Perseverance…..to bolster, sustain, or uphold

It all started with this bracelet I ordered from Endorphin Warrior a few weeks ago. I saw the ad from a local sports magazine and since I thrive on inspirational moments I had to order this bracelet. My online experience was effortless and did not forget to ask me the lead source which from a CRM (Customer Relationship Management), angle was a good thing. Again, nothing out the ordinary in ordering and I received the bracelet sooner than expected.
I immediately received a letter thanking me for the purchase as well as an e-mail follow up wanting to know how I liked the bracelet.
I really liked the bracelet but I have small wrist so the metal plate rotates to the underside of my wrist and I mentioned that in my response.
Eric, the owner immediately wrote me back, apologizing and offering to send me a newer version that allows for adjustment for smaller wrists……free of charge. He wanted me to be completely satisfied and what he was created was an ADVOCATE which carries more weight than a satisfied, loyal customer.

Yes, he is a small business owner but from subsequent conversations wants to grow and maintain his attention to his customer base, he wrote:

“I’d love to learn more about what you do…as I have a lot to learn in that area. Right now I’m a very small company and can (and want to) personally handle communication with my customers. I definitely want to build Endorphin Warrior into something larger but not at the expense of losing the “human” element. I want to learn how to grow the business and still keep the human and emotional side of my business genuine and strong. Anytime you’d like to share what you do, I’d be interested in hearing more about it.”

Impressive to say the least and technology today has allowed for businesses of all types to automate their responses without losing the personal touch. A lesson learned to businesses of all sizes and during this time of economic slowdown NOW is the time to put this into action.
We will get through this, the question will be what have you done to establish yourself in a positive way when the slowdown is working its way towards normalcy?

Eric has lessons for everyone for any size business:

• Know where your customers are coming from.
• Focus on the customer’s experience.
• Focus on exceeding their expectations.
• Focus on making them advocates
• Take note of successful repeatable processes
• Duplicate through automation
• Repeat and know the CRM Mantra….People…Process….Technology…in that order!

Have your advocates marketing for you like me, it is really is all about me……Perseverance

CRM meets Social Media at the Wharton School of Business

I was asked to facilitate some sessions directed to the Sales and Marketing BA and MBA students at Wharton in January on how traditional CRM strategies are now in a new phase of Social CRM, also known as CRM 2.0.

Wharton School Visiting Associate Professor Sandy Jap is preparing her students for a career in marketing with the latest information on how online communities have changed the playing field for CRM strategies. There’s no doubt that businesses need to adjust current models to meet the needs of this emerging medium.

I was not surprised at the student’s proficiency in Social Media given that most of them grew up on the internet but they were eager to learn that their experiences in Social Media will be a welcoming trait to the corporate world that they will enter. Corporate executives are still trying to get their arms around how to integrate Social Media into their traditional channels of engagement and they desperately need employees that are comfortably engrained in Social Media practices. On the other hand corporate executives can lend their extensive knowledge of traditional CRM to the interactive generation for an effective blend of collaboration at its best.

My word of advice to the corporate world is to invite this generation in the conversation; they get it and are versed in all of the tools of Social Media. In preparation for them entering the workforce I would advise you to make your company’s image and workplace more social media centric. You will not want to miss out on this talent because they do not see a familiar form of interaction.

Remember, social media may have grown its roots in the younger generation but they grow up, move on and disperse their databases with them and they EXPECT social media to be in the mix.

Key Takeaways were:

• Traditional CRM strategies will have to provide a Social Media aspect.
  
• Social Media is not a separate entity from CRM it is a blend of your traditional strategies.
  
• Students entering the workforce can accelerate your companies Social Media initiatives, invite them in!
  
• Social Media in your workplace will aid in attracting the best incoming talent currently fluent in usage.
  
• Use the economic slowdown time to indoctrinate Social Media to streamline your processes and give your most valued asset, (your customer) a voice.
  

It was a privilege for me to have the opportunity to address these students and I hope to extend a hand to their future success.

"State of Grace"

The Real Wasted Pages by AT&T

• The Real Yellow Pages – 1600 plus pages
• The Real White Pages- 975 plus pages
• The Real Yellow Pages Companion- 620 pages
• 1 Yellow Pages Plastic Bag
• Total Weight- over 5lbs (yes I did weigh it)

It has been over 2 months since my last post and while I have had the urge to write I was lacking the emotional desire. There are a lot of reasons why which I will explain later but for now I feel compelled to rant some, about the above.

