Lifestyle: Happy Easter to all !!!

Rejoice! He is risen! Matthew 28:6

HAPPY EASTER EVERYONE!!!

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

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?)



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.

Lifestyle: Busines - 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: February Events 2013 by Choosephils.com

February doesn’t only mean Valentines in the Philippines. It is filled with, not only love, but colorful, vibrant events that are sure to make you fall in love with the country all over again.

1. Panagbenga Festival

Baguio City, the summer capital of the Philippines, is home to one of the most colorful festivals in the country. Panagbenga is a month-long celebration that celebrates the season of blooming of the famous Baguio flowers. If you want to dance in the streets, be amazed with creative floats made entirely of locally grown fresh flowers (our very own version of California’s Rose Parade) and party all day long, then Panagbenga is one that should not be missed! The festival will start on February 1 and will end on March 4.

For more information and listed schedule: http://www.choosephils.com/read_post.php?cat=festivals&id=930

2. 13th Philippine Hobie Challenge

The hobie catamarans of international sailors will once again sail through the waters of scenic Anvaya Cove. This sporting event is described as “one of the most extreme annual sailing events to grace the Philippine shores”. This year, the event will be held from the 23rd of February to the 1st of March in Anvaya Cove, Morong, Bataan.

For more information of the event: http://www.choosephils.com/read_post.php?cat=festivals&id=931

3. Daragang Mayon: Ang Istorya ni Mayon

Witness the love story of the most beautiful legend in the Philippines as her story unfolds in a full length ballet at the Cultural Center of the Philippines this February 8. The love story of Daragang Mayo is also the love story of the world famous Mayon Volcano and the people of Albay. This provincial epic is the first of its kind to be presented on a national stage. Music will be provided by a Rondalla to set the romantic and ethnic mood of the ballet.

To know more about this event:

http://www.choosephils.com/read_post.php?cat=festivals&id=928

4. 18th Philippine Hot Air Balloon Fiesta

Clark Air Base, Pampanga is once again home to the much anticipated Balloon Fiesta. Enormous hot air balloons in designs such as a birthday cake, orange and even a sunflower will decorate the skies on February 21-24. Time to cross off sky diving, paragliding and riding a hot air balloon on your bucket list on this “weekend of everything that flies”.

For more information and listed schedule:

http://www.choosephils.com/read_post.php?cat=festivals&id=933

5. Ibon Ebun Festival

The festival, happening on February 8-10, is dedicated to the Candaba Swamp which serves as a temporary home of thousands of migratory birds from different parts of the world. Bird watchers and nature lovers make their way to Candaba, Pampanga during this time of the year to have a glimpse of our avian friends that found a temporary in the swamps of Candaba.

For more information and listed schedule: http://www.choosephils.com/read_post.php?cat=festivals&id=932