How to have a culture like Google

Potential nurtured is transformed, while being in the wrong role suppresses it.

The Emotional Pressure in companies kills creativity, while Purpose inspires it.
The Economic Pressure saps energy while Playfulness enhances it.

One makes it, the other breaks it.  Sounds familiar, yet distant?

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Called to Coach

I first discovered my Top5 strengths about 10 years ago when I transitioned from a sales and marketing role to a position in IT. Having much less IT experience than my colleagues, I was unsure of whether I made the right career move. To help me better understand my talents, I turned to Gallup StrengthsFinder. Discovering my strengths gave me insights into how I can bring my talents to the forefront.

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Appreciating stocks through strengths focus

Gallup Path provides a simplistic view but if we look closer it also provides common sensical view.

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Age old wisdom says engaged employees lead to engaged customers. What happens when we have engaged customers we have customers buying more services and products on which company thrives and make profits. A company which stays consistently profitable moves up their stock price.
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Learning to turn unbelievable into believable

 

When I first met Ron Kaufman customer service guru in Bangalore I was impressed by the energy he infused in the room.

Then again few months later I happen to attend Ron Kaufman’s master class on Service Leadership in J. W. Marriott, Mumbai. What enthused me was his passion for customer service and his remarkable ability to convince his audience about the power of outstanding service. Ron’s framework has what he calls – delivering ‘unbelievable’ customer service. Ron delivered his session with such unbelievable passion, energy and drive that it was natural to believe him.

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Culture eats strategy for breakfast and lunch

Peter Drucker the great management guru known to have said: “Culture eats strategy for breakfast”

Few years back when I happen to meet Curt Coffman Senior Partner and Chief Science Officer at The Coffman Organization and former Senior Vice President at Gallup, he was about to launch his new book called – ‘Culture eats strategy for lunch‘. He shared his wisdom on why companies are unable to successfully drive transformation and why leaders are unable to engage their people enough to make a difference.
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On becoming Asia’s first Certified Customer Experience Professional

I have been engaging with customers for more than 20 years and have been dedicated to deliver Wow customer experiences through amalgamation of technology, process and people power.

It’s been great innovating customer engagement approaches, leveraging technology to simplify customer’s lives, building practices   with people who get energised when they engage with their customers.
I have been walking the shop floor of my clients, whether it be a hi-tech motor bike manufacturing plant in an industrial hub or a call centre with human advisors attending to their customers in New Castle, UK. I could naturally put myself in my customer’s shoes and listen to their voices.
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Have you yet discovered full form of: C.O.A.C.H. ?

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A well-known coach was once approached by a restless youth, hungry for success.

The coach began the conversation and said to the youth, before anything I need to ask you a few questions. Youth nodded.

Coach asked : What do you want in life ?

Youth: Success !

The coach further asked the youth.
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7 power steps to transform customer experience

Two years ago I had created a 3 slide presentation on - 7 power walk steps to transform customer experience which is uploaded on Slideshare.net. Today again when I referred to the presentation every single step appeared relevant, infact more critical than before.

Developments in the customer experience space are indicating that we need to be in customer’s shoes more and more, to be able to understand their needs and deliver value.

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Managing the Employee-Customer encounter

It’s a known fact that happy employees lead to happy customers. Management gurus and industry leaders all seem to advocate this fact. Still we find very few companies living this value.

Often disgruntled employees are found delivering dis-satisfactory services to their customers across: restaurants, retail malls, airlines, etc.

There seem to be no one there keeping a tab of ongoing connection between employee feelings and its impact on customer experiences.

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Digital World needs more engaged people

IDC’s recent Experience Survey 2015 stated - the ability to link both employee and customer experiences together in order to deliver a holistic view of digital and social transformation is at the epicenter of competitive differentiation.” 

The speed of change is fast and overwhelming for the organisations and its people to cope up. The need for more engaged workforce has never been greater in the world.

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