tag:blogger.com,1999:blog-70276485885215055402024-02-07T05:58:05.799-08:00Customer Experience FreakWhat does it mean to be valued?Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.comBlogger16125tag:blogger.com,1999:blog-7027648588521505540.post-76961564491030184842009-11-13T23:08:00.001-08:002009-11-13T23:09:57.755-08:00Join me on PosterousThanks for reading my Customer Experience Freak blog posts. I've moved my blogging efforts to Posterous, and you can <a href="http://marieyoung.posterous.com/">join me there</a>.<br /><br />You can also <a href="http://twitter.com/flyinglens">follow me on Twitter</a> to find out more about what gets me going in the areas of customer experience, social media and the changing face of business.Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com22tag:blogger.com,1999:blog-7027648588521505540.post-44127404598484736392009-02-21T19:51:00.000-08:002009-02-22T00:21:27.375-08:00How much is your customer worth?<a onblur="try {parent.deselectBloggerImageGracefully();} catch(e) {}" href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjgWq0rkMGzFxWgVaxiIdH8oSKTCqS2H4UgIb7uB-oLe6zWONftj_ufyNUXOSDmLKdFceLkrpG5bfy2neWo2OAbtbxbjnoa6wBUV92SNXhsD5WHX7u063WQ67Qa_cItDvBaKcAr6KLI7OdF/s1600-h/89581269_41caa688b7_m.jpg"><img style="margin: 0pt 10px 10px 0pt; float: left; cursor: pointer; width: 160px; height: 240px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjgWq0rkMGzFxWgVaxiIdH8oSKTCqS2H4UgIb7uB-oLe6zWONftj_ufyNUXOSDmLKdFceLkrpG5bfy2neWo2OAbtbxbjnoa6wBUV92SNXhsD5WHX7u063WQ67Qa_cItDvBaKcAr6KLI7OdF/s400/89581269_41caa688b7_m.jpg" alt="" id="BLOGGER_PHOTO_ID_5305479332521933490" border="0" /></a>I've been fortunate to work on a contract onsite for the last couple of months and it's been one of the best things that has happened to me.<br /><br />I came back to <a href="http://ijump.co.nz/">iJump</a> with a renewed reality of what customers mean to me. When you're running your own business it's easy to lose track of what's really important.<br /><br />Some key lessons I learnt on my assignment<br /><ul><li>Providing excellent customer service is a <span style="font-style: italic;">skill</span><br /></li><li>It's a <span style="font-style: italic;">deliberate</span> act</li><li>It involves <span style="font-style: italic;">visualising </span>what your customer may encounter when they try and purchase from you<br /></li><li>Design a detailed roadmap of concerns and offer solutions</li><li>Anticipate delays</li><li>Look at the entire experience of your brand from a customers external experience from day one</li></ul>Focus on the small details, it's the small things that can make a difference and set you apart from your competitors. Don't be afraid to go the extra mile.<br /><br /><em></em> Great <em>things</em> are not done by impulse, but by a series of <em>small things</em> brought together. <b>..</b><br />Vincent Van Gogh<br /><br />Thanks to <a href="http://www.flickr.com/photos/zizzy/89581269/">zizzybaaloolah</a> for the photoMarie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com15tag:blogger.com,1999:blog-7027648588521505540.post-35277746239481287892008-11-17T22:00:00.000-08:002008-11-18T00:20:36.223-08:00Motrin offends MothersWith the US Presidential election over, painkiller medication <a href="http://www.motrin.com/index.jhtml">Motrin</a> made some waves on <a href="http://twitter.com/home">twitter</a> this week. I've never heard of Motrin until now.<br /><br />This is the ad that sparked the controversy from mothers on twitter, friendfeed, blogosphere and Youtube. Eventually it made it into mainstream media. The Mothers who took offense thought the ad was condescending and thought that wearing a sling wasn't a "fashion statement".<br /><br /><object height="344" width="425"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/BmykFKjNpdY&hl=en&fs=1" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" height="344" width="425"></embed></object><br /><br /><br />Responses to the Ad:<br /><br /><object height="344" width="425"><param name="movie" value="http://www.youtube.com/v/LhR-y1N6R8Q&hl=en&fs=1"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/LhR-y1N6R8Q&hl=en&fs=1" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" height="344" width="425"></embed></object><br /><br /><br />I'm not a mother so I didn't find it offensive but there were some interesting conversations that took place very quickly on <a href="http://search.twitter.com/search?q=%23motrinmoms">twitter</a>. Whether you agree or not, the conversation is taking place online.