While working from home on Friday I noticed a van parked by the end of the street and saw several people walking through the neighborhood dropping off some items in a plastic bag.

I did not give it much thought knowing that it was the annual Yellow Pages drop from AT&T.

As I ran errands I took notice to all of the bags on the doorsteps of the homes in my subdivision and as I drove out to the next city to meet some friends for dinner I became obsessed with taking note of all of the bags on the door steps of homes, churches, and businesses along the way.

It was then that I wondered do people still use the phone books like they use to? I cannot remember the last time I picked up one except to put some weight on a book I was gluing and needed something to hold it together. I will admit my wife will occasionally look up something and I am always thinking just google it…right? Most times she is looking for a business but I really cannot remember the last time I actually looked up a phone number for an individual or business. I have looked up a number in our subdivision’s directory or the school directory but it has been MANY years since I have looked a number up in the white or yellow pages.

I just thought what a waste of paper even if it does state on the bag 100% recycleable. I wondered how many people would throw them in the trash or wait for the next recycle pickup day to get rid of them.

I totally understand that there are people and businesses out there that rely on the book for obtaining and looking for business but I am willing to bet that there are more people connected to the internet that will run a search there to look for services and numbers.

Maybe AT&T can get away from the “shot gun drive by” of the books and allow people to specifically request if they want a copy of one of the 3 books or all 3. I bet a poll would show most people would want access to it online and save a few trees as well as the time, energy and exhaust from the people that deliver the books. How about just giving out a single disk with all of the information on it, no connection to the internet needed.

Just a thought…..AT&T you have your hands in multiple pockets but are not that aware of who own the pockets. Suggestion, run a report of customers that have DSL, e-mail accounts, etc. and I bet the results will give you a closer insight on how they want their information….just maybe.

Starbucks Logo today….is me or?

Thanks Phillip at Home Depot…Roswell, Ga

The purpose for my blog is to report my views and experiences in common day Customer Relationship Management practices or lack of, so while I sometimes report on the bad it is very important to me that I report also on the good.
I have mentioned my visits to my neighborhood Home Depot in the past that were not good experiences but yesterday I went back and was able to walk out with a positive experience. Why I was there was not that important because all I wanted was some nice work gloves and some weed killer so I knew the general area where I could possibly find those items so as I am walking to that aisle a Home Depot employee walked up to me and asked if I needed any assistance. I told him what I was looking for and he walked me to the area and assisted me with my purchase decision.
Textbook CRM right? As I walked out I wondered what was behind the service I received, was he just a great and helpful guy? Was he rewarded for his service and if so how would it be captured or measured?
If someone had approached me or handed me a survey or a link to a survey I could have recorded my feelings. I did make a point after making my purchase to walk back through the store, find the gentlemen that assisted me, get his name and thank him for his service. I think my total purchase was under $20.00 but it was worth it to me to thank him again personally.

Just as he assisted me “just because”, I wanted to return the favor with a personal thank you. All things good and bad can be infectious right? We talk about the viral nature of expression today and it too should go both ways….

How I got over my “CrackBerry” addiction….

