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Tag: Strategy

  • Earn Dollars With Google AdSense

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    If you want to increase your business earnings yet you do not want to be too pressured handling a new business that venture into a new industry, then trying Google AdSense is a good option for you.

    Google AdSense is a collection of links which may be posted on different sides of your website. It offers various products and services such as online games, internet products and more. When someone visits your site and clicks the advertisement, then you will earn some dollars from it.

    You have to take note that before settling for Google AdSense, your website needs to have a decent page rank. Increased traffic will help you in having higher chances in this strategy especially if the advertisement is appealing to your website’s visitors.

    Passive income is what most website owners like, especially that investing some dollars will never be required. Your Google AdSense will start to skyrocket only if you know how to do well. Unfortunately, it may not be the answer to your prayers, especially if you want to become a millionaire through your website. It may be possible to earn a lot only if you will drive excessively. So as to make it plausible and if you want to be able to do well on this aspect, then you have to work on various internet marketing strategies. Here are some free strategies you might like to look at:

    1. Write articles in various Web 2.0 sites.

    2. Exert some time doing blog and forum commenting which are on the same niche as yours.

    3. Partnered blog. Seek for a blogger who would be interested in mentioning your website.

    4. Video marketing using various platforms such as social media sites and YouTube.

    5. Social media marketing. These are free sites and are widely used by many individuals. Because of that, it can be used for marketing your website. People who are interested of your chosen niche will definitely click your website.

    What Should Not Be Done

    Google is very strict when it comes to Google AdSense. You have to make sure that you follow these guidelines:

    1. You are not allowed to click your own ad.

    2. You must not ask people to click the ad. Something like “Hey, could you do me a favor? I need you to click this link: blah… blah… blah… ”

    3. Be careful in placing your ads. Some website owners place this advertisement in areas where people may click them accidentally. Do not do that.

    4. Promote your website well. If you will ask a company, make sure that they will follow Google’s guidelines to proper promotion.

    5. Make use of Google Analytics.

    6. Ads may not be placed on websites which are prohibited by Google such as porn sites.

    7. Do not tamper the codes provided by Google.

    8. Avoid pop-ups which have no relevance to your niche.

    9. Respect Google’s trademarks.

    10. Be responsive whenever Google needs to contact you, in case your Google AdSense experienced a problem.

    Once you have finally ensured regular visitors, then more people will be able to see the Google AdSense you are trying to work on. You do not need to spend lots of dollars in order for you to be able to increase the amount of traffic your website is receiving. And basically, if you will only rely on Google AdSense, spending money for your internet marketing strategies should never be an option.

    But if it will serve as an additional earning apart from your online business, then this should not be set aside. The money you will be earning from it is still decent enough and it requires no investment. Good luck on your Google AdSense.

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    Source by Hiyasmin Loong Elebaran

    Views: 0

  • Choosing Wealthy Clients For Your Cleaning Business

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    Most people who go into the house cleaning business target the average income earning individuals as their target market. However, there are some who target the upper class, higher income earning individuals as their target market because they find more cleaning business opportunities on these.

    Whichever it may be, it is always up to you. However, just be sure that you determine which ones you wish to have as your target market so that you can employ the proper cleaning business marketing schemes and tools to your operations.

    The Benefits of Having Wealthy Clients as Your Target Market

    Every target market has their benefits and downsides, and so does having wealthy individuals as your clients. The benefits, however, are quite nice. Wealthy clients have big homes, estates, and even more than one home. They also have many properties like boats or yachts, for example. Some of them even may be in the hotel business or something of that sort. So basically, by having these people as your clients, you are opening more cleaning business opportunities for your company.

    If you do a great job in cleaning the client’s house, they may like your working style and hire you to clean their estates, their string of condos, or even their yachts. Wealthy clients are also people who own businesses rather than work as an employee. So if they like how you do things, they might even hire you to clean their offices, their buildings, etc… Also, they can refer you to their other wealthy friends and family who may also have their own string of properties that they’d like you to clean. If you do things well, your business will be growing at a rapid pace, and you’ll be hiring cleaning crews, staff, and personnel even earlier than expected.

    However, the downside of such is that their homes and other properties are expensive and costly and you have to be very careful when cleaning. Damages caused may cost you quite a hefty amount if you’re careless. And gaining access to their homes will be a lot stricter too. So if you can keep up with this, then you’ll be enjoying having a house cleaning business catering to wealthy clients.

