Empathy Covid survival lesson from the US President-Elect: above all, have empathy. In business, that means – Respect the client. Listen to what they’re saying. Respond kindly. In the process, add value by rethinking roles & procedures at key customer touch-points, like phone calls & emails. Empathy can’t be taught or bought, but can definitely…
Tag: lesson
Moment Change at the White House – Kodak moment! Why the shutters fell on Kodak offers lessons for Covid survival: base strategy on users, not current product (film) or service (brand, distribution network). Hoping the gloomy threat will vanish? Kodak didn’t foresee digital images replacing paper prints, & memory-capture morphing into experience-sharing. React to what’s…
Lag How to reset a business or a career successfully? 1st lesson: Don’t rush; allow for lag. Configure for a safe pause. Prepare for a period of limbo. Toughen up for the restart acceleration. Do the reset in distinct stages, to help identify what’s OK, and what needs fixing. Rethinking place & purpose. Go follow…
Defray Lockdown lesson: defray cost of online delivery with higher minimum sale transaction value, or profits dip. Fees never cover the cost of pick-up & drop-off. Encourage click & collect, to avoid delivery costs. In-store shopping may be past its use-by date, but remains the most lucrative channel for stores Guessed the Word? …
Gamify Lessons & tests turned into games are more captivating & fun Our ever-evolving sense of play is a wellspring of creativity. Video games replace the spectacle of violence with the basic joy of splattering mud pies around. UK: average gamer is female, mid-40’s, highly educated. US: female gamers aged 33+ outnumber teenage boys. Play the game Guessed…