Thursday, April 16, 2015

Business: 5 Ways CXO (Customer Experience Optimization) Will Save You Money


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, leave your email address on the comment box. MP:)

Business: Important Criteria in Hiring Front-liners



Hiring someone for a customer service role can be challenging. More than their academic background and work experience, what we really need to evaluate is if the personality of the candidate matches the values of the brand she or he will represent. There are people who are innately strong in interpersonal intelligence, and this should be one of the criteria hiring managers should consider. What management tend to overlook is that front-liners are the brand’s ambassadors.

If we keep this in mind the next time we hire a new sales staff, a bank teller, or a customer service officer, we will spend less time training them on customer service 101, instead, we can focus on how their natural passion to engage and relate with people can help your business grow.

MP :) 

Monday, April 6, 2015

HAPPY EASTER TO ALL!!!!

To all my Christian friends,

 May the almighty bless you on this auspicious day, a day of hope, love and Peace... 



Wishing you all Happy Easter! Rejoice 


Christ has risen!!! 

Friday, July 25, 2014

Places: The Philippine Arena and Stadium - The World's Largest Dome Arena

Aerial shot of the Philippine Arena and Stadium - Rappler.com

This multi-purpose indoor arena at Ciudad de Victoria is a 140-hectare tourism enterprise zone in Bocaue and Santa Maria, Bulacan, Philippines.With a minimum capacity of 55,000 seats, it is the WORLD'S LARGEST INDOOR ARENA Overtaking STAPLE CENTER  in  Los Angeles, CA, USA and the O2 Arena in London, England. It's capacity is double or triple that of MOA Arena and Smart Araneta Coliseum, and can compete with stadiums like the Tokyo Dome in Japan and the Hong Kong Stadium.

The Arena is the centerpiece of the many centennial projects of the Iglesia Ni Cristo (INC) for their grand celebration on July 27, 2014. The legal owner of the arena is the INC's educational institution, New Era University.

Hats off to the whole INC leadership for this accomplishment. CONGRATULATIONS! :)


Thursday, June 5, 2014

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


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.

1.Ask yourselves these questions, and you will be able to see the forest through the trees.
2. 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?
3. Aside from my own, which is my favorite store, product, or service? Has customer service become expected of my brand?
4. 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?
5. Do I know the benefits and attributes of all my products? Should I expect all my employees to know?
6. What incentives do my customers have to want to be part of my mailing list?
7. What is unique with the way we treat our customers BEFORE the sale? How can I make our customer experience unforgettable?
8. How can we drive our brand message through DURING the sale?
9. Who is in charge of Customer Relationship Management (CRM) AFTER the sale?
10. What are the Key Performance Indicators that I can demand from our customer service staff?
11.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?
12. 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.

Wednesday, April 23, 2014

Lifestyle: Business - 10 Most Popular Online Scams in the Philippines by IMoney, Phils.


The internet provides us with anonymity. Though this is a good thing in terms of voicing out your opinion, it is also the main reason why a number of scams exist. People use the internet to hide their identities. If you have been using the World Wide Web for quite some time, you may be aware of some shady practices that can get you into trouble. In fact, some scams online are intricately planned, to the point where it looks legitimate at times.

Here are some of those scams that you might want to avoid.
Sulit Laptop Scam



Sulit has been a household name for those trying to sell. Whether you are selling pre-loved shoes in your house, you can place it on Sulit to get a potential buyer. For those selling their laptop, they may get an unusual email from Nigeria.

It Happens When: The scam goes where the seller will receive an email that he needs to ship the laptop to Nigeria. They then let tell you that the payment will be coming once you sent the laptop to a certain address that they will provide.

How to Avoid It: If you are selling an item, everything should be shouldered by the buyer. In fact, for some meet ups, the seller asks for an additional fee.
PayPal Conversion Scam



PayPal’s partner in the Philippines is Union Bank. For those with no EON card, it is impossible to get your money with minimal charge. What’s the alternative to getting your money from PayPal? You may not be able to get it with the most reasonable price.

