Showing posts with label experiences. Show all posts
Showing posts with label experiences. Show all posts

Tuesday, September 25, 2012

Drawing From Your Experiences


What does it mean when somebody says ‘learn from experience’ or ‘sharing your experience’?

Learning from your experience builds awareness, introspection, and wisdom. If we make an active and concerted effort to reflect on what when right or wrong, we may benefit when something similar occurs in our future. Otherwise, we haven’t really learnt the lessons from our failures or non-starters.

You can extract the abstracts (i.e. lessons) by constructing a framework of success. Find out what works, and test it out in your existing model of effectiveness. Even in intangible things, we can mine them for their relevance. Our abstracts can matter more than pure wealth. That is why many of us pursue our sporting passions and enjoy our sense of achievement and fulfillment. Each celebration, achieved goal, milestone, and award received raises our sense of personal importance, confidence and self-esteem. These abstractions do matter or else they become pointless.

Leadership Lessons: How can you share somebody’s experiences? Unless you were involved in a similar or the same experience, it is still subjective. If we are not careful, we may end up speaking in clichés – like spouting out-dated idioms and proverbs. When adopting best-in-class practices, do that which has worked and continues to work well. As long as you continue to benefit from a process, keep doing more of it until diminishing returns set in.

Friday, November 26, 2010

Your Customers’ Experiences Matter

‘The customer can fire anybody, including me.’ ~ SAM WALTON, Founder, Wal-Mart.

Upset a customer, and you lose a customer. Upset many customers, and risk losing your business.

Read about Virgin Group’s Sir Richard Branson blog about customer service here. By the way, the 60-year-old Chairman ran his first marathon this year in 5:02, mentored and accompanied by world-record holder, Tegla LaRoupe.
Internal customers are your colleagues. Your infernal customers can also be your colleagues. Most staff are skillful at playing dysfunctional dynamics – Blamer, Victim and Rescuers – the basis of office politics. This is an annoying and vicious cycle that propagates and perpetrates unhealthy propositions, wasteful energies, and negative emotional responses. These downfallen relationships sap us of our earthy goodness and humanity.

In the past year, you read it here about Branded Customer Experiences (BCE), a term suggested by Reeves Lim Leong of INGENS. About 16 years ago, Gary Yardley and Jan Kelly (co-creators of the Experience Orientated Management technology) predicted that in the future three things will truly matter: Relationships, Potential and Experiences. This also strongly applies to managers who wish to lead into a future of successful business, loyalty at work, and worthwhile employee experiences.

Consumer experiences matter, or they will continue to consider shopping online. We know who we are! Retailers should awake from the slumber of the last decade and focus on the sunrise of the next decade. This also applies to educational institutions, banking institutions, event organizers, hospitality, and airlines. With the capabilities afforded by Social Media 2.0 and Personal Branding, both positive and negative word-of-mouth influence can impact your fanciest, cleverest, copy-written advertisement. Give it time – you will be revealed!

Do your customers return to your bicycle shop to hang out because they enjoy the atmosphere?
Do you respond to online feedback and change the format of your races?
Do you consider a wider demographic that is more family-friendly?
Is your special deal really ‘special’ or a ploy?
Do the students you coach stay as students, and extend their invitation to their friends?
Does your recommendation and critique hold weight, or it is just a superficial judgement?
Are you representing your brands well?
Do your best staff stay?

Caveat emptor! Do more good. Be better!

Photo-credit: Richard Branson, courtesy of Virgin.com

Friday, November 20, 2009

Doing That Ritual Thing

I was reading Reeves Leong's blog, and his latest post triggered this barrage of thoughts. He described how rituals create a sense of brand loyalty with products and services.

The traditional meaning of rituals include behaviors and practices that support the religious, spiritual and customary. Birth, life and death involve rituals. Think of christening of a baby, wedding, birthdays, anniversaries, convocation, meals, and celebrations - these have distinct rituals built into the event or occasion. Do you toss salt over your shoulder when you cook? Do you have your daily cuppa? Is reading e-mails the first major thing you do each morning?

What are the daily rituals that we do that lead others through the day? Which rituals can we engage others in so that they have a day worth remembering and reflecting on?

Greet somebody. Show your respect and recognition for them. Call a friend on the telephone (or Skype) and remake that connection. Invite and treat a colleague to lunch. Shop for a gift for somebody that you care for. Ask for permission before you use somebody's office stationery. Fill a guest's glass when it is near empty. Offer your guests a cup of tea or coffee. Stand up when your client enters the meeting room. Open the door, and hold it for others to pass.

Rituals build relationships, enhances our interactions with others, and build experiences of worth for others to endear ourselves to. Lead with your behaviors, and respect for other people's rituals.