Here's a lesson in customer service courtesy of the National Football League.
The NFL created the NFL Network. Okay, a smart move considering the amount of football games, reviews and more Americans now like to consume.
But the national lament is the Packers-Cowboys game is on the NFL Network tonight. Most American households won't be able to watch the NFC game of the year.
What happened? The NFL created its own network and gave itself a schedule of 8 games to broadcast. I don't know how that strategic decision was made. While it seems logical, could the NFL be doing a disservice to its customers, football fans, in this start-up phase? Hmm, and I wonder how discussions with the networks went?
After all, NFL games are carried on 4 networks. Hey, that's already great exposure. Is the league going beyond its core competency by forming another network?
If both the Packers and Cowboys were doing poorly (and as a Steelers fan, I wish the Cowboys were doing poorly) the issue wouldn't have been raised.
But the league's customers who don't have cable (my wife and I agree we won't have cable in the house - although she's more adamant than me) will have to flock to the nation's sports bars tonight. By the way, we don't have cable and so we don't have ESPN which means we can't turn on Monday Night Football. I had to drive a mile to local restaurant to see the mud-bowl between the Steelers and Dolphins.
Hey, maybe those folks will be the real winners of tonight's game. A few extra beers poured and tips made thanks to the NFL network.
Showing posts with label customer experience. Show all posts
Showing posts with label customer experience. Show all posts
Monday, November 26, 2007
Tuesday, July 31, 2007
Credit Card Processing and Merchant Accounts
Credit Card Processing and Merchant Accounts are a smart money move for businesses. But they need to know what information to look for so they don't lose money.
Let's talk with Robb Lejuwann, a blogger, who "sells merchant accounts to large, medium and some small businesses.
Let's talk with Robb Lejuwann, a blogger, who "sells merchant accounts to large, medium and some small businesses.
So who is your primary client?
I serve all business sizes. My average client does approximately $75,000 per month in credit card processing. The smallest I have done was $6000 and the largest $325,000. I work with retail, mail order and E-commerce companies. The key element is that the business is already processing credit cards.
How does your service benefit a business?
The largest benefit is stripping away the hidden fees that 9 out of 10 times are on the monthly statement. As a result we are normally able to keep the business's base rate the same and lower there over all effective rate by 10% to 40%. The second way we help businesses is by reviewing their merchant account fees each month so we can ensure their savings and make sure they are not having an abnormal amount of transactions going to a higher rate due to human or technical error.
How does that tie in with their money management?
I had one client last week that had been paying an effective rate of 3.75% for the last three years. I lowered them to a base rate of 1.98% +.25 per transaction. They are going to save $1299.49 per month and $15,593.82 for the year. The bottom line is if a business signs up with me they will have their merchant account in order and will no longer have to be concerned about whether they are paying to much for it or not. Feel free to read any of my posts at http://straightpassthrough.typepad.com
Monday, July 16, 2007
Appliances, Refrigerators - Built to Break Down?
Appliances and refrigerators, especially, are so cool! Okay, pun intended.
Appliances that break down and refrigerators, especially, make the owner boil!
Okay, pun intended.
Our Maytag Plus refrigerator is no more than 2 years old. We bought it from a couple last year who purchased it as a floor model from Home Depot. Today, we spent $300 having the computer repaired which is located inside in the temperature control area. This is a bad customer experience.
We asked the repairman if we bought a "lemon" - no pun intended - and he said, "no, all Maytag Plus models have this problem. General Electric refrigerators have heating problems. All models today have problems and they need repaired every 5 years or sooner."
Wow! Is the appliance industry built to break down so consumers have to spend more money?
Is there a spokesperson or trade association for this industry who would care to state another opinion?
The old fashioned refrigerators didn't look so cool (forget about puns anymore) but they lasted a good 20 years or so. Give me reliability and stick to the core purpose instead of dazzling me with bells and whistles that cost me money year in and year out!
Hey, Maytag and General Electric, where is the customer service or concern about the consumer?
I live about 5 miles from the Jet Propulsion Laboratory where they've got missions to Mars. But we can't build a refrigerator with computers to last a homeowner more than 10 years?!
I checked this website for information Consumer Search and they sell industry reports. But they did write that: "refrigerators with through-the-door ice and water dispensers seem to be the most problematic. About 20% of all models need repair."
But they didn't say how soon they need repairing.
Appliances that break down and refrigerators, especially, make the owner boil!
Okay, pun intended.
Our Maytag Plus refrigerator is no more than 2 years old. We bought it from a couple last year who purchased it as a floor model from Home Depot. Today, we spent $300 having the computer repaired which is located inside in the temperature control area. This is a bad customer experience.
We asked the repairman if we bought a "lemon" - no pun intended - and he said, "no, all Maytag Plus models have this problem. General Electric refrigerators have heating problems. All models today have problems and they need repaired every 5 years or sooner."
