Mystery Shopping: Happy Bing a Ling and Other Christmas Elf Stories!

Happy Bing-a-Ling

No, that is not the new politically correct way to greet during the holiday season – it is my elf name! I learned it at one of those cute websites you come across when doing research for blogs! A silly thing it is, of course, but something that got everyone laughing and joking in the office.

Are your employees laughing? Are they pumped up for the busy holiday rush, the end of year number crunching, or the planning for the new year marketing program? Employee perspective is as important as is customer perspective – for if you don’t have happy employees, you undoubtedly will not have many happy customers.

Take for example the young teen in the grocery store who would much rather be home playing on his video system than bagging turkeys and eggnog. Aside from the need for cash for more video games, what can an employer do to keep this individual returning to work with a smile?

If you only teach him to bag groceries, he will likely lose interest quickly. If he is trained to understand he is part of a larger whole, if he is taken through the process so that he know what goes on behind the scenes, as well as on the front end, if he understands that properly bagging for a customer according to their wishes brings that customer back, and if he knows for sure a smile and hello can go a long way to customer satisfaction, his outlook and performance can be very different. People like to know the job they do is important – and showing them that every link in your chain is a necessary part of the organization will make them feel that way.

Mystery shopping can help you to identify the people in your organization or areas of customer service that need a little TLC – Training, Listening, and Concern. Then include a training program or two in the new year so that all of your ‘elves’ will be whistling while they work all year long!

By the way – you can learn your elf name at: http://www.jokesunlimited.com/christmas_elf_name.php

Sincerely,

Happy Bing-a-Ling

Our thanks this month to guest blogger, Diane Sweeney. Diane has been with Market Viewpoint for 10 years and is currently VP of Operations. Diane has worked in marketing and human resources for all of her career. She also runs a nutrition consulting firm, Healthy Solutions. Her life-long love of writing now has a venue as a she blogs for Market Viewpoint, her own website, and those of friends. The service industries and the health of the human spirit are topics close to her heart.

Creating the Ultimate Customer Experience: The Millennial Generation – Who Are They?

We are wrapping up our series on understanding the generations and how to customize your customer service to each of the four groups who are making purchases in our society. This is the fourth and final group and let me say that it’s our pleasure to introduce you to the Millennials…also known as The Echo Boom, Generation Y, Generation Next, and the Baby Busters. Almost as large a group as the Baby Boomers, the Millennial Generation is 76 million in size. The generation includes individuals born between 1981 through 1999. This makes them anywhere from 10 to 28 years of age. Marketers see the potential in this generation and have already begun to develop focus groups that are aimed at the younger segment of this generation in the hopes of figuring out what makes them tick. They are strong influencers when it comes to purchase decisions in the family.

The Millennial Generation is the group that we researchers know the least about. It is simply too early to tell what they will accomplish but they are being touted as the “Next Great Generation” by Howe and Strauss who are famous researchers on the topic of the Millennial Generation.

This generation has been influenced by the likes of Prince William, Chelsea Clinton, Ricky Martin, The Williams Sisters, and the Teletubbies.

This is a unique group and much is expected of them since they can learn so much from all the generations that have come before them. The core values of this group include optimism, civic duty, confidence, achievement, sociability, morality, street smarts, and diversity. Quite an impressive list.

If Millennials are a part of your target market or you employ Millennials, you have an interesting challenge ahead of you. This group has much to offer and they are in a hurry to make their mark.

Knowing what core values drive the actions of your customers and the things that motivate them to buy should be an important factor in your marketing plan and customer retention strategy. Analyze your customer base and be clear with your marketing messages. The implications are far-reaching and could result in better customer retention rates for your organization.

To schedule a “Generations In the Workplace” seminar contact us at angela@marketviewpoint.com.

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• Market Viewpoint …helping you see your business through your customers’ eyes.
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Creating the Ultimate Customer Experience: Generation X- Who Are They?

The microwave! What a fabulous invention! It’s also one of the many inventions that has helped to shape Generation X also known as “the Young and the Restless Generation” – the next generation to come under the Market Viewpoint customer retention microscope.

Gen X is made up of 46 million people – a relatively small group when you compare them to the 80 million consumers who make up the Baby Boom generation. Gen X is responsible for $125 billion annually in buying power and the word that best describes this consumer group is – skeptical. Born between 1965 and 1980, they grew up seeing everything being called into question including personal relationships (the divorce rate in the US tripled from 1960 to 1980)  and professional relationships. They had complex childhoods due to the fast-paced rise of technology. Consider inventions such as cable TV, Digital TV, VCRs, video games, fax machines, pagers, cell phones, and the PC – all became an integral part of the way we live during the formative years of Gen X. They grew up during a time when change was constant and frequent.

If you market to Generation X, know that you are dealing with a generation that is resourceful and independent. I like to think of them as the “Lone Ranger” consumer group. They are savvy at figuring things out and their independent manner of thinking makes them easy targets for the lure of the competition.

Knowing what excites your customers and motivates them to buy should be an important factor in your marketing plan and customer retention strategy. Analyze your customer base and be clear with your marketing messages. The implications are far-reaching and could result in better customer retention rates for your organization.

To schedule a “Generations In the Workplace” seminar contact us at angela@marketviewpoint.com.

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• Market Viewpoint …helping you see your business through your customers’ eyes.
• Follow Angela Megasko, president of Market Viewpoint on Twitter today! www.twitter.com/AngelaMegasko

Creating the Ultimate Customer Experience: Customer Service and the Baby Boom Generation

In our last post, we introduced the Baby Boom generation. This large group of consumers (80 million) is a crucial target market for most companies doing business today. Creating the ultimate customer experience for this optimistic yet competitive group can be challenging but worth the effort to win their loyalty.

