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I doubt I am the only one who gets that feeling in the pit of my stomach when I realize I have been redirected to a company’s call center. Let’s face it, most of us hate call centers. Why? It boils down to our past experiences with customer service.
If you are a business-owner and your company has a call-center, ask yourself these two questions:
If you answered yes to one or both of these questions, then your call-center needs to step it up.
A call center is usually the first impression customers have of a company. A customer assigns a voice, an attitude, a personality to a company within the first few seconds of their interaction with a company’s call center employee.
Call centers are often an overlooked part of sales and KPIs. If you are looking to improve brand loyalty, then good customer service matters.
As a business-owner, you have to ask yourself the hard questions. Do you have the right staff and training to support your sales strategy? Your talent affects your market value. It is not just the key decision makers who are the most essential people in your company. In fact, your call center is an extension of your sales team. You never know who could be on the other end of the line. It could be someone from Forbes Magazine! How your call center employees handle a telephone call could make or break a customer’s brand loyalty to your company. It really is about how your customers experience your brand daily, consistently.
Running a business is not all about making money. Your company should focus on being consumer-centric if you want to be successful in today’s marketplace.
Baker Creative recognizes that every touch point matters. We partner with your HR management to recruit, develop, communicate, train and retain your talent to think, understand and speak with one voice. Baker Creative is here to help you stand out – to help you realize your company’s full potential. Because when every one of your employees is connected to your company’s mission and vision, anything is possible.
Photo Source: freedigitalphotos.net
Many people who are new to social media can get frustrated when their new Facebook page or Twitter account does not bring in the numbers they were hoping for. If you are a newer company and compare your social media site to Kellogg’s, you are already setting up yourself for failure. There are many reasons why Kellogg has so many followers and likes and one is because they have strategies and people working hours everyday to engage just on social media platforms. If time like that is not on your schedule, there are agencies out there, like Baker Creative, who will do that work for you and take that stress off your hands. But you have to understand what you will see from social media.
With that said, here are a few misconceptions about social media:
After reading these points, you as reader may be thinking, “then why should I get social media at all?” Yes, social media cannot do the above points, but with the right person and strategy working with your social media, these points CAN BE ACCOMPLISHED OVER A CERTAIN AMOUNT OF TIME. Social media is about building online relationships where your audience resides. Success is never guaranteed overnight and it takes time to develop a new brand. Baker Creative has a lot of experience with implementing social media strategies with marketing and public relations strategies. Give us a call.
This week is National Retirement Planning Week and Baker Creative wanted to look at the progress baby boomers are making in retirement. It turns out retirement may be further in the future than we thought. It is no secret that the economy has been on the lower end of the ladder for the past several years and as it turns out it is affecting our older generations.
According to the IRI, baby boomer’s confidence in retirement has decreased 7% in the past two years. Baby boomers have come across expenses they were not aware they would have. Increasing medical bills and college tuition from their children has become a roadblock from the goal of retiring. For some though, retirement is boring and the love for the corporate world is creating an issue for younger generations.
What does this mean for baby boomers and generation y?
Baby boomers may have to push back their retirement 10 years, which could cause issues with generation y to get jobs they went to college for. This could cause businesses to suffer. With the emerging world of technology and moving into the digital age, baby boomers are not as educated on the technology side as generation y is.
Businesses that cater to the retired could also suffer. Retired communities, golf courses, leisure vacation spots are all targeting the baby boomers to sell their product. If there is less of an audience to sell to, it could result in these businesses taking a financial short fall.
Generation y is seeing the impact of this issue as well. Graduating from college is getting pushed further back because there are no jobs to go to. These younger adults are settling for retail jobs and restaurant jobs while waiting for their job in the field they studied for to open up. This could set them back to excel up the corporate ladder. For example, after five years of searching for a career, a recent college grad will enter in an entry-level job that does not pay as much as they need at their age. This will make it hard for them to pay off loans, buy a house, start a family or invest in a new car. This trickle down effect will most likely delay their retirement due to a late start in their careers.
It is understood that some baby boomers do not have a choice on whether they consider retiring or not. For those who love the corporate world, consider retirement or at least take a generation y worker under your wing to pass on your knowledge and legacy. They can learn a lot more from you on the job in comparison to what they might have in college.
Many companies have little issues with crisis. They have great customers and their product is a success. What happens when the quality of service decreases? Or you decide to add to your product and people do not like the change. Customers are the most important value to your company and if they are not happy, it could cause negative outcomes.
If your company recognizes these problems, it may be in your best interest to hire a PR professional to strategize a plan and help you through whatever your crisis may be.