    How to Get Wealthy People to Be Your Clients

    Basically, how to get wealthy people to be your clients is to go where the rich people are. To achieve this, the cleaning business marketing strategy is to join country clubs, exclusive clubs, and even business and other organizations. Expanding your network will get you to meet these people, but you’ll be keeping up with the expenses too. So which target market? It’s all up to you.

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    Source by Janice Fowler

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  • Quick Guide to Build Good Habits and Break Bad Ones

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    Most of us find ourselves doing something that people wish we’re able to stop. Bad habits can certainly become elements of our lives, keeping us back, or annoying us (and our family members).

    Here are quick guides to build good habits and break bad ones:

    Identify The Habit You Need To Change First

    You have to notice your unfavourable habits first. You must first notice that you have a habit that you would like to improve. If you really know what that habit is, then you can deal with it. Most of us already have lots of cons that we wish to change. Don’t make an effort to attack everything simultaneously, though. Prioritize your bad habits, and choose the one to give attention to first.

    Take Small Steps

    Depending on the habit involved, small steps might be needed to be taken to be able to succeed. While some individuals are lucky when they quit smoking frosty turkey, not everyone succeeds with this technique. They could need to step back by smoking lesser cigarettes each day, or looking for other ways that could help them step back little by little. Also, in a situation whereby you wish to stop watching TV. In the event that you are being used to watching 4 hours of TV every night, it will be hard just stopping. You will need to reduce 1 hour out of the time at first. Make your changes little by little, but surely in a manner that is manageable for you if you need to help make the changes in your daily life “stick”.

    Substitute Bad Habits With Good Habits

    You’ll be more successful if you substitute a bad habit with a good habit in most cases. Many number of people replace smoking cigarette with gnawing sugar-free gum. If you want to get over a bad habit, it’s vital that you look for a good habit to substitute it with. Slowly but surely, the good habit can be your normal habit and the bad behavior will disappear.

    Try a Challenge

    Most times, it benefits to truly have a challenge when you really wish to get rid of unfavourable habits. Get one of these weeklong a challenge to start out, to see if you can do something different for a whole week. Afterwards, you can extend the challenge. Another strategy is to have a thirty-day challenge. They state that it takes twenty-one days to build up a habit, so a thirty-day challenge should help you substitute your unhealthy habit with a good one.

    After Success With One Habit, Tackle The Next

    Once you’ve acquired success with one habit, move to another on your list. Be sure you recognize your good endeavors and then consider what other bad habits you need to get gone. The fact that you have previously been successful once is likely to increase your self-assurance in your capability to move to the next habit, allowing you to substitute it faster than you did the previous habit. If you can continue with this exercise through your list such as this, it’s likely you’ll find that you truly can substitute the majority of your bad habits with good and change your overall life for the better.

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    Source by Reshali Balasubramaniam

    Views: 0

  • Customer Trust and Loyalty

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    Customer trust is a precondition for prosperity. Yet, most businesses…

    o Act as if customer trust develops because the business believes it is honest.

    o Build only a shallow type of trust that does not lead to profitable relationships and loyalty.

    o Have no strategy to build the type of trust where customers increasingly value the relationship.

    Now is an excellent time to aggressively and systematically work at building customer trust. Virtually all businesses have been tainted by the general rise in societal distrust of companies.

    o A recent Datamonitor study of consumers in the USA and Europe found that 86% are less trusting of companies than they were five years ago.

    o 80% of people stop buying products or services from companies when their trustworthiness comes into question (Edelman 2005 Trust Barometer)

    o People spread distrust to friends and associates, the people we trust most.

    o Over 33% who lose trust in a company, openly campaign against that company on the Internet.

    The Datamonitor and Edelman research demonstrates that it goes beyond a few isolated cases. Furthermore, according to a Yankelovich study, more than two-thirds of people don’t believe advertisers and marketing. They see it as self-serving distortions.

    Customers want to do business with companies they trust but, don’t know who to trust. Therefore, companies that proactively demonstrate trustworthiness stand to gain a tremendous source of competitive differentiation.

    What is trust and why is it important to customer relationships? Webster gives two definitions of trust that help separate the wheat from the chaff.

