HAPPY NEW YEAR! WELCOME 2013!

May this New Year bring you immense happiness in all you do and may the fireworks blast the sound of victory in all your endeavors. Wishing everyone a Happy New Year!

People: :Miss Philippines is Miss Tourism International 2012 winner!

Our very own Rizzini Alexis Gomez captured the crown for the second time for the Philippines since 2000 by Miss Maria Esperanza Manzano.

Here are her runners-up:


Miss Tourism Metropolitan International 2012 (1st Runner-up) - Australia
Miss Tourism Global International 2012 (2nd runner-up) - Venezuela
Miss Tourism Cosmopolitan International (3rd Runner-up) - Paraguay
Dreamgirl of the Year (4th Runner-up) - Malaysia
Miss South East Asia 2012 - Thailand

CONGRATULATIONS! What a new year to start with the first victory for the Philippines in international pageant world!!!

Lifestyle:Lessons on Customer Service - Standards Your Business Must Have

I am always asked by former colleagues and friends of mine what is Customer Experience Measurement or CEM. Mainly, they think that it has only to do with mystery shopping. But this blog post really sums it up. It’s setting the standard for your business.

The blog title is “Customer Service: Standards Your Business Must Have.” And I could go on in a checklist fashion ticking off customer service tips like shortening wait times, personalizing greetings over the phone, demeanor, punctuality, and hygiene. But I’ll just boil it down to a one-item laundry list:

The first and only standard that your business must have is it must have standards. That’s it, and it’s different for every business.

Answering the phone in three rings is standard for some businesses. Does that mean it should be standard in all? Acknowledging a customer by his or her given name is a standard in coffee shops. Does that mean your company needs to train staff to do so?

To be able to inspire great customer service, standards must make sense in contextof the entire organization. Firstly, your company must have a leading principle, a credo or mission-vision (or an ethos, as I like to say). That ethos must be real, not just to you, but also to your management, and to your employees. If they don’t buy-in, all your trainings and memos, and incentives will go to waste.

Within your organization, you are never alone. Even if you are the CFO, CMO, CIO and HR all at the same time, you cannot dictate every single procedure. You could, but without consulting and agreeing with your staff on what can and cannot be done, you will be CEO six feet under.

Ideals on running your business are needed, but cooperation of your stakeholders is needed more. A business only runs as well as your team runs together. At the very least, peg your ideals high, but do two things: first, consult with key leaders from each department. How feasible are your ideals?; second, assess your ideals with fairness, and adapt.

Of course, nobody got to the top of the business by sacrificing ideals for expediency. But when it comes to customer service, because you are training your front line to veil business issues (service satisfaction, repurchase, product inquiries) with appropriate and sincere human responses (assurances, showing concern, service with a smile), it’s essential that your standards are based on human ability and organizational sense.

Are your customer service principles failing or doing well? Do you have enough days for thorough training? Do your different departments enter conflict when settling customer request tickets? Is your staff helpless when customers make inquiries?

There could be a number of factors that indirectly affect customer service. To get to the bottom of that, Customer Experience Measurement submits more than just a tally of ‘Was this done’ versus ‘No, this wasn’t done.’ It’s more than picking out the bad apples and counting the rings of the phone and the staff behind the counter. Customer Experience Measurement provides a look at your business that you might have never seen before, providing feedback that brings everyone on the same level to move forward.

Customer Experience Measurement causes us to check off one item from our list first: ‘What are your standards?’ and we go from there. MP:)

People: Miss Philippines Janine Tugonon is Miss Universe First-runner up 2012

Miss Philippines Janine Tugonon, the only Asian candidate who made it to the Top 10, was named first runner-up. The 20-year-old cellist Miss USA Olivia Culpo took the crown as this year’s Miss Universe during the coronation night held in Las Vegas on Wednesday, December 19,2012 (US Time). Janine wears a powder blue gown by Colombian Designer Alfredo Barraza, In the Q & A, Janine answered ANTM's  fashion photographer judge Nigel Barker's Twitter question:

"Should speaking English be a prerequisite to being Miss Universe as an international ambassador?"

Janine confidently replied, “For me, being Miss Universe is not just about knowing how to speak a specific language. It’s being able to influence and inspire other people. So whatever language you have, as long as your heart is to serve and you have a strong mind to show to people, then you can be Miss Universe.”