Wow! Is the appliance industry built to break down so consumers have to spend more money?
Is there a spokesperson or trade association for this industry who would care to state another opinion?
The old fashioned refrigerators didn't look so cool (forget about puns anymore) but they lasted a good 20 years or so. Give me reliability and stick to the core purpose instead of dazzling me with bells and whistles that cost me money year in and year out!
Hey, Maytag and General Electric, where is the customer service or concern about the consumer?
I live about 5 miles from the Jet Propulsion Laboratory where they've got missions to Mars. But we can't build a refrigerator with computers to last a homeowner more than 10 years?!
I checked this website for information Consumer Search and they sell industry reports. But they did write that: "refrigerators with through-the-door ice and water dispensers seem to be the most problematic. About 20% of all models need repair."
But they didn't say how soon they need repairing.
Drats! You know why else I'm mad? I could have written about the sexy Victoria and David Beckham shoot that was featured on Yahoo! today. Instead, I wrote about appliances!
Good grief! What kind of blogger am I?!
Sunday, July 8, 2007
Businesses and Customer Service
Airlines are going to need to win customer's hearts to really soar. I wanted to share this post about Herb Greenberg flying on United Airlines.
http://blogs.marketwatch.com/greenberg/2007/07/flying-united-c.html#comments
One of the readers who commented mentioned how Midwest Airlines does "little things" to show customers appreciation - like giving a cookie! Wow. Who would have thought a cookie could be appreciated by a mature business person. See, little ways to appreciate customers don't have to be expensive.
Also, here's a link to a rating of airlines called Airline Equality. I wrote about Spirit Airlines in a Post on Spirit Airlines on Friday and they come out "okay" in this rating.
Spirit Airlines Rating
Tip (and Question) for You
How do you motivate employees to offer good customer service and prevent company morale from slipping - or slipping in an entire industry?
Airlines are going to need to win customer's hearts to really soar. I wanted to share this post about Herb Greenberg flying on United Airlines.
http://blogs.marketwatch.com/greenberg/2007/07/flying-united-c.html#comments
One of the readers who commented mentioned how Midwest Airlines does "little things" to show customers appreciation - like giving a cookie! Wow. Who would have thought a cookie could be appreciated by a mature business person. See, little ways to appreciate customers don't have to be expensive.
Also, here's a link to a rating of airlines called Airline Equality. I wrote about Spirit Airlines in a Post on Spirit Airlines on Friday and they come out "okay" in this rating.
Spirit Airlines Rating
Tip (and Question) for You
How do you motivate employees to offer good customer service and prevent company morale from slipping - or slipping in an entire industry?
Friday, July 6, 2007
Improving the Customer Experience - Little Things
Improving your customer's experience may only take minor changes and they may not cost any money.
I was reflecting on my round trip journey from Los Angeles to Ft. Lauderdale on Spirit Airlines and the first thing that popped into my mind was "having the pilot greet the passengers in a friendly voice." Maybe they do this but it didn't happen on the return flight (the first leg was overnight so I'm glad they didn't do this).
Somewhere they could put up a sign, or have the gate crew, flight attendants say "we're glad you're here." It would give personality and show the traveler "hey, we're glad you chose to fly with us" -- instead of running the risk of becoming a "flying bus company" - a phrase I remember from years ago when a woman lost her luggage on the old People's Express airline.
Look, people fly Spirit Airlines because they want to get to a specific destination at a really low cost. They're cheap - or maybe it's out of necessity. But the airline could do little things to say "thanks."
Yes, there are little ways to show customers you value their relationship with you and it won't cost you any money. But it could boost your income.
A Tip (or Question) for You
Can you name 1 or 2 things you could do to improve your customer's experience that won't cost you money and will not add time to your day?
I was reflecting on my round trip journey from Los Angeles to Ft. Lauderdale on Spirit Airlines and the first thing that popped into my mind was "having the pilot greet the passengers in a friendly voice." Maybe they do this but it didn't happen on the return flight (the first leg was overnight so I'm glad they didn't do this).
Somewhere they could put up a sign, or have the gate crew, flight attendants say "we're glad you're here." It would give personality and show the traveler "hey, we're glad you chose to fly with us" -- instead of running the risk of becoming a "flying bus company" - a phrase I remember from years ago when a woman lost her luggage on the old People's Express airline.
Look, people fly Spirit Airlines because they want to get to a specific destination at a really low cost. They're cheap - or maybe it's out of necessity. But the airline could do little things to say "thanks."
Yes, there are little ways to show customers you value their relationship with you and it won't cost you any money. But it could boost your income.
A Tip (or Question) for You
Can you name 1 or 2 things you could do to improve your customer's experience that won't cost you money and will not add time to your day?
