Global Digital Store – Ebooks and Softwares

Tag: Trust

  • Whatever Happened to Customer Service?

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    In the old movie, Miracle on 34th Street, the Macy’s Santa sends customers to rival store Gimbels for products that Macy’s does not have. After a management outcry, it then turns out that customers really appreciate this service and become more loyal to Macy’s than ever before.

    Retailers today have forgotten that lesson. Everybody is looking to cut costs. Customer service is no longer considered a revenue generator, so it’s one of the first things on the chopping block when a retailer starts tightening its belt.

    Good customer service is good business. It creates repeat customers. Repeat customers are what every retailer wants because it is far less expensive from a marketing standpoint to sell to a former customer than to bring in new customers.

    Retailers no longer know what makes “good” customer service. The general feeling is that if the product leaves the store and does not come back, everything is fine. Customer service is only for the “problems” and the job of customer service is to make the problems go away at the least possible cost. The less interaction between the store and the customer, the better.

    Superior customer service demands extensive interaction between the customer and the retailer. In my Internet company we look for every possible opportunity to contact and engage the customer. Once a customer has placed an order, the company will contact them at least four times during the 4 week period between the sale and the delivery. The first contact is to acknowledge the order and thank the customer for her (or his) purchase. At that time the customer receives information about the production and delivery process and they are encouraged to call if there are any questions. A second contact is made shortly before production is complete The third contact is made when the product is actually shipped. At this time, there is a detailed description of what the delivery process will entail. There is also a tracking number provided so that the product can be tracked by the customer during the shipping process. The fourth contact is after delivery when each customer is contacted to find out whether they are happy with the product or whether some additional followup is needed.

    When we receive a request for one of our free catalogs, we send it along with a letter noting that we also offer free fabric swatches and free design advice. When an order is placed, we acknowledge the order electronically, then send an email personally thanking the customer. We notify them when the product (in our case sofas) is about to be shipped. We notify them again after it has shipped. Most important, we contact the customer after the product has been received to make sure that everything is OK and that there are no problems. In doing this, sometimes there is a minor problem that the customer might not have mentioned but which distracts from the enjoyment of the sofa — for example a cushion feels too firm. We send out free, softer replacement cushions. The result is that instead of having a silent but disappointed customer, we now have a very happy buyer who enthusiastically recommends us to friends and family. The cost of the extra cushions is a marketing cost.

    The secret behind outstanding customer service is simply to put yourself in the place of the customer. What would you want the company to do if you were the customer? Treat the customer the way you want to be treated.

    1. Answer telephone calls promptly. It is amazing how grateful a customer can be when they realize they are speaking with a real live knowledgeable person who can answer their questions.

    2. Respond to emails and phone messages promptly. All emails phone calls should be handled as quickly as possible, hopefully in less than one hour.

    3. Be honest. It is amazing how often salespeople feel that telling the truth gets in the way of making a sale. If a microfiber fabric already has a stain protector built in and does not need the optional spray protector, tell the customer. Once you have saved them from spending an unnecessary $50, they will trust you completely and might even be willing to forgive minor glitches that may pop up. If a sofa won’t be finished by the promised deadline, call as soon as you are aware of the problem.

    4. Under-promise — If a delivery will take 3 weeks, estimate 4. Customers are usually delighted when something is ready ahead of schedule.

    5. Maximize contact with the customer. This does not mean sending frequent ads or spam. It means keeping the customer informed of the progress of their order up to and after delivery.

    6. Be knowledgeable about your products and your company. If you don’t know the answer to a question, find out quickly.

    7. Surprise and amaze your customer — give them something they do not expect. This can be as simple as delivering your product one week eaarly, or it can involve giving an upgrade at no charge. This is particularly important when an error has been made and you are trying to correct it. Go farther than your customer expects and they will change from disgruntled critics to enthusiastic supporters.

    Retail stores have been cutting back on customer service for years. As competition grows and profit margins shrink, customer service is one of the first places to cut back. Everyone who has ever tried to call a computer company for technical assistance and winds up talking to someone from India knows the problem. Corporate bean counters forget that with good customer service you can earn better margins. You are not forced to fight over who can offer the lowest price. Besides, it’s just nicer working in a friendly environment. When you have happy customers, you have happy employees.

