Showing posts with label news. Show all posts
Showing posts with label news. Show all posts

Highlights of Jeff Bezos buying The Washington Post

JeffBezos-WashingtonPost
(Photo courtesy CNNMoney)

The news world is abuzz with news & conversations about the Jeff Bezos buying The Washington Post. Here are a few points in the announcements that caught my attention:

  • Bezos’ first communication to The Post'’s employees elaborated clearly where the priority lies – the customer.
    • The paper’s duty will remain to its readers and not to the private interests of its owners.
    • We will need to invent, which means we will need to experiment. Our touchstone will be readers, understanding what they care about – government, local leaders, restaurant openings, scout troops, businesses, charities, governors, sports – and working backwards from there.
  • How often do we get to hear about an individual’s decency as a deciding factor in world of mergers & acquisitions? In the case of Jeff Bezos, it seems quite often.
    • From Donald Graham’s statement: "Jeff Bezos’ proven technology and business genius, his long-term approach and his personal decency make him a uniquely good new owner for The Post."
  • As seen in earlier cases earlier (like when Zappos was acquired by Amazon), values finds multiple mentions in Bezos’ communication.
    • When a single family owns a company for many decades, and when that family acts for all those decades in good faith, in a principled manner, in good times and in rough times, as stewards of important values – when that family has done such a good job – it is only natural to worry about change.
    • The values of The Post do not need changing.

It will indeed be interesting to see how Bezos will try & innovate The Post out of its financial misery. What kind of innovations will we get to see in the world of news publishing? After the medium, is it now the turn of the content to play a role in Bezos’ & Amazon’s vision?

Customer Service Champs

I finally got up to reading the BusinessWeek 2010 listing of customer service champs. LLBean (retailer), USAA (financial services & insurance), Apple (cool gadgets), Four Seasons (hotels) & Publix (retailer) share the spoils at the top of the table. 

Some snippets that caught my fancy amongst the leading customer service champs are :

  • Four Seasons Hotel – to beat the recession blues, Four Seasons got human resource managers to take on additional responsibility of manning spa desk. Both roles are about keeping customers happy – one is internal while the other is external.
  • Lexus – not only allows its customers to book service schedule online, but also allows them to pick the service representative they trust. 
  • Jaguar – is at #16 position. Apparently the exemplary customer service (especially during the sales cycle) remains the same even after the Tata take over.
  • American Express - New training programs rolled out in 2009 switched from 70% technical know-how to 70% soft-skills teaching to help agents better relate to customers.
  • Dell – is braving its way through social media (has had its share of customer ranting on Dell customer blogs)  & making the best of getting closer to customers. From a social media perspective, this is working as per plan – Dell is creating & sponsoring a platform for its customers to vent.
  • Southwest – has a “senior manager of proactive customer service”!

Amazon & Zappos on the same tree!

Jeff Bezos mentions in his video that he "gets all weak kneed" with customer obsessed company. Well, I am a sucker too for businesses & business cultures that make customer the focus of their existence. And its great to hear that two of these exemplary companies - Amazon & Zappos - are coming together (link to the news).


In announcing the coming together of these brands, Bezos mentions a short but complete list of his business principles.

  • Obsess Over Customers
  • Invent
  • Think Long Term
    Its always Day 1!

Tony Hsieh (CEO - Zappos.com)takes a typical Zappos fun way to announce the news to Zappos employees.

"Zappos' customer service obsession reinforces Amazon’s mission to be the earth's most customer-centric company."

Update: Check out the sequence of Tony's tweets leading up to the announcement of the acquisition. Interesting.

  • Big day! Email I just sent to Zappos employees today about the Amazon acquisition - http://blogs.zappos.com/ceoletter from web
  • "Change is the law of life. And those who look only to the past or present are certain to miss the future." -JFK from web
  • "Some see things as they are and ask why. Others dream things that never were and ask why not." -George Bernard Shaw from web

The Ultimate Question - NPS

A few months ago I started off on a NPS adoption journey. All though I have gone through some of the continual negative press on the topic, I have not heard or read anything compelling enough to drag me away from the simplicity & basic idea of NP. 

We have started really small & getting together the mechanism to capture responses to the NPS query. 

