E customer service


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Presented here are the slides from my E-Customer Service Workshop. Look forward to having you attend my next workshop.

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E customer service

  1. 1. e-Customer Service presented byH.J. ‘Coach’ Bengochea B.Sc., M.B.A. 1
  2. 2. H. J. ‘Coach’ Bengochea’s Bio-SketchH J Bengochea is a Business Coach specializing in Leadership, Sales, Marketing & Customer Relations. He hasconsulted and conducted workshops across the Caribbean for companies such as FedEx, The Aruba Free Zone, theNeal & Massy Group, Accelor Mittal Steel and Caribbean Money Market Brokers. He is a preferred facilitator andsenior consultant with the Business Development Company.He has over twenty five years experience in Marketing, having worked with blue chip companies across theCaribbean. He was V.P. International Marketing with S. M. Jaleel & Co. Ltd., Marketing Director of Carib Brewery,Caricom Marketing Manager for Coca-Cola, Sales Manager at Johnson & Johnson and Executive Director & CEO ofthe Export Centers of Trinidad & Tobago.Coach Bengo, as he has branded himself, holds a B.Sc. and a Masters in Business Administration from the Universityof the West Indies. He is a part-time lecturer at the University’s undergraduate program in International MarketingManagement and also lectures at the University’s Business School (Arthur Lok Jack Graduate School of Business) inthe International Masters of Business Administration and the Masters in Marketing programs in e-CommerceMarketing, ICT & e-Commerce, Marketing, Product Planning and Supply Chain Management.He co-owns and operates an Education, Training & Development Agency, Sandee Communications Ltd. whichdevelops and conducts programs such as Flavorites National Peppy Spelling Bee and the i Learn program conductedacross the Nations primary and secondary schools. 2
  3. 3. We live in an increasingly Wired World• Approximately 25% of Trinidad & Tobago households have Internet Access• Add an incremental 10% for those that have Internet access via the office• Add another 5% that have Also more than 45% of households Internet access via their have cable television service. mobile phone And another 40% have access to• More than 90% of adult News and Advertisements via individuals own a mobile broadcast TV & Radio phone 3
  4. 4. This is changing the way people view information• Persons today (especially the younger generation) expect – Instant information – Instant News from around the world – Easy to find what you’re looking for by searching, browsing or telephoning – Family & Friends are always a click away - real time networking - and they look to these contacts for information 4
  5. 5. ICT• This has been described as the first 30 sec of the ICT revolution• Most commerce will be e- commerce by 2050 5
  6. 6. The Mobile Phone is now a Way of LifeThe Younger Generationneeds to be constantlyconnected and expectssimilar service. 6
  7. 7. And the Revolution is Just Beginning• Facebook and MySpace - its all about You.• Social Networking Phenomenon - estimated +400,000 Trinis now have a Facebook account• Facebook - the concept of sharing in what’s happening in my life and all my friends and family lives The 21st Century will be the age of a digitally enabled social and commercial life, the outlines of which we can barely perceive at this time. Laudon & Traver 7
  8. 8. Digital World 8
  9. 9. And this is changing the way Customers expect to be treated• Customers today expect – Their information is close at hand – Instant feedback and response – Instant action – Self service – Instant Chat – In a nutshell customers expect customized service in real time – With Security 9
  10. 10. E-Customer Motivation E-Customer Motivation Information Search Belong, Connect Know How to....Knowledge Speed and Convenience Review & Testimonials 10
  11. 11. E-Customer Fears & Phobias E-Customer Fears & Phobias Security of Information Privacy Fraud 11
  12. 12. Growth of e-commerce & m-commerce 12
  13. 13. Customers seek a trusting relationship A trusting relationship Customer agreement to two-way communication Website promise not to disseminate information e-Visitors choose anonymity
  14. 14. Know your e-Customers before you Service them Online Meet SuccessfulE-CustomerMotivation E-Customer Expectations = Transaction Fears & Phobias 14
  15. 15. Attract & Keep High-Performing e-Customer Service Employees• Attract them• Develop Job Descriptions• Train them – How to handle Customer Complaints – Interpersonal Skills – Listening Skills – Show concern, acknowledge and apologize for the mistakes• Keep them• Empower them 15
