This blog is about my dining, traveling, people I meet, and life experiences.
Monday, July 20, 2015
Business: 5 Winning Customer Service Tips That Drive Repeat Business
As a business owner, there’s nothing more “feel good” to you than a repeat customer that walks through the door. That’s because it means less marketing or advertising spend for you, and it means they recognize the value of customer experience that they’re getting. To achieve that golden moment of repeat business, here are five customer service tips that are designed to bring your paying customers back through your doors.
1. Be Visible Online.
Google has identified a new step in the buying process; it’s the one in which customers turn to product reviews, and research the closest outlets or stores—all online. Google calls this the Zero Moment of Truth, which comes before the first and the second moments, “Shelf” (in-store) and “Experience” (after purchase).
As buyers in the modern day, we take this Zero Moment for granted. But as customer service providers, we may not be as conscious of our online presence. This is a crucial moment to extend the values of our business! Providing up-to-date information, fair customer reviews, and representing a friendly and professional demeanor online can seal the deal. This is an increasingly influential step in the buying process and should be part of your business perspective. As a plus, consider a mobile version of your site or at least the products and services section.
2. Make Them Feel Special.
The song is right. You do want to go where everybody knows your name. Whether it’s a web page or restaurant or auto repair shop, knowing their name the moment they arrive makes an experience memorable and rich.
Train your staff or add a log in feature online to get to know your visitors. It builds a feeling of community and privilege to do business and serve, especially if it’s done with a valued, special greeting.
3. Give Your Customers Multiple Channels for Feedback.
Having a twitter account or an email address or customer service phone line tended by well-trained staff will prevent a dissatisfied customer from ranting, especially in the age of social networking. And if they are satisfied (or delighted), feedback channels give them a place to sing their praises as well.
But also, it is important that your front line accurately conveys your business’ high regard for listening, and being caring. If clients and customers know that the lowliest of employees genuinely cares, and they come upon a well-attended feedback channel, they will be glad to share positive comments about you.
4. Place the Customer Experience First.
More than the bottom line, showing the customer in no uncertain terms that “it’s about them” is the heart and soul of a business. Was the customer experience good? Great! Make it about them by reminding them how thankful you are for their business.
Was the experience marred by things out of your control? A reimbursement or a complimentary item can demonstrate your sincerity in putting them—not the bottom line—first.
5. Reduce Bureaucracy.
Time is money. And system redundancies can turn off even the tightest penny pinchers. To make doing business with you pleasurable, make your transactional system—especially for returns and complaints—as simple and accommodating as possible.
It’s not enough to add a premium service like a privilege lane in your store or website. Make it easier to log in to your website by using social network IDs; make cellphone numbers work as member codes so customers don’t have to reach for their wallets at the register; reduce the steps in returning or exchanging goods.
These customer service tips will drive repeat business because it is far easier for people to remember a company that recognizes their value, even if they haven’t yet given you a dime. MP :)
Lifestyle: My movie review Ant-Man (2015)
Synopsis:
Forced out of his own company by former protégé Darren Cross, Dr. Hank Pym (Michael Douglas) recruits the talents of Scott Lang (Paul Rudd), a master thief just released from prison. Lang becomes Ant-Man, trained by Pym and armed with a suit that allows him to shrink in size, possess superhuman strength and control an army of ants. The miniature hero must use his new skills to prevent Cross, also known as Yellowjacket, from perfecting the same technology and using it as a weapon for evil.
My Review:
Last July 15, 2015, Wednesday. I was lucky to be invited to watch the special screening of Ant-Man in one of the uptown cinemas in the Philippines. As a Marvel comic fan, I was surprised with the story line of the entire film. A very funny Ant-Man from the Marvel comic book was brought to life by actor Paul Rudd and would probably the funniest Marvel film ever for me. Next to the Guardians of the Galaxy.
The film was entirely entertaining. Each character were on their right part. Graphics and design was clean and fun to watch from the first part to finish. I recommend to watch it in 3D for more enjoyment.
Ant-Man will definitely join his fellow Avengers on the next film as Marvel's ad campaign has been more consistent in reminding the public not to forget this guy who is going to be an Avenger soon. As you can see in their different ads with the members of the Avengers.
All in all Ant-Man lives up to Marvels record of providing worth your time and money. My rating for this film is 9 out of 10 stars.