Other winners were:

Miss Venezuela Irene Sofia Esser Quintero placed second runner-up

Miss Australia Renae Ayris bagged the third runner-up 

Miss Brazil Gabriela Markus was named fourth runner-up.

Completing the Top 10 are Miss France, Miss Hungary, Miss South Africa, Miss Mexico, and Miss Russia.

To Janine, thank you for representing Filipinos to the world who we truly are. You are indeed a woman with great confidence. Thank you for giving us a superb performance. You made the Filipino race proud! Our warm welcome awaits you! Congratulations Janine Mari Raymundo Tugonon, 1st Runner-up- Miss Universe.

Below are some of the photos from Yahoo.com.ph:

Places: The Ligligan Parul or the Giant Lantern Festival in San Fernando, Pampanga

The Ligligan Parul or the Giant Lantern Festival in San Fernando, Pampanga has officially started! Feast your eyes as the lights of the giant lanterns dance to every beat of the Christmas tunes! Happening at Robinsons Starmills, Pampanga on December 15, with nightly shows on December 16-23 and December 26- January 3 from 6-8pm.

See you there!! :)

For more information: 

http://www.choosephils.com/read_post.php?cat=festivals&id=885

Photos courtesy of I Choose Philippines.

Lifestyle: Simbang Gabi - December 16, 2012

Today is the 16th of December 2012: Start of Simbang Gabi Dawn Mass. Today is also Gaudete Sunday. SHARE the Gospel, Luke 3:10-18.

The crowds asked John the Baptist, "What should we do?" He said to them in reply, "Whoever has two cloaks should share with the person who has none. And whoever has food should do likewise." Even tax collectors came to be baptized and they said to him, "Teacher, what should we do?" He answered them, "Stop collecting more than what is prescribed." Soldiers also asked him, "And what is it that we should do?" He told them, "Do not practice extortion, do not falsely accuse anyone, and be satisfied with your wages."

Now the people were filled with expectation, and all were asking in their hearts whether John might be the Christ. John answered them all, saying, "I am baptizing you with water, but one mightier than I is coming. I am not worthy to loosen the thongs of his sandals. He will baptize you with the Holy Spirit and fire. His winnowing fan is in his hand to clear his threshing floor and to gather the wheat into his barn, but the chaff he will burn with unquenchable fire." Exhorting them in many other ways, he preached good news to the people.

PASKO sa PINAS : SIMBANG GABI... are you willing to try to complete the 9 days or 9 mornings? Have a blessed weekend. 

Maligayang Pasko po. Choose Philippines! :)

Lifestyle: Business - Customer Delight through Employee Empowerment

Customer delight is something every company aspires to deliver. A company that has employee empowerment instilled in its core ethos will consistently ‘wow’ the customer.

I recently came across a video posted by Jia Jiang, who is on an uncanny quest to overcome his fear of rejection. Jia Jiang is on a mission to make one crazy request per day for 100 days. He hopes to be rejected on these bizarre requests so that he may eventually condition himself to overcome rejection in its entirety. He, like many of us, fears rejection — be it rejection from admission to a group, a team, a relationship. Having been successfully rejected on his first 2 days, he was confident that his next request at Krispy Kreme would be a straightforward rejection as well. However, it was the complete opposite.

Jackie Braun, a shift leader at Krispy Kreme, in Austin, Texas, responded to his challenging request and went beyond the call of duty to make Jia a specialized doughnut that he requested.

Jia requested for a specialized doughnut in the shape of the Olympic rings with the glazing to be in the Olympic colors, and when asked when he needed it, he said in about fifteen minutes. Upon receiving Jia’s request, Jackie thought about it and fifteen minutes later, she emerged with a Krispy Kreme box with the glazed Olympic ring arrangement inside and, astonishingly, did not even charge Jiang for it!

“It’s only my third day and I have already failed,” Jia Jiang wrote on his 100 Days of Rejection Therapy blog. “But I did so with such amazement and happiness.” I started this Rejection Therapy project to toughen my mind, but Jackie at Krispy Kreme softened my soul. If everyone in the service industry is like Jackie, the world would be a much, much better place.”

