Ages Would Stop Using the Company in the Future
18 – 25 100%
26 – 35 97
36 – 45 53
46-55 50
56-65 33
Over 65 63
Source: 2003 Purdue University/BenchmarkPortal.com
As you can see, there is a strong correlation between participant’s age and his/her tendency to stop using the company after a bad experience. Notice that younger participants were less tolerant, more likely to go to the competition, and those over 65 are more demanding that those in middle age.
Therefore, it’s very important to take great care of your younger callers so as to maintain their loyalty. Callers above 36 have more of an ‘emotional bank account’ with the company they’re dealing with-probably had some good experiences and are more willing to ‘forgive’ a bad one.
If you know your percentage of bad experiences, put a dollar amount on that call and then total it out for the year. I think you’ll be very surprised at the amount of lost revenue. Now if you have a 1% improvement, as a result of a training initiative for example, the amount of recovered revenue (and customers) is very encouraging.
This is just another means to tie soft skills to ROI, and to include your front lines as part and parcel of the revenue-producing operation of your companies.
Customer Satisfaction Driver #1

We all know first call resolution (one and done) is the #1 driver for customer satisfaction with best practices reported at 86%. However, if your center is at 86%, this means that 14% of your customers are contacting you more than once to resolve their issues! This not only frustrates your CSRs and yourselves, but your customers as well. Repeat calls are costly not only to operations and the bottom line, but they negatively impact customer satisfaction, and ultimately, customer loyalty.

How do you define first call resolution? And how do youif you docalculate it? Research shows that there is no common measuring method. However, what gets measured gets managed, and what gets managed gets better.

In a recent study (Ascent Group) more than 90% of companies measuring first call resolution reported improvement in their performance. Another study (callcentres.com) reported a dramatic fall in call volumeidentifying that a minimum of 20% of all calls were repeat calls from customers needing an answer or help they didnt get. Further, that the absence of first call resolution was found to account for a minimum of 30% of a call centers operational costs!

The bottom line: Invest in your peoplegive them the training, the tools, and the authority to get their job done right the first time. After all, CSRs are the interface who handle customer issues. One of the foremost methods to boost customer satisfactionand improve first call resolutionis to consistently and ongoingly train, train, train your CSRs in world class customer service skills.

Customer Service Skills Training and ROI is a post from: Massiverender Business Site

Basically a resume should contain your full name, campus and permanent address, telephone numbers and email addresses. Apart from that a nursing resume should include the following information:

A clear cut career and job objective which shows your sense of direction to the employer.

Your resume should have the names of each of your employers and your corresponding job titles.

Give a brief description about the employer like what they are doing, if they are not well known.

The number of staff that you manage(if applicable)

Mention your education, training and licenses as well as academic honors, scholarships and extracurricular activities.

As a specialized professional nurse, demonstrate what type of individual you are and give as much details as possible of your skills and experience.

Mention your interactions with other departments, external agencies and health care professionals.

Highlight your duties and responsibilities as a registered nurse, including planning, assessing and evaluating patient care, record keeping, the type of work or ward and routine tasks carried out etc.

Present a narrative statement of your value like: experienced with a comprehensive background like pediatric, oncology, long-term care and ICU/ER, knowledge of Medicare home health regulations and JCAHO standards/reimbursement requirements, registered nurse with 10 years of track record providing quality, patient centered care in home, hospital, nursing home, hospice and private office settings etc.

Highlight any other achievements that have benefited to your department and obviously your organization in general.

A Nursing Resume Should Reflect Your Qualifications As Well As Your Personal Skills. is a post from: Massiverender Business Site

This is a series of articles about marketing and advertising. There are different ways you can reach an audience of millions of individuals all around the world. I show you on this series how to implement profitable strategies in your marketing career.

It has been said that what matters is not what you sell but how you promote it. So, the secret to success lays within your marketing techniques. Thats why it is very important for business owners to develop skills which allow them to increase the sales of their products.

One of the most important skills you must have is the ability to reach a lot of people quickly. To do this you need to realize how powerful media is an how it can drastically increase your revenues.

