We are hiring – Web Applications Developer

We are hiring – Web Applications Developer

We are hiring – Web Applications Developer Click here for more details.

All Applications should be sent to office@tcin.com

 

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Let your clients spread the word

Fact: “According to Nielsen, 92% of consumers believe recommendations from friends and family over all forms of advertising.”

The most effective form of advertising is free.

Clients become evangelists only when their expectations are regularly exceeded both in a formal and informal way.

This is not achieved without any cost. It calls for an organisational focus on maximising the client’s experience with your organisation; a continuous effort to improve the way you do things in light of your client’s needs.

Give your Clients the opportunity to showcase their successful experience with your company. Ask for testimonials, ask them to speak at seminars, trade shows, post on social media websites etc. Always ensure that you can reciprocate the support given, so that customers see the relationship as a win-win engagement.

Different metrics can help you get a picture of which customers are engaged with your brand: Blog subscriptions, % repeat visits on your website, no. of shares of a facebook post, no. customer reviews. Another tool is your social media footprint available through google analytics.

It is essential that you have a Customer Relationship Management system to monitor your client satisfaction level. It is also useful to monitor your lead sources to measure the impact that these evangelists are having in generating new leads to your organisation.

Measure how much it takes to resolve a Client problem and what is the rate at which you solve the problem at your Clients’ first contact. Predefine which problems should be sorted on the fly, the urgent ones, which ones need to be escalated. Etc. Cluster Client complaints and assign target resolution times.

Always deliver on your promises. Empower staff to act on the spot to solve customer problems, and don’t be afraid to let staff give the customer the benefit of the doubt.

Maintaining client evangelists is tough. It requires consistency and a focus on long-term relationships and the recognition of the life time value of a client. In successfully meeting this challenge, you improve your customer retention and drastically reduce your marketing costs to existing clients. In turn, when your loyal client base has been established, you can become more agile in meeting your client needs.

“You don’t find customers for your products. You find products for your customers” – Seth Godin.

Check out our Customer Retention Toolkit. Set your objectives.

 

Source:

Whitler K. A. (2014), Why Word Of Mouth Marketing Is The Most Important Social Media, from Forbes.com: http://www.forbes.com/sites/kimberlywhitler/2014/07/17/why-word-of-mouth-marketing-is-the-most-important-social-media/

Godin S. (2009), First, organize 1,000, from SethGodin.typepad.com: http://sethgodin.typepad.com/seths_blog/2009/12/first-organize-1000.html

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Do you evangelise?

A champion or evangelist is a person who is a true fan of your brand. They like to talk about it and get involved. They are truly engaged.

First and foremost are you an evangelist, a champion? Do you embody what your brand is all about?

Take the example of Richard Branson.

To many, doing business with Richard Branson would mean that they will get a fair deal. He is the personification of his brand and he/his brand promise excellent value for money. He transmits the brand values to all of his organisations and employees.

You should seek to have all of your employees become evangelists, particularly your marketing and front line staff because they portray the image that your clients will have of your organisation. To most customers the front line staff are the face of your organisation, and their actions represent the organisation’s intent.

For marketing and sales persons to be evangelists, they must first be experts in their field able to add value through their advice and opinion. They have to truly believe that what they are offering to the clients is the best deal they would get. You do this by ensuring that you correctly set your unique selling proposition.

Most importantly, you must treat your sales people as you expect them to treat your customer. Their energy will then easily be transmitted to your potential client who as a satisfied customer can become an evangelist.

Check out our Customer Retention Toolkit . Set your objectives.

Sources:

Evangelism Marketing, from Wikipedia.org, accessed on 11 Nov 2014:

http://en.wikipedia.org/wiki/Evangelism_marketing

 

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Should I under promise and over deliver?

This adage sets the tone for defining and managing client expectations. Increasingly, clients are not impressed if you simply keep your word and deliver what you promise. That is taken as the basis of good service. Clients are impressed when in fact you go beyond your promises and deliver more value. This is particularly relevant when the client has a problem and by going out of your way you are able to assist and provide a solution. That gets customer appreciation!

A contrasting perspective is that of Gneezy A., Epley N. (2014), who criticise the approach of over delivering. Backed by the results of their study, Epley states that “Going above and beyond a promise doesn’t seem to be valued at all.”

The methodology and conclusions of the study have been heavily criticised through comments left in Inc.com article reporting this study. The main problem was that in the study, over delivery was not translated in tangible benefits. What can be taken out from this study is explained very well in one of the blog comments: “Delivering on promises (integrity) and perceived fairness are antecedents of trust in inter-organisational transactions. The point the author [of the study] makes is that people appear to prefer ‘trust’ to ‘over-delivering’”.