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    Source by Jeff Frank

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  • Mad Max: Fury Road Relationship Between Max and Furiosa

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    Mad Max Fury Road is a story that involves two people by the name Max and Furiosa who are held captive and are trying to escape from Hamlet. Max is suffering outrageous fortunes but he is learning from the fortunes while Furiosa has decided to oppose her troubles by taking arms against the leaders of Hamlet. The two characters cannot trust each other at first but due to their circumstances they are forced to rely on each other. Love is humanized in the film where much deeper conventions of love are stricken. Max is a loner and a survivor who has been traumatized in a world where people see him as a blood bag. On the contrary Furiosa is scheming a plan to help five women who have been enslaved in Hamlet. Max does not trust Furiosa and in most parts of the film he holds a gun on her.

    In the middle of these desperate attempts to escape from their chasers Max and Furiosa are forced to depend on each other. In many love stories people fall in love due to opportunities provided by circumstances. The alignment of stars and personal chemistry makes this happen. Every step of the relationship between Max and Furiosa is dictated by their circumstances where the only choice they are left with is to depend and rely on each other and to trust each other in order to escape. In a critical scene Furiosa asks Max his name but he refuses to tell her. In the end Max finally tells Furiosa his name where there are significant happenings throughout the film. These moments appear and vanish in the film through chaos and apocalyptic alienation. Max and Furiosa form an alliance where they try to fight motorcycles that are shooting at them. He leaves her to go to a mission which may be fatal but fears no one would notice if he dies in the mission. Max talks Furiosa out of a suicide mission when he says “you know hope is a mistake”. Max eventually decides hope is not a mistake and went back to Furiosa where he joins her and they plan to oppose the forces against them.

    At the end of the film Max does not stay with Furiosa but he leaves and eventually disappears into the crowd. A modern viewer can resonate with this film in that modern man is alienated from himself, from the world and from fellow men. Everyone is alone, with a deep sense of insecurity, guilt and anxieties which are results of separation that cannot be overcome. Like Max lost his identity in the opening moments, man has lost his identity too, and is overcome by powerful forces that own him. Like Furiosa man tries to search for a community and the only thing he finds is a desert.

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    Source by Jeremiah Otieno Odhiambo

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  • Homosexual Dating – Truth and Connection

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    Homosexual dating has become much more widespread and accepted in Western culture, allowing both gays and lesbians the chance to reach out to one another beyond that of closed doors. Now there are many ways you can have a rewarding homosexual dating experience, so don’t be afraid to get out there and explore all of the potential relationships you can create at a wonderful same-sex communities.

    Homosexuality is a form of love that needs not to be judged or explained, because it is just another example of how when you love someone it doesn’t matter what colour their skin is, how old they are, or even what sex they are. True love knows no boundaries, has no discriminations and only wishes to be shared with another who returns the same emotions.

    Unfortunately, not everyone agrees with this idea of love, and due to this fact, many homosexuals, regardless if they are male or female, are made to feel alienated, which can often lead to feelings of depression or loneliness. There is no reason why you should let these feelings overcome you, or let other opinions of those you care about, such as family members or friends, negatively influence your life when it comes to finding love, relationships, and homosexual dating.

    Homosexual dating is about finding someone who feels the same way you do, enjoys spending time with you, treats you with respect and makes you feel like an equal. It is about being apart of a relationship with mutual understanding, which has the potential to forge a strong connection between both you and your partner.

    Like any dating experience, there will be certain setbacks and struggles that you may face during homosexual dating. This is only natural, simply because in order for you to connect with someone, it is important that you feel comfortable with them.

    As a gay or lesbian, you should not feel that you need to grab any opportunity that comes your way. There is no harm in starting as friends and working slowly into the relationship to discover how much you have in common. As long as you are honest with your feelings, you should have no problem finding a partner.

    Homosexual dating is how you can establish an amazing connection with someone who understands you, and loves you for who you are with no questions asked. Even though you will meet some people who are destined to give you a hard time with your sexual preference, all you can do is trust your own judgments, be true to yourself, and give your love and time to those who deserve it.

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    Source by Frank Duru

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  • Why Men Won’t Marry And Go Their Own Way

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    I am fascinated by the number of women who complain that there are not any good men out there for marriage and the number of men who go their own way (MGTOW).