Newspaper ads

Americans read their newspapers a lot, thats a fact. Check the statistics and you will realize that the newspaper have always being a good place to advertise. Depending on the kind of products or services that you sell you could use the Americans newspapers to generate new sources of income for your business.

It doesnt matter whether you live in the USA or not. For example if you own an international e-business this could bring you good profits. I think this is another way you can diversify your marketing strategies.

There is a website called Nationwide Newspapers http://www.nationwideadvertising.com/, which allow you to post your ad in thousands and even millions of papers all around the country for a low fee. Imagine how much publicity you can get from that! You choose your budget and everything. They have different advertising packages to suit different business needs.

Whatever you choose to market, always use powerful phrases in your messages. The most effective ads are brief but they have the ability to act upon the feelings of the readers. Motivate them, intrigue them, make them feel the heat. Always remember that short phrases with a strong emotional impact are the most effective ones.

Highway billboards

If you want to advertise outdoor some companies may help you with this project like for example http://www.billboard-ads.com/. Keep in mind that this is an expensive type of advertisement. To rent an ad space on a well populated area will usually cost you a few thousand dollars per month.

On the other hand, I think the best choice you have is to buy a piece of land in or near a mayor highway and set everything up by yourself. Learn about the laws and regulations in your specific state. Probably the most important agency you will have to contact is your state Department of Transportation.

Visit http://www.tdot.state.tn.us/links.htm to find your state agency. They can give you specific information about this subject. Basically you will have to fill out an application where you affirm that you own the land where the billboard will be placed and you will pay an annual fee which may range from $100 to $500 depending on the state you live. To have someone design and create the ad for you will cost you $1,000 to $3,000. Thats a one time fee you will pay.

How much publicity can you get from this? A lot! But it all depends on your ads location. If your ad is next to a highway with a high traffic volume, lets say that on average 45,000 different drivers travels through said highway everyday, then there will be more than a million individuals watching it every month.

Thats a lot, but to be honest with you, this kind of advertisement works better for local businesses like nearby restaurants or real estate Companies than for other kinds of businesses. Also transnational corporations with a large advertising budget, which would like to build reputation would want to have many billboard ads across the nation.

Small business owners usually prefer to market their products using other less expensive techniques. Anyway, I included this information here because I thought some of you would like to read about it. After all this is another way you can reach a vast amount of individuals in an everyday basis.

TV Commercials

To advertise on television will have a powerful impact on your business revenues. Different factors will determine how much this marketing strategy will cost you. For example the price vary depending on the channels you choose, how often you will advertise, etc.

There are some Companies which can help you reach your clients easily. I think the two most popular are http://www.nationaltvspots.com/ and http://www.metromarkcorp.com/. In National TV Spots some marketing packages start as low as $26 for a 30 seconds spot. This is other way to diversify your marketing techniques.

Magazine Ads

You can advertise on magazines and save up to 80% off the regular price. There is a company called Media Bids – http://www.mediabids.com, which allow you to meet other marketers as well as to choose among different marketing packages available. The service is free. You only pay for an ad if you choose to make a purchase.

As you can see, these techniques can increase your exposure and help you get more clients. You can read about other effective marketing techniques from my other articles on this series.

EasyWebRiches 2006

Advertise to millions -#6- Multiple marketing techniques. is a post from: Massiverender Business Site

Jeanna Pool from Catalyst Creative writes a great ezine on marketing each month. In January she shared 5 Great Marketing Tips for 2006. Number 1 was Stop Focusing on You. She declares 2006 the year of the client and exhorts you to focus totally on your clients and their needs. I think shes right on. And I think shes completely wrong. Why right and wrong?

Because if youve been in business for awhile and have great products and great services and arent getting the results you want, you may be too focused on your clients and not focused enough on yourself. Last week, I encouraged your to revisit your vision of your business and ask yourself why you started your business in the first place. Now I want you to focus even more on what you want. What exactly do you want out of your business? Do you want more money? If so, how much? Write down a number. Do you want more flexible hours? If so, write out exactly the schedule youd like. Do you want to change the world? If so, write out specifically how that would look.

