- Friday, September 08, 2017
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We're now in the connected age - and most Loyalty Programs are also connected online. If your program is the one that should be always online, and there's no way to record the data offline for uploading as soon as the internet's on, then we have a problem.
There are times that a customer shows up his/her loyalty card to the counter, everything looks good and fine until the internet connection broke. This is a headache for you and the customer-loyalist.
Let's pay attention to the effort of the loyal customers who drop by your store, trying to earn points so they can get the gift or discount they want. In that way, they will know you care for them as much as they care for you.
Continue your education on Customer Experience, Customer Loyalty and Customer Relationship, join the Customer Love Fest 2017 this October 19-20, 2017 at Tower Club Makati.
- Wednesday, September 06, 2017
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We are very excited to introduce the 6th Customer Lovefest,
A Customer Experience Conference focusing on Loyalty and Rewards Program, CRM, Digital and Customer Experience Management.
Watch this video to see why it is a must to be part of this conference.
If you are looking to continue your education on Customer Experience, Customer Loyalty and Customer Relationship, join the Customer Love Fest 2017 this October 19-20, 2017 at the Tower Club Makati.
Visit customerlovefest.com for more info or get in touch with Ex-Link at (02) 633-0153, 643-3887, 0920-981-4376, 0920-924-2532, info@exlinkevents.com or at @CustomerLoveFest on Facebook Messenger.
- Tuesday, September 05, 2017
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The 6th Customer Lovefest – Customer Experience Conference
in the Philippines is set this October 19-20, 2017, at Tower Club Makati.
The 6th Customer
Lovefest as the pioneer and number one Customer Experience Conference in the
Philippines continues to provide relevant knowledge and best practices in the
areas of Loyalty and Rewards Program, Customer Retention, Customer Relations
Management (CRM), Digital, and Customer Experience Management.
Embrace the Customer Centric Revolution
This year’s theme is “Embrace
the Customer Centric Revolution”, as the paradigm shifts towards a market
driven strategy where the customer is king and the innovation are geared
towards solving the pain points of the customers, the more customer experience
rise prominently to the top as the primary consideration in companies strategic
direction.
This year the thought leaders
in the conference are tasked to show the different ways on how to
embrace this Customer Centric Revolution.
Loyalty and Rewards Program
Bang for the buck.
Customer Loyalty is hard to
gain and maintain. There are various reasons why customer loyalty is hard to
accomplish and maintain.
It is a common knowledge that
New Customer Acquisition is expensive as compared to maintaining and taking
care of Existing Customers. For this reality, Loyalty and Rewards Program
became the answer to maintaining and showing that companies care to existing
customers.
Another thing about Loyalty
and Rewards Program, repeat and multiple transactions are assured. There are cases that showed a 15% increase in
sales if the Loyalty and Rewards Program hit the interests and needs of the
customers.
Customer Relations Management – The Knowledge Within
Customer relationship management (CRM) is a
term that refers to practices, strategies and technologies that companies use
to manage and analyze customer interactions and data throughout the customer
lifecycle, with the goal of improving business relationships with customers,
assisting in customer retention and driving sales growth. (Margaret Rouse)
CRM must be part of the companies’ culture and strategies.
CRM allows customers' data to be harnessed in its full potential.
The Loyalty and Rewards Program allow for data capture that
if plugged directly to the CRM will show opportunities never before discovered
and uncovered in the companies business operations.
Indeed, CRM is the Knowledge within that further helps in
maintaining, taking care of and offering new products and services to Existing
Customers.
Technological Disruption is all about Customer Experience
As the world experience
disruption caused by technological upheavals we see successful disruptions as
those that are able to provide better customer experience to the consumers.
This is why the seed of
innovation aimed at disrupting a current business model or lifestyle will never
be successful if it fails to better the customer experience of the users.
Culture and People – the
heart of the Customer Experience Management
The technological disruptions that enhance the customer experience
of the consumers are dependent on the overall strategy and culture of the organization.
