Dynamic Work/Life Solutions Blog

Measuring Customer Satisfaction

  

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It is impossible to underestimate the power of public opinion nowadays. Word of mouth is extremely important and intelligent business people are beginning to realize that it’s a good idea to keep this trend in mind when mapping out their business strategies.

No matter how much you pay to have colorful banners advertise your products, contemporary customers may be more likely to cash in on them if they have confidence in the quality of the products and customer services. But how can you measure customer confidence in your product or service effectively? One way is to provide a survey tool for customers to express their opinions.

With the global power of the Internet anyone can write a review of any product or service, and recent research shows that customer opinions often matters more than company advertising. With a lot of active customers willing to express their views on products and services, it is somewhat easier to get to know what they are thinking. Online customer surveys can be a great way to do that.

Online customer surveys are a good way to make you aware of customers’ aspirations, wishes, likes and dislikes. When you are conducting a survey you need to find out a couple of things. First of all, it is important to know who your customers are. Studying your target audience closely can tell you how you can tailor your business strategy in order to meet customer expectations. So customer surveys tell you who is buying from you, who your customers are in terms of age and gender, educational and professional background, location and income, lifestyle and spending patterns. By knowing your customers better you may learn what advertising messages they are likely to respond to, what they think of you as a business, how they value your company when compared to competitors, etc. This may help you be more receptive to their wishes and tailor your business model accordingly.

Customer surveys are not just for sales organizations. They can also be used for companies that provide services such as banking, healthcare, etc. For service organizations, a customer service survey can provide management with valuable input on both short-term and long-term decision-making. It can offer critical operational and strategic advantages over the competition.

Whether you are providing commodity products and services or customized combinations of products, services and systems, a customer service survey can help you understand your relationship with your customers. There are many websites that offer tips and services for designing online surveys such as Question Pro. It doesn’t matter if you use a professional survey service to create your survey or have your IT department design one for you, the benefits of a using this highly effective tool can’t be ignored.

At eni we are dedicated to what our customers think of our service and our relationship with them. Surveys provide the opportunity for us to tailor our business practices to offer superior customer service.

How to stick with your New Year’s Resolutions

  

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January is the season for resolutions and 44% of Americans make or break them.  It is important to make small changes each year and here are some tips on how to stick with them.

1.  Write down your goals and be specific with them.  When setting a goal don’t just say “I am going to drink more water”.  Instead, say “I am going to drink 6 glasses of water a day”.  This will give you a specific goal to strive for.

2. Post your resolution somewhere easily visible and review your progress each day.  If your resolution is in the forefront of your mind, you are more likely to stick with it.

3. Be accountable.  Tell people about your resolution.  Join support groups or do whatever works for you to remain accountable for your successes and failures.

4. Look at the big picture.  Imagine yourself in 6 months or a year and plan from there.

5. Look at making small changes first.  Many small changes will add up to one big change.  When trying to lose weight, just by starting to eat smaller meals throughout the day and then incorporating in some weekly exercise.  These simple steps will make a difference.  Then you can progressively add in larger changes.

6. Set deadlines along with incremental goals and reward yourself for partial successes.  You will be more likely to stay on track if you see small rewards along your journey to change

Appreciate the positive strides that you have made and don’t sweat the setbacks.  Sticking to your New Year’s Resolutions should not be a personal, daily battle.  Take pride in small steps you have made towards healthy behavior change.  Remember that changing behavior is a like a marathon, not a sprint. Slow, steady and stay the course.

For more information on sticking to your New Year’s Resolutions and any other wellness goals, contact eni’s wellness experts today!

Tech Tips from eni

  

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Selecting an internet browser and the version of that browser, with so many options available such as Google Chrome, Microsoft Internet Explorer, Mozilla Firefox, and several others is not as automatic of a choice as it used to be.  Even five years ago Microsoft Internet Explorer was the defacto standard and the browser of choice for 97 percent of all online users.

All of these browsers work well and quite often it is simple user preference for which one to select.  With that being said, Google Chrome has made great strides in market share over the past couple of years and particularly in the last year since Google first announced Google Chrome was ready for business use. 