Take into consideration that this generation is very concerned about “rights” including those of the consumer. When designing your return policy or establishing your customer service department be sure to include ways to communicate to your customers that everyone’s rights and best interests are being taken into consideration in the problem resolution process. This generation wrote the book on protesting. The Vietnam War was an important event that shaped their values and ideals. Be ready to listen to this group because they are going to demand it.

Boomers also like to question the status quo. They are an important part of helping to improve the processes in our organizations because they challenge us to look at why we do things the way we do then seek out ways to improve. They were influenced by leaders like Robert F. Kennedy, who said, “There are those who look at things the way they are, and ask why… I dream of things that never were, and ask why not?”

Respect, honor, fairness, value, and meaning should be infused into your customer retention efforts for this generation. This generation had something to say and they are counting on you to listen.

Knowing what excites your customers and motivates them to buy should be an important factor in your marketing plan and customer retention strategy. Analyze your customer base and be clear with your marketing messages. The implications are far-reaching and could result in better customer retention rates for your organization.

To schedule a “Generations In the Workplace” seminar contact us at angela@marketviewpoint.com.

• Like what you read? Digg, Stumble or Tweet this post!
• Market Viewpoint …helping you see your business through your customers’ eyes.
• Follow Angela Megasko, president of Market Viewpoint on Twitter today! www.twitter.com/AngelaMegasko

Creating the Ultimate Customer Experience: Customer Service and the World War II Generation

Creating an impressive customer experience for your customers is dependent on really knowing your customers. You’ve got to know what makes them tick in order to really begin to develop a close, long-lasting relationship with them.

The World War II generation, or Traditionalists as they are sometimes called, is a consumer market that encompasses people between the ages of 64 and 109. They are still consuming and working and are a target market for many companies who see the potential of tapping into this loyal and industrious consumer group. It’s important to keep in mind that this is a proud group of consumers who helped to position America as a nation of wealth, prosperity, pride and dreams.

When developing your customer retention plans and strategies remember to correspond frequently with this group by phone or in person. Electronic forums may not be a place where they are most comfortable. Use respect in all forms of address. Many in this generation served in the military and prefer that you gain their permission before addressing them by their first names. Another customer service tip is to make sure that you properly thank the members of this generation if they have purchased something from you. A handwritten thank you note will go a long way to gain their patronage.

Knowing what excites your customers and motivates them to buy should be an important factor in your marketing plan and customer retention strategy. Analyze your customer base and be clear with your marketing messages. The implications are far-reaching and could result in better customer retention rates for your organization.

To schedule a “Generations In the Workplace” seminar contact us at angela@marketviewpoint.com.

• Like what you read? Digg, Stumble or Tweet this post!
• Market Viewpoint …helping you see your business through your customers’ eyes.
• Follow Angela Megasko, president of Market Viewpoint on Twitter today! www.twitter.com/AngelaMegasko

Creating the Ultimate Customer Experience: The World War II Generation – Who Are They?

I know what you’re thinking. What does being familiar with the World War II generation have to do with creating the ultimate customer experience? It has EVERYTHING to do with it! The number one rule of customer service is to know your customers. By doing so, you can deliver the products and services they want and expect in a manner that is acceptable to them. With this being said, let me take a moment to introduce you to the World War II generation. Some of you may be selling to this generation or managing them since many in this generation are still a part of the workforce.

Members of the World War II generation, or Traditionalists as they are sometimes called, were born between 1900 and 1945. This makes them anywhere from 64 to 109 years of age – and yes, there are some 109 year old citizens out there. All you have to do is watch the Today Show once in a while to hear TV personality Willard Scott wish them a Happy Birthday! If you are selling to or working with anyone from this generation, you will find that they are an industrious, hard-working, and proud generation. They can also be characterized by their loyalty to a variety of things including brands, spouses, and their country. If you capture them through your marketing efforts, you probably have a customer for life.

Knowing what excites your customers and motivates them to buy should be an important factor in your marketing plan and customer retention strategy. Analyze your customer base and be clear with your marketing messages. The implications are far-reaching and could result in better customer retention rates for your organization.

To schedule a “Generations In the Workplace” seminar contact us at angela@marketviewpoint.com.

• Like what you read? Digg, Stumble or Tweet this post!
• Market Viewpoint …helping you see your business through your customers’ eyes.
• Follow Angela Megasko, president of Market Viewpoint on Twitter today! www.twitter.com/AngelaMegasko

Creating the Ultimate Customer Experience: Communicating Keeps the Competition at Bay

It happens all the time. We get busy with the day-to-day activities of running our businesses (mine happens to be helping clients create fabulous customer experiences for their patrons!) and we forget to remind our customers about all the other services we can provide for them. Then one day we find ourselves in conversation with a client and they tell us they just signed a contract with one of our competitors for a service we are very capable of providing! Our first reaction is usually utter amazement then we usually get angry at ourselves for not being better communicators. The responsibility for letting our clients know about all the products and services we provide rests squarely on our shoulders.

How do we do this? I suggest using a multimedia approach. Some of the tools I like to suggest to clients for keeping in touch with their customers are newsletters and e-zines,  well timed and targeted phone call campaigns, direct mail that includes postcards and letters, and websites that are up-to-date with case studies and testimonials of our most recent accomplishments for our customers.  These are all a part of the ongoing sales process that should be a part of your marketing plan to your existing customer base.

I like the 3-3-3 approach. Make a list of three customers you want to contact. Develop a script that highlights three things your company has done in the last three months that have resulted in success. Now pick up the phone or drop them a line and tell them about it. It may just result in increased business and profitability for your organization!