Why all this focus on you? Because if you arent absolutely clear on what you want, how are you going to know if you are successful? How are you going help your clients if you arent taking care of yourself as well. Maybe you need to be making $150,000 a year to provide your family with the life that you wanted. You want to send your kids to college. You want to retire while you are still in active and in good health. Or maybe you want to just make an extra $20,000 a year working part-time while you take care of your children until they are in school. Or perhaps your goal is to make a million dollars a year and live a really incredible life. Defining this is very important. Why?

Because what you want will shape your business. It will determine who your customers are and how you will help them. If you want $5,000,000 in sales, your products and methods are going to be a whole lot different than if you want $50,000 in sales. If you want to work only afternoons, that is going to shape your business as well. If you want to sell your business and retire in five years, thats going to affect your decisions as well. So right now, get out a paper and pen and get ready to write.

Did you get your pen and paper out? Answer the question, What do I want out of my business? Write in as much detail exactly what you want your business to give you. Be as specific as possible. Write as much as you can. Think income, lifestyle, schedule, partners, travel, location, employees. What exactly do you want? Throughout the week, add to this and revise it. Compare where you are right now to what you really want. How large is the gap? Next week, Ill help you create a plan to narrow the gap with: Why Business Plans Dont Work — How to Create an Effective Action Plan

Best Small Business Idea — It’s All About You is a post from: Massiverender Business Site

Secure CDL Florida Training For Better Career Choices is a post from: Massiverender Business Site

Charles Phillips is a man whose career is as illustrious and impressive as one can imagine. Starting from his academic career to professional achievements, everything is simply remarkable. Having the kinds of academic feathers on his cap gave him immense knowledge, confidence as well as determination to go ahead in life and he started with working in banking sector in Wall Street.

From there he jumped into becoming a software analyst in Morgan Stanley and from that position he climbed the ladders fast to become the Managing Director of the company and this is when Larry Ellison from Oracle noticed him and offered him to join Oracle which he did and where he spend 7 valuable years during which company rose to success rapidly under his guidance. Prior to Charles Phillips joining Oracle, company made only few takeovers of not so important or major firms like Steltor, NetForce and Indicast.

Charles Phillips Oracle dreamt of making Oracle a complete software solutions provider by providing just everything that clients required in software industry and this at that level could have only be made possible by acquisitions of software companies from the same vertical as Oracle and thus, Charles Phillips started taking over companies which made all the difference to Oracle and its success and growth story which is popularly told today. Charles Phillip started with the takeover of PeopleSoft for over $10 Billion, Retail apps giant, Retek, banking enterprise software development company i-flex and Siebel. All these takeovers made Oracle one of the very few broad software services providers in the market, in the league of big players like Microsoft, etc.

Oracle grew rapidly during Charles Phillips tenure and huge part of the credit for the success of the company goes to him as well. Sun Microsystems was also brought by Oracle just after Charles Phillips Oracle left the company to join Infor, an enterprise software development company serving small and mid-sized companies.

Charles Phillips: A Dynamic Personality With Amazing Business Skills is a post from: Massiverender Business Site

Various templates are available online in a range of styles and designs which can be conveniently printed in a quick and easy manner. Apart from being effective, another benefit of using personalized stationery as wedding invitations is there way of making each guest feel wanted and special at the occasion and respectfully informed in advance. They can even reflect the intimacy a couple holds by projecting their individual style from the use of personalized stationery for inviting guests. The invitation manufacturers select designs seen several times before which makes it more important to go for uniquely designed invitations. Those representing the theme and style of the wedding should be chosen yet symbolize the couples taste and personalities. Personalized stationery can have details of the wedding, an excerpt about the couple or a memorable photograph.

The wedding invitations set the tone and quality of the entire occasion as formal and more sophisticated weddings might have a personalized stationery of pastel or neutral hues and shades, whereas, the more casual ones have similar invitations. Being original and unique, wedding cards will make guests anticipate the wedding in a fresh and exciting way depicting a unified style of two individuals. In a more personalized approach there are hundreds of ideas, styles and designs to choose from. Some affordable and creative ideas or existing designs for the invitations can be come across in order to create a personal color scheme, to add guest names in ink without printing or to add postcards and fold notes.

