The Virtual Existence

Today if someone comes over to you and say that they don’t make use of social media, and does not maintain a profile on some professional network, you would not be able to hold your surprised gasp. That person would be a like a ghost for you, his physical appearance and words coming out of his mouth would not matter to you.

What is so important to have an online presence? Why is it so essential even when we have our email accounts, and cell phones? Well, for making things simpler, the world has already gone global a decade ago, and this is all part of the package.

If you wish to enter the future with your guns sticking out, then you better be prepared with an awesome presence on the internet. Otherwise, no one would know what you do and who you are? Still there are arguments that social and professional media are the waste of time, and whatever anyone says on these media does not matter much! Well, this skepticism is wrong, because there are now several stories of success and failures, creating convincing examples.

Consider yourself standing in the middle of the room and telling a story about your first day at the school. The room is empty and you can only hear yourself talking. Your projection of the story remains with you, because there is no one listening to your voice. Now imagine the same room with one of your close friends, and you are telling her the same story. The context changes as now she can hear you, and even tell your story to her friends when she meet them.

Same effects carry a stronger message when you do that with a number of people in a conference room. This is called “degrees of separation”. Ever heard the term “small world”? Yes, this is exactly what’s happening to us when we project ourselves. People talk, the word of mouth travels. It does not matter that the words are against you or in favor; you have no authority over it to stop these.

Coming to the point,

The physical existence is restrained by the physical context of this world.

Thence, the control over the environmental, social, economical and political factors applies there in. This story changes when one present herself on the internet and creates a virtual self.

Likes, retweets, shares and comments do not matter here. Once you say something online, the world will see it. It is a 6 degree of separation science that makes it so powerful. People don’t realize that at the moment of posting something online. Each time someone views, or hit a like on your update, the thing is projected with double the frequency.

But this is all on a personal context. An individual human being can just put a limited time and resources to project their presence on the internet.

What you need to consider are the existence of businesses and organizations on the online forums and what reactions can be caused by their virtual existence. The virtual existence starts with a simple domain space on the internet, and here a website is created. Once the website in uploaded, it sits silently without making any noise. In the earlier era, people used to communicate their presence via emails, and send the links to their known friends, and from there the word gets out. Now, you do it on all the social media available, plus you do it with your own physical presence.

It is a marketing game actually. You put yourself up for sale, with proper noise and people who listen to you. Facebook, twitter, LinkedIn, Instagram, and several other forums help in amplifying that sound. All leading to one place: Your website.

Both of these worlds coexist with each other. There is no denial in the existing of each, and the importance they carry for each other. The effect however differs from person to person and from business to business context.

A whole new ball game of personal and resource management applies here. The timing and the way a product is marketed, when and where it is marketed, and determining the right audience all matters the most and in a nick of time situation.

If you see how updates stack up on a social media site, you would understand the importance of how products are hammered. That is the reason that there is a special place for the “paid” contents, as these are on display at a fixed location, and people can click on these as per their choice. But if it is not a paid content, then a whole new strategy comes into play.

People now hire independent Web content developers, Search Engine Optimizers and Digital Strategists to project their voices in all the right directions. Analytic tools helps out the business in monitoring the traffic, who and where and what time is the best time to project their products.

Virtual existence is no more fundamental, it is the “Existence” of the world in a more powerful impact then physical existence can ever create.

Due to the degrees of separation, the content we share becomes far more powerful than our own words. It does not have the social, religious and linguistic barrier.

We need to realize this fast as the world progress itself to the future. The business market now resides on the virtual space and time. If we don’t utilize that space, someone else will.

What makes a delighted customer?

Suppose you run an online store which sells a mix of stuff from electronic items, toys, jewelry items, cloths, and different types of house hold items. You have been up on the web about a year now, and have generated a lot of followers on social media. You have made a quite a name for your business with your promotions and now you have expanded the business in terms of human resources. Most of these people are client care managers, who respond to different queries, either chatting or phone calls. Most of the calls are for the product enquiries, sometimes delivery issues and other times complaints.