<br /><br /><span style="font-weight: bold;">Lessons:</span><br /><br /><span style="font-style: italic;">Test</span> the waters before you release such a campaign, Motrin says "We Feel Your Pain" You can only feel someone's pain when you really understand their world. Take the time to learn about your audience. Spend time with them. Show them what your campaign team is thinking of doing. You'll be surprised what they'd come up with.<br /><br />Motrin have now removed the ad and apologised. I believe this is still a fantastic opportunity for Motrin to <span style="font-weight: bold;">listen</span> and respond to all if necessary. Plan another campaign, but this time include some of the people who have voiced their opinion. Imagine how that would go. One thing is for sure - we've heard of Motrin now!Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com58tag:blogger.com,1999:blog-7027648588521505540.post-82883892982758460942008-11-15T18:30:00.000-08:002008-11-15T20:12:07.883-08:00Obama addresses the American people each week why can't CEOs of companies do the same?Obama's first weekly youtube chat clearly marks a new era of 21st century American Presidency from the Whitehouse. He's staying true to what he promised and that is connecting with his people at the grassroot level.<br /><br /><br /><object width="425" height="344"><param name="movie" value="http://www.youtube.com/v/Zd8f9Zqap6U&color1=0xb1b1b1&color2=0xcfcfcf&hl=en&fs=1"></param><param name="allowFullScreen" value="true"></param><embed src="http://www.youtube.com/v/Zd8f9Zqap6U&color1=0xb1b1b1&color2=0xcfcfcf&hl=en&fs=1" type="application/x-shockwave-flash" allowfullscreen="true" width="425" height="344"></embed></object><br /><br /><br />I hear a lot about transparency and authenticity in my <a href="http://ijump.co.nz/">social media business travels,</a> but deep down companies are still nervous about putting themselves out there in fear of what people may say about them. <br /><br /><a href="http://mashable.com/2008/07/23/corporate-social-media/">Brands embracing social media</a> have a headstart compared to those that are still deciding or may never join.<br /><br />I believe transparency is one of the most important competitive advantages a Company can have for attracting customers or employees. <br /><br />What do you think?Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com14tag:blogger.com,1999:blog-7027648588521505540.post-65316332367904531842008-11-13T21:41:00.000-08:002008-11-13T21:42:39.848-08:00New Zealand Insurance Roadside Assistance<object width="425" height="350"> <param name="movie" value="http://www.youtube.com/v/7MzzhTjVTJI"> </param> <embed src="http://www.youtube.com/v/7MzzhTjVTJI" type="application/x-shockwave-flash" width="425" height="350"> </embed> </object>Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com0tag:blogger.com,1999:blog-7027648588521505540.post-42438987719574482852008-10-30T21:47:00.000-07:002008-10-30T22:32:32.285-07:00When was the last time you experienced AMAZING service?<object width="425" height="344"><param name="movie" value="http://www.youtube.com/v/zqpsx96NhRI&hl=en&fs=1"></param><param name="allowFullScreen" value="true"></param><param name="allowscriptaccess" value="always"></param><embed src="http://www.youtube.com/v/zqpsx96NhRI&hl=en&fs=1" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="425" height="344"></embed></object>Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com82tag:blogger.com,1999:blog-7027648588521505540.post-25530472755666777442008-09-10T02:23:00.001-07:002008-09-10T02:25:23.353-07:00First Vlog<object width="425" height="350"> <param name="movie" value="http://www.youtube.com/v/q34WesitC4E"> <embed src="http://www.youtube.com/v/q34WesitC4E" type="application/x-shockwave-flash" width="425" height="350"></embed> </object>Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com3tag:blogger.com,1999:blog-7027648588521505540.post-45732719680531702342008-07-29T21:33:00.000-07:002008-07-29T21:38:38.459-07:00I wanted to share with you where I'm going to be the next couple of weeks. We've met some amazing people in Christchurch and great news we're going back next week. Hope you're all well and I look forward to sharing my next post with you next time.