Skip to main content

Making users do remarkable things...

The little one was talking with passion about the Lego bricks that he has. He has a ton of them - and enjoys playing with them. The things he makes cannot be imagined by anyone - like it is for any other child. Every child goes into his or her own world when they play with these blocks. No other toy ever has sustained his (or any other childs) enthusiasm for such a long time. Lego knows - after all it has been in business for nearly a hundred years. There are new toys, fads, gimmicks, extensions, but Lego rules the roost.

Yes, Lego is a consummate marketeer - they create new bricks, new themes, new ideas and they are as consumerist as they come - after all, kids WANT Lego. And Lego is a premium brand. But think about it, what makes them tick?

For one, it is a premium brand - their products do not fail. They deliver what they promise - often much more than that. So, customer delight is almost a given.

Second, their customer service is exemplary and I have experienced it myself - it is clearly not hearsay.

But beyond all this, the biggest thing that Lego does is about 'what it makes the user do'. Lego is very little about itself - the power that it gives the user is what it gives it so much credence. It is all about letting the user fly in his or her imagination. The worlds that children get into with Lego is amazing. It is all about giving power to your users.

Now think about this from a Learning and Development perspective. Do your trainings and offerings and educational things  - put power in the hands of the user or are they designed to put the user in their place? Think about putting power in the hands of the user and your entire perspective changes. Of course, a traditional HR person would not want to empower people - because of the nature of control  - but these days, nobody wants gatekeepers - they want enablers.

This is what Kathy Sierra had spoken about, many years back, and it has remained in my head ever since. It is all about making users remarkable...

Labels

Labels:

Comments

Post a Comment

Be Civil. Make nice!

Popular posts from this blog

The man who saved Pumpelsdrop

This was a story we had in college if I am not mistaken. Perhaps it was in school, but a delightful story it was. The story goes somewhat like this ( reproduced from here ), but the college version we had was slightly different from this.  I t was a dull, gloomy and a depressing morning in a town named Pumpelsdrop in northern England. The Great Depression had brought all the businesses to a standstill. The bored automobile dealer was spending time alone, as usual. But, this seems to be an unusual morning as an odd entity (customer) appeared on the horizon. A man in a bright suit walks up to the dealer and says, "I need to buy a Rolls Royce Phantom II. We have a business conference coming up and I need to impress my customers". Then proceeds to pay 10% of the deal with a single check for 2000 pounds. The rest he says will pay when he takes the delivery.   The auto dealer was stunned. He was delighted to hear that someone is holding a business conference of some kind and ...
Post a Comment
Read more

And the unconference happened

 Most conferences have an agenda. No, not the stated agenda, but an agenda of marketing, airtime to sponsors, ensuring the past and future customers are invited, of ensuring that the "stars" of the industry are invited and attention showered of them. All in all it is a your scratch my back, I scratch your back syndrome. Some of these become cliques and claques and therefore the real point behind a conference is lost. And then there is the unconference - organised and run by the alumni of the ISABS ODCP program. And as the name suggests, this is truly an un-conference organised by the alumni, for the alumni. No funders - except the alumni themselves. No sponsors. Just the team.  I havent seen a more tastefully organised conference (yes, its an unconference).  To begin with - the location - not a typical star hotel, but an outdoorsy place. The food - simple. The welcome - personal. It was like a homecoming. The setting was warm and welcoming. It was a smaller conference. Ju...
Post a Comment
Read more

Why does elearning exist?

 Elearning is one of those niches that does not deserve to exist. Yes, it was a novelty 20 years ago, but not now. It cannot exist. But somehow it does. Disclaimer: I used to head a content team once upon a time. And I used to ask those whom I hired - tell me the last thing you learnt from an e-learning. The answer is - pretty much nothing (and this is a good decade ago).  Why?  If you want to learn a recipe, you go to Youtube, or Reels or something like that. If you are terribly old fashioned - as in, you read - then you go to a website and read the recipe and make it.  Most other things you learn by doing or learning on the job or asking an expert.  If you have to learn something in depth, then there are other ways.  So, where does e-learning fit in all this? E-learning is one of those products that the customer hates, but has no choice, because someone has decided it is the best way. For instance, you have to learn a new CRM or some other product - you w...
Post a Comment
Read more