  16. 16. Amazon.com Customer ServiceAmazon does not ‘deliver customer service’, they build You can have products sent to multiple locations, request individualpowerful partnerships. giftwrapping, pay either by credit card, wire transfer or check. You can choose standard, express or overnight delivery and see the costs ofYet another customer satisfaction survey has rated Amazon as #1 among all online each before deciding. If a product is not in stock, you can have each item sentretailers. as it becomes available, or hold and ship all your items at once. If you chooseAmazon’s customer service has always been recognized and applauded as world- the first option, Amazon guarantees shipping costs will be no more than if youclass. This is remarkable, especially since it is a purely online retailer. Amazon has chose the second.hardly any ‘human’ interactions – often considered crucial perception points forincreasing customer satisfaction and loyalty – in the value delivery chain. How does Amazon DELIVER?Many companies try to emulate Amazon and cost-effectively provide higher levels As soon as you place an order, you receive an e-mail confirming all the details.of service through leveraging technology. But Amazon does not only ‘deliver You can change it if you reply right away.customer service’ – they build powerful partnerships with their customers. When your order is filled, you get another confirmation by e-mail. Your credit card is charged only when the order is actually shipped.Every service cycle is a series of interconnected conversations: Explore, Agree, Products are packed in strong boxes with extra padding to ensure they reachDeliver and Assure. you in good condition. You can track your orders in process and see your complete order history at1. EXPLORE: find out what is important to the other person.2. AGREE: make a promise to do something on their behalf. any time.3. DELIVER: do what you promised. Inside each box is a complete description of the order and an attractive4. ASSURE: check and make sure they are satisfied. bookmark, useful information or gift.5. EXPLORE to start a new cycle again How does Amazon ASSURE?To build powerful partnerships with ever growing levels of trust, a service providermust become excellent in all four stages. Most companies are chronically weak in at Amazon is committed to your complete satisfaction. If you have a problem,least one, which jeopardizes this accumulation of trust. they will reply to you quickly by e-mail and take remedial actions right away. If you have any suggestions to help improve the service, AmazonHow does Amazon do it? enthusiastically welcomes your ideas.How does Amazon help you EXPLORE? By continuously Stepping UP! in all four stages, Amazon earns high levels of customer satisfaction with every purchase, builds extraordinary levels of loyalty and Search by any topic or title. View related titles, other titles by the same author, converts ‘one-shot’ deals into powerful partnerships. and titles of books purchased by people who also purchased this book. Amazon provides book reviews from other readers as well as the publisher How can you do the same? In the next blog post, we will highlight the key and author. questions and action steps for you. If you are a member of a specific community, company or affinity group, Amazon tells you what books people in that group are buying now. 16How does Amazon AGREE?
  17. 17. The Big Tent Published: November 09, 2009 Bob Garfield Campaign Trail Amazon.com - Bezos’ commitment to DigitalNext GenNext GoodWorks Power 150 Though its far from giving the store away, Amazon has responded Customer Service is legendary Small Agency Diary to the recession by keeping prices low and keeping up its good Songs For Soap 2010 America explains what you need to know deals on shipping. Revenue soared 16% for the first half of the Video about the biggest consumer market-research year, and the company shredded third-quarter expectations with project of the decade: the 2010 U.S. census. earnings surging by 69%. Demographics expert Peter Francese, author of this highly readable Ad Age white paper, analyzes what the census will reveal about the LESSONS LEARNED: changing face of consumers. 1. CUSTOMER SERVICE IS MARKETING. Amazon CEO Jeff Bezos has said on• “You can numerous occasions he wants to run "the most customer-centric company in tarnish the world." Note that he did not say your on- biggest online retailer or immensely profitable company. Those just happen line to be the benefits of putting your customers at the forefront of everything reputatio you do. And thats not just about n with having a sharp call center. As Mr. Bezos told BusinessWeek when the magazine bad made Amazons center tops on its list of Customer best customer-service companies, "Customer experience includes having Service” the lowest price, having the fastest delivery, having it reliable enough so• How fast that you dont need to contact is your 7% [anyone]. Then you save customer service for those truly unusual of respondents picked e- Response situations. You know, I got my book, Time? http://adage.com/moy09/article?article_id=140327 Page 1 of 4 17
