Tag: customer experience

Damages

FabrizioLeave a comment

Scoring a point, winning an argument, having it your way.

They might all seem like great things, except the damages they make are often greater than the satisfaction they bring.

If you find this difficult to grasp, think back at the last time you failed to score a point, you lost an argument, you did not have it your way.

What you felt back then is the same your counterpart is feeling today. And you know for a fact, it is not a feeling that it is easy to shake off, not a sentiment on which it is possible to build a strong relationship.

And so I guess the question would be: is it worth it?

What might be

FabrizioLeave a comment

If you only look at what was and what is to shape what might be, things are going to be extremely difficult.

At any point in time, the market is cluttered. It is challenging to compete with incumbents, new players, alternatives, and outsiders. If you want to excel, it is going to be an uphill battle, on many fronts, and more often than we care to admit we do not have a good enough product or service to win this.

If we take a look at the future from any point in time, instead, a wealth of possibilities open up. Among those is the market that is not cluttered now, but will be soon enough.

That is where you want to be.

Better questions

FabrizioLeave a comment

Are you good?

and

Can you tell me of a time you have been good?

are clearly two very different questions.

The first one is instinctive, of course I am good. The second one activates the slow part of the brain, the reflective part, and is way more difficult to lie to.

Behavioral questions like the second one can go a long way when you are trying to figure out something in a context that easily hides facts (perhaps for totally legitimate reasons). Getting used to asking better questions is a sure way to avoid disappointment later on. And to get better answers.

Tell me about the last time you have acted as a team player.

What is an example of a thing that makes this a great place to work?

Can you tell me of the last time you used our product, what have you done with it?

How often do people in your team get promoted?

Choice

FabrizioLeave a comment

When you have the choice, when no one is watching, do you choose the product or service you are trying to sell, or one of the alternatives?

This might seem like an unnecessary question, yet honest answers could surprise, particularly when digging into the various uses a product or service is supposed to have. At the very least, it is a good way to set expectations on what can be achieved.

Bold models

FabrizioLeave a comment

The great thing about shipping content that matters to your own audience is that you can let them choose how much they are willing to pay for it. And in average, you will get a fair compensation.

Business models have been turned upside down in a world where everybody is a content creator. There is no reason to stick to what was working years ago or is working now for organisations that are different from your own.

Try something new. Be fair and bold. You will be pleasantly surprised.