Some questions that I am searching answers for are :
  • What does one do with the NPS score?
  • How can NPS help develop & sustain a customer centric culture?
  • What have been the past experiences (anything specific?) of NPS implementations in B2B situations?
  • What have been the main grouses against NPS?
-----------------------------------------------------------------

From the Blogosphere

Today, hundreds of companies around the world have subscribed to the Net Promoter philosophy. But many of them still don't understand the true meaning of NPS and what Reichheld meant the question to become: an organizational discipline that transforms your business around the customers.
....
Reicheld admitted that companies cannot be driven by scores; it's what they do with the scores that matter most and getting the people in the organization to treat customers the way they'd want to be treated.
....
Until companies can move beyond getting their organizations to reach high Net Promoter scores, and help their CFOs to understand how to quantify and increase the number of promoters, then they won't find success with NPS.

Read the complete article at Think Customers: 1to1 Blog

Training - Customer Service Excellence

One of the objectives of this blog is to share with all any useful new on the subject of customer strategy. Accordingly, am posting this mail I came across of a training being held across multiple cities in India.

I have no idea on how the program is & I am not recommending the same. Anyone who has attended this or know of anyone who has attended these sessions, please share your thoughts on the same.


==========================================================
iamregnew@gmail.com
iamregistrations@vsnl.net
==========================================================

#1 Novartis initiates customer centricity initiative

Bloggers & pundits alike are saying that the tough economic situation would prompt many companies to get onto the customer focus bandwagon. True to their words, Novartis has announced its restructuring plan to implement many initiatives - Customer Centricity being one of them. 


  • to implement a new regional US business model that will better address customer needs and differences in local market dynamics. 
  • is designed to be more effective at driving sales growth by better meeting the diverse needs of multiple customers as well as a more efficient deployment of resources

Partnering vs signing deals

From an Ericsson, Nokia or IBM's perspective, this is a fantastic way to commercially partner with customers than just sign multi-million dollar deals.
With the $ spent coming under pressure due to macro economic considerations, this would be a interesting way for service providers to increase their customer base.

*********************

"In keeping with that underlying philosophy, Bharti Airtel in 2003 signed outsourcing contracts with telecom vendors Telefon AB LM Ericsson and Nokia Oyj as also computer and software service provider International Business Machines Corp., or IBM.

The contracts, which transferred the costs of phone and computer networks to these firms, focused on cutting down costs while at the same time throwing in incentives for better utilization of the infrastructure.Ericsson and Nokia would get a base payment that would be linked to the voice traffic carried by the base stations and exchanges which are the core of a phone network, and would be a paid a pay-per-use incremental charge on that. “This way, there was both an incentive to perform better and a disincentive (that helps) to keep costs down,” chairman Mittal told Mint last year, reviewing the outsourcing deal for Mint. Besides, he had said, “there was no way we would have been able to add 20,000 towers a year (in fiscal 2007) if (we) were doing it ourself”.

An almost similar deal was forged with IBM, which received payments as a percentage of Bharti Airtel’s revenues. The arrangement, according to insiders, has sparkled for IBM — netting it revenues of some $2 billion to date. “Bharti is the most convincing case study (Sam Palmisano) can present to the world,” Mittal said earlier last year, referring to IBM’s chief executive. The vendor has since signed similar deals with India’s Idea Cellular Ltd and Vodafone Essar."

Source: http://www.livemint.com/2008/05/07235634/Sweat-the-buck-more-is-Bharti.html

BW Customer Service Champs

Business Week has recently released its annual list of customer service champions.
Some of my notes & observations -
  • The list is dominated by car manufacturers & hotels.
  • When anyone mentions car rentals - Hertz is the first name that comes to most people's minds. But Enterprise seems to be ahead in quite a few lists - including this one.
  • Some adopted tips & tricks - 24 hour service chat on the web; freebies - especially car servicing; happy employees leading to superior service; focus on customer's overall experience; involvement of the top execs; etc.

Even Goliath embraces customer centricity

In this CNET article, Tom Krazit explains how Intel is turning a new page (a page out of its competitors strategy book) & becoming more customer centric. Even the behemoth recognizes the need to be customer centric.

You would think Intel with its market share & clout can push its way through. Pushing did work for a while, but then things changed - competitively & in their customers' markets. Intel is now going out of its way to understand how it can help its customers win by differentiating themselves.

It becomes interesting when you realize that the PC manufacturers are all trying to differentiate themselves using the same chip maker - Intel. What a position to be in - partneirng with all players in the PC market & helping them all compete against one another - whichever PC maker wins, Intel always wins.