Who’d have thought it – I’d keep going and get to my 3rd Podcast!
Things have slightly changed… in the way, I’ve now got a Co-Presenter! – That’s right… Kat, who’s a bit of a Tech Geek…. joins me on this episode.
Feel free to comment back to this post with comments and suggestions… and most importantly, if Kat should stay at co-Presenter!
It’s available on all your favourite podcast platorms – for example, go to Apple Podcast app, and search for ‘Think Lean Get Digital’ and you’ll see it pop up! – but to save you time, here’s the link…
So, if you follow me on twitter… you’ll have noticed, that a company has ‘fobbed’ me off recently.
Have to admit, extremely disappointed with the whole experience of their so called, ‘customer service’.
Bal, who are they?
Yep – the ones who sell GAMEs.
Bal, what happened?
Basically… we went in there for some advice. Cut the long story short… we were mis-sold an item. It was an activation code for a games console.
When I rang their customer service, and emailed them – they’ve just ‘fobbed’ me off. Nothing they can do. We can’t exchange. Nothing we can offer. The usual…
What disappoints me the most is, they didn’t even try to make it up to me.
They didn’t even ask me for the details… They didn’t even try. That’s the worse thing about it. Not. Even. Trying.
Well.. guess what, they’ve lost a customer.
Not one customer. Several customers. My family. My friends. My blog readers. And.. many more.
It did make me think about the Enterprise advert… remember this?
How should customer service be?
That’s right- the power of customer service should be turning that frown, upside down!
Make the customer happy. They parted with hard earned money… and if they’re not happy… do what you can to keep them on side.
Have them on side – they’ll part with more money.
Don’t… and guess what, you’ll lose them.
Can I be the first customer they’ve done this to? – Probably not.
So let’s look at their share price…
Well…. look at that. Like most high street stores – share price has drastically dropped from January 2015 to July 2017… then just slowly decreased to date… (today it’s at 25).
I reckon… their poor customer service must play a part in their decline. Obviously there’s other factors… but poor customer service = less customers. Simple.
Let’s be honest Bal, this isn’t really new is it? I’ve heard it before – and probably seen it on social media.
Yes, you’re right. We’ve seen robots being trialled in restaurants where they’re delivering food.
And following on from my post earlier this week – about having a lean process – and the missing piece is the robots delivering the food…. well, you would need some human intervention to ensure the customers are okay… and if there’s any problems or complaints, there’s a human on hand to deal with the situation.
Well, let’s be honest… depending on type of restaurant – you might want to talk to people! You might want to go out to a restaurant purely because of the people that work there and those that serve you! It all depends on the type of restaurant – if you want it quick, then you may not want the whole human interaction.
But this blog post isn’t about having an end to end process with no human intervention.
This blog post is about a story I came across – where it’s using folk who have limited use of their body, to command and instruct robots!
Dawn, is a cafe in Tokyo, Japan. The robots are developed by Ory, a startup that specializes in robotics for disabled people, the OriHime-D is a 120 cm (4-foot) tall robot that can be operated remotely from a paralyzed person’s home.
Even if the operator only has control of their eyes, they can command OriHime-D to move, look around, speak with people, and handle objects.
A true and inspirational marriage of technology and humanity!
Yes – it’s all about technology.
Yes – it’s all about a lean process.
However… when you inject some humanity, it all becomes emotional – and more importantly… helps to involve those, who would otherwise, would not be involved.
Don’t forget… It’s all about Process, Purpose….. and, People!
Here’s a video showing how it works… (apologies, it’s in Japanese – but just by watching it… you’ll understand!)
From a customer perspective – we want a quick and easy process. We don’t want to waste time…
From a business owner perspective – where ever we can reduce cost, and save time – it’s only a good thing!
Unfortunately, I feel we don’t do enough of this Lean Thinking.
What does that mean, Bal?
Well – look at a process, understand the steps – and have a look how we can reduce the time from the moment the customer orders to the moment we’re paid.
Take the restaurant industry…
When the opportunity came to introduce digital payments – for example, pay by card – they were able to ‘save time’ by not having to spend time to count the money at the end of the day – ensure the books balanced, etc…
It was easy for the customer. Not having to carry cash. Just tap the machine or put in your 4 digit pin and done.
