14 Practices That Are Roasting Your Consumer Experience

14 Practices That Are Roasting Your Consumer Experience

According to the American Customer Satisfaction Index’s (ACSI) last report Q3 2022, customer satisfaction rates have declined by 5% since 2018. The report also calls out GDP’s decline.

As an accomplished consumer, whether for my business or a new piece for my wardrobe, my own consumer experience index rates 6/10 interactions conclude by walking away from a supplier, retailer, or service provider service request without a satisfactory resolution or positive experience.

My latest service experience required reaching out on (4) separate occasions, each with a different agent, and spending 5 ½ hours with a major tech giant that I’ll never get back, trying to fix an issue with my commercial-grade laptop that appeared out of nowhere. Needless to say, it was a HUGE infringement on my day.

When is the last time you felt ENTRAPPED, dealing personally or professionally with a time-sucking unavoidable glitch or necessary transaction that crashed into your busy life?

You didn’t go looking for it, may have avoided it a time or two, but now it’s SCREAMING your name and demanding action.

Most of us are good sports to make a call or hop on a chat so we can resolve and issue to check a box and get on to the next task. But as the norm for modern consumer experiences has deteriorated into dreaded, time-consuming interactions that elevate our blood pressure, it’s time to speak up for all of my comrades in commerce.

Join me as we:

  • Consider how modern buyer expectations have changed
  • Talk about the all-too-common practices that are driving us away from sellers
  • Focus on the fix so sellers can turn themselves into consumer experience heroes

Modern Consumer Experience Report Card

failing grade, report card concept

After years of indifferent customer service, entitled seller attitudes, and low employee appreciation, the pandemic’s events brought a turning consumer tide in every area of our culture. Workers voted by resigning from undesirable workplaces, enterprise buyers refused spammy sales efforts, and consumers purchased from the retailer with the most seamless and personalized experience.

As modern consumers now demand seamless service across a dozen different communication channels, the stakes are high for inconsistency, limited channels, and a consumer journey filled with undo hassle.

Here are many of the all-too-common experiences that are driving off us consumers and our loyalty.

14 Service & Support Practices To Change NOW To Save Your Consumer Experience

Businessman holding bomb

  1. Setting and neglecting. When is the last time your organization audited your consumer journey with a fine-toothed comb to deliver a smooth end-to-end consumer experience?
  2. Eliminating inbound phone support and replacing it with time-consuming, unintuitive alternatives with a low one-call resolution.
  3. Support interactions that truncate prior to a resolution when navigations don’t render correctly on a device.
  4. Misdirecting callers to agents without needed systems visibility or training to address the complaint.
  5. Repeated agent-to-agent transfers that require callers to re-authorize their identity and re-explain the issue from the beginning when the IVR does not track the conversation, caller’s purpose for the call, complaint, or intention.
  6. Chat sessions that do not audibly alert the caller of agent responses and prematurely terminate the session between responses, requiring the caller to restart a new session and start over.
  7. Agents intentionally terminating calls without cause and without notice.
  8. IVR systems that disconnect for no reason after long wait times.
  9. Call transfers that terminate.
  10. Auto callbacks that leave callers on lengthy holds before an agent joins the call.
  11. IVR systems without an option for a callback vs. holding with no notification of estimated wait times.
  12. Offering chat or email support in lieu of phone support without 24/7 service.
  13. Operating with an overall service and support vibe that communicates that customers have nothing to do but obtain service from your organization, however long it takes.
  14. Operating with an overall service and support vibe that communicates that customers are “lucky” to receive service from your organization.

Inspiration For Service Excellence From Consumer Experience Heroes

Kids dressed as superheroes

While there are plenty of consumer experience foibles to name, let’s take inspiration from the principles that drive the service excellence of a few consumer experience heroes:

Trader Joe’s – Empowering employees to bend the rules to deliver amazing service.

Ritz-Carlton – Inspiring staff to build strong emotional engagement with their guests and empowering them to deliver exceptional service.

Nordstrom – Creating a culture where going above and beyond to take care of customers is expected, encouraged, and praised above all else.

Chick-fil-A – Commitment to be kind to employees and provide heartfelt hospitality to customers with a mindset that: “Every life has a story, and often our customers and our employees, need a little grace and a little space when you deal with them because they are either experiencing a problem, just finished having a problem, or are about to have one.”

What If Your Culture Is On The Wrong Side Of Service Excellence?