Thursday, July 5, 2007
Customer Service, Airlines and Spirit Airlines
Low-cost airlines have a niche serving markets where large carriers won't readily fly.
Low-cost airlines show how air travel is now a no-frills customer experience. You get where you're going, safely, but don't expect extras - unless you want to pay.
And, low-cost airlines prove you cannot have both price and a premium experience.
I just traveled Spirit Airlines round trip from Los Angeles to Ft. Lauderdale, Florida. The Airbus A-319 was new and clean as Spirit Air claims to have the youngest fleet in the U.S.
Seats
The seats were comfortable but with our infant grand-daughter traveling on our lap, my bottom and my wife's bottom got quite sore on the 4 1/2 hour flight. They didn't recline more than two inches making it difficult to sleep on the overnight flight we took going. The headrest did have a built-in pillow to keep your head relaxed but it could have leaned back further without cutting into the leg room of the passenger behind.
Snacks and Drinks
This is where you see the major changes in service. I'll have to go back and check what we paid for our tickets. They were low-cost but we could have gotten similar prices on major airlines when we purchased through Orbitz. You pay $6 for mixed drinks and $5 for beer. Okay. No problem since I rarely drink and my wife never drinks. When she does she shivers . . . alright, enough of that.
But you also pay . . . $1 for soda. And, soon, you'll be paying for bottled water according to the flight attendant.
Food? Do you like chips? Are you willing to pay for chip-style snacks?
The days of being pampered on an airline have flown right out the window faster than a Concorde.
Flight Attendants - People "Touching" the Customers
There were 3 flight attendants and they were kept busy during the flight.
Did you know flight attendants are not paid when the airplane is sitting on the tarmac? A friend told this to me and one of the Spirit Airlines flight attendants told us the same thing. He said the flight attendants even get charged for luggage just like the regular customers.
I thought to myself, "is it a labor of love to be a flight attendant?"
The Little Things
On the evening flight back to L.A., the pilot never came on the intercom to say "hi" or converse with the passengers. Not even shortly after takeoff to give the cruising altitude and our flight path. Since I don't fly often, maybe this is an extra that the pilots no longer provide.
But we did check a stroller through both ways and the people who brought the stroller to the jetway were helpful and considerate.
Tips (and Questions) for You
What is your business model? Spirit Airlines reminds me of BMI in Great Britain which we flew from London to Brussells in 2005. You get there safely but you're a paying customer and you're paying for a safe flight.
Do you say you'll offer a premium service for your clients? If so, can you afford to do so?
Do you offer a low-cost experience for your customers? If so, are they expecting this?
How do your employees who interact the most with the customers feel about their employment and positions? How are they motivated to offer excellent service?
The experience you offer to your customers does matter in your pricing structure and their expectations.
Do you want an Apple iPhone? Then you'll pay for the experience and the cost to support the technology and service. Do you want to fly cheaply from LA to Ft. Lauderdale? Don't expect the luxury days of air travel.
Overall, Spirit Airlines got me there and back.
Low-cost airlines show how air travel is now a no-frills customer experience. You get where you're going, safely, but don't expect extras - unless you want to pay.
And, low-cost airlines prove you cannot have both price and a premium experience.
I just traveled Spirit Airlines round trip from Los Angeles to Ft. Lauderdale, Florida. The Airbus A-319 was new and clean as Spirit Air claims to have the youngest fleet in the U.S.
Seats
The seats were comfortable but with our infant grand-daughter traveling on our lap, my bottom and my wife's bottom got quite sore on the 4 1/2 hour flight. They didn't recline more than two inches making it difficult to sleep on the overnight flight we took going. The headrest did have a built-in pillow to keep your head relaxed but it could have leaned back further without cutting into the leg room of the passenger behind.
Snacks and Drinks
This is where you see the major changes in service. I'll have to go back and check what we paid for our tickets. They were low-cost but we could have gotten similar prices on major airlines when we purchased through Orbitz. You pay $6 for mixed drinks and $5 for beer. Okay. No problem since I rarely drink and my wife never drinks. When she does she shivers . . . alright, enough of that.
But you also pay . . . $1 for soda. And, soon, you'll be paying for bottled water according to the flight attendant.
Food? Do you like chips? Are you willing to pay for chip-style snacks?
The days of being pampered on an airline have flown right out the window faster than a Concorde.
Flight Attendants - People "Touching" the Customers
There were 3 flight attendants and they were kept busy during the flight.
Did you know flight attendants are not paid when the airplane is sitting on the tarmac? A friend told this to me and one of the Spirit Airlines flight attendants told us the same thing. He said the flight attendants even get charged for luggage just like the regular customers.
I thought to myself, "is it a labor of love to be a flight attendant?"
