Active-customer service in SCRM

        In the past, most of company use passive customer service in which they can use CRM program for only receives customer's feedback or comments when customers call to call center, but in SCRM, the company can opens their social media channels as the active customer service channels to search or find their customer's respond in several pages through social media by themselves and fix it immediately.

       According to the above video, Dunkin' Donuts use active customer services continue to improve Customer Relationships (CRM) and engage its customers through social media because Dunkin Donuts aimed to growing and maintaining a highly engaged global online community of Dunkin Donut fans by using the social media team’s for Dunkin’ Donuts in headquarter coordinate with public relations (PR) agencies to support in local markets and brainstorming for update, answer the question, controls and creates promotions on Facebook pages, Twitter and other channels.

                                           

            Another above example is the case of Comcast which their customers are looking for specific help to fix their problems. If their wireless Internet isn’t working, they want to know how to fix it. If their television connection is out, they want to know how to repair whatever is broken.To provide each customer with a timely and helpful response, Comcast’s Twitter account is managed by a team of people who can quickly offer technical support and troubleshooting tactics for a variety of issues.

The evalution of CRM to SCRM Program

         Because of the growth of internet, most customers interest to use social media to  communicates through social networking sites, such as Twitter and Facebook. According to Jacob Morgan, coauthor of "Twittfaced," describes the difference between traditional customer relationship management (CRM) and social CRM (SCRM) which social brings a new element into CRM because now instead of just dealing with data and information that deal with conversations and relationships. 

       These conversations and relationships can take place not just from company to consumer but also from consumer to consumer. Think of Twitter as a simple example. Let’s say you are a large brand on twitter and you are building relationships with your followers but you also have the ability to build relationships with and listen to and engage customers that are having conversations about you.

       Social Media Examiner also provides 4 Steps to Implementing a Social CRM Strategy to develop your social media CRM strategies, imrprove your customer services and increase customer engagement in your business. 

Source: http://www.socialmediaexaminer.com/what-is-social-crm/

Make a first impression with your customers

     

     From the previous post about UNIQLO, I think the interaction can takes only a quick glance, maybe three seconds, for customers to participates with you when you meet for the first time. In this short time, the other person forms an opinion about you based on your appearance, your bodylanguage, your demeanor, your mannerisms, and how you are dressed.

            In order to create first impression during the interaction with your customer, Lee Polevoi shows about  How to Make a Great FirstImpression on Customers that can be nearly impossible to reverse or undo, making those first encounters extremely important for they set the tone for all the relationships that follows because they are in your social life, it's important to know how to create a good first impression with all of your customers.

Picture from : https://brodypro.com/in-praise-of-proper-business-protocol/

UNIQLO, the king of customer interaction !

     
       According to Philadelphia racked, UNIQLO, the world casual wear fashion retailer under Fast Retailing Co., Ltd focuses on customer service and in-store experience to manage “customer buying process” from the beginning until the end of service in Japanese standard. The company creates "employee practice" as the management principle rules to make its business systems perfect and customer complaints are easily handled.
       
        In each day, customer advisers must repeat the six standard phases to greet and 

interact with shoppers as the following 

  “Hello, my name is ........., how are you today?”

  “Did you find everything you were looking for?”

 “Let me know if you need anything. My name is ....."

 “Thank you for waiting.”

 “Did you find everything you were looking for?”

 “Good-bye, we hope to see you again soon.”

Pictures from : 

http://www.thestar.com.my/story/?file=%2F2010%2F11%2F17%2Fcentral%2F7422448&sec=central 

http://www.fastretailing.com/employment/en/uniqlo/au/storestaff/ 

http://www.comchest.org.sg/GivingAsACorporate/ThankYouPartners/SpecialNeedsStudentsShopatUniqlo/tabid/833/Default.aspx

 http://www.uniqlo.com/us/storestaff/profiles/images/profile03_img01.jpg

http://asia.nikkei.com/Business/Trends/Business-bustling-in-booming-Philippines 

Customer interaction

      In business, customers can call, customers can interact, and customers will even vent at you anytime. But the truth is, each interaction which provides information about how your 
company can do better. but the important process that you can generates your revenue, success your goal and engages customer in long term is customer interaction because if you put customers first in everything you do, you’ll see that complaints are just another chance to wow them.

