Ideas

10 things we can learn from the God of Cricket (Sachin Tendulkar)

His commitment to the team and his game. His ability to remain calm, focused and fit, whichhas helped him to play more cricket than anyone else in the history of thegame. His hunger for more success, despite being the mostsuccessful cricketer in the history of the game.    His ability to unlearn old techniques and learn newones to stay relevant in the changing times. His ability to adapt to the game/situation (abilityto shift between offense/defense). His humility despite all his success, adoration andthe love of the entire nation. His continued passion for the game (which he has playedmore than anyone […]

Customer Engagement

Customer engagement at its best

Heinz has decided to launch their next ketchupproduct exclusively on their Facebook page. This product will be soldexclusively to customers through their Facebook page for about a month, postwhich it will be made available at select Walmart & Safeway outlets. This intrigued me and I started to follow thediscussions on their facebook page. They have more than 830k likes!The levelof engagement they have with their fans is also amazing. They respond to allqueries, post new competitions, ask people to post pictures, videos, storiesassociated with their ketchup and then genuinely like/comment on these posts. Organizations who want to learn how to use […]

Ideas

You are fired Mr. MP!

In the past, conducting an assembly election was a mammothtask, a logistical nightmare. So, it was a practical solution to hold electionsevery 5 years.  This provided a level of stability to the government to take along term view on all important policy decisions without having to worry aboutthe short term impact these decisions could have on the government. However, I think it is time for us to sit back and re-lookat the past and see if this model still works for us or should we re-look atthe term of office for these elected representatives. Some questions that areworth asking are: […]

Customer Engagement

Customer Engagement (delight) at its best

The facebook team of zappos.com posted on their pagethe following post: They got about more than 300 responses to thisquestion. One of the responses was the one below:  They selected this fan, called her and offered herto choose a watch from their collection and they will ship it to her mom forfree. She was totally wowed!!! The team does not stop there. They take herpermission to post their conversation as a video on their facebook page (whichshe gladly agrees to – who wouldn’t in her position ;-)) Now, there are even more people who are wowed by thevideo and here […]

Ideas

Customer Engagement – What if your customers do not engage with you?

There is a lot being said about the customer centricorganizations and how businesses can involve customers at different stages of product/servicedevelopment. There have organizations that have done this verysuccessfully and continue to engage with their customers. I did write about onesuch initiative that FM station RadioOne recently. However, what happens if your customers do notparticipate in these activities? Without their active participation, the entireprogram is designed to fail.  How does one deal with this situation? How would you deal with such a situation?