It’s a highly competitive
world out there. There is a need to differentiate yourself. A need to create
brand equity for your organization. To win markets, old and new. If ever
Charles Darwin’s theory of Survival of the Fittest was true, it’s now. But then
how must one survive? How do you make yourself or your business ‘unique’? The
answer to all these questions lies in the age-old saying, ‘Customer is the
king’. It has been and still continues to be the fundamental base on which the
empires of successful enterprises are built.
But it isn’t that easy,
mind you. The markets have become complex and so have we, the customers. Today
we are smarter, technologically more equipped, with our ever-evolving needs. From
the way we live and work to our preferences and choices, everything has
transformed significantly over the years.
Smart People. Smart
Solutions. – Our motto at HeroBPO didn’t just come from thin air. It’s a motto
we live by. This weekend I glanced upon this quote and it some how got stuck
with me. It goes like this:
"Surround yourself with smart, dedicated people
- to build something isn't a one-man show. It's more important to have smart
people who really believe in what you're doing than really experienced people
who may not share your dream." - Niklas Zennstrom
True isn’t it? In my 20+
years, I have seen changes that might astonish you, developments that would
make you sit in awe. I have learnt a lot, tried a lot of things but one thing
that I have not underestimated is the power of the customers. One can’t do this
alone. You need a team – a team of like-minded individuals. It will not be
wrong to say that the key to winning partnerships lie in the ability to
understand, customize and then service according to the consumers’ needs.
But how is this possible? To
be able to create a winning product it is crucial to catch the pulse of what
the consumer needs and what could make his or her life better, simpler. Though,
we have many tools at our disposal to generate consumer insights, it would add
a lot of value if we step out into the market, personally spend time with customers
and get insights. Once the need is understood, the next step is customization. Categorizing
customers as one homogenous lot can be useful as it helps streamline operations,
however, one can not ignore the fact that each customer and his/her requirement
is different from the other.
The question that arises is
‘How far are you willing to customize your offering?’ This flexibility has to
be built in into organizational culture. Only when you are able to customize,
you can truly deliver a superlative experience to the customer. People have
become smarter, it’s time we offer them smart solutions as well.
No comments:
Post a Comment