Category Archives: Business

A Philosophy Named CUSTOMER SERVICE – How to Refine it and Maintain It

by James D. Roumeliotis

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to Yahoo BuzzAdd to Newsvine

Service in an exclusive boutique with a smile

Much is touted by companies about CUSTOMER SERVICE but surprisingly only a few actually deliver on their promises. At the outset, it appears that many lack a vital customer relations policy. Inadequate staff training amongst other factors further aggravates the problem.  Picking up the telephone and calling certain companies, for example, can sometimes lead to an exasperating experience. People love to hate the phone tree experience where you have to go through a maze of menus until you eventually get to speak to a human – assuming you’re lucky. It shouldn’t have to be that way.  How a customer is dealt with is a reflection of the brand – the image of the company in the consumers’ mind.

“Customer service is a philosophy that starts with how a company or individual demonstrates their behavior in service and product,” says Marvin Sadovsky, founder of Leadership Strategy LLC and author of Selling the Way Your Customer Buys.

The organization may call its division “customer relations”, “customer experience”, or other fancy designation.  No matter what’s decided to label it, its focus will be primarily on serving the customer. Yet, it won’t make a difference if its executives/owners all the way down to those directly involved with clients, are not on the same wavelength. They all ought to be committed. This applies for business-to-consumer, as well as business-to-business markets, product or service industries.

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to Yahoo BuzzAdd to Newsvine

YOU CAN READ THE REMAINDER OF THIS SUBJECT MATTER IN THE BOOK “ENTREPRENEURIAL ESSENTIALS: UNCONVENTIONAL BUSINESS WISDOM AND BOLD TACTICS

For a no obligation FREE preview (2 chapters), kindly click here.

2 Comments

Filed under 1, Business

Yachting Industry’s Sea Change Amid the Credit Crisis

Viewpoint by James D. Roumeliotis, founder and former president of East Med Yachting Partners (Greece | Turkey)

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to Yahoo BuzzAdd to Newsvine

From the looks of today’s new mega yacht order book and the high attendance numbers at last September’s Monaco Super-yacht Show, one would immediately dismiss the notion that the upper social classes have been spared by the global economic crisis. In fact, the ultra rich have also been vulnerable and begun to reduce spending as they fret over their shrinking investment portfolios. Not immune in the luxury domain are other categories such as premium cars, supreme watches and the like. Yet for boat yards, they appear to be somewhat affected compared to a year ago.

A recent survey in the U.S. shows that Americans are cutting off purchases of luxury goods, and this is true especially for the ultra affluent. For instance, the owner of the 14 guest, six stateroom “Alibella”, a 50 meters (164 feet) luxury yacht, is keen enough to offer a discount of ten million Euros to a buyer ready to do the transaction in less than a month. “Alibella” is considered a modern day yacht in a class of its own with high-end finishing and a helicopter landing pad. The discount reduces the cost of the yacht to 24.5 million Euros. It is one of the many mega yachts that have seen their price decrease following the explosion of the U.S. mortgage sub-prime’s crisis which has rapidly spread beyond its borders, including the start of the economic recession. The situation is such that there are also an unusual number of second-hand yachts available these days at substantial discounts.

Of oligarchs and petrodollars
Not surprisingly, in recent times, the major clients who have contracted the significant number of new custom made behemoth water crafts have been Russia’s oligarchs and Arabs from the oil producing Gulf states. The former have accounted for about 18 percent of new mega yacht purchases. At present, the signs are proving that both the American and European upper classes, in addition to their Indian and Asian counterparts, have taken a more conservative view and have restrained themselves from elaborate purchases at least until the world economy regains vital momentum.

Size matters
The size of the yacht seems to have an impact with regards to the categories that have been hit the most during these recessionary times. Vendors say they expect sales to continue to shrink at the lower end of the market as many small and midsized boat owners bought them with borrowed money and some secured on residential property. In many cases the value of these loans now exceeds the value of the assets. But the super-yacht industry, which is not dependent on financing, is stronger than it has ever been before. Figures released by Camper & Nicholson, an international yacht brokerage firm, showed that new orders for super-yachts had grown 18 percent in 2008. Today the average super-yacht category is pushing 190 feet (60 meters), with some as long as 450 feet (137 meters).

