Customer Engagement

Unselling – To sell more, stop selling

Today, I read the book – “Unselling – Sell less to win more” by Peter Bourke. In the book, he argues that selling does not work anymore as people get defensive whenever someone tries to sell something to them. He also goes on to argue that the alternative is to “Unsell”.  He also provides examples of situations where you can use the concept of unselling principles. All-in-all, I think that the book is an interesting read, if only to get some interesting situational ideas. I had also written a blog post about the same concept in Dec 2010 titled – […]

Customer Engagement, Strategy

Amazon’s brilliant plan to pay you crazy money for your iPad 2

Very interesting piece on how Amazon is able to capitalize on the launch of iPad 3 by offering to buy old iPads at price more than any other vendor does.

Customer Engagement

Best Customer Service Story in the World!

[object HTMLTextAreaElement] via Best Customer Service Story in the World!. This is an interesting story of a barber who goes the extra few miles in taking care of his customer. I think there is a lesson or two for us all from this story. 1. Small acts of kindness on a daily basis are more important in keeping your customers happy, than anything else you could do. 2. Customer service does not only include doing things that your customers can see and experience. There are other things that you could do which they may not see but will affect them […]

Customer Engagement

Amidst the doom and gloom, two great customer experience stories

I think it is the simple things that organizations do that have a big impact on the customer experience. For example, having a conversation as against doing a transaction or the business ensuring that their customer is fully satisfied with the service received as against requesting for a online feedback. Hope the large businesses also understand this and incorporate such behavior by design in their processes rather than hope that the service team will take care of keeping their customers happy.

Customer Engagement

Why videos go viral

Kevin Allocca, who gets paid to watch Youtube video, in his TED talk, talks about the characteristics of videos that go viral. They are picked up by taste makers or influencers acted on by a community unexpected Interesting talk!