LIfestyle: Business - Out of the (Suggestion) Box: 3 Fun Ways of Getting Customer Feedback

Asking for customer feedback is never easy, especially in person. The potential for being “put on the spot” is heavy on both parties, and is generally avoided. But thanks to the internet, it’s a lot easier to give unsolicited feedback. Online accounts for people and for businesses work on so many levels, as consumer protection and free marketing. But as it has opened the valves on people’s opinion, it released a torrent of opinion.

Starting with anonymous accounts, to the various Like/Dislike, +1, ReTweets, and Favorites, customer feedback is getting more and more important to host and to guest. Companies like TripAdvisor rely mainly on guest recommendations and warnings to hostels and hotels alike. A business owner should only Google their own business name to find out what are being said about them.

A common practice some years ago was to type in “I hate (company name)” to see if that web page was constructed. But it seems to have died out in the advent of social networking sites. It seems people prefer to let their friends hear their gripes, rather than to no one in particular.

Oscar Wilde said, “The only thing worse than being talked about is not being talked about.” I wonder if he was right?

The Philippine cafe Mary Grace makes great pasta dishes and thick hot chocolate. But the Mary Grace behind the store started out by herself with her family, baking holiday treats from her own kitchen. As the entrepreneur in her took over, and the baking went from packaging for gifting to finally going bricks, mortar, and pestle, she retained the intimacy of the Christmas spirit, and let it thrive as the heart of her business.

And it twinkles evidently in the customer feedback. Each glass tabletop has thank you notes that her customers and friends have written, and are on display underneath the glass. This heartwarming decor is a clever and sincere way of encouraging—and showing—gestures of love and appreciation for and by her customers. Sit at one of the tables, and you will be delighted.

Nothing gives you the feeling that the food and the service is crafted with love than this. It is clear that the staff are appreciative of life and generous with their smiles, not to mention an exceptional dining experience.

Old Spice broke all conventions in 2010 when it went online for its “The Man Your Man Could Smell Like” campaign (a.k.a. “I’m on a horse”). (can we add a link for the video?)

Following the enormous success of its 30-second video (which reached millions of views in days), the wildly-quoted spot got so much twitter feedback that the creative team of Weiden+Kennedy in Portland, Oregon decided to keep the conversation going, online.

Customer feedback should be treated as currency by any business, and you should go out there and seek it. Look for it online; create promotions that ask for feedback, or simply monitor for mentions online. Start with simply excellent and surprising customer service.

Don’t stop until you get it good customer feedback—whether handwritten or online. And don’t forget, sometimes, all you need is ask your staff to spread the word; “Cc:” everyone in an email; it’s worth sharing—even internally—every time we receive a simple, “Thank You,” from a happy customer.  MP :)

People: Blessed Pedro Calungsod - Our second Filipino Saint

The canonization of Blessed Pedro Calungsod is a momentous event for the whole country, especially for Cebuanos, as Pedro Calungsod will be the second Filipino Catholic saint after San Lorenzo Ruiz, and also the first Visayan Catholic saint. He will be officially called “San Pedro de Cebu.”

The traveling image of Blessed Pedro Calungsod will leave the Philippines for Rome on October 16 and will be brought back on October 25 for the “Duaw Nasud,” meaning national visitation. The image will be “visiting” various places in the country before returning to Cebu on November 27, 2012.

Blessed Pedro Calungsod will be canonized along with 6 others — Blessed Marianne Cope of Molokai, Blessed Kateri Tekakwitha of New York, United States of America, Blessed Jacques Berthieu of France, Blessed Giovanni Battista Piamarta of Italy, Blessed Carmen Salles y Barangueras of Spain, and Blessed Anna Schaffer of Germany— by His Holiness Pope Benedict XVI in a ceremony at the Vatican on October 21, 2012.

According to historical research, Pedro Calungsod was born in Cebu, ca. 1655. He worked as a sacristan and a catechist, and accompanied the Jesuits on their missionary work to the Ladrones Islands. On April 2, 1672, he died at age 17 in Guam along with Blessed Diego Luis de San Vitores while suffering religious persecution.

