Customer Service Is The New Black

by Nancy Georges on February 22, 2012

A super quick post today, with a longer one to follow!

It is amusing to be seeing the ‘resurance’ of the awareness of the importance of customer service!

People are talking about it like it is a new planet; “The way to build sales and ensure your business’ longevity is to focus on customer service”, “The key to success is serving your customers as they want to be servied”, “This x will transform your business because it will help with customer service”, “Look at the customer as a person”….

I started my working career as a Grace Bros Management Cadet and it was drummed into us that CUSTOMER SERVICE IS THE NUMBER ONE PRIORITY for everyone in the business.  Above all we were to ensure the customer was served and do whatever we had to do to ensure the customer felt important BECAUSE THEY WERE IMPORTANT.  I have carried this focus with me through my working life and it has served me well.

You may have heard of the term Shopper Marketing,we used to call it ‘knowing your customer and tailoring the business to serve your customer’.

‘Multi-Channel’ is also simply being where your customer is – makes sense doesn’t it?

If you have been to a Department Store in the last few years, you will know the reason why non of the cadets in my class still work in Department stores anymore.  It is absolutely beyond my comprehension that they would spend millions on store fitouts yet not put staff on the floor.  Really it is not a case of ‘enough staff’ anymore, it is just staff – where are they? Who is supposed to help us, unlock the security bands to try things on, open the cabinet, help us choose between 2 items, give us product information, look for more stock etc?

I was listening to the radio this week and people were talking about no service in Department Stores; one said she answered the ringing phone out of frustration after waiting for someone to serve her, hoping that it was another staff member; another one said they could not get served at a cosmetic counter on Christmas Eve??!!

Not having any staff on the floor to serve customers is just the beginning of a long list of BAD EXAMPLES OF CUSTOMER SERVICE, they also include:

  • not having a website
  • not engaging customers – on and offline
  • not being aware of the importance of communicating to your customer, online through Social Media & offline
  • not being in stock
  • not being able to order stock and have it delivered quickly
  • not having ‘pick-up in-store’ as a checkout option on your online store
  • not understanding the sales process and language
  • no product training

etc etc

At the last Social Media Women, of which I am co-founder, meeting, guest speaker Kate Carruthers said ‘Sometimes you just have to forget about the technology and just do the marketing’.  How true is that? In this example:

Just focus on the customer and serving them well and use the best tools possible, on and offline!!

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PINTEREST IS THE NEW ONLINE ‘IT GIRL’

by Nancy Georges on February 20, 2012

PinterestFor those of us who have been using Pinterest for a while now, we are not surprised that Pinterest has become the ultimate connecting & sharing tool.  I started using it in May 2011, I try almost everything new, it’s my job, but Pinterest was different from the beginning, I LOVED IT and found it pretty addictive! One click leads to a board which leads to another……

From the start, Pinterest was a god-send for me!  I had been saving images to my computer in folders and taking up a lot of space, on and offline!  Now my pics are available online. & in groups and I can share them.

Pinterest, for those who do not know what it is; is an online bookmarking tool / online pin board.  It is total Eye-Candy; beautiful, delicious, creative Eye-Candy!! Reminds me of when Facebook was new and we all uploaded and shared our pictures – that is what drove us to adopt it easily.

But Pinterest is better!  The minute you start there is a wonderful world that awaits your discovery.   You become a curator of what you see online.  Remember, with great power, comes great responsibility!

Pinterest have created a tool, the ‘Pin It’ Button,  which allows us to do what comes naturally;

  • see a picture we like on the web
  • ‘pin it’ to a board (save it organised in a group / theme)
  • check out our friends’ activity
  • share and like their pictures – on Pinterest and on other social media sites

It also makes these things easier than ever before:

  • find new friends / contacts  / influencers / products / customers / suppliers – based on common interests
  • find new sources
  • ‘follow’ people, businesses and brands we like
  • gain insight into a person’s creativity

I was instantly impressed by the quality of the images and the variety of people on Pinterest.  Over the last month or so, I have noticed a lot of the ‘geeks’ have started boards, so this will add another dimension.  Whether this will be popular with hard-core Pinners will remain to be seen.