    1. firm belief or confidence in the honesty, integrity, reliability, justice of another person or thing.

    2. confident expectation, anticipation, or hope; as in trust in the future.

    Most companies believe they are trustworthy but only measure up to the first definition. They want to be known as a company that is honest, reliable and fair. They expect their products live up to expectations and when they don’t they think they treat customers equitably.

    Do you think your company measures up? If you say yes, ask yourself what you proactively do to build this trust. Many companies have no deliberate strategy.

    If you have a deliberate strategy, now might be a good time to question how well it is working. As mentioned above, Yankelovich’s research shows that most customers don’t believe your marketing and advertising. And, the Edelman Trust Barometer concluded that when looking for a credible source of information on a company or product, CEO’s, employees, public relations people and celebrities rank in the bottom half.

    Measuring up to the first definition of trust is essential to sustainable and profitable customer relationships. However, even if customers believe your company is honest, reliable and fair, this is no guarantee they will be loyal and profitable. To garner commitment, profitability and high lifetime value, a company must measure up to Webster’s second definition as well.

    Businesses that meet the first definition but not the second, run into the Satisficing Trust Barrier. Satisficing trust is the trust that allows a customer to feel comfortable in buying products or services from a company. It is a sense of confidence that the company will stand behind the product. It is sufficient trust to purchase a well-defined product, a commodity. In a world of abundance and overwhelming choice, satisficing trust does not insure repeat business. Customers buy commodities that offer the best trade-off between satisficing trust, price and convenience. Some companies become complacent because they feel they offer the best combination of the three. Unfortunately for them, all it takes to lose customers is for a competitor to create the perception of a better deal. No real relationship value has been accrued by the company who wins business this way.

    The operative words in the second definition of trust are “hope” and “trust in the future.” Many purchases these days are not commodities; they are not well defined and may not have a track record. To make these types of purchases the customer must take a “leap-of-faith,” and this requires trust. In this type of trust the customer must believe that the vendor company is truly interested in a win-win relationship. That is, they are interested a long-term relationship where both parties benefit. This type of trust grows out of experience with a company demonstrating a real commitment to win-win. Since virtually all customers have been “burned,” companies often have to subjugate their short-term interests to stimulate the development of faithful trust.

    Customer want to build relationships that help them more confidently make “leap-of-faith” decisions. Being able to rely on this trust helps them simplify things in an increasingly complex world. When this happens, trust in the relationship becomes more important to customers than price and convenience. It starts with “hopeful trust.” Customers want the best for themselves. They want to adapt and to embrace change, and they will place extremely high value in relationships that help. Customers are on the lookout for signs from companies that their “hopeful trust” will be well placed. But this “hopeful trust” is just a test. If experience demonstrates that trust in the relationships is justified, faithful trust will emerge.

    When trust morphs from “hopeful” to “faithful,” a very significant twist occurs. The main concern of customers shifts from price and utility to the seeking of advice and guidance. When price is an issue, customers withhold information. When they seek guidance, they openly share. “Faithful trust” enables this openness. It also enables both parties to prosper and builds a basis for co-adaptation, now and in the future.

    The trustworthy company gets the immediate sale, but they get much more. Snafus or mistakes that might have once terminated a relationship are now overlooked for the sake of the relationship. Customers become turbocharged advocates. They don’t merely tell others what you sell; they vouch for you and the relationship value you deliver. They come to depend on your business and, as a consequence, they want you to thrive.

    The real-life story of Billy Blue, a men’s clothier in San Francisco illustrates the power of fully trusting relationships. Billy Blue’s thriving business took a nose dive during the dot.com crash. The downturn was so severe its owner, Billy Bragman, considered closing his doors. Instead, he wrote his customers a letter explaining the situation and asked them to buy more clothes. Even though many of his customers had their own business “trial and tribulations,” they increased their clothes purchases. One guy sent a check for $2,500 with a note saying, “You know what I like; just send me some new clothes.” Billy Blue customers could easily have turned to other men’s stores but they chose to support Billy Blue. They valued their relationship with Billy Blue and didn’t want it to go out of business.

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    Source by John Todor

    Views: 0

  • Which Walking Liberty Half Dollar Collecting Strategy Is Best for You?

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    Walking Liberty half dollars are one of the most beautiful of American coins. They age gracefully, and are a far less expensive to collect than the more popular Morgan silver dollar.

