Saturday, May 23, 2009

What Customers Really Want: Five Steps to Customer Loyalty

Find out how to attract and retain loyal customers in five easy steps..

Sales managers take note: when it comes to the sales experience, customers aren't comparing you to your competition alone. They're holding you up against the most outstanding service they've received anywhere. Whether they get wowed at a bank, a restaurant, or by a cell phone service provider, customers set their expectations by these pockets of excellence and will judge their experience with you by them.

"Figuring out how to attract and retain loyal customers is no simple task," acknowledge Chip Bell, senior partner of The Chip Bell Group, and John Patterson, president of Atlanta-based Progressive Insights. "However, there are five loyalty drivers that fit most customers most of the time." Here's a look at each of those five:

1. Include me. When you include customers in the sales and service experience, loyalty soars. "Help your customers feel like partners," say Bell and Patterson. They cite the retailer Build-a-Bear Workshop by way of example. At Build-a-Bear, customers don't simply choose a product, they make it. They stuff, sew, clean, dress, and create a birth certificate for the animal of their choice. Thus, the final result is not simply another stuffed animal - it's a creature of his or her own creation. By including the customer in the sales experience, Build-a-Bear Workshop has grown to more than 200 stores worldwide in less than a decade.

2. Protect me. Customers expect the basics. Just as customers take it for granted they'll have enough air to breathe, they assume your product is quality they can trust at a fair price with a painless buying experience. As Bell and Patterson point out, "If the plane lands in the right city, we do not cheer. But if it lands in the wrong city, we're upset." Get the basics right every time and you'll build a solid foundation of loyal supporters.

3. Understand me. "Great service providers are great listeners," say Bell and Patterson. "They know that unearthing the essence of a problem will point to a solution that goes beyond the superficial transaction." Make every customer contact person in your company a scout. Put a system in place that enables them to gather and capture customer intelligence so you can see trends, spot problems, and get early warning about concerns.

4. Surprise me. Remember opening a box of Cracker Jacks when you were a kid? You were probably more excited about the prize inside than the popcorn itself. Think about your own product or service - what can you do to create your own "free prize inside?" In other words, what can you do to wow your customers with something unexpected? These unforeseen moments of "wow" create lifelong customers who will tell others about their great experience with your organization.

5. Inspire me. When your sales reps exhibit the highest qualities of character, customers get inspired, and become loyal to your company. These qualities include taking pride in their work, putting the needs of the customer ahead of their own need to reach quota, and acting at all times in a manner that is fair, honest, and ethical. Customers respect and admire people and companies who exhibit these traits, and they will keep coming back for more.

About the Author

Judi Hess is head of Customer Perspectives. If you’d like to talk about ideas for your mystery shopping program, visit customerperspectives.com or call 1-800-277-4677 or email marketing@customerperspectives.com.

Friday, May 22, 2009

Indians Fighting In Swat

Warning: Explicit & Disturbing Pictures

Pictures below contain nudity and are gruesome.

Please do not proceed beyond the written description if such material is offensive to you.

By Zaid Hamid And Ahmed quraishi

Wednesday, 20 May 2009.

WWW.AHMEDQURAISHI.COM

ISLAMABAD, Pakistan—Pictures of Uzbek and Gurkhas non-Muslim militants killed during the Pakistani military sweep of the Swat Valley. These exclusive pictures show that they are uncircumcised. Their facial features prove they could be Gurkha fighters whom the Indian and the British militaries use to fight in mountainous regions. The Americans have also hired some of them. The pictures also show that some of theses killed terrorists could be Uzbeks from Abdul Rasheed Dostom’s murderous militias in Afghanistan that are allied with the U.S. occupation army and Kabul’s puppet government.

The question that arises here is this: Why is the Pakistani military’s media arm, the ISPR, not releasing these pictures to the Pakistani media? This is the biggest proof that Indians are not only sending trained butchers and terrorists from Afghanistan disguised as Taliban to kill Pakistanis, but there are actual Indians fighting within the ranks of this so-called Pakistani Taliban in Swat?

Is the Pakistani military afraid of the pro-U.S. government in Islamabad and does not want to cross the line? It is the responsibility of Mr. Rehman Malik, the Federal Interior Minister, to bring such evidence to the notice of the President, the Prime Minister, and the Foreign Minister so that the elected government could raise this issue with the United States and NATO and take a stand on the reason why these supposed allies of Pakistan are letting Afghanistan be used as a base for anti-Pakistan activities, especially by the Indians and their paid agents in the Kabul government. So why is this not happening? And why is Pakistan letting the United States and its allied government in Islamabad get away with the murder of Pakistanis at the hands of terrorists sent from Afghanistan?

The pictures are posted below. [PLEASE SKIP THIS IF YOU ARE OFFENDED BY NUDITY OR GRUESOME IMAGES].

If the pictures don’t appear here, please click here to watch them at the PakNationalists forum.

Sunday, May 17, 2009

How a President of a poor country spends a night in DC

Rs 410,000 per night for a room in Washington!

Image removed by sender.

Image removed by sender.

Image removed by sender.

The News - Monday, May 11, 2009
By our correspondent

WASHINGTON: Inter-Services Intelligence (ISI) chief Lt-Gen Ahmed Shuja Pasha, Intelligence Bureau (IB) Director General Dr Shoaib Suddle and Interior Minister Rehman Malik, who all needed top security in Washington, were not given a room on the ultra-protected presidential 6th floor of the Willard Intercontinental Hotel in Washington during President Asif Ali Zardari’s stay. But his security detail of three sepoys, two lance naiks, one Hawaldar and several other officers below the rank of lieutenant general were lodged on the same floor, said a document published by the Pakistan embassy on the visit.

President Zardari stayed in the $5,000 per night (approximately Rs 410,000) presidential suite, while PPP Chairman Bilawal Bhutto Zardari was given a separate suite, which cost $2,600 per night.

Responding to a journalist’s question, a Pakistan embassy official said Zardari’s stay was the cheapest as compared with the past rulers, who spent much more money while staying in hotels in Washington. Moreover, he said, this was the requirement of the hotel that the president should stay at the 6th floor because of security concerns.

He said if other members of the president’s delegation would have been accommodated in another hotel, that would have been objected to by the critics as discrimination. He said the president had come to the sole super power of the world to improve bilateral ties. He said what was spent on the stay of Zardari and his entourage at the hotel matters nothing in view of the gains that this trip had made for the country.

No one without an official security badge (clearance pin) could enter the 6th floor, while entry to other floors was open. The official media team was included in the 62-member delegation of Zardari, but many other journalists were also in Washington at government expense.

A total of 26 rooms were available on the 6th floor (listed rates between $350 and $900 per night) while on the 5th floor, all ministers and the ISI and IB chiefs were accommodated. A total of 22 rooms were listed for the delegation on this floor (same rates as on the 6th floor). A media centre was set up in two lounges — Holmes and Hughes rooms. One room was given free of charge by the hotel as a group discount.

