Business Optimization Expert
Have you ever worked in an organization where when leadership fails in successfully implementing certain action plans, or fails to deliver results, they put the blame on someone else?
If so, then you’re not alone. A lot of people, including myself, have experienced this. It’s the sad truth.
A religious man in my hometown has told me a story which I think is worth sharing with you…
Continue reading “You’re Doing It Wrong: Having a Scapegoat in your Business”
Do you have any fear, uncertainty, doubt, or lack of clarity about what the future if your job might look like with the coming of automation? If you do, then that’s a problem. And I’m sure you’re not alone.
What if I told you that only 3% of executives are looking into investing more money to upskill employees, like you, over then next 3 years, to be able to cope with automation – how would you feel?
Do you work in the contact centre or call center industry? Are you looking for ways and means to improve your CSAT or Customer Experience scores?
If you answered yes to any of the questions above, then this article is meant for you, as I will share with you the 4 crucial building blocks on how to improve customer satisfaction.
Hint: It’s not just about Empathy and Rapport. If you do any sort of customer service, then it is assumed that you are already doing proper Empathy and Rapport. The strategies I’m about to share with you extend beyond that.
For over 10 years, I have used these strategies with great success, regardless of whether your service center is in-house, or a BPO.
My objective in sharing this is to help make this world a better place. Imagine a world where everywhere you go or anyone you speak to, you’ll be treated with excellent customer experience.
I hope that this article would bring value to you as a reader, and that you implement some of the best practices indicated below, as applicable to your organization, so that you, your children, and the next generations can experience a world filled with great customer experience.
Continue reading “The 4 Proven Building Blocks for Best-in-Class Customer Satisfaction”
Someone asked me a great question – what’s the best way to build an audience, and where?
My thoughts… Identify your niche first, then it’s about attracting the right audience to you.
Sharing my own personal experience as an example, my expertise is in business process improvement utilizing lean six sigma and robotics process automation.
Continue reading “The Best Way to build an Audience, and Where”
The biggest and most important lesson I’ve learned from one of my first mentors is to “Look at the Business from a Bird’s-eye View.” This is perhaps the most profound lesson that I received as a young professional and I’m glad I learned it at an early stage in my career. And later on throughout my career working with highly successful leaders, I found out that they apply the exact same principle. So if we drill-down further, what does this really mean?
This is actually a CHANGE OF MINDSET. Don’t just do things the way you were told. Just because you were told to do things a certain way, doesn’t mean it’s the best way. Take a step back to understand the reason.
Ultimately, it’s not about the number of things you do or the amount of effort you spend. It’s about achieving results.
Continue reading “The Greatest Secret I have learned from working with Successful People”