To Read more about the blessed Pedro Calungsod, you may visit the site below:

http://specials.sunstar.com.ph/pedrocalungsod/about-pedro-calungsod/


You may check the official song with lyrics and video of the life of St. Pedro Calungsod below:

 
Through the intercession of GOD our Father, JESUS CHRIST, our divine mercy, Mama MARY Mediatrix of all grace, Archangels and Saints. St. Pedro Calungsod please pray for us Filipinos for faith, hope, love, and peace for our country and the whole world. For strength of mind, body, and  spirit. Saint PEDRO CALUNGSOD, please intercede and pray for US. Amen.. :)

Lifestyle: Business - 10 (More) Customer Relationship Management Questions to Ask Yourself

Customer service may not be in every business plan, but it should be. Whether you’re putting up a new business or are entering a new phase of your business like franchising, expansion or specialization, assessing your customer relationship or procedure is essential.

The way customers feel is the second most important take-away of every transaction. Because after appreciating the value of your product or service, you want them to return. How you get them to return will depend on letting them know you appreciate their business as much as they do yours.

Ask yourselves these questions, and you will be able to see the forest through the trees.

1. When was the last time I reviewed our customer service routine? How do I ask the customers what they think of our brand and service?

2. Aside from my own, which is my favorite store, product, or service? Has customer service become expected of my brand?

3. When was the last time I got pleasantly surprised by a friend, brand, or service? Which famous techniques can I adopt in my marketing strategy?

4. Do I know the benefits and attributes of all my products? Should I expect all my employees to know?

5. What incentives do my customers have to want to be part of my mailing list?

6. What is unique with the way we treat our customers BEFORE the sale? How can I make our customer experience unforgettable?

7. How can we drive our brand message through DURING the sale?

8. Who is in charge of Customer Relationship Management (CRM) AFTER the sale?

9.What are the Key Performance Indicators that I can demand from our customer service staff?

10. Are my customers more visual and do they like to browse new products? Or do they like to interact and share as a community? What are the benefits of having a CRM program in place?

11. Which local cause or community organization are my market most concerned with?

As always, surprise the client or customer. Exceed expectations. Do eleven when you promised ten. MP :)

Lifestyle: SAY NO TO BULLYING!!!

The month of October is the National Bullying Prevention Month. People think bullying is not a big problem but as much I hate to admit it bullying is happening around the world. In schools, workplace, even at your own home. Bullying is not something that should be done to anyone.

This can affect your child's life or any person in many ways. He/she may lose sleep or feel sick. Resulting to skip school/work and may even be thinking about suicide.

If anybody has a heart, I beg who to stop; instead of tormenting another celebrate their uniqueness, build them up rather than bringing them down!




Teach your kids that kindness matters because it creates positive thoughts, feelings and actions. :)

 

People: Direk Marilou Diaz-Abaya dies at the age of 57

Yesterday, October 8, 2012, Director Marilou Diaz Abaya has died of breast cancer. Direk Marilou Diaz Abaya was 57 (March 7, 1955 to October 8, 2012).

Ms. Abaya, the mother of actor-musician Marc Abaya was the director of these award-winning films:

"Brutal"
"Moral"
"Baby Tsina"
"Ika-11 Utos"
"Ipaglaban Mo, The Movie"
"Milagros"
"Sa Pusod Ng Dagat"
"Jose Rizal"
"Muro Ami"
"Bagong Buwan
" and most recently, "Ikaw Ang Pag-ibig", which spanned 3 decades.

Director Laurice Guillen's posted on her Facebook account last Monday night that the multi-awarded film director Marilou-Diaz Abaya died at 6:45PM.

"At about 6:45 this evening, my dear colleague, comrade and dear friend Marilou Diaz Abaya died in peace surrounded by family and friends. Rest in the joy of Heaven in the Heart of Jesus, Marilou!".

This is really one sad news to the Filipino film industry because of the lost of another talented Filipino filmmaker.

May you Rest in Peace, Direk Marilou Diaz-Abaya.

Lifestyle: Business - 3 Secrets about Customer Satisfaction That You Should Already Know

You’re a buyer. I am a buyer. What is our motivation for our purchase decisions?

Commercials? Necessity? Convenience? Tradition or Recommendation? Reviews, Research, Discounts, or simply Impulse?

Some of these make us buy one detergent over another. Others make us buy ourselves a diamond ring, or a vacation for one.

In each case, there are three immovable insights on customer satisfaction that you should consider for your marketing plan. Whether in the stimulation, consideration, or purchase phase of the buying cycle, remember the following.

