Global CEM Certification Program

Genesys_MarkStanley

Get ready for the Global CEM (customer experience management) certification program on November 20-21, 2017 in Hong Kong.

The 60th program is developed based on the PIG Strategy (also called the Branded CEM Method), and has been run 57 times in 19 international cities: Amsterdam, Barcelona, Brussels, Copenhagen, Frankfurt, Milan, London, Paris, Istanbul, Dubai, Johannesburg, Shanghai, Bangkok, Hong Kong, Singapore, Sydney, Los Angeles, San Francisco and Toronto.

Swisscom_LourdesMartins

Over 50% of the attendees are referrals and repeated participants.

CEM Cert Program 2017 Early Bird Discount

Visit GlobalCEM.org to find out more about the World’s 1st CX / CEM certification. Download the program brochure.

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Are You Ready for the Mobile CX?

CX through mobile

“Customers are buying experiences,” says Jos Ortega, Chair & CEO of Havas Ortega, at the Customer Experience (CX) Management Seminar 2017 organized by Fiera de Manila, Inc. last September 6th at the AIM, Makati City.

True. Gone are the days that you only think about selling products or services. The purchase process has now focused more on what you get out of the experience of buying a product or getting a service.

Thus, you rally your customer service team to attend to the customer well, give them their best smile, most polite voice and demeanor, and always put their best put forward. They have to give excellent customer service by all means.

Now, the question would be: how do you measure experience when you don’t get to interact with your customer face to face?

Technology has become the game changer.

Customers no longer go to your brick and mortar store, rather they buy online. They buy while mobile. They are consuming your product and services through mobile. In fact, 90% of the time is now spent on mobile.

So now, customer experience (CX) happens on mobile. Advertisers are now chanting, go mobile or go bust! For the most part of the business nowadays at least.

Video has also become the most effective lead generation and so if you are producing videos to promote your business, you should evaluate your videos on the mobile platform to see how they are playing or being played from the customers end.

So…

Are you ready for the mobile customer experience?

One interesting development I learned from that CX seminar was the evolution of e-commerce platform. E-commerce started with a website (www), then the use and development of applications (apps), and now the messaging (chat messenger with chat bots).

It’s also interesting to know that companies have been using Facebook to its full potential; meaning leveraging on the features of Facebook to grow their business. Two of these features are the Facebook Messenger and the Facebook Workplace.

How do they do these? Companies build their Facebook pages and incorporate Facebook Workplace into it so that when their customers access their company through the Facebook Messenger (or they even direct their customers to the messenger), they use the chat bots to interact with their customers. And I tell you these chat bots can be as intelligent as they can be.

Let me cite an example. This is HealthTap leveraging on Facebook Messenger and Chat Bots to interact with their customers.

It’s pretty straight forward is it? It works because you are like chatting to someone who can provide you with answers.

But are other companies as responsive?

Let me cite a comparison.

Company A

Marriott Manila 1

Company B

Solaire 1

Which do you think has a friendlier mobile CX?

Both ‘typically replies in a day,’ but one right away says they are not available at the time of customer contact.

The kind of messaging you use contributes to the overall customer experience, so you have to be careful. But it appears, too, that the company just translated what people see on their website and has worked into their mobile.

As you go mobile, understand the platform, the way HealthTap obviously does. Then provide the customer the confidence that they can transact safely all the way through.

In mobile, all the more you need to be friendlier as experience becomes on demand. It is easier for your customer to dismiss you with a click as it is easier for them to hit that purchase/checkout button.

Sure Way to Kill Productivity

On teamwork (2)

There is one sure thing to kill productivity in your team, and that is to meddle with their work.

This is not to say that you shouldn’t check on them, but meddling is a different thing. It is micromanaging, and no worker wants his boss breathing down his neck.

Best thing to do is to start the project right the first time. At the onset, establish the objectives and parameters, make clear the deliverables, agree on the results, and set the timeline. Then leave the team to work on it on their own. You meet with them and discuss the progress of the project based on the timeline set.

George S. Patton says it best, “Never tell people how to do things. Tell them what to do and they will surprise you with their ingenuity.”

