Tuesday, July 30, 2013

What is the birthplace of creativity and innovation?

What would you answer to this question?
-       Your mind (new ideas)
-       Even some people say, that creativity is what you are born with (well, it is a learned capability)
-       Problems with existing products/services/business models
-       Trends
-       Brainstorming with friends
-       ??

Well, it is not what you might have expected. In this fascinating talk (http://www.ted.com/talks/brene_brown_on_vulnerability.html) Brene Brown stipulates that vulnerability is the birthplace of creativity, innovation and change.

That is a very interesting perspective. Therefor, I need to really connect with my feelings and emotions.
-       What touches me?
-       What hurts me?
-       What makes me happy?
-       What bothers me?
-       What fascinates me?
-       What is it that I don’t know and yet would like to know (or do)?
-       What has attracted me over my lifetime?

In order to really feel that, you have to go deep and there you will find the area, which you want to address or tackle. It is this area, which you want to improve and/or disrupt.
And that will create the compelling story of who you are and why your innovation will be a success.

Are you ready to be vulnerable, towards yourself and others?

Enthusiasm drives Excellence!

Tuesday, July 2, 2013

Please humanize your service

It is really incredible that organizations (large and small) still use their customer service department as some kind of anonymous entity. They treat it as an abstract phenomenon with no name, face and voice.

Their email is custerv@hotline@.com
. And even though some of them did sign the mail with an individual’s name, you can’t directly reply to them. If you call them, it is the general customer service number, with the (long) menu of choices, but there is no opportunity to choose to speak to Roberta, the person who had signed that mail.

Whereas on the other hand, most of us know that the best service is personal!  As a customer, I would like to mail directly with Roberta, talk directly with Roberta and even see her on the video while we speak, so I can see whether she understands my inquiry and whether she is likely to follow up.

I am pretty sure that the costs of this service will be much lower than the anonymous approach, which has a lot of bureaucracy and built-in inefficiencies. And the customers are much happier.

When will you give customer service a face?

Enthusiasm drives Excellence!