There’s now – as I’ve shared previously (available at Weatherspoons and many other restaurants), where you can order and pay via the app, whilst sitting at the table! That’s right – taking the whole process and making it even more ‘leaner’ using ‘digital’.
So now you don’t need people to take payments. You don’t need people to take orders. You just need people to bring out the food – and soon, you could have a few robots do that!
I appreciate, there’s some restaurants where the whole experience is based on the people working there… but then there’s times, where you just want to go in… order…. eat…. pay….. and go!
All industries should be doing this. Not ordering at tables…. but looking at the process… and looking at what digital tools are available to make it more efficient! – saving money and time!
And that’s the whole point of this blog of mine… to share experiences and highlight where this could be done.
It could be in the airline industry. It could be in the motor industry. There’s so many industries that can leverage the whole ‘digital enablement’. Have you looked at the processes that surround you recently?… not sure where or how to start?
I’ve been doing this blog for a while. And whilst, it’s increased in number of readers and people stopping me, and saying how they enjoy reading… there’s been a few suggestions that I should start a podcast or record some videos and put them onto YouTube.
So here you go…
That’s right folks! – My new Podcast is coming soon – so soon, that it’ll be ready for you before the year end!!!
Progress over Perfection.
It’ll be a 30minute (ish) podcast – with me talking about tech (mainly my recent blog posts, latest tech news and other items I would like to share with you) AND…. I’ll have an interview aswell! – That’s right… an interview with someone important. Someone who knows a thing or two about technology, about digital, about… thinking lean!
That’s the main structure of my podcast – me talking, a guest interview and… I feel it’s needs something else – so open for suggestions! Maybe my top 3 tech news items? Maybe my top 3 tech gadgets for the fortnight?
Frequency? – Yep… I don’t think I’ll have time to do it on a weekly basis – but will have something for evey two weeks. Fortnightly!
What about the video’s Bal?
They’re coming soon! – I’ll be filming my first video in Berlin! – this week!! And should be available before Christmas also!!
I went to Coventry University. It was a lovely place…. we had the Planet, Mr.G’s and several other night life amenities. Oh, the actual university was good also!
Times are changing. Where we had actual lectures and real lecturers and professors- that’ll soon change.
How Bal? – you’ll still need people to teach.
Indeed you will. However, do they need to be real?
Imperial College, London – are introducing ‘hologram’ lecturers.
That is correct. Lecturers teaching, whom aren’t really there!
Using the latest technology – they’ll be able to have them presented in such a way, that it looks like a real person.
Yes – you could use a webex/telepresence – but that’s just on a flat screen.
This way – it’s more interactive. It’s more real. It’s more engaging.
So the lecturer will be in New York – but teaching a class in London – with a high definition monitor in front of them so they can see the class and make eye to eye contact.
Holograms have been used before – for elections – remember when the French presidential candidate did it? – he appeared in several cities, at the same time, addressing thousands of people in the crowd… at the same time… in real time!
This new technology is slightly cheaper – easier to move around and can be set up easier than those used a few years ago.
Only a matter of time when… when we’ll see more and more holograms… than real people. Thinking about it, with some of the ‘real people’ I have to deal with recently… it might not be that bad of an idea!
Number 1 skill in life…. which can often be the hardest to do. Because giving up is easy.. letting go…thinking, ah… next time! Or I’ll leave it as it’s too difficult.
Morning folks! – Hope you had a great weekend…. and hope you have a great week ahead!! – You’re awesome!
Bal… what do you want? – you’re being nice.
I’m always nice…
Not always Bal. And what’s this ‘Sober October’ you’re talking about?
Ah… okay, I’ll be honest with you. I’m looking for you to donate some money to a Cancer Charity because I’m doing Sober October!
That’s right – nothing to do with Technology, Digital… or anything Innovation related. Nothing to do with Lean, Process or anything Data related…. but you know what, I’m going to share with you all what I’m doing this October because it’s for a great cause.
As you may know… I like the odd beer now and again, and really appreciated Jameson bottles I recieved for my birthday.
However, Macmillan Cancer Support is a great charity – and they have opportunity for folk to take part in ‘Sober October’ which means, you raise money and go Sober for the whole month of October!
As difficult as it may seem… and there were times I craved for a beer… but I’ve stayed sober. Sticking with the Coke Zero when out.
So… if you think I can do it, and would like to donate some money to charity, that helps those with cancer – which is only a good thing – then please click on the link below – (Thank you!!!!)