It Happens When: There are some people who will claim that they will give you cash in exchange of your PayPal funds. With those ads posted on Sulit, they claim to buy your PayPal funds with a given exchange rate. They usually ask you to buy from them online, and in exchange you get the conversion of your PayPal funds. Once you’ve purchased an item for them online, they will most likely deactivate their Sulit Account along with your line of communication.

How to Avoid It: Just go get an EON card. It is the simplest and most convenient way of getting your cash from PayPal.
Dating Scams Online



Thanks to the internet, it is possible to find someone special through dating sites. Though there are people who actually met their significant other through this channel, there are also those who just met a scammer.

It Happens When: For those who are lonely, they risk going to dating sites, meeting new people who they can fall in love with. There are some scammers who are taking advantage of this, asking money from other users. Some scammers ask money from the victims in order to buy a webcam or for them to pay for some sick relative. The story goes on and on and even more complicated than usual. By the end of it all, it is common that these scammers would ask their victim to send money via Western Union, and other money transfer means.

How to Avoid It: Do not send money whenever you are dating online. Keep in mind that true love is free, well, except for the dates, travel fees and other expenses. Other than that, there is no price tag to falling in love.
MLM/Networking Scams



MLM/Networking scams happen most of the time outside the house. However, they most often establish rapport through online means or through texts. They invite people to a business meeting often times asking them to dress in smart casual attire. Sounds legit? Some perform their “business meetings” on fast food restaurants from Jollibee to KFC for hours.

It Happens When: They usually won’t say what their product is about on the email but rather state that they are looking for a business partner who they can share their blessings with etc. Once you are there, you will be offered products with exorbitant prices that you then have to sell. Just imagine paying P20,000 worth of items that you could actually buy for a fraction of a price? It could be health related or even beauty products. You name it. It is also common that they use “legit” testimonials or even name drop celebrities to attest to their product’s effectiveness. Also, it is common that they show off success stories of people who stayed with them, who now drive a nice car.

How to Avoid It: Be reasonable. Who do you think would buy overpriced items? Also, can you stomach going to your loved ones selling them with goods that you know are overpriced? Also, remember that there is no short cut to success. These networking businesses typically offer fast financial security with minimal sweat, under the guise of “working smart”.
Work-At-Home Scam



The internet allowed us to stay connected with each other. Because of this, there are businesses that are now operating solely online. Lowering the overhead cost, this paved way for outsourcing and real opportunities. However, there are some scams disguised aswork-at-home opportunities.

It Happens When: Who wants to earn money while sitting comfortably at home? Well, everyone would love that. The problem with this, is that they don’t say that you will be the one buying the supplies, paying for the newspaper ads, and doing all the trouble for a minimal pay. There are a number of legitimate work-at-home opportunities though. Web designers, developers, copywriters and even some call center agents now enjoy the perks of the internet working for legit stay-at-home jobs. Just keep in mind that if you are going to have to pay, then maybe there is a problem.

How to Avoid It: Do a bit of research. You may want to go to sites such as Freelancer, and oDesk to get some work at home gigs.
Auction Scams



One of the best ways on how you can get precious items is via auction. Through auction, collectible items are typically sold. This is the best way to get an item that is rare. In fact, designer bags and other similar items are sold on this platform.

It Happens When: When you get an item that is not exactly what is described, now that is already a scam. There are cases in the US where an $18,000 Louis Vuitton bag turned out to be a knock off item.

How to Avoid It: You need to make sure that you look at the comments and feedback of a seller, especially on eBay, Sulit or any other e-commerce site.
Phishing Emails



People are sometimes eager to click on links that they see on their emails. What they don’t know is that this could lead towards identity theft. People sometimes forget that they should also not enter their bank or credit card information on sites that look dubious.