John Morgan is afraid that the ‘under promise’ part is “deadly advice”. He agrees that over-delivering increases customer satisfaction, repeat business, and word of mouth which all lead to referrals. His concern is that no one gets excited about a weak promise. “If your initial offer isn’t strong, then don’t expect to stand out from the crowd”.

The best way to go about it is to focus on your unique selling proposition. Make promises that will make you stand out from the crowd, but which you are sure you can deliver on time. If you can deliver earlier, so much the better. This would help reinforce your clients’ belief in your organisation and hopefully turn them into champions or evangelists for your firm.

Delivery in Full and On Time (DeFOT) measures the percentage of deliveries that have been completed in full and on-time. This rate defines your reliability in delivering on time. By including it in your Customer Relationship Management tool, together with a record of the current Client satisfaction, you can ascertain the extent to which your firm is keeping promises in delivering on time and its impact on your Client satisfaction levels. Ultimately it’s about getting the right balance, between setting promises that attract clients and QA processes to ensure that you can exceed on delivery expectations.

Check out our Customer Retention Toolkit. Set your objectives.

Stillman J (2014) “Why ‘Underpromise and Overdeliver’ Is Terrible Advice”, from: Inc.com:

http://www.inc.com/jessica-stillman/underpromise-and-overdeliver-is-terrible-advice.html

Gneezy A., Epley N. (2014),”Worth Keeping but Not Exceeding: Asymmetric Consequences of Breaking Versus Exceeding Promises” by, was published in Social Psychological and Personality Science online on May 8, 2014.

Morgan J.M. 2011, “How to under-promise and over-deliver your way out of business”, from JohnMichaelMorgan.com:

http://johnmichaelmorgan.com/how-to-under-promise-and-over-deliver-your-way-out-of-business/

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Are you good at keeping promises?

Promises set the framework upon which a relationship is built.

There are four reasons that we make promises:

  • – to define an obligation
  • – to regulate and direct behaviour
  • – to reduce uncertainty
  • – to build trust

You define your promises through any contact you have with your client; particularly your adverts, the promises made by your front line and support staff and service level agreements. Combined with these, there are the informal obligations that client expects from you.

By clearly stating the facts of the matter you are clarifying the mutual obligations between you and the client. Opinions, on the other hand create grey areas where it is difficult to quantify or qualify proper service delivery. This makes it harder to define whether you are exceeding client expectations or not.

Ask the Client directly.

Phone your most profitable clients at least once a month and ask them whether they feel that your firm is maintaining its promises. By doing this you are taking personal responsibility of the rapport you have with your client. People realise that and appreciate it.

Measure. Ask for a scale from 1 to 5.

Simply create a field in your CRM system – Client Satisfaction level. Monitor the client satisfaction levels over time and correlate it with major events in your organisation.

By exceeding the client expectations set by your promises, your organisation will develop a stronger reputation and create the basis for clients to seek longer term business relationships with your firm.

Check out our Customer Retention Toolkit. Set your objectives.

 

Source:

Montes S. D.; Zweig D. (2009) “Do promises matter? An exploration of the role of promises in psychological contract breach”, Journal of Applied Psychology, Vol 94(5), Sep 2009, 1243-1260.

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Do you really care about client satisfaction?

You obviously do.

Otherwise you wouldn’t waste your time reading this blog.

Stop and consider for a while whether the Client is really treasured in your company. Start by asking the question… How do we really do things here?

It is all about the collective way of doing things.

  • What are the attitudes?
  • What are the processes focused on?
  • How do you shape the behaviour of your employees?

When in a group, individuals go through a process of conscious and unconscious learning about what is valid behaviour in that group. There could be a disconnect with personal values of ‘what is the right thing to do’, but sometimes we tend to close an eye simply to fit in.

Many studies, including Angelos Pantouvakis, Nancy Bouranta, (2013) and Gillespie M.A. (2007) found that organizational culture relates significantly and positively to client satisfaction. Therefore, analysing and changing your organisational culture is a viable way to improve client satisfaction.

Angelos Pantouvakis, Nancy Bouranta, (2013) also add that there is also an interrelationship between organizational learning culture, employee job satisfaction and their impact on client satisfaction.

This study showed that when the employees are supported by their organisation’s culture, not only are they provided with new knowledge and skills, but they are also more likely to be satisfied by their jobs. This spurs them to offer high‐quality services that will satisfy your clients’ needs.

In addition, this study empirically supported the premise that the indirect effect of organizational learning culture on client satisfaction via employee job satisfaction will be stronger when employee education is at a high level than when employee education is at a lower level.

You can initiate the change in culture by focusing staff attention to the Core Values of the organisation. Core Values should be the values that drive your organisation. They act as reference points in setting strategic and tactical decisions.

