2 Improving Communication
Alastair Dryburgh Interview Analysis
1. Does he think technology makes good communication easier?
No, he does not think that there is something inherent in technology
that can facilitate communication, in fact he believes that regardless of the
technology what could really affect good or bad communication is the sender as
well as the receiver.
2.
What four key points does Alastair make about communication?
He points out that people's attention span is limited, from 30 to 40
minutes, that communication is directed to what you want to say and not to
everything that is said (quality over quantity), that communication is about
listening and not just talking and finally that a person must connect to those
who listen to him.
3.
Give reasons why it communicates well.
He talked about Amazon and how, based on their delivery system, they are
facilitating the entire logistics process, allowing their customers to be able
to track their orders in a more realistic way. He discusses how Amazon's
programming in their systems allows the company to stay in touch with their
customers' preferences.
4.
What mistakes did the company make, and how could they have improved the
customer experience?
I think what you say is a problem with the current companies, with the
systematization of technical support answering questions already programmed and
giving predetermined answers, this limits the real attention that a person can
receive from an employee. What you could do is what another company does in
this case Totalplay that first assists you with a virtual assistant, to
facilitate some actions that are also previously programmed and if the
programmed does not solve your problem or doubt, gives you the option to go to
a technical service operator to solve your problem in more detail.
Do not forget to comment what you think of my answers and I shared. 🠞
I believe that technology is embedded in everything we do today, but sometimes we forget that not everyone has the opportunity to be in contact with technology and it creates barriers in what we try to communicate.
ResponderBorrarGood responses, thanks for sharing.
Point four. I think is necessary to be in contact with another person, is important because many times a machine can not answer certain questions and in this case Total play gives a more personalized attention
ResponderBorrarI think the same way as you on your 4th question. The problem is not that machines or technology doesn’t work, but when is used only to create some kind of connection or communication with costumers is the real problem. Maybe, as you said, this technology could lead specific concerns of the costumers to specific people inside the business. Liked your reflection, thanks for sharing.
ResponderBorrarI agree with the first question, although I would add that everything remains the same if communication is not given importance, adapting to whatever medium provides it.
ResponderBorrar