    Their key date 1921-S, in MS-65 condition will sell for around $100,000. The 1893-S Morgan in MS-65 condition will bring nearly $700,000. In MS-60 they are about $20,000 compared to the 1893-S for $130,000.

    The Walking Liberty isn’t quite the same bargain in AU however. The 1921-S goes for around $7,000 and the 1893-S Morgan goes for around $21,000. Instead of a 1 to 7 ratio in the MS categories, it’s only a 1 to 3 ratio in AU.

    As you get into the late date Walkers the cost of mint state coins goes down considerably. Mint state examples are plentiful and cheap after 1935.

    A complete date/mint set of MS-65 Walking Liberties would cost somewhere in the half million dollar range. So, the entire collection would cost less than one 1893-S Morgan in MS-65 condition.

    I see four fundamental strategies for collecting Walking Liberties:

    1. US half dollar type set

    2. Walking Liberty year set

    3. Walking Liberty complete date/mint set

    4. Walking Liberty proof set

    1. The US half dollar short, type set could include each of the following:

    · Flowing Hair half

    · Draped Bust half

    · Capped bust

    · Seated Liberty half

    · Barber half

    · Walking Liberty

    · Franklin Kennedy

    If you’re willing to accept lower mint state for the Flowing Hair and Draped Bust designs, this collection could be obtained for around $150,000.

    2. The Walking Liberty year set would contain 25 coins for an example of one from each year this issue was minted. An example of this would be:

    · 1916-P to 1921-P

    · 1923-S

    · 1927-S

    · 1928-S

    · 1929-D

    · 1933-S

    · 1934-P to 1947-P

    This strategy allows you to assemble each year of issue in mint condition without breaking the bank. It would be acceptable to have the rare dates in MS-64 alongside the common dates in MS-65. You’re looking at something under $40,000 for a collection like this.

    3. A complete date/mint set would require 65 coins. A set like this could also use MS-65 examples for the common later date coins and MS-64 for the more expensive dates. Depending how you organize a collection like this, it might cost around $350,000 to complete.

    4. Here’s the surprise. If you go for a proof set, there are only 7 coins minted as proofs for this series. Proofs are surprisingly inexpensive and even more beautiful than the circulation issue. There is only one key date in the proof series, and that’s 1936. A set of PF-65 Walking Liberty coins will cost just under $10,000.

    I price mint state coins here because the mint state coins have the most demand and collector value. They will retain their prices better and increase more than their circulated versions.

    As discussed in my article on Pivotal Grading Points, the greatest profit potential is to buy the coin just under the pivotal grade. That is often, but not always MS-64.

    If you were to accept MS-64 as your grade standard, you could complete these set examples for considerably less money than described here. As demonstrated above a complete set is considerably less expensive than a complete date/mint Morgan set.

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    Source by Paul St. Julien

    Views: 0

  • Mindset Vs Skill – How to Succeed in Business

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    An online mentor of mine, Jennifer Allwood, shares that “business is 20% strategy and 80% mindset”. While the “strategy” of a business is very important, to be successful you must have the right mindset about yourself, your company and your customers.

    If you are a small business owner and you are looking for the “secret strategy” to change your business, you could spend all of your time in search of strategy. For example, scroll through Facebook and you will see the 100’s of trainers, coaches and experts who are trying to sell you the latest “gadget” for success.

    Stop enrolling in every Free Group and Free Download that you see. You are WASTING your time by chasing a shiny new object that is just not out there.

    Learn the skills you need, know your audience, and stay plugged in to your industry. After that? It’s all about Mindset.

    How do you know if you have a mindset problem?

    You keep searching for the “right” skill, the “right” training or that “right” coach that will give you the Magic Pill or Secret Sauce for success. Here are a few examples that might indicate you have a mindset problem:

    • Complain about the success of others
    • Enroll in every course/training you see on social media
    • Continue to ask for the Right Words to describe your product or what you do
    • Buy every planner in search of a better system
    • Always busy but not completing Income Producing Activities
    • Not consistent in small, daily activities

    If you are searching constantly for skills, then you don’t believe in yourself or your business. To succeed, you need the mindset component along with the skills.

