Vero cafe cross sales

Jau ne pirma karta buvau maloniai nustebinta Vero Cafe, esancio Jasinskio g., darbuotoju (gaila nepaklausiau vardo). Pirma karta apsilankius ir uzsisakius kavos, jis maloniai man pasiule prie kavos isigyti Zmoniu zurnala. Mano nuomone sauni ideja - kava ir zurnalas puikiai dera, o pasirinktas zurnalas yra pats populiariausias Lietuvoje, tad sioje vietoje cross sale pardavimai neabejotini. Siandien tas pats darbuotojas man prie kavos pasiule saldumynu ir tikrai nuosirdziai bande itikinti, kad verta si karta nesusilaikyti ir isbandyti ju sviezia bandele:)

Druskininku kepyklele

Sia istorija pasidalino kursioke (beje pasidalino su visu 50 asmenu kursu - word of mouth galia!), su kuria pries kelis menesius turejome isvaziuojamasias paskaitas Druskininkuose. Taigi, per petraukele nuejo kursiokes i netoliese Spa Vilnius esancia kepyklele. Svieziu bandeliu ir kavos kvapas viliojo tiesiog is lauko. Bandeliu pasirinkimas sioje kepykleleje tikrai nemazas, tad sulaukus savo eiles ir niekaip nenuspresdama, kuria bandele paragauti, kursioke pasiteiravo pardavejos: "kokia bandele Jums skaniausia?" ir cia ji sulauke atsakymo is nelabai patenkintos pardavejos: "Jokia"...

The Email Marketer's Success Kit: Five Trends for 2012

Labai trumpos ir aiskios rekomendacijos apie email marketinga. Dalinuosi su Jumis, ka perskaiciau Maciej Ossowski straipsnyje skelbtame 2012 m. sausio 3d.

This article is about:

Five email marketing trends that'll hold strong in 2012

Why knowing customer preferences is pivotal to email marketing

The email marketing environment shifts especially swiftly, so let's take a look at some of the key trends that dominated the game in 2011 and that will surely continue to reign this year.

1. The R Word

Some email marketers hate the term, but hey, relevancy is here to stay. Email service providers, such as Gmail or Hotmail, continue to develop new ways to prioritize messages with a very individual approach. Newsletters no longer have to be marked as spam to disappear from one's inbox.

Considering the ongoing emphasis on features such as Gmail's Priority Inbox or Hotmail's Sweep functionality, senders need to ensure the relevancy of their offers. Gone are the days of "batch and blast." 2012 is all about tailor-made offers matching the recipients' preferences. If you miss that, you will lose conversions, decrease your sending reputation, and wind up in the junk folder.

2. Personalization 2.0

Is anyone still impressed by the plain "Hello, (first name)" type of personalization? The answer is no, and it's high time to take email personalization to the next level.

This year will be all about using customer data for newsletter content. Purchase history, website activity, and customer relationship management (CRM) data will be used widely among top retailers to ensure that their emails are as personal as possible.

If you hadn't started collecting the "finer" data yet, this past holiday season would have served as a great opportunity to learn more about your customers so you could send them more personalized emails this year.

3. Click "Send" Less Often

Clicking the "send" button less often is something you should definitely do over the next 12 months. Don't get me wrong; that doesn't mean that you should send fewer emails. Communication is becoming more and more event based, so the subscriber should actually prompt your sending of an email in most cases.

How? That's easy. Here are some examples:

• Sending emails when a customer abandons her shopping cart
• Sending welcome messages to new subscribers
• Sending "thank you for being with us" newsletters

Event messages (or, so-called triggers) will become more and more popular this year, and they should definitely be a part of your email strategy. Event messages reportedly have nearly 71% higher open-rates, and they can generate five times higher return on investment (ROI) than a standard weekly newsletter. Offers created on the fly will surely be on the come up!

4. What, When, How... Let 'em Decide

Facebook is getting more and more popular, and people love to tweet because of the brevity of 140-character-limited messages. Some 15% of email opens were generated via mobile device in 2011. Is that something that you should worry about? Does that mean that the good ol' desktop email clients will shortly become obsolete?

No!

2011 was a decisive year for email marketing. With ROI at its finest (4000%, according to the DMA), we've witnessed a definite channel and platform infiltration. Facebook fans sign up for newsletters on fan pages. Email users hit "Tweet this!" buttons in messages to share hot offers with their followers. Smartphone users consume email communication while stuck in traffic jams or while waiting in line at coffee shops.

The word "cross-channeling" best describes this channel infiltration and teaches us a great lesson for 2012: Be wherever your customers can be. Make sure your newsletters are readable on an iPhone. Capture customers' email addresses on Facebook. Let them share your offers with their network. "Social" no longer applies only to social media. Social = marketing communication. You can be social via email, Facebook, Twitter, blogs, SMS texts, PCs, Androids, iPhones, etc. Those who work across those channels effectively will win the most customers.