  18. 18. of respondents picked e- tailer Amazon for its focus situations. You know, I got my book, on marking shoppers and its missing pages 47 through 58." happy. 2. YOU DONT NEED A BIG AD BUDGET TO BUILD A BRAND. Whens the last time you saw an Amazon ad? Exactly. Despite its universal awareness among consumers, Amazon has a minuscule ad budget. Rather than try to buy love, it earns through the aforementioned customer-centric approach and the word-of-mouth it engenders. The brand is also helped along by smart initiatives such as its Frustration-Free Packaging, designed as an alternative to those awful plastic clam shells. While it does seem that, at someWHITE PAPERS point, Amazon will have to find a way to market the Kindle2010 America somewhere other than its website, the e-reader, now theHispanic Fact Pack companys top-selling product, is doing just fine without muchWinning Consumers In media weight behind it.ChinaThe Marketing and Media REGISTER NOW! 3. BE A SOCIAL COMPANY, NOT A SOCIAL-MEDIA MARKETER.Opportunities in For Inspiration on Reinvention, Join UsRecession Amazon doesnt need heavy-handed tactics like building Twitter at the Idea ConferenceHow Commercial Ratings feeds and Facebook pages to show it gets social media. All it takesChanged the $70 Billion is a quick look at its website to see how customers voices areTV Market central to what makes Amazon. Those reviews and rankings we all take for granted now are crucial to the shopping experience. This,RESOURCES of course, isnt to say that Amazon hasnt had its share ofJobs missteps. In April, gay-themed books were accidentally dropped Ad Age and Creativity Host the Fourth AnnualWebcasts from sales rankings. Amazon took the blame, but took way too long Event on Nov. 12 at Terminal 5 in New YorkAd Age Events to make an apology -- and drew fire from the gay and lesbian CityIndustry Events community.BRANDED SPECIAL REPORT 4. DONT FEAR THE ALGORITHM.CONTENT Amazon boasts an amazing recommendation engine, pumping out Marketer of the Year: HyundaiCustom Programs regular enticements of books, movies and other products you mightMarketing Information want to buy. That helps them avoid the plight of other e-tailers whoChannels seem to think CRM is spelled S-P-A-M. Amazon sends a carefullyThe PR Factor curated suggestion based on an enormous amount of purchasingCustomer Relationship data. While its far from perfect, the algorithm is usually on toMarketing SectionMobile Marketing Guide something, to the detriment of many wallets.2009 Cable Guide The carmaker won handily in our reader poll,Ad Network + Exchange 5. DO DEALS THAT MAKE SENSE CULTURALLY. besting Walmart, McDonalds, Lego andGuide When Amazon bought Zappos for more than $800 million, it didnt Amazon just buy a shoe e-tailer with $1 billion-plus in sales. SomethingSERVICES more valuable changed hands, namely a culture thats remarkably NEWSSubscriptions similar to Amazons own ethos of customer-centricity. Zappos, ANA Annual ConferenceMedia Kit besides subscribing to a corporate philosophy of transparency,Help Center takes much of its marketing budget and invests it in free shippingList Rental for customers, instead of bludgeoning them with ads. SoundShare & Save familiar? RSS (What is RSS?) 18Editorial Staff Catch Up With Highlights From the ANAs Annual Masters of Marketing Conference
  19. 19. Know your Objectives of e-Customer Service 5 Ss• Disseminate Information • Sell• Correct mis-information• Transact business • Serve• Create a Community • Speak• Teach how to.... (Dialogue)• Provide Convenience• Provide Reviews & • Save Testimonials • Sizzle• Grow Loyalty 19
  20. 20. Online ValueProposition & the 6Cs• Content• Customization• Community• Convenience• Choice• Cost Reduction
  21. 21. Digicel & bmobile http://www.digiceljamaica.com/ http://www.digiceltt.com/ http://bmobile.co.tt/
  22. 22. Evolution of e-Customer Service Fully Interactive Interactive Simple Interactive Static Informative Basic PresenceNo Presence Online 22
  23. 23. Understanding e-Customer Service• Customer Service real time using information – helping organizations and individuals make decisions – adding customer value – critical thinking - analyzing customer information and using it to adapt one’s service – time is critical – economy is critical – staying ahead of the competition – Building loyalty along the way – Building community along the way 23
  24. 24. Gov’thttp://www.ttconnect.gov.tt/gortt/portal/ttconnect 24
  25. 25. e-Customer Service...• is therefore serving today’s customer using Digital technology – Digital – Instantaneous – Continuous flow – Multimedia – Interactive – Adaptive – Community 25
  26. 26. Before we begin e-Customer Service we should note ourIndustry Customer Buying Model Customer Interaction 5% Customer 20% TrialAction 20% 25% Preference 25% Decision 40% Liking 40% Evaluation 70% Knowledge 70% Information Search Problem 90% Awareness 90% Recognition © 2007 McGraw-Hill Companies, Inc., McGraw-Hill/Irwin
  27. 27. How can we Service the Customer Online at eachStage of the Buying Process E-mail notification, FAQs, History, Knowledge base, Diagnostics, e-newsletters competitions, reminder service, loyalty schemes Customer recommendations Gift Options, Delivery Options, 20% Trial Minimize steps Action Security guarantee, service promise Discounts, StorePreference 25% locator, Call to Action Decision Reviews and ratings Online Product guides, Detailed Information, 40% Liking Product picture, Price, availability, deliver, Evaluation Reviews and ratings Key Word Search, 70% Knowledge Product code, Faceted Browse Information Search Search Engines, Portals Problem 90% Awareness Featured Products, Banner Ads Opt-in-e-mail Recognition © 2007 McGraw-Hill Companies, Inc., McGraw-Hill/Irwin
  28. 28. Online Buying ProcessResults from studies show that the online buyingprocess acts as a sieve, where customers areinadvertently filter out at each stage of their decision-making process. 28