<br /><br />A summary:<br /><br /><ul><li><strong>Monday, August 4th</strong>, 7:30am - 9:30am, at <a href="http://lowndesassociates.co.nz/" target="_blank">Lowndes Associates</a>‘ <a href="http://business-intelligence.co.nz/2008Workshops.html#w1" target="_blank">Business Intelligence Workshop</a>, at the <a href="http://maps.google.com/maps?f=q&hl=en&geocode=&q=Stamford+Plaza+Auckland&ie=UTF8&ll=-36.843242,174.765272&spn=0.007212,0.015042&z=16&iwloc=A" target="_blank">Stamford Plaza</a> in Albert Street, Auckland. Subject is “Online Strategies for Non-Online Businesses” Bookings <a href="http://business-intelligence.co.nz/2008Workshops.html#w1" target="_blank">here</a>.</li><li><strong>Thursday, August 7th</strong>, 12pm-2pm, at the <a href="http://www.marketing.org.nz/" target="_blank">Marketing Association</a>’s Southern Luncheon at the <a href="http://maps.google.com/maps?f=q&hl=en&geocode=&q=Hotel+Grand+Chancellor+Christchurch&ie=UTF8&ll=-43.53122,172.638967&spn=0.006534,0.015042&z=16&iwloc=A" target="_blank">Hotel Grand Chancellor</a>, 161 Cashel Street, Christchurch. Subject: Making Sense of Social Media. Bookings <a href="http://www.marketing.org.nz/cms/Events_and_Training/4516" target="_blank">here</a>.</li><li><strong>Wednesday, August 13th</strong>, 2:30-3pm as part of the day-long <a href="http://digitalfuturenow.co.nz/" target="_blank">Digital Future Now</a> summit, at the <a href="http://maps.google.com/maps?f=q&hl=en&geocode=&q=SkyCity+Convention+Centre+Auckland&ie=UTF8&ll=-36.846796,174.763963&spn=0.007212,0.015042&z=16&iwloc=B" target="_blank">SkyCity Convention Centre</a> in Auckland. I’ll be on a panel with <a href="http://mcgovernonline.blogspot.com/" target="_blank">Paul Reynolds</a> and <a href="http://www.bulletpoints.co.nz/author/nicholas-oflaherty/" target="_blank">Nicholas O’Flaherty</a> discussing how social media can help business. Bookings <a href="http://digitalfuturenow.co.nz/" target="_blank">here</a>.</li><li><strong>Monday, September 15th</strong>, 4:15-5pm as part of the day-long 6th <a href="http://www.conferenz.co.nz/6th-annual-media-relations-conference-2.html" target="_blank">Annual Media Relations Conference</a> at the <a href="http://maps.google.com/maps?f=q&hl=en&geocode=&q=Wellington+Convention+Centre&ie=UTF8&ll=-41.286191,174.777932&spn=0.013544,0.030084&z=15&iwloc=A" target="_blank">Wellington Town Hall</a>. I’m chairing a “champagne roundtable” (hic!) on exploring the potential of social media. Bookings <a href="http://www.conferenz.co.nz/6th-annual-media-relations-conference-2.html" target="_blank">here</a>.</li><li><strong>Tuesday, September 16th</strong>, 1:30pm-5pm in a workshop entitled Blogs: Friend or Foe? Also at the <a href="http://maps.google.com/maps?f=q&hl=en&geocode=&q=Wellington+Convention+Centre&ie=UTF8&ll=-41.286191,174.777932&spn=0.013544,0.030084&z=15&iwloc=A" target="_blank">Wellington Town Hall</a>. Bookings <a href="http://www.conferenz.co.nz/6th-annual-media-relations-conference-2.html" target="_blank">here</a>.</li></ul> And if you can’t make it to any of these, we’ll still be producing the weekly <a href="http://ijump.co.nz/jump-in-video-podcast/" target="_blank">Jump In video podcast</a>, and appearing from time to time on Radio NZ National’s <a href="http://www.radionz.co.nz/search?mode=results&queries_all_query=Virtual+World" target="_blank">Virtual World</a> segment with <a href="http://www.radionz.co.nz/national/programmes/afternoons" target="_blank">Jim Mora</a>.Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com0tag:blogger.com,1999:blog-7027648588521505540.post-45912942755914368602008-07-19T21:57:00.000-07:002008-07-20T00:35:08.544-07:00Web 2.O Customers<a onblur="try {parent.deselectBloggerImageGracefully();} catch(e) {}" href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiUSQJytPNRAhFuH0crc2Qfjadeeq0QHPDfApctdgXR8pxKlxfggQcjQUKsrjzb1yR2EPrOxZNXvqOFOpTxZ1vAvaD8wMHfDtkbJBuM4TyOETCUT6QfUy7AdXLytPsrRqqeqzrHltePkEY7/s1600-h/Ecosystem.jpg"><img style="margin: 0pt 0pt 10px 10px; float: right; cursor: pointer;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiUSQJytPNRAhFuH0crc2Qfjadeeq0QHPDfApctdgXR8pxKlxfggQcjQUKsrjzb1yR2EPrOxZNXvqOFOpTxZ1vAvaD8wMHfDtkbJBuM4TyOETCUT6QfUy7AdXLytPsrRqqeqzrHltePkEY7/s200/Ecosystem.jpg" alt="" id="BLOGGER_PHOTO_ID_5224972191196855586" border="0" /></a><span style="font-size:85%;"><span style="font-family:georgia;">How do I stay in contact with my customers? How do I provide a platform that's easy for them to communicate with me?