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Posts from November 2014

November 21, 2014

Dealing with the Devil: How to Tame Difficult Clients

Clients can be a source of delight and sorrow for the business owner. One thing is obvious; they are completely vital to the success of any business. Dealing with difficult clients comes with this territory, but it may be easier than you think. It always comes down to identifying client needs, and then fulfilling those needs. Here’s how to do just that.

1. Listen and Repeat

We have all heard the famous saying that the customer is always right. While this might not always be true, there is something to gain from the idea. A dissatisfied client is usually upset because they feel they are not being heard. In some instances this is due to the typical indifferent customer service agent who is simply reading a script and keeping one eye on the clock. This is understandably upsetting to any client. It is important to train your people to listen carefully, and then repeat the concerns back as you have heard them. This immediately proves to the client that they are being heard.

Most businesses would be surprised at the difference this practice makes. Although it can be exhausting, doing this is important to the success of a business. According to American Survey Express, 78% of consumers have abandoned a transaction or not made an intended purchase because of a poor service experience. When you do the math, taking the time out to listen ends up being less expensive than the clientele lost due to bad service.

2. Offer Sincere Apology

Apologizing is very difficult to do, especially when you feel no direct responsibility. For the sake of the business and client, this is something that needs to happen daily; perhaps even hourly, depending on your market. An apology can act as a soothing balm to an irate client. No matter what the issue, some clients appearing to be very angry can be calmed down by a sincere apology. It is obvious that a resolution must follow, but an honest apology comes first.

It is important to realize, however, that if a business is known to offer empty apologies to try and sedate customers, those efforts quickly become futile. Clients are very smart and will see right through this. An insincere apology runs the risk of further aggravating a difficult customer. Lee Resources shows that 91% of unhappy customers will not do business with you again. Dealing with each customer like they count is paramount to maintaining good business.

3. Answer the Question

According to consumers, customer service agents failed to answer their questions 50% of the time. There is no explanation needed as to why this is unacceptable. Most clients would rather wait for a correct answer than not receive one at all. Some customer service representatives knowingly offer the wrong answer to a client because they are afraid to appear incompetent. This often results in the client getting very angry the next time when they are told the information they received and acted on was completely wrong.

It is advisable to take the time to answer each question correctly in order to have a satisfied customer. An Understanding Customers survey shows that it takes 12 positive experiences to make up for one negative one.

Customer service is one of the most difficult things to provide, but when done correctly it results in success. This is because most businesses deal with people at some point. Crafty marketing ideas are beneficial, but good customer service is a necessity. In a survey conducted by McKinsey, results show that 70% of buying experiences are based on how the customer feels they are being treated. It is not always about the product.

Maya Angelou stated it clearly; “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel”. Finding out what they need directly from the client empowers the business. Instead of blindly providing service, surveying the client enables them to address issues that the client is concerned about. This creates a lasting relationship between the business and client.

November 12, 2014

In the news ... November 12, 2014

New Study on Monetizing Digital Media: Trends, Key Insights and Strategies that Work

MONTREAL, Nov. 10, 2014 /CNW Telbec/ - The Canadian Interactive Alliance / L'alliance interactive canadienne (CIAIC) releases Monetizing Digital Media: Trends, Key Insights and Strategies that Work, an examination of recent trends and key models being used to monetize digital media content. The study was conducted by Communications MDR and authored by Maria De Rosa and Marilyn Burgess, with the support of the Canada Media Fund (CMF), the Ontario Media Development Corporation (OMDC), the Bell Fund, the National Film Board (NFB) and the Department of Canadian Heritage.

Integrating key insights by industry leaders and examples of successful monetization models and strategies being used by Canadian companies, the report provides an overview and analysis of recent global trends and key models being used to monetize digital media content. As stated in the report, digital media are being monetized in a rapidly evolving and complex ecosystem requiring a sophisticated understanding of consumer behaviour as well as an appetite for experimentation and risk.

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 CBC News and The Weather Network Enter Content Sharing Agreement

CBC News and The Weather Network are pleased to announce a new content sharing agreement, bringing together Canada’s leading sources of weather, news and information. Beginning December 8th, national weather forecasts on select CBC News television properties will be provided by The Weather Network’s team of meteorologists and on-air personalities, while The Weather Network will gain access to CBC News weather-related stories, analysis, and video content for use across its platforms.

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Ryerson School of Media Announces New Award

The RTA School of Media at Ryerson University is pleased to announce a new award that recognizes individuals from diverse backgrounds. The Marci Ien and Dwight Drummond Award celebrates students from under-represented and marginalized communities who show great potential in any three of RTA's programs.

Marci Ien and Dwight Drummond, both influential figures in Toronto’s media industry, share a passion for education. Their success stories, and the help they received while at RTA, contributed to their decision to offer the award. Drummond, co-host of CBC News Toronto, was a recipient of the Lorne Greene Award for the recognition of Canadian talent while at RTA. He recalls, “It came at a time when I was worried about how I was going to pay for the books for my classes. It gave me just the right amount I needed to cover the costs. I just remember the incredible sense of relief I had. It was like somebody was looking out for me. I knew that if I was ever in a position to do that for someone else I would. This award is my opportunity to pay it forward.”

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November 06, 2014

In the news ... November 6, 2014

RBC AND MASTERCARD TESTING WEARABLE PAYMENTS

Toronto's Bionym is helping brands stay ahead of the adoption curve

RUSS MARTIN  NOVEMBER 05, 2014

RBC and MasterCard have joined forces with a Toronto startup to test wearable payments.

The company, Bionym, announced a pilot program for its Nymi Band wristband on Monday that will see it partner with banks and credit card companies to turn the wearable device into a mobile wallet. The announcement was made at Money2020 in Las Vegas, a conference about innovation in payments and financial services.


TORONTO STAR TO ELIMINATE PAYWALL IN 2015; LAUNCH NEW TABLET EDITION

Torstar Corp. plans to remove the paywall at the country’s largest newspaper, the Toronto Star, next year to coincide with the launch of a new tablet edition.

The owner of the Toronto Star and other publications said its main focus is on delivering content across multiple platforms – a move it’s betting will attract more readers, and bring national advertisers back into the fold.

“This is an important strategic step forward for the Star and for Torstar as we commit to our future of cross-platform, a future that we recognize will be increasing mobile,” Torstar president and CEO David Holland told analysts during a conference call Wednesday.

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 Manitoba teacher recognized for interactive teaching of First Nations students

Connie Wyatt Anderson, a teacher at Oscar Lathlin Collegiate in Opaskwayak Cree Nation, Man., has been awarded a 2014 Governor General's Award for Excellence in Teaching Canadian History. 

Anderson will be formally presented with the award at Rideau Hall on Nov. 3. 

The awards are made possible through Canada's History Society, which recognizes Canadian teachers who are helping to 'bring history to life' for Canadian students.  

Canada's History Society, a national charity which promotes Canadian history, describes Anderson as a "dynamic teacher on a First Nations reserve 600 kilometres north of Winnipeg [who] is engaging her students in a real-life cultural quest."

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