Monday, January 10, 2011
Think "Alignment" As You Approach Social Media
Quite often in Customer Experience discussions, Social Media and Strategy comes up. When you begin developing your strategy, think in terms of "Alignment". This chart by John Scott Hayden may get the discussion off to a good start.
Saturday, December 18, 2010
Sterne's "Social Media Metrics" Lacks Insights...You May Wish to Look to Others.
Part of many organizations' Customer Experience strategies are to incorporate Social Media tactics into their plans. So, part of our information gathering involves reading content by the "thought leaders" within this space to glean some tasty Sipping Points to use.
With a glowing endorsement by David Meerman Scott, I felt assured that I would glean great insights into the world of Leading Tools, Strategies and Metrics of Social Media... by reading my first book by social media expert, Jim Sterne.
I was really looking forward to a meaty discussion on best practices in the deployment of Social Media tactics, but this only skimmed at best...I would pass on this "Social Media Metrics" and go with the works of the authors I referenced above.
With a glowing endorsement by David Meerman Scott, I felt assured that I would glean great insights into the world of Leading Tools, Strategies and Metrics of Social Media... by reading my first book by social media expert, Jim Sterne. Sterne has been on the leading edge of "all things Social Media".
However, this book's 9 Chapters only delivered unique, valuable content in Chapter 8: "Getting Buy-In,Convincing Your Colleagues"...The rest of Sterne's material seems like repurposed material from other thought leaders like David Meerman Scott
, Steve Krug
, the Eisenberg brothers
, Halvorson
, Jaffe
, Kaushik
and others.
, Steve Krug, the Eisenberg brothers, Halvorson, Jaffe, Kaushik and others.I was really looking forward to a meaty discussion on best practices in the deployment of Social Media tactics, but this only skimmed at best...I would pass on this "Social Media Metrics" and go with the works of the authors I referenced above.
Sunday, December 12, 2010
Tuesday, November 30, 2010
Holiday Customer Experience Tips for Businesses and Their Customers, not just for the season..
Bonus Tips that didn't get on-air, during LJJ Speaks on WJRW...Relax, think Bing Crosby music and a crackling fire...
Tuesday, November 30:
I just had an opportunity to be a guest, yesterday, on Lynne Jarman-Johnson's ( @LJJspeaks ) radio show, LJJ Speaks on WRJW 1340 -Grand Rapids, and chat about Customer Experience opportunities and challenges facing businesses and customers for the holiday season (and I content, year-round).
This discussion, geared mostly towards the retail experience, does provide value to other entities as well...anywhere there is a "client/customer interaction is fair game".
The following are questions posed by Lynne, along with my caffeine inspired responses, that did not make it on-air, but are still very key aspects of our business environment we now find ourselves in.
So, warm some Java, or Hot Cocoa, and enjoy these Sipping Points.
LJJ:“As a Customer Service Specialist, and being that it’s the holiday season...How can businesses become more effective at learning customer needs?”
GL: Well, keeping in the “holiday theme” I will assume a retail experience. Here are 5, low-hanging Candy Canes to grab:
1. Data, Data, Data!
○ What is your internal sales data saying? Do you have customer segments with unique needs you can solve? What Products are hot, what are not?
○ Mash-up your qualitative experience and quantitative data to seek actionable insights.
○ What is your web site analytics telling you? (you do have a web presence, right? and Google Analytics is free!) What products are people continuing to visit? Certain colors getting most views? Where is the traffic coming from? Are you still featuring “About US” as your main landing page for prospective and current customers? It’s all about them and what you can do for them...they may not care that you were established in 1880!
2. READ!
○ In retail, read everything by Paco Underhill. Also Martin Lindstrom’s “Buy-Ology”, Joseph Jaffe’s “Flip the Funnel”, and Tony Hsieh’s new book, “Delivering Happiness”. Anything by Seth Godin, including his blog..it tends to slap you upside the face when you need it...
