April 30th, 2009
Deep discounts are not always beneficial to sales in the long-term. In the eyes of a consumer, price is one of the top reasons to continue or discontinue interests in a product or service. When deep discounts begin to appear the consumer begins to have negative reactions to what may appear as desperate. These finding are coming from a study called “Dollars & Consumer Sense” this past January.
The results found that 70 percent of consumer participants responded, “The brand is normally overpriced,” and 62 percent said they assumed that “the product is old, about to expire or about to be updated, and the company is trying to get rid of it to make room for the new stuff.” Sadly, the previously high perceived value once there diminished.
The survey results also found that if a brand did not discount participants assumed that “the product is extremely popular,” and 64 percent assumed that “the product is already a good value.”
“Lowering prices during a recession clearly raises suspicions among consumers,” explains J. Walker Smith, Ph.D., president of the Yankelovich MONITOR and executive vice chairman of The Futures Company. “Drastic price cuts like those seen during the past holiday season create a double-barreled risk for brands. First, such price cuts generally fail to generate enough business to pay for themselves, although clearing inventory is of some value. Second, they create long-term difficulties in terms of consumer expectations.”
Those “deflationary expectations” cause consumers to postpone purchases because, when they see that a price is reduced, they anticipate that prices will come down even further. “These expectations of deflation are difficult to break and can keep a category mired in unreasonably low prices for years,” Smith notes.
Add value to to your product or service. Make your product value known. Answer the customer’s question about the value of your product before they ask and after the purchase is complete. Reduce buyer’s remorse. The value of your product or service should be part of marketing statement. Your organization’s attitude should be upbeat and positive with each customer contact. Each experience whether on the telephone, in your store or on your web page should be informative and captivating.
Offer incentives to demonstrate appreciation to your customers in lieu of deep discounts. Increase your perceived value. Work with an incentives broker who can assist you with the development of a comprehensive merchandise or recognition program specifically targeted to your unique audience. Analyze your goals, demographics, preferences and past performance to target your customer. Survey your customers each quarter since our economy is quickly changing presenting new challenges and opportunities. Adjust your incentive plans accordingly keeping things fresh and interesting.
Market your organization using customized promotional products with special offers for immediate responses, referrals and high volume purchases. Cross sell products using incentive travel as low as $50.00. For their choice of quality travel and an opportunity to bring the family along. Whether an incentive is a one-time gift, or a seasonal campaign, keep your company’s name in front of your clients and customers.
If you are an online business use a real motivator on your website.
Tags: crm, incentive, marketing program, rewards
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April 30th, 2009
Beyond the usual top 10 lists for managers to help them create successful teams is our top 9 list:
1) Don’t forget to ask for guidance from those you respect.
2) Meditate for calm and for answers received to help you manage through transitions.
3) Act your budget. Don’t over commit but do spend money on employee recognition and rewards. Make your employees aware that they are appreciated and that you do spend allocated budget dollars each year. Many of us can probably remembering hearing about our managers who wanted to look like heroes with surplus budget dollars that did not spend a dollar on their employees.
4) Don’t always be right. Your a manager after all and not a King. A few of the toughest words we could say are ”I am sorry” and “I am wrong” but they are the phrases that will gain respect if they are sincere. Your employees have other experiences that should be solicited creating strong and mutually respectful teams.
5) Don’t let fun pass you by. Conduct non-meeting surprises for your team. Invite them to a meeting then surprise them with food and music for a social hour. Take time to interact playfully with your team so they see the human side of you.
6) Remember the importance of the three C’s: Courage standing up for what your team needs and what you feel is right. Commitment regardless how difficult or hot things get stay the course. Speak sincerely and try to be positive. Consistencypractice what you preach over and over again. If you ask your employee to be quality conscious and customer centrix then you should demonstrate that those goals are important to you.
7) Invest in friendships. What helps people cope, create and succeed are friendships. Network and add to your circle of friends as if you were collecting flowers for a beautiful bouquet. Take time for coffees and lunches nurturing your relationships with good discussions and lots of laughs.
 Teach others to get M.A.D. Remind them to their take concerns or complaints and turn them into spring boards to Make A Difference.
9) Keep things simple. Don’t seek to impress and feed just your ego. Work hard, work for the good, reward emloyees and have fun!
