Archived entries for Onion Insights

Lead by example

Credibility is one of the hardest virtues to retain. Nothing sustains credibility more than leading by example. It is common sense… do what you want others to do, behave as you want others to behave. We have learnt it as children and it applies to every sphere of our lives. Business is no different. Actually it is even more apparent in business for there are more people watching you here.

Leading by example is the easiest way to get people to respect and accept your views. It is the best motivational tool too. Think of the many incidents you may have heard… of bosses who talk of cutting costs while refurbishing their cabins with expensive upholstery; leaders who talk of accountability but take home bonuses while declaring losses. There are more than enough examples of what not to do. The important thing is to learn from them.

Honesty is the best policy while leading. If your team sees your commitment to your opinions, then they will follow suit. Mr. Narayan Murthy and Mr. Ratan Tata are some of the leaders who are recognized for their ability to lead and inspire. In order to inspire they just do one thing over and over again… they lead with honesty and that sets an example. They inspire because they show integrity and responsibility.

Leading by example also means taking responsibility for your actions. Once a leader shows that he/she is responsible it sends a clear message to the team about working responsibly towards their goals. Leading without paying attention to your actions is as inept as giving direction to the wind-nobody will follow.

This month… Lead by example, the rest will follow.

Hello 2013

A new year always brings an opportunity for a fresh start. At Onion Insights, we have started this year by signing on as the Brand Showcase Partner for the Retail Leadership Summit (RLS) 2013. RLS 2013 will bring the thinkers and doers of the Indian Retail space on one platform. This is a part of our on-going support to the Retail Industry by sharing original ideas and practices on how Retailers can better their Customer’s Experience.

Another new start will be with our blog. We will be updating our blog more frequently than before by sharing our thoughts, pen our opinions and get your views – starting now. Of course, the core would revolve around Customer Experience.

This year our calendar too reflects on fresh starts. It focuses on 12 ways to refine and re-define your customer’s experience – one for every month. Overcoming challenges with innovation is what good business is all about and we hope that our 12 steps will help you provide a quality experience to your customers while boosting your bottom line. Here is a brief synopsis of the steps:

Step 1: Lead by example – Actions speak loudly. Make sure your actions reflect your views.
Step 2: Involve Your Customers – Ask the people to whom it matters to make your business matter.
Step 3: Engage Your Team – Involving people more means less contradictions to your views (devious isn’t it?!)
Step 4: Set Expectations – Written words create belief, and belief creates the product. Write. Believe. Act.
Step 5: Solicit Feedback – Ask and then ask again. Nicely.
Step 6: Be Customer Focussed – Processes, policies and thoughts should focus on customers. Tunnel vision helps.
Step 7: Provide Tools – Use technology. But don’t forget the Emotional Quotient.
Step 8: Empower Your Team – A “Yes, I can help” fixes customer complaints faster than “I will ask if I can…”.
Step 9: Measure What You Want Done – Galileo Galilei said, “Measure what can be measured, and make measurable what cannot be measured.” It still works.
Step 10: Recognize Performance – Never forget praise, and make it loud!
Step 11: Say Thank You – To everyone you can think of!
Step 12: Have Fun – Smile, enjoy and spread the cheer… it brightens faces and workplaces!

As a special offering to all our readers, we have made our calendar images available to everyone in the form of wall papers for your deskptops, laptops, smart phones. Below are the links provided for the downloads!

Signing off and hope we have been able to kickstart 2013 on a colourful note for you! Happy New Year!

Check your screen resolution and click on the link to download wallpapers for each month.