Unlike other sites, Pinterest does not manipulate us to do its bidding,  as users we don’t have to do anything that is odd – we are simply flicking through pages of the web and cutting the pics out that we like and pasting them to a board… online!

By simply adding the ‘Pin It’ button to your internet browser toolbar, you can ‘Pin’ almost any picture online to a board of your choice.  Almost you ask? Yes.  You can’t Pin pictures from Facebook and sites who opt out of having their contents pinned.

 

GETTING STARTED

New accounts are still by invitation only from a Pinterest user.  You can request an invite on the site itself or  email me and I will send you one (there are a limited number of invites I can send so be quick).  I did see people requesting an invite on the Pinterest Facebook Page although Pinterest seem to  have turned this off of late.

You can only start a new account via your Facebook or Twitter log-in so get one or both if you don’t have already (I am sure all business owners reading this do right?).  More on linking later!  You can’t have more than one Pinterest account feeding into one Facebook account and one Twitter account.  At the moment, Pinterest only adds to your personal Facebook timeline and not your business page.  Hopefully this changes soon!

You will need to select a Username with less than 15 characters (I hate that!).

Pinterest starts you off with:

  • People to Follow Suggestions
    • First select the topics you like
    • Then it automatically follows people in that category (you can unfollow at this stage or later but they are probably great and I always think it is good to look outside your current reference zones in any case)
    • A few general boards and you can add your own as you go so you aren’t starting in the dark!  Don’t be concerned about the names of the boards before you start Pinning, you will edit and add to these as you start pinning.
    • Easy and clear instructions for adding the ‘Pin It’ button to your bookmark bar

Some suggestions to get you started:

  1. Fill in the Profile information about yourself so that people get a good sense of you, include your website & business name.  Keep in mind that this is not LinkedIn so adapt your profile to the audience.
  2. Put in your Facebook and Twitter details too so that they are linked under your profile as well as to increase followers.
  3. Start pinning before you start following – this will do a couple of things, it:
    1. Won’t colour your activity by what you see your friends doing
    2. Will let you explore ‘under the radar’
  4. Start on the www.pinterest.com  page, you will see this on the top of the boards:
    * Pinners you follow     * Everything     *  Videos     *  Popular     * Gifts
    Click  on each one so you can see all that Pinterest has to offer and orient yourself.
  5. Remember you will be pinning for years to come so be discerning about what you pin,  make sure that your boards are interesting and attractive.
  6. Don’t pin in ‘chunks’ – space out your pinning so that you are ‘woven’ through the feed rather than appearing all at once and then disappearing.
  7. You can add friends through Facebook or email.  Use the search box to find people and brands you like.
  8. You can follow all of their boards or just the ones that resonate so check before you click (this is one of the many things I like about Pinterest).  Don’t follow boards that don’t interest you – it will clutter your screen.
  9. Add the ‘Pin it’ Button to your Bookmark Bar, click here to go to the page and drag it onto your bar, if you didn’t do it at start up
  10. Once you find an image you like in Pinterest, you can:
    1.  ‘Repin’ it onto one of your boards – or Create a Board if you don’t have something suitable already set up (it is an option in the list of boards)
    2. ‘Like’ it – it won’t be attached to a particular board but is placed in the ‘Likes’ section and the Pinner will know their image has been appreciated
    3. ‘Comment’ this will show under the picture but the image will not be pinned to one of you boards
  11. If you find an image online you want to add to a board:
    - Click your ‘Pin It’ Button
    - Select the image you would like to pin – all of the images show on one screen
    - Follow a,b,c above  (10)
  12. You can upload a picture on the website or take one using your phone and the app and Follow a,b,c from point 11.
  13. You can rearrange and edit your boards at any time
  14. Pinterest sends email notifications of new followers and all activity with your pins, so act on this; reply, re-follow, comment

The site has a great ‘Help’ section which is simple and easy to use and follow.  Click here to view.

Here is a snapshot of some of my Pinterest boards, as you can see my interests are diverse:

 Nancy Georges' Pinterest

 Most Pinned Pin Feb 2012To date, this is my most pinned image (left).  Not hard to see why is it? Timeless: Dior in Paris.

This was an image I have loved since I was a youngin; I have bought cards with it on the front, I have clipped it out of Magazines and I have stuck it on my Eye-Candy wall in my office over the years.