One day, your support executive received a call from the most unexpected customer, a 6 years old boy who can read your number on the delivered package and dialed that number on his dad’s mobile phone.

He told your customer executive that the “Hot Wheelz” car set he ordered came with a different car as seen in the picture of the packing, and he would like to have that one.

Now, the situation is seemingly simple, the customer executive would tell the child to that this is a packaging mistake, and if they will make sure that this would not happen in his next order – sorry – take care – bye!

But, this one representative does something out of the ordinary. He asked the child which car was missing, and after getting the right description, he went to a toy shop, buy that toy car, and send the boy to that one. He accompanied a letter to the child;

“Dear Valued Customer,

I am so sorry that you cannot race your cars because one of your cars was missing. So I am now sending you the right one. Play and enjoy

Also, I am attaching a 500/- gift coupon with this letter, which your parents can tell you how to use on our website. Do shop with us and have a great time!

Thank you and love
A customer care executive”

What we learned from this story?

We learn that the customer can extend themselves to us with something which is not the usual sort of complaints. We also learned that beside the procedural way of handling things, which works fine and carries not harm, there are also ways which can actually retain customer with much more strengthened relationships. We also learn that a ‘Delighting the customer’ is in our hands, and the delight comes after the sale not before it.

Customers’ going beyond your delivered service and product means that they are not complaining, they are actually reaching out. They are an opportunity not a critic with a problem. All you need to know is how to handle that situation and convert them into retaining that customer for whole of their lives.

So what we need to do?

Be smart, but do it proactively:

We need to know where the ball rolls with our products. For example, we created a simple website with an extension to the mobile device, which manages the team locations and the orders they are closing. Once you know how that application works and who its users are, you would know what kind of complaints can generate from that application, and how you would cater for it.

You should know your customers, in real!

How does one do that? How can we know who our customers are? What they want? What they don’t want? This is something which gives companies the edge to move ahead. One way is to go all technical about it, use analytical tools, data hypothesis and surveys. The other one is talk to them directly. Arrange a gathering or go to a one. Project yourself, let them talk to you, about your products, about how they feel – things which make them come close to your context and domain. Once you get this idea, the other work becomes simple. That is to take them in on the basis of their own feedbacks. Provide them what they want.

Show some Gratitude

Two things where you interact with your customer, one is when they call you on the phone, and the other when they meet you personally. In either case, you need to show them the exclusiveness of gratitude. “Sir while you are waiting for your query, would you like to have some coffee or tea?” or if they are on the phone, go out of the box, and do not play that pre recorded music, talk to them, “I see you are a Banking Professional, so are you finance graduate? This question does not offend, it opens up a conversation. It provides exclusivity and closure.

What come later, matters!

Do you think sending a gift card matters? No, it does not, but it makes the customer walk into your store or visit your website once more. What matters is the message that showed care and concern. The car which the representative sent carries that weight. Each time the child plays with it, knows that this was the special one. We do the things in short terms. We see the fire and we try to put that off. We need to see why that fire occurred and what would happen if it occurs again.

The word “Delight” seems very delicate and soft, whereas in reality it is not. It requires a wholesome effort to retain, maintain and keep the customer happy and coming for more. With technology as a helper, the things are easier on the big data analysis and statistical side, but the human approach to this science is more delicate and though provoking activity.

Actual Meaning of Answers from Your Sales Prospect

Making something is only 20% of a whole game. Real game starts when we try to sell it. Selling is a tricky part in every field. You have to convince your prospect about the importance of your product & what value it actually provides. That’s the one thing but in-between you have to understand the hidden meaning behind the words of your prospects. Hubspot marketing blog recently created a comic infographic that perfectly describe the story in a funny manner.

Have a look.

Sh*t Buyers Say, Translated

The Good Design – It’s Always About First Impressions

One way or another, we are all sellers. Whether you talk about pre manufactured products, customized artifacts, or services. We do that daily, in and out. Selling is pre-historic, human have been in this act since their dawn. Now, if you see the ground level, things have not changed much, except that we have evolved around our ways of business.