P.S. Don’t leave until the lights come on. Seriously, wait for the lights. Marvel comic fans will be thrilled to see whats in store for Ant-Man's next adventure. :)
Wednesday, July 8, 2015
Business: What is CXO (Customer Experience Optimization)?
What is CXO? CXO stands for Customer eXperience Optimization. There are two main areas CXO are divided into. The first is customer-facing assets like front-liners, sales people or customer service representatives. The second is non-customer facing assets like your supply chain, partners, and item processing.
Basically, it’s everything that comes into contact with the customer before, while, and after purchase.
Today’s forward-thinking companies are customer-centric from the very top of the organization. They work to put customer experience into their DNA where it is not originally.
A satisfied customer is a brand ambassador; a loyal customer loves to buy from you and will be open to cross-purchases. What’s more, opening up to CXO enhances your company’s internal processes, telling you what can’t be seen from internal surveys. Thorough CXO has a fantastic impact across different dimensions of your business.
A major facet of CXO is CEM, or Customer Experience Measurement. CEM is not your old-fashioned mystery shopper exercise, which only scratches the surface of customer service. CEM integrates the processes and metrics of Human Resources, Sales and Marketing, and, of course, customer service and research.
Using CEM provides insight into where your front-liners could do better: being more sensitive to customer needs, seizing opportunities to upsell or suggest other products, or adapting to supply issues, customer complaints, and technical failures.
The essential benefit of CXO is on your bottom line. Apply it thoroughly and you can count on the following:
Higher brand equity as you move from selling products to selling an experience
Greater loyalty and more positive mentions online, leading to lower marketing costs
Bigger cross-sales and better ROI per customer
More positive, satisfied staff, which leads to lower training and HR cost
Reduced friction and cost within your organization and between suppliers
CXO is far-reaching in how it influences your business for the better.
For more on how to implement CEM in your business, you may leave comment. MP :)
Places: The Philippines largest grand ballroom - Marriott Hotel Manila
Last Friday, July 03, 2015, the Marriott Hotel Manila launches its newest grand ballroom in the Newport City in Pasay. People from different industries were invited to witness the unfolding of the largest ballroom in the country. Food and wine were superb! The out of this world entertainment was a spectacle to behold!
MGB (Marriot Grand Ballroom) boasts a total of 8,000 square meters of function space equivalent to 6 and a half full-sized basketball courts. Its main ballroom boasts 3,000 sqm of pillarless venue that can seat 2,500 people for a banquet event. Its six spacious VIP sky boxes can also be rented.
At the lobby you can see customized masterpieces by renowned Filipino furniture designer Mr. Kenneth Cobunpue. It has 28 versatile spaces that can be used for your events, meetings, conventions, and exhibits. If you want to go around the whole place, we suggest you change into your comfiest shoes and bring your camera, because the Marriott Grand Ballroom is filled with well-curated artworks from local and international artists.
Its design inspiration focuses on the Filipinos' spirit of Bayanihan. More intricate details depict the local arts and cultures, inspired from indigenous colors and materials, even traditional dance showcasing spatial flow and movement.
It is also perfect for performances and concerts as it can fit 4,500 people, with its production value at its peak because of its 12-meter-high ceilings, state-of-the-art audio-visual capability, and Skyfold technology partitions.
Friday, June 26, 2015
Places: Haller! Baler! Summer Experience 2015
Haller! Baler!
Baler, once a sleepy municipality in the province of Aurora, Quezon is now a popular tourist destination for endless surfing and its unspoiled waterfalls, enchanting beaches and mountain cliffs. Not to mention its historical past and unique culture.
How to Get to Baler:
via Public Transportation
You may take Genesis JoyBus executive luxury non-stop trip from their Cubao bus terminal. It's daily trips starts at 12 MN up to 5:30 AM (1 hour interval). The trip includes the following amenities: bus stewardess, blankets, pillow, snacks, and CR on board. Trip would be approximately 5 to 5 1/2 hrs. Rate is at Php 700/person.
Another option is to take the regular aircon bus of Genesis, Fare is Php 400.00. Trip would be approximately 6 to 7 hours. Bus Schedule and Rate is subject to change without prior notice.
For booking and reservation, you may call (02) 7090803 or (02) 4211425.
