As far as visiting Social Media sites is concerned, I have slowly veered off Facebook and Twitter and gravitated towards LinkedIn and Medium. One of the interesting features that I noticed LinkedIn launch, is its Career Advice services. I am attaching a screenshot of what I saw, this was a promoted post that I saw in my feed.
Curious to see where this rabbit hole leads to, I signed up for the service. Interestingly enough, the link led me to a place where I had to sign up as a mentor and choose the areas on which I could help others out.
This seems like a me-too of Clarity.fm and similar other services. What LinkedIn definitely has is the wide professional network (and thus the social credibility of the influencers). It’d be interesting to see how Microsoft and the LinkedIn team build this further.
One of the major problems in corporate India is the lack of coaches available in the middle management tiers. Perhaps, if played properly, LinkedIn can address this huge coaching and leadership gap.
Recently, I bought a Fitbit. It’s a fantastic tool. Now, I can rave more about the features and go on and on. However, a friend and a colleague asked me an interesting question.
Has it changed you? No, it did not.
Before I go on, I have to tell you that I am on the heavier side of the weighing scale. Those of you who know me personally would be surprised at the sudden interest in all things health. Yeah, I roll like that.
It’s not about the Fitbit
Like any other measurement tool, the Fitbit is doing a marvelous job at letting me know certain metrics that I need to care about.
They have even gamified the steps by putting in cute little badges and built in peer support (and also peer pressure) to keep me motivated. All this is good as it should be.
At the core of it, it’s a measurement tool. Just like any of the billion other tools we use in Analytics.
Targets and Measurements
On very similar lines, we as marketers or as businessmen often deploy shiny new tools because we think they will help us do more.
Unfortunately, like me in this case, how many of us forget on defining the purpose?
I implicitly assumed that the Fitbit would automatically by some magic give me the purpose of losing weight and leading a more healthy life. Without this purpose, here’s what would happen —
I will wear it to work, and dutifully report the steps taken and life would go on as usual. Some of the badges would come in as time goes by, and it would not really matter to me if I took 2000 steps a day (which is a walk in the park) or 10000 steps a day (I haven’t achieved this yet).
How would I change, if let’s say I choose to give myself a target of say, 10000 steps a day.
Without Purpose, there’s no Change
I would for one have to make time to walk those 10000 steps. I could try walking in the office or doing a much more rigorous transit than an Uber. However, I would have to commit to making the time for those steps.
Thus, this choice of making a change in my routine should be addressed. At the heart of it, the shiny new tool is not at the center. Yes, you have bought Google Analytics Premium and all of that is great … but that’s not really at the center.
At the center, is the purpose. Has this been defined? Has this been clarified and articulated so that the team knows about this?
A tool doesn’t give us Purpose
It does give us a sense of progress towards our purpose. A Measure of Success, if you will. The shiny new tool that we just acquired is useful, but only as long as we keep the purpose at the center.
As people who know how to use a tool, if we do not understand the purpose, the tool will end up regurgitating meaningless data.
TL;DR — When setting up measures, don’t keep the tool at the center. Keep the purpose at the center. The rest should follow.
This blog has been my place to articulate my thoughts, to propose experiments and my views on multiple topics. Having said that, this is one such piece.
I would love to hear your views about this and feel free to scroll down to that comment box and leave a line (or two).
What is Game Theory?
Taking the excerpt from Wikipedia –
Game theory is “the study of mathematical models of conflict and cooperation between intelligent rational decision-makers.” Game theory is mainly used in economics, political science, and psychology, as well as logic, computer science and biology.
In this piece, I am proposing that we can use the basic precepts of Game Theory and apply them to SEO strategies as well.
Originally, it addressed zero-sum games, in which one person’s gains result in losses for the other participants. Today, game theory applies to a wide range of behavioral relations, and is now an umbrella term for the science of logical decision making in humans, animals, and computers.
In Search Engine Optimization, for a particular query search, only one site can be at the top. At the cost of the search visibility of other sites.
Ergo, SEO is clearly a zero-sum scenario.
Wait, isn’t this between two players?