Daily Prompt: Meddle

 

Discover Your Strength as a Leader

When you assume top position in your organization, it is so easy to get immersed in  firefighting. You get consumed by the desire to improve this, cut down on this, and do more of this, wanting all your ideas of how an organization should be run put in place. There is nothing wrong with this actually, especially if you see that there is much to be improved on.

The danger however is when you do not see the forest for the trees. Sometimes, too, you see only the process itself and not how it works.

As a leader these are things that you would want to watch out for.

Here is a fair warning, too:

strength as a leader

Managers who rely too much on their strengths may become hammers that see every problem as a nail. Over-forceful bosses can turn their subordinates into patsies; consensus-obsessed bosses can institutionalise dithering. It is not difficult to find examples of strengths-turned-weaknesses in politics. Barack Obama’s talent for lofty rhetoric has distracted him from the nuts and bolts of policymaking. François Hollande’s passion for being Mr Normal has rendered him too small for his grand office.

Read more…

What Do You Know About Marketing Psychology

It’s undeniable how modern technology shaped today’s society. You can see it anywhere, everywhere you turn, every person is on their phone either texting or updating their social media accounts. Which is why businesses have taken the battlefield straight to the people — and what better way to connect with your consumers than through social media.

You can see countless brands releasing campaign ads that are specialized to their target market to expose their brand and boost their sales. However, even the most clever campaign ad still has a hard time engaging consumers.

Why? It is because human behavior changes every minute. And as human life evolves and progresses, expect the complexities of human behavior to expand.

Interested to know more about how psychology affects marketing strategies of businesses?

Here’s an infographic by M2Social, a digital advertising agency in the Philippines, to further understand how your marketing strategy can tap the subconscious mind of people and engage them to your brand.

Marketing Psychology: Human Behaviour’s Influence on Social Media Marketing

5 Factors Quality Systems Fail

lean animation

Photo credit

PQ Systems lists 5 factors why quality systems fail that will likely lead to recalls.

  1. Following the old rule, “it ain’t broken, why fix it.” It happens when an organization has already a pattern of producing only good products over time, thus tends to overlook excess.
  2. Failure to understand variation in processes can lead to a failure to address out-of-control situations.
  3. Complacency with respect to training assures limited knowledge of process control.
  4. New leadership fails to assume the commitment to quality.
  5. Focusing only on profits and earning reports without regard to customer satisfaction can be a death knell for quality.

Read more…

5 Ways to Survive the Hump Day Challenge

My hump day challenge lately has been communicating through chat.

I have been working with remote teams for 10 years or so, and except for the first weeks that I did online meetings, I never had any problems with getting my message across.

I had Skype and GoToMeeting calls once or twice a month and chat conferences every day with team members, clients, and my former boss who spent most days of the year in the U.S. In those meetings, we would tick off the items in the agenda, address issues, resolve issues, and come up with resolutions… efficiently.

I can’t understand though why this has been my challenge of late. So, I list down the possible barriers of communicating efficiently with remote team members.

  1. Be prepared. Come to the chat/call with your reports, recommendations and notes. It will be good to be ready with your talking points. This will give each team member some guide to follow. If you are assigned to the meeting, email ahead the agenda so that the others can be ready for the meeting, too.
  2. Listen first before reacting. This works especially in chat. You know that time when all of you are trying to type all at the same time and hit the enter button at the same time, too? You have to listen first, meaning to read first what the other or others have written and then react accordingly. It helps a lot if you scroll up and review the conversation before butting in. In many cases, someone who is not listening and brings back a concern that has already been discussed disrupts the meeting.
  3. Clarify. Say it again, or even rephrase an idea to make sure that you get what the other person means before butting in. If you don’t do this, you either repeat issues and the meeting will go round and round. You’re lucky if you have a very good moderator.
  4. Ask questions. Like #3, ask intelligent questions. But before you do, do #2 first.
  5. Be open. One of my pet peeves is when a person insists on his ways or disagrees every step of the way… illogically. And believe me, there are people like that. Why not hear out an idea first, weigh its pros and cons, and if it’s not really far out, then by all means, agree to test the idea out. I understand those team members who are really thorough and would look at every side of the scenario. That’s totally fine.

What’s your process in doing calls with your remote team?

Take a look at this video. It somehow exemplifies what happens in a virtual meeting. XD