16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle WayHeadsets
The document outlines 16 customer service secrets learned at Headsets.com. It discusses values of cost and value for customers. It includes a payment receipt totaling $10,050 from Super Pickles, signed by Mike Faith as CEO of Headsets.com. It requests customer feedback to continue providing excellent service in the spirit of "the Super Pickle Way."
16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle WayHeadsets
The document outlines 16 customer service secrets learned at Headsets.com. It discusses values of cost and value for customers. It includes a payment receipt totaling $10,050 from Super Pickles, signed by Mike Faith as CEO of Headsets.com. It requests customer feedback to continue providing excellent service in the spirit of "the Super Pickle Way."
The Future of Customer Service: From Personal, to Self, to Crowd ServiceSteven Van Belleghem
The corporate world is at full stretch. On the one hand companies must meet ever-growing expectations with regard to customer experience, while on the other hand there’s a need for economic efficiency. The ultimate challenge for the customer service of the future consists in offering improved customer service at a lower cost.
In the years to come, every company will question its customer processes. Any sensible company will strive to create the ideal combination between efficiency and the perfect customer experience. Players who are only active online, such as Amazon.com and Booking.com, boast a highly efficient customer process. Even though their customers rarely come into contact with actual people they still provide a very satisfactory customer experience. Traditional companies have a history of a personal service burdened with a heavy cost structure.
To avoid overstretching, traditional companies must invest in digitization and in forging a personal (emotional) connection with the customer. Technology is opening up new possibilities in this regard but customers also like personal contact. This combination is shaping the future of customer service: a shift to self-service while still keeping things personal. Also, the service package is expanded by involving the customers themselves in the process. The customer-helps-customer philosophy (crowd service) enables companies to be more efficient and improve their service without losing sight of the human aspect. Fifty-five percent of consumers like the idea of other consumers helping them and 58% are prepared to help others . The customer is ready for crowd service.
This paper was written based on my own research (in collaboration with SSI and translation partner No problem!), desk research and discussions with companies. This paper takes a closer look at new trends and evolutions in the field of customer service.
This document provides information on customer service best practices. It discusses why customers quit (68% due to indifference of employees), what angry customers want (to feel listened to, respected, and assured of action), the responsibilities of complaints handlers (updating records and following up), and qualities of good service technicians (being on time, cleaning up, and following up). The overall message is on the importance of caring for customers and addressing their needs and complaints to retain their business.
This document provides guidance on developing effective presentation skills for marketing managers. It covers three key areas: developing great content by analyzing the audience, gathering relevant data, and creating an outline; creating a great design with consistent layout, color, and formatting; and delivering with a strong voice, body language, and ability to handle tough situations. The document emphasizes preparation, practice, and flexibility to create polished presentations.
This document discusses the concepts of blue ocean strategy and red ocean strategy. Blue ocean strategy involves creating new market space and making competition irrelevant by focusing on factors that the industry has never offered. It uses tools like the strategy canvas and four action framework to eliminate, reduce, raise or create new factors. Red ocean strategy involves competing in existing market space by beating competition. The document outlines six principles for formulating a blue ocean strategy, including reconstructing market boundaries and focusing on reaching beyond existing demand. It also discusses overcoming key organizational hurdles and building execution into strategy for successfully executing blue ocean strategy.
The document discusses three drivers of customer equity: value equity, brand equity, and retention equity. Value equity is a customer's objective assessment of a brand based on perceptions of quality, price, and convenience. Brand equity is a customer's subjective assessment of a brand shaped by marketing. Retention equity is a customer's tendency to remain loyal to a brand based on relationship benefits for both the customer and firm. Various programs can influence these three drivers and build customer lifetime value over time.
This document outlines the key elements of an effective marketing plan, including an executive summary, situation analysis, objectives, strategies, tactics, and budget. It provides examples for each section and concludes with a sample marketing plan for a plastic molding company aiming to increase sales 40% over three years by expanding its sales territory and attracting new customers through various tactics.
This document discusses different types and levels of innovation including product, process, and strategy innovation. It also describes five models for managing innovation: the suggestion system, continuous improvement teams, new venture teams, incubator lab, and innovation teams. The key aspects of each model are outlined. The document concludes with recommendations for developing an innovation strategy such as scanning for opportunities, challenging industry assumptions, and focusing on value creation throughout the new product development process.