Benefits of Personalized Wedding Stationery is a post from: Massiverender Business Site

Ask Yourself Some Questions. How good is your sales letter? The old adage: “Sell the sizzle, not the steak” is as relevant now as it was in the old days of door knocking.

If I buy your product, how will I benefit? Will it help me to become rich? A better person? Happier? Better looking? Will it make me more attractive to the opposite sex?

Convince me of just one of these, or similar things and the price you charge will not matter.

Let’s look at the sales letter. Has It gone stale? How good was it in the first instance? Were you happy with the initial response? If so, what went wrong? Would a makeover put it right? Perhaps it just needs a new headline.

If the click through rate is good, it would appear that the headline is doing it’s job. Should the ratio of purchases to clicks-through be poor, I would suggest that the text of the letter is not up to scratch. Just changing a few words here and there can give a quite different impression to the reader.

Whatever you are selling, a very large percentage of the population will not be interested in it. You must aim at those who would get the most benefit from your particular product.

You would not think of advertising fishing rods in a fashion magazine.

It is amazing how many things are aimed at e-zines and other media that have little or no relevance to the product.

Whatever you do, don’t give up. If you have faith in what you are selling, you will find the best methods of promoting it.

When writing an advert concentrate first on the headline. This is the most important part of the project. The headline must capture the reader’s attention. Without a good headline, the best advert in the world will be overlooked and just a waste of space, time and money.

Look now at the text of your sales letter/advert. Are you talking to a real person? Are you explaining what you and your product can do for that person? Do you come across as an honest reliable person? Or is your letter full oh hype with no substance?

Your prospect is not really interested in you. He/She is only interested in what is in it for them. Few people surf the net looking for something to buy. As a general rule they are looking for information. That is the reason that your headline has to stand out from the crowd. It must make them stop and take another look. It must intrigue them enough to make them want to read more. The content of the ad must excite them enough to want to purchase something that they did not even know existed just five minutes ago.

Does your advert do that? Writing an advert is not a skill that the majority of people are born with. It is something that needs to be learned. During your lifetime you have learned numerous things that were difficult in the beginning but that you rarely even think about now. They have become part of your lives. Writing adverts and articles is just another thing that you need to learn how to do well.

Looking back at some of my first efforts at writing adverts, it is a wonder that I ever sold anything, but I did, not a lot but I sold enough to realise that with a little practice there was money to be made by anyone with the will to learn and to take proper advice from the experts on how to go about it. (One day I hope to be an expert there is still a lot for me to learn.) Its an on-going ever evolving process. Study as many adverts as you can. Try to figure out what it is that excites you and what just leaves you cold. Study the headlines. What made you read this one rather than that. Does the author of the advert strike you as honest and knowledgeable? What sort of guarantee is on offer? Be honest with yourself. Would you buy from this person?

Study, Study, study and keep on studying. You have just taken the first step on your way to becoming a very wealthy expert in your chosen field. Dont let it stop there.

Homer.

Are Your Sales On The Up? is a post from: Massiverender Business Site

The lesson: demo tapes are the secret of becoming a famous musician.

Wait, you say, the demo tape was just a tool, just his way of conveying his talent. It’s his ability as a musician that got him the contract and made him famous.

You’re right, of course. He could have become just as famous if a record executive saw him in person, or heard about him from a friend, or as a result of a variety of other events.

Which brings us to the press release.

Somehow, the press release has taken on a magical reputation as the alpha and omega of publicity. Wanna become rich? Send out a press release. Wanna become famous? Press release. Wanna get on the cover of Newsweek? Press release.

Publicity “gurus” are springing up all over the Internet touting the press release as the answer to all marketing ills. Just knock out a release, mass e-mail it to journalists, sit back and wait for Oprah to call.

It’s a cruel joke.

Here’s the reality: the press release is no more important to your potential of scoring free publicity than the demo tape was to our musician friend. If he had no talent, if his songs sounded like garbage, the best recorded demo tape in the world wouldn’t get him signed. Ditto for the publicity seeker. If you don’t have a story to tell, your press release is utterly worthless.

