The document discusses the importance of customer service advocacy. It notes that effective customer service meets customer expectations, desires, and unrecognized needs. This creates advocates, loyalty and satisfaction. The key aspects of good customer service are developing human connections, providing excellent assistance, anticipating customer needs, and aligning services and products to meet those needs. The foundation of customer service is focusing on the human element of the interaction.
Thinking Strategic About Social Business - The Community Roundtable
The document discusses the need for strategic social business planning to address organizational challenges from social media use. It defines social business planning as transforming an organization by bridging external and internal engagement for shared stakeholder value. The key is creating value through stakeholder collaboration, process improvement, and product innovation both internally for employees and externally for customers. Building a social business requires focusing on people, processes, and platforms to drive cultural transformation across the entire organization from communications to human resources. The path involves internal and external alignment through training, collaboration, and developing social enterprise and brand programs.
INSIDE Insights Presentation: How to Turn Your Employees into Brand Advocates
This document discusses how to turn employees into brand advocates through social media. It notes that while 90% of consumers trust recommendations from people they know, only 1 in 5 employees are currently brand advocates. The document outlines the benefits of an employee advocacy program, including increased awareness, engagement, lead generation and reduced costs. It also provides tips for empowering employees as advocates, such as tying the program to marketing initiatives and recognizing advocates. A case study shows how one company increased advocacy from 5-10% to 30-35% through their social employee program.
The document discusses how to build an advocate army by fostering brand advocacy both internally and externally. It defines advocates as customers who talk favorably about a brand and influence others through organic conversations. While individual advocate reach is small, the aggregate reach of many advocates can significantly impact a business. The document provides tips on identifying, managing, and amplifying advocates using appropriate technology platforms and content to engage both employee and customer advocates.
CAPSTONE is a service framework with elements of cloud based reports that look to combine customer experience/ loyalty research, real time behaviour models to prepare periodic scorecards that drive specific and measurable outcomes around customer engagement initiatives
Capstone helps in 2 ways:
- Capture early signs of adverse experience by capturing change in behavior
- Help diagnose and define corrective action by providing experiential drivers of behavior for a customer
This document discusses brand advocacy and why it is important for companies. It argues that advocacy is critical now because word-of-mouth recommendations strongly influence consumer purchase decisions, especially during an economic recession. The document provides two case studies, one on how Microsoft engaged advocates to promote its Windows Media Center and another on how the movie The Watchmen engaged advocates through various online and social media strategies. It concludes by discussing practical considerations for companies looking to develop advocacy programs, including understanding audiences, cultural trends, and positioning stories in an ethical manner.
Moving Beyond Like, Love and Loyalty to Real Customer Advocacy
This document discusses customer advocacy and outlines strategies for effective advocate marketing programs. It notes that brand advocates are the most trusted sources of information and are much more valuable than average customers. An effective advocate marketing program is tied to business objectives, clearly identifies advocates and their motivations, is designed to scale, uses engaging campaigns, and incorporates measurement and optimization. The document provides tips for finding advocates, establishing an organizational structure, using technology, and recognizing advocate efforts. It emphasizes that advocate marketing should focus on both the brand and customer expectations to build substance and marketplace dominance through a focus on customers.
How Brand Advocacy Through Customers Is The Need of the Era
Vishal Gondal, CEO of Indiagames and director of Disney UTV, placed an advertisement for a special discount code targeted at privileged customers. The ad campaign recognizes the top referrer of the month, who referred the most customers and earned the most money in referrals, as well as the highest spender of the month. The ad is part of a campaign on social media with the hashtag #KFBeerup.
1) President Obama was elected in 2008 in part because he inspired advocacy through authentic engagement online, raising over $500 million with many small donations.
2) Advocates are passionate supporters who spread information about brands they love through their trusted social circles, inspiring others to action.
3) While influencers promote brands for incentives, advocates genuinely love the brand and tell others without expectation of personal gain, creating long-term loyalty for companies that value customers.
The Age of Advocacy and Influence: 26 Stats Marketers Should Know
This document lists various sources including IBM, Jive, McKinsey, Deloitte, TechnoratiMedia, TNS, Fleishman-Hillard and Hearst Magazines, SNCARC, MarketingCharts, Comscore, Zuberance, McKinsey, HBS Press, Social Media Today, and Texas State University but provides no other context or information about the sources.
This document discusses the evolution of brands engaging with consumers on social media and the importance of cultivating brand advocates and passionate fans. It advocates for the use of social loyalty programs to develop long-term relationships with consumers and reward their engagement. The key points made are:
1) Consumer behavior has changed with the rise of social media, requiring brands to focus more on cultivating the most active fans and turning them into advocates through ongoing relationships.
2) Social loyalty programs can be used to incentivize specific consumer behaviors like engagement, sharing content, and providing reviews through rewards like points, status, and discounts to increase loyalty and advocacy over time.
3) When implemented properly as part of an overall social business
The Best Kept Secret in Customer Success: Customer Advocacy
Word of Mouth is the Holy Grail of marketing. But it's no longer just a nice thing to have; it's vital to your company. The voice of the customer is more powerful than ever before--not only should you be listening; you should be using it to fuel Marketing & Sales. Anthony Kennada, VP of Marketing at Gainsight, and Vinay Bhagat, CEO at TrustRadius, will teach you how to operationalize Word of Mouth using Customer Advocacy.
Greetings from Virtue Insight,
I am happy to invite you and your colleagues to be a sponsor/ delegate for our upcoming “IoT Asia Summit 2015” The conference will Be held on 07th October 2015, Matthan Hotel, Bangalore, India. Please find the detailed agenda for the same with this email.