Google recently completed a three year effort to increase market share of its Web browser “Chrome”. The success is apparent as now the latest version Google Chrome – version 15 – narrowly edges Internet Explorer 8 (IE8) as the most used browser (according to StatCounter Google Chrome 15 had 23.6% market share compared to 23.5% for IE8).  Although Internet Explorer still leads the pack when considering all versions of browsers (37% IE, 27% Chrome, 25% Mozilla Firefox, 6% Apple Safari) the fact that Google Chrome 15 is the most widely used browser version certainly catches one’s attention.  

PC Magazine recently rated Google Chrome 15 as 4.5 out of 5 stars.  The review cited advantages such as “Super-fast browsing performance”, “hardware acceleration”, “Excellent security through sandboxing and malware warnings”, “Instant site prediction and loading”. The review also praised it for strong support for the emerging HTML5 coding system and built-in Flash player, while dinging it for still not being compatible with a handful of sites.  In other words, though infrequent, there are times when using Google Chrome, that a site may not look or perform exactly as it was built.  But again, this is infrequent.

Although our technical support groups test using a variety of browser versions, at eni we’ve been steadily increasing our usage of Google Chrome and currently standardize user desktops with both Internet Explorer 8 and Google Chrome 15.  We are currently testing the latest version of Internet Explorer, version 9 launched in March 2011. We find Internet Explorer 9 to be nearly as fast as Google Chrome.

With four major browser options which include multiple versions of each browser, the consumer is left with both a lot of choices and capabilities to consider.  We encourage testing of all four leading browser types so the user can make the correct choices for them.  For eni, Chrome is increasingly being used as the browser of choice by our users who feel the layout, graphics, ease of use, and speed make it their browser of choice.  But Mozilla Firefox 4.0 and Internet Explorer 9 are two that should also be considered.  And for Apple shops, where Safari is already included with the MAC operation system, Safari 5 is an excellent choice with many capabilities including increased speed, faster java script engine, Bing search, and improved graphics.

2012 – A Challenging Year Ahead for Human Resource Executives

  

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Understanding the psychology of your workforce, retaining the best talents of the industry, motivating employees to perform better, managing change, these are just a few of the challenges that HR Executives face as we move forward into 2012.

This is the time for HR managers to be forward thinkers and look for opportunities to make a positive impact in the workplace.

Here are a few suggestions on how to effectively face challenges in 2012:

• Approach HR responsibilities with a fresh perspective.

  • Be open minded and willing to take risks

• Invest more time and attention to learning more about your organization.

  • Make a commitment to understanding how the company prospers in the marketplace.

• Commit to being a mentor.

  • Take the time to share knowledge, techniques and perspectives with your colleagues.

• Look for new ways to motivate and engage employees.

  • Help people develop and grow their skills and careers.

• Be a force for positive change.

  • Set the tone that influences others toward positive change.

• Focus on retaining your top talent.

  • Keeping your employees excited about giving their best to the organization will help retain their talent.

• Keep focused on the long term objectives of your organization.

  • Be the calming influence that keeps people focused on the big picture despite the interfering emergencies that will crop up along the way.

Most importantly, stay positive about your career and the important contributions you make to the organization.  You are the heart of the “people side” of the business and the one in charge of doing right by everyone.  Rest assured you can make a positive impact in the workplace in 2012!

This article is designed to provide general information and is not a substitute for legal advice

Coping with Seasonal Affective Disorder

  

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The beauty of the autumn and winter seasons may go unnoticed and lose its appeal because of overwhelming symptoms of depression that some people experience.  When depression occurs only during the colder, darker months it may indicate a temporary condition is called Seasonal Affective Disorder (SAD).  Symptoms may include sadness, anxiety, hopelessness, irritability, loss of energy and interest, isolation, and a change in eating and sleeping patterns.  These symptoms then usually recede when it’s sunnier and warmer outside.

According to experts, SAD may be caused by a lack of sunlight.  Symptoms may begin as early as September and not end until spring.  Factors that contribute to the symptoms are amount of light, body temperature, genetics, and hormones.  Reduced sunlight can disrupt your body’s internal clock and cause a drop in a brain chemical called serotonin.