The Little Things
On the evening flight back to L.A., the pilot never came on the intercom to say "hi" or converse with the passengers. Not even shortly after takeoff to give the cruising altitude and our flight path. Since I don't fly often, maybe this is an extra that the pilots no longer provide.
But we did check a stroller through both ways and the people who brought the stroller to the jetway were helpful and considerate.
Tips (and Questions) for You
What is your business model? Spirit Airlines reminds me of BMI in Great Britain which we flew from London to Brussells in 2005. You get there safely but you're a paying customer and you're paying for a safe flight.
Do you say you'll offer a premium service for your clients? If so, can you afford to do so?
Do you offer a low-cost experience for your customers? If so, are they expecting this?
How do your employees who interact the most with the customers feel about their employment and positions? How are they motivated to offer excellent service?
The experience you offer to your customers does matter in your pricing structure and their expectations.
Do you want an Apple iPhone? Then you'll pay for the experience and the cost to support the technology and service. Do you want to fly cheaply from LA to Ft. Lauderdale? Don't expect the luxury days of air travel.
Overall, Spirit Airlines got me there and back.
Sunday, July 1, 2007
iPhone video
Apple, iPhone video. I clicked this iPhone demo video, link below, for the "small" and it loaded just fine. Users are saying it will take about a week or more to get used to it.
Apple expects to sell about 3-million iPhones in the last half 2007 and sell another 10,000,000 in 2008.
Attention: if you've bought an iPhone, or you know anyone who purchased an iPhone, I'd like to interview you for this blog and know your experience and review.
iPhone
Apple expects to sell about 3-million iPhones in the last half 2007 and sell another 10,000,000 in 2008.
Attention: if you've bought an iPhone, or you know anyone who purchased an iPhone, I'd like to interview you for this blog and know your experience and review.
iPhone
Friday, June 29, 2007
Apple iPhone, iTunes - Personal Experience
I don't use an iMac and if you read my post on the iPhone you know I'm not camping out anywhere to buy one. I've never debated Mac vs PC, etc. etc. So I guess I don't use Apple products.
Wait.
iTunes! Yeah, that's right. I started a couple of months ago and I really like the convenience, my ability to make a selection - it puts me in control - and the selection.
Funny how those are the same comments I hear from people who shop at Home Depot stores (except iTunes doesn't have lines).
So Apple had its dip as a corporation. But they've developed customer loyalty through experiences. Here is a quote I found on a longer article titled 10 Things We can Learn from Apple. It was posted by Richard Ziade:
"Understand the total experience . . . Apple is an experience company. Imagine your iPod without iTunes. By ignoring that separation and focusing on solving real problems in a cohesive way, they [Apple] obliterated the portable music market."
Now, let's boil it down to the real world.
Tips and Questions for You
This week, I posted about:
Holdon Log and Actor Track - there's a specific purpose for the products, geared toward a specific market (performers - who don't have lots of discretionary income)
we read about a computer franchise that communicates well with the customers, and prices services competitively.
Real estate agent Chrisia Simkovich, in an earlier post, will help sellers or buyers find a cleaning service, day care, kennel care for pets, in an effort to make their lives easier.
Each one gives the businesses give users a positive experience and solves a problem or need.
I hope these questions allow you to evaluate your effectiveness in what you offer - and ultimately - leads to greater profitability.
Wait.
iTunes! Yeah, that's right. I started a couple of months ago and I really like the convenience, my ability to make a selection - it puts me in control - and the selection.
Funny how those are the same comments I hear from people who shop at Home Depot stores (except iTunes doesn't have lines).
So Apple had its dip as a corporation. But they've developed customer loyalty through experiences. Here is a quote I found on a longer article titled 10 Things We can Learn from Apple. It was posted by Richard Ziade:
"Understand the total experience . . . Apple is an experience company. Imagine your iPod without iTunes. By ignoring that separation and focusing on solving real problems in a cohesive way, they [Apple] obliterated the portable music market."
Now, let's boil it down to the real world.
Tips and Questions for You
- What is the "experience" or real world problem you're solving through a product or service?
- How will your clients or customers benefit?
- What is in it for them?
- Why would they tell someone else about your product or service?
- What do you say about your product or service?
- If you write a blog or Web site, your product, what "experience" will readers have? What will they take away that benefits them?
This week, I posted about:
Holdon Log and Actor Track - there's a specific purpose for the products, geared toward a specific market (performers - who don't have lots of discretionary income)
we read about a computer franchise that communicates well with the customers, and prices services competitively.
Real estate agent Chrisia Simkovich, in an earlier post, will help sellers or buyers find a cleaning service, day care, kennel care for pets, in an effort to make their lives easier.
Each one gives the businesses give users a positive experience and solves a problem or need.
I hope these questions allow you to evaluate your effectiveness in what you offer - and ultimately - leads to greater profitability.
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