LEARN: Customer Competence


An excerpt from the book, Customer Relationship Management by HBR

Customers are fundamentally changing the dynamics of the marketplace. The market has now become a forum in which consumers play an active role in creating and competing for value.
In this way, managers were able to identify new business opportunities and find new ways to deploy the company’s intellectual assets.

At a minimum, managers must come to grips with four fundamental realities in harnessing customer competence.

1.        ENCOURAGING AN ACTIVE DIALOGUE
Companies no longer have a monopoly or even an advantage in information access. Engaging in a dialogue with customers who know what they want requires richer and subtler forms of exchange. A dialogue must evolve – or die. Companies should be able tofind ways to process what they learn from customers so they can bring the dialogue forward and keep the customer’s interest.

2.        MOBILIZING CUSTOMER COMMUNITIES
Customers in the new economy are finding it easier to form, on their  own, self-selecting virtual communities. Customer communities can exercise a powerful influence on the market. The power of such communities in large measure is from the speed with which they can be mobilized. Word spreads so fast on the internet that people refer to word of mouth as ‘viral marketing’. In the new market, brand positioning evolves with customer’s personalized experiences.

3.        MANAGING CUSTOMER DIVERSITY
Consumer’s experiences of a certain product or service are different – therefore their judgment of that product will vary according to their skills, user’s sophistication, privacy and security. Globalization in the marketplace also heightens the variation in customer sophistication.

4.        COCREATING PERSONALIZED EXPERIENCES
Customers are no longer just interested with the product but rather, want to shape the experience around themselves, both individually and with with the experts. Customization and Personalization is different. Customization assumes that the manufacturer will design the product to suit a customer’s needs while Personalization is about the customer becoming a co creator of the content of their experience.

LEARN: OAR FISH


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Oar fish large, greatly elongated, pelagic lampriform fish. It is the longest bony fish and they live at the bottom of the ocean. There have been tales that a sighting of an oar fish connoted disaster such as an earthquake. These unusual creatures have been known to wash ashore on beaches after storms, providing endless hours of fascination for curious onlookers. They also have a habit of floating near the surface of the water when they are sick or dying.

Why? According to Japan Times’. Kiyoshi Wadatsumi, a scientist who studies earthquakes at the nonprofit organization, “Deep-sea fish living near the sea bottom are more sensitive to the movements of active faults than those near the surface of the sea.”

An unusual number of oarfish washed ashore in December 2009 to March 2010 off Japan. According to LiveScience,  “Shortly before the 2011 Tohoku earthquake and tsunami [March 11, 2011] struck Japan, about 20 oarfish stranded themselves on beaches in the area.”

However, HJ Walker, from the Scripps Institution of Oceanography in California, said “If there is a enormous giant earthquake beneath the sea, other fish would be affected – not just one or two oarfish.”

But last July 26, 2015, an oarfish was seen washed ashore in Antique, Philippines. Could this be a sign? Is this why the country is very active on propagating and preparing everyone for a possible earthquake? I hope not.

LEARN: DOVE


It is an economic policy advisor who promotes monetary policies that involve the maintenance of low interest rates, believing that inflation and its negative effects will have a minimal impact on the society.

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As a Branch Marketing Officer, I should be in direct hatred with the Dove — as in my opinion, Tetangco.
It’s already hard to convince client to place their funds with you and with the continuous decrease in Interest Rates,
a huge possibility of irate clients tend to pull out their funds.

Whew. But there will be no problem if I become the Dove here in the Philippines.
Wishful Thinking.

LEARN: Customer Feedback


Customer Satisfaction refers to the extent to which customers are happy with the products and services provided by a business.

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And today, I received an email that immediately hooked my lips in an upward motion and kept it there for a while.

”Dear Janna, 

You are the most efficient staff we have ever spoken and encountered with BOC and we appreciate your assistance and identifying the urgency of our need.
You are an asset of BOC.
Again, we thank you.
We have done the transfer from Berner to Olazo BOC accnt.
Kind regards,
Edward and Tony

Sent from my iPad”

Customer feedback provides you with valuable insight into what your customers think about your product or service. This insight can help you create a product that customers want to buy and create an experience that exceeds expectations and keeps customers coming back for more.

LEARN / THOUGHTS: DO’S & DONT’S IN LINKEDIN


I stumbled upon this article 10 minutes prior this. If you are familiar with linked in, it’s a a social network for job seekers. And with a very tight competition nowadays, we have to prepare for the battle at all times.

I’ll share you an article from Business Insider.

DO’S AND DON’TS IN LINKEDIN

This should really be helpful.

And if you still don’t have an account, create one now!

LEARN: CORPORATE MANSLAUGHTER


corporate-manslaughter

Corporate Manslaughter is a crime. It enables a corporation to be punished and censured for culpable conduct that leads to a person’s death. It extends beyond any compensation that might be awarded in civil litigation or any criminal prosecution of an individual.

