Wednesday, June 29, 2011

There's A Customer And She Wants Some Service


Yesterday, I had a really good service experience.

Shocking I know as blogs are usually vehicles for passive aggressive
rants about emo staff and business processes that have been designed
by a mentally challenged ostrich.

So what made it so good?

1. Listening: The consultant sat down with me and asked me open-ended
questions about my own lifestyle, needs and expectations. She then
relayed back to me what she had understood so I had the confidence
that I’d been heard.
2. Preference: At all stages, I was asked what my personal preferences
were and I felt in control of the situation. Preferred contact method,
preferred drink, and preferred time of the day for an appointment.
The experience was being customised to my needs.
3. Expectations: My expectations were managed all through the
experience. I was given three pricing options and asked about my
budget. I was told how long it would take and what results I could
expect. I was then given time to make a selection and assured that
there was no pressure for me to take the most expensive option.
4. Good business processes: Before the appointment, I was sent a text
confirming my scheduled time and the location and contact phone number
if I needed directions or help. I was greeted on arrival by first name
and sent a thank you email with a request for rebooking or feedback
when I got home.
5. The people were 'people people': Most importantly, the staff were
all friendly, could make polite conversation and were attentive to
basic things such as making sure I was comfortable, had a drink and
that I had found the place OK.

Simple things, executed well, and I walked out the door with a
reasonable dent in my bank account and yet still, a plan to return.
The owner told me they had a 90% customer retention rate so the payoff
speaks for itself.

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Tuesday, June 21, 2011

The Top 100 Social Media Brands By Industry

Wednesday, June 15, 2011


Thursday, June 9, 2011

You're In The Army Now: Message Force Multipliers


Want to multiply your message?

Try some army-issue ‘message force multipliers’. 

In 2008 the New York Times again returned to the issue of hidden public relations agendas with a series of stories in which Barstow showed how the Pentagon was using retired military officers to deliver the miltary’s message on the war in Iraq and its counterterrorism efforts.  
Barstow described how the officers were presented on the news programs and independent consultants offering unvarnished opinions.
After being stonewalled by the Pentagon for two years, the Times eventually sued to obtain records about the Defense Department’s use of retired military officers.
Barstow found evidence that the officers’ appearances on television were not happenstance, but a carefully coordinated effort of what the Pentagon called ‘message force multipliers’.
Sullivan, J (May/June 2011), ‘True Enough: The Second Age of PR’, Columbia Journalism Review.

Horribly unethical? Makes you think who you are really listening to on the news doesn’t it?

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