That’s what we construe of Game Theory … and more importantly with Prisoner’s Dilemma. However, in the real world, and in almost any market driven environment, there are always multiple players.
Such scenarios are referred to as n-person games, or in Gaming parlance – multi-player games. This gives way to something we define as Evolutionary game theory.
What is Evolutionary Game Theory?
Evolutionary game theory considers games involving a population of decision makers, where the frequency with which a particular decision is made can change over time in response to the decisions made by all individuals in the population.
So, in SEO the strategy that I can adopt at any point of time is suspect to change, and over a period of time, most players who are working on their SEO would tend to change their strategy and evolve their approach.
In economics, the same theory is intended to capture population changes because people play the game many times within their lifetime, and consciously (and perhaps rationally) switch strategies.
Ditto about SEO again. In textbook style, I could say don’t do Black Hat. However, you know it and I know it … that at some point of time in our lives we have done Black Hat. Yes yes yes, it doesn’t work and you have to pay the price, but we still have gone ahead, haven’t we?
This change in tactics, resulting in evolution of market dynamics effectively ends up changing the winning strategies of the game. A research article that talks about how the competing strategies change within a network of decision makers is available here.
One more interesting characteristic that mathematical biologist John Maynard Smith realized when studying the behavior of game theory in communities was that in biological communities (his research was based on Darwinian concepts and survival of the fittest) most of the players did not focus on their strategy as a winning one, but treated their strategies as at a ritualistic level.
Ergo, for most members of the population it was not important whether they were engaged in a competitive and winning strategy, but rather that they were engaged in a strategy in the first place.
Let me rephrase that statement.
Players involved in playing a multi-player game, where the game itself was changing constantly, the winning strategy was not important for players.
So much, as having a strategy in the first place.
Uh, I thought this was going to be on SEO
In a game of lets-get-on-top (on Google), all of us marketers are running circles trying to figure out the best SEO strategy.
We have seen many of the oft-quoted paradigms here –
Content is king
Great Link profiling
What I am proposing is that it really does not matter which step you take … as long as you decide to take a step as per a strategy and then choosing to evolve your stance after you find out the result.
Stayzilla, an Airbnb for homestays in India, is closing down its service. The company was founded six years ago and had raised $34 million from investors, including a $20 million Series B in 2015. Now is the time to pause and “reboot” however, CEO and co-founder Yogendra Vasupal explained in a blog post. The company reached a…
Another one bites the dust, as start-ups and investors start rethinking their approach to creating unicorns. One of the largest ones being discussed (and also a poster child for Indian e-commerce) is Snapdeal, who in a recent email announced a lay-off of more than 1000 employees.
So why do it in the first place?
Well, it was good while it lasted, and at least the team that started it knows that they gave it their best and things did not work out – due to whichever reasons … be it a bad business model or unbalanced promotions, or whatever.
Over the years, investors have also become much more skeptical on which businesses would they put their money in.
One of the things that peeves me off is that the investor success stories which have 1000% gains and great exits had the investors not just invest money, but also time and efforts in different capacities.
As someone who works with multiple ideas, one of the key components that I myself do not have much is time. Money is a transient thing, sometimes you are floating in it, sometimes you do not have much to spare. However, as time goes by … one of the key assets that people should look at is the time required to nurture that unicorn.
If that time is not there, then its best that you don’t put in the money – thinking that some smart people will grow that money and give you handsome returns. Somewhere in that dynamic, people are forgetting to create sustainable value.
What is Sustainable Value?
Any transaction happens because of both the parties seeing a certain economic value in that transaction. A buyer gets a good or a service for a price that he can afford. A seller gets a reasonable price for goods/services that he/she are providing.
For a time being, the buyer or seller can extract more value from the market. This could work due to information asymmetry (or third degree arbitrage). However, as information is made available to every user and as customer discovery becomes faster and smoother, this arbitrage is being worn down.
So, how does sustainable value come from … simple, it comes from fair play, it comes from co-operation and knowing that co-operation is the winning strategy when it comes to game theory.
How many start-ups get the sustainable value creation point is something that I am most interested in.