This is a wonderful story of going the extra mile and providing excellent customer service. Kudos to the company too for empowering its team members. I might try a hand at this next time I see the red light on at Krispy Kreme here in Manila! Kaiz :)

People: Mr. Philippines Andrew Wolff is 1st runner up of Mr. World 2013

COLOMBIA IS MR WORLD FOR 2013! 1st runners up is Philippines (Andrew Wolff) and 2nd runners up is ireland.
Congratulations to all the winners!!!!!

Check some of the photos of the Mr. World 2013 held at London:

Photos courtesy of Mr. World facebook account:

http://www.facebook.com/MrWorldFinal?fref=ts

People: Miss Earth 2012 is Ms. Czech Republic

THE NEW MISS EARTH 2012 is the 23 year-old student from Ivancice, Czech Republic - Tereza Fajksova. She defeated 79 other contenders for the title, her country’s first in the environment-centered pageant. Comprising her elemental court are Miss Air Stephany Stefanowitz of the Philippines, Miss Water Osmariel Villalobos of Venezuela and Miss Fire Camila Brant of Brazil.

Finalists:
- Nepal
- Russia
- South Africa
- USA

Semifinalists:
- Costa Rica
- Germany
- Italy
- Japan
- Korea
- Mexico
- Poland
- Scotland

Congratulations to all our winners and all the candidates who participated in the pageant. :)

Lifestyle: Business - 3 Examples of Customer Experience Gone Right

Here are three sentiments that demonstrate the evolution of customer experience, thanks to the willingness of business to look within, and find the strengths in their organization, as well as the willingness to look without, and learn from their number one customer, you.

“I’m Never Going Back to that Bank Again.” Banking is synonymous with lines, or queuing. More tellers doesn’t mean more personalized service. It just means that more people are waiting, standing, fidgeting in the cold discomfort of uncomfortable chairs and under the weight of large paintings of their founders.

However, online banking has taken off—better in some countries than others. That has led U.S. banks to put the power of transacting from the teller window to the computer screen. After setting up your online account, there’s nothing holding back U.S. bank account holders from never walking through the heavy double doors of their financial institutions again.

Consolidating utilities and credit card accounts into a one-click portal at each depositor’s home, the banking industry has freed us from hours of pretending not to look at other people in line again. It doesn’t only save us the hassle, but it frees up resources at the bank itself, saving operation costs.

Make it easy for your customers to transact online. They may never come into your store again, but why would you still want them to? Customer service says save people time whenever possible. With so many online shopping and payment options, it should be a crime that your business still doesn’t have a website wherein a catalog and a ‘buy now’ button.

“From Disappointment to Delight.” Turning the customer experience around is one of the greatest coups your employees can perform. When we tested one dry cleaning store ahead of time, and found that our secret shopper’s jacket hadn’t been pressed, our planted customer pressed back, stating that an important dinner had come up and he needed immediate service.

Instead of turning the customer away, the creative frontliner had the presence of mind to go the extra mile, and even turned it into a chance to upsell. The woman behind the counter gave our secret shopper the option to wait an hour, or take a look at some of the products sold in the dry cleaning shop.

Ten minutes before the promised time, the jacket was cleaned, paid for, and our secret shopper left with a travel kit that matched his luggage.

When faced with a customer or client that clearly has urgent needs, turning a distressing customer experience around delivers results that may not be in the employee handbook.

“A Promo that Truly Promotes.” Just for kicks, you dropped your business card in the fishbowl, and you walked around the exhibition hall going from this booth and that. Just then, you hear your name over the loudspeaker. You just won something! Could be SWAG, could be a tablet. Could be a trial subscription of the major sponsor’s magazine.

The excitement of winning a promo must be the high point of the many seminars and expos we attend, yet the administrative processes of receiving your reward can take the wind out of our sails. So when you’re getting your potential customers’ spirits up in a promo, make sure that the awarding portion is fun and celebratory.

Write their names down on a handheld whiteboard or colorful paper, have at least two people there to give out smiles and congratulations, and be ready with a camera and your company’s representative to shake hands, and remember to tag them in at least one social networking site. Make the I.D. check the most laborious process, and ride the gust of promotional marketing all the way.

