Monthly Archives: February 2014

Lessons of Life

Today’s the day I enter an entirely new era of learning. Having launched my dissertation, I am confused with the person I am today. As much as introspection and reflection is to happen often, one can get carried away with life’s obligations.

I look back at the times when I was confused at the life I wanted to live, confused by the daze of youthfulness and excitement of adolescence. This was all a mirage of uncertainty and a bit of complacency. The one thing that I know that has brought me thus far, amidst all the changes and life curve balls, it was persevering. Simple perseverance.

Fastforward a few years and there are a few lessons I have learned:

1) Its okay to feel good or bad, pause for a moment and get yourself together

2) Its okay to be different, by any measure

3) Its okay to understand yourself even if others cannot

4) Its okay to want everything, reach for the stars and fight for your dreams – even if its not aligned with your employer, friends, teacher or family

5) Its okay to learn and keep learning.

I have also come to the realisation that there will always be a need to improve, a need to evolve and a need to be better. Formal or not, education is a vital element of staying young, innovative and forever growing. I am lucky to have understood this at a younger age, as I do not want to ever question what happened to my life – but rather question how I managed to make life happen like I am now.


Dream.

A life is lived out of thoughts, choices and paradigms. A journey taken as if its either the last for eternity or one that’s to never end. The conscious decisions we make shape the road we tackle, it is this that we envision as a pathway to greatness, or mere survival.

I have come to understand the role of dreams. The compliment they pay to will power and perseverance. They sometimes die and others defer, a result of life’s realities and challenges. There is no limit to what one can think of, so there should be no limit to what one can do.

If there are ten more years to your life, in this scenario what is there to do? Cry? Sit? Anticipate the date? Or rather fight and redefine the life you’re leaving behind. This is the ultimate consciousness of being. Being a professional, mother, brother or whatever other capacity you as a human are to fulfill. This is the state in which we realise that if we had as many as a thousand dreams to choose from, our nature of being human, in the end would sift through all of them till we found that which we can truly identify with.

This is the point of life, that it can be lived in as true a manner in which only you can. That it can be entrusted by God’s plan for your ‘greater tomorrow’. That it can be lived out from the dreams you rummage through each night. For if one dream is to die, you can always dream another.


Customer Experience versus Customer Service (5 of 5)

The picture pretty much sums it all up.

The fact is that Customer Experience demands more from the service provider when engaging internally and externally. It is focused on the client, your main source of revenue and the reason of an organisation’s existence. It goes beyond developing the best product in the market; it ensures that solutions are provided for everyday needs. It is the need of a customer that guarantees business, and also the experience of the customer that guarantees loyalty.

Certainly more work is needed for further understanding and adopting kaizen (continuous improvement) principles, acknowledging this is starting point for anyone focused on sustainability, competitive advantage and strategic innovation.


Customer Experience versus Customer Service (4 of 5)

I have got an issue with the word “sorry”. Often, service providers find it appropriate to apologise for their shortcomings or the disappointment of not meeting the expectations of clients. Often these expectations are created by the service providers through campaigns, other public relations initiatives and often, their own excellence at some point.

Now as a customer, it is fine and well to receive an apology for not getting my money’s worth and as a customer, this is what I expect from basic customer service standards.

My issue with this concept of sorry is that often service providers see it as sufficient enough, just to say sorry. There is no value in your service if no solution can be provided, just as is the case for exceptional circumstances.

All I ask myself is; “what must happen now?” And often, it is of no help to the situation. Corporate tend to be limited by protocol and policies that curb risk, irregularities and even improve efficiency, but there is no point for all these provisions if it inconvenience’s the customer.

For example, one bank has online banking to ease provision of services to its customers, but insists that complaints be made at one of its branches… In the day and age of social media and rapid technology I am baffled by this.

An industry peer to the same bank responds at least 4 working days after raising a query through online banking. Even worse, is the need for a client to head to a branch to authorise an investigation of fraudulent activity, leaving further funds to be stolen whilst service officers are fighting the client over processes… Where does innovation come here?

Value today, is entrenched in convenience, access and simplicity. These are the needs that Customer Experience addresses, over and above the norm with consideration of the human factor. If the Global Competitiveness Report is anything to go by, Botswana still has quite a long way to go.