This is a narrative to highlight how we somehow miss the element of human engagement in our day to day interactions. In an economy such as India, where 56% of GDP comes from services – missing human engagement seems like a big concern for me.
In the month of December 2016, my parents and I decided to go to Gwalior. The reason was to attend a friend’s wedding. I figured that we would get some time to look around the city – as well as some time off from work. I did not wish to travel via train (since its a 20 hour journey). Thankfully we had enough time to plan ahead, so we bought tickets off Cleartrip.com (this being one of my favored sites purchase travel tickets – both air and rail).
Flash forward to December 9th, the date of the flight. We huddled up to the T2 terminal in early morning – hoping to reach Gwalior just before lunch. It’s not as if we had planned this in detail – it’s just that there is just one flight that goes from Mumbai to Gwalior. That flight being an Air India one, and that too once a day. So much for choice!
1 hour before the flight, we are checked-in and sitting at the boarding gate. Most of the other passengers have started showing up. My initial suspicion of this flight being empty are quickly put to rest as I count around 50 odd passengers at our boarding gate. Just then, Air India announces that the flight might get delayed by an hour or so – since there is fog at the Gwalior airport. Some folks have started grumbling, and the elderly lady sitting next to me is concerned that she may not reach the hospital in time.
An hour later, the flight is promptly announced cancelled and the hapless attendant at the boarding gate points the irritated passengers towards the Air India desk. Fortunately, I am quickly able to figure out the next steps in flight cancellation and I was able to get the entire PNR of both the flights cancelled (since it was a round trip – this was done de-facto by Air India when they cancelled my onwards journey!).
At this juncture, I realize that reaching by flight is impossible for my parents. I could have gone via Delhi or via Bhopal, unfortunately Air India was not willing to transfer my ticket to another firm’s flight and wanted me to wait for their next empty flight. Somewhere, the Air India helpdesk just stopped being customer friendly (who wouldn’t when faced with 50 angry customers all shouting for alternative flights), and started quoting the policies.
Cancellations and refund
Having my flight cancelled, I got on a call with Cleartrip.com and confirmed the refund amount we would be getting. So for spending roughly 35k for the tickets and wasting so much time, we would be getting most of that amount back. The attendant was super friendly and seemed to grasp the situation – he promptly had an Air India customer care operator on conference call and asked for the full refund. This process amongst the chaos took 5 hours or so. The customer care operator from Air India – Manoj, seemed diffident at first, however he agreed that I would be refunded in full when he learnt that it was a single PNR. The Cleartripper must have been trained for such situations – so he verified this twice on the call. Then he assured me of the refund and asked me to return back home and proceeded to cancel the tickets. We reached home in the evening, having deemed that some time and money had lost and we would be missing my friend’s wedding (sorry Jay!).
After the customary vows of not using Air India ever, and praising Cleartrip for their super awesome service, I went on with life. I was informed by Cleartrip that this refund would be processed in 25 odd days – since I did not have an endorsement copy ready.
Since, I did not have this aforementioned endorsement copy, I replied back stating that I’d rather wait for Cleartrip to do the same for me.
The Engagement Gap
Now, starts the real story. On the 5th Jan (almost a month after the flight was scheduled), I receive this email from Cleartrip.com.
I remember a cold dread going through this email. Fortunately, I remember that there was a recorded conversation between the three parties (Cleartrip, Air India and I) – where the Air India operator had confirmed and mentioned on record that the refund would be processed in full. So how can they go back on their word?
I picked up the phone and spoke to a Cleartripper about the same. The Cleartripper took some time understanding the issue, went and verified that such a conversation existed, and then asked me about the endorsement copy. I do not know how this looks like so I asked them to arrange it at their side (they claimed they could take care of this, however, it would take their 20-25 more days).
At this juncture, I trusted Cleartrip and said that the wait would be fine (since I have already waited month, another 20 days may not matter).
The Engagement Gap widens
On the 14th of Jan, I receive this email –
This is where I lost all hope of getting any money back. A cool 30k down the drain. Thankfully, it was a Saturday – and I had some free time on my hands to get into the heart of the matter.