The document discusses various tools and techniques for managing creative thinking skills and overcoming conceptual blocks to creativity. It describes attribute listing, brainstorming, visioning, the Kipling method, problem statements, and challenge methods as tools for defining problems, creating new ideas, and developing a creative climate. It also discusses types of conceptual blocks like constancy, compression, and complacency that can limit creative thinking.
The document discusses strategy execution and outlines three key building blocks for effective execution: 1) The leader's seven essential behaviors which include knowing the business, insisting on realism, setting clear goals, following through, rewarding performance, coaching employees, and self-awareness. 2) Creating an execution culture by setting clear expectations, discussing how to achieve results, and rewarding results. 3) Having the right people in the right jobs by ensuring a robust people process that is linked to the strategic plan and focuses on leadership development, performance management, and succession planning. Effective execution also requires alignment between the strategy, people, and operational processes.
This document outlines steps for developing a customer service strategy, including determining important customer service attributes, competitor vulnerabilities, and a company's own service capabilities. It identifies four core elements of a service strategy: reliability, surprise, recovery, and fairness. For each element, it provides examples of how companies can meet customer expectations through things like dependable service, unexpected extras that delight customers, effective problem resolution, and fair treatment of all customers. The document stresses the importance of effective service recovery when problems occur and emphasizes designing reliable service systems to prevent errors.
The document provides an overview of strategic planning including the five tasks of strategic planning: forming a vision, setting objectives, crafting a strategy, implementing the strategy, and evaluating performance. It discusses factors that shape strategy choices, three tests for the best strategy (performance, competitive advantage, and fit), and analyzing industry environment to design competitive strategy using Porter's five forces model. It also outlines considerations for strategy implementation and execution.
This document discusses key aspects of developing an effective brand strategy, including establishing a brand vision, positioning, contract, and communication plan. It provides examples of brand visions, positions, and contracts for well-known brands like Disney, Walmart, FedEx, McDonald's, Apple, Google, and Toyota. The document also outlines metrics for measuring return on brand investment, such as brand awareness, contract fulfillment, customer acquisition and loyalty, financial value, and price premium.
The document provides an overview of various marketing strategies including market scope strategy, market entry strategy, product strategy, promotion strategy, distribution strategy, and pricing strategy. For each strategy, it outlines the key considerations, objectives, and requirements for implementing different approaches within that category of marketing strategy.
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
The document discusses key aspects of quality customer service, including understanding service culture, developing communication skills, addressing customer needs, and resolving service issues. It emphasizes the importance of reliability, assurance, tangibles, empathy and responsiveness. Good listening skills, verbal and non-verbal communication, and addressing different customer behavior styles and needs are also covered.
This document provides an overview of key marketing concepts including the marketing mix, market segmentation, product planning and development, and promotion strategies. It discusses topics such as the 4Ps of marketing (product, price, place, promotion), developing market segments, conducting consumer analysis, the product life cycle, and the different elements of the promotion mix (advertising, publicity, personal selling, sales promotion). The document aims to educate about fundamental marketing activities and strategies.
The document discusses the differences between management and leadership based on responses from 162 professionals. Some key differences highlighted include:
- Management focuses on efficiency, tasks, and process, while leadership focuses on vision, inspiring change, and effectiveness.
- Managers gain authority through position, while leaders gain it through influence and character.
- Leaders see opportunities and seize vision, while managers see risks and focus on reducing threats.
- The best organizations value both management and leadership working together.
The Future of Customer Service: From Personal, to Self, to Crowd ServiceSteven Van Belleghem
The corporate world is at full stretch. On the one hand companies must meet ever-growing expectations with regard to customer experience, while on the other hand there’s a need for economic efficiency. The ultimate challenge for the customer service of the future consists in offering improved customer service at a lower cost.
In the years to come, every company will question its customer processes. Any sensible company will strive to create the ideal combination between efficiency and the perfect customer experience. Players who are only active online, such as Amazon.com and Booking.com, boast a highly efficient customer process. Even though their customers rarely come into contact with actual people they still provide a very satisfactory customer experience. Traditional companies have a history of a personal service burdened with a heavy cost structure.
