Account Managers play a key role in connecting the business with the clients. On an operational scale they are the pipelines for the services to flow on a structured and regulated basis. Account Managers are capable of adding value to the services while making an impact to the clients and the way they do business. Communication plays a key role in account management. Though the results may be the same, communicating the value that have been added to the client’s business in a precise, quantitative and timely manner makes a huge difference. The following are three of the communication strategies that constantly helped me during my tenure as an Account Manager.
Focus on Growth Communicate what matters to the client the most. Key aspects of communication must focus on the targets provided by the client and by ways the value created by the service offered to the client helped them to achieve their actual goals and targets. Make sure that you speak numbers and results. Focus on growth and targets on realistic terms. Account management is also about trust.
You may lose your resources which you can regain, however time once lost is lost forever. Value the time that the client has invested in your business. Communicate timelines on a regular basis and keep the client informed about every stage of business. For meetings, calls and reports be punctual and make sure that the time set apart is given due importance. Never walk in to a meeting late or unprepared. If you have an excuse then communicate it at the moment of incident itself. Be transparent, let the client understand that you are someone who are reliable even during an adversity. However make sure that the excuses are reversed with quality of effort and results that you deliver.
Listen More, Talk Less
Account management is also about understanding. Create a communication framework that allows your client to speak more and explain their requirements better and with clarity. Different clients have different targets no matter how similar they seem like. Assumptions weaken the quality of services your business can offer. The purpose of communication is to bring two businesses together and to understand each other even better and to create new opportunities.
Communication is one factor that separates a good Account Manager from a great Account Manager. More than offering services, they strengthen the bond between the business and the client by ensuring that both parties grow and thrive. The role translates more to that of a leader who can bring the best of both parties and take them towards new horizons.
On the birthday of the gentle giant, John Lucas there are more reasons to remember him. An athlete who towers over the rest of the mortals always gives moments to cherish for his fans and well wishers from time to time. One such remarkable moments that really earned him respect is during the BodyPower 2016. Representing ESN supplements and Omtex Sports at the expo, John gained quite a lot of fans. The popular giant with a friendly smile is one of the most patient athletes and who never miss out a chance to give his fans a reason to smile.
During the 2nd day of the BodyPower Expo, John Lucas and Sanesh Singh took to the stage dancing to popular Bollywood music that made the crowd go wild. The athletes were escorted from the stage to the VIP section by the security as soon as the show was over. And as he was leaving the stage, the plight of a young fan who was trying to reach him caught his attention. The child was unable to reach near his favorite athlete and was visibly disappointed. His mother was trying hard to console him. Then to the surprise of the crowd, the #GiantNation athlete himself reached out to his young fan through the crowd. John spend enough time to bring a cherishing smile to his face. That was not the end, John patiently posed as his mother clicked a photograph of her son with the gentle giant. And on this day 30th May I wish the Gentle Giant a very Happy Birthday :)
In the modern day business environment, the entire gamut of client relations boils down to the point of client experience as a vital element of business excellence. By delivering the finest experience, the business can leverage smoother transition of operations with minimum chances of conflict. When it comes to client experience, gamification is one of the most sought after process that can leverage automation into a positive experience.
To start with, Gamification is the process where the user is encouraged to interact and engage with aspects of the brand or product through elements salient to game-play. Each interaction will typically earn points, placings and rewards similar to a game play environment leading to increased levels of interaction and engagement with the brand. The elements of gamification takes away the monotony from repetitive tasks managed through automation and enhance levels of interactivity while developing opportunities for the users explore the brand in detail.
Nudge is a concept in behavioural science, political theory and economics which argues that positive reinforcement and indirect suggestions to try to achieve non-forced compliance can influence the motives, incentives and decision making of groups and individuals, effectively than direct instruction, legislation, or enforcement. Nudging can provide a directional stimulation without directly engaging the user. In other terms nudging reinforces the judgement of the user to act according to the best option available. When gamification is designed to nudge the customer into a positive experience, the results can be unlimited. However the entire process revolves around how the gamification is designed to create the user experience.
If the customer is not efficiently nudged or nudged too much, it could result as a negative experience or as a hindrance to the overall user experience. If nudged too much, the customer is intimidated to seek alternatives since the experience makes the message aggressive. The optimum level must be ascertained per user by assessing their individual behavioural aspects by using artificial intelligence. However this could get too intrusive and can let the users feel their privacy is curtailed. When it comes to nudging, balance is the key for success.
The key aspects of successful gamified nudging strategies are that they must be gentle, empowering, directional, purpose oriented and invitational. The strategy must compliment the end goal of the user and guide the user to follow the process with least resistance.
The key idea is not to redirect the user but to stimulate the drive in user behaviour towards seeking the best option available. Since gamification can subliminally drive messages across powered by effective nudging, it is the right tool to engineer a result oriented user experience.
User experience is the totality of experiences a customer undergoes while interacting with the business or an entity through possible channels of communication or interactive platforms. This could be a website, online communication tool or an application. The thumb rule is that users must not be forced to follow a path but be allowed to explore and experience the channel while they are directed subliminally towards the target. So it is a must to set clear and achievable user experience goals.
Simple, direct and continuous An information overload creates clutter and adds to confusion. Prioritize the call for actions and direct only the ones that makes sense from a user’s perspective. Flood of information distracts the user and misdirect them towards an abrupt conclusion. When the users are allowed to make simplified and direct choices, it stimulates enhanced levels of interactions there by creating a better experience.
Lack of continuity in the process of communication creates confusion and forces the user to look for a simplified solution. It is ideal to establish the steps if the procedure is lengthy and to provide understandable way points.
Nudge the Experience The term “nudging” - describes the theory of gently nudging the user to opt better solutions, by applying subtle behavioural psychology. By allowing users to believe that they are in control, they are subliminally pushed through the process towards the direction the communication intends them to follow while letting them feel empowered and in control. Highlight the better choice, while ensuring to provide the generic bad choices lets the user to feel the empowered about making the choices. This gently nudges the user through an interactive experience towards the final destination.
The conclusion is that the user experience is a narrative and interactive experience. Each action must be meaningful and purposive. More than the visual appeal, the users seek to derive meaning and purpose out of the interactions. This adds value to the user experience.
Easter is not a day but an emotion. Seldom do we realize the power of resurrecting an idea or a part of our soul that was long lost in the tides of time. It is one of the most empowering and rejuvenating feelings a human being can ever experience. What stops us from this holy reunion or resurrection is the fear and lack of hope. Life is miserable at times and the powerful waves of time had knocked us down from time to time. And every experience in life had taught us that it is not wise to go against the force. We learn to become timid and adjust our lives to the brute force that envelops us. However, we can become who we are only through strength and faith. It is the faith that had moved mountains and brought the mighty to their knees. Only then we realize the power of the force that animates us.
It is the spark within those souls who sought to uphold their belief in humanity and truth that drives this world forward into the light. Many of those who had been burned at stakes by the church itself have resurrected to lead the world into the light. Faith cannot be stopped and truth cannot remain hidden, not even by the strongest force who said to have represented the best interests of God. Only through faith and love we can realize the idea behind Easter. Liberation. It is through liberation and truth we can understand the man, the prophet and the son of god who dared to sacrifice himself standing by his views about equality and love. Yes, we hold the key to our happiness and destiny, only if we embrace the truth within ourselves and the nature around us. A man can be killed no matter if he is sent by the god himself, but ideas embodied in truth will always resurrect and resonate for time immortal.