Do Mental Snapshots Define our Inner Selves?

If we speak to ourselves do we tend to be more confident? If we think in pictures does that mean we have problem empathizing? Intriguing article in the NY Times Health section by Jascha Hoffman Taking Mental Snapshots to Plumb Our Inner Selves, that explores studies about consciousness and its influence on personality and behavior.

Devil Loves Prada - and Good Service!

High end stores like Prada and Bergdorf are known for giving great service to their preferred customers, and according to today's NY Times cover page article by Eric Wilson, Luxury Stores Personal Touch is Extended to Holiday Shopper, they are also extending it to others as well. Apparently retailers across the board are using the service edge to make a difference. Whether it is Prada or Ace Hardware customer service ratings by consumers have improved. What are you doing to make a difference for your customers?

Twittering Your Way to Business Development

Everyday Twitter is making a difference in business. What difference is it making for you? One way or another Twitter is making both a negative and a positive difference to business. Negative in that dissatisfied customers can now instantly inform dozens, and ultimately thousands of others about their dissatisfaction with the quality of a product they purchased or their displeasure with the service they received. Positive in that Twitter can be used to (if implemented within the organization the right way):

• Obtain new customers from your satisfied customers
• Make it easy for your customers to refer you
• Keep your customers informed of sales and specials
• Quickly and easily getting your marketing messages out
• Inform customers of trends, changes
• Respond to customer concerns and issues as soon as they occur (and before they let others know of their dissatisfaction)
• Interact directly with customers to answer questions
• Direct customers to information sources that will benefit them or their business
• Keep your business team informed

These are some of the most compelling reasons to consider Twitter. If you're using Twitter comment on this blog on how you are making it work for you. Want more information on how we can help you setup Twitter? Email me at djmas@smlr.net or call (631) 757-5716.

Zappos - Hiring People Passionate about Customers

Zappos is a very familiar, and very successful, online shoe company. Zappos is also a fascinating story of how a company was started with basically nothing in the late 1990s and now does over $1 billion in online sales - thanks according to its CEO and droves of customers because of their customer service. In his book Twitterville, Shel Israel writes about how passionate CEO Tony Hsieh is about customer service: first everyone, regardless of position is required to take Zappos' four week training course. Then if you successfully complete it you are given an offer of $2,000 not to take the job! He says he does this because he only wants people who committed to serving their customers. Apparently it works because over 90% want to stay. Israel, also describes how Zappos uses the social media network - particularly Twitter - as both an external and internal tool building and maintaining excellence in customer service.

Over 60 and Making a Difference Online

Great story by James R. Gaines in today's NY Times: Over 60, and Proud to Join the Digerati of how a former top editor of Time, Life and People magazines is making a difference at FLYP, an online digital publication.

Motivating Employees for Customer Service?

I would like to obtain comments from frontline staff, supervisors, HR in both the public and private sector on what is being done by your organization to motivate employees to provide customer service excellence. Please share your ideas - it could make a difference.

Facebook for Business Success

Are you using Facebook to promote your business? Today's NY Times article How to Market Your Business with Facebook, gives more compelling reasons why Facebook is fast becoming an important tool to promote your business online. Written by Kermit Pattison, it succinctly provides examples and ideas on how Facebook is used by business.

DRIVE Your Market Success

The success of using the social media for business will depend on five principles contained in the word: DRIVE. The video describes in less then three-minutes what these principles are.

Making a Difference with Customers

To gain a competitive edge, enhance your reputation, reduce stress and make the workplace more enjoyable apply Customer CARE. This five-minute review by Des - from a Customer CARE workshop - provides the four fundamentals of customer service excellence.

Marketing Business with Facebook

The social media network becomes increasingly important in the small business world. Kermit Pattision's article in the NY Times, How to Market Your Business With Facebook, provides great examples of how small businesses are obtaining clients through their presence on Facebook, and it also gives tips on what to do, and what not to do. This is a must read for anyone looking to use the social media to promote a business, a career, or a cause.

Women Making a Difference in Business

Mickey Meece has an article in the NY Times "One in Four Businesses Calls the Owner ‘Ma’am’" about women that are making a difference by playing significant roles in the economy during these challenging times. We know the importance of networking, and this article also underscores how these women entrepeneurs use an "inner circle" to make "strategic contacts."

Successful Marketing Techniques on YouTube

The SBA has posted on YouTube excellent inspiring marketing stories of entrepreneurs talking about the lessons they have learned. This YouTube posting is only 12 minutes, and you'll there are other stories as well.

Three Keys to Persuasive Presentations.

The following three-minute video is an introduction to a persuasive presentation workshop. It identifies three things you want to keep in mind whenever you are giving any presentation whether it is one-to-one, or one-to-one hundred.

Effective Business Networking

"This networking business doesn't work!" That's what a fellow member said to me last week at a Long Island Association (LIA) Business Before Hours Meeting. He was there - like the rest of us - to meet contacts. When I asked him why it wasn't working for him he said that in the last six months he didn't get one sale. He wasn't the only one I've heard say this. Here's what typically takes place at these events:

Everyone exchanges business cards and then take turns giving an "elevator speech." Unfortunately it's often a boring three-minute, non-stop talk about their company.

• After hearing a presentation then the other person is supposed to listen to you - or at least act like it. Instead of listening however, the person is often looking around to see who he/she can talk to next.
• Although business cards are exchanged, most don't email the contacts they make. And worse, they don't respond to those who email them!

What to do? The following is a recommended process that can help you be more effective in all your business networking efforts:

1. Define your Brand. Before making any new networking contacts take the time to sum up in a minute or less who you are, what you do and the benefits you provide. By doing so you make it easy for your contacts to promote you.
2. Promote your brand in the social media (website, Twitter, LinkedIn, etc.) and with every in-person contact you make. This makes it easier for your contacts to direct people to you. The more visibility you gain the greater the name recognition you will have.
3. Consistently provide Value. Networking is not about exchanging business cards. It's exchanging value. When in face-to-face networking situations let the other person talk first, listen, take notes, ask questions to understand what they do, and what kind of customers they are looking for. The better you understand their business, the greater the likelihood you can be of service to them. And always follow-up with an email expressing your appreciation for meeting them.

Defining your Brand, Promoting it and consistently providing Value builds credibility, creates mutually-benefiting relationships and results in more business.