Delight thinking to deal with change and stay healthy (prof Koen Kas)28 februari 2023
What would you like to do before you die?
With this sentence, prof. Koen Kas started his lecture for team2Lead and its clients. This a strong and somewhat shocking sentence that immediately made us reflect on what really matters for each of us. To leave a legacy, to be part of a community, to have no regrets, and to have great experiences, are what we all want.
In our Customer Experience businesses, our mission is the same. Whatever industry we are in, we want to reduce friction and create a positive and memorable experience for our customers. That's what we have in mind when defining our KPIS as well as when coaching our team members on :
To make interactions easy, fast, and as satisfying as possible from a human perspective.
What if we could go beyond this? What if we could make delight the ultimate experience? It seems almost magical and yet it is possible. You may ask How? prof Koen Kas answers in the following way: by going beyond the expectations of our clients, including those we have not yet imagined. Do you find this complex? Let’s take an example: Imagine that you have a wishlist for your birthday presents. Receiving a gift that was listed will probably make you happy. Of course, you trust your loved ones not to give you something you won't like. Now imagine receiving a gift that was not on your wishlist, that makes you even happier. This gift is completely unexpected and yet it fits you perfectly! The surprise increases the pleasure (The person who gave it to you must know you well). What a delightful experience, isn’t it?
So, how can we achieve this?
Prof Koen Kas gave us a few hints based on his experiences and knowledge. The major one that could be applied (almost) tomorrow lies on the following:
1)How well do you know your customer? Watch your customers and listen to them. Do you get any DATA and how do you use the information you received?
2) Use the information to build knowledge: Knowing your customers means understanding their needs. With the information you gather, you have known facts.
3) Create wisdom: Go beyond expectations: From knowledge to anticipation. What could delight your customer? What is the unknown that could create the magic?
4)You’ve surprisingly discovered and used/implement something that was unknown before? Good news, you’ve reached the delight thinking phase. You are dealing with the unknown and with change that will create your community and keep your company relevant.
Next, he applied this logic to show how we will transition from reactive sick care to proactive healthcare and (corporate) wellness by default. Sooner or later, our smartwatches will be partners in our healthcare. Not just to suggest we to take a walk but, based on our way of life, and our environment, it will schedule appointments with our doctor. Not because we’re about to get sick but because our watch will become our hybrid care companion, wanting us to stay healthy.
Maybe Netflix, Disney Channel, or any other streaming channel will not allow us to watch the next episode of our favorite show unless we’ve been moving enough during the day.
The coming years will be for sure interesting ones for all of us, as clients and as Customer Experience professionals. prof Koen Kas gave us a lecture that showed us that the future is a playground where magic will happen.
On behalf of Team2Lead and our clients who attended, thanks a lot for that delightful moment !
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