Where to stay in Baler:
There are a lot mid range accommodations in Baler from transcient houses, resorts to hotels. Prices ranges from Php 1,500 to Php 6,000/night. You can check online for booking and reservation or you may walk in at your convenient time. Tricycle drivers / tour guide will assist you in finding one.
Things to do in Baler:
1. Surfing is the one of the things you should not forget. Surfing lessons costs Php 350/hour. There are many instructor ready to assist you.
2. Trek and dip in the cold waters of Dimatubo Falls or Mother Falls. (Not recommended for Senior citizens and with heart ailment).
3. Visit the century tree - the oldest balete tree in Baler.
4. Take a selfie or group picture at the Baler signage at the town plaza.
5. Food trip!
6. Buy Souvenirs!
There are other things you can do and enjoy your stay in Baler. However you need to spend 2 -3 days to discover Balers tourist attractions. You may check with your accredited tour guide to assist you in your adventure.
Where to eat in Baler:
Like any other tourist destination there are a lot of resto / food stores in town. You can choose from the cheapest to the most expensive cuisine. Just ask your tour guide / trike service for further information.
Trip Budget:
Estimate per person is at Php 2,500 to Php 3,000 for a group of 4 for 2 days stay. However group tours are now readily available for lesser expense and who are in a tight budget.
Below are some of the pictures taken from this beautiful surfing spot in the Philippines:
Baler Signage |
Inside Joy Bus 40 seater |
Balete tree |
Mother Falls / Dimatubo Falls |
Sabang Beach |
Monday, May 4, 2015
Lifestyle: My Movie Review - Unfriended
Synopsis: While video chatting one night, six high school friends receive a Skype message from a classmate who killed herself a year earlier. At first they think it's a prank, but when the girl starts revealing the friends' darkest secrets, they realize they are dealing with something out of this world, something that wants them dead.
Starring: Courtney Halverson, Heather Sossaman, Jacob Wysocki, Matthew Bohrer, Mickey River, Moses Jacob Storm, Renee Olstead, Shelley Hennig, William Peltz
REVIEW:
Rating: 7 out of 10 *******
Friday, April 24, 2015
Lifestyle: My movie review - AVENGERS: Age of Ultron
Rating: PG-13 (for intense sequences of sci-fi action, violence and destruction, and for some suggestive comments)
Genre: Action & Adventure , Science Fiction & Fantasy
Directed By: Joss Whedon
Written By: Joss Whedon
Runtime: 2 hr. 30 min. Walt Disney Pictures
My Review: The movie is an exuberant and eye-popping, It serves as a suitably satisfying sequel, reuniting its predecessor's unwieldy cast with a few new additions and a worthy foe.
My Rating: 9 out of 10 stars
Wednesday, April 22, 2015
Business: 5 Simple Ideas for Delivering World-Class Customer Service Training
Customer service used to be a hotline for complaints. It used to be a reception desk for special requests, and the occasional raffle or the lost child at the mall.
But as we all now know, customer service has evolved. Avis is most remembered for its 1962 campaign, “We Try Harder” (which, by the way, has just been retired! After 50 years!). Yes, this was an advertising line. But what they did was to put the customer in the middle of their marketing efforts to show how strongly they wanted you to go with them instead of the #1 rental company. Does anyone even remember who their bigger competitor was?
Idea #1: Make your customer service your brand
Starbucks personalized their service. T.G.I.Fridays made celebrating in their restaurant something to look forward to. American Express has the black card, which can be used to the limits of human imagination, and all you have to do is call in your request to a representative over the phone.
Customer service doesn’t have to come from a booklet or an instructional video. It should be derived from the essence of your brand. “Familiarity,” “Celebration,” “Power.” These words described the brands I mentioned earlier, and they are seen and felt in their customer service, not simply in a tagline.
Idea #2: Distinguish your brand from the rest
Don’t follow the herd. When you add touches that clue customers in to what you are about, you’re putting surprise in their way. You make your store different, and your shoppers feel different as well. If you instruct your bookstore employees to say ‘hello’ and ‘goodbye’ in a different language every week, you position your store as international, and your customers feel international as well.
Idea #3: Infect your employees
Save yourself the money and skip the motivational posters taped to the employee room door. If you have strong feelings about customer service, then live out your feelings during meetings and training. Infect your employees by treating them the way you want them to treat the customers. When they experience your passion and standards, they will understand and empathize, and extend your energy, your heart, and your vision towards your customers.