These feelings and symptoms of depression may affect your daily functioning and your relationships.  It may seem that this emotional state will last forever, but if it is a seasonal disorder then the condition is fleeting.  Don’t give up hope; you are not alone in this.  Express and communicate your feelings and concerns.  Seek out supportive networks, such as family, friends, medical and mental health providers, and clergy.  According to the Mayo Clinic, there are steps you can apply to help you manage SAD.  If these symptoms interfere with your functioning it may be beneficial to attend counseling and consider an anti-depressant medication.  WebMD reports that doctors may prescribe light therapy to treat your depressive symptoms.  Light therapy is easy to use as it operates with simulated sunlight treatment.  It is recommended that you use the light treatment every day until the season changes.  You may begin to feel better within a week.

In addition, self-care, stress management, socializing, and taking a trip may produce healthy thoughts and behaviors and help manage the symptoms of SAD. The quicker you recognize the depressive symptoms the easier you will be able to manage them with these steps.  

eni is an employee assistance program (EAP) available to assist with emotional needs and support. For more information on EAP’s, contact eni today!      

Holiday Baking Tips from eni’s Personal Assistants

  

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Since holiday baking is a fun tradition for many families, eni’s Personal Assistants have researched the most popular cookies of the season and we have even provided a delicious recipe for you to enjoy!

Most Popular Holiday Cookies:

• Gingerbread Men
• Sugar Cookies
• Peanut Butter Blossoms
• Snickerdoodle
• Shortbread
• Oatmeal Raisin
• Chocolate Chip
• Cherry Kisses
• Soft Molasses

Holiday Cookie Recipe:

If you need a recipe, last minute gift idea or anything else to make your holidays happy and bright please contact us for a free BalancePro Personal Assistant trial!

Find a Health Care Resolution with eni’s Health Advocates

  

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BalanceCare is your total Health Advocacy Service, designed to help members navigate the health care system and their personal health benefit plan.  Detailed answers from eni’s Care Guides will save companies and their employees’ time and money on these complex and often confusing issues.

All it takes is one phone call to eni’s BalanceCare Guides to get the process started and since no one wants to make repeated phone calls about the same subject, we advise you to please be prepared to supply the following information when you call:

• Demographic information including:

• Name

• Address

• Date of Birth

• Social Security Number

• Contact Phone Numbers

• Place of Employment

• Email Address

• Insurance company name and Member ID number

• Customer service number found on card

• Date of service you’re calling about

• Name of physician or facility with address and phone number if possible

• Amount of bill

• What kind of assistance is needed

• We may also request copies of invoices and/or insurance Explanations of Benefits to be faxed or emailed to our office

Having this information will help us complete your request quickly and efficiently.  Contact us for more information on eni’s Health Advocacy Service.

It’s Not all About You - Customer Service Tips from eni

  

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It's almost a cliche to see and hear organizations advertise to prospective customers about how great their service is. As if somehow, great customer service were just that...bragging about how much you care. You see it all the time, no matter if you're at the car dealer, the bank or the grocery store.

We've all heard the sage advice that "It's what you do, not what you say." "Actions speak louder than words." "Deed, not creed." "Talk is cheap."

If you're in the business of providing positive customer experiences for your firm's clients, this concept is critical to understand. So why do so many businesses continue to make the same mistake?

What these businesses don't realize is that today's consumers are pretty sophisticated operators and they see through such marketing noise for what it is. In fact, if your business is bragging to customers about how great your service is, but your staff doesn't deliver to those promised expectation levels, one could argue that such puffery actually does more harm to your brand than never having promised anything at all! I can think of plenty of times I've been frustrated at a service experience only to notice some cheesy service promise on their literature or receipt about (insert high pitched, whiny voice) "how valued I am." It's the definition of irony. I assume some clever ad agency or marketing genius wrote the copy without giving any thought at all about how an unhappy customer would actually be insulted by it down the road.

The things which matter most in the customer satisfaction business are the specific actions and techniques your organization employs to demonstrate your commitment to your customer. Think about your situation for a moment. How well do your daily actions demonstrate your commitment to your customer's happiness? Do you spend more time telling customers how much you care? Or actually working to solve their problems?

For an excellent real-world example of this phenomenon, examine Zappos. The Neveda-based online retailer is on many people's short list of impressive service providers. Yet, when was the last time you saw or heard an ad from Zappos gloating about how high their level of customer care is? They don't need to because they let their actions do all the talking.