Fmd:- + 91 9171350244 or deepak@virtueinsight.co.in, deepakrajvirtueinsight@gmail.com
This document discusses steps to improve customer service. It begins by recommitting to providing exceptional service and looking at examples from companies like Chick-fil-A. It stresses taking ownership of complaints, having well-defined processes and checklists, and using a B.L.A.S.T. system to believe customers, listen without fighting back, answer questions, satisfy their needs and build trust. The goal is to shift from a culture of just working to one of stewardship where customers feel truly cared for.
This document summarizes a presentation about building brands through customer experience. The presentation discusses defining customer experience, mapping customer journeys, and understanding customer motivation. It encourages companies to visualize all customer touchpoints and remember individuals as people remember people. The presentation also advocates mapping various customer journeys to identify unexpected interactions and experiences that matter most to customers. Finally, it suggests companies can build thousands of brands by engaging customers through personalized experiences that appeal to intrinsic motivations like status, access, power, and experiences rather than just extrinsic motivations like acquiring stuff.
The document discusses the importance of customer centricity in product management. It outlines key questions product managers should ask, including who the customer is, what problems they are trying to solve, and what the most important customer benefits are. The document advocates starting with the customer experience and using user research and data to understand customer needs and wants. It provides a real-world example of a streaming service that struggled until it focused on being customer centric and automatic curated playlists for different "layers of effort" customers want from their TV experience.
This document discusses how digital media has become the most influential channel for consumers to access information. It notes that consumers now have shorter attention spans and access media across multiple screens. Brands need to find new ways to compete for consumers' limited time and attention. The document advocates for a new brand communication model called "advocacy" which focuses on building long-term relationships with consumers and creating spreadable content. It discusses using opinion leaders called "efluencers" to increase online buzz and recommends being responsive to online conversations. The key is to identify the right advocates, understand their motivations like displaying coolness or knowledge, and listen to their discussions.
This document discusses building brand advocates in 3 steps:
1. Find advocates through email marketing, employees, industry events, and listening to customers.
2. Feed advocates with insider information, build relationships, and provide information to strengthen relationships.
3. Champion advocates through rewards, celebration, and recruitment of new advocates from existing ones. Advanced programs tie advocacy to CRM and email automation for continued engagement.
The document discusses the need for strategic social business planning to address organizational challenges from social media use. It defines social business planning as transforming an organization by bridging external and internal engagement for shared stakeholder value. The key is creating value through stakeholder collaboration, process improvement, and product innovation both internally for employees and externally for customers. Building a social business requires focusing on people, processes, and platforms to drive cultural transformation across the entire organization from communications to human resources. The path involves internal and external alignment through training, collaboration, and developing social enterprise and brand programs.
INSIDE Insights Presentation: How to Turn Your Employees into Brand AdvocatesJWTINSIDE
This document discusses how to turn employees into brand advocates through social media. It notes that while 90% of consumers trust recommendations from people they know, only 1 in 5 employees are currently brand advocates. The document outlines the benefits of an employee advocacy program, including increased awareness, engagement, lead generation and reduced costs. It also provides tips for empowering employees as advocates, such as tying the program to marketing initiatives and recognizing advocates. A case study shows how one company increased advocacy from 5-10% to 30-35% through their social employee program.
The document discusses how to build an advocate army by fostering brand advocacy both internally and externally. It defines advocates as customers who talk favorably about a brand and influence others through organic conversations. While individual advocate reach is small, the aggregate reach of many advocates can significantly impact a business. The document provides tips on identifying, managing, and amplifying advocates using appropriate technology platforms and content to engage both employee and customer advocates.
CAPSTONE is a service framework with elements of cloud based reports that look to combine customer experience/ loyalty research, real time behaviour models to prepare periodic scorecards that drive specific and measurable outcomes around customer engagement initiatives
Capstone helps in 2 ways:
- Capture early signs of adverse experience by capturing change in behavior
- Help diagnose and define corrective action by providing experiential drivers of behavior for a customer
This document discusses brand advocacy and why it is important for companies. It argues that advocacy is critical now because word-of-mouth recommendations strongly influence consumer purchase decisions, especially during an economic recession. The document provides two case studies, one on how Microsoft engaged advocates to promote its Windows Media Center and another on how the movie The Watchmen engaged advocates through various online and social media strategies. It concludes by discussing practical considerations for companies looking to develop advocacy programs, including understanding audiences, cultural trends, and positioning stories in an ethical manner.
Moving Beyond Like, Love and Loyalty to Real Customer AdvocacyHub+company
This document discusses customer advocacy and outlines strategies for effective advocate marketing programs. It notes that brand advocates are the most trusted sources of information and are much more valuable than average customers. An effective advocate marketing program is tied to business objectives, clearly identifies advocates and their motivations, is designed to scale, uses engaging campaigns, and incorporates measurement and optimization. The document provides tips for finding advocates, establishing an organizational structure, using technology, and recognizing advocate efforts. It emphasizes that advocate marketing should focus on both the brand and customer expectations to build substance and marketplace dominance through a focus on customers.
How Brand Advocacy Through Customers Is The Need of the EraSorav Jain
Vishal Gondal, CEO of Indiagames and director of Disney UTV, placed an advertisement for a special discount code targeted at privileged customers. The ad campaign recognizes the top referrer of the month, who referred the most customers and earned the most money in referrals, as well as the highest spender of the month. The ad is part of a campaign on social media with the hashtag #KFBeerup.
1) President Obama was elected in 2008 in part because he inspired advocacy through authentic engagement online, raising over $500 million with many small donations.
2) Advocates are passionate supporters who spread information about brands they love through their trusted social circles, inspiring others to action.
3) While influencers promote brands for incentives, advocates genuinely love the brand and tell others without expectation of personal gain, creating long-term loyalty for companies that value customers.
