The Platinum Rule
Posted: June 9, 2014 Filed under: Service | Tags: Information Technology Alliance, May Angelou, Platinum Rule, Ty Bennett Leave a comment
We’ve all heard about the Golden Rule, but have you heard of the Platinum Rule?
At the Information Technology Alliance Conference I recently attended in Dallas, sales and leadership guru Ty Bennett was the keynote speaker (full disclosure, I chair the Keynote Committee). Ty described the platinum rule as “treat others as they wish to be treated.” Easy to say, harder to do. He provided an example of a simple way he applies the Platinum Rule at his company. He asks clients, “What is the best way to communicate with you? Phone, email or text?” How elegant.
From a client’s perspective, even if we provide the answer one would have expected, you feel that being asked the question matters. This reminded me of the following quote from the recently deceased Maya Angelou:
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
Expectations of Information Technology Leadership
Posted: May 7, 2014 Filed under: Service, Technology Leave a comment
Image courtesy of KROMKRATHOG / FreeDigitalPhotos.net
Consumerization of technology has been well documented. Technology users now expect “easy, fast, and friendly” and “when I want it, where I want it, how I want it.” With technology increasingly affordable and accessible, many casual users have become equally (or more) savvy than their IT counterparts. Since IT professionals no longer have the upper hand in managing technology, where does that leave us?
IT must transform itself from being infrastructure-centric to increasingly service oriented. There will always be a key component of infrastructure, but by necessity its scope will go beyond procuring and installing hardware and software. An evolved IT department may also be the pivot point for:
- Knowledge management. Developing the taxonomy, practices and policies in managing organizational data, information and knowledge.
- Brokering other business services. Vendor management and purchasing, facility management.
- Service request brokering/fulfillment. Creation and process for standard service catalog items.
- Digital property development. External, internal and collaborative digital or web-based properties.
- People and process consulting. Applying proven improvement disciplines, with or without a technology wrapper.
- Workflow design. Improving and enabling work processes with technology to drive consistency and efficiency.
- Security consulting. Working with vendors, clients, and partners to ensure the web of solutions appropriately incorporates risk mitigation strategies.
- Business capability planning and technology platform. Proactive business consulting to support strategic plans with evolving capabilities (e.g. communication & collaboration, workflow, digital service delivery, etc) and the underlying technology required.
- Data analytics. Leverage data sources, internal and external, to provide new insights and services.
- Innovation and product development. Pursuing opportunities for digital offerings and augmentation of existing products and services.
Carving out a niche as a consultative partner and leveraging information resources will increase the value of the IT department organization-wide.
Expectations Shifted
Posted: May 2, 2014 Filed under: Service | Tags: Amazon.com, Apple Store, TEDTalks, Zappos.com Leave a comment
I find it sad when a great business story ends in failure or irreparable decline because its leaders didn’t pay close attention to today’s consumers and trends in the marketplace. Think Blockbuster and Borders. Think Dell and Sprint. Here are some of my recent experiences that may have implications for the future of your service, product or business….that is, if you can read the signs.
- Have you had a service experience at a brick-and-mortar Apple Store? My wife’s headphones that were at least two years old developed a short in the wire. Five minutes after she entered the store, she left with a new pair at no charge, a smiling, satisfied customer.
- Are you a TED Talks fan? I have come to appreciate their stripped-down approach that gets to the heart of the subject quickly. No introductions, no fanfare, just a few relevant slides. Recently I was at a conference and noticed that the traditional, lengthy speaker introduction had me unenthused even before the presenter took the stage. The ensuing PowerPoint overload didn’t help redirect my thought of “Why am I not at home watching a TED Talks in the comfort of my reading chair?”
- Have you done any shopping at Zappos.com? Find exactly what you want, or order multiple sizes and colors, and return what you don’t want. They set the gold standard of online service: 24/7 customer service, free shipping both ways, and a 365-day return policy. No questions, no hassles.
- After returning to a home improvement store three times in an effort to replace a bathroom fan, it finally dawned on me that I could have made the purchase on Amazon.com. And by taking advantage of Amazon Prime, I get free, two-day shipping, no matter how small the order, as just one of its many benefits.
Clothing, electronics, household goods, gifts and of course, books. As consumers, our expectations have shifted. Whether it is convenience, customer service or ease-of-use, I am convinced that for many of us the future has already happened.
ZMAB15 