It Happens When: Ever received an email where you are told that something went wrong with your bank account? If you will look at the email, everything looks legit from the logos to the way the sentences were constructed; everything seemed to come from legitimate sources. However, when you get to the link, you will be asked to enter your information data. This is how they get your money.

How to Avoid It: Just ignore the emails. Banks will call you if ever it involves your security. Also, you can always verify with your bank first when you receive these emails. Make sure you are on a secured website.
Fund Transfer Scam



People can be greedy. When people are faced with large figures, they sometimes throw their logic out of the window. This is where the fund transfer scam happens.

It Happens When: Ever received an email, more commonly, from Nigeria that tells you about a story that he needs an accomplice in order to launder huge amounts of money? According to the email, it is worth millions. Of course, the greedy person in you may actually consider it. The catch, you need to come up with an initial fee that will be used to finalize the transaction, such as bribe people who needs to be bribed. Paying upfront, you will never get the money that you thought you are going to get.

How to Avoid It: Do not send money to anyone you do not know. Also, you need to be reasonable and control your greed.
Congratulations Scam!



There are a lot of contests where you could win online. When you are offered by free items, people hardly say no. This is the whole principle why this scam is also successful. The bottom line is that people love free stuff. You could tell them that they won despite not joining anything.

It Happens When: Ever had an experience where you get an email, that you actually won an item. It could be an iPod, Xbox, PS3 or now PS4. You will be told that you won via electronic raffle and your email has been picked. What do you need to do to claim your prize? Well, you just have to go to a certain website where you have to fill in your debit card or bank information in your address. Now, do you get an item in your mailbox? Not really. You just get unexplained charges from different parts of the world. There is a chance that you have to pay for all of this, unless you dispute the charges.

How to Avoid It: You will never win if you didn’t join anything. Also, do not ever give your bank details to anyone, especially to dubious websites.
Wi-Fi Hot Spot Scam



People use the internet most of the time. They actually go online in order to check their emails or to even buy a number of things. What if you suddenly have your information stolen because of these connections?

It Happens When: Free seems to make us go crazy over something. In fact, people love to connect to a free Wi-Fi connection. What most people do not know is that these connections leave you vulnerable to hackers. They could be mining your credit cardinformation when you log on to those Wi-Fi connections.

How to Avoid It: What you want to make sure is to only use legitimate connections from a coffee shop or from the establishment.

There are a lot of online scams today. In fact, they keep on adapting in order to get more victims. What you want to do is to always be vigilant. Is it easy money? Does it involve you paying upfront? Lastly, is it too good to be true? These are some questions that you may want to ask first before ever considering a gig or an offer. Think before clicking.





Share this information to your friends now! 

Source: IMoney Philippines

Monday, April 21, 2014

Lifestyle: Book Review - The Secret Shopper Affair by Kate Harrison





The Secret Shopper Affair revolves around 3 friends, Sandie, Emily, and Grazia, who found each other through their secret shopping activities. The book gives us a glimpse of how they deal with life beyond their love for retail: for Sandie, it’s juggling pregnancy and the herculean task of resuscitating a dying department store, while engaged in a battle of wits with her partner’s mother. For Emily, it’s the internal conflict of swallowing the bitter pill over Sandie’s (and everyone else’s, for that matter) successes. And it doesn’t help that her Will is adamant about not having another baby, something she feels she is ready for. Finally, for Grazia, it’s the proverbial question of man or career: new love or budding talent?

Seems intense? Don’t be intimidated. Despite a few heartfails, humor is never wanting. The characters are also very relatable (yes, even glamorous Grazia seems very down to earth). Furthermore, I found it so witty how once in a while they “revert to secret shopper mode,” observing and assessing real life with the eyes of a mystery shopper.

Overall, it’s a fun and light read, a heartwarming story that celebrates friendship… and secret shopping

Surprisingly, I found myself enjoying it.