  29. 29. • At the information search stage, 9% wasnt able to find the products they were looking for because they couldnt identify the right product category or find product options using the search facility. 8% of the shoppers who succeeded in finding products gave up because the product lists didnt provide enough information to identify purchase options, or because they were confused by going back and forth between product lists and product description pages in order to decide if the products would fit their basic needs.• Researchers found that the major problems occur when customers want to evaluate their product alternatives. Only 25% of the shoppers who reached this stage proceeded to the next. Some stopped because they realized that none of the products would fit their needs, but most because the product information was so inadequate that they couldnt tell if the products they were interested in satisfied their needs.• At the purchase stage, 13% dropped out because they didnt want to go through the required registration process or because they where disappointed by poor shipping charge policies.• UIE also found a surprisingly high amount of problems in the purchase evaluation stage. 11% percent of the shoppers where either so unhappy with a product that they returned it, didnt receive the product at all, or got the wrong product. Some of the shoppers told UIE that they returned a product because it wasnt what they expected, which suggest a failure in setting up the right expectations in the product evaluation stage. 29
  30. 30. e-Customer Service tools• E-mail notification• FAQs• History• Knowledge base• Diagnostics• e-newsletters• competitions• reminder service• loyalty schemes• recommendations 30
  31. 31. E-mail notification, Use of e-mail, theInternet and social networking technologies 31
  32. 32. Sent Mail If youre having trouble viewing this email, please click here. Drafts Data Collection Services Guarantee our messages always go straight to your inbox. IVR / Web / PDA data collection for Spam survey and opinion research Add funships@carnivalfunmail.com to your Address Book or Safe List. BDC www.issi-ivr.com carnival.com The Fun Ships Deleted Items Mutual Funds Flavorite Ready to start your Nest Egg? Heineken Try ANSAs Trilogy of Income Funds www.ansabank.com i Learn Dear Hilary, Neal & Massy Welcome home. We hope you enjoyed your cruise as much as we Scotiabank Trinid./Tobago Sent Items enjoyed having you aboard. In fact, wed love it if you could click Full Range of Banking Services from here and take a few minutes to tell us all about it. Scotiabank in Trinidad & Tobago. TRICON TT.Scotiabank.com 4 more! At Carnival, our past guests are important to us. Thats why we ICH International feature a variety of benefits exclusively for our past guests.Chat Facilitation, Mediation, Training Coaching, Leadership, Speaking Search, add or invite www.ich-international.ca Carnival CoachBengo • A complimentary subscription to Currents magazine. Makeup Artists in T&T Find Makeup Artists "If anyone wishes to come after me, he Carnivals Past Guest Recognition his cross daily and follow me. For whoever wishes to save his life will lose it, but whoever loses his life for my sake will save it. What profit is there for one to gain the whole world yet lose or fo • must deny himself and take up Program • Past guest reunion cruises loaded with free gifts and Photographers in T&T Andre Thorpe www.makeuptt.com • Cruise offers available only to past guests Anthony Woodroffe • Purchase a Carnival Comfort Bed Cruise kashif greaves JSF and Apache MyFaces • Share the fun with Carnival Scrapblog Support and Consulting for JSF Kirk Bengochea • Exclusive benefits on Carnival sister brands and more! Trainings in German and English martins www.irian.at We look forward to welcoming you aboard your next "Fun Ship" Preya Sookhai Lines cruise. See you soon! CSF Couriers Limited Francie Ammon Your Number One Skybox Company not in office in Trinidad & Tobago William Carter www.csfcouriersltd.com A(way)F(rom)K(eyb… Amrish Maharaj More about... Carnival Cruises »Invite a friend Carnival has designed an extra special offer exclusively for our valued past guests. Save Caribbean Cruises »Give Gmail to: $50* on your next cruise when you book by 7/2/2008. Its our way of saying thank Cruise Ship » you for cruising with Carnival. Use your Past Guest Number 73254474 to book with your Cruises from Tampa » travel agent now. Please remember your travel agent must submit this email on your Customer Service » Send Invite 89 left behalf. Business Proposal » Preview Invite Business Development » Business Management » For more information, or to book your cruise today, call: About these links your travel agent All Aboard Cruise Services at 868-676-2679 or Carnival at 1-888-CARNIVAL or visit Carnival.com. Let the fun begin. TM *Cruise rates are in US dollars, per person and based on category 4A. Government taxes/fees are additional for all guests. Offer is non-transferable and has no cash value. Receive $50 off per stateroom on a future sailing. Sailing must be booked within 60 days of cruise depart date. Savings is based on double occupancy. Single occupancy guests receive 1/2 the savings amount. Not combinable on restricted rate codes. Valid on category 4A and higher. Not applicable on 2 day sailings. Full deposit required at time of booking. Restrictions apply. A copy of the original email must be mailed to: Carnival Cruise Lines, 3655 NW 87 Avenue, Miami Fl. 33178-2428. Attn: Res Admin. Research Desk, Mail Stop: MSRZ-250S. Unsubscribe from our mailing list or send a request by mail to: Carnival Cruise Lines, 3655 NW 87th Avenue, Miami, FL. 33178-2428. Attn: Internet Marketing. View Privacy Policy. ©2008 Carnival Cruise Lines Reply Reply to all Forward « Back to Search Results Archive Report spam Delete Move to Inbox Labels More actions ‹ Newer 91 of 92 Older › 32