We have all heard that Generation Y is a new breed of employees. They are used to a fast-paced world and are up-to-date on the latest technology. Knowledge of the Internet allows them to find information in a split second and connect to almost anyone around the world.
If a Gen Y feels bored or that they don’t matter, their work ethic will deteriorate. In an economy like this, we think, “how can they be picky?” With most of their qualifications, many companies will be eager to hire the new mind of a Gen Y.
How can a company be flexible to train Generation Y to be great future leaders?
These are some simple recommendations to starting a Gen Y on the right path. Older generations have knowledge that can be valuable to Gen Y and help them grow as professionals. For more information of generational research please contact Baker Creative at baker-creative.com.
For many years, the Internet and social media have been given a bad reputation. It is known for spreading vulgar pictures, false rumors and stealing identity capabilities. Social media has been a big hit in the news generating stories about rape, political scandal and celebrity bashing. Most adults are trying to stray their children away from being sucked into this digital world they spend several hours a day in.
What most people are unaware of is how effective social media can be when it comes to spreading awareness about a serious topic. Many non-profit organizations have fan pages that contain information on how to donate, become involved and get educated on a topic. Other social media pages can promote topics, like anti-bullying or pro-life. People can “like” and “share” these pages to educate their friends on subjects they might have a personal connection.
Here are three social media pages that we believe have a really good message and make a difference:
Bully – Bully is a Facebook page that promotes The Bully Project, a documentary following five kids for one school year to see how students, schools and parents deal with bullying. This is a very touching site that shares emotional stories and pictures about kids who have dealt with bullying or who stand up to bullies. Just by looking at this page, you know the goal is to educate and prevent further bullying in America.
The Lazy Pit Bull – This site is a dog activist site that promotes the breed of pit bulls. This page contains stories, facts and blog posts about this misunderstood breed. One great thing about this page is that Christina Berry, who is the creator, believes that networking can save animals’ lives and has pictures and stories to prove it. Every day there is a posting about a dog who is on “the list” to be terminated at a shelter. She encourages others to share this dog on their wall in hopes it will reach someone who will save that life. When an animal is saved, she makes sure to update her followers.
Operation Blessing International – Operation Blessing is a humanitarian organization that provides disaster relief, hunger relief, clean water, medical aid and orphan care to poverty stricken countries around the world. This organization is faith based that educates about poverty, shares heart-warming stories and donates time and money to help those less fortunate. This social media page is a great example of how people connect all over the world to help others.
These pages are only a few examples of how social media is connecting people and changing the world for the better. Today’s youth can learn from these stories of how good deeds of one person can turn into a better life for someone else. If kids were taught that sharing a photo of a dog or taking a pledge against bullying can change the life for someone, they will learn the value of staying connected.
For more information on these organizations:
Where did we get this whole notion of showing the ones we love how much we love them on February 14th?
Saint Valentine was the main person who started this day of love, hence Valentine’s Day. There are many stories as to who this man was and why he became so important. The first story comes from the Catholic Church. Valentine was a priest in third century Rome. When the Emperor outlawed marriage for young men, because he believed only unmarried men made the best soldiers, Valentine performed marriages in secret for young lovers. Once Emperor Claudius discovered his secret, Valentine was put to death.
Very noble of a man to stand up for love even when it’s not his own.
Another story tells us that Valentine was imprisoned for helping Christians escape Roman prisons. In this legend, Valentine sent his first “valentine” greeting when he fell in love with a young girl who visited him in prison. Before he was put to death, it is said he wrote one last letter and signed it “From your Valentine” which is still used today.
Now as I said these are legends, but these legends tell stories of heroic men who had sympathy for love. Now, if we keep going along the lines of history, we find that the Christian church placed “Valentine’s Day” in the middle of February to Christianize the celebration of Lupercalia. Lupercalia was a festival in honor of Faunus who was the Roman god of agriculture and to the founders of Rome, Romulus and Remus.
This festival began at a cave where it is believed Romulus and Remus were raised by a she-wolf. Priests would go to sacrifice two animals for fertility and purification and then go to town and mark women and crop fields with the blood. It was said women would become fertile for that next year and would find the love of their lives.
History can tell us amazing things that we never would have considered. But to answer my earlier question, greeting card companies did NOT create Valentine’s Day. It wasn’t until the 1900s that cards were printed to replace hand written letters.
Valentine’s Day does not have to be just for couples. It can be for friends and family as well. So here is a challenge. Write a hand written letter to the ones you love and tell them what they mean to you. Use good old fashion pen and paper and send the letter via mail. This will make it more personal then a card someone else has created for you. Feel free to post your thoughts or stories about Valentine’s Day.