The list of the president’s delegation, published by the Pakistan embassy, gave details of officials of the Foreign Office and other departments, personal staff, security staff and media team.

President Zardari and Bilawal were first and second on the Pakistan embassy’s list. Other officials listed in the order included: Shah Mehmood Qureshi (foreign minister), Nazar Muhammad Gondal (food and agriculture minister), Rehman Malik (interior minister), Qamar Zaman Kaira (information minister), Salman Faruqui (secretary-general to the president), Shaukat Fayyaz Ahmed Tarin (adviser to the prime minister on finance), Farahnaz Ispahani (MNA), Kamal Majidullah (special assistant), Lt-Gen (retd) Syed Athar Ali (secretary defence), Farhatullah Babar (spokesperson for the presidency), Dr Shoaib Suddle, Lt-Gen Ahmed Shuja Pasha, Zafar Altaf (PARC chairman) and Ghulam Murtaza Solangi (Radio Pakistan DG).

The personal staff included: Maj-Gen Tasawwar Hussain (personal physician to the president), Brig Mian Muhammad Hilal Hussain (MS to the president), Cdr Amir Saeed (acting deputy MS), Sqn Ldr Malik Jalal Farooq (ADC to the president), Saifullah (protocol assistant) and Mushtaq Ahmed (valet).

The security staff of 10 people included: Brig Muhammad Iftikhar Mansoor (DG security), Lt-Col Babar Mumtaz (chief security officer of the president), Lt-Col Adil Rehmani (security officer), Gul Khan Bhounar (security officer), Hav Muhammad Jamil (security officer), Lance Naik Gul Zameen (security officer), Sepoy Tahir Azam (security officer), Lance Naik Abar Ali (security officer), Muhammad Habib Sultan (security officer) and Sepoy Sajid Hussain Shah (security officer).

The officials from the Foreign Office included: Attiya Mehmood (addl secretary Americas), M Haroon Shaukat (addl secretary Afghanistan and ECO), Nasir Ali Khan (ambassador at large), Ghalib Iqbal (chief of protocol), Ameer Khurram Rathore (FMO director), Muhammad Amjad Aziz Qazi (deputy chief of protocol), Imran Ali Chaudhry (director Americas), Adeel Ahmed Khan (protocol officer) and Nadeem Hotiana (DPIO).

The officials from other departments included: Khurshid Anwar Butt (joint DG/in-charge Advance Security Team), Malik Zahoor Ahmed (NAPHIS DG), Rashid Bashir Mazari (interior joint secretary), Col Hammad (staff officer), Ashiq Saleem (Advance Security Team), Muhammad Sajjad Haider (FIA deputy director), Muhammad Farhan Zahid (SP/ICT) and Abdul Majid Aasi (NCMC AD).

The official media team included: Shazia Sikander (PTV reporter, team leader), Salahuddin Malik (PTV cameraman), Abdul Ghaffar (PTV engineer), Syed Anwarul Hasan (PTV reporter), Khurshid Naqvi (PTV cameraman), Anwar Naseem (PTV engineer), Muhammad Tariq (PID photographer), Syed Adnan Ali Rizvi (PID photographer), Javed Akhtar (APP director news), Ilyas Chaudhry (APP reporter), Tariq Hameed (APP cameraman), Zain Ali Javed (APP engineer) and Fakhar Abbas Qamer (Radio Pakistan).

The Pakistan embassy booklet revealed that Zardari stayed in the Thomas Jefferson Suite (Room No 610, nearly 3,000 square feet, listed rate US$4,199 per night plus $608 tax) and Bilawal took the Abraham Lincoln Suite (Room No 605, 1,425 square feet, listed rate US$2,299 per night plus $333 tax) of the Willard Intercontinental Hotel at Pennsylvania Avenue, respectively. These suites are on the 6th floor.

Others who stayed on the same floor included: Mr and Mrs Husain Haqqani (Room 612); Kamal Majidullah, special assistant to the prime minister on water resources, (Room No 626); Lt-Gen (retd) Syed Athar Ali, secretary defence (Room No 624); Farhatulah Babar (Room No 622); Zafar Altaf, PARC chairman, (Room No 641); Murtaza Solangi (Room No 642); Maj-Gen Tasawwar Hussain (Room No 616); Brig Mian Muhammad Hilal Hussain (Room No 614); Cdr Amir Saeed (Room No 618); Sqn Ldr Malik Jalal Farooq (Room No 600); Saifullah (Room No 630); Mushtaq Ahmed (Room No 619); Brig Muhammad Iftikhar Mansoor (Room No 623); Lt-Col Babar Mumtaz (Room No 625); Lt-Col Adil Rehmani (Room No 628); Gul Khan Bhounar (Room No 601); Hawaldar Muhammad Jamil and Lance Naik Gul Zameen (Room No 627); Sepoy Tahir Azam and Lance Naik Akbar Ali (Room No 629); Sepoy Muhammad Habib Sultan and Sepoy Sajid Hussain Shah (Room No 631); Attiya Mehmood (Room No 626); M Haroon Shaukat (Room No 632); Ghalib Iqbal (Room No 620); and Muhammad Amjad Aziz Qazi (Room No 634). The ISI DG got Room No 523 on the 5th floor. The IB DG was in Room No 528 and Ministers Shah Mehmood Qureshi in Room No 510, Nazar Muhammad Gondal in Room No 515, Rehman Malik in Room No 500, Qamar Zaman Kaira in Room No 544 and Shaukat Tarin in Room No 508.

The Capital Suite (Room No 640) was reserved for presidential meetings. Rooms 643 and 644 were taken by the Pakistan embassy as the camp office. Other than these 62 members of the presidential delegation, several members of the private media were also in Washington at government expense. They stayed at different hotels and travelled separately, but were paid by the government to cover the visit.

Saturday, May 16, 2009

Terrorism, Islam and Pakistan: The Fault-Line

summary: talk about an apology! the writer would have us believe that Islam is simply all about innocence and peace, the reader to accept his work without research and analysis (neither allowed nor permitted in Islam) - the truth is that Islamic violence, terror and mass murder are part and parcel of the traditional practice of Islam and well documented in its history

Kashmir Watch

April 7, 2009

Terrorism, Islam and Pakistan: The Fault-Line

Dr. Raja Muhammad Khan

According to famous Roman historian Josephus; terrorism has existed in one or the other form, ever since the origin of human being. However the act was formally known to be called as, ‘Reign of Terror’ (terrorism) during the French Revolution (1789 - 1799), in the Christen and Jewish dominated Country, as cited by Jacobins. At that time it was neither labeled as Christen nor Jewish terrorism.

