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Sagar Patel
Head of Marketing, E-commerce,Casinetto, United Arab Emirates
An integrated brand marketer and strategist with a Master's degree in Strategic Marketing, KHDA Diploma in Digital Marketing and over 9+ years of passion in delivering insightful fully integrated marketing and communications solutions.
Tricky workplace situation handled
By this mentor in various human skills
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- Design thinking is a process for solving problem with a customer first approach. It relies on a hands on approach to creating innovative solutions to help businesses better identify, understand, and address the problems that plague businesses and their customers. It values solutions over everything.
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- Initiate a personal greeting Recognize their visit Understand what they're looking for and guide them with answers Remember their name and personalize the approach Explain all the steps in order to satisfy them
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- Rating - 7 There's always room to learn and grow. Theoretical knowledge is one set but practical implementation is a whole different set to enhance.
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- Stress management - Stress is the single most intangible source of destruction to the mind that can move you away from your goal and keep you from moving forward. The goal is never to be 'reactive' to what's happening but taking a step back, breathe and then look at the all the possible options to eliminate what's just happened or making sure it doesn't happen again. There's no point focusing on things that have already happened, but rather focus on how to do it better next time.
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- Employee Input on policy changes; Trust; Openness; Employee empowerment to share ideas; Collaboration between team.
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- Customer Service; Long Customer wait or hold up; Out of stock; Unavailable service representative.
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- Integrating Smart payment gateway options, for a quicker and safer checkout that is trusted by customers, with policies in place and in favor of consumers for fraud, refund and so on...
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- Common problem: Delayed deliveries. Solutions: Delivery time slot open only during the strongest operational time range; Automate delivery delays in advance to notify the customer; Expand the last mile delivery partners list, outsourcing further.
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- Stress management - Stress is the single most intangible source of destruction to the mind that can move you away from your goal and keep you from moving forward. The goal is never to be 'reactive' to what's happening but taking a step back, breathe and then look at all the possible options to eliminate what's just happened, or making sure it doesn't happen again. There's no point focusing on things that have already happened, but rather focus on how to do it better next time.
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- 1- Get the color of the dress 2- Get the fit of the dress 3- Get the price range of the dress 4 - Get any unique identification of the dress if possible 5- Showcase all the dress options that fit within that range and Voila, the dress will be found 6- Get Melissa to buy that dress now!
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- Divergent thinking is a persons ability to think out of the box, be optimistic and explore all areas of possibility to solve the problem at hand. Convergent thinking is the persons ability to be analytical and explore, define and plan out all areas of realistic and feasible action points to bring it to life.
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- 1- Check if the store has an express shipping option and get Becky to pay an additional charge to get it delivered faster. 2- Check if the store has a self pick up option, get Becky to just pick it up on her way out as it's just around the corner. 3- If Becky has some really good friends, get them to deliver it for her using her emotional charm
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- Problem at hand: Consumers prefer to buy online but they actually spend more when they are making those purchases in-store Solutions: Focus of Customer Service to bridge the same seamless experience of online shopping with offline. Personalize the same approach to consumers when they are in the store as the experiences are personalized or easily filtered in online shopping. Getting all the relevant customer information from customers online and then using that to build a truly exceptional offline in-store customer visit experience as well. Convergent Thinking to the above: 1 on 1 approach to every consumer is not feasible. Only in the combining of streamlined consumer date, seamless cross-channel customer service and marketing - creating authentic personalization, can help retailers to create buyer experiences which can combat the fickle nature of the modern consumer. Get the balance right, however, and retailers can foster brand loyalty in an increasingly disloyal world.
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- Patience - Every problem can be solved with a clear head. Only reason why a person fails is when he/she is reactive to a problem. The key is not prioritize the problem, but the solution that will eliminate the problem.
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- Divergent thinking focuses on one problem to solve and then going back to finding all the possible solutions to solve the same. It's a structured approach to open your mind and solve a particular problem at hand
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- Customer Problem - Delayed deliveries on orders Possible Solutions: - Expand your last mile delivery partners - Integrate in-house last mile delivery - Limit the range of delivery timeslots only when the team is able to handle the workload - Automate the delivery updates to let the customers know well in advance if it's going to be late
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- Stress management - Stress is the single most intangible source of destruction to the mind that can move you away from your goal and keep you from moving forward. The goal is never to be 'reactive' to what's happening but taking a step back, breathe and then look at the all the possible options to eliminate what's just happened or making sure it doesn't happen again. There's no point focusing on things that have already happened, but rather focus on how to do it better next time.
Blog Articles
Campaign’s Faces to Watch, Brand Edition 2021 – Sagar Patel, Head of Marketing - E-commerce | HORECA, Casinetto - Campaign Middle East
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