It’s just another day that I go to the barber. Nothing new, going on time so nobody take my place and reading some magazines which all of them talk about Kim Kardashian!
The cleaner at the barber bought Perfect Pushup and he was trying to make some push-ups while all the barbers are making fun of him! Here is what happened:
1 – All barbers did a push-up.
2 – All customers did a push-up (including me).
3 – All customers decided to order Perfect Pushup (including me).
4 – Everyone was HAPPY, period.
Happy customers > strength relationship > build trust > story telling > word of mouth > $$$
Here is what the barber can do to keep or bring more customers or to make new business:
1 – Make a show case for Perfect Pushup or any other tool that the barbers can experience in front of the customers. They will buy because I did.
2 – Make it competitive for the customer by offering free haircut, hair color, etc.
3 – Make a record table for the winners to build emotional connection with the brand (barber shop) and to make other customers ask about that table.
4 – Share some pictures on the barber Facebook page or Twitter. Other customers will like to have that experience.
The customers are coming to have their haircut done but if you have it done with a remarkable experience, they will come back again and again. BTW, I did not notice my new haircut until I get back home and my mother told me about it. I was enjoying the experience during the haircut.
Today, I spoke to Jacob Share. Jacob is the job search expert who created JobMob in 2006, growing it to become one of the Top 3 blogs in the world about finding jobs, having attracted well over 2 million page views last year alone. Going back to 2009, Jacob is the longest-appearing blogger on The Personal Branding Blog other than its creator, Dan Schawbel. Jacob is also the founder and SVP of Share Select Media. He has been recognized as one of the world’s leading 60 Personal Branding experts on Twitter.
Mohammed: How can we keep our offline character authentic with the online presence? Do you think we need to mask some brand attributes such as humorist, honesty, shyness, etc. when we connect to the Internet?
Jacob: I don’t like telling people to hide things. We all have flaws and make mistakes (which is ok!). Rather, emphasize your strengths and let everything else fade into the background. This is definitely easier to do online, where you can pause to think before publishing anything, than in real life where your gut reaction might not always be what you hope it is. How to keep both synchronized?
1) By not trying to hide anything.
2) By choosing a personal brand that fits you like a glove. In other words, the less your personal brand is an act, the less conscious effort it will take for you to build it.
Mohammed: What are your favorite ways to monitor what’s being said about you? And how do you utilize the online conversation to brand yourself and your company?
Jacob: My branding focus is mainly on myself and the best way I do that online is through JobMob, the other places I publish such as The Personal Branding Blog, and my social media activity. I generate a lot of brand-building content, which is likely to drown out anything else about me. That said, you can never be too careful, so it is important to monitor your online reputation regularly. For that, I like to keep things as simple as possible:
1) Create Google Alerts on your full name and any other specific keyword phrases related to your personal brand
2) Do a Twitter search on your twitter id and full name, and subscribe to the RSS feed of the results so you can get updates whenever that search has newer results
3) Check your social network & email inboxes at least once a day
There are many tools you can use to monitor your brand and it’s very possible there’s one that could simplify this strategy for me even further, but I have yet to find such a tool that was as accurate.
Mohammed: Strong online reputation or strong offline resume? who will win in the upcoming years? and why?
Jacob: I don’t look at it that way. Your online reputation isn’t against your offline resume; everything needs to flow together as part of the same personal brand. The more important angle is the one that employers are more likely to see first. Before the Internet, the resume was the typical way job candidates were introduced to a company. Since background checks required extra work, many people were able to have their embarrassing work histories overlooked. That would be much harder to do today when employers can and will Google candidate names, searching for reasons to quickly reject candidates more often than not. Theroleoftheresumeischangingandit’sbecomingmoreandmoreimportantforyourGooglesearchresults to back up your resume’s message.
Brand word: Personal branding has always existed even if we didn’t call it that. The people who’ve met you all have an impression of you. The question is whether they have the same image, and if that image is a positive one. Using both online & offline tools, it’s easier than ever to continuously project and reinforce the desired impression of yourself so that people remember you the way you want them to.
Spotlight: Join Jacob’s free job tips newsletter today to get a FREE copy of his ebook, The Ultimate Twitter Job Search Guide. Subscribe here!
If you are looking for instant customer experience for your hotel, restaurant, hospital, etc.
1 – Provide a computer with a camera at the reception desk connected to the Internet (home page http://YouTube.com) and the customer experience is about one click from reaching the world.
2 – Offer 5% discount at the checkout if the customer follow you on Twitter or like you on Facebook.
3 – Live steaming of the brand’s social media mentions right at the lobby, fitness center, rooms TV and bathrooms : )
4 – Offer free Brownie if the customer check-in on Foursquare/Gowalla and write something about the brand.
5 – Offer free lunch if one of your customers shot you a Twitter #FollowFriday 3 times.
6 – Write the brand or customer care Twitter handle on the room key/card with a note.
7 – Empower your customers by welcoming them with a tweet, text message or email. Make instant impression.
8 – Offer free night or 50% discount if the customer blog about his/her experience. Let’s hope it’s positive!
Very soon, we will never hear these boring messages:
All of our customer care representatives are busy. Your expected wait time is 42 minutes!
This call may be monitored and recorded for training and quality purposes!
You can expect to receive our response in 2-3 business days!
Today’s customer service is a real-time which means we hate to wait until company’s representative come back from lunch to answer our queries. Even most people don’t have real-time mindset yet but they will soon as the social media tools increases and the companies integrating these tools in Customer Relationship Management (CRM) are hugely increasing.
From Wikipedia, Telepresence refers to a set of technologies which allow a person to feel as if they were present, to give the appearance that they were present, or to have an effect. Telepresence has been described as the human experience of being fully present at a live real-world location remote from one’s own physical location.
Even it’s very expensive for these tools to be in the hands of everyone but very soon, all of us can have it and calling a customer service will not be boring anymore.
Imagine you call your bank for a question and you have ex: Cisco Telepresence technology, the customer service representative appears in your house answering your questions in real-time. He/she will not be a robot but a human being standing in front of you. Humanize the customer service finally after years of speaking to walls and wasting our time waiting for emails and phone calls!
All companies are serving others by somehow so not having a real-time mindset or not testing each new media tool with your audience or may be waiting your competitors research about Telepresence while your representatives are reading the script will send your company to hell!
You have two things to prepare: as someone who has influencer role in the company, you need to make sure that the company is ready to change and your manager or CEO has the capability to understand that real-time customer care is not an option. Today as Tony Hsieh said “Customer service shouldn’t just be a department–it should be the entire company.” It means that whatever title or role you are serving in the company, you can influence or change the customer experience.
The other thing to do is to make sure that your customer service first line is the most qualified line in the company. Supply them with tools, training and freedom because your company’s brand is what your customers being treated by the first line. Monitor your lines via “Continual Service Improvement” all the time.
Telepresence is here already and it’s matter of time to see this vision reality, who knows, we could select the sex, age and voice of the person who serve us
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1 – All barbers did a push-up.
Today, I spoke to Jacob Share. Jacob is the job search expert who created 