  33. 33. Mail Download Metatrader - www.Alpari-US.com - Open A Free Practice Account Download Metatrader Here About these ads < Contacts Tasks « Back to Search Results Archive Report spam Delete Move to Inbox Labels More actions ‹ Newer 90 of 92 Older › New window Compose mail Hilary - Great deals during our One Day Sale Inbox X Print all Inbox Carnival Cruise Lines to me show details 22/06/2008 Reply Turn off highlighting Buzz If youre having trouble viewing this email, please click here. Starred Guarantee our messages always go straight to your inbox. Add funships@carnivalfunmail.com to your Address Book or Safe List. More about... Sent Mail Cruise Ship » Find a Cruise | Take a Virtual Cruise Cruise Deals » Drafts Sea Escape Cruise » Spam Cruise Specials » BDC Deleted Items Flavorite Heineken i Learn 3 & 4 Day Neal & Massy Sailings Sent Items starting from 279^* TRICON 4 more! 6 Day SailingsChat starting from 499^* Search, add or invite CoachBengo 8 Day Sailings starting from 599^* "If anyone wishes to come after me, he must deny himself and take up his cross daily and follow me. For whoever wishes to save his life will lose it, but whoever loses his life for my sake will save it. What profit is t Andre Thorpe Anthony Woodroffe kashif greaves Hilary, Feedback from guests just Kirk Bengochea like you. more michael dookie Havent made your summer vacation plans yet? Are you already thinking CRUISE REVIEWS Preya Sookhai *Adita Seenath* about what to do for fun this winter? Thats perfect because this Thursday, Online Amrish Maharaj June 26th, were featuring BIG savings and FREE upgrades on virtually scrapbooks created by our Francie Ammon every cruise sailing between now and March 31, 2009!^* guests. more not in office Robert Reid SCRAPBLOG Its Carnivals One Day Sale and its the ideal day for you to book your cruise.Invite a friend A virtual cruise Just remember, these amazing offers are only around for 24 hours. Be sure experienceGive Gmail to: like no other. to book your cruise Thursday. moreSend Invite 89 left FUNSHIP ISLAND Preview Invite Call your Call Carnival at Book online Travel Agent or or 1-888-Carnival at carnival.com to book today 33 ^ Fuel supplement additional $9 per guest, per day based on double occupancy; additional $4 per guest, per day for third, fourth and fifth guests.
  34. 34. FAQs,• Frequently Asked Questions are answered online. 34
  35. 35. What’s New What is iTunes What’s on iTunes iTunes Charts How To Podcasting Resources Tips for Podcast Fans Making a Podcast What is a podcast? FAQs: For Podcast Fans A podcast is an episodic program delivered via the Internet using an XML protocol called RSS. FAQs: For Podcast Makers Podcast episodes can be audio files, video files, documents, or any combination of the three. The publisher or broadcaster podcasts the program by posting the episodes and the XML Seminar document to a Web server. The consumer subscribes to the podcast using a client application, Podcast Producer Seminar such as iTunes, which regularly reads the XML file and downloads new episodes. Audio Podcast Tutorials Because podcasts can include several of the most common types of media, they can be used to Creating an Audio Podcast with offer many different kinds of programs. Any television or radio program can of course be GarageBand transmitted as a podcast, as can any lecture, performance, or other recorded event. Using the Creating a Video Podcast with AAC file format, audio podcasts can include synchronized still images to create a narrated GarageBand slideshow. In this way, a series of lectures can include the lecturer’s voice and presentation slides. In most podcasts, each episode is the same file format, so subscribers can enjoy the program the same way each time. However, some podcasts use multiple media. Language courses, for example, can combine video for a sense of the foreign country, audio for information and ear training, and documents for practice and reference. A wide variety of programs are emerging as podcasts, because the protocol offers compelling characteristics for publishers: 1. The cost of distribution is limited to the cost of data transfer. 2. The XML document that ties the podcast together is simpler to create and maintain than most web pages. 3. The RSS protocol helps facilitate an ongoing, opt-in, and highly convenient relationship with the subscriber. 