Tags: gift cards, recognition and rewards, reward programs
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April 28th, 2009
Human Resource Managers are our best friends on the path to excellent CRM. More CRM Managers rank Human Resources within their top 8 or 9 on their list of importance when seeking to enhance their customer relationships.
How do you determine if you have a strong HR partner? They should quickly be able to provide you with turnover rates, know how long it takes to source your open positions, identify your best performers and assist you with ideas to build an effective incentive program.
Today’s HR management is one that is business-focused. They understand about the necessary components of job redesign, the need to enhance and nurture strategic alliances and continually focus on the company’s global profit challenges by department.
How do you get the most out of your HR partner? As with any successful relationship, it requires respect, open dialogue and an investment in each other. If you create and maintain a solid beneficial relationship, you and most importantly, you customers will reap a sizeable dividend.
Know more about your HR contact than their name. Is the department a hybrid of a centralized Human Resources Department or compartmentalized into functional responsibilities? Your focus is the bond and commitment you develop. Do you provide training courses developed for their understanding of your area? Take your HR contact to coffee at least once a month? Do you demonstrate functional responsibilities that may be seen to be too difficult to understand. Communicate how you and your bosses measure success. Sincerely share basic weaknesses and conceptual ideas that you have for your department. Clearly state your department’s accomplishments and identify those who play a key role in the department’s success.
What can you learn about your Human Resources Department?
- What are your HR Department’s functional goals each day?
- How are priorities set?
- What unique expertise do they offer?
- What makes them agree or disagree with your requests?
- How is HR performance measured?
- HR’s role in the development and maintenance of the company’s culture
- What types of employee incentive programs have worked/not worked in the past?
- Other than budget restraints, what challenges Human Resources?
- How do your HR Department’s initiatives and strengths compare to your competitors?
Share ideas on incentives that include time off, job trades days with co-workers and bosses, special training class opportunities, gift cards, onsite massages, online point rewards, travel and more. Employee surprise on the spot recognition received via telephone or email for those who are doing a great job. Create excitement by offering rewards to employees who share tips with others on how they provide exceptional customer service. Create Fun Fridays with themes, contests and prizes.
Your incentive goals should include a review of those employees who will be participanting, your goals, objectives, and of course, the immediate benefits you seek for your customers. Determine how will you measure your success and how you will survey your customers throughout the incentive period.
Your business partners and incentive brokers can help you launch a successful program with exciting announcements throughout the department, reoccuring emails noting individual progress along with a clear message about your commitment to employee recognition and quality customer service.
Employee retention and enhances customer satisfaction and ensures that your company remains number one in the marketplace. Grow your business by making Human Resources your first step to quality CRM.
Tags: crm, CRM incentives, incentive, rewards
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April 28th, 2009
For a leader, honesty and integrity are absolutely essential to survival. A lot of business people don’t realize how closely they’re being watched by their subordinates. Remember when you were a kid in grammar school, how you used to sit there staring at your teacher all day? By the end of the school year, you could do a perfect imitation of all your teacher’s mannerisms. You were aware of the slightest nuances in your teacher’s voice – all the little clues that distinguished levels of meaning that told you the difference between bluff and “now I mean business”.
And you were able to do that after eight or nine months of observation. Suppose you had five or 10 years. Do you think there would have been anything about your teacher you didn’t know?
Now fast forward and use that analogy as a manager. Do you think there’s anything your people don’t know about you right this minute? If you haven’t been totally aboveboard and honest with them, do you really think you’ve gotten away with it? Not too likely. But if you’ve been led to believe that you’ve gotten away with it, there might be a good probability that people are afraid of you, and that’s a problem in its own right.
But there is another side of this coin. In any organization, people want to believe in their leaders. If you give them reason to trust you, they’re not going to go looking for reasons to think otherwise, and they’ll be just as perceptive about your positive qualities as they are about the negative ones.
A situation that happened some years ago at a company in the Midwest illustrates this perfectly. The wife of a new employee experienced complications in the delivery of a baby. There was a medical bill of more than $10,000, and the health insurance company didn’t want to cover it. The employee hadn’t been on the payroll long enough, the pregnancy was a preexisting condition, etc,etc,..
In any case, the employee was desperate. He approached the company CEO and asked him to talk to the insurance people. The CEO agreed, and the next thing the employee knew, the bill was gone and the charges were rescinded.