5. So, Will It Be Any Good?

Absolutely. Yes. Email marketing is here to stay; and as one of the most cost-effective channels, it'll still be popular in the struggling economy. With marketing budgets being cut back, emails are still the best way to retain current customer databases and open many upsell opportunities via low-cost promotions.

Optimize your email communication, and follow your customers' needs and preferences. I'm sure your email ROI will not disappoint you in 2012!

What You Can Learn from the Ritz-Carlton

Great service is your biggest marketing campaign!

an article by Matthew Swyers Dec 12, 2011

When your employees are trained that the customer is always right, they will handle unexpected situations with the best customer service.

A few months ago we were reminded of what great customer service can do for a business. My wife and I had arranged to get away for a weekend to Charlotte, North Carolina to see one of Cirque du Soleil’s latest shows. Having purchased the tickets months in advance we could not have known then that both the Duke and University of North Carolina’s basketball teams would be in town for the opening of the NCAA men’s basketball tournament. As the masses of fans descended upon this little big town hotel rooms became scarce. Given our limited choices of hotels we decided to splurge and stay at The Ritz-Carlton, Charlotte. In doing so, we received a first-hand reminder of what a great customer service organization looks like and what great customer service can do for your business.

On Saturday morning we wanted to go out exploring. I realized I had forgotten my sunglasses in our car which had been parked with the valet the night before. Rather than have them pull the car around for my sunglasses I called the front desk and asked if they could run to the parking deck and get my glasses. The answer, “Yes sir, is there anything else I can help you with today?” By the time I reached the lobby the valet was there with my glasses.

Later as we were rushing to get ready for the show we realized my wife forgot to pack her hair brush. Again we called down to the front desk. Within minutes a Ritz-Carlton employee was at our door with a selection of brushes from the downstairs gift shop. Does the Ritz-Carlton have systems in place for misplaced sunglasses or forgotten hairbrushes? Probably not. Rather, they simply create an environment that the customer is always right and that they will do what it takes to satisfy their guests’ needs.

On our last day we decided to get a work out in. In the exercise room every cardio machine has a fresh towel and bottle of water ready to go for guests. How? About every ten minutes a hotel employee sweeps through the gym, wipes down any equipment that has been used, rolls up a fresh towel for all such equipment and places a fresh bottle of water thereon for the next rider. In short, from top to bottom every moment of the experience at The Ritz-Carlton reminded us of why they are a leader in customer service and why they enjoy the reputation of being one of the finest hotels to stay in the world.

So why is this relevant to your business? What can we learn from The Ritz-Carlton? The value of becoming a great customer-service organization cannot be understated.

It allows you to:

1. Charge a Premium for Your Goods or Services. Where your competitors may compete in a race to the bottom by lowering their prices, a great customer service organization can actually charge a premium for their goods or services. People are willing to pay more for the quality and the level of service they provide. Where would you and your organization rather be?

2. Better Equipped to Handle Customer Issues. Even the best of the best experience customer service issues once in awhile. Obviously we strive to eliminate all such issues prospectively by systemizing everything and training our employees on providing amazing customer service. But despite our best efforts customer service challenges will arise. When they do, if your employees are trained well, they and your organization as a whole will be better equipped to deal with these issues to keep your clientele ecstatically satisfied with the services you provide.

3. Create a Marketing Buzz About Your Business. When is the last time you heard someone recommend something that was just okay? Great customer service creates a buzz about your business which is worth its marketing weight in gold. In essence, great customer service organizations know that as word spreads through their emphatically satisfied customers about the level of service they provide, it will be broadcasted to the relevant consuming public. Before long your business becomes synonymous with a level of service customers want. It creates its own marketing buzz for your goods or services which, in turn, helps you distinguish your business from your competitors.

Does all of this work? Well, as we left The Ritz Carlton that weekend sure we paid a few dollars more for our room but we were happy to have done so. They took care of issues which arose during our stay that we did not even anticipate and did it with a smile. As for a creating a marketing buzz, this customer was so impressed he wrote about it on Inc.com.

So is it worth it to create a great customer service organization? You bet.

Hotel Grata Vilnius or maybe persona non grata?

I inspected hotels in Vilnius today together with my guest from Norway. When we arrived at Grata hotel (grata in Latin means welcome) we were unpleasantly met by the reception guy who was not very satisfied when we asked to show us a room. Finally he agreed with his colleague (name Fortunatas) that he shows us around. When we were walking to the room the employee told us: "Don't expect anything special", latter he added "don't expect too much".. meaning it is better not stay in this place.

We felt like personas non grata rather than welcome.