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Phil Komarny
VP, Innovation; Salesforce, United States
Phil comes with a 20+ year track record of delivering innovative, high value solutions by aligning existing problems with emerging technologies. He has served on multiple leadership roles in startups focussed in the education sector.
Tricky workplace situation handled
By this mentor in various human skills
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- It teases out the delightful moments that your customer or employee will experience.
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- That I care, like this app should with a transcribed version of the video so that I can fit these practice moments in without disturbing others ;)
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- It does increase productivity
- It has an impact on sales
- It removes stress from an environment
- It drives the health and competiré aspects of a company
- It promotes Innovation
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- The use of past data and information to predict the trends and where the market will go.
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- Innovation at Salesforce is driven by passionately listening to our customers and their needs while leveraging trend data to help each understand the future and how our platform can help them meet the needs of their customers. Our customers tactics drive our strategy. Since innovation is the live blood of our/any platform, an empathetic ear is the key component of success.
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- The question does not make sense and should be checked, if this is an exercise then... Design thinking is best done with groups that have a shared vision of a future state that cant be attained without some sort of innovation. But here goes.... Trailhead our open learning platform with enhancements in both the badging and taxonomy spaces would be a great design thinking session with both academic and industry partners to understand and define the new 'nexus' of work/learning.
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- Since my path in life was not a well defined academic route toward my career, my mentorship is always life/story based as I arrived here by 'doing' with failure or success as my assessment. The best thing I can teach anyone is to accept change as normal.
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- Overzealous salespeople do not add value to the sales process, they take away from it. By observing and listening to a customer's needs, the sales associate would be in a better position to deliver the right information at the right moment.
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- Reframe through a look-and-listen-first lens. Subject matter experts deliver the most value when a customer needs a specific question answered... listen and serve.
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- Reframed the converstation by having the customer reflect on the number of contractors that he engages with in a year. He reframed the conversation by talking about how he 'hires clients' and speaks to the risk that he is taking by only asking for 1/3 down. Trust refreaming.
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- Rate them by overall CSAT and NPS -- provide them with the informatioin and tools needed to listen and serve.
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- Since Melissa took the time to phone us I would use the interaction to provide a ‘next level’ customer service by holding the dress at the counter for her when she picks it up later. I would ask her to describe the dress to me while I look on the site to find the item. Since it most likely is a Prada item I doubt that it would be hard to find the impeccable item that Melissa describes.
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- Divergent thinking is the idea generation phase where everything is possible. Convergent thinking describes the process of taking ideas and iterating toward a refined, and hopefully better, incarnation of said idea
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- I would opt to pay for the item and pick them up sometime before the trip. Saving the time of the in store interaction and opting for curbside pickup enables me to use my time better and fit a quick pick up into my olans
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- I always do this through the lens of storytelling + wisdom. I NEVER try to mentor or teach when I only know something in the abstract. By sharing my real life experience it allows me to truthfully convey my experience, not just my knowledge. This is the mentor context, in my opinion.
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- To diffuse the situation by allowing the customer to vent her frustrations. Providing an empathetic ear and responding with compassion while providing the requested service is what this tech did.
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- By seeing multiple facets of the problem, you can focus the right resources and data at that facet to solve part of the problem .
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