    Subconscious Mind

    Your Subconscious Mind runs the show based on unfiltered information known as beliefs. Your Mind believes everything that you think. For example, when you say these things, your mind believes it:

    • Why am I so stupid?
    • I will never get that promotion.
    • I’m not very pretty.
    • I’m not smart enough.
    • I’ll never be successful like “Suzy”.

    Each and every time you say these phrases out loud and in your mind, your brain believes the statement! Next, you must learn how to change your mindset.

    How to Change Your Mindset?

    If we know that changing our mindset is key, then why are we not doing it? And most importantly how do we change our mindset? It’s not easy, but keep it simple and you can Change Your Mindset!

    There are several recommendations that I can make for changing your mindset.

    • Personal Development?-?I highly recommend Mel Robbins and her resources.
    • Daily Affirmations! Write them on your bathroom mirror or maybe a Pinterest board.
    • Eliminate Distractions and get new friends
    • Don’t allow yourself to say negative things about yourself
    • Make it an everyday habit

    To get the life you want, you must let go of old limiting beliefs. Tackle the mindset beliefs that are keeping you from moving forward, keeping you from reaching your greatness!

    If you have a small business, please know that you must have the skills for your business. But, you must also have the right mindset for success. You need skills and mindset!

    How do you continually feed your mindset?

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    Source by Kathleen C Olivieri

    Views: 0

  • When Your Husband Leaves You Without Any Warning

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    I often get correspondence from wives who are now living alone but who never saw this coming. Generally, they will come home from work or from running errands one day and find that their husband has left them. Or, the husband will abruptly pack his bags and announce that the marriage is no longer working for him and he thinks that he might “want out.” However this plays out, often the wife will tell me that she had no real warning and that this was very much an abrupt and unwelcome surprise.

    I often hear things like “I can’t believe he left me. I never really saw this coming. I knew we had issues, but every married couple has issues. I just can’t believe that he would leave me without ever trying to work things out. And, I don’t know where to go from here. I don’t want a divorce. I want him to come back home, but I’m so angry that he didn’t try to approach me first that I don’t even know how to approach him. What should I do?”

    The answer to this question is going to depend upon the circumstances and the people involved. But, it will often help to deal directly with the real situation that is in front of you, rather than trying to deal with the situation that you envision or hope exists. I will discuss this more in the following article.

    Don’t Focus Only On The Fact That You Had No Warning When He Left. Focus On What To Do Now And Where To Go From Here: It’s completely normal to be floored by the fact that one morning you woke up with a husband living at home, but by evening you were alone without any warning. This is an abrupt blow that can be devastating. But, because it can be important to act quickly, you will often have to make a conscious decision not to focus on the way in which this happened.

    Yes, your husband could most certainly have handled this in a different and preferable way, but neither of you can change that now. There’s a real risk in allowing your reaction to how he handled this to interfere with how you act toward him in the present. It can really help to ask yourself what your ultimate goal is in this situation. Some women will just want to handle themselves with dignity and grace while coping and moving on in the best way that they know how.

    Others will decide that their primary goal is to get their husband to come back home as quickly as possible. Often, what will help with one of these goals will also help with the other. No matter what you decide that you ultimately want, it’s my experience that you will often have an easier time getting it if you focus on what is right in front of you rather than the manner in which it happened. Yes, being blindsided is very painful and shocking, but it can hurt rather than help the situation to dwell on this rather than taking action.

    Evaluating What Is Going To Most Improve Your Situation: Once you’ve decided where you want to go from here, it’s important to step back and to try to take the emotion out of it to come up with the strategy that is most likely to get you what you want. It’s so easy to lash out, feel resentful, and to feel sorry for yourself. But these things usually won’t get you any closer to what you want. In fact, allowing your feelings to run your actions will often keep you from getting what you want.

    Debating with your husband, arguing with him, or lashing out will often push him even further away and just make you more upset with your situation. It’s usually better, at least in my experience and observation, to try as best as you can to limit yourself to the actions that strengthen you and allow you to feel in control rather than to surrender to those feelings or actions that are natural (and may relieve some tension) but which will only make the situation worse.

    It’s usually when you can somewhat rise above this and handle yourself with strength and calm that you will often begin to gain some ground. I absolutely know that this can be difficult. Sometimes, you might need to wait to interact with your husband until you can actually be calm. This may not be possible in the very beginning. But it can really help to always keep in mind your ultimate goal so that you don’t lose control of your strategy.