However, in the ensuing history of mankind, this act of violence has been committed by people from various religions, areas, communities and casts/ creeds, but never ever, it was linked with a religion to call it either; Jewish, Islamic or Christen terrorism. Unfortunately it was only after the incident of 9/11, that the term was dubbed as the ‘Islamic Terrorism.”While analyzing the Islamic dictate on the subject, it is very clear that; Mischief comprises all forms of anarchy and terror that remove security, comfort and peace. Whereas Islam teaches peace and tolerance and orders its believers to compassion and justice; thus “Islam and terrorism cannot stand side by side”. Islam forbids terrorism and aims to bring peace and security to the world. Indeed, no divine religion permits terrorism and violence. As Holy Quran says, “If someone kills another person - unless it is in retaliation for someone else or for causing corruption in the earth - it is as if he had killed all mankind”. Thus, the teaching of Islam is that, ‘a person who kills even a single man indeed commits a crime as if he had murdered all mankind on earth and such people will have a painful punishment’. In no part of the Qur’an does God command believers to “respond to violence with violence”, but commands Muslims to “respond to evil with goodness”.

These directives from the Holy Quran are enlightening for a better understanding of the Western disinformation in the name of, “Islamic Terrorism”. In reality those conduct and harbor these acts of terrorism in the name of Islam cannot be regarded as Muslims, as Islam do not allow such inhuman acts. In fact, whether a conspiracy or otherwise, against the essence of Islam, these militants try to make Islam, a tool of barbarism. In fact the beginning of this barbarism, which may well be called, “third world fanaticism” is the benighted initiatives of people who are devoid of love for human being. In 11th century, the way Crusaders distorted and misconstrued the Christianity as a teaching of brutality, some tainted groups might have budded in the Islamic world to get the wrong impression about Islam through brutal acts of terrorism. The commonalities of Crusaders and these so called Islamic terrorists are their “Bedouin” nature, that; “they were ignorant, unrefined, uncultivated, vulgar, and isolated people”. The violence they resorted resulted from this social structure, rather than the religion to which they claimed to adhere. The true message of a religion or another system of belief can be at times exposed to distortion by its pseudo-adherents. The Crusaders, who constitute a dark episode of Christian history, set a good example of this.

Created on the ideology of Islam, the terms like; extremism, violence, terrorism and suicide attacks were alien for the peace loving society of Pakistan. It was never the panorama of nonsensical violence and unpitying massacres even until 2003. Ever since the start of global war on terror in the post 9/11 scenario, this peaceful nation has lost innumerable innocent civilians and security forces personnel while acting as a frontline state. These losses have been caused by so called Islamic militants; the Taliban, Al-Qaeda and their accomplices, during their terror attacks either on security forces, innocent masses or else due to collateral damages caused in the process of combating the militancy. In fact the number of causalities Pakistan has suffered during this so called war on terror is much more than what we afforded during combat operations in all wars with India.

The inopportune incident of 9/11 was a milestone in our current history and has caused inconceivable domestic turbulence in Pakistan. In reality, the incident was fallout of Western sponsored Jihad against the invasion of former Soviet Union in Afghanistan (1979 -1989). After disintegration of Soviet Union, the Western backed former Jihadis were left out of work, as US lead West left the region in haste. A majority of them kept itinerant along Pak-Afghan border until 9/11. Thereafter their presence in tribal areas was mulled over as a budding risk; therefore security forces launched operations to flush them out, to which they resorted to terrorist attacks on innocent civilians and security forces. Starting from Waziristan in 2004, they successfully made inroads into our major cities and carried out terrorist attacks across the length and breadth of the country. Over the years these militants were strengthened by acquisition of latest weaponry and equipments and an unending financial support by forces operating from outside the Pakistani borders, having historical rancor against us. In 2008 alone, over 5000 innocent Pakistani have lost their lives in the ongoing wave of terrorism.

The question arises who caused this all? Essentially these are those elements, fighting under the wrong pretext of promoting their version of Islamic ideology which is contrary to true spirit of Islam. It is worth mentioning here that Islam preaches peace and tranquility not violence and killings. These militants kill the innocent people indiscriminately, basing on which one can safely say that they are pursuing a philosophy contrary to Islamic one. Infact the militants fighting against the world in general and Pakistan in particular are sloppily damaging the Islamic ideology and impression of Islam, which cannot be done by a Muslim. All tangible evidences and analysis are indeed leading to the coherent conclusions that; camouflaged like Muslims, these militants are operating against Islam. It will be impulsive to say that whose cause they are promoting? But indubitably none is follower of Islam or well wisher of Muslims in general and Pakistan in particular.

It is beyond doubt that, Pakistan is suffering, mainly because of its historical alliance with US and West whose policies and actions against Muslims have created the so called Islamic militants in Pakistan and elsewhere in the Muslim world. Time has come where Pakistani nation has to understand these so called Islamic militants, damaging the very basis of existence of the only ideological Muslim country in the world by promoting terrorism and extremism. Their uninterrupted flow of finances and munitions and secured hideouts has to be questioned and ceased consequently. It was unimaginable until a few years ago to target mosques that were known to be place of protection for every Muslim, but recent attacks on religious congregations in mosques/imambargahs etc. have become a routine. These terrorist and immoral acts, violence and armed assaults on national, social and religious congregations are seriously leading towards their long term out of sight un-Islamic intentions. Their activities have made everyone and any one insecure in Pakistan. They have seriously hampered the economic progress of the country by encumbering the foreign investment through acts like; kidnapping and terrorizing the foreigners. They are openly torching the educational institutions specially girls schools and colleges, the very basis of our intellectual growth and quintessence of Islam. They are publically butchering and beating the innocents including women and all those who question their true motives and ideology. They are promoting sectarianism, ethnicity and factional divide among the nation. In short, these militants are at war with all the peace loving people of Pakistan for motives better known to them or their abettors.

As in Islam, every divine religion, commands love, justice, mercy and peace. Violence turned into terrorism on the other hand is divergent to the religion and promotes; brutality, carnage, misery and unscrupulousness. This being the case, the origins of a terrorist act should be sought in disbelief rather than in any religion. Irrespective of their native religion, people with fascist, racist or materialist ideologies should be alleged as possible perpetrators. The name or the identity of the triggerman is not important. If he can kill innocent people without blinking an eye, then he is a nonbeliever, not a believer. Therefore, the misinformation that Islam promotes terrorism is rather a flawed concept which contradicts Its basic teaching as referred above. The religion of Islam can by no means countenance terrorism, rather, terror in Islam is a great sin, and Muslims are responsible for preventing these acts and bringing peace and justice to the world. And this is what Pakistani as a nation is doing to save itself and the world from terrorists.

Terrorist are carrying out attacks in all corners of the world. Sadly, the fact that the perpetrators of various terrorist acts carry Christian, Muslim or Jewish identities cause some people to put forward claims which do not concur with divine religions. The truth is that even if terrorists have Muslim origin, the terror they perpetrate cannot be labeled “Islamic terror”, just as it could not be called “Jewish terror” if the perpetrators were Jews or “Christian terror” if they were Christians. Therefore, it is felt that media, think tanks and intellectual should report to the real motives and un-Islamic practices of the terrorists. As terrorists attacking the Mosques (House of Allah) cannot be considered Muslims. Their motive is not supremacy of Islam rather they are actually playing in the hands of anti-Islamic and anti Pakistan elements.