Then he told some colleagues about the way the CEO had so readily used his influence with the insurance company, they just shook their heads and smiled. The CEO had paid the bill out of his own pocket, and everybody knew it, no matter how quietly it had been done.
Now an act of dishonesty can’t be hidden either, and it will instantly undermine the authority of a leader. But an act of integrity and kindness like the example above is just as obvious to all concerned. When you’re in a leadership position, you have the choice of how you will be seen, but you will be seen one way or the other, make no mistake about it.
One of the most challenging areas of leadership is your family. Leadership of a family demands even higher standards of honesty and integrity, and the stakes are higher too. You can replace disgruntled employees and start over. You can even get a new job for yourself, if it comes to that. But your family can’t be shuffled like a deck of cards. If you haven’t noticed, kids are great moral philosophers, especially as they get into adolescence. They’re determined to discover and expose any kind of hypocrisy, phoniness, or lack of integrity on the part of authority figures, and if we’re parents, that means us. It’s frightening how unforgiving kids can be about this, but it really isn’t a conscious decision on their part; it’s just a necessary phase of growing up.
They’re testing everything, especially their parents.
As a person of integrity yourself, you’ll find it easy to teach integrity to your kids, and they in turn will find it easy to accept you as a teacher. This is a great opportunity and also a supreme responsibility, because kids simply must be taught to tell the truth: to mean what they say and to say what they mean.
Praise is one of the world’s most effective teaching and leadership tools. Criticism and blame, even if deserved, are counterproductive unless all other approaches have failed.
Now for the other side of the equation, we all know people who have gotten ahead as a result of dishonest or unethical behavior. When you’re a kid, you might naively think that never happens, but when you get older, you realize that it does. Then you think you’ve really wised up. But that’s not the real end of it. When you get older, you see the long-term consequences of dishonest gain, and you realize that in the end it doesn’t pay.
“Hope of dishonest gain is the beginning of loss.’ I don’t think that old saying refers to loss of money. I think it actually means loss of self-respect. You can have all the material things in the world, but if you’ve lost respect for yourself, what do you really have? The only way to ever attain success and enjoy it is to achieve it honestly with pride in what you’ve done.
This isn’t just a sermon, it’s very practical advice. Not only can you take it to heart – you can take it to the bank.
Tags: crm, employee recognition program, incentive, praise, rewards
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April 27th, 2009
Lisa, our youngest daughter, earned her master’s degree before starting a career as a high school English teacher. At the time of her graduation, I doubt she was more excited than her parents were. As we entered the stadium for the commencement services, it dawned on me that after putting seven children through college and graduate studies, I’d finally be able to fund my retirement plan.
It was very hot in the concrete arena. A midday sun beat squarely in our faces. I suspected that the exercises would be long and merciless. As the graduates filed in, I was amused to see slogans taped to their tasseled caps. “Will work for food!” “Get my room ready, Mom!” Our daughter’s read, “Thanks Mom and Pop.” Some wore bathing suits beneath their gowns. Some blew bubbles with a pipe and soap. Most were ecstatic about finally leaving school, visibly impatient for that night’s parties and for freedom and the opportunity to earn.
As the warm-up speakers droned on about politically correct issues, I wondered whether any time would remain for the main speaker. In fact, his address lasted barely ten minutes, which may have set a national record for brevity. (Winston Churchill holds the international record: thirty seconds to repeat “Never give up!” nine times.)
That main speaker was Edward James Olmos, the actor-activist who played Jaime Escalante in an inspiring movie about inner-city students called Stand and Deliver. Olmos stood up, removed his cap, and regarded the graduates. “So we’re ready to party?” he asked. “Yeah, let’s party!” they answered in unison. “I know, thank God it’s Friday,” he resumed. “But commencement means to begin, not finish. You’ve had a four-year sabbatical from life, and now you’re ready to go out there and earn. You’re only beginning Real World 101 in your education.
“One more thing before we leave,” he continued. “Please never, ever work for money. Please don’t just get a job. A job is something that many of you had while you worked your way through college. A job is something you do for money. But a career is something you do because you’re inspired to do it. You want to do it, you love doing it, you’re excited when you do it. And you’d do it even if you were paid nothing beyond food and the basics. You’d do it because it’s your life.”