The Age of Advocacy and Influence: 26 Stats Marketers Should KnowBRANDERATI
This document lists various sources including IBM, Jive, McKinsey, Deloitte, TechnoratiMedia, TNS, Fleishman-Hillard and Hearst Magazines, SNCARC, MarketingCharts, Comscore, Zuberance, McKinsey, HBS Press, Social Media Today, and Texas State University but provides no other context or information about the sources.
The Power of Loyalty & Advocacy - OverviewJim Clark
This document discusses the evolution of brands engaging with consumers on social media and the importance of cultivating brand advocates and passionate fans. It advocates for the use of social loyalty programs to develop long-term relationships with consumers and reward their engagement. The key points made are:
1) Consumer behavior has changed with the rise of social media, requiring brands to focus more on cultivating the most active fans and turning them into advocates through ongoing relationships.
2) Social loyalty programs can be used to incentivize specific consumer behaviors like engagement, sharing content, and providing reviews through rewards like points, status, and discounts to increase loyalty and advocacy over time.
3) When implemented properly as part of an overall social business
The Best Kept Secret in Customer Success: Customer Advocacy Gainsight
Word of Mouth is the Holy Grail of marketing. But it's no longer just a nice thing to have; it's vital to your company. The voice of the customer is more powerful than ever before--not only should you be listening; you should be using it to fuel Marketing & Sales. Anthony Kennada, VP of Marketing at Gainsight, and Vinay Bhagat, CEO at TrustRadius, will teach you how to operationalize Word of Mouth using Customer Advocacy.
Greetings from Virtue Insight,
I am happy to invite you and your colleagues to be a sponsor/ delegate for our upcoming “IoT Asia Summit 2015” The conference will Be held on 07th October 2015, Matthan Hotel, Bangalore, India. Please find the detailed agenda for the same with this email.
Fmd:- + 91 9171350244 or deepak@virtueinsight.co.in, deepakrajvirtueinsight@gmail.com
This document discusses steps to improve customer service. It begins by recommitting to providing exceptional service and looking at examples from companies like Chick-fil-A. It stresses taking ownership of complaints, having well-defined processes and checklists, and using a B.L.A.S.T. system to believe customers, listen without fighting back, answer questions, satisfy their needs and build trust. The goal is to shift from a culture of just working to one of stewardship where customers feel truly cared for.
This document summarizes a presentation about building brands through customer experience. The presentation discusses defining customer experience, mapping customer journeys, and understanding customer motivation. It encourages companies to visualize all customer touchpoints and remember individuals as people remember people. The presentation also advocates mapping various customer journeys to identify unexpected interactions and experiences that matter most to customers. Finally, it suggests companies can build thousands of brands by engaging customers through personalized experiences that appeal to intrinsic motivations like status, access, power, and experiences rather than just extrinsic motivations like acquiring stuff.
The document discusses the importance of customer centricity in product management. It outlines key questions product managers should ask, including who the customer is, what problems they are trying to solve, and what the most important customer benefits are. The document advocates starting with the customer experience and using user research and data to understand customer needs and wants. It provides a real-world example of a streaming service that struggled until it focused on being customer centric and automatic curated playlists for different "layers of effort" customers want from their TV experience.
Cadbury failed to do user research when changing the recipe for Curly Wurly candy bars. The new recipe made the bars less stretchy, contrary to how consumers enjoyed them. This led to a public backlash and Cadbury had to return to the original recipe, wasting time and money. User research could have prevented this issue by understanding what consumers wanted from the product.
The document discusses the future of information architecture and key trends in the field. It notes that information architecture aims to connect users seeking information with businesses providing that information. Some important trends it identifies include the increasing speed and simplicity of search, the rise of visualization and interactive tools, personalized organization of information, and information architects taking on more leadership roles.
How Social Networks Generate Leads 2009 New2 Event Version Fp Gurnee IiSocial Jack
This is from our live event last week in Gurnee IL. We want to thank everyone from the Gurnee Chamber of Commerce - showing that a chamber can grow in a tough economy!
The document provides guidance on conducting informational interviews to help with career planning and job searching. It advises identifying target companies and individuals within those companies to contact. Suggestions are given for creating a target list, marketing plan, cover letter, and follow up after the interview. Sample questions are listed to ask during informational interviews as well as tips for proper preparation, dress, and follow up etiquette. Recommended online resources on informational interviews are also provided.
AWS Summit Singapore - Working Backwards from the CustomerAmazon Web Services
Huang, Innovation Advisory – Professional Services, ASEAN, AWS
Innovation starts with the working backwards from the customer. In this session, we will share how this approach plus culture and other mechanisms can enable everyone to be an innovator. Hear about how your company can build an effective system and an environment that will foster and support human creativity and drive technological progress.
Be Found And Find A Job Fast Webinar 6 18 2010Anita Lauhoff
The webinar covered strategies for using LinkedIn effectively in a job search, including completing a profile, building a professional network, researching companies and positions, and networking. Recruiters seek candidates who are active on LinkedIn and can showcase their brand and value. The presentation provided tips on customizing outreach messages to recruiters and hiring managers, as well as practicing an elevator pitch to concisely communicate qualifications and experience.
The document discusses why traditional marketing methods are failing businesses today and provides nine ideas for a more effective marketing approach focused on identifying the right customers, eliminating the wrong ones, revolutionizing the business, delighting customers, and turning delighted customers into devoted ones through great customer experiences and service. The overall message is that businesses need to find new and different ways of attracting, engaging, and retaining customers in today's competitive landscape.
This document provides advice on addressing common myths about job searching and professional networking. It recommends focusing on strengths when job searching, using power statements to highlight accomplishments and their impact, and actively networking through informational interviews. Maintaining a routine, researching companies, and staying positive are also emphasized as important to finding employment opportunities.
