing thing you go thought with a two-year-old who insists they can pour their own drink and then proceeds to spill most of it on the table. You sand by with a cloth behind your back because you know that:

Let them make mistake

– they are going to spill it
– it is you who going to have to mop it up
– the spilling process is important and you have to let them do it and they will progress to not spilling but only once they have got the spilling our of the way first.

As a parent you do that wonderful hovering things, ready to grab the juice if it is going to spill too much, or grab the sup it is going over, or even grab the child if it is going to fall off the chair due to such intense concentration.

I am not saying members of your team are like small children. Well, I am actually but do not tell them – but it is imperative you learn to let them do the spilling if they are to progress, Make sure you have your cloth behind your back ready to mop up after them.

And after each spilling you do not tell them off. Instead, you offer praise – ‘Well done, brilliant job, incredible progress’. Try not to let them see the cloth or the mopping up.

This is the way I grow my children and my team members – let them learn from the mistake.