The Corporate Manslaughter and Corporate Homicide Act 2007 was passed in UK last April 2008. It’s been a crime in England and Hong Kong.

It is every corporations’ responsibility to provide its employee’s a safe and healthy environment.

CM

BOOK THOUGHTS: BY THE RIVER PIEDRA I SAT DOWN AND WEPT


I have read this book when I was in third year high school and I wanted to include this in my blog. So here goes. This is an excerpt from what the boy said in a seminar.

You have to take risks. We will only understand the miracle of life fully when we allow the unexpected to happen. Every day, God gives us the sun — and also one moment in which we have the ability to change everything that makes us unhappy. Every day, we try to pretend that we havent perceived that moment, that it doesn’t exists – that today is the same day as yesterday and will be the same as tomorrow. But if people really pay attention to their everyday lives, they will discover that magic moment. It may arrive in the instant when we are doing something mundane, like putting our front door key in the lock, it may lie hidden in the quiet that follows the lunch hour or in the thousand and one things that all seem the same to us. But that moment exists   a moment when all the power of the stars becomes a part of us and enables us to perform miracles. 

Joy is sometimes a blessing, but it is often a conquest. Our magic moment helps us to change and sends us off in search of our dreams. Yes, we are going to suffer, we will have difficult times, and we will experience many disappointments – but all of it is transitory, it leaves no permanent mark. And one day, we will look back with pride and faith at the journey we have taken. 

Pitiful is the person who is afraid of taking risks. Perhaps this person will never be disappointed or disillusioned; perhaps she won’t suffer the way people do when they have a dream to follow. But when that person looks back  and at some point, every person looks back – she will never hear her heart saying ‘What have you done with the miracles god has planted i your days?”

Pitiful are the people who must realize this. Because when they are finally able to believe in miracles, their life’s magi moments will have already passed them by. 

BOOK THOUGHTS: SMILE – YOU CAN DO IT BY JOHN MASON


It was only a sunny smile,

But it scattered the night.

Though little it cost in giving,

It made the day worth living.

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An excerpt from the book, ”You can do it. Even if others say you can’t” by John Mason.

A sense of humor can help you overlook the unattractive, tolerate the unpleasant, cope with the unexpected, and smile through the unbearable. — Moshe Waldoks. A smile is a powerful weapon. It can break the ice in tough situations. It will help you keep a proper perspective in life.

Most folks are about as happy as they make up their minds to be.

BOOK: More than her by Jay Mc Lean


The story of Logan and Amanda. It all started with one date that dragged on to a series of events. It’s a story of how one date, one night and one guy can make Amanda fall in love completely and leave behind his long time boyfriend Tyson. After leaving behind Tyson, with the purest of heart filled with hope and love for Logan, she was devastated upon not hearing from Logan the next day, or the next day, or the next week, or the next months.

Logan on their first date – Amanda didn’t want to go at first.

Logan:                   7 days to go.

Amanda:              Really, asshole? A count down?

Logan:                   6 days to go. I bet you can’t wait to see me.

Amanda:              I’m already regretting this.

Logan:                   5 days to go. OMG! What am I going to wear?

Amanda:              I thought I told you not to contact me for a week.

Logan:                   4 days to go. Seriously though, what do you want to do?

Amanda:              Not go on a date with you?

Logan:                   3 days to go. I’m getting pretty fucking excited to see you.

Amanda:              Shut up.

Logan:                   2 days to go. Just thought I’d remind you in case you had forgotten.

Amanda:              Who is this?

Logan:                   1 day to go. I’ll call you tomorrow.

Amanda:              I’ll be busy.

Logan and his way of saying the three words:

‘’I know that you’ve said those words before. I get that you’ve been in love with someone else, and that’s fine. But I haven’t. Not before you. I can’t give you much or anything at all. But when I say those words to you, it won’t be just words – it will be me giving you something that means something. And you deserve to know that, to feel that. SO please, let me be the first to say it – because I need to be able to at least give you that – and when I do – those three words will be yours, forever. And so will I’’.

You know what my favorite part of the day is? It’s those few seconds in the morning, when my mind wakes up but my body hasn’t, and I feel you in my arms. And I know that when I open my eyes, it’s you that I get to see.

Logan’s Dad:      She makes you happy, son?

Logan:                   No. She makes me whole.

Amanda:              You kiss my wrist – you do that a lot. Why?

Logan:                   I don’t know. It’s like my lips – on your pulse. I can feel your heart beating and know that you’re here. I guess sometimes I find it hard to believe that you’re real – and that you’re mine.

Logan:                   When she wasn’t around, I missed the shit out of her. When she was around, I didn’t want to leave her side, if you called me a pussy right now, I’d tell you it was valid.

Logan:                   It’s official. She has my balls and she’s not giving it them back. Ever.