<br /><br /></span><span style="font-family:georgia;">These are some popular questions I come across in my travels when speaking to clients. Why are these important questions? It's because there's so many online communities customers identify with now. There are over 350 social media sites and growing. And they're attracting people because it's appealing to their interests. It may be <a href="http://www.americasbookshelf.com/">books</a>, <a href="http://www.mycatspace.com/">pets</a>, <a href="http://www.motortopia.com/main/cars">cars</a>, <a href="http://www.girlsense.com/premium/">clothes</a>, <a href="http://www.greenvoice.com/">environment</a>, <a href="http://asoboo.com/">cultural art</a>, <a href="http://www.linkedin.com/myprofile?trk=hb_upphoto&goback=%2Ehom">business</a> and the lists goes on.<br /><br />Regardless of what industry you're in, you need to be asking yourself these questions and I'm sure the answers have changed since you last checked.<br /><br /><span style="font-weight: bold;">My question to you</span>: Does your static website draw customers to your brand?<br /><br />If the answer is No, then you may need to consider experimenting with some social media tools to leverage your current marketing strategy.<br /><br />I've included a diagram that we use in our presentation which is one of many ways you can get your message out there and how you can strategically tie it back to your website if you have a <a href="http://en.wikipedia.org/wiki/Web_1.0">web 1.0</a> website.<br /><br />Where do you start? You can start by having a <a href="http://en.wikipedia.org/wiki/Blog">blog</a>, which is just what you're reading.<br /><br /><br /><br /><br /><br /><br /><br /><br /><br /><br /><br /><br /><br /></span></span>Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com38tag:blogger.com,1999:blog-7027648588521505540.post-15387882572421327612008-07-08T15:46:00.000-07:002008-07-08T18:19:01.317-07:00Mitre 10 Mega<a onblur="try {parent.deselectBloggerImageGracefully();} catch(e) {}" href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgydl-wQJc-zX38ppx71dt-VLmDV1lJ0OvWYA1mPVgpZerM5to62SKiILQyyY16_aaSrji83lA-G7RnRIOgjGSegKxI18ss7tnc4YkVyFPW7ztqe2lhS-Z0-EYyeaanGy8Vg7WpzdnCV57J/s1600-h/heart.JPG"><img style="margin: 0pt 0pt 10px 10px; float: right; cursor: pointer;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgydl-wQJc-zX38ppx71dt-VLmDV1lJ0OvWYA1mPVgpZerM5to62SKiILQyyY16_aaSrji83lA-G7RnRIOgjGSegKxI18ss7tnc4YkVyFPW7ztqe2lhS-Z0-EYyeaanGy8Vg7WpzdnCV57J/s200/heart.JPG" alt="" id="BLOGGER_PHOTO_ID_5220803171367675186" border="0" /></a>Have you ever been in a store half an hour before closing time and you feel hurried along?<br /><br />I was looking for a solution to repair scratches on our wooden floors. I knew a big store like Mitre 10 Mega would be the place to go.<br /><br />In a matter of minutes a friendly staff asked if I needed help. I explained what I was looking for he said he wasn't the expert the guy who was has gone home.<br /><br />In a few minutes the staff member said it didn't look like they had anything. I perservered, after all I've traveled a fair way to get here. I found what I was looking for. I saw the staff member on the way to the checkout and told him I found the tube, he wanted to know where so I took him to the aisle.<br /><br />When I got to the checkout I noticed the packaging was falling apart so I asked if I could exchange it with another one. The response was..."hurry we're closing in 5 minutes".<br /><br /><span style="font-weight: bold;font-family:verdana;" >Some ideas:</span><br /><ul><li>I say this quite a lot and will always say it, <span style="font-style: italic;">training</span> and <span style="font-style: italic;">company culture</span> has everything to do with how your staff delivers great customer service everytime!