Person cleaning

Here’s a high-brow, corporate, three-step process for sellers to produce experience excellence:

  1. Create policies and systems that put customers first every day
  2. Hire empathetic, problem-solving employees
  3. Empower your team members with continual training and tools

But if you sellers really want to get in tune with buyer expectations and the triggers that cause them to hit the eject button, you are going to need to get your hands dirty.

How?

Whether you sell (B2C) business-to-consumer or (B2B) business-to-business, eat your own dog food by auditing your process and consider paying other people to do the same to tell you what’s wrong with it. Make periodic walkthroughs of your end-to-end buyer journey a thing to proactively spot and resolve points of friction until you deliver experience excellence.

If you sell to end consumers, how seamless is your process using a website or mobile app, on different devices, making purchases that require password changes, updates to a cart, changing addresses or credit cards, and applying coupons? Make inquiries prior to, during, and after the sale. And don’t neglect the last mile that preserves goodwill with your consumers. Complete returns with each of the shipping options, including through third-party partners to ensure a hassle-free process.

If you sell to businesses, give up old-school spammy sales and marketing tactics that modern buyers resist. Instead, get crystal clear about your (ICP) ideal customer profile, develop insightful content to educate your prospects and build credibility, distribute it in peer networks where they natively hang out, and engage with them there to collect critical insights about what they care about (pay dirt) to guide your sales and marketing efforts. Turn your website into an un-gated library where prospects can binge on your content anonymously to turn into high-intent buyers, then pursue you for a conversation by submitting a web form once they:

  • Detect that they have a problem
  • Recognize you and your product as a potentially viable solution
  • Have readied themselves internally to engage your team as an initiative

Tedious? Yes, but this is how to deliver excellence in the buyer journey that gains and retains loyal consumers.

For additional insights or help with building, modernizing, or navigating your SaaS buyer journey or consumer experience, please reach me on LinkedIn or at [email protected].

The TikTokification Of Recruiting: What Job Seekers Need To Know

The TikTokification Of Recruiting: What Job Seekers Need To Know

You know how the TikTok algorithm shows you stuff and you start to think, “Oh, it’s fate,” but in reality, it’s the algorithm figuring you out and showing you what you need to see? Well, I predict that’s how you’re going to get your next job.

Using TikTok In Your Job Search

@j.t.odonnell Welcome to the tiktokification side of recruiting! Glad to see your here!♥️ #tiktokification #recruiting #jobs #career #employer #recruiter #jobsearch #jobtips #joblife #2023 #careerhelp #jobtok #careertok #careeradvice #jobforme #job #career ♬ original sound – J.T. O’Donnell

If you don’t already know, my name is J.T. O’Donnell. I’m the founder and CEO of Work It Daily. My company works with employers, helping them create content that magically shows up in your feed so that you find them on TikTok.

Here’s how it works…

  1. You see an employer’s content on TikTok.
  2. The content catches your eye. Maybe you feel connected to its products, mission, or company culture.
  3. You Google the company’s name to learn more about it.
  4. After researching the company, you realize you might like to work there.
  5. You check out the company’s careers page.
  6. You end up choosing the company as an employer, applying for a job you think you’re qualified for.

Why is this job search strategy important? Because we are no longer job seekers.

We are job shoppers. We will not work just anywhere. And smart employers are figuring that out and understand that the TikTokification of recruiting is here.

If you want to start learning about great companies to work for, and you want them to magically show up in your feed and be part of the algorithm, follow me on TikTok. I’ll make sure it happens.

Need more help with your job search?

I’d love it if you signed up for Work It Daily’s Event Subscription! I look forward to answering all of your career questions in our next live event!

“What Does Teamwork Mean To You?” Tips & Example Answers

“What Does Teamwork Mean To You?” Tips & Example Answers

What does teamwork mean to you?” is a powerful question that interviewers love to ask. It provides an excellent opportunity for them to see how you might fit in with their company structure and culture. So naturally, coming up with a strong answer is important. This guide will teach you how to explain what teamwork […]

The post “What Does Teamwork Mean To You?” Tips & Example Answers appeared first on Career Sherpa.

Summary Sunday: Issue #505

Summary Sunday: Issue #505

All of us reside in a world associated with change. In case you don’ to take time to browse around, you may be amazed. This is true regarding everything- from work for tech to skills to assist you to job titles… change will be constant. It’ s under your control to make sure your current career is prepared with regard to the next wave involving changes. This week’ h […]

The post Brief summary Sunday: Issue #505 appeared first in Career Sherpa .

Executive Spotlight: What Word Defines Your Professional Development Focus For 2023?

Executive Spotlight: What Word Defines Your Professional Development Focus For 2023?

