Professionalism: It’s NOT the job you DO, It’s HOW you DO the job.

Shiv Khera, the renowned author and management trainer writes about his experience in Singapore …

Few years ago in Singapore I gave a taxi driver a business card to take me to a particular address.

At the last point he circled round the building. His meter read 11$, but he took only 10.

I said Henry, your meter reads 11$ how come you are taking only 10.

He said Sir, I am a taxi driver, I am supposed to be bringing you straight to the destination. Since I did not know the last spot, I had to circle around the building. Had I brought you straight here, the meter would have read 10$.

Why should you be paying for my ignorance ?

He said Sir, legally, I can claim 11$ but Honestly and ethically I am entitled to only 10.

He further added that Singapore is a tourist destination and many people come here for three or four days. After clearing the immigrations and customs, the first experience is always with the taxi driver and if that is not good, the balance three to four days are not pleasant either.

He said Sir I am not a taxi driver, I am the Ambassador of Singapore without a diplomatic passport.

In my opinion he probably did not go to school beyond the 8th grade, but to me he was a professional. To me his behavior reflected pride in performance and character.

That day I learnt that one needs more than professional qualification to be a professional.

In one line be a “Professional with a human touch and Values ” that makes all the more difference.

Knowledge, skill, money, education, all comes later. First comes Human Values, Honesty and Integrity

Professionalism: It’s NOT the job you DO, It’s HOW you DO the job.

create an engaging customer experience by implementing a simple four-step framework.

Any organizations can create an engaging customer experience by implementing a simple four-step framework.  These four concepts can be used to engage customer in a ways that make them feel they are in an active, committed relationship with your organizations.

Convenient: this is a most basic rule of the customer engagement, When your customer want to find you, they require easy to contact  and short waiting time, and they want you to be available 24×7 through a verity of customer channels spanning  phone, self-service, email, chat, sms, or social media.

Competent: You need to ensure that you have the right resources supporting you. This means that the people interacting with customers need to have access to all necessary information regardless if the interactions are taking place on the phone, web, social media or smartphone. Because every interaction creates a lasting impression, your resource s needs to get it right the first time. In today’s world you do not get many second chances.

Personalized: Customers like to feel special, do not we all? You need to intimately know your customer the moment they contact you in the order to cater to their specific needs. To do this, you need to leverage every ounce of information you have about your customer.

Proactive: You need to immediately anticipate your customers’ needs without them having to tell you. Consider the following Scenarios: Is not it nice whenever your favorite restaurant makes recommendations based on your preference? Your customers are no difference. Your should inform them about relevant products, services or information. And every customer interaction is an opportunity to add additional value to deepen the relationship. Your customer will appreciate that you are taking the initiative.



Ten Steps for Dynamic Customer Engagement.

Before you start down the road of formulating a strategy and executing it tactically, you must stop and realize one thing “An effective dynamic customer engagement strategies start with putting the customer at the center of everything you do.”

Gain Executing Sponsorship: Executing a dynamic customer engagement strategy necessarily involves looping in countless organizations across your company, Not an easy task!!

The success of any dynamic customer engagement initiative requires executive support. Where to start? Start with your senior level executive. From there connect the dots with other senior-level managers & executive responsible for customer service and sales. Once you gain critical mass with your executive team, you will find your process become lot easier.

Ask The Tough Question: Create your own list of self-assessment criteria that spans the five dynamic customer engagement building blocks (Interactions, Resource, Infrastructure, and Process & Performance). Once you are aware of gaps and weakness, you will be in a better place to formulate a cohesive strategy and plan of attack.

Do Not forget IT: After you and your business executive formulate a dynamic customer engagement strategy, there one major item that you may have forgotten: The IT Organizations.

Although many business decision drive IT requirement, the IT organizations is required to implement any solution. Existing investments, migration plans, technology platforms, security, data management and other variable need to be taken into considerations, so engage your IT organizations early in the strategy development process.

Break down the Walls: Organizations silos create interaction challenges whenever customers’ changes interaction channels (phone, web, and mobile) because these channels are managed by different fiefdoms and may be unaware of previous conversations. Technology walls create a separate challenge as critical customer data and applications are inaccessible or present multiple views to those interactions with customers. As you built suppose for your dynamic customer engagement initiative with key executing, determine how they can help you break down these walls.

Engage the back office: whatever happens in the back office has a direct effect on the front office/contact center. If a customer request or process is broken in the back office, the contact center is the first to hear about it. The back office must be part of your dynamic customer engagement strategy. As such, every customer related work items, process or fax should be treated with the same care and urgency as an incoming call.

Invest in the web and mobile channels: Over the next few years, the web will become the primary hub through which companies interact with their customers. At the same time mobile devices will also become a primary means for the delivering a quality customer experience. The traditional phone will still retain a vital role in your customer engagement strategies but will be focused on high values conversations. Your company need to incorporate web & mobile (and traditional phone) channels into a cohesive strategies to remain competitive and relevant in a changing marketplace.

Use what you have got: Most company turn queasy whenever presented with a new business initiative. Often, there scenario create a perception where companies need to spend more money for additional technology on hardware, software and IT Resources. Today, companies can leverage many of rate existing technology investments as a part of a dynamic customer engagement initiate. Assess your existing technology environment and determine how it can support your customer engagement initiative.

Create feedback mechanism: As you engage customer you are going to learn a lot from them. You need to transform this massive mountain of customer data into actionable insights and decisions that help you continually improvement your customer engagement process while understanding what your customer s want.

Empower your resources: Resources – both human and systems – are your great asserts because they interact with your high valued Customers. As dynamic Customer Engagement Ambassadors, your resources must be always being fully leveraged, empowered, and optimized. As a result your technology infrastructure and workforce optimization technologies must all work in harmony to ensure that resources are always improving and have access to necessary data and tools.

Take Risks: It is a new initiative for most companies. What might work for one company many not work for another? However you should not be afraid to take risks and experiment to improve sales and service performance. The key is to first clearly define and understand what you are trying to accomplish and then assess measurable outcomes. No Pain, No Gain.

Get Help: If your company needs assistance, there are many qualified organizations in the market place to help you, we recommend consulting with one or many of them. They all possess different experiences, but typically share a common goal of improving the customer experience and providing insight from various industries that you can best use when formulating your strategy.