I’m not knocking the press release — it’s an important tool. But it’s just that: a tool. It’s not the first thing you need to think about when it comes time to seek publicity. In fact, it’s one of the last. And it’s not even absolutely necessary (I’ve gotten plenty of publicity with just a pitch letter, a quick e-mail or a phone call).

If you worship at the shrine of the press release, it’s time to rearrange your priorities. Here, then, are the things that are MORE important than a press release in generating publicity:

1. A newsworthy story. This is the equivalent of our musician’s talent. It’s the very basis for your publicity efforts. Without it, your press release means nothing. To learn about how to develop a newsworthy story, take a look at http://publicityinsider.com/questions.asp and scroll down to “Is my company/website/life really newsworthy?”

2. Learning to think like an editor. Oh, what an edge you’ll have in scoring publicity over all those press release worshippers once you learn how to get inside the head of an editor. Give an editor what he wants in the way he wants it and you’ll do great. I’ve got an entire article on the subject at
http://publicityinsider.com/freesecret.asp Go there now and absorb it all. Trust me, it will make a world of difference.

3. Relevance. Tie in with a news event, make yourself part of a trend, piggyback on a larger competitor’s story, but, by all means, make your story part of a picture that’s bigger than just your company. Stories that exist in a vacuum quickly run out of oxygen.

4. Persistence. Sending out a press release and waiting for results is lazy and ineffective. If you really believe in your story, and you believe that it’s right for a particular media outlet, you need to fight to make it happen. Call or e-mail the editor to pitch your story BEFORE sending the release. If one editor says no, try somebody else. If they all say no, come back at them with a different story angle.

Getting publicity involves so much more than just sending out a press release. Treat it as seriously and with as much respect as our newly minted rock star treats his craft and you’ll be well on your way to success.

Smashing the Myth of the Press Release is a post from: Massiverender Business Site

Once upon a time, a degree in music education was seen as a ‘fallback option’- the job that would always be there if a performing or production career didn’t work out. That time is long gone now as states have cut funding for enrichment education across the country. While the job outlook for music teachers is still good, the Occupational Outlook Handbook says that jobs for musicians and teachers will grow at about average or a little faster than average rates through 2014 – school departments, private institutions and universities have the luxury of being able to be choosy about whom they hire to fill music education jobs.

One of the best ways to hear about music education jobs and openings is to establish a network of contact within the music education community. While basic networking is good, there are ways to network more effectively to concentrate your focus on finding and improving your chances of being hired for music education jobs.

Network locally.

Lucky you, you actually have three different sources of local networking that can help you narrow your job search focus. As an educator, get involved in local organizations for teachers and get your name out there. If you’ve made contacts while interning and practice-teaching, keep up with them, and ask their advice and guidance in your career path. By all means, let them and others know that you’re looking for a job in music education. Other teachers are often the first to know that one of their own is leaving.

School department contacts are invaluable.

In most cities, the school department must post vacancies internally before advertising them to the general public. Those vacancies are often posted on a bulletin board in each school within the district. Let teacher friends and contacts know that you’re looking and ask them to keep an eye out for you. Knowing that a vacancy is posted internally can give you a leg up on the competition and cue you to submit your resume and cover letter for music education jobs before they’re advertised.

Network online.

Join national and local music teachers associations online, particularly those that hold regular events, symposiums and have a discussion board. Many of them post job openings for members, and more than a few allow members to post job leads and requests for job leads on their boards. Some organizations that you might consider joining include:

Technology Institute for Music Educators (http://www.ti-me.org/)

Music Teachers National Association (http://www.mtna.org)

Teachers.net Chat boards (http://teachers.net/mentors/music/)

The National Association for Music Education (http://www.menc.org/)

Keep in mind that in networking, you get out what you put in. Don’t just join a group and start soliciting for music education jobs. Look for what you can offer – the more you become involved the more visible you’ll become and the more willing others will be to recommend jobs to you.

Networking To Find Music Education Jobs is a post from: Massiverender Business Site