To avoid overstretching, traditional companies must invest in digitization and in forging a personal (emotional) connection with the customer. Technology is opening up new possibilities in this regard but customers also like personal contact. This combination is shaping the future of customer service: a shift to self-service while still keeping things personal. Also, the service package is expanded by involving the customers themselves in the process. The customer-helps-customer philosophy (crowd service) enables companies to be more efficient and improve their service without losing sight of the human aspect. Fifty-five percent of consumers like the idea of other consumers helping them and 58% are prepared to help others . The customer is ready for crowd service.
This paper was written based on my own research (in collaboration with SSI and translation partner No problem!), desk research and discussions with companies. This paper takes a closer look at new trends and evolutions in the field of customer service.
This document provides information on customer service best practices. It discusses why customers quit (68% due to indifference of employees), what angry customers want (to feel listened to, respected, and assured of action), the responsibilities of complaints handlers (updating records and following up), and qualities of good service technicians (being on time, cleaning up, and following up). The overall message is on the importance of caring for customers and addressing their needs and complaints to retain their business.
This document provides guidance on developing effective presentation skills for marketing managers. It covers three key areas: developing great content by analyzing the audience, gathering relevant data, and creating an outline; creating a great design with consistent layout, color, and formatting; and delivering with a strong voice, body language, and ability to handle tough situations. The document emphasizes preparation, practice, and flexibility to create polished presentations.
This document discusses the concepts of blue ocean strategy and red ocean strategy. Blue ocean strategy involves creating new market space and making competition irrelevant by focusing on factors that the industry has never offered. It uses tools like the strategy canvas and four action framework to eliminate, reduce, raise or create new factors. Red ocean strategy involves competing in existing market space by beating competition. The document outlines six principles for formulating a blue ocean strategy, including reconstructing market boundaries and focusing on reaching beyond existing demand. It also discusses overcoming key organizational hurdles and building execution into strategy for successfully executing blue ocean strategy.
The document discusses three drivers of customer equity: value equity, brand equity, and retention equity. Value equity is a customer's objective assessment of a brand based on perceptions of quality, price, and convenience. Brand equity is a customer's subjective assessment of a brand shaped by marketing. Retention equity is a customer's tendency to remain loyal to a brand based on relationship benefits for both the customer and firm. Various programs can influence these three drivers and build customer lifetime value over time.
This document outlines the key elements of an effective marketing plan, including an executive summary, situation analysis, objectives, strategies, tactics, and budget. It provides examples for each section and concludes with a sample marketing plan for a plastic molding company aiming to increase sales 40% over three years by expanding its sales territory and attracting new customers through various tactics.
This document discusses different types and levels of innovation including product, process, and strategy innovation. It also describes five models for managing innovation: the suggestion system, continuous improvement teams, new venture teams, incubator lab, and innovation teams. The key aspects of each model are outlined. The document concludes with recommendations for developing an innovation strategy such as scanning for opportunities, challenging industry assumptions, and focusing on value creation throughout the new product development process.
The document discusses various tools and techniques for managing creative thinking skills and overcoming conceptual blocks to creativity. It describes attribute listing, brainstorming, visioning, the Kipling method, problem statements, and challenge methods as tools for defining problems, creating new ideas, and developing a creative climate. It also discusses types of conceptual blocks like constancy, compression, and complacency that can limit creative thinking.
The document discusses strategy execution and outlines three key building blocks for effective execution: 1) The leader's seven essential behaviors which include knowing the business, insisting on realism, setting clear goals, following through, rewarding performance, coaching employees, and self-awareness. 2) Creating an execution culture by setting clear expectations, discussing how to achieve results, and rewarding results. 3) Having the right people in the right jobs by ensuring a robust people process that is linked to the strategic plan and focuses on leadership development, performance management, and succession planning. Effective execution also requires alignment between the strategy, people, and operational processes.