I got onto a call with Cleartrip and 15 minutes later had explained the matter to one more Cleartripper (so now at least 3 of them know about my issue). In classic textbook style script, she proceeds to assure me that they will look into it and will get back to me in some time.
This is where I lost all trust that Cleartrip would indeed solve the problem. Please note, I am not bitching about Cleartrip or Air India – at least not yet! So, I decided to push for a turn around time. I was informed that the concerned person would contact me in an hour’s time.
An hour and a half later, I call Cleartrip to follow-up. A separate person this time, another round of explanations go and this chap also placates, re-assures and promises to get back. I refuse to hang-up, and call him on this point that everyone promises to get back – but no one does. At this juncture, the fine chap that he is informs me that it would be simpler if I had the endorsement copy in place.
Wait, what? So I waited 35 days for Cleartrip to get something which I am not supposed to get. Why did they not say the same in the first place? Why offer to do this if they do not really engage with the problem.
Look who’s talking!
At this point, I realized that screaming or ranting this won’t solve my problem. If I do not chose to do something about this state of issues, then my money is most certainly lost. Grumbling obscenities with Air India, I head on to T2.
I reach Air India’s office and explain that I need an endorsement copy for the flight number. The officer asks me the PNR number which I provide. She looks at the date for a minute and goes to the senior officer. He proceeds to process this (while handling 2-3 other emergencies), he asks me why did I not get this on the day of the flight itself. I narrate the entire incident to him and he gives me the copy in 10 minutes flat. My impression of Air India stands changed.
While this was happening, the Cleartripper (the last one) calls me and suggests me to get the endorsement copy to process the refunds. I email him the required photographs of the copy and there ends the matter.
As I was typing this post, I thought it might make sense to double check with Cleartrip. True enough, they haven’t yet received the endorsement copy from me. It seems that their CRM (which is Salesforce) is not configured to receive attachment to replies, and expects me to send a separate mail (not as part of the mail chain) to them. I send this, and receive acknowledgement of this. I have been told to wait for 2 days on this for any further update. There is a trust deficit in my mind when I talk about Cleartrip … a site which I have been using for around a decade now.
So who is not engaging here?
I don’t know! Is it Cleartrip or was it Air India that f**ked up?
Or was it me who simply did not chase these matters?
Does it have to be this hard? In this mess of exchanges, there were so many opportunities for one human to go the additional distance and close the gaps.
Air India could have given the endorsement copies the minute the cancellation was announced.
Cleartrip could have fetched this themselves and not kept buying time
I could have chased after both Air India and Cleartrip and addressed this matter. I certainly plan to do so now.
The Engagement Glue
If I have not lost you by now, most certainly you are piqued by what I mean by The Engagement Glue.
There are 4 basic interchanges happening here –
Purchasing the ticket on Cleartrip. I think they have nailed this experience.
The actual flight. Air India could not help here, the Gwalior airport is controlled by the army base and it shuts down operations after 3pm. The fog was a natural act, and could not be helped.
The cancellation process. This is where a clear engagement failure happened. Air India officials should feel more concerned about the emotions that a passenger goes through, and not cite policy.
The refund process. Another engagement failure, Cleartrippers should look further than providing text book responses. The user should also actively track this (I am the user), it’s his money after all!
In the last two points, there was a need to bridge the engagement gap with some understanding. With some Engagement glue. Human empathy could have been that glue.
At the end of this fiasco (when it ends!), all I want to say is that the trust with which I used to operate is lost and that could have been saved simply by being a bit more human-centric.
I see this in a lot of services, the great service providers go that bit extra and ensure that everyone around them feel customer delight.
The damn thing doesn’t end here!
26th January 2017. This addendum after 10 days.
After waiting for Cleartrip to respond, I called their Customer Care team up. It seems that their representative had forwarded the matter to the wrong team! I am being told to wait for 2-3 days more, guess I will keep this updated and see what comes of it.
This post was first published as part of a Publication on Medium, called Pause. If you like this one and want more such articles which make you stop and think for a moment, then definitely follow it on Medium.