It has been quite some time since I have posted and I apologize to my reader(s) out there who have wondered did I give up or just had nothing of significance to say. I can assure you that people that know me will vouch that I am never void of things to say, whether it is significant or not is another story; having time to sit down to write was an issue and I am still to this day paying the price of having my wrestling coach as my typing instructor (guess what I did during class) but I digress which I do through all of my posts. Maybe I should spend more time with Dragon’s Naturally Speaking the speech recognition software which is amazingly accurate to get more posts out and only type to correct my diction….hmmm
Anyway, a lot has happened this past month and switching from a BlackBerry to the iPhone has been…. how should I say it, a life changing event. I will admit I was a heavy BlackBerry user spending a lot of time responding to everyone and anyone more text than was really needed. As I mentioned in a previous post feeling phantom vibrations on my hip when my BlackBerry was not there and here is the one I am not happy revealing; DUIBB…Driving under the influence of BlackBerry where there really should be a law against. I wonder how many accidents have occurred due to drivers reading and responding to messages. Hey, here’s a thought….maybe RIM and Dragon’s Naturally Speaking should work on a joint solution….you read it here first!
So, you are wondering what does the iPhone have to do with all of this? Well, I had always admitted that I was not going to join the craze of having a iPhone, I had an iPod and really did not see a need for an iPhone but circumstances lead me to acquire one and that started my path of recovery. I will tell you I was actually shaking when I took the iPhone out the box and went through the procedure of activating it online and mulled over initiating the final step that would retire my Curve and port my service to the iPhone. I immediately regretted it and spent the next 3 hours totally frustrated trying to adjust to the iPhone onscreen keypad, it was awful and I cannot tell you how many times I wanted to toss the iPhone across the room! I am gripping just writing about it and I knew I would not like the change. I even took the phone back the next day to the Apple Store only to be talked into going back the next day to buy it again…really…I have the receipts to prove it. Well, after spending some time with it I realized that there were times when I did need to respond to an e-mail but I did not have to write a novel when one or two sentences would do. I had to devote some time to a few of my frequent message receivers that I was not angry at them or going through some tough times because my messages were short and not my usual upbeat expressive manner, heck…keying in a smiley face was a challenge for me on the new keyboard!
So days….weeks went by and I started feeling better, not so stressed and obsessed with mobile communication, things were not that urgent and I was able to focus better on the tasks at hand instead of wearing out my thumbs. I could run on the treadmill without nearly killing myself when trying to respond, RUIBB…Running under the influence of BlackBerry, you get the idea right?
I am over my addiction, but occasionally I take out my BlackBerry Curve and hold it but the urge to activate it is not there as it was before and I am loving the iPhone more and more every day.
ALTHOUGH….I have a new challenge thinking everything is touch screen driven; I have tried to change the channel on the TV, and navigate on my laptop and other tasks I am embarrassed to admit by touching the screen…on to my next addiction?
I just want everyone to know that there is a cure out there and if you are willing to try, you too may discover that that life without a BlackBerry is okay and usage in moderation will allow for a more meaning life….how profound.

Starbucks stores closing temporarily today….convenience versus loyalty?

I dropped by Starbucks yesterday and noticed the sign on the door stating that they would be closed today for several hours to train their baristas to make better coffee. Interesting I thought and of course my thinking cap started churning or was it my anticipated Starbucks caffeine withdrawal? Anyway, I thought it was somewhat of a risky move and wondered how many people would be affected by this, not necessarily the ones that knew about the temporary shutdown but the ones who were caffeine deprived walking in the day it was posted and did not notice the sign. Most of these people I bet would drop by tomorrow and be shocked that they were closed for that time and what if they also see employees in the store..yikes! I would have thought that Starbucks would have spent that time trying to improve on customer relations. I visited a Starbucks a few weeks ago to pick up a nice coffee cup for my mom and I asked at the time did they still give the 1 free drink coupons with a cup purchase and I was told no but I could purchase a card with at least a $5.00 credit on it which really ticked me off. I bought the cup but was grumbling over their new policy.

It looks like a great opportunity for the competition to grab some coffee bean share wouldn’t you think? Companies like McDonald’s, Dunkin Donuts, Seattle Coffee and other small providers could benefit by picking up some new customers. I read where Biggby Coffee in Wyoming is offering free coffee to everyone during that time for everyone as well as their current customers and may actually snag a few of the Starbuck loyal addicts. I wonder how many other coffee shops will be participating in trying to grab some market share.

It also started me thinking about convenience versus loyalty, of course a vast majority of Starbucks customers are drawn to the ambience of the store while many others cruise through the drive-thru for convenience so is it mainly loyalty or convenience? I wonder during the several hours that Starbucks will be close how many people will discover other convenient options for their caffeine fix.

I bet convenience is often mistaken as loyalty as I think of many situations where I use a product because of convenience. Of course if another convenient option appears and I am not legally bound (mobile phone service) I would also choose the convenient option.

Companies should take a look at that scenario and see what really keeps their customers; legal jargon or the fact that they focus on what their customers really want and offer a fair exchange as well as customer care. I think Starbucks will find out very soon, I do not think people are leaving them dissatisfied by the brewing of the coffee…they may be training on the wrong thing!

Suggestion to Starbucks, station people in your stores to observe, question and seek suggestions as well as offer up a free drink that may create loyalty!

The day the music (BlackBerry access) died….

There’s a line in the song American Pie by Don Mclean, “But February made me shiver”; how ironic in reference to the BlackBerry outage yesterday as well as the internet outage in the Middle East on February 1, due to a severed line.

Actually yesterday was a good day when I think about it, first I was frustrated by the silence of my BlackBerry asking it “why are you not talking to me?, was it something I said ?” After numerous service book pings I finally read that there was an outage and instead of taking the rest of the day off, I actually I was able to get more work done. The strange buzzing noise was gone and the phantom vibrations I have been feeling in my hips were gone as well. No, really….I could be totally away from my blackberry (which is rare) and I would feel these vibrations, I kid you not.