The writer is a South Asian analyst.

http://www.kashmirwatch.com/showexclusives.php?subaction=showfull&id=1239114410&archive=&start_from=&ucat=15&var1news=value1news



Friday, May 15, 2009

Creative Customer Service Strategies

Here are some simple practices that you might add to your customer service routine..

Customers are kind of funny. They will rarely tell you how you messed up, they will simply leave. Poof...gone!

No matter what the size of your firm there are ways to get to the bottom of this problem.

Call them. Talk to them. Mail them. Do your maintenance.

Don't just take the order and run. Remember, it is a lot easier and a whole lot more profitable to do more business with your existing clients than it is to find new ones. So, do whatever it takes to make sure those existing clients are happy campers.

Here are a few simple practices that you might consider adding to your customer service routine:

1. A week after a client buys a product or service, follow-up. Ask them what worked, what didn't.

It’s an interesting fact of business but, sometimes, as long as people get the chance to tell you what's wrong and you do what it takes to fix it, they may become some of your most loyal customers.

2. Send postcards, letters, article reprints, notes, whatever, as often as you can. By staying in touch you create a bond that will serve you well when you launch new ventures and new product lines.

3. The most powerful yet cheapest research you can get. Talking to your customers about what works and what doesn't work is the greatest way to find hidden gold mines in your industry. Understanding very specifically why people choose to buy from you over others is the secret to marketing.

Be on particular lookout for phrases like...that's how we've always done it or we don't like it but we've just come to live with it.

4. Schedule routine maintenance appointments or calls with your clients.

Often after your clients have been enjoying your product or service they forget how much value it is bringing them. Find a way to build regular meetings with your clients into your service. Use the time to educate them on just how much you have done for them. (How much weight have they lost, how much money have they saved, how much more efficient are they, how much more business they now have, how much of what ever it is that you do)

They will appreciate the time and it is a great way to introduce new products and ask for testimonials and referrals.

5. Find out everything you can about your clients.

Don’t stop at name, rank and serial number. Devise a method for collecting personal information about your clients. Information about a client’s spouse, children, hobbies, schools, community involvement can be a tremendous way to further your relationship and offer clues for networking and referrals.

You don’t have to be intrusive or nosey to make this strategy work, sometimes you just have to be observant. Most people wear their allegiances on their sleeve. Any sales trainer worth a darn will tell you to look for ways to strike a common bond with a prospect as a selling tool, I find that as a customer service tool you are simply looking for ways to get a deeper understanding of the needs of your client as a way to uncover more ways to help them get what they want.

About the Author

John Jantsch is a marketing coach and creator of the Duct Tape Marketing System.Download your free copy of “How To Create the Ultimate Small Business Marketing System in 7 Simple Steps” at http://www.DuctTapeMarketing.com.

The Easiest Way to Build Trust With Your Customers

Honesty really is the best customer care policy. Find out how you can get your customers to trust you..

If you didn't offer a particular service, would you say that you did anyway? Would you say you were open a certain time when you were not? Or that you accepted a particular type of payment even though you didn't?

I used to work for a company that did just that. Everyday the owners of this business were flat out dishonest. Why? Just to get people in the door.

But in essence all they managed to do was waste people's time and upset them. The owner's never had to deal with the backlash of irate customers. The employees were left to handle the mess.

Many times employees actually had to lie to the owners and say they lied to the customers. Crazy, right? Not a very healthy environment. And it's one of the reasons I don't work with them anymore.

It's also one of the biggest mistakes a business can make. If your customers don't trust you, how can they comfortably refer their friends to you? How can your employees feel confident about promoting you?

What should you do instead?

Why not try being honest? If you're honest you build trust. Not destroy it. Even if that means you lose a customer because you can't service them properly. They'll appreciate you helping them find someone who can. And they'll remember that when someone they know may need your help.

And in an economy like today's, trust is extremely valuable. Because it allows people to feel good about what you do.

What happens when people feel good about your business?

They promote you of course. And these people are far more credible than anything you could say about yourself. This is why testimonials are very important on your website.

Testimonials give people a chance to see who you work with. Potential customers try to put themselves in their shoes. They ask themselves, "Is this person like me? Do they have the same problem I have?"

This is why it's best to use full names, credentials and pictures if possible. Pictures are extremely important. Again potential customers are looking to see if they fit in with your business.

Now you may be thinking, do people really read testimonials?

The answer is yes. If they've got some substance to them. Have you ever read user reviews on Amazon? But when they're only trite, glowing remarks people develop what I call, "Testimonial Blindness." Much like the ad blindness many of us have today.

How do you avoid "Testimonial Blindness?"

One way is to allow your testimonials to overcome the obstacles a potential customer may have. There was some type of hesitation on the part of your current customers before they chose to work with you. Ask them what it was.

Most likely someone else will face the same obstacle. If a satisfied customer can put their mind at ease, you've just made it easier for a potential customer to do business with you.

But remember it all starts with honesty

And a great service of course. But if your customers don't trust you, they won't be willing to promote you. It'll be all that harder to get repeat business. And attract other customers you'll enjoy working with.

Do you have testimonials on your website?

Start collecting them now. And use them strategically to support your copy. You'll also learn a great deal about your business and how your customers perceive you. That's never a bad thing!

About the Author

Shouldn't your website be getting more customers? Find out how to get more customers by making these simple changes. Head over to CaseAceCopy.com today and judge for yourself. © 2008 Case Ace Copy, LLC. All Rights Reserved.

Mystery Shopping Ideas for Your Business

Is your store or business really delivering the best service? Find out with a spot of mystery shopping..

An element of almost every retailer's marketing strategy today is devoted to convincing potential customers that their stores offer more friendly, efficient and personalized service than its competitors. But do your customer contact personnel really live up to this image? Or might they be inadvertently undermining every advertising dollar you spend?

Clearly, your marketing dollars are ill spent if you fail to upgrade the capabilities of your customer contact personnel. Advertising promotes interested prospects, but these do not become or remain customers if your store provides inadequate service.

Since management has neither the luxury nor the anonymity to regularly observe the actual performance of customer service personnel, how can you be sure they are routinely conveying the appropriate image to their customers? After all, your marketing strategy is only as good as your personnel are!

Many retailers attempt to upgrade quality service via training programs but fail to include a system of information feedback. If an investment in employee performance is crucial to your success, only a continuous, systematic evaluation of your training efforts will protect that investment.

Objective measurement of the quality of your service delivery, as well as your training efforts, is as difficult as it is vital. Although sales statistics are useful, there are too many variables to isolate quality of service. Customer surveys are also informative, but they can be both costly and time consuming. The alternative - "shopping" - is a unique and relatively objective tool of measurement that is remarkably free of these constraints.