    As I was doing research for one of my books, I learned something absolutely astonishing. I learned that both men and woman are more educated in the area of preparation for an occupation that we are to successfully choose and marry a mate for the next forty years. Why is this important? Many people who get into relationships and get married haven’t an accurate idea what they are getting themselves into. They are not educationally equipped with the tools that they need to have a healthy relationship. Even worse, due to the emasculation of men and manhood displayed in media, the court system, films, Human Resource policies, etc., there is no benefit to men for being men.

    More now than ever, schools and colleges are feminine-centric. The Judeo-Christian model of marriage where the roles of traditional marriage are not equal is frowned upon by the feminist movement. That said, how can a man see marriage in today’s society as a benefit? Most times he is not fully appreciated for all that he does. He is expected to work his whole life for his family and suddenly his wife decides to leave, causing him to lose all that he has invested in and worked for?

    Women are taught that they need to have high standards for the man they are supposed to marry. However, are they emotionally ready for marriage? It is clear that both men and women are not likely to have read a good relationship or communication book to prepare themselves for a healthy relationship. Men often complain how women can sometimes be “drama queens,” are selfish and want to be the center of attention. Some men also report that women are not steeped in bringing much to the table beside the sexual relationship which women tend to use to manipulate men. Men like companionship and women who like to share their time doing the things men like to do. Men love to be respected. They like women they can trust, are considerate but often say that they find these things lacking.

    Men who go their own way do not have to bear the risk of being decimated, financially, emotionally and physically. They can live a more peaceful, drama free life. They often will date, but will not marry again. Men want a relationship, but many men and women are unprepared. So how can this dynamic be improved?

    I believe that educating ourselves as to what a healthy relationship is supposed to be is critically important. Statistics reveal that the total percentage of college graduates that will not read another book after graduating college is 42%. For High School graduates it is 33%.

    Education is essential concerning relationships. Imagine what a difference it would make if 1/3 of our formal education included relationship skills? I submit that the result would be couples better prepared for relationships. That said, reading and practicing what is learned, would improve not only the quality but the longevity of a relationship. Realizing that “being” the right person who is prepared for a relationship versus “finding” the right person could change the dynamic of the lack of available marriage eligible men and women.

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    Source by Johnn Williams Jr.

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  • Mind, Body, Spirit Healing–Putting It into Practice

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    Modern Medicine promotes the belief that health and wellness is a crap shoot, genetically driven and at best, pure luck. If the roll of the dice isn’t in your favor or your genetic make-up has been doomed six generations back, or luck runs out, Modern Medicine has a magic pill, chemical bomb or simply cutting out whatever organ is afflicted as a solution.

    Norman Vincent Peale declared, “Change your thoughts, and you change your world.” Caroline Myss, medical intuitive extraordinaire states, “Every choice we make, every thought and feeling we have, is an act of power that has biological, environmental, social, personal and global consequences.” Wayne Dyer states, “We are responsible for everything in our lives, including whether the chemistry in our body works or doesn’t work.” If you believe health and wellness is a crap shoot, genetically driven or pure luck you have set the stage for body malfunction. If you believe as Norman Vincent Peale, Caroline Myss, PhD and Wayne Dyer, PhD, Deepak Chopra, MD believe your choices, thoughts and feelings are an act of power, and that you are responsible, then you are in control of your health.

    To be effective Mind, Body, Spirit healing needs to be practiced on a daily basis–not after your body is being ravaged by a malfunction. Mind, Body, Spirit healing is a process that maintains and supports health and wellness, thereby prevents body malfunction. People who practice Mind, Body Spirit healing avoid having cancer, MS, heart attacks, strokes, and the 101 other afflictions from A to Z, which Modern Medicine has conditioned us to be plagued by from birth to death–for many a premature death.

    The nine most frequent surgeries in America are Tonsillectomies, myringotomies, Cataract removal, Low-back surgery, Gall Bladder removal, Hysterectomies, C-Section, Sleep Apnea, Jaw pain.

    As Dr. Myss stated–“…every thought and feeling we have, is an act of power that has biological,…consequences.” In order to change any biological consequence you need to change your thoughts, which changes your feelings. Your new thoughts/beliefs must be shifted to empower you to control your health.