The heart of Customer Experience resides on the people that implements the
strategy and practice the culture of the company.
Technological Innovation will be all for naught if the culture of
the organization is flawed.
This is the reason that Customer Experience is highly dependent on
the people that execute the strategies. Successful execution is only possible
if the culture is strong and that culture is deeply part of the set of
strategies that the company values.
Digital – We are Wired
Digital is now. The Customer
Centric Revolution speeds up because of Digital. Bill Gates even mentioned that
if the business is not on the Internet, it is out of business. This shows how
powerful the digital space has become.
We are now partly shaped by
the Digital World. Some data even showed that most of our active hours are
spent in the Digital Space.
The 23.5 years old, which is
the average age of the Filipinos, are Digital Natives. They live and breathe in
the digital world. More importantly, they are the huge market that all
companies are focused in attracting and winning in order to make their business
successful in the 21st Century.
Having known this, companies
can now create digital touch points and take advantage of OmniChannels that
will engage this huge market and secondary markets.
Branding and Marketing – The Greater the Fit, The Greater the
Results
The new marketing is a
combination of communication, innovation, CRM, Loyalty and Rewards Program,
Digital and Customer Experience Management.
The fusion of all these
elements contributes to a better brand and efficient and effective marketing
for the current conditions.
Add to the mix Branding, then
you will have a powerful machine that pull the consumers towards the products
and services of the company.
Branding and Marketing create
an irresistible spell to the consumers. Once consumer says yes, and goes inside
your store, customer experience takes over and validates the value proposition
promised by the company.
It is a boom or bust scenario
only if the customer experience is flawed because there is no or lack of
understanding on the customer journey map.
The 6th Customer Lovefest – Great Line-up of Speakers
and Thought Leaders
The 6th Customer
Lovefest as a Customer Experience Conference in the Philippines parades a great
line-up of speakers and thought leaders, they are: Carlo Ople, VP for Digital
Marketing Strategy, PLDT; Edward Ng, Founder, Xirux Technology (Hongkong); Bo
Lundqvist, President and CEO of Retail Associates; Steven Ladd, Lead Loyalty
Business Consultant, AIMIA, Inc. (Singapore); Monica San Juan, Commercial Head,
AirAsia Big Loyalty; Bea Hernandez, Business Head, Avail. At; Reuben Pangan,
President, Air 21; Glenn Ong, VP of Customer Experience and Information
Systems, Digits (Digital Walker and Beyond the Box); JV Wong, Chief Executive
Igniter, People Ignite; James Cruz, Managing Director; FountainHead
Technologies; and Joey P Reyes, Loyalty Consultant.
More than a Conference, It is an Engagement
The 6th Customer
Lovefest as the first Customer Experience Conference in the Philippines is not
only a conference where attendees seat and listen the whole day to speakers and
thought leaders.
It is a conference that
respects the expertise of the attendees and put premium in engagement.
Having said this, in the
6th Customer Lovefest are Engagement Programs like the Quicknet – where delegates get to
experience speed networking to get the chance to know most of their co-delegates,
Long Table Discussion – where the
delegates become part of the panel where they can share their experience and
ask speakers in a panel set-up; Workshops
– where pressing questions of the industry are answered by delegates, and
lastly, Brain Date – where we pair
delegates in different industries to exchange ideas on their current challenges
in Loyalty and Rewards Program and Customer Experience Management.
The event is produced and
organized by Exlinkevents, one of the leading business events organizer and
manager in the Philippines. For more information, visit www.customerlovefest.com or call
Tel. Nos. 633-0153, 643-3887 or email info@exlinkevents.com.
- Wednesday, August 30, 2017
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There was a time where managing customers' relationship with the brand or business is referred to as "Customer Relationship Management," but a new term rose above: "Customer Experience." The latter sounds better, simpler and broader; while the former gives a rather technical feel.
