Kamu Ada Dimana?

Lelaki itu memandang rembulan berjubah mega
berselimut tipis menghijab wajah nan merona
Ada ombak berdesir manja
Ada samudra membentang asa
:kamu dimana ?

Perempuan itu menatapi jam tangannya
hidangan di depan matanya menunggu doa
Ada kucing yang mondar-mandir menikmati harumnya aroma
Ada gelisah merambat dalam detak tanya
: kamu dimana?

Sepasang lelaki dan perempuan itu dalam perahu memperhatikan air lautan
deras laju mengusik rangkaian cermin masa depan
Ada keindahan cahaya bulan dalam ombak yang tenang
Ada kegaduhan dan ketakutan dalam tsunami samudra kehidupan
: lantas, kamu ada dimana?

Terbitkan Entri

May this New Year bring us more happiness and success

Taqabalallahu minna wa minkum, selamat Idul Fitri 1430H, mohon maaf lahir dan batin

Taqabalallahu minna wa minkum, selamat Idul Fitri 1430H, mohon maaf lahir dan batin

7 Ways to Move Your Customers from Satisfied to Loyalty

Forget the customer satisfaction surveys. When it boils down to determining customer loyalty, there are only two questions that you need to ask your customers:

"Will you do business with us again?"
"Will you recommend our business to others?"

If your customers answer "yes" to these questions, thank them profusely. They've just saved your company a fortune in marketing.

If your customers answer "no" to the questions, immediately ask them, "Why not?" Then, follow up with a more important question, "What could we have done differently?" Are your customers telling you that everything is fine, implying they are satisfied? If so, you may have a problem, because 65-85% of customers who say they are satisfied, actually switch to the competition.

Satisfied customers are neutral. They're keeping one eye on the road to see if someone out there will give them better value for their money. Don't settle for satisfied customers if you want to stay in business and secure your job.Here are 7 ways to move your customers from satisfied to loyal:

1. View every customer interaction as a golden opportunity.
Every interaction you have with a customer gives you the opportunity to strengthen the loyalty bond. Your customers are measuring how they are treated by every employee who provides any service. These contacts can be face-to-face, by telephone, by email and even by other written communication.

2. Deliver more than your customer expects.
Be very realistic when making even the smallest promises to your customers. In other words, don't promise anything you are not absolutely sure you can deliver. Then, take your service one step further to surprise your customers. For example, call your customers back just to thank them for giving you the opportunity to handle their service requests.

3. Greet every customer like a special friend.
Customers are thrilled when they deal with service providers who seem genuinely glad to work with them. Your whole face needs to light up with joy when they walk through the door. Greet them quickly and sincerely. If you are on the telephone, don't forget that your customers can hear a "smile" in your voice. Remember, you are talking to another person, not a headset. Even the tone of your customer email messages needs to sound friendly and gracious.

4. Ask your customers detailed questions about what they like and dislike.
Invite feedback by asking your customers to tell you how they felt about their service experience. Rather than reading from a survey or a script, simply chat with your customers and ask them what they like and dislike about doing business with you or your company. Ask open-ended questions that encourage their suggestions for improvements. For example, "Mr. Schmidt, I'd love to hear your thoughts and ideas on how we can make it even more fun to do business with us."

5. Make your customers feel important.
Feature your key customers in the company newsletter or, with permission, post their comments on your website. Introduce them to other employees when they come in to do business. Notice and acknowledge their accomplishments. For example, when one of my clients was featured in a local magazine. I purchased a copy of the magazine, attached a hand-written congratulations note and mailed it to him.

6. Communicate with your customers frequently. Stay in touch with your customers. Be proactive in keeping them posted about the status of their order or complaint resolution. Send them birthday and holiday greeting cards. Pick up the phone and call just to say, "Hello." Make sure there are no strings attached such as a sales pitch.

7. Reward your customers for their loyalty.
Don't ever take your regular customers for granted. Frequently remind them that they are genuinely appreciated. Extend a loyal customer discounts or waive small fees such as shipping expenses when they place their next order. Send them hand-written "thank you" notes that include a small gift such as a pen, gift card or calendar.

Vendors are customers, too. Treat the people who provide you with products and services with the same respect you treat your paying customers.

"Everybody can be great... because anybody can serve. You don't have to have a college degree to serve. You don't have to make your subject and verb agree to serve. You only need a heart full of grace. A soul generated by love."
~Martin Luther King, Jr.

source :Debra Schmidt [newsletter@loyaltyleader.com]

Entahlah, Kenapa Prita...