Modesty replacing ostentation – for now
Nowadays it is considered impolite to boast your excesses and that includes your floating toys. It seems distasteful at a time when most are struggling to cope with the economic meltdown. Splurging, which may be viewed today as synonymous to greed, coupled with fear of the unknown in the world financial markets, has simmered making a “look at me/mine” statement a current taboo.

Anticipating the comeback of the high flying seas
When the dust eventually settles the yachting industry should be returning to its allure, though, in a more sedate mode. The “nouveau riche” will resume purchasing but to a lesser extent than ever before and possibly consider the fractional ownership or charter route as options. We can’t dismiss the fact that yachting is what it is: a product and activity reserved for the well heeled. There will always be a new crop of willing and able buyers who will have the desire to own a floating asset. Be as it may, boat builders and dealers are understandably nervous but are determined to weather the turbulence. In this case, patience and tenacity will warrant being meaningful beyond a doubt.

CAN ALSO BE READ IN THE MAGAZINE WHERE IT WAS PUBLISHED AT:  www.cremedelacremeoman.com/jan-issue.pdf

YOUR VIEWS ARE WELCOME

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to Yahoo BuzzAdd to Newsvine

3 Comments

Filed under Business

Branding Strategies for a Fundamental Differentiation

by James D. Roumeliotis

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to Yahoo BuzzAdd to Newsvine

Most businesses have an opinion on what branding constitutes, though how do you go about standing-out apart from similar product or service categories? Let us begin the thought process on this issue by first looking at what the word “Branding” is defined as in the Cambridge English dictionary. “Branding” is “the act of giving a company a particular design or symbol in order to advertise its products and services.” Sounds very simplistic. However, we know that it takes plenty of thought, creativity and flawless execution to truly define a brand which radiates externally to produce notable customer experiences. A brand is essentially an intangible asset which is injected with personality – values that consumers like and can relate to. Moreover, a cleverly created and executed branding strategy develops an intangible association with consumers

Defining the Brand
We start with the idea of what we want the product, service and its respective company to be perceived as. What do you want it to represent? Specifically what category does it belong to that will be in the consumers’ mind? Defining your target market too will help to strengthen the brand’s effectiveness. Explain what your brand stands for and why it is better than the competition. This is where you execute your brand communications. Commonly used methods of brand communications include advertising, events, sponsorships, promotions, direct marketing, customer relationship management programs and public relations. In defining who your brand and your audience is, you create the foundation for all other components to build on. This requires a distinctive brand vision, positioning, personality and affiliation for the product/service. Those are crucial factors that will make it truly unique. Proper branding can also get you out of the commodity trap and attract value in terms of higher pricing.

Customer Experiences
This is what truly creates differentiation from mass and from competing brands. The key objective is to create a relationship of trust. The world’s powerful brands establish trust and friendship with their customers. They develop emotional capital, and gain passion. This is what makes them great. A brand’s image is how consumers perceive it and this may not be the same as how the owner wants it to be seen. It is important to note that without a premium product or service quality, a strong brand image is difficult to create.

Every customer contact (“touch points”) should be handled with the utmost care to ensure that the total brand experience a person has is consistent. This involves properly training and occasionally evaluating employee performance and when necessary, changing strategy, systems, technology, methods, services, products and even physical premises to produce a positive customer experience. Complacency should be replaced with continuous improvement.

Standing-out from the Crowd
Brands can’t stand out by blending in. They need to be distinctive, compelling, create buzz and call for action. Advertising in almost every industry appears to look the same. Visually distinctive brand features enhance customer recall and positively influence intent to purchase. “Advertising” creates attention and promotes an image and the brand. On the other hand, “Marketing” compels someone to buy. Since we’re constantly bombarded with advertising, it’s important to cut through the clutter. You only have one or two seconds to grab the attention of your intended audience. Compared to your competition, take an unusual approach by being first, different and bold in the way you create and deliver your message.
Marketing campaigns should have elements of:
 Imagination
 Mystery
 Memory

Whether a product or service is a luxury brand or falls into another category, it is how you stand out from the crowd that distinguishes you. Know your target audience, get inside their heads and understand how they think and feel. What are their fears, emotions and anxieties? It’s not just about demographics, it’s about neuro-psychology. Once you have this down pat, you then manage the brand consistently.

