Every one must have read about the five senses which are seeing, taste, feeling, smelling and hearing and we are using all of these senses in our daily life. How difficult is for someone to live with out any one of these senses. A blind person cannot walk properly, a mute person cannot explain himself to others or even people try to cut off from a deaf person.
Similarly as the real life five senses, there are five things that are a must for a successful business and without any of these it is an indolent and handicapped business.
The five senses are
- Contact Center
Let us see, in the first place we can compare seeing sense with marketing. The marketing manager see’s that there is the place where the product will perform well. A vision is created, so we can say that the seeing sense is quite similar to marketing.
Similarly, the Sales Manager can smell the fragrance that the following person is a customer. For example a Sales person selling the car can smell how to deal with this customer. The Sales person smells instantly that he is really here to buy a car of which type (luxury or muscle car); what are his price range and other criteria’s without personally asking him.
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Similarly, Service representative should know how the customer tasted the product. For example if I bought an Apple iPod, did I like the product am I interested in the accessories or I am having a problem in the sound quality or how can I convert a video file into iPod format for best performance. So the Service Manager should know that how many customers are happy with their product.
Similarly, the Contact Center agent hears and listens to the customer needs whether he is having some problem, wants to buy a product or what ever. The CC agent helps him in all the ways he can to keep the customer happy.
Finally, Analytics which is “the” important sense of business, I will like to compare it with the sense of touching because through reports you can physically feel the business, the CEO of the company can think of new strategies by experiencing the business.
I am not criticizing on those who are not awarded by any of the real life senses or have lost these senses in an accident or what ever. I just want to prove that if we don’t give attention to our business or if we are not using any of our senses of business we are running a handicapped business.
If you have any idea of comparing any of the real life 5 senses with any of the 5 business senses please step forward any keep discussing this blog .
Suhaib F. Khilji