4. The size of the channel is effectively unlimited therefore can’t be dominated by any other publisher or broadcaster. And podcasts are attractive to subscribers, too: Podcasts are free. There are thousands of podcasts available from all over the world. New podcast episodes appear automatically and can be enjoyed anywhere, anytime. How can I get started? The podcasts directory in the iTunes Store is where you find and subscribe to new podcasts: The Podcasts section of your Library is where you manage your existing subscriptions and play the episodes you have downloaded: To find and subscribe to a podcast: Launch iTunes. If you do not have iTunes, download the latest version of iTunes, free. In the left column of iTunes, click on iTunes Store underneath the Store subheading. Locate the navigation bar along the top of the iTunes Store homepage and click on Podcasts. Explore the wide selection of podcasts by clicking on the various pages and links. Alternatively, you can search for podcasts by entering search terms in the Search iTunes Store field. When iTunes displays results for your search, click Podcasts underneath the “Filter By Media Type” column on the far left to show only podcasts. When you find a podcast you want to try, you can either: Stream the podcast directly from the store by double-clicking on an episode Download a specific episode to your iTunes client by pressing the “Free” button next to an individual episode Subscribe to the entire podcast by selecting “Subscribe Free” underneath the cover art located on the left of the podcast page 35http://www.apple.com/itunes/podcasts/fanfaq.html Page 1 of 3
  36. 36. Customer History• Customers can get a history of their activity with the company. 36
  37. 37. Digicel & bmobile http://www.digiceljamaica.com/ http://www.digiceltt.com/ http://bmobile.co.tt/
  38. 38. Product/Service Information• Product/service information is provided online 38
  39. 39. Diagnostics• Providing diagnostics services for customers online. 39
  40. 40. Mail New York Film Academy - www.nyfa.edu - Study film, acting, photography and more. Degree & workshop programs About these ads < Contacts Tasks « Back to Search Results Archive Report spam Delete Move to Inbox Labels More actions 1 of hundreds Older › New window Compose mail Your Weekly Facebook Page Update Inbox X Print all Inbox Facebook to me show details 21 Mar (1 day ago) Reply Turn off highlighting Buzz Images are not displayed. Starred Display images below - Always display images from notification+ooecvzhf@facebookmail.com Ads Sent Mail Drafts Marketing&Business Degree From Top London School, Leading Spam Tutors. Full-time,Part-time&Online facebook www.LSBF.org.uk/Marketing-Masters BDC Deleted Items Distance Education Courses Hi Coach, Flavorite Study Online With Professionals Heineken Here is this weeks summary for your Facebook Pages: Request A Free Information Package! WaldenU.edu/Distance-Education i Learn Neal & Massy ILearn Distance Learning Degrees Sent Items Recognised British Degrees: TRICON 11 monthly active users 0 since last week MBA/MSc In Marketing, Business, Finance 4 more! 44 people like this 0 since last week www.StudyInterActive.org More about...Chat 0 wall posts or comments this week 0 since last week Emails » Search, add or invite Recover Lost Emails » 3 visits this week 4 since last week Hotmail com Emails » CoachBengo Stop Phishing Emails » "If anyone wishes to come after me, he must deny himself and take up his cross daily and follow me. For whoever wishes to save his life will lose it, but whoever loses»his life for my sake will save it. What profit is the Courses Send an update to people who like this Distance MBA Courses » Andre Thorpe Visit your Insights Page Correspondence » Promote with Facebook Ads Anthony Woodroffe Business Writing » Anton Dick About these links kashif greaves Learn more about how to update via mobile Kirk Bengochea martins Thanks, nicholas bengochea The Facebook Team Preya Sookhai *Adita Seenath* Francie Ammon The message was sent to coachbengo@gmail.com. If you dont want to receive these emails from not in office Facebook in the future or have your email address used for friend suggestions, you can unsubscribe.Invite a friend Facebook, Inc. P.O. Box 10005, Palo Alto, CA 94303Give Gmail to:Send Invite 89 left Preview Invite Reply Reply to all Forward « Back to Search Results Archive Report spam Delete Move to Inbox Labels More actions 1 of hundreds Older › Visit settings to save time with keyboard shortcuts! You are currently using 5922MB (78%) of your 7564MB. 40
  41. 41. e-newsletters • Provide e- newsletters that keep customers informed of company and industry developments 41
  42. 42. Gmail Calendar Documents Reader Sites Web more ! coachbengo@gmail.com | | Settings | Help | Sign out Show search options rich dad Search Mail Search the web Create a filter Mail $3400 In One Week - www.xforex.com/Trade-Gold - We will teach you how to Trade Gold Online and Profit in Real Time About these ads < Contacts Tasks « Back to Search Results Archive Report spam Delete Move to Inbox Labels More actions ‹ Newer 6 of hundreds Older › New window Compose mail Money, Money, Everywhere Inbox X Print all Inbox The Rich Dad Company to me show details 2 Mar Reply Turn off highlighting Buzz Starred Ads Sent Mail Drafts Entrepreneurship Get Your Master’s or PhD Online. Spam Entrepreneurship. Apply Now! BDC WaldenU.edu/Entrepreneurship Deleted Items Marketing Masters Degree Flavorite Develop your Career in Marketing. Heineken Apply now for MSc Marketing degree. www.RGU.ac.uk/ABS i Learn Neal & Massy Hospitality