What he was saying, which I have tried to recall and interpret in my own words is that many of you will go out and try to get the highest-paying job possible, regardless of the industry, regardless of the opportunity, regardless of the service or product the company may provide. If you chase money, it may catch you – and if it catches you, you’ll forever be its slave.
By letting money pursue you but never catch you, you’ll always be its master. By always doing what you love, loving what you do, delivering more than you promise, you’ll always be underpaid – which is how it always should be.
For if you’re paid more than you’re worth, you may be restructured, reengineered, replaced, fired, declared obsolete, disposed of. Overpaid people are overdrawn in their knowledge bank account. People who are underpaid for the level and quality of the service they provide are always in demand and always ahead of the money in their knowledge and contribution. So money and opportunity are always chasing them. This is what I got out of the commencement speech that day.
Olmos concluded with a charged voice and moist eyes. “Chase your passion, not your pension! Be inspired to learn as much as you can, to find a cause that benefits humankind – and you’ll be sought after for your quality of service and dedication to excellence. This passion will make you oblivious of quitting time and to the length of your workday. You’ll awake every morning with the passion of pursuit, but not the pursuit of money.
“Those who do more than they’re paid for are always sought for their services. Their name and work outlive them and always command the highest price. Chase your passion, not your pension!”
The graduates were stunned. Many cried with joy. I was speechless, which is rare indeed. Olmos was no actor speaking for an honorarium. He was all passion, pure and simple. “Maybe we should have taught that in a class,” I heard a faculty member say.
Tags: benefits, crm, CRM incentives
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April 25th, 2009
As a train’s source of energy and direction, the locomotive plays a vital role. However, unless a locomotive connects to other cars on the track, it is relatively useless. A train’s value comes from its ability to transport massive amounts of cargo, and doing so requires the locomotive to link up with dozens of freight cars. Traveling by itself, a locomotive would arrive at its destination empty-handed. In that case, its journey would be nothing more than a waste of fuel.
Leaders are like locomotives in that they’re blessed with drive, energy, and vision. However, until leaders learn the art of connection, their influence remains minimal. In isolation, their talents accomplish little, and their efforts are squandered.
Let’s look at practical ways whereby leaders can make meaningful connections with others.
8 Steps for Connecting with People
#1 Don’t Take People for Granted
Weak leaders get so caught up in the vision of where they’re going that they forget whom they’re trying to lead. Instead, leaders would be wise realize that connecting to people and developing them are the surest ways to gain influence. Results happen through relationships.
#2 Possess a Difference-Maker Mindset
A hesitant and indecisive leader doesn’t enliven the hearts or imaginations of people. On the contrary, leaders who influence and inspire have a difference-maker mindset. They connect with others by passing along an infectious confidence in their ability to succeed.
#3 Initiate Movement Toward People
Freight cars sitting on the railroad tracks won’t go anywhere by themselves. They will rust and collect dust unless a locomotive makes contact and connects to them. Similarly, most people stay parked due to self-doubt, fear, or absence of vision. It takes the connection of a leader to tap into their potential and rouse them to action.
#4 Search for Common Ground
Anytime you want to connect with a person, the starting point should be shared interests. If you’re attentive to the hobbies, histories, and habits of those you lead, then you will find ample areas of common ground. Launch out from these areas of agreement to build rapport.
#5 Recognize and Respect Differences
We are capable of finding common ground with others, but at the same time we need to acknowledge that we’re all different. The greatest influencers realize that differences ought to complement rather than clash. When you demonstrate regard for diverse personalities and meet people on their terms, they will appreciate your sensitivity and connect with the understanding you’ve shown.
#6 Learn the Key to Others’ Lives
People have core motivations that vary drastically, and a leader has to discern them to forge a connection with others. Generally, the key can be unearthed by examining what a person has already done in life and by discovering what he or she aspires to do in the future. Once you’ve found the key, do not exploit it. Turn the key only when you have the person’s permission, and always use it for his or her benefit – not your own.
#7 Communicate from the Heart
Nothing repels people like a phony leader. Be authentic when you speak, and align your actions and words. People respond to passion, and they will latch onto a vision when it’s communicated directly from the heart.
#8 Share Common Experiences
Shared experiences cement a relationship. For this reason, it’s wise to be intentional about eating out with teammates, inviting them to join you on an errand, or taking in a play or ballgame together. The more time you invest in those you lead, the greater the connection you will forge with them.