In "shopping", (sometime called "mystery shopping"), trained and supervised "shoppers" actually engage in typical transactions with customer contact personnel and then rate specific attributes from a customer's perspective. These include such traits as:

• friendliness
• attitude
• courtesy
• product knowledge
• appearance
• sales ability

The ratings are done in a manner that allows easy comparisons between employees, shifts, locations, and periods of time. This provides important data about the effectiveness of your employee selection and training, thus giving you a built-in, objective and systematic feedback loop.

Comprehensive shopping audits can help you determine the effectiveness of your internal marketing strategies so that you may upgrade them, thereby enhancing your image, your service, and your market share. You will, in effect, be minimizing human "turn-offs" and thereby keeping the promises of satisfaction implicit in your service offering.

About the Author

Judi Hess is head of Customer Perspectives. If you’d like to talk about ideas for your mystery shopping program, visit customerperspectives.com or call 1-800-277-4677 or email marketing@customerperspectives.com.

Is America about to go broke?

Scott Burns
NSN Money
May 11, 2009
America broke?

Prices dropped last year. But we still need to invest to protect ourselves from inflation. That’s why our retirement-plan investing needs an inflation “tilt.” You’ll understand why in a few paragraphs.

How bad will future inflation be? I don’t know. Neither does anyone else. It could be a normal inflation of 3% to 4% a year. It could also be a banana-republic 10% a month.

What we know is that all governments make promises they can’t fulfill. Our government certainly has. Under both political parties, it has taken promise making to a high art. This is not hyperbole. The figures can be found in regularly published government reports.

Much worse than you probably think

The figures exist, but they are ignored. News reports regularly inform us of the growing federal deficit, projected at a stunning $1.75 trillion for fiscal 2009 and $1.17 trillion for 2010. But regularly reported, less visible government obligations have been growing much faster.

In the nearly five years from January 2003 to December 2007, the Medicare trustees reported that the unfunded liabilities of Social Security and Medicare grew by a stunning $10.4 trillion. The average annual growth topped $2 trillion.

No One Dare to talk against so-called Pakistani Taliban’s

It was a surprise to hear about presence of Taliban’s in the islands of Indus river adjacent to swabi districts up to the Attock Bridge, and as their presence in this area is a direct threat to Ghazi which is supposed to be a Military base for communications related to all this war on terror and these hideouts cum recharge places in the islands of Indus river called BELLAs are also used to spread terror in the adjacent areas on both sides of the river.

It is noticed that these Taliban’s have three different phases one is active which are actively working in the restive areas second phase is revenue generation these re the Taliban’s operating in settled areas and they are kidnapping for ransom, robbing and committing all the crimes which result in the form of money.

And the third phase of Taliban is recharging phase these recharging talibans are living openly in guise or unannounced staying in different areas most probably in Diamar, Gilgit, Kohistan, Batgram, Mansehra, Murree, Bagh, these are the Taliban who live quietly planning and spreading secretly recruiting locals and working as field stations for non-electronic communications.

A rise in bearded faces and a lot of other Islamic words like INSHALLAH, MASHALLAH, JAZAK ALLAH is on its rise it might not be because people are becoming more religious most probably it is because people want to be pronounced as Muslims they want to get their faith attested by these talibans, as no one knows who amongst have the ties with talibans. It is also because people feel insecurity and they ought too also because government does not trust their own security. People believe that drone attacks are most hygienic way to target the exact targets and most of the public do support them but they don’t dare to support them publicly because nobody knows who is linked with whom.

It is again bit difficult to say that the secret agencies which are world famous specially in gorilla warfare and the situation like currently present in the country but it seems that the secret agencies are more exposed towards these terrorists they are aware of every secret that might be the reason that no significant personality is affected in current military operations. In the end I predict that the operation will end before the ultimate victory of the army because the terrorists are currently stimulating their contacts in the civil society, political parties and all other influential and a great opposition will generate and the threats to the main operatives of current military will ultimately bow down.

The Jamat –e- Islami role is already very interesting as they didn’t forgot the shoe attack at lal musjid when their leaders attempted to attend the inauguration after the operation and their might be several other undercover threats or deals influencing jamat e islami to shout against the operation. And Fazul ur Rehman is no doubt trying to wash the stains to please the terrorists. As no one dare to oppose the, bravo to them who are doing this openly.

Pakistan war fuels international tensions


Comments by China’s ambassador in Islamabad last Thursday highlight the reckless character of the Obama administration’s escalating intervention in Pakistan. By pressuring Islamabad to wage an all-out military offensive against Islamic insurgents in the Swat Valley and neighbouring districts, Washington is not only destabilising Pakistan but raising tensions in a highly volatile area.

Speaking to Pakistani business leaders, Chinese ambassador Luo Zhaohui pointedly voiced concern about the growth of “outside influence” in the region. He singled out the US in particular, saying that China was worried about US policies and the presence of a large number of foreign troops in neighbouring Afghanistan. While reiterating China’s support for “the fight against terror,” Luo declared that US strategies needed some “corrective measures”. He added, “These are issues of serious concern for China.”

Luo’s unusually blunt remarks came just one day after US President Obama spoke to his Chinese counterpart, President Hu Jintao. While a number of issues were discussed, the escalating war in Pakistan was clearly high on the agenda. This first publicised phone call between the two men came as Obama met with the Afghan and Pakistani presidents over US strategy in the two countries. While Hu reportedly offered his cooperation, Luo’s comments express China’s underlying fears over growing US influence in South Asia.

Last week’s tripartite summit in Washington signalled a major upsurge in military violence in both Afghanistan and Pakistan. Under intense pressure from the US, the Pakistani army has launched a large-scale offensive against militants in the Swat Valley in which hundreds have already died and hundreds of thousands of civilians have been forced to flee. The summit, however, involved more than discussions on military cooperation, outlining comprehensive plans for the closer economic and strategic integration of the two countries into an American sphere of influence.

China, which has longstanding ties with Pakistan, is obviously disturbed by these developments. As Ambassador Luo told his business audience, more than 60 Chinese companies are involved in 122 projects in Pakistan. He noted the “close liaison” with Pakistan over the security of over 10,000 Chinese engineers and technical experts in the country. In fact, Beijing has previously insisted on reprisals over the abduction and killing of Chinese citizens by Pakistani militants as well as military action against Islamic Uighur separatists from western China taking refuge in Pakistan.

More fundamentally, Beijing regards Islamabad as a crucial partner in its own regional strategy. China devoted considerable resources to building up Pakistan as a counterweight to India after the 1962 Sino-Indian border war. Pakistan is the largest purchaser of Chinese arms and, according to the Pentagon, accounted for 36 percent of China’s military exports between 2003 and 2007. Chinese technical assistance was critical to Pakistan’s nuclear weapon and ballistic missile programs.

In return, China received the green light to build a major naval/commercial port facility at Gwadar, a coastal town in Baluchistan. The port is the linchpin of Beijing’s “string of pearls” strategy to establish access for its expanding navy to a series of ports along key sea routes across the Indian Ocean—above all, to protect oil and gas supplies from the Middle East and Africa. For its part, the US, which regards China as a rising economic and strategic rival, is determined to maintain its military, including naval, predominance.