At Work It Daily, we have a saying: “If you’re not growing, you’re dying.” For context, we’re talking about your career. You must constantly work on your career to grow as a professional so you can stay relevant and employable. Professional development should always be on your mind as a business-of-one. But what you do to grow as a professional might change over time. What you focus on developing this year might be completely different from what you focused on last year.

We recently asked our leading executives what word defines their professional development focus for 2023.

Here are their responses…

John Schembari, Senior Education Executive

Investment. How do we invest participants in the professional development that they receive? Far too often, professional development is a one-size-fits-all, lowest common denominator, sit-and-get rather than an opportunity for participants to review relevant data, define personal and collective areas for growth, prioritize initiatives (1-3) that will target the growth area, and then analyze impact. Therefore, I’m not a fan of “one and done” trainings but, rather, a huge proponent of ongoing PD in the form of revolving professional learning communities (PLCs) and affinity networks.

John Schembari is a current K-12 teacher/school leader academic improvement coach and former school building and district administrator. He loves to draw, travel, swing dance, and read nonfiction.

Carla Biasi, Personal Stylist

Creativity, creative ideas, light bulb concept

Creativity!

I want to find fun ways to engage my followers and bring more of my personality to my communications. It will make me think more out of the box and focus my content. And I’m really looking forward to connecting with viewers.

Carla Biasi is a personal stylist living on the Mississippi Gulf Coast. She currently has her own business and works part-time at an upscale women’s boutique and as a virtual and kit stylist for a women’s specialty brand.

Michael Willis, Sports Business Operations Executive

Man talks during a work meeting

My professional development word for 2023 is “articulate.”

By definition, articulate means expressing oneself readily, clearly, and effectively.

In everything we do, we must find the words to articulate our intentions with vigor to make ourselves believable.

The first question in any job interview will be, “Tell me about yourself.” You will be asked to do this. Your answer will set the tone for the rest of the interview. Many job seekers get stumped on this question. You must be able to “articulate” a persuasive and illuminating response.

A picture may be worth a thousand words, and you may have an excellent visual presentation. But with that graphic, you must be able to “articulate” communicatively and understandably what the visual is trying to show the audience.

In 2023, I will work on my “articulation” skills.

Michael Willis has 18+ years of experience working with accounting & sports organizations and has managed P&Ls of $10M – $125M+ with budgets of $3M-$50M+. He worked for the NFL for 22 1/2 years, mainly with the game officials working on the financial/accounting side of the business.

Mark Taylor, Product & Operations Executive

Commitment concept

“Commitment.” Doing the best I can at any one moment, striving to be “better,” and letting go of those things I can’t control.

Why? Well, I’m forever on the hunt for practical methods of becoming more effective. As such, I recently watched Stutz on Netflix. It’s a documentary directed by Jonah Hill about his therapist, Phil Stutz.

Phil, and fellow practitioner Barry Michels, have written two books: The Tools and Coming Alive. I started reading the latter recently.

There are a number of nuggets in the book that have made me sit up and take notice, not least this quote:

“The reason you can’t commit to anything is because it hurts you too much if it fails. Success means putting everything on the line and, if it doesn’t work out, doing it again. And again. No blaming. No excuses.”

So, here’s to true “commitment” and “success” in 2023…

Mark Taylor has 20+ years of risk, technology, and product management experience working in global and regional financial services firms in the UK and the U.S. He’s managed teams of 40+, successfully addressed 100+ regulatory issues, and has saved companies $15M+.

Ana Smith, Talent Architect & Global Learning Strategist

Connection, teamwork concept

Connection is my development focus for 2023!

Our workplaces play a significant role in our lives. Work affects both our physical and mental well-being in good ways and bad. The COVID-19 pandemic brought the relationship between work and well-being into clearer focus. According to the Surgeon General 2022, Workplace Mental Health and Well-being report, one of the biggest challenges we faced in 2022 (and onwards) is connection and community.

Connection is essential for human well-being. Connection is a basic human need, and people who feel a strong sense of connection to others are happier, healthier, and more resilient!

One of the ways that connection is important is that it helps to combat loneliness and isolation. When we feel connected to others, we feel less alone and more supported. This can be especially important in times of stress or difficulty, as it can provide a sense of security and comfort.

Connectedness also allows us to feel seen, heard, and valued. When we share our thoughts, feelings, and experiences with others, and they respond with understanding and empathy, it can help us to feel understood and accepted. This can be especially important for people who may feel marginalized or excluded in some way.

