Perseverance.....to bolster, sustain, or uphold

It all started with this bracelet I ordered from Endorphin Warrior a few weeks ago. I saw the ad from a local sports magazine and since I thrive on inspirational moments I had to order this bracelet. My online experience was effortless and did not forget to ask me the lead source which from a CRM (Customer Relationship Management), angle was a good thing. Again, nothing out the ordinary in ordering and I received the bracelet sooner than expected.
I immediately received a letter thanking me for the purchase as well as an e-mail follow up wanting to know how I liked the bracelet.
I really liked the bracelet but I have small wrist so the metal plate rotates to the underside of my wrist and I mentioned that in my response.
Eric, the owner immediately wrote me back, apologizing and offering to send me a newer version that allows for adjustment for smaller wrists......free of charge. He wanted me to be completely satisfied and what he was created was an ADVOCATE which carries more weight than a satisfied, loyal customer.

Yes, he is a small business owner but from subsequent conversations wants to grow and maintain his attention to his customer base, he wrote:

"I'd love to learn more about what you do...as I have a lot to learn in that area. Right now I'm a very small company and can (and want to) personally handle communication with my customers. I definitely want to build Endorphin Warrior into something larger but not at the expense of losing the "human" element. I want to learn how to grow the business and still keep the human and emotional side of my business genuine and strong. Anytime you'd like to share what you do, I'd be interested in hearing more about it."

Impressive to say the least and technology today has allowed for businesses of all types to automate their responses without losing the personal touch. A lesson learned to businesses of all sizes and during this time of economic slowdown NOW is the time to put this into action.
We will get through this, the question will be what have you done to establish yourself in a positive way when the slowdown is working its way towards normalcy?

Eric has lessons for everyone for any size business:

• Know where your customers are coming from.
• Focus on the customer's experience.
• Focus on exceeding their expectations.
• Focus on making them advocates
• Take note of successful repeatable processes
• Duplicate through automation
• Repeat and know the CRM Mantra....People...Process....Technology...in that order!

Have your advocates marketing for you like me, it is really is all about me......Perseverance

CRM meets Social Media at the Wharton School of Business

I was asked to facilitate some sessions directed to the Sales and Marketing BA and MBA students at Wharton in January on how traditional CRM strategies are now in a new phase of Social CRM, also known as CRM 2.0.

Wharton School Visiting Associate Professor Sandy Jap is preparing her students for a career in marketing with the latest information on how online communities have changed the playing field for CRM strategies. There's no doubt that businesses need to adjust current models to meet the needs of this emerging medium.

I was not surprised at the student's proficiency in Social Media given that most of them grew up on the internet but they were eager to learn that their experiences in Social Media will be a welcoming trait to the corporate world that they will enter. Corporate executives are still trying to get their arms around how to integrate Social Media into their traditional channels of engagement and they desperately need employees that are comfortably engrained in Social Media practices. On the other hand corporate executives can lend their extensive knowledge of traditional CRM to the interactive generation for an effective blend of collaboration at its best.

My word of advice to the corporate world is to invite this generation in the conversation; they get it and are versed in all of the tools of Social Media. In preparation for them entering the workforce I would advise you to make your company's image and workplace more social media centric. You will not want to miss out on this talent because they do not see a familiar form of interaction.

Remember, social media may have grown its roots in the younger generation but they grow up, move on and disperse their databases with them and they EXPECT social media to be in the mix.

Key Takeaways were:

• Traditional CRM strategies will have to provide a Social Media aspect.
  
• Social Media is not a separate entity from CRM it is a blend of your traditional strategies.
  
• Students entering the workforce can accelerate your companies Social Media initiatives, invite them in!
  
• Social Media in your workplace will aid in attracting the best incoming talent currently fluent in usage.
  
• Use the economic slowdown time to indoctrinate Social Media to streamline your processes and give your most valued asset, (your customer) a voice.
  

It was a privilege for me to have the opportunity to address these students and I hope to extend a hand to their future success.