3. Seek Input From your Front line Folks!
○ Just because you pay them peanuts, doesn’t mean they have one for a brain...Executive leadership should LISTEN to the people on the front lines. You will get an added benefit of increased morale.
4. Think LEAN manufacturing principles:
○ In LEAN, an overarching principle is “Go See It For Yourself, get out on the floor”
○ Think, “Under Cover Boss” TV show. Find ways were Executive (and/or owners that have may become removed from the front lines) to intimately engage with your customers on a somewhat regular basis.
○ I just experienced an author/CEO respond to a general inquiry I made to their website! Then, he asked me who referred me to his book and firm. Then, he even responded, acknowledged that he knew my acquaintance and his firm, then asked me to say hi to him and that he was looking forward to an upcoming conference to catch up. This guy, “gets customer evangelism”...his business is personal to him and he wants his passion to resonate.
LJJ: “What Frustrates Customers Most?”:
GL: “Well, I just so happened to have updated this research and polled more people this morning, using my very expensive and sophisticated techniques, at my local Starbucks...Good mix of men and women too (that actually all experienced Thanksgiving weekend shopping)...Here are the findings:
● Items out-of-stock, or sizes out.
● Pushy Sales Floor Staff that don’t listen...
● Uneducated Staff...Do not know the products, or similar, to make a trusted recommendation
● Lines...
● Lack of selection
● Their own children causing distractions from the experience.
LJJ: “What are some tips for businesses that sell to customers in order to make transactions smooth and positive?”:
GL: “Being an avid reader, and student, of “thought leaders in stuff like this”, I find that Frank Luntz’s latest book, “What Americans Really Want, Really..” summarizes what the American Consumer (and even b2b) market want. Here are 5 Gingerbread Goodies, adapted from Luntz’s findings about our desired lifestyle goals in the U.S.":
1. More Money,Save Money,Less financial anxiety. Remember Hyundai and the job-loss protection? How about showing them how you are “saving them money” (more on that another time about my recent tire purchase)
2.Fewer Hassles: How can you reduce “The friction” in all of your customer touchpoints?
○ Can customers find you using the web?
○ Are you linked to your Manufacturer/Brand sites as a “local store”?
○ How can you assure buyers that you are offering the “fair market price” ? Consider Price Matching to minimize any “price resistance”.
○ Can buyers find Customer Reviews of products you offer, or of your business easily?
○ Can customers verify inventory is available prior to traveling to your business?
○ Use the Mother (or Mother-in-Law, depending on who you get along with better) Rule. That is, Would you treat your own Mother the same way as you treat customers? If not, you will have troubles in the long-term.
○ Finally, say a genuine, “THANK YOU FOR LETTING US EARN YOUR BUSINESS”!
3. More Time:
○ Respect customers time, save them time.
○ Look for other ways to respect their time, perhaps consierge service for repeat cutomers?
4. Choice/Selection:
○ this varies by product and demographics, but “Choice” is the American way.
○ Can you offer various pricing models, or product versions?
5. No Worries:
○ What assurances can you give customers?
○ Think more about potential Customer Lifetime Value, versus a single transactional opportunity.
LJJ: “What tips do you give customers entering the holiday shopping season to make transactions smooth and positive?”
GL: "Assuming someone is starting from a shopping list of some type, I recommend a little technology assistance prior to heading out to the stores."
1. Check the manufacturer, or Brand, websites for the items you are seeking to look for Local Stores, Online Vendors and any possible coupons, rebates, etc.
2. Look at the various Local Stores' web sites, or Online Store sites, options to check for inventory availability, total cost comparison and any store level incentives.
3. If you decide on a Local Store, call ahead to secure any items you feel are in high demand. Some will simply “Hold” for a specified time, others will have you pay over phone, then hold your item until pickup.
4. Now, however, if you are more impulsive (like me) and are already in your local store, without advance planning advantages I just described, grab your smart-phone device equipped with a free UPC Barcode/QR Code app(scanlife) and Google’s “Goggles” app. These will allow you to Scan the package code labels, or take an actual picture (as in Goggles), and open price comparison sites, product detail sheets, or even show other retailers that may offer the item. You may even find that special information that will allow you to easily justify that purchase to your significant other!