***

We look for value. Not personality. In today’s social media-crazy world, businesses can now have one-on-one conversations with customers. This has made relationship-building the panacea of marketing. Facebook, especially, is proposing that profit can be made from “Likes” of your product or company.

But in truth—as a buyer—is it the relationship you have with your seller that makes you come back? Yes, relationships are a reminder. But in business, it’s all about the value.

Better price, better product, better service, better packaging, better shopping bag, better store, better refreshments, better billing system, better delivery service. It’s all about the value of our money, and how it works for us as buyers. Product satisfaction versus buyer’s remorse is our main consideration, regardless of how friendly the salesman was.

Adding value not only attracts first-time buyers, but it forever differentiates yours from other brands.

***

We wear our beliefs like a badge. As stated in a previous blog article about “Smart Shoppers,” we all have triggers. It may be our personal value for a product or service. We could have emotional reasons for buying a more expensive product. It could be fair labor practices and a strict non-child labor policy that gets us going.

As a business owner, what is your core belief? Is it that of your company’s? Are you letting your customers know about it? Does your staff even know about it?

Passion for your philosophy, and turning it into your company ethos gives your customers a kinship with you. Let it affect everything down to your supply chain, accounting processes, employee training, even the design of your store.

Your store location may be out of the way, but because you support women through a yearly benefit sale, people will make the trip across town.

Your budget menu may cost above the average, but because your employees follow your “fun” philosophy, families with kids will make it a tradition.

Our values are important for liking or disliking brands. We believe that caring for the environment, social issues, as well as attention to detail, and exceptional customer service are values even the smartest of us looks for.

***

We like the way we behave very much. A lot of money is spent on studying behavior of humans when they exercise their preference. Cameras are set up to observe what they do, how and how often, and what they do after purchase.

Nowadays, sensors trace eye movement as a page, packaging, or TV screen are scanned by the eye. Experts track body language and supermarket shelves are priced differently to represent the value of studies done on buying behavior.

Try to observe your own behavior, and be conscious of others’, especially in your store. Use Customer Experience Measurement (CEM) to gain knowledge on what your customers do and feel in your store. Do your systems flow with their behavior smoothly? Or do they cause anxiety, as they are made to wait inordinate amounts of time, or made to fill out forms and waivers for simple requests?

Behavior should be observed, and not to be forced to change. Adapt rather than resist. Enjoy observing human nature, and embed your business values. Experiment, and make the most of what you already know.

***

For further information on Customer Experience Measurement, you may leave a comment below. MP:)

People: Mister Philippines International 2012 is Mark John Gutoman of Marikina City

Mister Philippines International 2012 - Mark John Gutoman, Marikina City

Mr. Philippines International 2012  is Mark John Gutoman. The 21-year-old Mark John aka Kram dela Torre is from Marikina City. He bested 30 candidates for the Mister Philippines 2012 title on October 6, 2012, at ICON Ultimate Club in Makati City. Mark will  represent the Philippines in the Mister International 2012 pageant this November in Thailand.

You may check below the other winners of Mr. Philippines International 2012 (Photos courtesy of
Mr. Philippines Secretariat, JR Sala Photography):



MR. PHILIPPINES 2012 WINNERS (L-R): 4th RU - Mister Iloilo City Willan Pagayon, 1st RU - Mister Iligan City Jessie Bayudang, Mister Phil. 2012 - Mister Marikina City Mark John Gutoman, 2nd RU - Mister Cavite Kevin Raqueno, 3rd RU - Gelo Luna.



1st Runner Up - Iligan City, Jessie Bayudang


2nd Runner Up - Kevin Raqueno, Cavite


3rd Runner Up - Michael Angelo Luna, Batangas


4th Runner Up - Willan Pagayon, Iloilo City

Lifestyle: Happy World Teachers' Day

Today is World Teachers' Day.  It is  held annually on October 5th since 1994 - when it was created by UNESCO - celebrates teachers worldwide. Its aim is to mobilise support for teachers and to ensure that the needs of future generations will continue to be met by teachers.

"Building Peace in the Minds of Men and Women"...  

To all teachers around the world... thank you for keeping us informed and inspired! 