      According to UNITIVE that shows 6 Ways to Improve Your Customer Interactions to improves customer satisfaction, training methods, customer recovery, employees motivation, operational procedures and speedy transaction. These because positive interaction with customers can offers businesses valuable connections with buyers, business partners and contacts. Improving these connections requires putting special effort into designing standard interactions that go further than a simple customer service script. Anyone can read words off a page, but valuable customer service exchanges require a variety of more advanced and natural responses

The example of Customer Relationship Management in TESCO

    

         Yesterday, I went to shopping at Tesco and I really impress with its service from the beginning of my shopping until the end of purchasing point (cashier) because when I ask something during my shopping time, all staffs are nice, smiles and polite. They can answers the place and information of some products correctly. It can make me easy and happy my time in Tesco.

      

        To see how Tesco provides the good relationship to its customer, I found some video and CRM information to shows its good service and relationship that Tesco make me enjoy.

The Tactics to cretes customer relationship program

        Money can't buy one of the most important things you need to promote your business relationships. How do customer relationships drive your business? It's all about finding people who believe in your products or services and when it comes to tracking these people down, you have two choices between you can do all the legwork yourself or spend big marketing dollars. But that's like rolling a boulder up a hill. You want to drive your business into new territory, but every step is hard and expensive. There's another less painful and potentially more profitable way.

      Pam Baker provides Six tactics to make your CRM strategy more effective that you can create the program to develop a good relationships with people who don't just understand your particular expertise, product or service, but who are excited and buzzing about what you do. You stay connected with them and give them value, and they'll touch other people who can benefit your business. Powerful relationships don't just happen from one time meetings at networking events you don't need another pocketful of random business cards to clutter your desk. What you need is a plan to make those connections grow and work for you and it's not as hard as you think. 
       
                                  

Build a good relationship with your value customers

         If you work in sales or marketing, you've probably heard CRM, the three-letter acronym tossed around before because CRM or customer relationship management is the principles practices, tactics and guidelines that can help the organization when its interacting with value customers.

         With CRM, you can store customer and prospect contact information, accounts, leads and sales opportunities in one central location, ideally in the cloud so the information is accessible by many, in real time because a few businesses can survive the first interact with a customer if they aren’t well prepared. Therefore business owners should know that as soon as they open their doors to customers, they are subjected to changes in the very fabric of their business.

Source: http://www.investopedia.com/terms/c/customer_relation_management.asp

How Intel creates awareness to their customers ?

         
     Intel Corporation had recently made inroads in marketing their microprocessors to computer manufacturers, but wanted to take things a step further and find a way to market directly to the end user. In doing this, they believed that consumers would become more informed about what distinguished high-quality microprocessors, and hopefully seeing Intel’s products as superior, they would demand computers with Intel hardware. 

      Their advertising agency came up with the slogan  "Intel. The computer inside" which was soon shortened to “Intel Inside” and Intel set up a marketing program in which they offered to share the cost of print ads for computers if their logo appeared in the ad. This can help Intel raise consumer awareness regarding PC microprocessors in general and the Intel brand in particular. 

Source: http://www.intel.com/content/www/us/en/support/processors/000005707.html

Create customer awareness and interest (To be continue)

         
      From stage 1, The key elements in creating customer pull is using solution messaging that connects to customer needs. In Stage 2 of this process or action, it is well understand by technology vendors who has been described effectively by leading marketing consulting firms because there are education phase, solution phase and decision Phase that vendors need to provide messages and materials to assist customers in this process 

       However, before Stage 2, the critical to creating marketing pull can happens because in stage 1,it is about generating customer interest through thought-leadership messaging and activities that create awareness and interest for your offerings. Normally, the small companies are often understand and execute well in this area, but larger companies tend to act like this stage has already occurred for their products even when they enter new markets and products that are quite different from their core product as the following figure. 

Photo from https://climboutofthebox.files.wordpress.com/2015/01/2-stages-of-customer-buying-process.png

Create customer awareness and interest

      

        From the previous post that show how to change visitors to be fan by starting with creates customer awareness since they interest in products or services. In this post, I will shows the way to create awareness in terms of a “hook” target customers to interest in the company or brand as in Hook New Customers because it can addresses the customer question, “Why should I care?”as the figure below. 

        In addition, the hook also creates "Customer Pull” that can results in inbound inquiries and positive word of mouth which the company should be considers for any buying in their categories because the clearly pull has many positive benefits in terms of generating top line revenue and in lowering costs for marketing and sales.