Happy Holidays to All, and a special thanks again to Lynne Jarman-Johnson @LJJSpeaks !
Cheers & Blessings to All!...Grant LeMahieu
 |
| Lynne Jarman-Johnson, Speaker/Consultant/Radio Host http://www.thejjway.com/ "LJJ Speaks" Mondays 2-3pm, WJRW 1340 am, Grand Rapids,MI |
Tuesday, November 30:
I just had an opportunity to be a guest, yesterday, on Lynne Jarman-Johnson's ( @LJJspeaks ) radio show, LJJ Speaks on WRJW 1340 -Grand Rapids, and chat about Customer Experience opportunities and challenges facing businesses and customers for the holiday season (and I content, year-round).
This discussion, geared mostly towards the retail experience, does provide value to other entities as well...anywhere there is a "client/customer interaction is fair game".
The following are questions posed by Lynne, along with my caffeine inspired responses, that did not make it on-air, but are still very key aspects of our business environment we now find ourselves in.
So, warm some Java, or Hot Cocoa, and enjoy these Sipping Points.
LJJ:“As a Customer Service Specialist, and being that it’s the holiday season...How can businesses become more effective at learning customer needs?”
1. Data, Data, Data!
○ What is your internal sales data saying? Do you have customer segments with unique needs you can solve? What Products are hot, what are not?
○ Mash-up your qualitative experience and quantitative data to seek actionable insights.
○ What is your web site analytics telling you? (you do have a web presence, right? and Google Analytics is free!) What products are people continuing to visit? Certain colors getting most views? Where is the traffic coming from? Are you still featuring “About US” as your main landing page for prospective and current customers? It’s all about them and what you can do for them...they may not care that you were established in 1880!
2. READ!
○ In retail, read everything by Paco Underhill. Also Martin Lindstrom’s “Buy-Ology”, Joseph Jaffe’s “Flip the Funnel”, and Tony Hsieh’s new book, “Delivering Happiness”. Anything by Seth Godin, including his blog..it tends to slap you upside the face when you need it...
3. Seek Input From your Front line Folks!
○ Just because you pay them peanuts, doesn’t mean they have one for a brain...Executive leadership should LISTEN to the people on the front lines. You will get an added benefit of increased morale.
4. Think LEAN manufacturing principles:
○ In LEAN, an overarching principle is “Go See It For Yourself, get out on the floor”
○ Think, “Under Cover Boss” TV show. Find ways were Executive (and/or owners that have may become removed from the front lines) to intimately engage with your customers on a somewhat regular basis.
○ I just experienced an author/CEO respond to a general inquiry I made to their website! Then, he asked me who referred me to his book and firm. Then, he even responded, acknowledged that he knew my acquaintance and his firm, then asked me to say hi to him and that he was looking forward to an upcoming conference to catch up. This guy, “gets customer evangelism”...his business is personal to him and he wants his passion to resonate.
LJJ: “What Frustrates Customers Most?”:
GL: “Well, I just so happened to have updated this research and polled more people this morning, using my very expensive and sophisticated techniques, at my local Starbucks...Good mix of men and women too (that actually all experienced Thanksgiving weekend shopping)...Here are the findings:
● Items out-of-stock, or sizes out.
● Pushy Sales Floor Staff that don’t listen...
● Uneducated Staff...Do not know the products, or similar, to make a trusted recommendation
● Lines...
● Lack of selection
● Their own children causing distractions from the experience.
LJJ: “What are some tips for businesses that sell to customers in order to make transactions smooth and positive?”:
1. More Money,Save Money,Less financial anxiety. Remember Hyundai and the job-loss protection? How about showing them how you are “saving them money” (more on that another time about my recent tire purchase)
2.Fewer Hassles: How can you reduce “The friction” in all of your customer touchpoints?
