HOW WOW !!! Customer Experience Works for Business ???

Location: Bungalow @ Lonavala

Time : Eve Tea

Group: Gathering of Friends to celebrate 25 years of Friendship

Number of People at the Tea Table: 7 

Story Narration ( Real Life Experience ) @ one of the dispensary in Mumbai by one of the friends. 

How this dispensary is taking care of the relatives of the patient too while the patient is under the treatment.  How whether the relatives have taken the food or no is taken care of. This is bit unusual as mostly doctors don't care for such little things. Many of them even don't know how to talk with patients and their relatives. They consider themselves as GOD. In majority of the case doctors talk to relatives for insurance matters and HOW to get more out of insurance claims.When medical profession has almost lost its credibility as far as financial dealings are concerned, this kind of pleasant service and care will certainly stands out.  Somebody MUST have thought of  it and implemented it to differentiate.  Not expected & hence pleasant surprise.    

Of course we go to doctors for technical skills but this kind of going extra mile is what makes him STAND OUT from the rest.  

Person who was describing also said " we don't mind paying extra for this kind of services and care."

Result: Talk of the Town Service, low (no) resistance to premium charges, if any. 

Experience Shared in the group and it will spread to many through word of mouth. Imagine what it can do in times of Social Media. Social Media success of song Kolavari D reinforcing the need for WOW!! Product & Services and Its unprecedented success through word of mouth or click of the mouse.

People pay for perceived value, people share bad or good experiences. Both spread fast and impact the business results, brand value.  

 
{ If you are in Mumbai and want to know more about high profile event on social media is taking place in Jan 2012.  Click here to know more and participate http://www.clickasiasummit.com }

12 Ways to leverage Social Media for Businesses & Professionals

All of us are members of many social media sites. Members of many groups and fan clubs on these sites. We have 100s or 1000s of friends/followers/fans.& we are happy. 

How are we leveraging our social presence and networks?? Your stories invited. 

Networking is a great business tools. Many of us visit seminars, conferences and business events just to network. Suhel Seth (PR & Communication Expert) has written book on networking Get to the Top. Released TODAY in Mumbai.

Business Networking Sites like LinkedIn is very important to get connected with someone with whom otherwise we even cant dream to meet ever. Small businesses and professionals can and must leverage these unprecedented opportunities.   

Big question is HOW ?? Luckily there are many HOWs.

- Get connected with potential customer or experts.

- Get connected with your customers for update and quick customer service.

- Professional can showcase their expertise by contributing to their groups regularly.

- Many businesses also hire by selecting skills from LinkedIn profiles.

- Get handle in the big corporate house when you want an inroads.

- Not just remain online connects. Whenever possible or make it possible to meet up. Network to physical meet is really warm & interesting.

- Regular product updates and launch on these sites will attract target audience.

- Educate people about your products , its usage, maintenance, support etc on a regular basis. Soon you will become famous and become known for yr products. I know someone on LinkedIn who regularly writes about new cell phone models. So next time when I want to know about cell hones, my first resource will be she. Same applies to yr area of product and services.

- Follow groups of your interest to know more and network with people from your peer group.

- Share something interesting from your friends/connects with yr groups i.e. which may be interesting for yr suppliers or customers.

- Build community around your offerings. Invite experts or share useful insights with them periodically.

- Don't just expect , give give and give, give reference to someone for their potential leads. Here tit for tat is given.

Many more interesting case-studies are happening thru online to real business. You may think that business was not used to be like this, but ............... it was always like that only medium is changing.

If you are in Mumbai and want to know more one high profile event is taking place in Jan 2012.  Click here to know more and participate http://www.clickasiasummit.com

& yes share your social media to business success stories.

5 Reasons Why Traditional Marketing is (almost) DEAD in Digital World !!!!

Scene 1 - Today on linked I read that  someone disliked Blue Dart services for what ever reason. He tweeted abt it and his message went to all his social media foot print like FB and linked in etc to his friends and fans.Out of these many would re-tweet this message and Blue Dart might have lost some or many future customers.

Scene 2 -  Few months ago I liked the way flip-kart.com delivered my parcel. I blogged abt it. Many might have read it and shared it too.

Scene 3 - When I wanted to buy my cell phone I visited many product review sites. I decided to go for particular brand and model based of-course on technical specifications but finally ,  users reviews were ultimate determinants,  not that brand's marketing message.

How many of us are interested in TV or website commercials ??? We know most marketeers are liers, commit more & deliver less, talks sweet just to sale. Till recent years we had no options but to get fooled often by every brands. But now no longer. 

Suddenly all of them are now exposed.Exposed miserably as stated abt Blue dart above. Social Media medium & its access through mobile is final death knell for traditional marketers. 

Just shut up , create memorable customer experience and allow/ enable customers to become brand ambassadors. Social Media Examiners' Michael says " Content is king. Get content to get customers."  Marketeers role is to educate customers, rest will be taken care by customers themselves.  Users will share their experiences and buyers will go by users experience. 


5 why(s) of this new reality :

- When u spend , people don't believe u.

- When u interrupt their entertainment and work , they hate u and ignore u (TV, Website, SMS and calls).

- When u don't talk and just do it, words spread.

- When u enable customers to share their experience, they become brand ambassadors.

- When customers are sharing their experiences, u will be at your best.

Even if your customers are not using social media, these applies to all (We all are now more connected).

Need to overhaul, redefine, transform the way companies' market and reach out to their customers. Events like Click Asia 2012 http://www.clickasiasummit.com is not the indication of shape of the things to come but about the situation we are already in. Wake up { u may engage teenager(s) to guide yr marketing team HOW abt social and digital media strategy ).