Posts by jennykok
Great Customer Service Costs Almost Nothing
As consumers, we always complain when the customer service is bad. We blog, tweet, Facebook or tell our friends about it, sometimes all of the above. More often than not, when we received great customer service, we were happy and we said “Thank you, I’m very happy with your service” and if applicable, left a tip. We probably tell some friends about it, but less frequent than complaints, we blog, tweet or Facebook about it. As a result, we leave a virtual footprint of more complaints than praises. Why is that? Maybe it’s human nature, maybe psychologically we are wired to stick to negative feelings more strongly or maybe the experience was so...
Read MoreThe Story of Our Video
Videos are fun to watch and they’re an essential part of any good online business. Video production usually takes talents of different areas and an agency to coordinate the entire production. That requires a lot of time and a high budget, so we decided to take a different approach to make a simple video. We wanted a challenge of making a video with the least resources possible by utilizing our brains and available tools. The below entails the entire resource pool we used to make this video clip: Production tools: Photoshop, iMovie, iPhone and Macbook. Time: Two days for script writing and three days for production. Talents: 3 = one director/scriptwriter/producer,...
Read MoreLaunch of Coconect 2.0!
High-tea with coconuts! We had a fabulous cosy celebration last Saturday 28th May 2011 with good organic (huh??) food, good wine, very good people & lots of coconuts! After months of growing additional arms, and implanted 2 brains in one head, with loads of love, sweat, and I forgot whether there were tears… The new Coconect.com with revamped system (and erm, pretty much revamped everything) was unveiled. Ta-da! And what better way to mark the occassion than with good grub & good people. The missing chipmunk- Jenny in Holland. Thank you to each & everyone of you who supported us in every way. Onwards! To more love, fun & putting the :) back in...
Read MoreMeet Their Needs – The 5 critical needs of your customers
August 4, 2010 | Edited by Ken Beaulieu Permalink: http://www.stepbystepmarketing.com/?p=7113 When it comes to growing your business, it’s important to think about your customers’ needs beyond selling them your product or service. How you sell to them is as important as what you sell to them. If you think of your customers’ basic needs, and use that knowledge when selling to them, you can make yourself invaluable to them a key to the customer relationship-building process. Here are five needs that all customers share: To be heard and understood. This is just human nature. When customers, who are spending money on you, feel you no longer understand why...
Read More‘Customer-centric’ does not mean paint bull’s-eyes on their foreheads
by timwtyler. Permalink: http://ow.ly/1SN1s We seem to read a lot of Forrester. I guess they have a focus on the sort of direct marketing / social media mash-up our customers are struggling to implement. Anyway, the latest paper was a little closer to our roots; “Defining an Enterprisewide Customer Contact Strategy” from October 22 last year by Dave Frankland. The (mandatory) list, the “5 Building Blocks for an Enterprisewide Contact Strategy” seems to get it right; 1. Customer-centric marketing culture 2. Business process collaboration 3. Technology as key enabler 4. Analytics and segmentation drive the strategy 5. Consistent measurement framework ties it all...
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