I am not sure how I would have reacted to an internet outage but I gotta believe I could deal with it without freaking out. I am sure a lot of us would wake out of the technical communication whirlpool with blank stares behind our monitors and miniature screens and actually look up and around. We probably would actually pick up the phone and actually call our customers or prospects and actually have a “live “conversation.

When you think about it how many of us actually have a backup plan to not being able to connect through cyberspace? Would we have un-tethered access to our vital data? Would we use it as an excuse or would we take it on as an opportunity? You could call a customer at the perfect time and be Johnny or Joannie on the spot letting them know that business goes on. I wonder how many frustrated customers and advocates you could pick up by still being there?

I often speak of being a “ GenTweener” a hybrid cross of an X and Y due to my early experience in technology, unlike a lot of the generation today I know how life and business carried on without a total dependency on technology. I do appreciate the advances of technology , “Yes, I said to my son I remember having just 3 television channels and no ATM’s….what did I do when I ran out of money?, I either went home or my friends and we pooled our money.” Technology is great but what happens when “Houston, we have a problem”, rears its challenging opportunistic head. The fact that I am a GenTweener allows me the benefit of both worlds and I draw on the way things use to be as a foundation to how I conduct business.

Here is what I remember:

·– NO phone mobility (well, when I was growing up we had a VERY long coiled line so we could walk to the front door from the kitchen) also, mom could yell
·– The clarity of cable was aluminum foil on the indoor antenna of our television
·– My musical playlist consisted of how many 45’s (records) you could stack on the turntable, later my dad bought a reel to reel system..awesome
·– Looking forward to the latest encyclopedias and the extra event edition
·– My parents introducing me to the bank VP and opening an account (they really knew us) actually all of the stores in my city had that “know thy customer” theme
·– Walking down to the playground to hang out with my community
·– Face to face conversations
·– Weekly trips to the Library and reading 30-25 book a summer to receive a certificate
·– Musicians created music not manufactured it

Okay, I will stop, you get the point, technology is great and allows far reaching communications and relationships. It enables better efficiency, access and productivity, and it is required to be successful in business today. I have benefitted tremendously by technology and understand human progress and reach but I must say it is nice to think of simpler times where tasks were accomplished by the pace of the day. Patience or some relative degree of patience was required and I am sure all generations have versions of progress. Nostalgia is a good thing and can have some relevance in our lives today when there is a blip in technology. It can also remind of how important our relationships are in our business and personal lives.

I think it would be a great exercise to have a conversation in your office contingency plans around the lost of taken for granted technology like BlackBerry usage and the internet. A live phone call or face to face conversation could be the deciding factor in attaining and keeping your most valuable assets.

I have to go now; my BlackBerry alarm just reminded me that it is time to eat.

Yes….it is also all about me….today

Today is my birthday and no, I will not reveal my age but I am what some would say…seasoned. Anyway, other than my family wishing me a great day the first e-mail I saw in my in box was from Borders wishing me a happy birthday with a coupon. I know that it does not take a lot to collect and act upon data given but it is still a nice gesture and one of many good experiences I share shopping there. Last week I went into the local Borders seeking a book that was recommended to me and in my haste I left the coupon they most recently sent me in the printer bin. When I stepped up to the counter to pay I mentioned it and the gentleman waiting on me said no problem and pulled out a sheet that gave me a better discount than the one I received initially. It is not just one experience that defines my loyalty or advocacy but I continuously receive them from Borders and since I am an avid reader I receive a lot. Thanks Borders for thinking about me and thanks for instilling in your employees empowerment to make decisions that affect the customer. A lot of companies say they care from the top level but the “action” part is watered down all the way to the person who has the direct contact. Many I am sure are given strict “rules of engagement” and those rules may be firmly implanted in the technology. “I’m sorry our system will not allow that”, breaking the human connection that is vital to the experience. Extending an extra discount does not always impact the bottom line if that action causes me to walk out with a satisfied smile and keeps me coming back thus adding to the bottom line.

During the rare times I do walk into Barnes and Noble, I walk up to the counter with angst knowing that they are going to ask me if I am a “special” member that I have to pay for! Unbelievable! My friend Brent Leary expressed it well in his blog last year: Barnes & Ignoble – Another Tragic Case of Customer Relationship Mis-management

So, Happy Birthday to me! I am off to Borders to pick up a book about dealing with Mid-Life Crisis.