1. Standard Square Monitor Wallpapers – Resolution 1024x 768
2. 13inch Macbook Pro – Resolution 1280 x 800
3. 15inch Standard LCD Square Monitors – Resolution 1280 x 1024
4. 11inch Macbook Air – Resolution 1366 x 768
5. 13inch Macbook Air / 15inch Macbook Pro – Resolution 1440 x 900
6. 20inch+ Widescreen Monitors – Resolution 1600 x 900
7. 21.5inch iMac / Full HD 1080p – Resolution 1920 x 1080
8. 15inch Macbrook Pro with Retina Display – 2880 x 1800
9. BlackBerry Curve
10. BlackBerry Torch Slider
11. BlackBerry Bold
12. iPad 2 / iPad Mini
13. iPad with Retina Display
14. iPhone 4S / iPhone 4 / iPod Touch 4th Gen
15. iPhone 5 / iPod Touch 5th Gen
16. Samsung Galaxy S3 / Galaxy Note 2

The Power of Mystery Shopping

The presentation made for the OI-RAI workshop – ‘The Power of Mystery Shopping’ conducted by Ms. Bhairavi Sagar, Director of Onion Insights Pvt. Ltd. The workshop was conducted on 30th October 2012 in Mumbai.

What Business Customers Are Looking For From
Customer Service Of Business Websites

Your Customer Service Is a Unique Strength as you control this one hundred percent. Here are just some of the things your customer is looking for:

• Comprehensive service. Customers will appreciate a smooth, seamless process for addressing their needs as for example going back to the initial autoresponder, if your resolution process is for them to fill out a contact form, one way to provide comprehensive service and a “Golden Rule” experience is to set up an autoresponder acknowledging their communication and letting them know how they will be contacted.

If there are several steps needed to take care of their concerns, keep them in the loop – update them so they know you are working on the issue and progress is being made. By updating them, you are letting them know they are important to you.

• Trustworthy service is essential to retaining customers. Promising a customer anything and delivering nothing is the surest way to not only lose a customer, it will get “word of mouth” bad press.

• Courteous service. When you’re running an internet based business coutesy is essential for success. Those companies which make a personal connection, both through their marketing but also their customer service, will still be around ten or twenty years from now. The customer demands more.

• Honest service. You must keep your promise. If you make a claim, you must be able to back it up. Overblown hypey claims will serve to discredit you, unless you can back them up and demonstrate to your customers that they are receiving the benefits you promised.

• Pro-active service. Anticipate your customer’s needs before they happen. Give people an answer right away and provide them with a resolution.

Of course, if you state you’ll respond in 24-48 hrs, you have to follow through on that resolution as well and actually contact them within your specified time frame.

Anticipate the needs of your customers and follow through. Don’t wait for the customer to ask you what you are willing to do – anticipate the question and answer it before they can ask. Customers want you to take the lead – acknowledge their unhappiness, offer a solution or solutions and explain to them how you are going to follow through.

Source: Home Based Business

Image Credit: IMSI Design

Workshop on Operational Excellence in
Mystery Shopping

The Mystery Shopping Providers Association (MSPA) is happy to announce a Full Day Workshop being organized in J.W.MARRIOTT, Mumbai , India on 20th September, 2011. The workshop will focus on “OPERATIONAL EXCELLENCE IN MYSTERY SHOPPING” and will be hosted by Aftab Anwar, Chairman of the MSPA Global Board, CEO of Startex Marketing Pakistan and Steven Di Pietro, Vice Chairman of the MSPA Global Board, CEO of Service Integrity Mystery Shopping – Australia & New Zealand.

This is the first-ever workshop being held in India by Mystery Shopping Providers Association Asia Pacific-Chapter (MSPA AP).

Click here to download the brochure providing details of the workshop and the registration form for participating in the workshop. Kindly complete and send the registration forms for the nominated participants from your organization to us at the earliest. We strongly urge you to make the best of this opportunity by nominating maximum people from your company as this workshop is packed with sessions that can boost your business.

Look forward to your participation and see you in Mumbai.

Contact Anu Mehta: mspa-ap@mysteryshop.org
or
Venessa Di Olliveira: +91 (22) 6554 1001

MSPA Asia Pacific Website

RSVP for this Workshop Click Here

Follow MSPA-AP on Twitter
MSPA Facebook Fan Page



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