    Interacting With Your Husband During This Difficult Situation: It’s probably fair to say that there will come a time when you will need to communicate with your husband about where your marriage is going from here. Whether it’s fair or not, your husband has sent a clear message by leaving. Now, it’s up to you as to how you are going to reply to that message. But, before you do, define how you ultimately want for this to turn out. If you could put aside the shock, the hurt, and the fear, what is your greatest wish right now? The answer to this question is what you must place your focus upon.

    Because I would argue that no matter what your ultimate goal is, you’ll usually get closer to it by trying to interact with him in a positive way. Even if you are ultimately going to end the marriage, this was an important relationship in your life and it will likely help you going forward if you can keep this as positive as you can. If you want to save the marriage, improving your relationship and communications going forward will go a long way toward helping you to eventually save your marriage.

    There is absolutely nothing wrong with telling your husband that although you’re devastated that he would leave you without warning, you would like to interact with him in a positive way going forward. Since the two of you were once the most important people in one another’s lives (and may well still be) it just doesn’t make sense to allow for one negative action to turn into something that is even worse. He may not be all that receptive to this at first, but when he sees that you’re not reacting as he anticipated and are working with him rather than against him, you will sometimes be able to slowly rebuild with time. This is often true even if you are not 100% sure how you want to approach him right now.

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    Source by Leslie Cane

    Views: 0

  • Internal Customer Service: Guidelines for Suppliers and Contractors

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    Change management and organization development experts talk about ‘creating alignment’ – aligning organizational strategy with daily business needs. And a big part of this is creating alignment between customer needs and employee actions as customer service providers. But we also have to take note of internal customers – those people within the organization that service us – as internal customers and who we service as internal customers. “There is a remarkably close and consistent link between how internal customers are treated and how external customers perceive the quality of your organization’s services. It is almost impossible to provide good external service if your organization is not providing good internal service.” R. Zemke and K. Anderson, Delivering Knock Your Socks Off Service, 1981.

    And it’s not just about internal customers within the walls of your organization, it’s also about those arms-length internal customers and customer service providers – suppliers and contractors – those people who either supply your organization directly or come into contact with your external customers, directly, as your representative. These suppliers and contractors should be considered an integral part of your organization and the service they provide should be measured as accurately and frequently as you measure the service level you provide.

    To my mind, servicing others, whether internal or external (customer, supplier, colleague, peer, supervisor, contractor), should reflect the values of your organization and the process to retain the best customers – again, whether internal or external – can be applied across any of these groups. Suppliers and contractors should be selected and retained based on their commitment to servicing your customers – and your employees – as you require them to be serviced. Although you do not ‘own’ these suppliers and contractors, you have the right to demand the equivalent level of service you provide to your customers. When selecting your suppliers and contractors, or measuring the ones you currently are associated with, the following guidelines may help ensure that internal service meets the standard.

    Recruit suppliers and contractors as you would your employees.

    You should be seeking out the best person for the job, the high performer who will be able to deliver on your business expectations and drive up results for your company. Why not utilize some of the recruiting tools you use when conducting a search for an employee? Think about it. You will be paying this supplier or contractor to perform services for you or your customers so you should expect them to be of the calibre you expect from a new employee. Consider requesting a resume of their qualifications and experience, customers they have serviced, certifications that may be required, and if available, customer testimonials. Interview them in a similar fashion to the way in which you interview for employees. Check their references and make sure you put in place a contractual arrangement that clearly documents what you expect from them and what they can expect from you (this is just another version of position profiles and expectations for the role).

    In these cases, you are seeking high performers capable of servicing both your customers and your employees. And you have a responsibility to provide them with the information, resources and possibly, tools, they will need to service both these groups accurately and professionally.

    Provide clear expectations of performance.

    Even if your suppliers and contractors have worked with your organization for a long period of time, it is critical to periodically review your expectations of their role and how you expect them to service your customers. Customers are retained because they have developed a good relationship with their supplier and any contractor or supplier who is dealing with your customer directly, is seen by the customer to be an employee of your company, and hence; representing your company.