The document discusses the steps to get writing help from HelpWriting.net. It outlines registering for an account, completing an order form with instructions and deadline, reviewing writer bids and choosing one, and revising the paper until satisfied. It notes free revisions are provided and plagiarized work will be refunded.
Prof. (Dr.) Amit Jain - Marketing VS Positioning Monika Bakshi
This document discusses digital marketing strategies and tools. It begins by defining marketing and digital marketing. It then compares traditional marketing concepts like the 4Ps to digital marketing approaches. It outlines key digital marketing objectives like reaching the right audience and generating return on investment. It also describes important digital marketing tools and strategies for generating traffic, capturing customer information, nurturing relationships, converting customers, and retaining customers. These include search engine optimization, social media marketing, email marketing, and content marketing. The document emphasizes that digital marketing requires an optimized strategy to achieve business goals.
Chase Technology Consultants with Jared FranklinEFactor Global
Jared Franklin is the president and founder of Chase Technology Consultants, a technology consulting firm based in Boston that has experienced significant growth since being incorporated in 2007, now employing 21 full-time staff. The document discusses Chase's philanthropic community involvement program that donates to charity for each new placement, and outlines the benefits this program provides both internally for employee recruitment and externally for customer relationships. It also shares positive feedback and recommendations the company has received from clients and placements.
Microsoft Power Point Networking West Libr 9 24 09.Pptkarincombs
This document provides information on the importance and benefits of networking for job searches. Some key points include:
- Networking involves cultivating relationships and exchanging information that can help with employment and business opportunities.
- Most jobs (90%) are not advertised, and networking is responsible for obtaining 75% of good jobs.
- Certain industries in Ohio are projected to experience high growth over the next 10 years, providing networking opportunities.
- Effective networking methods include attending events, using professional social media sites like LinkedIn, and following up with contacts by phone and email. Regular networking is encouraged for ongoing job searching success.
CDI Founder Workshop Session 4 - Lean Startup Methodologies - Kayla Trautwein- EvoNexus (https://www.linkedin.com/in/kayla-trautwein-b3bbb621)
Time/ Date- Nov 8th, 6p-8p
Description- Founders often fall into a trap: building a solution for a problem they aren’t sure that their customer really has. With so many options available to consumers, it’s difficult for businesses to stay above the noise. No longer can we ask “Can we build this?” Rather, the question has become “Should we build this?” In other words, “Are we building something that customers really want/need?” After all, the customer is always right.
One of the biggest challenges for entrepreneurs is finding product-market fit, and this journey all begins with customer development. The Lean Startup Methodology will teach you best practices in customer development which will lead you to determine whether to 1) improve the solution you have built, 2) change direction (pivot) or 3) abandon your product or service and try something new. With the odds of failure so high for today’s startups, the Lean Startup Methodology offers an essential regimen for failing fast and iterating so that you have a better chance for success.
Homework-
Watch “The Lean Approach: The Lean Method” with Steve Blank by the Kauffman Founders School.
Watch “The Lean Approach: Getting Out of the Building: Customer Development” with Steve Blank by the Kauffman Founders School.
Read “Customer Development: What Questions Do You Ask Potential Customers?”
Watch “Good and Bad Examples of Customer Interview Questions.”
Engagement
From the video and blog content, you’ve learned that in order to keep driving your product/service in its current direction you should have some validation from potential customers. In the Lean Startup Methodologies Session we’re going to walk through some sample customer interview exercises to help you think about ways to get closer to product/market fit and give you tools to help determine when it’s necessary to make a pivot. If you don’t currently have a startup you’re working on, no problem. This session will still be beneficial as you think about other applications for customer interviews, whether it’s in your current job or in a networking scenario.
The document discusses surrounding the consumer by providing definitions of key terms related to consumer research, including primary and secondary research, qualitative and quantitative research, observation, and analytics. It also discusses common motivations that influence consumer behavior, such as friends and family, advertising, economic conditions, emotions, life stage, company behavior, product innovation, and news cycles. Finally, it outlines areas of growth for understanding consumer motivations, including social networks, friends, behavior, societal pressure, and biology.
Have Job Search Strategies changed since you last looked for work. Have you done everything you can think of but you still don't have a job. Have questions about developing relationship with people who can help you. Need help identifying and connecting with the decision makers. Check out this presentation and contact me after hiremecaptialarea@gmail.com
The document discusses challenges in the current job market and strategies for effective job searching. It notes that 54% of households have had someone unemployed this year, and that the population over 55 will increase significantly in the next decade. Traditional job searching methods are often ineffective, and the document recommends relationship-building through networking as a key strategy. Effective personal branding, online presence, and gaining relevant skills and experience are also emphasized as important for finding new opportunities.
This document summarizes a talk on using social media for businesses. It discusses how social media can be used to [1] communicate with customers, [2] deepen relationships by sharing stories and building a brand, and [3] provide customer service. It provides tips on choosing platforms, engaging communities with questions and photos, listening to conversations, and using tools like hashtags, IFTTT and search alerts to automate posts and find relevant discussions. The aim is to thoughtfully represent your business online to connect with customers.
Yar! Thar be Sharks! Civility and Anonymity OnlineJulie Strange
this is one piece of the presentation given at SuperCon (Ontario Libraries) February 2012, WNYLRC (Western New York Libraries) April 2012, Maryland Library Association (May 2012), and OCLC QuestionPoint Best Practices in Virtual Reference Symposium (virtual) June 2012.
This document discusses Google+ and its features like Hangouts. It provides tips for using Hangouts, including starting a Hangout and sharing screens. Circles are mentioned as a way to curate content and communities on G+. The document also notes potential issues like privacy and security on Google+ and the internet.