HAPPY WORLD TEACHERS' DAY! :)

Lifestyle: Business - Customer Satisfaction Insights: 3 Things you Need to Understand about your Customers

Before you can even make your customers happy, you need to understand their psyche. It is through this that you can actually find the ways on how to best serve them which will lead to you being able to give the most memorable experience you can to your customers. So what are the three things that your market is usually thinking? Read on below and find out.





 


Mindset 1: Convenience rules!

Value hunters, fanatics, and early adopters will wait in line for hours for a new product. But unless you’re pushing the newest iPhone, you need to put yourself in the customers’ shoes. How long are you willing to wait for cable installation? How many forms will you voluntarily fill out to return an appliance under warranty?

Has pushing back deadlines become normal for your service company? Do you have a script for asking customers to come back the next day? Even having to wait at home for the cable company to send someone over is maddening. Eliminate the hassle where possible, and find a way to lift your customers’ minds from the hassle by giving value to their time.

Online, user experience (UX) specialists advise you on how many clicks your customer needs for transactions. A login can be either beneficial or detrimental to your customer. If the benefits are clear, like recommendations based on their shopping history, your login might not be a hassle. Make sure you communicate your company’s value proposition in each step they have to take.

Customer Experience Measurement allows you to review how your customer sees a sign-up form, or a validation procedure over the phone, and to see whether the time they spend waiting in a queue has any relevance to why they came to you in the first place.

Mindset 2: The smart shopper.

Dollar stores in the US boomed in the housing crunch, and mega-stores took notice. But have you wondered how dollar stores work and turn a profit?

Marketing the value of thrift attracts practical spenders. But for every one of these penny pinchers, there’s another who just can’t resist a set of Dwarf Condiment Dispensers when they actually just came in for a bottle of dishwashing liquid.

There are multiple ways to upsell. Offering great value is one of them.

In contrast, some restaurants in the US did the opposite. They reduced the size of their portions and kept the prices high. They also imitated the fancy, Michelin restaurants that put plate design high on the list of ingredients. These restaurants also did well. Why? Because diners wanted the experience of high fashion dining.

The point? Don’t limit yourself to offering practical value. Offer things that can’t be easily quantified, like personalized service, partial donations to charity, rush jobs without added cost, or your customers’ photos on the wall of your restaurant.

No matter how smart, we all respond to emotional stimuli, like the wait staff’s eagerness to please us, the memorabilia on the wall, or winning instant freebies.

Mindset 3: The loyal

Service makes the transaction. Great service transcends it.

Today more than ever, brands, including yours, are fighting for the loyalty of consumers. It’s not enough to sell coffee. Now, it’s a plus to call your customers by name, have comfortable chairs and play commercial jazzy tunes that you can buy at the counter.

Also, it really scores loyalty points to call out the source of your coffee, whether it’s fair trade or shade grown, and whether the potato chips sold at the counter have an artisan, rustic packaging.

It’s wise to take a look at other businesses, find one that mirrors your ethos, and see what route they took. Do they have a CSR (corporate social responsibility) program, like do they have a favorite or local charity? Do they take principled stands against public issues like whaling or the war on plastics? Do they support the local youth teams or do they source their supplies and ingredients locally? Does the owner frequently make announcements on their website? And can you find them on twitter, and do they have a perfectly talkative community manager?

Your Mindset

All told, there are lots of ways to extend the spirit of customer service to match the lifestyles of your consumers. Just remember that the first thing you need to do when applying for the hearts and minds of customers is you need to strike a balance of sensitivity to what they want out of a business like yours, and the strong sentiment you and your employees share, if any.

To delve deeper into what your business can provide in terms of customer satisfaction and more, turn to CEM, or Customer Experience Measurement. You may leave a comment for further information. MP:)

Lifestyle: Ms. Angel Locsin - MEGA Magazine cover for October 2012

Angel Locsin is this month's cover of MEGA Magazine as the mag celebrates real, ageless beauty.

This is also Angel's 3rd cover for MEGA Magazine. She was MEGA's cover girl in April 2008 and then in May 2009 when she topped the mag's "most beautiful" list.

This issue for me is one of my favorite cover shots ever of  Angel. She is lookin' her best  on the cover of  this month MEGA Magazine. It's very high fashion.

See for yourself! :)


Read more: http://www.megastyle.ph
http://www.twitter.com/mega_magazine
http://www.facebook.com/megamagazine