All entries tagged with “business”

Is Your Organization Celebrating Customer Service Week 2015?

customers happy.png

 

How do you plan to grow your business? With sales? Advertising?

You may be missing the one key factor that all thriving businesses are focusing on. Customer experience is becoming the most effective form of modern marketing with benefits including positive reputation, branding, credibility and inevitably, a healthy bottom line.

As part of this year's Customer Service Week, we asked our team members to reflect and share their most valuable tips for successful customer service. The Forum Events' Team offered some quality insight. "Always follow the Golden Rule," advises Kester Van Fleet, the Event Manager for the Facilities Management Summit, "treat customers and potential customers as you would like to be treated. Listen intently and respond politely." Event Coordinator Xavier Chance also adds, "The best tip I can give for the best customer service is to be yourself and be open to a myriad of personalities."

We're celebrating our organization's achievements this week, here's why you should be recognizing Customer Service Week 2015 too:

 

A typical company hears from 4% of it's dissatisfied customers. 

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Source: "Understanding Customers" by Ruby Newell-Legner

 

78% of consumers have bailed on a transaction or not made an intended purchase because of a poor customer experience.

Source: American Express Survey, 2011

 

On average, loyal customers are worth up to ten times as much as their first purchase.

Source: White House Office of Consumer Affairs

 

5-20 % = Probability of selling to a new prospect.

60-70 % = Probability of selling to an existing customer.

Source: Marketing Metrics

It takes 12 positive experiences to make up for one unresolved negative experience.

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Source: "Understanding Customers" by Ruby Newell-Legner

 

News of bad customer service reaches more than twice as many ears as praise for a good service experience.

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Source: White House Office of Consumer Affairs

 

It's 6-7 times more expensive to acquire a new customer than it is to keep a current one.

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Source: White House Office of Consumer Affairs

 

For every customer who bothers to complain, 26 other customers remain silent.

Source: White House Office of Consumer Affairs

 

3 in 5 Americans (59%) would try a new brand or company for a better service experience.

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Source: American Express Survey, 2011

 

This blog is part of Forum Events' recognition of Customer Service Week 2015. We recognize the excellent work of our employees and the importance of their everyday successes and dedication to customer service as part of the Forum Experience.

Customer Service Week is an annual weeklong recognition of customer service designed to boost morale, motivation and teamwork, reward frontline reps, raise companywide awareness of the importance of customer service, thank other departments for their support and remind customers of your commitment to customer satisfaction.

Be sure to thank your customer service peers this week as we celebrate Customer Service Week 2015 from October 5 - 9.

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Hiring a Veteran: The Benefits & Numbers


Today marks Veteran's Day, a national holiday to celebrate and honor the men and women who serve our country. Many companies understand the importance of hiring returning soldiers, and the benefits of government training and work ethic. For this reason, according to a study commissioned by JP Morgan, large-scale businesses, including AT&T, JPMorgan Chase and Verizon, have formed a coalition to hire 200,000 veterans by the end of this year.

The companies say that combined, they have hired more than 190,000 veterans and are now preparing to hire more than 200,000 by 2015. This news comes as the White House prepares to spotlight the unemployment rate among former service members – down from 2013, but still two percent higher than the national unemployment rate of 5.8 percent.

With more than 21.8 million veterans living in the United States, hiring a veteran is not only important to help re-establish our heroes in the workforce, but also to hire employees with a strong work ethic and specific skillset. 92 percent of veterans 25 and older have at least a high school diploma, compared to 86% of the total population. 26 percent of those veterans have at least a bachelor’s degree. They typically hold positions in public administration, transportation and utilities, manufacturing and retail.

While veterans make stellar employees, they are also successful business people, owning 9 percent of all US businesses and generating a combined $1.2 trillion, employing 5.8 million citizens.

Jobs typically filled by veterans are in the tech field where required skills include computer security, Microsoft SQL Server knowledge, electronic troubleshooting, security risk management, CISCO networking and program management. Common, in-demand tech jobs filled by veterans often include program manager, IT consultant, business development manager, systems engineer and field service engineer – all earning more than a $40,000 salary.

In 2011, Michelle Obama challenged employers to hire 100,000 veterans and military spouses by 2014 – employees that joined the initiative are Microsoft, Google, Honeywell, Southwest Airlines, Verizon, Home Depot, and of course JP Morgan Chase and AT&T. While companies continue to strive to lower the unemployment rate among our veterans, the benefits of hiring military personnel are obvious when valuing loyalty, reliable work ethic, motivated productivity and comprehensive communication skills.

 

 

Information from the United States Census Bureau.


Speed Dating Can Work for Businesses, Too!

There’s something oddly human about sitting across the table from someone. Maybe it’s the line between their brow, and their hunched shoulders that scream a lack of confidence or the attention to detail they spend on their ensemble, their tone and their enthusiasm. In just 7 seconds, you make a first impression, now, in business and love life, I’d say this means you better act quickly and accordingly!

Let’s speak hypothetically here. You’re on date number one following several days of flirty chit-chat over the phone. Fast forward – you’re now sitting across from a spicy, little number – sipping vintage cab and ordering an impressive meal. Half way through the conversation, red flags are flying left and right and you decide to skip dessert and miss the movie – never returning a call or text. A one-date wonder. 

The same goes for business relationships.

Appointment-based events challenge a traditional trade show in the sense that we are the speed-dating of business networking. At our events, you have meaningful meetings with potential clients or providers, and can decide if you are compatible. Where a trade show is an open networking event for shaking hands and making numerous connections quickly, we focus on establishing revenue-generating business relationships based on more than just a five-second "hi" and "bye."

Whether you’re communicating via e-mail, telephone conversations or even a brief hand shake at a trade show – you will not be able to evaluate the value and philosophy of a potential partner without engaging with them during a meeting.  

An appointment-based networking strategy allows you to gauge a company’s values and philosophy quickly and honestly. By meeting face-to-face, across the table from a highly respected representative of a company (only qualified attendees are invited), you are able to judge company-to-company compatibility.

Moving Quickly: The Second Date

You may decide you are in tune with one of the representatives you meet at an appointment-based event, which means you can move forward and re-connect with them during an additional networking activity over the two-days. Perhaps, you’ll choose to discuss a future business relationship during one of the many cocktail receptions, or over the Gala dinner. There are plenty of opportunities to strengthen your connections at the event during casual networking hours.

Similar Articles: 7+ Tips for Appointment-Based Networking
  Why Attend an Appointment-Based Event
  FM Summit Round Up

Forum Events hosts appointment-based events across ten industries in the United States. Our events connect attendees with solution providers based on their own personal needs and upcoming projects. The events attract a niche-market audience and draw a select pool of qualified buyers – all of whom share their company profiles with us. We then introduce these buyers to leading solution providers to make numerous quality connections in just two days. 'Above and beyond,' that’s our philosophy, so we host events at award-winning venues with upgrade after upgrade, suitable for our executive-level attendees.


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