<br /></li></ul>Involving the Floor Manager to remind staff members about the importance of delivering great customer service everytime is <span style="font-style: italic;">crucial</span>. Remind your people every morning how much you <span style="font-style: italic;">value</span> them before the doors open (this takes 5 minutes). It's a great excuse to rally together and speak to each other before the day starts. You'd be surprised how much <span style="font-style: italic;">fuel</span> this adds to your team.<br /><br />Besides, you've paid thousands of dollars to bring the customers through your doors so don't forget to major on the customers. You'd be amazed how a smile and a polite team can increase your sales<br /><ul><li>Sorry it's not my department I don't know if I can help you</li></ul>Help the customer anyway (the customer doesn't need to know the internal story I just need someone who can help me) If you don't know, ask someone who can! Tell the customer what you can do not what you can't!<br /><ul><li>Hurry we close in 5 minutes<br /></li></ul>I don't need to say anymore please don't say this, let your customer exchange the goods and wait for them.<br /><br />That's me for this week. Whatever your industry go out there and makes your customers day!<br /><br />I hope I catch you delivery great service if I don't, we'll share some ideas on how to improve them. Let's make the world of customer service a great one!<br /><br />Photo courtesy<a href="http://www.flickr.com/photos/smil/"> snil</a>Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com4tag:blogger.com,1999:blog-7027648588521505540.post-2885279321445729792008-06-19T19:18:00.001-07:002008-06-20T04:56:36.725-07:00McDonald quick to upsize but....<a onblur="try {parent.deselectBloggerImageGracefully();} catch(e) {}" href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgVqPo7h0ckXJd5Kyn4MZ3pFkaOJ7_Z9aGOIkPrBoHlQuaKWq5EPpRiyzptui73voLzp4aYGdkt0XqDlPuirAOCDtghx6uP8Xmdvllc3AYGRDheVi56qvn4fewlAVvqbTkJdDJrvqYgQkBF/s1600-h/755241133_b56e81b8a6_o.JPG"><img style="margin: 0pt 10px 10px 0pt; float: left; cursor: pointer; width: 215px; height: 210px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgVqPo7h0ckXJd5Kyn4MZ3pFkaOJ7_Z9aGOIkPrBoHlQuaKWq5EPpRiyzptui73voLzp4aYGdkt0XqDlPuirAOCDtghx6uP8Xmdvllc3AYGRDheVi56qvn4fewlAVvqbTkJdDJrvqYgQkBF/s200/755241133_b56e81b8a6_o.JPG" alt="" id="BLOGGER_PHOTO_ID_5213798457755741906" border="0" /></a><span style="font-family:trebuchet ms;"><br /><br /><br />I went to order breakfast this morning at <a href="http://www.mcdonalds.co.nz/nutrition/">McDonalds</a>. And I asked if I could have everything on a breakfast combo except the sausages. I don't eat sausages I wanted cereal instead and I mentioned that I'll pay the difference. The girl behind the counter spoke to her manager about it. And she said no we can't do that but I could choose what hot drink I wanted.</span><br /><br /><span style="color: rgb(0, 153, 0);font-family:trebuchet ms;font-size:100%;" ><span style="font-weight: bold;"><br />What McDonalds do very well</span></span> <ul style="font-family: trebuchet ms;"><li>McDonalds talks about nutrition, they promote lite choices on their menus which is fantastic!<br /></li><li>They talk about catering to "individual tastes and dietary needs" on their website</li><li>They talk about constantly reviewing their food</li><li>Excellent, so far so good<br /></li></ul><span style="font-weight: bold; color: rgb(0, 102, 0);font-family:trebuchet ms;font-size:100%;" >Wouldn't it be great if</span><span style="color: rgb(0, 102, 0);font-family:trebuchet ms;font-size:100%;" >....</span> <ul style="font-family:trebuchet ms;"><li>They followed through on what the say<br /></li><li>They understood what the definition of the word "individual" means</li><li>They followed through and actually cater to customers dietary needs</li></ul><span style="font-weight: bold; color: rgb(0, 102, 0);font-family:trebuchet ms;font-size:100%;" >Suggestions.</span><span style="color: rgb(0, 102, 0);font-family:trebuchet ms;font-size:100%;" >...