US-China tensions over Pakistan only highlight the deeply destabilising role of Washington’s aggressive intervention, firstly in subjugating Afghanistan, and now in seeking to bring Pakistan more directly under its sway. The escalating conflict in Pakistan is a direct product of the US-led invasion of Afghanistan, which the Bush administration forced Pakistan to support under the threat of becoming a military target itself. Widespread opposition inside Pakistan and Afghanistan to US actions has fuelled a growing insurgency that threatens not only the US occupation of Afghanistan, but a full-scale civil war in Pakistan.

US imperialism, under the Obama administration, is determined to exploit the very disasters it has created in order to advance its strategic interests throughout the broader region, especially in energy-rich Central Asia. By doing so, Washington is fundamentally altering the precarious strategic balance and threatening to draw the other major powers into the vortex.

China is not alone in its fear of US designs in Central Asia and the presence of large numbers of foreign troops in Afghanistan. Ever since the collapse of the Soviet Union in 1991, the US has been seeking to establish military alliances and economic ties with the newly established Central Asian Republics. Washington exploited its invasion of Afghanistan to establish military bases in Central Asia for the first time. Afghanistan and Pakistan also provided a potential alternate pipeline route to extract energy riches from the region. In response, China and Russia, which both regard the region as their backyard, came together in the Shanghai Cooperation Group to counter expanding American influence.

Neighbouring India is also watching events in Pakistan with trepidation. While quietly applauding Washington’s pressure on Islamabad to wage war against “terrorism”, New Delhi is concerned that Pakistan’s closer incorporation under the American umbrella may lead to the downgrading of the US-Indian strategic partnership, which only developed in the late 1990s. The weakening of rival Pakistan, against which India has fought three wars, is no doubt welcomed in New Delhi. But its replacement by a US client state, or worse its collapse into chaos, would only confront the Indian establishment with new uncertainties.

The entire region remains a potential powder keg. The Cold War certainties that divided the world between the Soviet and Western blocs have been replaced by new tensions and rivalries. Tentative steps by India and Pakistan to resolve their longstanding disputes, especially over Kashmir, have all but stalled. Efforts by China and India to improve relations have moved slowly. Each continues to eye the other with suspicion and to intrigue at each other’s expense in Nepal, Sri Lanka and Burma.

The most explosive ingredient in this volatile mixture is the attempt by US imperialism to use its military superiority to offset its long-term economic decline. Far from easing tensions, the installation of the Obama administration marked an aggressive new turn in the war in Afghanistan and Pakistan aimed at advancing US ambitions. Last week’s comments by China’s ambassador are another sign that Washington’s moves will not go unopposed.

U.S. Preparing For War With Russia

Global Research, May 14, 2009

“Today the situation is much more serious than before August 2008….[A] possible recurrence of war will not be limited to the Caucasus.

“The new President of the United States did not bring about any crucial changes in relation to Georgia, but having a dominant role in NATO he still insists on Georgia’s soonest joining of
the Alliance. If it happens, the world would face a more serious threat than the crises of the Cold War.

“Under the new realities, Georgia’s war against South Ossetia may easily turn into NATO’s war against Russia. This would be a third world war.” (Irina Kadzhaev, South Ossetia political scientist, South Ossetia Information Agency, April 2009

On May 12 James Mattis, NATO’s Supreme Allied Commander Transformation [ACT] and commander of the U.S. Joint Forces Command, spoke at a three-day symposium called Joint Warfighting 09 in Norfolk, Virginia, where NATO’s Allied Command Transformation is based, and stated: “I come with a sense of urgency. The enemy is meeting like this as well.” [1]

A local newspaper summarized his speech:

“Mattis outlined a future in which wars will not have clearly defined beginnings and ends. What is needed, he said, is a grand strategy, a political framework that can guide military planning.” [2]

He failed, for what passes for diplomatic reasons no doubt, to identify who “the enemy” is, but a series of recent developments, or rather an intensification of ongoing ones, indicate which nation it is.

Last week the head of the U.S. Strategic Command, Gen. Kevin Chilton, told reporters during a Defense Writers Group breakfast on May 7 “that the White House retains the option to respond with physical force – potentially even using nuclear weapons – if a foreign entity conducts a disabling cyber attack against U.S. computer networks….”

An account of his talk added “the general insisted that all strike options, including nuclear, would remain available to the commander in chief in defending the nation from cyber strikes.”

Chilton “said he could not rule out the possibility of a military salvo against a nation like China, even though Beijing has nuclear arms,” [3] though the likely first target of alleged retaliation against equally alleged cyber attacks would be another nation already identified by US military officials as such: Russia.

In late April and early May of 2007 the government of Estonia, which was inducted into NATO in 2004 and whose president was and remains Toomas Hendrik Ilves, born in Sweden and raised in the United States (where he worked for Radio Free Europe), reported attacks on websites in the country which were blamed on Russia.

Over two years later no evidence has been presented to substantiate the claim that Russian hackers, much less the government itself, were behind the attacks, though it remains an article of faith among US and other Western officials and media that they were.

The response from American authorities in the first place was so sudden and severe, even before investigations were conducted, as to strongly suggest that if the attacks hadn’t been staged they would need to be invented.

Right afterward Secretary of the Air Force Michael W. Wynne stated, “Russia, our Cold War nemesis, seems to have been the first to engage in cyber warfare.”

The US Air Force news source from which the above is quoted added that the events in Estonia days earlier “did start a series of debates within NATO and the EU about the definition of clear military action and it may be the first test of the applicability of Article V of the NATO charter regarding collective self-defense in the non-kinetic realm.” [4]

NATO’s Article 5 is a collective military defense provision, in fact a war clause, one which first and to date for the only time has been used to support the protracted and escalating war in Afghanistan.

References to it, then, are not to be taken lightly.

On a visit to Estonia last November Pentagon chief Robert Gates met with the country’s prime minister, Andrus Ansip, and “discussed Russian behavior and new cooperation on cyber security….”

It was reported that “Ansip said NATO will operate under the principle of Article 5 of the alliance’s treaty, which states that an attack on one ally is treated as an attack on all,” and “We are convinced that Estonia, as a member of NATO, will be very well defended.”[5]

That the repeated mention of NATO’s Article 5 continued a year and a half after the alleged cyber attacks when none had occurred in the interim is revealing.

At the beginning of this month the Pentagon announced that it was launching what it called a “digital warfare force for the future,” at Fort Meade in Maryland under the control of the U.S. Strategic Command, whose chief, Gen. Kevin Chilton, was quoted earlier as threatening the use of force up to and including nuclear weapons.