This document outlines steps for developing a customer service strategy, including determining important customer service attributes, competitor vulnerabilities, and a company's own service capabilities. It identifies four core elements of a service strategy: reliability, surprise, recovery, and fairness. For each element, it provides examples of how companies can meet customer expectations through things like dependable service, unexpected extras that delight customers, effective problem resolution, and fair treatment of all customers. The document stresses the importance of effective service recovery when problems occur and emphasizes designing reliable service systems to prevent errors.
The document provides an overview of strategic planning including the five tasks of strategic planning: forming a vision, setting objectives, crafting a strategy, implementing the strategy, and evaluating performance. It discusses factors that shape strategy choices, three tests for the best strategy (performance, competitive advantage, and fit), and analyzing industry environment to design competitive strategy using Porter's five forces model. It also outlines considerations for strategy implementation and execution.
This document discusses key aspects of developing an effective brand strategy, including establishing a brand vision, positioning, contract, and communication plan. It provides examples of brand visions, positions, and contracts for well-known brands like Disney, Walmart, FedEx, McDonald's, Apple, Google, and Toyota. The document also outlines metrics for measuring return on brand investment, such as brand awareness, contract fulfillment, customer acquisition and loyalty, financial value, and price premium.
The document provides an overview of various marketing strategies including market scope strategy, market entry strategy, product strategy, promotion strategy, distribution strategy, and pricing strategy. For each strategy, it outlines the key considerations, objectives, and requirements for implementing different approaches within that category of marketing strategy.
A quick slideshow to enforce some of the basics of giving good customer service in a call center. I made a few modifications to it so I hope this one is better liked. :)
The document discusses key aspects of quality customer service, including understanding service culture, developing communication skills, addressing customer needs, and resolving service issues. It emphasizes the importance of reliability, assurance, tangibles, empathy and responsiveness. Good listening skills, verbal and non-verbal communication, and addressing different customer behavior styles and needs are also covered.
This document provides an overview of key marketing concepts including the marketing mix, market segmentation, product planning and development, and promotion strategies. It discusses topics such as the 4Ps of marketing (product, price, place, promotion), developing market segments, conducting consumer analysis, the product life cycle, and the different elements of the promotion mix (advertising, publicity, personal selling, sales promotion). The document aims to educate about fundamental marketing activities and strategies.
The document discusses the differences between management and leadership based on responses from 162 professionals. Some key differences highlighted include:
- Management focuses on efficiency, tasks, and process, while leadership focuses on vision, inspiring change, and effectiveness.
- Managers gain authority through position, while leaders gain it through influence and character.
- Leaders see opportunities and seize vision, while managers see risks and focus on reducing threats.
- The best organizations value both management and leadership working together.
The document provides a brief history of L.P.N. Development Public Company Limited:
- The company was established in 1989 with registered capital of 50 million baht.
- Over the years, the company increased its registered capital and underwent changes to shareholder structure and business operations.
- In 2006, a shareholder raised a question at the Annual General Meeting regarding the repayment timeline of a 200 million baht loan by a subsidiary, which was postponed from 2006 to the third quarter of 2007 due to lower than planned sales.
The Audit Committee reviewed the Company's quarterly and annual financial statements to ensure accurate, complete disclosure in accordance with generally accepted accounting standards. The Committee also examined transactions that could pose conflicts of interest to confirm compliance with Stock Exchange of Thailand requirements. The Audit Committee determined that the Company maintained proper internal controls and financial reporting practices.
L.P.N. Development Public Company Limited saw increased sales, revenue, and profits in 2004. Sales were up 31.62% and total revenue increased 27.52% compared to the previous year. Net profit for the year was 448.39 million baht.
The company expanded its residential development projects beyond the central business district to outer areas with good transportation access. This included projects near skytrain and metro lines. Affordable small township developments were also introduced, with unit prices around 700,000 baht to attract young professionals and families.
The financial statements showed growth in total assets, inventory, and rental assets over the past few years as the company utilized loans to fund new project developments and
Togetherness, Care and Share
Living the life of your dreams in a condominium that is perfectly designed to suit all lifestyles and is located on a prime location on New Phetchaburi Road, near MRT Phetchaburi.
ลุมพินี สวีท เพชรบุรี-มักกะสัน
ใช้ชีวิตอย่างที่คุณฝัน
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http://www.lpn.co.th