It was one of the first images I pinned on Pinterest.  I have since gone and pinned images I have admired and treasured…. Which has been wonderful.  It is like discovering them all over again and sharing them with a new audience.

Before Pinterest, I used Polyvore, to create ‘story boards’ but was more limited to fashion.   It is a little different to Pinterest but was a predecessor, they do enable you to add your own pics but it wasn’t so easy to use.   There have been other Online Pin Boards sprouting up: We Heart It and Wanelo – I find these to be more Gen Y, fashiony & younger, Pinboard – this is not free and labels itself as ‘Social Bookmarking for Introverts’.

Where would a social media site be without its Apps?? Nowhere!   Apps just complete the experience and cater to the mobilisation of the user.  With the Pinterest App, you can upload images to your boards, add the location to the image, follow the activity on the go.

  • Apps for iPhone have been available for at least 6 months but you could not ‘Pin’ until the new ‘Pin’ app was released January 2012 at a cost of 99c.
  • The iPad ‘Pin’ App was released January 2012 and costs 99c.
  • The Android App was released December 2011.  I find the iPhone App limiting but I am sure they are working on it.

FIND ME ON PINTEREST, please click here

 This is the first of 2 articles on Pinterest. The next installment, ‘Pinterest for Business’ will be published shortly.

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New Discovery of Olde Sydney @ Historic Houses Trust

February 16, 2012

The Mint building is so lovely, I realised how important the Historic Houses Trust is, they preserve these valuable parts of our history from exploiters and commercial greed! I found myself in Macquarie Street Sydney yesterday and visited The Sydney Mint Museum & Cafe and The Hyde Park Barracks….and got lost in a time gone [...]

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Pinterest: A Great Tool To Connect & Share With Your Community

February 2, 2012

For those of us who have been using Pinterest for a while now, we are not surprised that Pinterest has become the ultimate connecting & sharing tool. Pinterest, for those who do not know what it is, is an online bookmarking tool / pin board. The technology allows us to do what comes naturally; see [...]

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Social Media Podcast with Nancy Georges & AIEx

January 31, 2012

I really enjoyed my ‘chat’ with Lisa McAuley @ Australian Institute of Export. I am going to producing a lot of great podcasts in 2012. In this podcast we discuss Social Media for business.  LinkedIn, Twitter, Facebook, Myspace: new media channels that are particularly powerful and cost-effective weapons in the battle to reach global audiences, [...]

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Event Cinemas: Ripping Customers Off With Online Booking Fee?

January 31, 2012

Event cinema cheap tix $7.50 pre buy – good deal but WHY THE “Additional $1.10 per ticket booking fee applies when redeeming online”? That is ridiculous!! They have removed the ticket counters at the cinema with machines and actively encourage customers to order online – it’s quick and easy.  The system is in place whether [...]

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Website Access Fail: Freedom Furniture

December 14, 2011

Freedom Furniture I don’t want to give you my postcode, I just want to browse your site!! This is what I got when I clicked on the Freedom site & I couldn’t click out of it.  A lot of American stores have this landing page too but you can just click out of it without [...]

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MyBiz & Pet Expo 2011

October 5, 2011

A huge week for expos this week!!  I’ll be speaking at both of them so come and say hi!! Invest in your Business Owner Skills and Knowledge! Thursday 6 & Friday 7 October Australia Technology Park, Eveliegh 10.00 am – 5.00 pm 2.00 pm : Consumer Behaviour & Its Impact on Retail 4.00 pm : [...]

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Article in My Business: “Dear Retailers, It’s Not Me, It’s You”

September 30, 2011

This is a little bit of tough love: Dear Retailers, It’s Not Me, It’s You!  I constantly hear retailers blaming the customer for their situation, so I thought I would write them a Dear John Letter: If Australian customers were to write Australian retailers a ‘Dear John’ letter as to why they have left them [...]

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GASP… big mistake….huge!!

September 29, 2011

After being out all day, I got back to my computer and found the world was talking about an email that was sent to fashion store GASP and their atrociously inappropriate reply. My Daily Paper feed had picked up the story via @LouPardi A friend has forwarded the actual email to me as she knew [...]

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