Summary
One is too small of a number to achieve greatness. No one ever accomplishes alone what he can do in partnership with others. If you’re looking to grow as an influencer, start by strengthening your connections with the people around you.
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April 24th, 2009
Your self-concept is made up of three parts, each of which affects each of the others. Understanding these three parts enables you to put your hands on the keyboard of your own mental computer. When you learn to take charge of the development of a new and positive self-concept of selling, you can then control your sales destiny for the rest of your career.
Determine Your Direction
The first part of the self-concept is the “self-ideal.” Your self-ideal largely determines the direction in which you are going with your life. It guides the growth and evolution of your character and personality. Your self-ideal is a combination of all of the qualities and attributes of other people that you most admire. Your self-ideal is a description of the person you would very much like to be if you could embody the qualities that you most aspire to.
Strive Toward Excellence
Throughout your life, you have seen and read about the qualities of courage, confidence, compassion, love, fortitude, perseverance, patience, forgiveness and integrity. Over time, these qualities have instilled in you an ideal to which you aspire. You might not always live up to the very best that you know, but you are constantly striving to be a better person in light of those qualities that you value so highly. In fact, everything that you do on a day-to-day basis is affected by your comparing your activities with these ideal qualities and your striving to behave consistently with them.
Clarity is Essential
Successful salespeople have very clear ideals for themselves and their careers. Unsuccessful salespeople have fuzzy ideals. Successful salespeople are very clear about being excellent in every part of their work and their personal lives. Unsuccessful salespeople don’t give the subject very much thought. One of the primary characteristics of successful men and women in every walk of life is that they have very clearly defined ideals and they are very aware of whether or not their current behaviors are consistent with their idealized behaviors.
Set Challenging Goals
Part of your ideals are your goals. As you set higher and more challenging goals, your self-ideal improves and crystallizes. When you set goals for the kind of person you want to be and the kind of life you want to live, your self-ideal rises and becomes a greater guiding and motivating force in your life.
Your Future is Unlimited
Perhaps the most important thing for you to realize is that whatever anyone else has done or become, you can do or become as well. Improvements in your self-ideal begin in your imagination, and in your imagination, there are no limits except the ones that you accept.
What is your ideal vision of the very best person you could possibly become? How would you behave each day if you were already that person? Asking yourself these questions and then living your life consistent with the answers is the first step to creating yourself in your ideal image.
Action Exercises
Here are two things you can do immediately to put these ideas into action.
First, dream big dreams. Set big, exciting, challenging goals and ideals for yourself in every part of your life. Allow yourself to imagine a wonderful life ahead.
Second, think about how you would act if you were an outstanding person in every way. Then, practice being this person, as though you were acting a role in a play. You’ll immediately notice a difference in your behavior.
Tags: crm, incentive, motivational programs, point rewards
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April 24th, 2009
Whether you run a business, or are an employee, or manage a family – you are always ‘selling‘ something.
Selling is the art of exchanging value. In the commercial world this is a simple equation – money is given in exchange for a product or service.
In the office, ’selling’ might happen when you try and convince others of your proposal, or negotiate a pay rise.
On the home front, you are constantly ’selling’ ideas to your kid (or spouse!) about what is in their best interest.
Surprisingly, considering how much we actually do selling, a fear of selling is a pervasive experience.
If you’ve got a ‘I don’t-want-to-be-a-slimey-salesperson’ fear of selling, then there’s never been a better time to knock that block on its head.
Here are three main reasons to deal with this issue now:
1. If you don’t sell, your business (or personal life) suffers – that’s obvious.
2. If you don’t sell, your confidence suffers – that’s obvious too.
3. If you don’t sell, you can’t help as many people. Obvious, but not always remembered.
Why do people feel resistance to selling? You might recognise yourself in one of these situations:
You love to buy, but you hate being ’sold’. You might have had that sleazy car salesman experience where the subtext is – ‘they don’t care about me – they just want my money’. Like a dog sniffing a skunk, you can smell ‘desperate’ a million miles away.
You believe all salespeople have a touch of ’snake oil’ deceit about them. Somewhere along the line, from your parents, friends, school, or daily life, you’ve linked salespeople with ‘insincere, dishonest, just out for themselves, just trying to screw the little guy, cheaters, liars’ and so on. No one likes to buy from selfish people!