Leadership Sent Items Online Hospitality Mgmt Certificate Read Roberts latest Conspiracy of the Rich update! Classes in March. Don’t Wait! TRICON eCornell.com/Call-1-866-eCornell 4 more! Masters Degree Marketing Top UK Business School, LeadingChat Profit from the Sea of Money Faculty, Career & Visa Support Search, add or invite www.LSBF.org.uk/Marketing The worlds problem today is that its drowning in a sea of money. This is hard for many people to understand—but its true. Caribbean Degree Programs CoachBengo Accredited Education through "If anyone wishes to come after me, he must Today, there is money up his cross daily and follow me. Forknow whatwisheswith it. Are you will lose it, but whoever loses his life for my sake will save it. What profit is there for one to gain the whole world deny himself and take everywhere, looking for people who whoever to do to save his life Distance Learning - Learn More! Andre Thorpe financially equipped to profit from this sea of money? www.efalearning.com Anthony Woodroffe In his latest Conspiracy of the Rich bulletin, Robert Kiyosaki breaks down why an explosion Online MBA Study Anton Dick of money hurts the poor and middle class but helps the financially intelligent. Specialised MBA Degree, Top kashif greaves London Get MBA in 12 Months, Apply Dont miss this essential update. Kirk Bengochea Now! martins www.StudyInterActive.org/MBA nicholas bengochea "For someone out of work, deeply in debt, and not earning Graduate School Guide Preya Sookhai Online Guide to Doctoral, Masters enough money to make ends *Adita Seenath* meet, its hard to imagine that and Professional Degree Programs Francie Ammon the worlds problem is too much www.graduateguide.com not in office money. Its like the old saying, "Water, water, everywhere, but More about...Invite a friend not a drop to drink." Money »Give Gmail to: Robert Kiyosaki » – Excerpt from Robert’s Conspiracy of Rich Dad » the Rich bulletin. Hard Money Soft Money » Send Invite 89 left MBA Courses » Preview Invite Business Management » Read the rest of Robert’s thoughts here. Business School » Business Courses » About these links Coming soon from Robert Kiyosaki! Unfair Advantage – The Power of Financial Education In Unfair Advantage – The Power of Financial Education Robert Kiyosaki challenges readers to change their context and act in a new way. Readers are advised to stop blindly accepting that they are disadvantaged people with limited options. They are encouraged to act beyond their concept of limited options and challenge the preconception that they will struggle financially all their lives. In true Rich Dad style, readers will be challenged to understand two points of view, and experience their own unfair advantage Get more information about Unfair Advantage click here. 42 Conspiracy of the The New York Times
  43. 43. Competitions• Conduct online competitions that help generate customer involvement and gather customer information 43
  44. 44. Historyhttp://support.apple.com/kb/HT2727 44
  45. 45. Reminder Service• Customers are kept update on their account and any relevant deadlines 45
  46. 46. Loyalty Schemes• Conduct loyalty programs that reward customers for their ongoing activity with the Company 46
  47. 47. Recommendations • Make recommendations to customers to enable them to increase the value received from the Company 47
  48. 48. Increase customer feedback through multiple contact channels• Provide online feedback on queries and activities. 48
  49. 49. Including SMS (texting), e-mail, live chat, and Web self - service• Increase speed of response using online technology 49
  50. 50. Digicel & bmobile http://www.digiceljamaica.com/ http://www.digiceltt.com/ http://bmobile.co.tt/
  51. 51. Websites• Have a Website that is available to customers 24/7/365 51
  52. 52. http://www.chubbysd.com/ 52
  53. 53. Interactive Self service kiosks • Most customers want to, and will, serve themselves as long as the information they need to do so is relatively easy to find. 53
  54. 54. Mobile e-Customer Service• SMS• MMS• Facebook• Twitter• Mobile Apps 54
  55. 55. Blackberryhttp://us.blackberry.com/apps-software/appworld/ 55
  56. 56. SizzleServe 56
  57. 57. Page template contains Loyalty ModelsForward/recommend toa another prospectemail has forward toanother prospectenable customerfeedback and show case Advocatepositive experiences/testimonials Loyal CustomerIndicate ‘wisdom of thecrowd’ showcasing topselling products CustomerInvolve customers in co-designing your products Visitorand services
  58. 58. Customer Service & the Web 2.0 World• Web 2.0 allows us to provide service – multimedia – through social communities – mobile – continuous 58
  59. 59. http://www.facebook.com/kfctthttp://www.facebook.com/superpharmfans?sk=wallhttp://www.facebook.com/chubbykidsclub?sk=wall 59
  60. 60. Facebook & e-Customer Service
  61. 61. Know your Algorithms Automated sequence of responses to customer clicksCan be outsourced.....But you need to know your sequence! 61
  62. 62. 62
  63. 63. e Customer Relationship skills• Regular communication• listening• Feedback 63
  64. 64. Online Relationships and loyalty• Loyalty comes from ongoing customer value 64