1. The document provides tips and strategies for free marketing that libraries can try today, including assessing needs, refining messaging, engaging the community, and evaluating results.
2. It encourages libraries to understand user needs, create clear messages, get involved locally, and continuously improve through assessment.
3. The presentation was given by Lindsay Sarin, Andrea Snyder, and Julie Strange and includes ideas like using staff and data to assess needs, simplifying language, brainstorming bold ideas, and maintaining an open mind as a librarian.
Steal These Ideas: 11 Free Marketing Strategies You Can Try TodayJulie Strange
This document provides 11 free marketing strategies for libraries to try. It recommends starting with a good foundation by assessing current positioning, creating a clear blueprint and goals, and removing obstacles. It also suggests renovating when necessary by examining what works for others, simplifying messages, and making small improvements. The document stresses performing constant maintenance through regular evaluation, being open to new ideas, engaging the community, and building an ongoing toolkit of strategies.
Is Virtual Reference Worth the Effort? Julie Strange
Virtual reference services provide benefits that align with core library values such as access, service, collaboration, and relationships. By expanding effective service hours, improving service models, and playing well with others through collaboration, virtual reference breaks down barriers and expands access to library resources. If supported, virtual reference services can revolutionize library services through ongoing improvements and help build strong relationships with customers.
The document discusses best practices for virtual reference and chat services. It provides tips for getting started with virtual reference such as practicing, shadowing others, focusing on customers, and having confidence. It also outlines behaviors for successful virtual reference like welcoming users, listening, clarifying needs, keeping users informed, and providing professional assistance. Finally, it recommends best practices for managing virtual reference like developing policies, training staff, regularly reviewing transcripts, and evaluating performance.
This is why I got into library work: How virtual reference IS the future of l...Julie Strange
Services like Maryland AskUsNow! are increasingly important in a world where budgets are shrinking and customers increasingly rely on technology to communicate. Through the use of virtual reference, we can “get back to basics” and provide additional access to our customers, whom we exist to serve. Julie Strange will discuss the importance of virtual reference in an era of expanding audiences and shrinking budgets. Stephanie Petruso will teach you how to grab the “teachable moment” with customers. Jessica Chaiken will focus on where special libraries fit in virtual reference. Kendra Frost will show how even “wacky” or seemingly inappropriate chatters can be engaged by librarians!
Now! That's What I call customer Service!Julie Strange
In this ever changing world, customers are more and more taking advantage of available technology to communicate with library staff. E-mail and virtual services like AskUsNow! have joined the more traditional options of in-person or telephone interaction. One thing that doesn’t change, however, is the expectation, opportunity and obligation for staff to provide outstanding customer service regardless of the medium. Julie Strange shares proven techniques for providing outstanding customer service in the electronic age. Participants will be able to identify at least three factors that define excellent customer service no matter what the medium and name at least four key parts of an outstanding e-mail reference interaction/response.
Tweet What? 6 Sweet Ways to Connect in 140 Characters or LessJulie Strange
Presentation for NJLA2009.
"Two top twitterers will show you how to use this popular application to connect with your customers for reference, customer service, and more! Tweet your way to a network of customers and colleagues, reach new users, and get 24/7 personal and professional development using “Twitterbrarians.” Learn how to start tweeting and connecting with those who use their computers and mobile devices to send and receive updates using this simple tool."
Julie Strange, Statewide Coordinator of Maryland AskUsNow! and Amy Kearns, CJRLC
Christmas Decorations_ A Guide to Small Christmas Trees, Candle Centerpieces,...Lynch Creek Farm
Transform your home into a festive wonderland this Christmas with our guide to small Christmas trees, elegant candle centerpieces, and unique wreaths for your front door. Discover the perfect small Christmas tree for limited spaces, learn how to create stunning candle centerpieces, and find the best unique wreaths for your front door to welcome guests. Embrace sustainable decorating ideas, personalize your decor, and achieve a cohesive holiday look that spreads joy throughout your home.
ConvertKit: Best Email Marketing Tool for 2024Rakesh Jalan
Front Slide
ConvertKit: Best Email Marketing Tool for 2024
Next Slide
What is Email Marketing?
Email marketing involves promoting products or services via email to potential customers. Tools like ConvertKit enhance the effectiveness of email marketing by helping you reach your target audience and elevate your business.
Next Slide
What is ConvertKit?
ConvertKit is a top email marketing tool, favored by content creators and small businesses. It offers features like automation, landing pages, sequencing, and broadcasting, making it ideal for generating and converting leads efficiently.
Next Slide
Key Features of ConvertKit
1. Landing Pages: Easily create customizable landing pages.
2. Forms: Embed forms on your website to generate leads.
3. Automation: Automate email responses with pre-built templates.
4. Broadcasting: Send personalized emails to thousands of subscribers.
Next Slide
Key Features of ConvertKit
5. Sequencing: Automate email series to convert leads into customers.
6. Integration: Integrate with platforms like affiliate sites and e-commerce.
7. Commerce: Start an e-commerce business without a website.
8. Creator Pro: Advanced features for selling high-cost products.
Next Slide
How ConvertKit Can Help Your Business Grow
1. Convert Casual Visitors: Turn social media followers into subscribers.
2. Build Relationships: Customize emails to build strong audience relationships.
3. Source of Earnings: Use trust to convert subscribers into sales.
Next Slide
Join ConvertKit Affiliate Program
ConvertKit's affiliate program offers free training, premium tools, and a 30% commission for referrals.
Next Slide
ConvertKit Pricing Plans
ConvertKit has Monthly and Yearly plans with Free, Creator, and Creator Pro tiers. Start with the free plan and upgrade as needed.