“An honest design communicates solely the functions and values it offers. It does not attempt to manipulate buyers and users with promises it cannot keep.” – Dieter Rams

The compelling question now is; what does actually sells and what does not?

We can see a lot of products coming up in the market. Since I am an Information Technology attaché, my arguments will rest with the applications and websites. You must have seen several of these been commenced recently. Most of these are ecommerce related selling domains. Clothing line, food, electronics, and gadgets, whoever had a good business going on has risen themselves on the cloud. On the application side, the scene is much more vibrant such as games, social media apps, plugins and lots of fun stuff. It is a creating a good amount of opportunities for small and medium size business owners. You must have heard a few!

On the internet, what matters most is the design you sell. It’s the very essence that attracts the customers. But most interestingly, most of us are unaware of this fact. We simply believe in getting our products and then determine on selling them on the cloud, without realizing that it is the force of the design of the site, and the application that sells it.
So what is a good design? Let’s simplify this for you, so you can see what we do for you to make you shine better;

Only well-executed objects can be beautiful. The aesthetic quality of a product is integral to its usefulness because products used every day have an effect on people and their well-being.” – Dieter Rams

It’s not only the looks, but a good design is also about the astonishment, conversion, the fulfillment of the purpose, alongside the product being able to deliver the results – getting the job done that is!

It’s an Innovation:

Good designs represents innovation in terms of a new born product, which is innovated from the scratch and serves values to the customers, or it is innovated from an existing product, and beside providing the value part, it serves the existing product with new looks, feels and market ground.

It’s Functionally Viable:

The design of a tea kettle, is to hold the tea, keep it warm, and then able its user to fill their cup of teas without any hesitations and ease. If the kettle is unable to perform these functions, then it is not viable to be even called a tea kettle. Same goes for products. The product design should support the intended functions of the product. An ecommerce site should viably display and perform what ecommerce sites do.

It is Usable:

Even if the intended design shows with its function titles, help documents, menus, and banners that this product perform these functions, if the functions does not provide a simpler approach to execution, the design is eventually a flop. If a user has to read a four page manual just to understand how to fill a cart, or create a login or view history – the design is not usable in practical form.

It is Artistic:

You cannot just design a product which supports good functionality with proper serving to its purpose. You need to have a product with good visual impact on its user. Why people stand in front of a piece of art for hours? The only reason is that the human senses are evolved around to appreciate art. If the product does not provide a good aesthetic sense, it will simply dive down the interest curve for the user and will do it fast.

You need to have a product with good visual impact on its user. Why people stand in front of a piece of art for hours? The only reason is that the human senses are evolved around to appreciate art. If the product does not provide a good aesthetic sense, it will simply dive down the interest curve for the user and will do it fast.

It is Spontaneous:

Do you need a manual to operate Facebook or LinkedIn? No you don’t! But have you ever given a thought why? The reason is the ability of that product to be intuitive enough to make their users operate it based on their common sense and worldly scenarios.

The greatest selling point for the applications today is the intuition with which the products are building, not the complexities they address.

It Talks Back:

The biggest frustrations users feel, is when they press a link on a website, and nothing happens. Often times the developers and testers tend to miss out the simplest of responses from the system, which are actually really important for users.

The systems which keep the user in the front row are built on the designs of user’s own psychology. If it is not responsive to its users and their actions, it will only create ambiguities and will over shadow the functions it should perform.

“A good Design is always the simplest possible working solution!”

We need to put our efforts as little as possible on increasing the complexities, and as much as possible on the way the system behaves towards the user’s action. The design of the system, applications, and websites depends on this factor.

Today we use hundreds of simplest of objects providing solutions to our daily life activities. Such as holding a bunch of paper with a clip, the shape of a computer mouse, the color of the screens, the size and weight of the mobile devices, and the creative looks of the websites. All in all everything attracts or deflects the customers.

The creator such as ourselves believe in failing, but we also believe in learning from these fails, and then improve ourselves to new horizons, with more orientation of our designs for our customers.