- Wednesday, September 02, 2015
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It has been four days after the 1st Customer Lovefest - a
two-in-one event highlighting the 1st Customer Experience Management
Conference, and 4th Customer Loyalty and Rewards Conference.
There are a lot of lessons I learned that I would share in various
articles, but for now I am sharing the 5 top things I learned from the 1st
Customer Lovefest.
1. Treat Your Website as Human
This is a simple yet powerful concept. If our websites are human,
then as humans, it can answer the needs correctly of other humans that are
inquiring to our companies. In addition, it will be able to go the extra mile,
creating a satisfied customer.
2. Go Back to the Basics
Todd Kurie, VP for Marketing, Redmart recalls the Deli Store in New
York that everyday he frequents for his breakfast. The owner, a Korean, knows
what he wants and served him always on time. These two elements endear the Deli
store to Todd.
As Todd shares, “Sometimes being simple and basic makes a lasting
impression”.
So to enhance your customer experience and improve your customer
loyalty and rewards program go back to the basics.
3. Turning Customer to Brand Advocates is a Snake and Ladders Game
If you remember the game snake and ladders and play it, you will
recall the every mistake you commit, you slide down and go back a few steps near
to where you started. The same can be said in running your loyalty and rewards
program, one day you have an avid fan, the next day your fan can be your hater.
This fragile relationship with companies to customers makes the job
of the one assigned in the customer experience and customer loyalty and rewards
department challenging.
You must always be ready to recover and make some actions in order
to rectify mistakes and bring your customers back to your brand.
4. We are Going Mobile Now
The smartphone users are increasing in the blink of an eye. This
increase is changing the way we behave and we interact with companies.
The increase of smartphone users is a game changer in terms of how
we will conduct our customer experience management in the digital front, and
our customer loyalty and rewards program implementation.
The Millenials are here and they are very different from the past
generations. The mobile phones are their main weapon. In order to survive, we
must submit to this trend.
5. Better Together and Doing the Real
Social Networking
Technology is good, but on the flip side, it offered us a make
believe reality that we are socialized.
This topic generated some buzz among delegates. A lot of delegates
were inspired by the presentation of Ms. Margot Torres, VP for Marketing and
Communications of Mc Donalds Philippines.
- Tuesday, September 01, 2015
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Starbucks started the experience revolution.
This experience revolution that enabled them to price higher their coffee.
Yes, their coffee is no doubt one of the best
concoctions you can have. But if you will take a closer it is not about the
coffee, it is more about the experience. The deeper reason why you are drinking
the coffee, maybe because of the ambiance, the sense of community or
belongingness , and, in the Philippines, a status quo.
In the 2011 Customer Experience Interactive
(CEI) Survey results show 86 percent of consumers will gladly spend more for a
better customer experience.
This finding snowballed to what we can observe
today as an improvement of the venues, facilities and personnel of different
companies. Companies adjusted and accepted the realities that in order to
survive and grow they must provide a customer experience that will be top of
the mind.
In an evolving taste of the consumers, customer
experience management improvement is never ending. The quest to wow and further
wow the customers become one of the pressing matters to companies that wanted
to be top of the competition.
In addition to the customer experience
management, customer loyalty and rewards programs are also an element that
companies must give special attention.
In a recent study, 91% of the Filipinos preferred companies offering loyalty and
rewards programs. This is why it is a must for companies
to continually improve this tool that is a game changer.
The Filipino consumers
appreciate the loyalty and rewards program used by companies to entice and
retain them. For the Filipino consumers, it is a way of appreciating their
support to the companies that provide these loyalty and rewards program.
The impacts of these loyalty
programs to some are 5% to 15% growth in sales. It goes to show that if you
capture the heart of the customer, you will also capture their wallets.
Although the Philippines,
Customer Experience and Customer Loyalty and Rewards Program are at its infant
stage, the explosive growth is being felt. More and more companies are getting placing
a premium to these two elements.
In fact, Customer Lovefest, an event that showcase two conferences, Customer
Experience Management and Customer Loyalty and Rewards Conference will take
place this coming August 27-28,2015 at New World Hotel.
This event is an indication
that more developments are coming in the way companies are finding ways how to
win the love of the customers.
It is a victory for the
consumers. It is also a progression of how we do business and treat the
customers. A move the hopefully reduces and eliminate the poor service that
the majority of the consumers are experiencing everyday.
- Monday, August 24, 2015
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In a
study titled “ The Cost of Poor Service” commissioned by Genesys
Telecommunications Laboratories Asia Pte Ltd, an estimated $2.8 billion in
losses to Philippine firms with each customer abandoning a product or service
costing $123 each. (Businessworld 2010 ).
This
bad plight of the consumers against business establishments in the country is
alarming and deprived companies additional profit.
At
the same time, it is a problem that can be addressed. In fact, it is an irony
and paradox considering the Filipinos is known for hospitality.
The
study also revealed that the Philippines was said to have the most
"actively engaged" consumers, with each one experiencing an average
of 21 interactions with enterprises per year. It said Filipino customers were
likely to end at least one business relationship a year due to poor customer
service.
Again,
this indicates a big lost opportunity in the growth and development of
business.
As
the Filipino consumers become more sophisticated this “Poor Service” must and
needed to be addressed or else businesses that do not heed this alarming fact
will suffer further, and be left behind in the highly competitive landscape.
The
Customer Lovefest set this August 27-28, 2015 at New World Hotel is a one event
with two important conferences to help companies address this poor service.
Customer Lovefest offers Customer
Experience Management Conference on day one, and 4th Customer Loyalty and Rewards Program
Conference on day two.
The Customer Experience Management Conference will provide a deeper understanding of customer
journey mapping and related tools in ensuring that customers are wowed as they
engage the business.
The 4th Customer Loyalty and Rewards
Conference continue to provide trends and best practices on how to maximize
the loyalty and rewards program offered by the business.
In
one study, 91% of the Filipinos preferred companies offering loyalty and
rewards programs. This is why it is a must for companies to continuously
improve this tool that is a game changer.
The Customer Lovefest expects to gather
around 160 practitioners and company leaders.
Business
World, Malaya Business Insight, United Neon, Wazzup Pilipinas, and Vital Strats
Creative Solutions are the event media partners.
Brother
Philippines, Netplay Inc., Sodexo Benefits and Rewards, Freshdesk and I4 Asia
Incorporated support the event.
The event is produced
and organized by Ex-link Management and Marketing Services Corp. (Exlinkevents )
– the business event organizer in the Philippines. For
more information and details call tel . no. 643-3887, text mobile no.
0920-9814376 or email at info@exlinkevents.com.
- Friday, August 21, 2015
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