Next Slide
ConvertKit Alternatives
1. Mailchimp: All-in-one marketing platform.
2. GetResponse: Focus on landing pages and email lists.
3. ActiveCampaign: Advanced follow-up sequences.
4. AWeber: Building mailing lists and designing newsletters.
Next Slide
ConvertKit vs. Mailchimp
- Automation: ConvertKit offers advanced options.
- Landing Pages: ConvertKit has more templates.
- Customer Support: ConvertKit offers 24/7 support in all plans.
- Email Sending Limit: ConvertKit allows unlimited emails.
- Migration: ConvertKit offers free migration services.
Next Slide
ConvertKit vs. GetResponse
- Simplicity: ConvertKit is user-friendly for small businesses.
- Sequencing: Easier to use in ConvertKit.
- WordPress Plugin: Available in ConvertKit.
- Charges: No charges for duplicate signups in ConvertKit.
Next Slide
Conclusion
Email marketing is an excellent method to showcase your business and sell high-value products. ConvertKit is a robust tool to help you reach your target audience and start earning.
With their ubiquitous presence in everyday transactions, credit card payment solution not only facilitate seamless payments but also shape global economic landscapes and consumer behaviors. Visit us at: https://webpays.com/credit-card-payment-solution.html
Guide to Obtaining a Money Changer License in SingaporeEnterslice
Obtaining a Money Changer License in Singapore involves thorough preparation and adherence to regulatory guidelines. Applicants must submit a detailed business plan, demonstrate financial stability, and fulfill stringent anti-money laundering requirements. The Monetary Authority of Singapore (MAS) carefully evaluates each application to ensure compliance with regulatory standards before granting the license.
More Information:- https://enterslice.com/sg/money-changer-license-in-singapore
Staffan Canback - The 18 Rays of Project ManagementTellusant, Inc.
A while back I created this training material for project managers in 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆 𝗰𝗼𝗻𝘀𝘂𝗹𝘁𝗶𝗻𝗴. I am now sharing it widely since it is useful to a broader audience.
A central theme is that project management is much more than putting together presentations. It covers all kinds of high-level cognitive efforts, which is why it is exciting (at first).
It is also important to note that you do not improvise your way into project management. It is a well-developed craft that is far down its experience curve.
I started my career at McKinsey & Company in 1984 and was an Engagement Manager between 1986 and 1989. I then became a partner. So my project management days are long gone, but I have interacted with and trained countless young consultants since.
The document is not a manual. If you follow it 100% you would not have time to do your project management job. But I trust there is always an idea or two that is useful on any project.
To me, the most difficult part of this document was to create the 18 rays with the grey contours. It involves some trigonometry. Getting this right was fun.
Travel Tech Pitch Deck | ByeByeCity,com - Short Breaks Discovery & Booking Pl...Rajesh Math
ByeByeCity.com is a platform where users can discover and book short breaks by using the only web booking engine in India which uses advanced algorithms to sell Non-Standardised Travel Inventories. It is aggregating a fragmented market to build the long tail of the Travel Market.
PROVIDING THE WORLD WITH EFFECTIVE & EFFICIENT LIGHTING SOLUTIONS SINCE 1976PYROTECH GROUP
Simple Ways to Make Your Commercial Space More Energy Efficient
In today's world, being energy efficient isn't just good for the planet—it's also good for your wallet. Whether you run a small shop or a large office building, there are plenty of simple steps you can take to reduce your energy consumption and save money on utility bills. Let's dive in!
1. Upgrade Your Lighting: One of the easiest ways to save energy is by switching to energy-efficient lighting options like LED bulbs. LEDs use significantly less energy than traditional incandescent bulbs and last much longer, so you'll save money on both energy and replacement costs in the long run.
2. Install Motion Sensors: Do you have areas in your commercial space that aren't always in use, like storage rooms or bathrooms? Consider installing motion sensors that automatically turn lights off when no one is around. This simple addition can lead to significant energy savings over time.
3. Optimize Heating and Cooling: Heating and cooling can account for a big portion of your energy bills, especially in larger commercial spaces. To save energy, make sure your HVAC system is properly maintained and consider investing in a programmable thermostat. You can also encourage employees to dress in layers to reduce the need for excessive heating or cooling.
4. Seal Leaks and Insulate: A well-insulated building is more energy efficient because it retains heat in the winter and keeps cool air in during the summer. Check for drafts around windows and doors and seal them with weather stripping or caulking. Adding insulation to walls, floors, and ceilings can also make a big difference in your energy consumption.
5. Use Energy-Efficient Equipment: When it's time to replace old appliances or equipment in your commercial space, opt for energy-efficient models. Look for the ENERGY STAR label, which indicates that the product meets strict energy efficiency guidelines set by the Environmental Protection Agency.
6. Encourage Energy-Saving Habits: Sometimes, the simplest changes can have the biggest impact. Encourage employees to turn off lights and electronics when they're not in use, unplug chargers and other devices when they're fully charged, and use natural light whenever possible.
7. Conduct an Energy Audit: If you're serious about improving energy efficiency in your commercial space, consider hiring a professional to conduct an energy audit. They'll assess your energy usage and identify areas where you can make improvements, ultimately helping you save even more money in the long run.
8. Educate and Involve Employees: Finally, don't forget to involve your employees in your energy-saving efforts. Educate them about the importance of energy efficiency and encourage them to come up with their own ideas for saving energy in the workplace. When everyone is on board, you'll see even greater results.