○ Can customers find you using the web?
○ Are you linked to your Manufacturer/Brand sites as a “local store”?
○ How can you assure buyers that you are offering the “fair market price” ? Consider Price Matching to minimize any “price resistance”.
○ Can buyers find Customer Reviews of products you offer, or of your business easily?
○ Can customers verify inventory is available prior to traveling to your business?
○ Use the Mother (or Mother-in-Law, depending on who you get along with better) Rule. That is, Would you treat your own Mother the same way as you treat customers? If not, you will have troubles in the long-term.
○ Finally, say a genuine, “THANK YOU FOR LETTING US EARN YOUR BUSINESS”!
3. More Time:
○ Respect customers time, save them time.
○ Look for other ways to respect their time, perhaps consierge service for repeat cutomers?
4. Choice/Selection:
○ this varies by product and demographics, but “Choice” is the American way.
○ Can you offer various pricing models, or product versions?
5. No Worries:
○ What assurances can you give customers?
○ Think more about potential Customer Lifetime Value, versus a single transactional opportunity.
LJJ: “What tips do you give customers entering the holiday shopping season to make transactions smooth and positive?”
GL: "Assuming someone is starting from a shopping list of some type, I recommend a little technology assistance prior to heading out to the stores."
1. Check the manufacturer, or Brand, websites for the items you are seeking to look for Local Stores, Online Vendors and any possible coupons, rebates, etc.
2. Look at the various Local Stores' web sites, or Online Store sites, options to check for inventory availability, total cost comparison and any store level incentives.
3. If you decide on a Local Store, call ahead to secure any items you feel are in high demand. Some will simply “Hold” for a specified time, others will have you pay over phone, then hold your item until pickup.
4. Now, however, if you are more impulsive (like me) and are already in your local store, without advance planning advantages I just described, grab your smart-phone device equipped with a free UPC Barcode/QR Code app(scanlife) and Google’s “Goggles” app. These will allow you to Scan the package code labels, or take an actual picture (as in Goggles), and open price comparison sites, product detail sheets, or even show other retailers that may offer the item. You may even find that special information that will allow you to easily justify that purchase to your significant other!
Happy Holidays to All, and a special thanks again to Lynne Jarman-Johnson @LJJSpeaks !
Cheers & Blessings to All!...Grant LeMahieu
Wednesday, November 24, 2010
Simple Way for Executive Leadership to create Customer Evangelists...
 |
| Verne Harnish, CEO, Gazelles Inc. @thegrowthguy |
My "Customer Experience" began with a referral to Harnish's Rockefeller Habits book by another CEO acquaintance of mine. After reading the introduction and first chapter, I knew I had hit some great pay-dirt and became giddy about the potential of this information being implemented in firms and teams in which I am familiar.
With my giddy enthusiasm, I went to Harnish's corporate website at Gazelles. Once there, I investigated the content and related resources and decided to make an inquiry via the "contact us" link feature.
Wait for it!.....The "Lesson" emerges...
Once I placed my inquiry via the "contact us" link, I received an email reply within 10 minutes (this was a Monday morning around 9am). Now, rather than the canned, auto-reply speak, I received a brief, personal email note directly from Verne Harnish himself! He made specific references to my request and even asked for the name of the individual that was "so kind to refer my book to you".
I gladly replied with the name of my contact in a reply email, for which Verne then replied and gave me a little overview of his relationship with my friend and his company and asked that I pass along a greeting to him. Here is a guy who has people for this "mundane stuff", yet Harnish gets it...by showing he is passionate enough to respond to inquiries, he sees what the client base is looking for himself, without various layers of filtration.
I mean I was blown away! Heck, I read(and purchase) a ton of business type content and this is the first time I felt "Engaged" in any type of recent purchase I made.
So, Three Tactics to Implement to Create Customer Evangelists! Oh, and Improve R.O.I, based on my free lesson by Verne Harnish...