    When I was a general manager for an energy distribution company, one of our contractor service technicians accidentally cut the customer’s phone line. The first issue for the customer was, of course, the cut phone line and the inconvenience associated. The second issue was that the contractor apologized but told the customer he would have to call our company to secure satisfaction regarding the cost and inconvenience of having the line repaired. The third issue was the response the customer received from the Branch Manager when he called our company office to complain. He was told we were not responsible since it was a contractor that had cut the line! Yes, I too, was shocked when the customer got through to me to complain and told me what the Branch Manager had said. Even more distressing was the fact that the Branch Manager defended his position when I called him about the complaint!

    No doubt we did not clearly identify to our contractor our customer service expectations. To me, they were simple. Apologize to the customer, call our office immediately to request a solution and then work with the customer to get the solution implemented. Simple to me but certainly not to our contractor or, I quickly discovered, to my Branch Manager.

    So my next step was to build a contractor customer service agreement and develop a customer service training program to implement with both our employees and our contractors. We then implemented it across my region. We still had customer service issues with both our contractors and our employees, periodically,but this was a great first step.

    Conduct frequent performance reviews.

    Providing your suppliers and contractors with regular, specific feedback will not only give you confidence that they are meeting your needs but will also provide opportunities for them to discuss any customer service challenges, issues, or problems with you before they result in lost customers. These regular reviews should be part of the contract between you and the contractor and they should be implemented on schedule. During these reviews you should include their primary employee contacts to ensure all partners are clear about the issues and able to participate in developing the solutions. This secures commitment to the solutions.

    Reward and recognize customer service excellence.

    At a minimum, providing them with a reference signifies that you are pleased with their customer service performance. But, without a doubt, the best reward for suppliers and contractors is securing more work from you.

    Following these guidelines will go a long way to ensuring alignment between your company, your employees and your suppliers and contractors – to the business goals and strategy. All sectors can then be focused on delivering the expected level of customer service to the customer base you want to retain.

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    Source by Donna Stevenson

    Views: 0

  • e-Marketing Strategy: 7 Dimensions to Consider (the e-Marketing Mix)

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    What is e-Marketing?

    e-Marketing is still quite a controversial subject to talk about, since no one succeeded to unify the various theories around it; however there is one thing upon which there is no doubt – that e-Marketing first appeared under the form of various techniques deployed by pioneer companies selling their products via the internet in the early 90’s.

    The frenzy around these new marketing techniques created by e-tailers and supported by the internet rapidly gave birth to a new dimension of what we knew as Marketing: the e-Marketing (electronic Marketing).

    There are many definitions to what e-Marketing is, the simplest and shortest one being formulated by Mark Sceats: e-Marketing is Marketing that uses the internet as manifestation media. A working definition is that coming from a group of CISCO specialists: e-Marketing is the sum of all activities a business conducts through the internet with the purpose of finding, attracting, winning and retaining customers.

    e-Marketing Strategy

    The e-Marketing Strategy is normally based and built upon the principles that govern the traditional, offline Marketing – the well-known 4 P’s (Product – Price – Promotion – Positioning) that form the classic Marketing mix. Add the extra 3 P’s (People – Processes – Proof) and you got the whole extended Marketing mix.

    Until here, there are no much aspects to differentiate e-Marketing from the traditional Marketing performed offline: the extended Marketing mix (4 + 3 P’s) is built around the concept of “transactional” and its elements perform transactional functions defined by the exchange paradigm. What gives e-Marketing its uniqueness is a series of specific functions, relational functions, that can be synthesized in the 2P + 2C+ 3S formula: Personalization, Privacy, Customer Service, Community, Site, Security, Sales Promotion.

    These 7 functions of the e-Marketing stay at the base of any e-Marketing strategy and they have a moderating character, unlike the classic Marketing mix that comprises situational functions only. Moderating functions of e-Marketing have the quality of moderate, operate upon all situational functions of the mix (the classic 4 P’s) and upon each other.

    1. Personalization

    The fundamental concept of personalization as a part of the e-Marketing mix lies in the need of recognizing, identifying a certain customer in order to establish relations (establishing relations is a fundamental objective of Marketing). It is crucial to be able to identify our customers on individual level and gather all possible information about them, with the purpose of knowing our market and be able to develop customized, personalized products and services.