The beauty of the customer service is that it can happen at any time. Don’t take anything for granted, because exciting people when they expect a normal day of errands and shop talk can turn into a shining moment for you and your brand. MP :)

Do you remember when customer service became exciting? It used to be that Customer Service counters were reception areas for complaints. Thanks to innovations like ‘Service with a Smile,’ ‘We Deliver,’ and ‘Delivery in 15 minutes,’ the customer experience is reaching deep into what we really want, before we find out we want it.

Lifestyle: Business - Lessons on Customer Service: Tips on Making the Most Out of Your Customer Database

It may seem ridiculous to ask at first, but CRM, or customer relationship management, is a game changer. How smartly we answer these questions turns data gathering and analysis into an exercise of harmony.

Get everyone focused and excited about a targeted and well-managed database.Much like writing your customer service playbook, coordinate first with your CMO, HR, and COO. You must ask: what is our desired outcome? Business teams, suppliers, employees, and especially the CRM developers should all be aligned, with required data agreed upon, and with KPIs (key performance indicators), and milestones taken note of.

What is the goal? This is something that only you and your marketing staff can answer. What are your business objectives? Do you want to grow or strengthen your market share? What is at stake when you get your CRM program populated? Common answers include “loyalty program,” “direct response,” “lead generation,” and “client re-acquisition.”

Begin with the end in mind. What is your metric for success? Phrase it with as clear and as single-minded an outcome as possible. The importance of this will be revealed in the subsequent points.

Why? Hire a CRM developer and this is the first thing they will ask. “Why are you collecting this data, and how will it be used?”

Different CRM objectives have different technical—and cost—requirements. Loyalty programs have a constantly updating data set; points, referrals, credits, past purchases all need to tracked. This means ballooning server space.

Is direct response what you had in mind? This is for reaching out to your customers when you have new products or deals. The technical requirements of this will depend on how frequent, targeted you want your emails to be.

Remember, these answers will be important once you have a discussion with your CRM guy, who won’t be as interested in the creativity or branding as you will be. They need to foresee challenges and complexity in data organization and access.

How can you afford a CRM program? By setting the goals early, and as specific as possible, you can already project your ROI. Knowing how much income you foresee will come in, you can better gauge your marketing budget.

Your CRM costs will differ on which goal you have. How much server space will you need? What kind of technology will make accessing this database better? Are you using POS (Point of Sale)? Do you have an extensive catalog of products or services? Do you want to track your registered customers’ interests or clicks on your catalog? Is there an existing database, or do you have to grow it? Who will update and regularly clean the CRM program? Are you managing/accessing the database in-house?

Unless you’re an expert on CRM and database management, choose your CRM developer wisely. That means someone who will ask you a lot of questions, and can agree with your vision on how your program will unfold. The further you can visualize the lifespan and usefulness of your CRM program, the more potent it becomes as a revenue booster.

Get a CRM that takes the time to educate you, not just someone who jots down notes and says ‘Yes’ to everything. What you intend for your database may not be feasible, or sensible, so make sure you thresh out the issues, and come to solutions cooperatively.

CRM is accessing pertinent information that surprises and delights your customers when you remind them of your attentive and supportive customer service. By being clear—first with your business teams, then your suppliers, and then to your employees who will be collecting, and possibly using the database—you can deliver service from behind a computer screen, spotting opportunities and problems before anyone else. Remove ambiguity by planning ahead by knowing and remembering these customer service tips. MP :)

The power of computers has taken us such a long way in improving customer service management. But how can business owners like us take advantage of having customer data on file? Which information is best to ask from customers? Email, home address, or cellphone? (Or Facebook, BBM, LinkedIn, Twitter, Skype?)

Lifestyle: Happy Diwali to all my Indian Friends!!

Wishing everyone all the very best for the festival of lights.


Happy Diwali!

People: Miss Earth 2012 Candidates update....

Eighty nine gorgeous, beautiful, intelligent ladies from all over the world compete for the crown of the second most recognized beauty competition in the world - the Miss Earth pageant.