    To eliminate/avoid the most common reasons for surgery, it is important to know the thoughts/beliefs, which creates body malfunctions and healthy thoughts/beliefs to prevent or heal it.

    Tonsillitis, Quinsy, Sore Throat – cause: Fear, Repressed emotions, Stifled Creativity, A strong belief that you cannot speak up for yourself and ask for your needs, Feeling unable to express yourself. Holding in angry words.

    Remedy: “I release all restrictions and I am free to be me. It is my birth right to have my needs met. I now ask for what I want with love and with ease. My good now flows freely. Divine ideas express through me. I am at peace.”

    Ear Infection – cause: Anger. Not wanting to hear. Too much turmoil. Parents arguing.

    Remedy: Myringotomies are performed for recurrent ear infection, usually in children under five. Since your child is incapable of changing the thoughts/feelings you need to take the responsibility to change the child’s experience and foster the expression of feelings. Listen to and acknowledge your child’s feelings. Avoid talking at your child, talk with your child. There many excellent books on effective parenting. If there is turmoil, fighting and arguing between the parents–seek counseling to resolve your adult issues. I urge adults who have frequent colds/sore throats to use the following thought patterns. “I hear with love. Harmony surrounds me. I listen with love to the pleasant and the good. I am a center of love.”

    Cataracts – cause: Inability to see ahead with joy. Belief in a dark future.

    Remedy: “Life is eternal and filled with joy. I look forward to every moment.”

    Gall Bladder problems-cause: Bitterness. Hard thoughts. Condemning. Pride. Fear.

    Remedy: “I joyously release all hurts from the past. Life is sweet and so am I.

    Uterus/ovary problems – cause: Allowing confusion to reign. Giving power to outside influences. Rejection of the feminine processes.

    Remedy: “I am at home in my body. I am balanced in my creative flow.

    C-Section-cause: Belief in old wives tales. Belief–childbirth should be painless. Fear. Stopping the process. Rejection of the feminine processes. Unhealed aftereffects of child sexual abuse/rape or adult rape cause the memory of trauma to interfere with the natural birth process. If you are a sexual child abuse or adult rape survivor heal the emotional and physical aftereffects. See http://www.gen-assist.com to find a sexual abuse recovery specialist, traditional therapy is not effective to guide you through sexual abuse recovery.

    Remedy: Change your beliefs about childbirth. Take natural childbirth classes. A mid-wife and/or doula can lead you through a healthy delivery in the majority of instances. “I trust the process of life. I am safe. I am balanced in my creative flow.”

    Jaw Pain-cause: Anger. Resentment. Desire for revenge.

    Remedy: “I am willing to change the patterns in me that created this condition. I love and approve of myself. I am safe.”

    Sleep Apnea: Stubborn refusal to let go of old patterns, overweight or tonsil malfunction.

    Remedy: “I release all that is unlike love and joy in my mind. I move from the past into the new and fresh and vital.” Lose weight and follow remedy for tonsil malfunction.

    Low-Back Pain L-1 to L- 5 – cause: Crying for love and a need to be lonely. Insecurity. Stuck in childhood pain. See no way out. Sexual abuse. Guilt. Self-hatred. Rejection of sexuality. Financial insecurity. Fear of career. Feeling powerless. Insecurity. Difficulty in communicating. Anger. Inability to accept pleasure.

    Remedy: “I am safe in the universe and all Life loves me and supports me. I grow beyond my parents’ limitations and live for myself. It is my turn now. I release the past. I cherish myself and my beautiful sexuality. I am safe. I love who I am. I am grounded in my own power. I am secure on all levels. I deserve to enjoy life. I ask for what I want and I accept with joy and pleasure.”

    Tip: Write these thoughts on a 3X5 card. Read them silently or out loud 3 times upon awakening and before going to sleep. Have a copy with you, if you notice you are running the old tapes in your head, read the new thought pattern. Within 30 – 45 days you will notice you feel better, more energized and have a sense of relief.

    The food we eat or lack of proper nutrition contributes to physical malfunction. I will discuss nutritional needs–titled Holistic Nutrition.

    Article resource: Heal Your Body, Louise Hay.

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    Source by Dorothy M. Neddermeyer, PhD

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  • 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

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