</span> <ul face="trebuchet ms"><li>Train your <span style="font-style: italic;">frontline people including your Managers</span> to provide customer service that supports your external brand and marketing messages. (You don't want to be a bucket with thousands of little holes)</li><li>Give your staff empowerment to think outside the square sometimes<br /></li><li>Your <span style="font-style: italic;">frontline people</span> can make or break your business whether you're a giant like McDonalds or Mr B selling fish & chips down the road</li><li>Everyone in your company should be <span style="color: rgb(0, 153, 0);">singing from the same page</span> if they don't it's a bad song and no one sticks around</li><li>Do not underestimate customer service<br /></li><li>You spend so much time and money working on the visuals, words, the creative brief, the ads, the website. So think delivery<br /></li><li>McDonalds has a nice website, nice pictures, nice words but they forget how the customer should be treated when they walk through your doors</li><li>Providing excellent customer service builds a lasting customer brand experience and it's the cherrie on that beautiful cake you took so long to bake<br /></li></ul><span style="font-family:trebuchet ms;">I'd be interested to hear your feedback or thoughts. Is McDonald in this space? This is another reason why brands should have an online presence because this is where the conversation is happening.<br /><br />Photo credit: <a href="http://www.flickr.com/photos/max_sang/">Dr Max<br /></a></span><br />Have you experienced bad or good customer service? I'd love to hear from you.Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com3tag:blogger.com,1999:blog-7027648588521505540.post-91212721649879041852008-06-17T05:18:00.001-07:002008-06-17T06:26:01.290-07:00You deserve what you get.....<a onblur="try {parent.deselectBloggerImageGracefully();} catch(e) {}" href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhtWgxxRykL8pCFOsUJtFBcxKcQMscPqvepth1BY2Wp3TVj8oVhfOHkLqv2bxzLKlAMbUjQX1MbliYqbU2byN3zW4C6JGwsJMD-7XD6JfTbba1wtPs23AeKpM4X8EMHQYMpdw7wkGS7iTxG/s1600-h/374077005_5c0e4a240a_m.JPG"><img style="margin: 0pt 0pt 10px 10px; float: right; cursor: pointer;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhtWgxxRykL8pCFOsUJtFBcxKcQMscPqvepth1BY2Wp3TVj8oVhfOHkLqv2bxzLKlAMbUjQX1MbliYqbU2byN3zW4C6JGwsJMD-7XD6JfTbba1wtPs23AeKpM4X8EMHQYMpdw7wkGS7iTxG/s320/374077005_5c0e4a240a_m.JPG" alt="" id="BLOGGER_PHOTO_ID_5212837571745796530" border="0" /></a><br /><span style="font-family:trebuchet ms;">A friend made a tasty Korean stir fry for us tonight. And as we enjoyed the meal and discussed all sorts of issues about business we just couldn't escape talking about the good and bad customer service/relationships we've experienced lately.<br /><br /></span><span style="font-family:trebuchet ms;">I don't know whether this subject follows me or I it but I can't seem to get away from it. That's why I'm excited to be here!<br /><br /></span><span style="font-family:trebuchet ms;">The companies that we discussed ranged from small to medium businesses and large firms. What amazed me the most were the stories (positive and negative) we easily recited as if they happened seconds before we met.<br /><br /></span><span style="font-style: italic;font-family:trebuchet ms;" >Conclusion before I go to bed</span><span style="font-family:trebuchet ms;">: You may think that when you provide crappy service we've forgotten about it, tonight proved we had memories like elephants.<br /><br /><span style="font-style: italic;">Better to spend energy and creative thinking on making a positive impression than a wrong one <span style="font-size:85%;"><a href="http://www.linkedin.com/myprofile?trk=hb_upphoto&goback=%2Ehom">Marie Young<br /></a></span><br />Photo courtesy of <a href="http://www.flickr.com/photos/witemike1015/">MReece</a><br /></span></span>Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com2tag:blogger.com,1999:blog-7027648588521505540.post-81397490535443942492007-11-05T03:02:00.000-08:002007-11-05T03:39:56.889-08:00RedirectedI got carried away with setting up all sorts of blogs, I've decided to blog directly from the <strong><a href="http://ijump.co.nz/ijump-blog/">iJump</a></strong> website.<br /><br />Have a great week!Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com40tag:blogger.com,1999:blog-7027648588521505540.post-60289234334952851502007-10-03T20:26:00.000-07:002007-10-03T21:34:39.600-07:00Left behind<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjoLaPEVKVrnhODn1rLtMGmKUA0HsycOh0NMzUVYs2N5YiZL9t22Kqo2gY_JXxYE5opK2axt6dOO7gq3BZiP_SYyqt0ZhmP3Z4toEqBrbdPF01oCAjkUuoIZhToBZt1c0lcVIrTpBuMH8c2/s1600-h/gtd.jpg"><img id="BLOGGER_PHOTO_ID_5117335030609609442" style="FLOAT: right; MARGIN: 0px 0px 10px 10px; CURSOR: hand" alt="" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjoLaPEVKVrnhODn1rLtMGmKUA0HsycOh0NMzUVYs2N5YiZL9t22Kqo2gY_JXxYE5opK2axt6dOO7gq3BZiP_SYyqt0ZhmP3Z4toEqBrbdPF01oCAjkUuoIZhToBZt1c0lcVIrTpBuMH8c2/s320/gtd.jpg" border="0" /></a><br /><div>Getting things done by David Allen.<br /><br />Do you ever get overwhelmed by your To Do List before the day actually arrives?<br />Or am I the only one?<br /><br />As I read this book I can't help but feel it's highlighting all my current to do tasks and outstanding projects (oops) in big red capital letters. It's making me feel anxious and sort of guilty like a kid being found out.<br /><br />But what's really happening is that I am being confronted with the reality of what I can potentially accomplish today or not. I know when I truly focus on something the possibilities are HUGE. I know we've heard this before.<br /><br />In the last 24 hours I have created my avatar on Second Life, replied to a lot of business people around the world through Ecademy (so excited about it! but it's been on my one day to do list for a while) and do my day to day tasks.<br /><br />Where do I find the time? This book will show you how to tackle these things below. Like anything in life we've got to apply effort (sorry :( no magic potion but stick at it and I'm sure you'll notice your unleashed creative potential for an uncluttered mind).<br /><br />1.Do it now<br />2.Delegate it<br />3.Defer it<br />4 Reassess goals and stay focused in changing situations<br />5.Plan and unstick projects<br />6.Overcome feelings of confusion, anxiety and being overwhelmed<br />7. Feel fine about what you're not doing<br /><br />You become what you think! </div>Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com2tag:blogger.com,1999:blog-7027648588521505540.post-64111239651075483942007-10-02T00:40:00.000-07:002007-10-02T01:14:33.353-07:00EcademyWhen was the last time you wanted to work on your business or take time out to do a "vital" to do? I'm going to boast because I did it today! <br /><br />I decided to work from home, tune out completely and sign up to a very cool global business network website <a href="http://www.ecademy.com">Ecademy</a>.<br /><br />I'm passionate and curious about social networking and how it's evolving and transforming the way we communicate and do business online. As I was setting up my profile on Ecademy, <a href="http://www.ecademy.com/account.php?id=111722">Mustapha Amnay Bouga</a> from Casablanca read my profile along with 2 other people. I sent a message to say Hi. A bit later we exchanged skype address, we found out about each other's businesses and he introduced me to another kiwi business owner here in Auckland. Crazy? Apparently Normal!<br /><br />They say there's 6 degrees of separation between us and other people. Is it less online do you think? This website has the potential to connect your business to other like minded business people. I joined today for the first time. Great feeling!<br /><br />If you invest the time I totally and absolutely recommend it. It's free and it's global. Why wouldn't you?<br /><br />Do me a favour. If you sign up, drop me a line and I'll make sure to say Hi.<br />Visit <a href="http://www.ecademy.com">ecademy</a>Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com0tag:blogger.com,1999:blog-7027648588521505540.post-26675938491844330502007-10-01T00:21:00.000-07:002007-10-01T02:36:55.272-07:00Human touch<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgni76eLPRims0pGrA2TDZpg074KCf1PxrMMp4Rj2zvSBA2QwEt3URgi_JLSVr4JB_DHUCikXpl8ETT3SDlKq4yVJuFpGTUBiI4Yc5Dspzo-H5yFq19CifxjzarSk_sAVqq9PRRPEFsw0rM/s1600-h/Booklovers.JPG"><img id="BLOGGER_PHOTO_ID_5116280294015894210" style="FLOAT: left; MARGIN: 0px 10px 10px 0px; CURSOR: hand" alt="" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgni76eLPRims0pGrA2TDZpg074KCf1PxrMMp4Rj2zvSBA2QwEt3URgi_JLSVr4JB_DHUCikXpl8ETT3SDlKq4yVJuFpGTUBiI4Yc5Dspzo-H5yFq19CifxjzarSk_sAVqq9PRRPEFsw0rM/s320/Booklovers.JPG" border="0" /></a><br /><div><span style="font-family:verdana;">We were at the Media Relations conference held by <a href="http://www.conferenz.co.nz/">Conferenz</a> last week. They kindly put us up for the night at the Duxton Hotel. The next day we decided to check out and try the <a href="http://www.booklovers.co.nz/">Booklovers </a>bed and breakfast in Mt Victoria because we love books.