Here are the official list of candidates in Miss Earth 2012 (in alphabetical order):

Albania - Dardana Niklekaj
Argentina - Tatiana Bischof
Australia - Jenna Seymour
Austria - Sandra Seidl
Bahamas - Brooke Sherman
Belgium - Madina Hamidi
Belize - Jessel Lauriano
Bolivia - Dayana Dorado
Bosnia & Herzegovina - Zerina Sirbegovic
Botswana - Lorraine Ditsebe
Brazil - Camila Brant
Canada - Valerie Remillard
China - Stephanie Rong
Chinese Taipei - Jen Ling Lu
Colombia - Cindy Kohn-Cybulkiewicz
Cook Islands - Teuira Napa
Costa Rica - Fabiana Granados
Crimea - Liudmyla Kuzmina
Czech Republic - Tereza Fajksová
Denmark - Belinda Jensen
Dominican Republic - Rocio Castellanos
Ecuador - Tatiana Torres
El Salvador - Yaritza Rivera
England - Zahida Begum
Fiji - Esther Foss
Finland - Kristiina Airi
Gabon - Aimée Pascaline Mougoula
Germany - Nel Linda Zublewitz
Ghana - Jennifer Yaa Kyekye
Guadeloupe - Sherina Vanderkoeelen
Guam - Sarah Filush
Guatemala - Stefany Miranda
Haiti - Chersonese Archage
Honduras - Odily Alvarenga
India - Prachi Mishra
Indonesia - Chelsy Liven
Italy - Giulia Capuani
Japan - Megumi Noda
Kenya - Fiona Konchellah
Korea - Sara Kim
Kosovo - Ajshe Babatinca
Lebanon - Eliane Khawand
Malaysia - Deviyah Daranee
Malta - Yasmin Falzon
Mexico - Lourdes Paola Aguilar
Moldova - Aliona Chitoroaga
Mongolia - Battsetseg Turbat
Nepal - Nagma Shrestha
Netherlands - Shauny Bult, 21
New Zealand - Gloria Ofa Blake
Nicaragua - Braxis Alvarez
Nigeria - Happiness Onu Ibagbi
Northern Ireland - Ciara Walker
Norway - Nina Fjalestad
Pakistan - Zanib Naveed
Panama - Ana Lorena Ibáñez
Paraguay - Alexandra Fretes
Peru - Miluska Huaroto Maradiegue
Philippines - Stephany Stefanowitz
Poland - Justyna Rajczyk
Puerto Rico - Darli Pacheco
Réunion Island - Aïsha Valy
Romania - Iulia Monica Dumitrescu
Russia - Natalia Pereverzeva
Scotland - Sara Pender
Sierra Leone - Adiatu Bangura
Singapore - Phoebe Tan
Slovak Republic - Martina Grešová
Slovenia - Anjeza Barbatovci
South Africa - Tamerin Jardine
South Sudan - Rachel Angeth
Spain - Nathalia Moreira
Sri Lanka - Chathurika Ariyawansha
Sweden - Camilla Hansson
Switzerland - Lea Sara Wittwer
Tanzania - Bahati Chando
Thailand - Waratthaya Wongchayaporn
Trinidad & Tobago - Amryl Nurse
Turkey - İlknur Melis Durası
Turks & Caicos - Carlisa Williams
Ukraine - Ievgeniia Prokopenko
Uruguay - Cynthia Kutscher
USA - Siria Bojorquez
US Virgin Islands - Carolyn Whitney Carter
Venezuela - Osmariel Villalobos
Vietnam - Đỗ Hoàng Anh
Wales - Zoë Kinsella
Zambia - Atieno Kabwe
Zimbabwe - Dimitra Markou

Miss Earth 2012 press presentation at F1 Hotel, Taguig

Meanwhile, here is the list of winners in the ongoing Miss Earth 2012 challenges as of November 7:

“I Love My Planet” School Tour:

Gold – Turkey
Silver – US Virgin Islands
Bronze – Netherlands

“Dolphins love Freedom” Mural Painting:

Gold – Turkey
Silver – Nepal
Bronze – Australia

Luneta Park “People’s Choice Award”:

Gold – South Africa
Silver – Nepal
Bronze – Denmark

Miss Earth Trivia:

Gold – South Africa
Silver – USA
Bronze – Philippines

“Darling of the Press” Award:

Gold – Philippines
Silver – Thailand
Bronze –USA

The Miss Earth 2012 coronation night will happen on November 24 (Saturday) at the Versailles Palace in Alabang, Muntinlupa City, Philippines with live telecast on Star World.

The coronation will be broadcast on Sunday night (November 25) at ABS-CBN and TFC channels worldwide.