Idea #4: Satisfy the craving
Your customers have a craving that you haven’t tapped yet. Find out what that is, whether it’s a break from the outside bustle, or strictly a need to eat-and-run, or the latest gadget reviews from the most popular tech websites. Once you find that out, eliminate all barriers to satisfying that craving and get your staff on board. Get them to understand the customers’ desire, so that when your customers get that pang for peace, a quick bite, or a chat about a new OS or hardware, they know where to find it.
Idea #5: At all times, have eyes and ears open
The most valuable asset to your company is your front line. They are the people in the store all the time, interacting with the buyers and clients, suppliers and delivery guys. Teach them to be sensitive to regular customers (and suppliers!). Have them visualize their day and describe it in detail, and see if they can recognize service bottlenecks. Teach them to take note of returning customers and their favorite products. Make it their mission to change customer attitudes for the better, by noticing facial expressions before, during, and after purchases.
Customer service must be exciting, world-class, and differentiating for your brand. Dig deeper into your company’s ethos. Know the character and personalities of your brand, your employees, your suppliers, and your customers before you start the customer service training, and find solutions that are inclusive, memorable, and most importantly, human. MP :)
Tuesday, April 21, 2015
Places: My Potipot Island Experience
Its Summertime once again!
Timing was good because it was Araw ng Kagitingan! Its a holiday so its time to hit the beach and beat the summer heat! And the best place to go near the Metro is the island of Potipot in Candelaria, Zambales, Philippines!
Potipot Island is called the 'little boracay of the north'. This is a virgin island which means that they don't have electricity nor major infrastructures in the island. Perfect for campers and adventurers that would like to experience the simple way of life. However if you are just planning to have a day tour/swimming at the island better book a hotel early. Most of the time hotels in the area are fully booked specially during holy week.
This island beach is getting more popular nowadays just like its contemporaries in southern Zambales (i.e. Anawangin and Nagsasa coves), but unlike the beaches in the south which have grey sand, Potipot Island's fine sand is cream white. Potipot Island is located about 1 km away from the mainland shore of Uacon, Candelaria, Zambales.
How to get there?
By public vehicle:
1. Ride a bus bound for Sta. Cruz, Zambales(Victory has buses that regularly ply this route in Pasay, Cubao or Monumento). In our case Pasay is the nearest station. Last trip was 11.30 pm. Its a 5- 6 hours trip so what should you do? What else but SLEEP. I suggest travel around midnight so you would arrive at Candelaria, Zambales around early morning so you could also buy your food which is fresh.
Please note to prebook your tickets so you have a guaranteed seat as most of the time the bus leave the terminal full.
Please note to prebook your tickets so you have a guaranteed seat as most of the time the bus leave the terminal full.
2. Get off at Dawal Resort in Barangay Uacon in Candelaria (the town just before Sta. Cruz). You can take a trike or even walk to the nearest resort or the beach where you can get a boat to Potipot Island. There are about 5 resorts in the area (Dawal, Harvest, Isla Vista SunBloom, and Puerto Del Mar) to choose from.
For me its better to go by public vehicle instead. Since it is a very long drive with lot of towns to pass by. I am not recommending this for first timers. However if you want to go by private vehicle, you may check google map or other blog site for further directions.
Below are some of the views of Potipot Island:
Below are some of the views of Potipot Island:
view of the island from Harvest Resort |
My friend emoting at the island at 6 am |
Picture pa more ... |
Early morning view of the island. |
Boat ride going to Potipot Island 10 - 15 mins ride. |
Our residence for 2 days stay in Zambales - Harvest Resort |
You can also swim at the beachfront of the Resort. |
Cottages for rent Fee Php 1,500 |
Budget per head was at Php 2,500 for an overnight stay for 4 persons. However the more friends you tag along, the lesser would be the expenses for your group. There are hotels that can accomodate 4 -5 people in one a/c room at Php 1,500/night. (If you plan to have a day tour at the island).
Just always remember to take nothing but pictures, leave nothing but footprints! Enjoy your summer vacation!")
Just always remember to take nothing but pictures, leave nothing but footprints! Enjoy your summer vacation!")
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