Entah, kenapa Tuhan berikan sakit itu pada Prita
Entah, kenapa Agustus 2008 itu kakinya melangkah ke sana

RS International megah ada indikasi memberikan diagnosis yang berubah
sehingga ia ngotot minta hasil rekam medisnya
namun, mereka tak jua memberikan hak yang dipinta
keluh kesahnya melalui email ke rekan sejawat menjadi petaka

Entah, kenapa mereka itu meradang menerima keluhan
Tidak cukup hak jawabnya di koran sebagai bantahan
Dilanjutkan! ke ranah hukum karena pencemaran
Lebih cepat lebih baik bila ibu muda ini dibui di lembaga pemasyarakatan

Entah, kenapa hukum tak berhati nurani
menyuarakan hak yang berujung ke terali besi
seolah telah mati toleransi komunikasi di negeri ini
jangan..jangan lagi terjadi...

Prita, sang malaikat yang malang
kepiluan dalam dunia layanan pelanggan yang makin tak terkesan
menyeruak dalam kisah arogansi kekuasaan
semoga membuka mata hati kesadaran...
hukum bukanlah akhir dari segala kebenaran...
semoga ada jalan keluar dan hati nurani menemui keadilan...

Take the Loyalty Leader Self-Assessment: Are You Delighting Your Customers?

Each of us has the opportunity every day to build loyalty by exceeding the expectations of our internal and external customers. Caring, personalized service builds positive relationships, one customer at a time. Because this type of service is rare these days, customers are delighted when they receive it, and their loyalty to the company grows. Take this short quiz as a self-assessment to see if you are delighting your customers:

1. I understand that my co-workers are also my customers and that we are all part of a customer service chain. True False
2. I take ownership of my customers’ problems and do everything possible to avoid having to transfer their call to another area. True False
3. I use my customer's name in every conversation. True False
4. I listen very carefully to what my customers are telling me, so I can clearly understand their needs and feelings. True False
5. When my customers are upset, I sincerely try to empathize with their concerns and try to put myself in their place. True False
6. I always assume that my customers are being honest. True False
7. I try to be flexible to meet the needs of my customers. True False
8. I try to do what is best for my customers, not what is easiest for me. True False
9. I look for ways to build loyalty even when I can't provide the service that my customer has requested. True False
10. When I need to transfer my customer’s call to another area, I contact the other employee and explain my customer’s problem so they do not need to repeat it. True False
11. I follow up with every customer who was upset or had a complex problem. True False 12. I stop what I’m doing to actively listen when co-workers or customers are speaking to me. True False
13. I follow up with co-workers to let them know the outcome of the service they started and needed to send to me for completion. True False
14. I add my personal “signature” to every customer interaction. True False
15. I look for ways to spread a positive customer service spirit. True False
16. I ask myself with every customer, "If this were me, what would I expect?" True False 17. I always thank my customer for calling, no matter what the service request. True False 18. I take time to explain all information carefully, without using jargon or assuming that the customer understands the details of our business. True False
19. I take time to explain all information carefully, without using jargon or assuming that the customer understands the details of our business. True False
20. I frequently compliment my co-workers for a job well done--in front of other people. True False
21. I make a sincere effort to remember personal details about my customers such as birthdays, children's names, their jobs and accomplishments. True False
22. I treat my customers with respect and do not become defensive, even when they are angry. True False
23. I understand that my customers’ time is extremely valuable, so I do everything to provide them with fast, seamless service. True False
24. I am willing to go the extra mile for each of my customers to delight them with service that exceeds their expectations. True False
25. I look for opportunities to thank my customers every chance I get. True False

If you had 20 to 25 'True' responses, CONGRATULATIONS! You are consistently delighting your customers and building customer loyalty.
If you had 15 to 19 'True' responses, you're on your way and you have an opportunity to improve your service skills.
If you had fewer than 15 'True' responses, you may need some extra customer service skill coaching.

Today, customer service is more important than ever before. Do your employees have the skills and tools they need to provide unforgettable service? Exceptional customer service is the only way to build loyalty and boost your profits. But the quality of service is only as good as the employees who deal with the customers.

source: Loyalty Leader Quick Tips - Issue #314 - "Loyalty Self-Assessment: Are You Delighting Your Customers?"

"Nature has given us two ears, two eyes, and but one tongue-to the end that we should hear and see more than we speak."
~Socrates