Heightening customer experience

Every generation needs a revolution - an entrepreneurial revolution

This used to be customer service.  Then evolved into customer delight.  A step towards this was popularized by Sofitel with Plaisir  -  doing things that please the five senses -  smell, taste, hearing, touch, sight.  Total experience

Now this has evolved into upping customer experience.   All phases of customer experience with the company must be upped:    phone call, messenger, Gmail  (are they  being answered promptly and courteously)   at the bricks and mortar office.   

In a supermarket or cafe:  you are surrounded by music, well dressed employee, well arranged merchandised goods,  and an assault to your senses by newly baked bread and roasted coffee.  Who can resist that   

Malls have:   gorgeous landscaping, nice architecture,  air conditioned rooms and offices.   Art work and decor.  

Truly this must be given attention because Peter Drucker has defined business as an entity " that creates customer"   Customer care is paramount.  If you neglect customers, then very soon you can be a history.   

Mastery of opportunity

Every generation needs a revolution - an entrepreneurial revolution

An entrepreneur must master opportunity.  What is an opportunity?   It is time space where you can make:

     

      CASH

      ANDA

      PERA

      PHP

      AREP

This is now what they call as monetizing your hobbies, interest, your parssion

An entrepreneur must not be shy to make money, to desire money, to make lots of it.  If you listen to 

the saying that money is the root of evil, what does it profit a man.... Then you cant make it.

We need money to survive, to pay for our food shelter and clothing.  That is why we look for a job.  That is the ultimate goal of our studies.

While in high school, I had a hobby, and it was a losing hobby.  I took pictures of school events of weddings Of course I spent on film and developing.  I gave away most of the pictures.   My class mate urged me to collect and ask for payment and do not be shy.   When you are a mature entrepreneur, you must not be shy to raise your prices, or ask for more in a negotiation.   The one who survives on this earth is someone who can tell others what he wants.

To address OPPORTUNITY  you must:

    

      1.  Seek  -  doing a serendipity walk, look at franchies -  ie business that is dissimilar to others

      2.  Scan/screen  -  evaluating what fits your skills and interest

      3.  Seize  - writing your business plan and starting it.  Seizing the day

Its like writing:

      1.  You scan what is trending

      2.  You select articles that interest you or are related to your themes

      3.  Then you write about it.

I all ready lost my power point presentation on this topic.  I shared this with Slideshare/Linked it.  But they monetized this.

Three masteries needed to be an entrepreneur

Every generation needs a revolution - an entrepreneurial revolution

In the GSB, we were in agreement that there are three masteries that an entrepreneur to be truly one must master:

     1.  Self

     2.  Opportunities

     3.  Enterprise

It could not be pure technology mastery, or learning a trade or yema making or durian farming.   It has to start from the self.  Self improvement:   education, emotional, physical, spiritual are all part of mastery of self.  It involves development of leadership skills oral and written communication

There has to be mastery of self.  Thus Ii believe that a graduation skill of an entrepreneurship  student is the ability to write a comprehensive business plan that contains executive summary, organization, objectives,  marketing plan,  financial plan, operating plan, compliance with govt regulations, and exit strategy.  When this was no longer allowed,  I all ready wandered off to other pursuits.  

The entrepreneur must be able to spot opportunities around him.  What are the source of opportunities:   hobbies,  trends, changing customer wants and needs, and most commonly:  WHAT PISSES YOU OFF. ?

 According to Jack Ma, it is what the customer complains about.   (In your company or others.  The former head of Marriott makes sure that all complaints reaches him.   (That is what Ii try to do.  I read the FB messenger which are usually used as channels for complaints)

Not everybody can be entrepreneurs.  Not everybody can be online sellers without buyers.  Thus being entrepreneur is reserved for a selected few.  Many will try but only a few will succeed.

What do you think?