The initiative was characterized in a news report as follows:

“Lt. Gen. Keith Alexander, also the Pentagon’s leading cyber warfare commander, said the U.S. is determined to lead the global effort to use computer technology to deter or defeat enemies….” [6]

The Pentagon is a synecdoche for the Department of Defense and everything related to its activities is cloaked in the same euphemism, so when pressed the US will insist its new cyber warfare project is intended for defensive purposes only. Any nation which and people who have been on the receiving end of US Defense Department actions know better. The new US cyber warfare command, its rationale based on a supposed Russian threat emanating from a non-military incident in the Baltics over two years ago, will be used to cripple the computer systems of any nation targeted for direct military assault, thus rendering them defenseless, and will be particularly effective for space-based and Star Wars (missile shield, interceptor missiles) first strike plans.

On the same day the report of General Alexander’s pledge to “defeat enemies” appeared another news item reported that “A quasi-classified satellite that will serve as an engineering trailblazer for ballistic missile tracking technologies flew into space Tuesday [May 12].” [7]

It was a Space Tracking and Surveillance System Advanced Technology Risk Reduction (STSS-ATRR) satellite, which “is part of a space-based system for the Missile Defense Agency.

“Sensors aboard the STSS-ATRR satellite and on the ground will communicate with other systems to defend against incoming ballistic missiles.” [8]

A few days earlier the California-based manufacturer Ducommun in a news report titled Ducommun Incorporated Announces Delivery of Nanosatellites to U.S. Army Space and Missile Defense Command announced that “its Miltec Corporation subsidiary delivered flight-ready nanosatellites to the U.S. Army pace and Missile Defense Command/Army Forces Strategic Command (USASMDC/ARSTRAT) in Huntsville, Alabama on April 28, 2009.”

The delivery was “the completion of the first U.S. Army satellite development program since the Courier 1B communications satellite in 1960.”[9]

Military satellites used for neutralizing the potential of a rival nation not so much to launch a first strike but to respond to one blur the distinction between so-called Son of Star Wars missile shield projects and full-fledged militarization of space.

A recent Russian commentary saw it in just that manner:

“Withdrawal from the 1972 ABM Treaty signified a switch to the testing and deployment of a global missile defense system, with a view to fully removing the deterrent potential of China, and partially that of Russia.

“Washington [is] still trying to eliminate international legal restrictions on the formation of a system, which would theoretically make it invulnerable towards an act of retaliation, and even a launch-under-attack strike.” [10]

Added to which is another “quasi-classified” subterfuge related to a prospective resumption of Strategic Arms Reduction Treaty (START) talks between the US And Russia.

American Assistant Secretary of State Rose Gottemoeller stated this week “that the US is not prepared to cut warheads removed from delivery means and kept in storage.” [11]

So in addition to US plans to deploy ground-, sea-, air- and space-based anti-missile systems primarily around and against Russia (Poland, the Czech Republic, Norway, Britain, Japan and Alaska to date), the Pentagon will hold in reserve nuclear warheads for activation without a monitoring mechanism provided to Russian inspectors and arms reduction negotiators.

On May 6 Euronews conducted an interview with Russian Foreign Minister Sergei Lavrov, who warned, “The way it [the US anti-ballistic missile shield] is designed has nothing to do with Iran’s nuclear program. It is aimed at Russian strategic forces, deployed in the European part of the Russian Federation.” [12]

To add to the concerns of Russia and other nations, On April 30 the US established a Navy Air and Missile Defense Command (NAMDC) at the Naval Support Facility at Dahlgren, Virginia.

“NAMDC is the lead organization for Navy, joint and combined Integrated Air and Missile Defense (IAMD). NAMDC serves as the single warfare center of excellence to synchronize and integrate Navy efforts across the full spectrum of air and missile defense to include air defense, cruise missile defense and ballistic missile defense.” [13]

The past two weeks has been a fertile period for stories in this vein and, to bring attention nearer the Earth, the US-based Strategy Page reported from a Russian source that “The United States has bought two Su-27 fighter jets from Ukraine” to “be used to train American military pilots, who may face opponents in them” and that the “US military will use them to test its radar and electronic warfare equipment.” [14]

This was at the very moment that the US client in Ukraine, President Viktor Yushchenko, his national poll ratings plummeting to near 1%, signed a directive to prepare for full NATO membership and a few days after a US military delegation visited the country to inspect a tank unit and to plan “reforming the system of combat training….” [15]

In terms of US training for warfare against the Russian Air Force, the Ukrainian development is only the latest in a number of such activities.

Immediately following the nation becoming a full member of NATO, the US 81st Fighter Squadron flew to Constanta, Romania (in which nation the Pentagon has acquired four new bases since) to engage in combat training against Russian MiG-21s.

According to one US pilot present, “It was pretty neat – you’re sitting in a MiG-21 that will be airborne with a MiG-21 pilot within days. This was an arm of the Soviet Union. These pilots were flying before the Soviet Union fell. They have quite a bit of perspective.” [16]

In July of the next year the US 492nd Fighter Squadron was deployed to the Graf Ignatievo Air Base in neighoring Bulgaria to insure the opportunity for “Air Forces from multiple nations to learn about each other’s aircraft tactics and capabilities.

“The pilots of the F-15E Strike Eagles and the MIG-29s and MIG-21s are sharing knowledge of aircraft and tactics as the exercise wraps up its first week of training.”

A US Air Force colonel was quoted as saying, “Only two of the 38 aircrew members have had a chance to fly against MIGs. By the time the exercise is over, everyone will have had a chance to either fly in a MIG or fly against one.” [17]

A month afterward the US Air Force 22nd Expeditionary Fighter Squadron arrived in Romania for the Viper Lance exercises which “marked the first time U.S. F-16 pilots have trained in Romania” and “where “MiG-21 and F-16 pilots [flew] integrated formations to conduct basic fighter maneuvers, dissimilar air combat training and air-to-ground strike missions….” [18]

This time the quote is from an F-16 Fighting Falcon pilot:

“My flight in the backseat of a Lancer [MiG-21] is a good opportunity to look at different aircraft and it’s a real privilege and an honor. I want to see what they see from their cockpit, and view a new angle of understanding against our adversaries.” [19]

Two weeks ago a US Air Force fighter squadron flew to the Bezmer Air Base in Bulgaria where an American airman said, “This is the first time a USAFE [United States Air Forces in Europe] fighter squadron has deployed to this location….The most rewarding part of this experience is knowing that I am helping the pilots train for war.” [20]

To prepare the US for air combat against the full range of Russian military aircraft, India was invited to the annual Red Flag air combat exercises in Alaska in 2007, war games “meant to train pilots from the US, NATO and other allied countries for real combat situations.

“This includes the use of ‘enemy’ hardware and live ammunition for bombing exercises.” [21]

India provided six Sukhoi SU-30MKI fighters which were “particularly interesting to the exercise as [they are] Russian-made, thus
traditionally considered ‘hostile.’” [22]

May 1st, on the occasion of the Czech Republic taking over the six-month NATO air patrol rotation in the Baltic skies over Estonia, Latvia and Lithuania – five minutes flight from Russia’s second largest city of St. Petersburg – a Czech official boasted “The area we are protecting is about three times larger than that of the Czech Republic. This is a NATO outpost.”