The recent imposition of by the Chinese courts on GlaxoSmithKline China due to convictions of bribery cases is a case in point. GlaxoSmithKline have promised to investigate how this happened since it stated that this behaviour falls outside of its values – yet it is facing other such related cases of bribery from other countries. This shows that other than setting values, you need to have a way of measuring whether such values are being followed.

An efficient way to do so is to monitor how your staff treats your clients and if there is a disconnect with the values you are trying to promote. A Client Relationship Management system provides a framework that records and tracks all interactions between your staff and your clients. This facilitates the promotion of a culture of openness and strong corporate governance, which in turn help to encourage staff to live your organisation’s core values.

Check out our Customer Retention Toolkit. Set your objectives.

If you would like any assistance in your review process, do contact us, we can help.

Source:

Angelos Pantouvakis, Nancy Bouranta, (2013) “The link between organizational learning culture and client satisfaction: Confirming relationship and exploring moderating effect”, The Learning Organization, Vol. 20 Iss: 1, pp.48 – 64

Gillespie M.A. (2007) “Linking organizational culture and client satisfaction: Results from two companies in different industries”, European journal of Work and Organizational psychology

Source: Moua M. (2012), “Leading with Cultural Intelligence”, Chapter 2 Section 3: http://catalog.flatworldknowledge.com/bookhub/reader/5575?e=moua_1.0-ch02_s03

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Client satisfaction brings about retention

Repeat business is the key to long term business relationships. This is all about providing a positive and efficient experience to your client and seeking to build a mutually beneficial long term relationship. Your client needs to be confident that he or she is getting a good deal. If that is the case, there is a higher chance of the person coming back to you when the need arises, because they believe that you can offer value for money, not necessarily the cheapest product or service.

There is sufficient research at hand to show that the variables of client satisfaction are price, quality and service. You should focus on pinpointing bottlenecks and impediments which hinder the efficient flow of work and thus cause delays and possible frustration to your customer. Clearly, you need effective systems and procedures driven by staff who are motivated to go out of their way to meet client expectations.

The sales cycle thus focuses a lot on the human aspect in dealing with the customer. When deciding on the sales policies for the front end and backend operations, there needs to be a common and shared vision of seeking client satisfaction. I stress on the word ‘shared’ because anyone can interpret the levels of client satisfaction differently. This calls for clear standards of performance.

It is about building an organisational culture with clear norms, and measuring results in order to continuously improve in this area. Ingrained in this are the core values of the organisation, including the way in which you treat your staff. Don’t expect to be able to look after clients if you cannot look after your staff. The human element is based on mutual respect and focuses on you treating your staff as you wish that they in turn treat your customers.

If we accept that adage that the most important perspective to a business is the customer perspective, then measuring client satisfaction is the most important measure of your effectiveness in combining systems, procedures and staff to meet your client demands and expectations. Measuring Client satisfaction is hard. This is primarily due to the fact that your clients have different expectancies. You have to first be clear in what your overall service offering is and invite clients to decide at which degrees this has been met. Successful tools could be questionnaires or periodical phone calls to your clients, particularly your key clients.

Effective Customer Relationship Management (CRM) systems let you record and track the feedback received from clients on an on-going basis. This allows you to pinpoint your current levels of client satisfaction and what needs to be improved in order to bridge any gap which may emerge. In this regard, the concept of the balance scorecard is particularly relevant. By judging corporate performance on the basis of four perspectives: the Customer, Operations, Learning and Growth, it provides a holistic approach to corporate performance. Your overall goal in managing corporate performance is to improve customer satisfaction without negatively affecting the other perspectives.

Click here to download Customer Retention Toolkit

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EBLive v1 Launched

Following the EBS launch of the beta version of EBLive in April 2014, earlier today the Version 1 stable release was published. This solution is based on the collaboration of the EBS development team and a specialised video conferencing team in Canada. The web based application allows users to book and hold multi-participant video conference calls at very competitive prices. The online solution at www.eblive.net caters to the needs of individuals, corporate or personal.

EBS can also customise this on a white-label basis for organisations that want a more personalised platform for their clients and customers. In this way, the hosting of the EBLive service can be designed as part of a client website. This allows clients to invite their clients and customers to their own personalised video conferencing platform using eblive.net solution. For more details contact admin@ebizmalta.com

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What’s the hype? Why should I start using eLearning

Click here to download

An article based upon the dissertation submitted
for the partial fulfilment of the Degree of Master of Science in
MSc E-Business (IS) programme
Newcastle University Business School
Newcastle University

Name: Nicholas D’Alessandro
Dated: 14th
March 2014

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We are hiring – Web Applications Developer

We are hiring – Web Applications Developer click here for more details

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