    For example, a cookie strategically placed on the website visitor’s computer can let us know vital information concerning the access speed available: in consequence, if we know the visitor is using a slow connection (eg. dial-up) we will offer a low-volume variation of our website, with reduced graphic content and no multimedia or flash applications. This will ease our customer’s experience on our website and he will be prevented from leaving the website on the reason that it takes too long to load its pages.

    Personalization can be applied to any component of the Marketing mix; therefore, it is a moderating function.

    2. Privacy

    Privacy is an element of the mix very much connected to the previous one – personalization. When we gather and store information about our customers and potential customers (therefore, when we perform the personalization part of the e-Marketing mix) a crucial issue arises: that of the way this information will be used, and by whom. A major task to do when implementing an e-Marketing strategy is that of creating and developing a policy upon access procedures to the collected information.

    This is a duty and a must for any conscious marketer to consider all aspects of privacy, as long as data are collected and stored, data about individual persons.

    Privacy is even more important when establishing the e-Marketing mix since there are many regulations and legal aspects to be considered regarding collection and usage of such information.

    3. Customer Service

    Customer service is one of the necessary and required activities among the support functions needed in transactional situations.

    We will connect the apparition of the customer service processes to the inclusion of the “time” parameter in transactions. When switching from a situational perspective to a relational one, and e-Marketing is mostly based on a relational perspective, the marketer saw himself somehow forced into considering support and assistance on a non-temporal level, permanently, over time.

    For these reasons, we should consider the Customer Service function (in its fullest and largest definition) as an essential one within the e-Marketing mix.

    As we can easily figure out, the service (or assistance if you wish) can be performed upon any element from the classic 4 P’s, hence its moderating character.

    4. Community

    We can all agree that e-Marketing is conditioned by the existence of this impressive network that the internet is. The merely existence of such a network implies that individuals as well as groups will eventually interact. A group of entities that interact for a common purpose is what we call a “community” and we will soon see why it is of absolute importance to participate, to be part of a community.

    The Metcalf law (named after Robert Metcalf) states that the value of a network is given by the number of its components, more exactly the value of a network equals the square of the number of components. We can apply this simple law to communities, since they are a network: we will then conclude that the value of a community rises with the number of its members. This is the power of communities; this is why we have to be a part of it.

    The customers / clients of a business can be seen as part of a community where they interact (either independent or influenced by the marketer) – therefore developing a community is a task to be performed by any business, even though it is not always seen as essential.

    Interactions among members of such a community can address any of the other functions of e-Marketing, so it can be placed next to other moderating functions.

    5. Site

    We have seen and agreed that e-Marketing interactions take place on a digital media – the internet. But such interactions and relations also need a proper location, to be available at any moment and from any place – a digital location for digital interactions.

    Such a location is what we call a “site”, which is the most widespread name for it. It is now the time to mention that the “website” is merely a form of a “site” and should not be mistaken or seen as synonyms. The “site” can take other forms too, such as a Palm Pilot or any other handheld device, for example.

    This special location, accessible through all sort of digital technologies is moderating all other functions of the e-Marketing – it is then a moderating function.

    6. Security

    The “security” function emerged as an essential function of e-Marketing once transactions began to be performed through internet channels.

    What we need to keep in mind as marketers are the following two issues on security:

    – security during transactions performed on our website, where we have to take all possible precautions that third parties will not be able to access any part of a developing transaction;

    – security of data collected and stored, about our customers and visitors.

    A honest marketer will have to consider these possible causes of further trouble and has to co-operate with the company’s IT department in order to be able to formulate convincing (and true, honest!) messages towards the customers that their personal details are protected from unauthorized eyes.

    7. Sales Promotion

    At least but not last, we have to consider sales promotions when we build an e-Marketing strategy. Sales promotions are widely used in traditional Marketing as well, we all know this, and it is an excellent efficient strategy to achieve immediate sales goals in terms of volume.

    This function counts on the marketer’s ability to think creatively: a lot of work and inspiration is required in order to find new possibilities and new approaches for developing an efficient promotion plan.

    On the other hand, the marketer needs to continuously keep up with the latest internet technologies and applications so that he can fully exploit them.

    To conclude, we have seen that e-Marketing implies new dimensions to be considered aside of those inherited from the traditional Marketing. These dimensions revolve around the concept of relational functions and they are a must to be included in any e-Marketing strategy in order for it to be efficient and deliver results.

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    Source by Otilia Otlacan

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