LED , Lights , Manufacturers in India , Efficient Lighting , Quality Products
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7. Meets Expectations Meets Desires Meets unrecognized needs from the book Peak: How Great Companies Get Their Mojo From Maslow , by Chip Conley Creates Advocates Creates Loyalty Creates Satisfaction
8. the human connection excellent assistance anticipating needs aligning services and products Customer Service Foundation
9. the human connection excellent assistance anticipating needs aligning services and products Customer Service Foundation
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14. the human connection excellent assistance anticipating needs aligning services and products Customer Service Foundation
25. photo credits happy cookie: http://www.flickr.com/photos/visualpanic/1996389857 snow dog: http://www.flickr.com/photos/andrewmorrell/43386748 42 flustered dog: http://www.flickr.com/photos/silenu s81/3275372302/ reception: http://www.flickr.com/photos/austinevan/32 2540959 active listening: http://www.flickr.com/p hotos/sanfranannie/3116688849/ not a robot: http://www.flickr. com/photos/morinoko/2574346438/ banana: http://ww w.flickr.com/photos/fornal/437703236 brick wall: http://www.flickr.co m/photos/joriel/2360038974/ Steven Cohen: http://www. flickr.com/photos/trucolorsfly/2971172784 faster horse: http://www. flickr.com/photos/12535801@N03/3048449169/ broken chain: http://www.flickr.com/photos/32623546@N05/36395607 35/ beach, thank you: http://www.flickr.com/p hotos/gi/304120801
Editor's Notes
Thank you! My name is Julie Strange and i'm the Statewide Coordinator for Maryland AskUsNow! - the statewide virtual reference service for Maryland. my job as coordinator is to make sure that the 200+ people who use AskUsNow! everyday get good customer service. I have a few things i’d like to share with you about customer service and how it really is the most important and easiest thing to do in your libraries, but throughout the next hour i’m going to be asking for a lot of participation from you guys- i want to talk about specifics in your libraries so we can all help each other perhaps solve some problems or come up with new ideas as well as letting you know that you’re probably all on the right track. Sound good? Okay.. I use the word customers, but as we go through my talk I invite you to fill in whatever word you prefer to use – user, patron, client, researcher, etc. “ Customer service” is one of those phrases that can elicit some negative emotions and cringes among library professionals because it’s a phrase traditionally used in business – and often something we complain about on a personal level when we’re the customers. It seems that most businesses these days are providing experiences that give us negative stories to tell instead of positive ones. To start out everyone on the same foot, i’d like to see what customer service means to you. On your handout, please take a moment and write down a one sentence definition of customer service.
For me, "customer service" is what an organization does to make sure that their customers have good experiences. And we have lots of opportunities to do this - at each point of contact with us, our buildings our services, our websites, etc, we have an opportunity to make a good impression on our customers. I call all those little opportunities “moments of truth” because it at each of those contact points we’re either going to do a good job or do a bad one. Your customers are going to have an experience no matter what we do but we want to make sure they have…
… this kind of experience and...
… not this kind.
I have a 3 minute video i'd like to share with you about the kind of thing i'm talking about- that building great experiences doesn’t have to take any additional money, training or staffing- just a little creative thinking and problem solving. http://www.youtube.com/watch?v=8T54rQrMleA Do you all have the warm fuzzies now? This is just one example of why having a customer focus and building those relationships are so important, it has a HUGE ROI. Experiences like these make our interactions personal, emotional, and through these we begin to create advocates for ourselves, our services and our libraries and market ourselves to non-users and users alike. We create spokespersons for our work- people who will tell others about us- Word of Mouth marketing is very powerful and people tell our stories no matter what – we want to make sure they’re telling good stories about us, not bad ones.
I’d like to use real-world examples so lets take a few minutes to share some excellent customer service you’ve experienced- what made it so good? was it the act itself or the intent behind it?
You’re all familiar with Maslow’s Hierarchy or needs? With sleep, food, etc on the bottom and creativity and self-actualization at the top? Well this is the hierarchy of service. At the bottom here we have what I consider “doing your job.”- the very basics- the equivalent to feeding yourselves. It’s here, when we succeed at meeting people’s expectations that our customers are satisfied. But satisfaction is at the bottom- I think of satisfied as “it wasn’t horrible, it wasn’t great- it was just a run of the mil… the “you were doing your job right” experience. I don’t have emotional stories to go along with that because these types of interactions don’t stand out in your mind. A step above that is meeting our customer’s desires. It’s in here that we provide that little extra- they asked for Y and we gave them Y but with Z and a smile AND we followed up with them a week later to see if they needed anything else additional. Here is where we start to create loyalty- people start to understand that we’re not just doing our jobs but that we’re are connecting with them,, really understanding what they’re involved in and making sure they know we’re available to help. At the top here we have Meeting Unrecognized Needs – It’s only after meeting the first two needs that we’re able to really figure out how we can work in this top zone here. Its after we’ve gotten to know our customers and their needs that we’re able to think creatively as information professionals to figure out how we might change our services or do things a little differently to fill a need that our customer’s didn’t even know they had until we filled it. It’s here that we create advocates - people who know our value and tell our story to others.
So how do we get to there? let’s pick this apart. Here's what i see as the four pieces that make up a great customer experience There's the human connection, excellent assistance, anticipating the needs of your customers and aligning services and products.
Let’s start with the human connection as is the easiest piece of the puzzle- THe things that fall into this category i’m assuming you’re already doing and doing well.
It includes things like being approachable - making eye contact, smiling at people in your view. Also being approachable to people who aren’t right there in front of you - making sure that those people know you’re there and what you can do for them. Librarians and libraries have a tendency to assume people know what we do and how, but that isn’t always the case.
When you’re in the interaction with someone, having a conversation, not just a “reference interrogation.” There’s also being being or appearing to be interested in what they’re working on - and how we can help them. Active listening is very important. It’s through caring what they’re working on and not just taking each interaction or information request as a singularity but as the building blocks to a relationship between you and your customers. Its through the relationships we build and conversations we have that we create the understanding that we’re not not just an information service, but rather humans that people can connect with on a deeper level – the thing that differentiates us, the information professionals, from our databases or search engines.