  65. 65. Using Communities & Social Networks to deliver Customer Service Facebook Page - Continuing the Conversation - Creating Communities - Getting Feedback - Correcting mis-conceptions - Correcting failures in Service - Mining suggestions - Co-creation with customers 65
  66. 66. http://www.facebook.com/kfctthttp://www.facebook.com/superpharmfans?sk=wallhttp://www.facebook.com/chubbykidsclub?sk=wall 66
  67. 67. e CRM e-Marketing campaigns e-Customer- Servicing the Transaction Sales Service- Continuing theConversation- Extending the Sale- Gathering MarketingInformation 67
  68. 68. Personalization Techniques enable yoursite to: • Personalise news feeds • Recommend documents • Make appropriate advice • Target e-mail. • Managing customer relationships • Targeting advertisements and promoting products • Managing marketing campaigns • Managing Web site content
  69. 69. Tasks « Back to Search Results Archive Report spam Delete Move to Inbox Labels More actions 1 of 59 Older › New window Compose mail Webinar Thursday: 7 Keys To Getting New Business In A Tough Economy Inbox X Print all Inbox (1) Mitch Meyerson to me show details 12:33 (21 hours ago) Reply Turn off highlighting Buzz Coach, Starred Ads Sent Mail This Thursday March 24th I will be presenting a live webinar Drafts for the first time in a long time. This is one I think you T-Shirt Business Start-Up will find quite valuable. Need Help Getting Your Business Off Spam The Ground? Visit Us For Advice! BDC 7 LOW COST, HIGH IMPACT STRATEGIES FOR GETTING NEW BUSINESS... www.transferbusiness.com/Learn EVEN IN A TOUGH ECONOMY Deleted Items More about... Flavorite ------------------------------------------------- Marketing Strategy » Heineken In a hurry? Grab you spot now: Marketing Strategies » Business Advertising » i Learn http://www.mitchmeyerson.com/BizBuildingWebinar.htm Business Ideas » Neal & Massy ------------------------------------------------- About these links Sent Items TRICON Based on my books, Guerrilla Marketing On The Front Lines, 4 more! Mastering Online Marketing and Success Secrets of The Social Media Marketing Superstars here is some of what you willChat learn during the 60-minute complimentary webinar: Search, add or invite The single most important skill every entrepreneur must CoachBengo master to have a sustainable business. "If anyone wishes to come after me, he must deny himself and take up his cross daily and follow me. For whoever wishes to save his life will lose it, but whoever loses his life for my sake will save it. What profi 3 keys to optimizing your website or blog to get visitors Kirk Bengochea to take action. martins nicholas bengochea 5 proven marketing strategies you need in this challenging economy. Preya Sookhai Seema Moradan The 3 most common roadblocks you need to overcome as a *Adita Seenath* successful entrepreneur. Amrish Maharaj A low cost strategy can you implement today to increase Francie Ammon your sales tomorrow. not in office Robert Reid The best way to stay focused and get consistent results. alive in the superun… Shivan Jaikaran and much more!Invite a friend Andre ThorpeGive Gmail to: Anthony Woodroffe Secure your seat now: kashif greaves Send Invite 89 left http://www.mitchmeyerson.com/BizBuildingWebinar.htm Woody Smith Preview Invite *```Renata```* . Your time is valuable and this webinar will be highly ananta singh focused on specific steps you can take today. Andre Alexander Andrew de Freitas I hope you can join us! Only 200 live lines for this Anton Dick call so register now. avin rambharose Ayinde Smith To Your Success, Brett Bengochea cherylAnn Guevara Mitch Cheryse Abrahim Deven Basdeo P.S. Theres a Special Bonus for those live on the call as well as a action focused handout for you to Doug Gomez download. Egwin Daniel Gary Garcia 70 gelaed12 Herman Figueira
  70. 70. Customers are talking, and you should be listening• They now have a voice• It s better that you allow them to talk in a controlled environment than beyond your reach 71
  71. 71. Angostura - Single Barrel http://www.angostura.com/ http://www.thesun.co.uk/scotsol/ homepage/news/3396241/Angostura- Single-Barrel-rum-ad-campaign-sparks- fury-over-jibe-at-kilts.html http://www.peppertt.com/index.php/ blog/marketing-strategy/of-kilts-and- skirts/ 72
  72. 72. Online Responsiveness• e mail• mobile text• Facebook page• automation• How to Manage the bad feedback 73
  73. 73. Using the Online World for Customer Service Measurement & AnalyticsCustomer SatisfactionNon ConformanceRe-workCustomer LoyaltyData Mining 74
  74. 74. Developing an e-Customer Service PlanSituationCustomersCompetitors ObjectivesCompany Sell Strategy Serve Speak - Target Save Customer Tactics - Online Value Sizzle Proposition e-Customer Service Action Tools -Time Line - Personnel Control - Budget 75
  75. 75. 5 Critical Areas• Develop a Customer Service Strategy• Build a Customer-focused Team• Empower your Employees• Establish a Complaint System• Reduce Customer Defection 76
  76. 76. Ten Commandments for e-Customer Service (Boston Consulting Group)1. Easy to find Website2. Recognize & accommodate first time visitors3. Clearly stated pricing & delivery4. Real time Inventory tracking5. The availability of everything online6. Online Value Proposition OVP7. Privacy & Security Guarantees8. Flexible delivery options9. Hassle Free returns10.24/7 Customer Service 77