Lithuanian Air Force Commander Arturas Leita announced that “the Baltic countries would probably ask for the prolongation of the air force mission within NATO until 2018.” [23]

From June 8-16 Sweden will host a NATO drill, Loyal Arrow, described as “biggest air force drill ever in the Finnish-Swedish Bothnian Bay,” [24], also not far from St. Petersburg, with a British aircraft carrier and more than 50 fighter jets participating.

That exercise will begin exactly a week after the US-led NATO Cooperative Lancer 09 war games end in Georgia on Russia’s southern flank.

In speaking of the dangers of the last-named but with equal application to all that has preceded it, the South Ossetian Ministry for Press and Mass Media website recently quoted political scientist Irina Kadzhaev as warning:

“Today the situation is much more serious than before August 2008. The then threat endangered only South Ossetia and Abkhazia, but after Russia’s recognition of these states’ independence and the conclusion of agreements envisaging the presence of Russian armed forces on their territories, a possible recurrence of war will not be limited to the Caucasus.

“The new President of the United States did not bring about any crucial changes in relation to Georgia, but having a dominant role in NATO he still insists on Georgia’s soonest joining of the Alliance. If it happens, the world would face a more serious threat than the crises of the Cold War.

“Under the new realities, Georgia’s war against South Ossetia may easily turn into NATO’s war against Russia. This would be a third world war.”[25]

Notes

1) Virginian-Pilot, May 13, 2009
2) Ibid
3) Global Security, May 12, 2009
4) Air Force Link, June 1, 2007
5) U.S. Department of Defense, November 12, 2008
6) Associated Press, May 5, 2009
7) Space Flight Now, May 5, 2009
8) Pratt & Whitney, May 5, 2009
9) Ducommun Incorporated, April 29, 2009
10) Russian Information Agency Novosti, May 7, 2009
11) Russia Today, May 5, 2009
12) Euronews, May 6, 2009
13) Navy News, April 30, 2009
14) Moscow News, May 11, 2009
15) National Radio Company of Ukraine, April 29, 2009
16) Air Force Link, August 2, 2005
17) U.S. Air Forces in Europe, July 24, 2006
18) Stars and Stripes, August 26, 2006
19) Air Force Link, August 17, 2006
20) Air Force Link, April 28, 2009
21) Indo-Asian News Service, November 26, 2007
22) Avionews (Italy), November 28, 2007
23) Czech News Agency, May 1, 2009
24) Barents Observer, May 7, 2009
25) Ministry for Press and Mass Media of the Republic of South Ossetia, April 27, 2009

Saturday, May 9, 2009

BMW posts first quarter loss of 152 million euros

Released on - Wednesday,06 May , 2009 -09:58 29

The German luxury car maker BMW fell into the red early this year, posting a first quarter net loss of 152 million euros (202 million dollars), a statement said.

BMW had made a profit of 487 million euros in the same period of 2008.

The group said it could not give an outlook for 2009 as a whole, except to say that sales would be lower than last year.

"In view of the difficult conditions still prevailing on the financial markets, we remain focused in our efforts to improve our liquidity position," chief executive Norbert Reithofer said in a statement.

The group's core earnings swung to a loss of 55 million euros from a profit of 827 million, as sales slumped by 13 percent to 11.5 billion euros from 13.3 billion.

Those results were nonetheless better than expected. Analysts polled by Dow Jones Newswires had forecast a core earning loss of 275 million euros and 10.5 billion euros in sales.

A total of 267,637 automobiles were sold in the first three months of the year, down from 405,595 in the first quarter of 2008, the statement said.

BMW also sold 29,111 motorcycles, up from 28,589, it added.


Sunday, May 3, 2009

Customer Service is Key in Today's Economic Climate

Do you know how much your customers are helping you survive the downturn?

I was so annoyed that the XYZ coffee shop in the ABC Centre took so long to give me a second coffee one morning, even though I was close to the machine and kept looking expectantly, I decided to 'punish' them by going elsewhere for a year.

At an average of three coffees a day @ $3.20 each = $9.60 a day for about 220 working days a year, that could cost them $2,112 a year. (That's why my new office now has a cappuccino machine!!) Given that I was traveling a fair bit, I figured their poor service cost them at least $800 to $900 for the year that I gave them a miss.

I wonder what impact it would have on the staff at this coffee shop if they knew that every regular customer had the potential to bring them at least $2,000 gross revenue each year. Do the staff know how many "regular" customers they have per day? And, what does it take to turn a "drop in" or "first timer" into a regular customer?

How would the staff respond to customers if every time someone came in they had at front of mind "this customer is paying $3.20, but they could be worth $2,000 to our business".

It's been said that your first time customer, even your first time visitor (say to your website) is always the highest cost to you. You've had to spend your hard earned advertising dollars to get them there. But it's the repeat customers and visitors that really provide the best returns. If they keep coming back to check out your site, your products, your services, or your information, you've clearly developed a relationship with them. You have established credibility and trust. Once you've done this, the chance that these repeat visitors will buy from you increases exponentially.

Whenever you have a business totally dependent on new clients, you're vulnerable. When economic conditions change (as they have at the moment), or a new competitor enters the market, you may suddenly see your customers disappear.

However, if you've managed to build up a stable of loyal, repeat clients, even if they reduce their purchases in a weak economy, you're better able to maintain at least a basic level of income and keep your business alive.

Many of us know we need to become less dependent on "one-off" customers, but we don't know how.

Here are some suggestions to help turn first timers into regulars and keep regulars as regulars:

1. Work out the potential (in dollars, Euros or whatever) each visitor or customer could bring to your business.

2. Run some short training courses (these can just be half-hour sessions) on "How much does a customer mean to us?"

3. Ask your customers (either verbally or in a very short written response, "Why do you do business with us?" "What can we do that would improve our service and products?" "What would you like us to provide for you that we don't currently provide?"

4. Develop some partnerships (probably informal) with like minded service and product providers whom you can recommend to your customers.

5. Communicate regularly with these "partners" to explore ways of developing business together and to share good "customer stories".

And if you haven't got (or don't really need) a sophisticated customer data base, start a simple customer recording system. For example, in a retail business, this can be as simple as a card index with regular customer likes and dislikes, or you can computerize this so that regular customer profiles come up whenever they are served. Above all don't overcomplicate it - it must have meaning for all staff.

What are people's main concerns at the moment? Job security and financial peace of mind. It's all about the simple things in life - feeling comfortable and secure with one surroundings - not the bells and whistles. If your business can help people feel comfortable and relaxed with the service and products you provide, they are most likely to keep doing business with you, even though times are tough.

In today's tough economic climate, it's not so much about getting new customers, but keeping the ones you have extremely satisfied, that's the key to survival, and in fact growing the business.
 
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