We are not robots.
the best part about being someone our customers can connect with is that we’re able to have a little fun, with them, or how we do things, or the services we provide. Professional level assistance doesn’t automatically dismiss “fun.” I have a one minute video on the kind of thing i’m talking about - thinking out of the box a little... http://www.youtube.com/watch?v=2lXh2n0aPyw What other things do you think fall into this “relationship building” or “human connection” piece?
So coupled with the relationship building is the excellent service that you provide your customers. Again, i assume that this is a place in which you excel -that your customers are getting what they need when they need it. I’d like to talk about two main things in this category that i see are really big issues in providing excellent assistance. One is Brick walls and the other is something i call “moving the question not the customer”.
First, brick walls. A brick wall is a barrier. in this instance, a barrier between the customer and what they’re looking for. And what’s both great and horrible about this barrier is that the librarian is in charge of building it - or not. Barrier’s come in the form of “no” or “can’t.” as in “Do you have information on x”... “no we don’t.” instead of “we don’t, but we can try ILL or databases or... etc etc etc” Brick walls are easy things to avoid, however - simply by offering an alternative, by turning a “no” or a “can’t” into a yes. There is always something we can do. Even if we don’t have what the person is needing, we can at least get them started on the right path to finding it. There is always something we can do.
My second big item in providing excellent assistance is something i call “moving the question, not the customer.” This mindset helps eliminates the “transfer syndrome” that we get a lot in support call centers – they’ll keep transferring you around until you get fed up and hang up or someone actually helps you. Moving the question not the customer means that you are the person that the customer asked- you are responsible for getting the answer. This is probably less an issue in small libraries such as yours but can be a big problem with large consortiums like AskUsNow!- If a customer comes to you, you’re the one who is responsible for getting the answer to the customer, rather than making the customer go find the answer. A simple example of this is when a customer comes into chat and asks about a fine on their account. because we do not have a statewide OPAC, local librarians need to be the ones to answer this question. The right way to handle this question is to ask the customer for all the information - cared number, etc, and verify their local library and their email address - and then let them know that someone from their local library will email them in the next 24 hours. The wrong way of handling the same situation would be to say, “I don’t have access to that information, please call your local library.” Actually that is an example of both putting up a barrier AND moving the customer instead of the question. Saying “i don’t have access” is the wall- you didn’t explain WHY you don’t have access, you just basically said “it’s not my job to help you.” and the “please call your library” is the moving the customer piece - they’ve already contacted their library - through their statewide system - and therefore should not be told to call them as well. That’s basically saying “you chose poorly. don’t chat. use the phone.” which then makes them ask us why we have a 24/7 chat service if we’re just going to ask them to call their library anyway. It’s a training issue.
Number three in the creating a good experience puzzle is anticipating the needs of your customers. You can only do that if you’ve built up a relationship with them and know what they need. Knowing your community of users and understanding what they need means that you’ll be able to provide it before they ask for it.
This is a friend and colleague Steven Cohen. He’s a law librarian in New York and he does something for his customers that really exemplifies anticipating needs– he has set up RSS feeds and email alerts within databases and websites that alert him to anything new happening on the topics that his lawyers are working on- so as soon as it happens he can forward the information on to his clients, the lawyers who are in turn always in-the-know. He’s aligned himself as a partner in crime so to speak – as a more valuable part of the institution as a whole - of his community. and because of that you can bet that when budgets get tight at his firm that the library won’t be the first on the chopping block. What are some things that you’re already doing similar to this in anticipating the needs of your customers?
The final piece is aligning services and products. Making sure that our services and products are as helpful as we are. Specifically I’m talking about innovation and eliminating breakage... this is kind of at the top of that hierarchy i showed earlier.
By Innovation i mean things along the lines of not just giving your customers what they want, but giving them what they didn’t know they wanted until they got it. Like the automobile. Henry Ford said if he had asked his customers what they wanted, they’d have asked for a faster horse. he took what he knew of his customers and took his brilliance and innovation and did something different. Just because your customers asked for something doesn’t mean that’s what they want - customers ask for the present, we can build for the future.
In addition to innovation, and actually, probably before innovating, or perhaps while innovating, an organization should be looking to eliminate breakage. What do I mean by breakage? I’m going to let Seth Godin explain that one a little. I have a video, it’s listed on your handout… its twenty minutes long but I’m only going to show you the first minute or so of it so you get the idea but I really hope you will watch the rest of the video at your leisure- it’s really excellent. http://www.ted.com/talks/seth_godin_this_is_broken_1.html or http://vimeo.com/4246943 You want to pay attention to t hings that are broken – things you think are broken, things your customers think are broken – and I’d like to add, things your non-users think are broken. And we know the people who aren’t using the library think something is broken because they’re not using the library! So why aren’t they? Have you asked them? What do they think is broken? How can we fix it? Looking to things that are broken is one way to ensuring that your providing the best possible service. And asking them is the best way of finding out what they need, want, would like, etc. It’s the best way of reframing what we do day in and day out into a different perspective - perhaps shedding light on something we never thought of before. Bringing customers in as cocreators is a great way to build those relationships.
So what might be broken in your libraries? Let’s talk about it and see if we can’t come up with a plan to fix some of these things.
We have xx minutes left and I’d like you to take a moment and write down one or two things that you’re going to do based on what you’ve learned so far today- either something you’re already doing that you think you can improve, something you want to fix, something you want to start doing - anything. There’s nothing I hate more than going to a conference and getting all worked up and “oh I’m going to do this and oh that’s great” and then getting back to my library and it being an effort to not get sucked back into the daily routine. So create yourself an action plan and give yourself a timeline.