YOUR COMMENTS/OPINIONS ARE WELCOME.

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to Yahoo BuzzAdd to Newsvine

 

Leave a comment

Filed under Business

THE SEVEN KEY PRINCIPLES FOR BUSINESS SUCCESS – A Personal Belief Through Years of Practical Experience

Viewpoint by James D. Roumeliotis

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to Yahoo BuzzAdd to Newsvine

7 Key Principles of Biz Success

Forget the cynicism. Businesses exist solely to make money while serving a need. Profitability is everything and cash is king. In public companies, shareholder return is considered essential. Operating from this mindset determines and measures whether the business in question is a success. If an entrepreneur is to increase the chances of triumph from the outset, he/she should consider seven key principles. These keys have been forged in the fire of my personal experience based on long-term practice and common sense seasoned with a touch of academia.

1) A VIABLE PRODUCT OR SERVICE WITH THE RIGHT BUSINESS MODEL AND A PASSIONATE PERSON BEHIND IT
It should fulfill a need, offer a benefit, be innovative and differentiate itself. It’s also imperative that the entrepreneur is passionate about the product/service, empowers his/her staff, as well as practices/conveys business ethics. To excel in the business, the entrepreneur must have the right mindset and attitude. This includes drive, perseverance, tenacity, and an undying belief in himself/herself and the value he/she adds. Must also be willing to embrace the concept that he/she takes complete ownership for his/her results. He/She can’t blame the marketplace, the economy or the employees for failure. In the end, it’s the entrepreneur making the decisions.

2) CAPITAL
Critical and can vary depending on the size of the undertaking. Start your capital search with a good business plan that shows investors and lenders your company’s potential.   Furthermore, Take advantage of any government loan program created for start-ups.
Expect to realistically invest about 30% of your own money based on the total value of the project. Last but not least, cash-flow is the lifeblood of your business if you’re going to sustain the operation financially.

3) MARKETING & SALES
Advertise, publicize, be first, different, daring and memorable. Deliver on those promises and constantly remain customer focused.

Sales, on the other hand, is part of the marketing function.  It includes business development and account  management. Sales is crucial to business because it is the bottom line, whereas marketing is about getting a product known. However, at the end of the day, it’s about the need for a constant stream of new business which brings in the necessary cash flow.

4) PEOPLE
Don’t simply HIRE well educated and experienced people but most importantly MOTIVATED, dedicated, coachable and with interpersonal skills. Moreover, make certain that the people you hire fit-in with your corporate culture. Your organization should also foster an atmosphere of Innovation and creativity through leadership. Work for staff should be meaningful rather  than a chore. These conditions can’t help but breed success. Implement an orientation workshop for new recruits and an occasional training program – invest in your key employees.

5) SYSTEMS – STRUCTURE
Consider publishing an “Operations Manual” and continuously enforce its procedures.  Without any structure, the chances of failure increases. Everyone should be on the same page and embrace best practices for quality results with consistency.

6) STRICT INTERNAL FINANCIAL CONTROLS & CASH FLOW
Watch them closely, borrow wisely and don’t overspend. It doesn’t matter how much you have coming in if most of it is going out. Watch your financial ratios and yields (where applicable). The success of your business is, in many ways, measured by the bottom line. Even if you hired a full-time accountant, you would still need to have a fundamental knowledge of accounting, how it works, and how to apply its basic principles in order to run a flourishing business.

7) CONTINUOUS IMPROVEMENT,  INNOVATION AND SUSTAINED GROWTH
This is by no means a one-time event but rather an on-going process.

Innovation encompasses offering distinguished and improved solutions which meet or exceed market requirements and expectations from your customers ‒ whether offering a desirable product or upgrading a service experience.

Add to FacebookAdd to DiggAdd to Del.icio.usAdd to StumbleuponAdd to RedditAdd to BlinklistAdd to TwitterAdd to TechnoratiAdd to Yahoo BuzzAdd to Newsvine

CONTACT ME to request for the FREE slide presentation on “The Seven Key Principles for Business Success.”

______________________________________________________

1 Comment

Filed under Business