Fear of being rejected:
If you make an offer you’re afraid of people saying ‘no’. It’s the cold sharp knife of rejection. Or you’re afraid that people are going to think YOU are the slimey salesman!
These are all clues that you’ve got some limiting beliefs about selling and what you have to offer.
How to get over your resistance to selling:
Step 1.You need to reframe your concept of ’selling’. Selling is an exchange of value. For example, if I give you something, you give me something in return of equal value. I give you two cows, you give me three bushels of hay. I give you my product or service, then you give me a certain amount of money. There’s giving AND receiving.
Step 2. You need to believe in your product or service heart and soul –regardless of whether people buy it or not. You would rave about it even if you weren’t selling it. This is called the ‘raving fan syndrome’.
If you don’t have the ‘raving fan syndrome’ about your product or service, here are some questions to consider: How do you feel about the price of the product/service? Is it a no-brainer/sensible investment?
Do you use it or have used it before yourself?
If you weren’t selling it, would you still use it or rave about it?
Unless you answer ‘yes’ to each of these questions you will have an ‘out of integrity experience’ in your selling – and you will give off that shonky used-car-salesman vibe.
Step 3. Practice this mantra: “the customer is more important than the sale”. You may not make the sale this time, but if you focus on offering value and helping people with their needs, rather than serving your own, you will build a lifetime fan. And that will mean more ’sales’ over the long run.
Tags: gift cards, incentive, point rewards, rewards
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April 22nd, 2009
Casinos are offering deeply discounted rooms, free shows and food for a visit to Las Vegas this season. On a recent trip to Las Vegas, my first in almost two years, I noticed an immediate difference in casino and restaurant activity. To no surprise business was down even after the strip’s biggest hotels discounting their rooms.
The story is not all bad for Las Vegas though. People are starting to venture out this spring! Although there is still some concern over the economy, people still want to enjoy and experience. Kids want to have fun and parents want to provide a vacation. What better place than Las Vegas to forget your problems for a while and get the most of your vacation dollar! The hotels are still impressive, shopping and food are some of the best in the country if not in the world.
So how can Las Vegas bring more visitors to the city? By returning their focus to families once again! Over the past two years or more, Las Vegas seemed to concentrate on advertising to those looking for the adult experience with their ”What happens in Vegas Stays in Vegas” campaign. Changing how some families view of Las Vegas.
Families still that want a spring and/or summer vacation should look at see what Las Vegas has to offer. Hotels such as the Mandalay Bay Hotel, New York New York and Excalibur are a wonderland of fun for families. What family does not love big wave pools for body surfing, roller coasters, shows and games?
Small children love the M&M and Coca-Cola store where they can sample Coca-Cola from around the world. The Big Top circus presents circus acts with the world’s largest permanent circus that are free 7 days a week. Are your kids animal lovers? The white tiger open air exhibit, lion habitat and dolphin habitat is perfect experience for them.
For teens, the Adventure Dome is one of America’s largest indoor theme parks and the Manhattan Express that soars up to 203 feet. For the rollercoaster and NASCAR lovers there is ”Speed -The Ride” at 70 mph. For the entire family experience the shows at the Bellagio, Treasure Island and Fremont Street all offer no cost entertainment with ease access right on the strip.
Casinos would be smart to consider a point reward program for their guests. Much like other programs, if food, entertainment or other services are used within their hotel they earn points during their stay to shop online at over 300 online retailers. This will encourage their hotel guests to stay in their hotels for most meals and for some types of entertainment.
Point reward incentives provide hotels branded benefits with no set up or monthly fee.
Highlights of Most Point Rewards:
- Seamless incentives page that continually brands your organization
- Each participant’s email tracks accumulated points and balances
- Send broadcast emails to announce a new promotion or call for action
- Select your choice of online retailers by locations, products or services
- Set a point reward calendar for birthdays or company anniversaries
- Maintain a personal touch with a personalized communication
- Learn what promotions and incentives were a success using provided reports
An incentives broker’s relationships allow them to share discounted incentives that hotels and casinos can use to thank and motivate clients and employees. Incentives include travel, sport, music, and point rewards. For more information contact www.strategicconcepts-ca.com.
Tags: incentive, point rewards, Travel
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