1. Seek ways for your Executive Team to find opportunities to have intimate engagements with your customers.
2. Have Upper level leadership answer a "customer service" phone line on a somewhat frequent basis.
3. Have Leadership take opportunties to respond to the "contact us" inquiries from your websites.
More on The Rockefeller Habits in upcomming posts...
Tuesday, November 9, 2010
"Stop thinking "Launch", Start thinking "Lifecycle" for your online communications
 |
| Kristina Halvorson |
A perfect companion read to Steve Krug's, "Dont Make Me Think" , Kristina Halvorson's, "Content Strategy for the Web", restates the importance of strategic planning for your online efforts and hammers home the point that content is indeed king, but it must be relevant to your target users, and really no one else.
However, we continue to see a mad rush to "launch" a site, without much pre-launch planning, including accountability assignments for who is responsible for content management.
I think the most important take-away here is the @Halvorson statement, "Stop thinking "Launch", Start thinking "Lifecycle".
Halvorson blogs at: http://blog.braintraffic.com/
Thursday, October 21, 2010
How will Higher Ed Institutions React to Mounting "Voice of Customer" Concerns over tuition v.s ROI?
RT @DanielPink: Unemployed Boston College Law Student Wants Tuition Back - http://t.co/Tjz4kq8 (via @ABC News)
In addition to Dan Pink tweeting the story above , from ABC, about a Boston College Law School student wanting a refund, author/columnist, Anya Kamenetz also addresses this exact issue facing students and institutions today. I have reviewed Kamenetz's book, DIY U: Edupunks, Edupreneurs, and the Coming Transformation of Higher Education in an earlier post, so I will not detail much here. However, the same issues that face businesses today, are now facing Education and Governmental Institutions. Some basic economic principles of supply and demand, along with some other factors are in play here, and many educational suppliers have been able to ride the status quo and enjoy a sellers market enjoying annual tuition increases and COLA adjustments in salary and benefits without much pressure to illustrate Return on Investment to their customers. Businesses have adjusted to economic factors for centuries, and have had to innovate and modify pricing models at times - governmental and higher education institutions less so and many still operate with a high level of hubris regarding the plight of their tax-payer, or student communities.
Let's face it, every sector of our economy is being disrupted by laws of economics compounded by technological advances today. Businesses and Institutions that adapt to a more agile business model and adapt more readily to changing customer and overall market demands can and will succeed.
In addition to Dan Pink tweeting the story above , from ABC, about a Boston College Law School student wanting a refund, author/columnist, Anya Kamenetz also addresses this exact issue facing students and institutions today. I have reviewed Kamenetz's book, DIY U: Edupunks, Edupreneurs, and the Coming Transformation of Higher Education in an earlier post, so I will not detail much here. However, the same issues that face businesses today, are now facing Education and Governmental Institutions. Some basic economic principles of supply and demand, along with some other factors are in play here, and many educational suppliers have been able to ride the status quo and enjoy a sellers market enjoying annual tuition increases and COLA adjustments in salary and benefits without much pressure to illustrate Return on Investment to their customers. Businesses have adjusted to economic factors for centuries, and have had to innovate and modify pricing models at times - governmental and higher education institutions less so and many still operate with a high level of hubris regarding the plight of their tax-payer, or student communities.
Let's face it, every sector of our economy is being disrupted by laws of economics compounded by technological advances today. Businesses and Institutions that adapt to a more agile business model and adapt more readily to changing customer and overall market demands can and will succeed. However, what is clear is students, parents, grand parents will continue to "sign on"(beg and borrow, I know my wife and I have!) to give our loved ones a chance at a better life(with that sheepskin), but in a world of decreasing incomes for all job classes, including attorneys, the market will seek an equilibrium point sometime soon and that market will demand a more affordable (aka sensible, logical) way to obtain the skills for their career pathways.
Because if you are only going to get a law clerk job at 30-40k at some insurance company,and not a newbie lawyer role at a prestige firm, what rationality is there to go to a law school at $60k/year?
As usual, look forward to your feedback...Cheers.
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