Happy Valentine’s Day!
Everyone knows that keeping the look of your brand is important. It is important for the public, employees and potential workers to know what the company’s values are so these potential customers are more apt to embrace what the company has to offer. An unorganized website, out-of-date social media profile and confusing logo may not be perceived as professional.
When graduates are on the search for employment, they take a look at the company website to see what it is all about. For instance, a recent graduate that is employed with Baker Creative mentions that she likes to see what the layout of the website is.
“When the website looks clean and organized, that shows me the company really cares how their brand is portrayed to the world.” Michele Cuthbert mentions.
Websites, just like social media profiles, need to be organized in a manner that is easy to understand. Nothing throws off a potential client like a confusing website.
Social media and community engagement are two ways to step-up your brands image.
Social media can easily hurt your brand. Not only can the social media specialist post something that can be considered rude, but employees can post things on their personal page about your company that looks bad. Usually if the post is bad enough, people can get fired and not even realize what they even did.
For example, a 22-year-old had just been offered a job at Cisco and, like any young adult, wanted to announce it to the world. This may not have been the best way to do it:
“Cisco just offered me a job! Now I have to weigh the utility of a fatty paycheck against the daily commute to San Jose and hating the work.”
When another Cisco employee saw this tweet, they passed it along to the hiring manager. The young man lost the job offer before he could even start.
A brand suffers even more when the social media blunder comes straight from the company. When Kenneth Cole used the #Cairo to announce his new spring line, followers became enraged.
“Millions are in uproar in #Cairo. Rumor is they heard our new spring collection is now available online…”
A company using a hash tag that is related to a country crisis may not get the best reputation.
Brands can also benefit by being involved with the community around them. Being a local contributor to a charity or holding an event to raise money for a nearby school really makes the public they show they care.
Keep your brand looking good and you will have a thriving business.
For more informations please visit Baker Creative
There is no doubt that women are starting to excel in the workforce and they are excelling everywhere. Baker Creative interviewed a woman who is involved in the process of drilling wells for natural gas.
Lydia Sinemus is a Senior Geologist in the natural gas industry. She has a Bachelor of Science in geology and a Masters degree in environmental science. When we conducted the interview she told us there are not many women in this industry, but the opportunity for them in this line of work is growing.
Lydia has been drilling in Virginia for four and a half years and has been in the industry for almost 20.
Baker Creative (BC): “What exactly does a senior geologist do?”
Lydia Sinemus (LS): “My job is to find areas to drill. My team and I do this by studying other wells and mapping locations to find the gas bearing formations. Since the target formation is one mile underground it takes a lot of research to make sure we have the right spot.”
BC: “What are your top challenges and how do you deal with them?”
LS: “I would have to say gathering information and the time constraints. Making sure every detail is correct is very important so that we can find the right spots to drill. The time constraints are mostly because we drill in the spring and summer so we have the fall and winter to get ready. During these months we do all of our research to get ready for drilling season.”
BC: “How do you believe you help grow the business?”
LS: “When the wells are successfully drilled. If they’re not successful, I haven’t done my job. I am also apart of the PR committee which works to educate communities about natural gas and all of its benefits.”
BC: “What do you think people take for granted about your job?”
LS: “I think some people believe we just grab a rig and start to dig. They do not realize how much work and how long it takes to do background research on the drilling. It takes 6 to 8 months to do the research and get prepared.”
BC: “What are the two things that need improved in the business?”
LS: “I believe every company can always be improving on communication and that goes for our company as well. Internal communication is very important. There are many steps to starting a drilling job and if something is not communicated correctly it can really mess with the process. Also external communication, even though everyone is doing a great job with getting the word out about natural gas it can always improve. Natural gas is such a great story, we really need to spread the word!”
BC: “If budget were not an issue, what is something you would want to perform the job better?”
LS: “We do use high quality technology. There is seismic and micro-seismic technology out there that captures pictures of rock under ground through waves when the ground is struck. These waves are made by using a thumper truck to hit the ground. Companies use this technology, but it is a little hard for us because of the abundance of coal mines in the area. Since there is space under ground because of the coal mines, the waves are not as accurate so we do not use this technology.”
BC: “How does your contribution make a difference?”
LS: “My team and I help find successful areas to drill. If our jobs did not exist, it may be a little hard to find the correct land spots to drill on. Each year our results are better and better so I believe that makes a difference.”
Lydia is a great example of women who are working hard to be in a man’s field. These jobs are growing all over the country and the demand is high. We would like to thank Lydia Sinemus for taking us through the life of a Senior Geologist.