</span></div><div> </div><div><span style="font-family:verdana;">We arrived fuming at the taxi driver for almost driving us to Haitaitai instead of Mt Victoria despite desperate efforts to spell the street name 3 times, repeating the street address etc (? go figure). We were cold, tired and it was getting late we just wanted to get warm. </span></div><div><span style="font-family:verdana;"></span></div><br /><div><span style="font-family:verdana;">Once we opened the door, we were greeted by this sanctuary. I instantly knew we made the right decision; the taxi experience was already a distant memory. </span></div><div><span style="font-family:verdana;"></span> </div><div><span style="font-family:verdana;">Jane Tolerton (owner, author, journalist, talented lady) has thought of everything down to the little details: home made chocolate chip cookies in jars placed along the hallways (which i loved and needed at the time) extra tubs of milk, assorted teas and coffee were available in and outside the rooms. It was just wonderful.</span></div><div></div><br /><div><span style="font-family:Verdana;">In the morning Jane had the table set out so nicely for a choice of a cooked breakfast, continental breakfast, muffins... you name we had it. </span></div><div><span style="font-family:Verdana;"></span> </div><div><span style="font-family:Verdana;">Everywhere you looked was yesteryear in the best possible way. Over the 2 days we met the other guests. We exchanged stories, took photos, they even dropped Simon and I off in town for our morning appointment. Jane could write a book about the interesting people she's had breakfast with. You never know who you'll be talking to.</span></div><div><span style="font-family:Verdana;"></span></div><br /><div><span style="font-family:Verdana;">I can go on and on and you obviously can tell that I really enjoyed staying at the Booklovers b&b. I was telling everyone I came across in Wellington that if you love books then you've got to sample the warm and generous hospitality Jane offers.</span></div><div><span style="font-family:Verdana;"></span></div><br /><div><span style="font-family:Verdana;">What a difference! The Duxton Hotel and Jane's booklovers bed and breakfast. </span></div><div><span style="font-family:Verdana;"></span> </div><div><span style="font-family:Verdana;">Why do you think I'm raving about booklovers instead of the Duxton? If you've noticed, I haven't said anything negative about the Duxton hotel. But I believe the booklovers had the "the human touch!".</span></div><div><span style="font-family:Verdana;"></span></div><br /><div><span style="font-family:Verdana;">At the end of our stay we exchanged business cards, took photos of each other and I ended up borrowing a wonderful book called <a href="http://www.amazon.com/Lifes-Pitch-Roger-Mavity/dp/0593056434/ref=pd_bbs_sr_1/102-3425532-1608965?ie=UTF8&s=books&qid=1191231156&sr=8-1">Life's a Pitch</a> by Stephen Bayley & Roger Mavity. I will always stay at booklovers bed & breakfast. It shouldn't be a best kept secret!</span></div><div><span style="font-family:Verdana;"></span> </div><div><span style="font-family:Verdana;">A young English man once came to live in the community led by Ghandi. When assigned to clean toilets, he protested, "Don't you know who I am? I have great things to do." Ghandi replied, "I know you can do great things; what I don't know is if you can do little things."</span></div><br /><div><span style="font-family:Verdana;"></span></div><div><span style="font-family:Verdana;">The next time you offer your clients customer experience, look for ways to "WOW" them. It's often the little things that matter the most.</span></div>Marie Younghttp://www.blogger.com/profile/01830043466547519526noreply@blogger.com0