The question is this: Which term is much preferred online?
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Comparing the results from Google Trends, "Customer Experience" is the commonly-used term worldwide, but in the Philippines, the case is different: "Customer Relationship" is still common.
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On a global scale, most of the world prefer to use "Customer Experience" whereas some countries in the Southeast Asian region, India and Africa still prefer "Customer Relationship."
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With all these said and done, should we follow the rest of the world in using "Customer Experience" instead of "Customer Relationship?" Share your thoughts in the comments below.
If you are looking to continue your education on Customer Experience, Customer Loyalty and Customer Relationship, join the Customer Love Fest 2017 this October 19-20, 2017 at Tower Club Makati.
- Friday, August 25, 2017
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We disclaim all warranties, expressed or implied, including but not limited to implied effectiveness of the ideas or success strategies listed on this site as well as those that are provided in our products or to our participants at our events.
The only exception is the guarantees of satisfaction and graduation that are clearly labeled guarantees within our Sites, neither we nor any of our respective licensors or suppliers warrant that any functions contained in the Sites will be uninterrupted or error-free, that defects will be corrected, or that the Sites or the server that makes them available are free of viruses or other harmful components.
Neither we nor any of our respective licensors or suppliers warrant or make any representations regarding the use or the results of the use of the services, products, information or materials in this site in terms of their correctness, accuracy, reliability, or otherwise.
You (and not we or any of our respective licensors or suppliers) assume the entire cost of all necessary servicing, repair or correction to your system. Applicable law may not allow the exclusion of implied warranties, so the above exclusion may not apply to you.
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- Wednesday, August 23, 2017
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Customer Support has changed over time, with new innovations and technologies helping it evolve to what it is now. Here's just some of the things that we need to realize:
- Customers send their support tickets through social media. This is already happening, actually: We are already in a time where there's lots of support-related Twitter accounts from various brands. This allows your customers reply faster than calling the hotline and waiting in queue for long.
- Bots are helping to sort out the important tickets from the not-so-important ones. So, how can bots notify you, especially in places where data connections are not that stable? SMS.
- Visual Demonstration is much, much better. In a world where almost everyone has short attention spans, words are not enough - they only pass through one ear and go to the other, or else. It's best to be brief, concise, and most of all, visual.
Above all else, Customer Experience should work like a bamboo: No matter how strong the wind is, it should not break; Whatever happens, it should suit the needs of your audience.
Special thanks to Talkdesk marketing lead Adam Bonefeste for the info.
- Wednesday, August 23, 2017
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The ghost month this year is said to begin today, August 22, and will continue until September 19, where evil spirits from hell are released to the world (according to Chinese legend). By this time, you boss who believes in feng shui should be lying low on projects.
How about you? How's things are going on your end? Do you feel that this month's going to be awry? Here's one tip: Forget that there is a ghost month and just go hustle your way out. Do not let this dictate your targets. Though if you can't move on from this belief, it is recommended to target not just one audience, like how Warren Buffet puts his investments in "baskets."
Here's the thing: If you're in the Customer Experience industry, this should not stop you at all, since Customer Experience is round-the-clock, every day. Customers, regardless of whether they believe in this or not, will still be there, waiting to be introduced to the experience that you are offering. This should not stop you in approaching your target.
Business is half-theory, half-application; but overall, it's the effort that counts. In order to increase your chances of good luck, you need to increase your efforts. Hustle, friend, for the world will not stop for the so-called "ghost month."
While we're at it, the Customer Love Fest will happen at Tower Club Makati on October 19 to 20, featuring key personalities in the Customer Experience, Customer Relationship Management and Customer Loyalty industries.
- Monday, August 21, 2017
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- Monday, August 21, 2017
- 0 Comments
One of my mission is to teach and share my expertise, being a trainer of UP ISSI in this Strategic Business Counselor Course (SBCC) fulfills this mission. Watch the first day...
- Saturday, August 19, 2017
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