Zappos has figured out one of the bedrock principles of winning the customer satisfaction game: Invest very little in bragging about how good you are and put lots of resources into demonstrating how much you care. Because demonstrating how much you care is the only thing that matters to your customers.

Give eni the chance to show you how much we care!

Winter Activity Tips from eni

  

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It can be difficult to maintain your fitness routine once the cold weather hits.  Snow, ice, and freezing temperatures can make it unpleasant to even leave the house!  To keep you motivated throughout the season, eni’s wellness and work/life experts have provided some tips to keep you going all winter long:

• Buy, rent, or borrow some fitness DVDs.  Many of the workouts can be done right in your living room and require no fitness equipment.

• Re-discover your inner child. Go ice skating, sledding, or have a snow ball fight.  These activities burn major calories and work muscle groups that rarely get used.

• Work extra exercise into your daily routine.  Take the stairs whenever possible, stand while talking on the phone and complete housework like mopping and vacuuming.

• Join a gym or an indoor sports league.  A gym membership will allow you to strength train, perform cardio, and many gyms even offer fitness classes.

• Shovel snow.  This activity is very strenuous, so only do this if your heart and back are healthy and you have clearance from your doctor.

• Find somewhere such as a mall that can double as an indoor track to maintain your walking routine during the winter.

Exercising outdoors in the cold weather requires a few extra safety precautions:

• Dress in layers and be sure that the outermost layer is wind and water resistant.

• Warming up is extremely important in chilly weather as your muscles will be cold and potentially stiff, so start slow and work up to full exertion.

• Stay hydrated!

• When you come indoors remove clothing layers slowly to avoid getting too chilled from a sudden drop in temperature.

• Finally, always check with your doctor before beginning any new fitness routine.

For more great ideas on staying active during the winter months, contact eni’s wellness experts!

Sales Lessons from eni – Become a Partner

  

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One of the most common topics of conversation in any sales conference or meeting is the difficulty in getting past the gatekeeper at a potential customer. The ultimate goal for any sales person is to get an opportunity to meet with the decision maker at a prospective company. The goal of the gatekeeper, on the other hand, is to only selectively allow contact with that same decision maker. Your success in reaching the decision maker translates into a failure by the gatekeeper in their goal of stopping you. This obviously can and will lead to conflict!

There are several different ways to approach this area of conflict. One is to make the decision that any technique you can come up with that gets you through to your target is justified. While this might be successful, it will establish you as a threat and the gatekeeper’s job could actually be put in jeopardy by your ability to get past him or her. You may get your audience with the decision maker but you will have made an enemy and that will inevitably come back to hurt you later on. In the pharmaceutical world, this approach was the very common due to the extreme pressure on making a daily call quota on targeted physicians.

The second approach is to take the initial rejection or resistance that you encounter from the gate keeper and to simply leave a message or information packet with them. This is the easiest of your choices, however, not necessarily the one that will bring you short or long term success. The gatekeeper has accomplished his or her job, you have somewhat accomplished yours and more than likely, nothing will come out of it. You can put the call in your CRM system, claim the potential piece of business in your pipeline report and hope for success. The problem is that you really haven’t made much of an impression nor given the gatekeeper or decision maker any reason to take you seriously.

The third possibility is to create a partnership with the gatekeeper. I can see many sales professionals out there shaking their collective heads saying that this is just wishful thinking. It is possible! The first obstacle is overcoming the reluctance to do a little homework. If you can gather a little market intelligence on your prospective client, you can customize your approach with a question or a request that might allow the gatekeeper to see you as an ally as opposed to being a threat. By bringing value to the gatekeeper and their manager, you can both get something that you each want or need. As a sales person, you need to get your proposal in front of the decision maker. The gatekeeper needs to keep people away from the decision maker who will waste their time. If you provide value, a solution to a problem that your investigative questions uncover, you are viewed as a partner, not just a vendor.

I can say from experience that it is a much more pleasant experience to be viewed as a partner rather than as a vendor or just another sales person trying to break through the gatekeeper’s door. You may be able to get more presentations by being sneaky and battering down the gatekeeper’s defenses but you will find that you will get more referrals and open doors by becoming a valuable member of the team.  Here at eni, we strive to begin each relationship as a true partner.

Try it!