Alternate reality of your business – is it aligned?
Recently, I facilitated a highly interactive, fun, joyous workshop for 70 people as part of a corporate Core Values Initiative. We sang, did skits, danced (even a conga line) all whilst doing some very serious and important work. It was a highly productive day with participants leaving on a high, committed and ready to take on the task of transformation.
The following week, we had to deliver the same workshop ONLINE to participants in 6 different countries. My client specifically requested that we create the same experience for the online participants. That’s a tall order – but I said “YES!” and then got to work to make it happen. With much brainstorming with my team and attention to detail in terms of delivering content and a great experience, we created a space where participants interacted, collaborated, played games – even danced (but haven’t yet figured out how to do an online conga line – next workshop). And these participants also did the work. Indeed, the ratings for the online workshop were actually higher than for the face-to-face!
It got me thinking about this space that we call “virtual”. More and more it is becoming very real. www.statista.com reports: “In 2016, global B2C e-commerce sales are expected to reach 1.92 trillion U.S. dollars.” And further “In 2013, B2C e-commerce accounted for 0.92 percent of the global GDP. This share is projected to reach 1.61 percent in 2018”. Currently it’s a “small” share of commerce, but growing exponentially. The winners in this space will be those who view virtual not as an add-on, but as a space where customers must feel as valued and cared for as in the bricks and mortar space.
What are your customers’ virtual experiences? Can they do business with you – find information, place orders, get service delivered – with ease, grace and joy? Is your Customer Value Proposition actually delivered as you promise in this virtual space that is now very real?
TAKE ONE ACTION
Be a mystery shopper on your own website. How does it compare to the face-to-face customer experience, not in terms of what you do, but how your customers feel?
INTERESTING LINKS
Many leaders say they want an innovative culture. This means recognizing that innovation can come from ANYONE in the organization. Indeed, in my experience, it often comes from those closer to the customer and further from the management suite. In this article, Gary Hamel, author of “What Matters Now” and many other bestsellers, presents 6 rules for unleashing the innovative potential of your team members. Can you handle it?
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And to get your own innovative juices flowing, here’s a list of world-changing ideas for 2015. The first one? “Can Treating Low-Wage Workers Well Become The Hot New Business Strategy?” YES, I say, but there’s nothing “hot new” about that – many wonderful, caring leaders that I know are already doing it and reaping success.
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And back to my own Achilles Heel – procrastination. One day I will beat it. Or just learn to live in harmony with it.
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