Business Optimization Expert
So I was conducting Design Thinking training, and when we were doing the Customer Personas, apparently some of the groups were creating personas of themselves as the customers being the recipients of goods or services from an upstream process.
There is a valuable lesson here that I would want to share with you.
Lean Six Sigma is sort of a misnomer. It’s a coined term, but it’s actually two entirely different things that compliment each other- Lean and Six Sigma. Allow me to explain in the most simple way I can.
Have you ever experienced being known as the only person who can get things done the right way in your job or business? And that everyone looked at you as the sole “expert” in that particular task?
I have. And back then, I thought that because I was the only one who can do it best, that I was the one who would get promoted first. Boy, was I wrong.
Continue reading “My greatest failure at being the Subject Matter 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”
Lately I noticed that after one of my talks about Automation, Agile, or Robotics, people come to me and ask how I seemed so good onstage. Then they ask me how they can conquer their fear of public speaking.
If you’re in the same boat, then I have something that might be of value to you. But first, let me ask you a question.
What goes through your mind before going onstage? Fear of making a mistake? Feeling conscious about your looks? Butterflies in your stomach? You wanna know what’s common about all those thoughts? They’re all about YOU.
Well let me ask you something my friend, why are you there in the first place?
Continue reading “How to Instantly Overcome your Fear of Public Speaking”
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”