People: Mr. Philippines - June Macasaet is Manhunt International 2012 winner

Photo c/o Aski

Congratulations Mr. Philippines - June Macasaet for winning Manhunt International 2012 held in Bangkok, Thailand.  The former Century Tuna Superbod finalist is our very first-ever Manhunt International winner of the country.  He bested 55 of the most dashing men from around the globe.  John Chen Jian Feng of China was last year's winner..

MANHUNT INTERNATIONAL 2012 - PHILIPPINES

1ST RUNNER UP - SWEDEN
2ND RUNNER UP - MACAU
3RD RUNNER UP - PUERTO RICO
4th RUNNER UP - SINGAPORE

Another Filipino Pride! Mabuhay!

Check out some of the photos of the pageant below:

Lifestyle: Business -5 Survey Questions that Make Your Customer Service Survey Speak Volumes

A customer service survey can be as indicative of your brand personality as a business card or storefront design.

Specificity is essential in composing surveys like a pro. I think it’s also essential to be specific in the tone and 

mood of survey.

 

To test the messaging of your brand, and to see whether your branding is coming through in form and function, start with the broad questions that cover the brand attitude, and move towards particulars like helpfulness, accessibility, and whether they would recommend your brand to their friends or associates.

Keep your tone causal if you are a fun and playful brand. Keep the questions formal if you are projecting luxury or maturity.

Branding

1. When describing the Acme Brand, you would use the words: a) fun, b) active, c) conservative, d) cutting-edge, e) risque

Ease of Use

2. From the moment you decided to hire National Services Inc., how easy was it to choose and and contract our workers?

Staff Helpfulness

3. Please rate the helpfulness of the Smiley Staff from 1 Happy Face to 5 Happy Faces.

Comparison

4. Please rate our product quality compared to our competitors: 1) not as good, 2) worse, 3) the same, 4) better, 5) much better

Recommendation

5. How likely are you to recommend us to a good friend or family member? 1) never, 2) not likely, 3) neither likely nor unlikely, 4) likely, 5) very likely

Regardless of your chosen style in conducting your own customer survey, be sure to cover the important topics, and do so in a clear manner. When in doubt, never sacrifice understandability. The aim of a survey is to discover gaps in your service procedure as well as finding strengths and weaknesses in your business model.

Lifestyle: Are you ready for the coming Christmas?

Photo courtesy of  gardenofeaden 

Halloween has come and gone. This signals that Christmas  is just around the corner. Days are shorter while nights are cooler. Christmas lights and ornaments are beginning to show up in store windows. It is time to move and be prepared for the holiday season. So, stop procrastinating and plan ahead. Get ready, it's almost Christmas!

Part of my family preparation for the coming holiday season was re-assembling of our family Christmas tree. Every home has a Christmas tree in storage and each year they have their own motif, ours was white and silver for this year (White Christmas). Followed by a frugal makeover of  the house for the feeling of the Christmas season. Old curtains, table cloths, and runners could be given a totally new, coordinated look via a holiday makeover, using the inexpensive do-it-yourself trick of adding trims like ribbon edging, lace applique's, satin ties, fringes and the like.

Mom usually dig out the boxes of sweaters, pull-overs and jackets. She check out if they still fit and wearable and makes a list of clothing items that needed to be repaired or replace. Me and my Mom also prepares a list of our inaanaks before going shopping for gifts. This includes the menu for the Noche Buena, Media Noche and Christmas family reunion celebrations. 

I thanked my Mom for her untiring dedication and leadership for each year's preparation. She always believe that the earlier, the better.

How about about you? Are you ready for the coming Christmas?

People: Miss International Queen 2012 is Philippines - Kevin Balot

Miss International Queen is an annual beauty pageant for transgender people.

Miss International Queen 2012: Philippines - Kevin Balot
1st runner-up: Brazil - Jessika Simoes
2nd runner-up: Thailand - Panvilas Mongkol


Top 10:
Philippines - Michelle Montecarlo
Philippines - Miriam Jimenez
Angola - Imanni da Silva
Japan - Beni Tukishima
Brazil - Bianca Gold
Guam - Matricia Mae Centino
United States - Sunny Dee-Lite

Special Awards:

Miss Photogenic: Philippines - Kevin Balot
Miss Ripley's Popular Vote: Philippines - Stefania Cruz

CONGRATULATIONS!!!!:)

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