Especially important to me, connection plays a critical role in our ability to learn and grow. When we are connected to others, we have the opportunity to gain new perspectives and insights, and to learn from the experiences of others. This can help us to develop new skills, knowledge, and understanding, which can be valuable for personal and professional growth.

Finally, it is a key factor in our ability to experience joy, love, and belonging. When we feel connected to others, we can experience deep and meaningful relationships that bring us a sense of fulfillment and purpose. This can be especially important for people who may be struggling to find meaning or purpose in their lives.

Ana Smith helps people & organizations achieve their full talent potential by developing and co-creating people strategies and customized solutions, and turning them into impactful outcomes and collaborative relationships, using coaching as the “red thread.”

Debra Shannon, IT Executive

Intentionality, strategy concept

My 2023 focus is intentionality. In the past, I’ve tried to do everything but realized that I couldn’t do it all despite my best efforts. There’s a quote by Andrew Benintendi: “You’re going to struggle. You’re going to do well. You can’t really let the past or the day before – whether you had a good day or bad day – dictate the day you have that certain day.” A few things happened during the pandemic that made this really hit home for me. Everything happens for a reason and only worry about what you can control.

There will always be more personal/professional opportunities than I can physically do. I’ve learned that I need to be purposeful and prioritize and continually re-prioritize what is and isn’t important—each day is important. I can’t do it all and that’s ok (and I’m getting better at admitting that). I’m going to continue to be more intentional in what to plan and accomplish.

Debra Shannon is an IT executive who is also a CPA, CIA, and CISA. Her passion is turning chaos into calm. With her unique blend of experience in technology, project management, and auditing, she can break down complex business problems, identify practical solutions, and lead executive teams and business partners to embrace the value of technology changes.

Lisa Perry, Global Marketing Executive

Watching the sunset/sunrise, abundance concept

For 2023, I’m focused on abundance. An abundance of five professional areas: connections, fulfillment, wealth, success, and happiness. I’ve worked to clearly define what this means for me across each of these five areas. For an abundance of professional connections, I’m looking to grow my social media network by 40% in 2023, as an example. I’ve laid out a detailed plan as to what it will take to achieve. To grow my social media network by 40%, I will post 2-3 times a week on LinkedIn, TikTok, and Instagram and connect with 100+ new people per week. I will track weekly, making it easier to measure my ongoing progress and success.

I also find it important to state the intentionality of my word, abundance, daily if I can, to stay focused, motivated, and driven toward my goal, which increases the likelihood of achieving it.

I know some things will come easy, but for other things, depending on how big they are, I will have to work at them. I will have to fight the busyness, distraction, intimidation, and fear that will show up. The key will be to stay persistent and motivated to remain committed. But my goal is to focus on the result of abundance.

Lisa Perry helps companies build leadership brands, driving loyal customers & delivering profitability. She does this through a process that builds brands consumers love. Her goal is to help companies develop, monetize, and grow their brands.

What word defines your professional development focus for 2023? Join the conversation inside Work It Daily’s Executive Program.

3 Interview Questions That Make You Look DESPERATE In Your Job Search

3 Interview Questions That Make You Look DESPERATE In Your Job Search

There are some questions you should avoid asking in your first job interview. These interview questions make you look a little desperate. Why?

Because employers might think you want the job for the wrong reasons like you just need something temporary fast until you can find something better.

This is NOT the impression you want to give employers. Here are some interview questions you want to avoid during initial job interviews:

1. “How Much Does This Job Pay?”

While this is something everyone needs to know, it’s not something you want to bring up in your first interview. The purpose of the initial interview from the employer’s perspective is to get to know you as a professional, see how you can handle common situations related to the job, and ultimately decide if you’re a good fit (or could be).

Money is kind of like the elephant in the room during the first interview. Everyone is thinking about it, but no one is talking about it because it’s irrelevant at this point in the hiring process. Don’t bring it up until they do.

2. “What Do Your Benefits Look Like?”

Woman asks a desperate interview question

Again, this isn’t relevant at this point in the hiring process. The last thing you want to convey is that you only care about the perks of the job. Employers want to know that you’re excited about the opportunity itself.

If you’re only in it for the money and benefits, employers might worry that you’ll leave their company in an instant if you get another offer with better perks and salary. So, why would they waste their time and money on you to begin with?

3. “How Quickly Can I Get Promoted?”

Hiring manager looks at job candidate after he ask a desperate question in a job interview

You don’t even have the job yet and you’re already asking how fast you can get promoted? While you might think this question makes you look like a go-getter, the hiring manager might think otherwise.

You’re only in the initial stages of the hiring process and you haven’t proved your abilities to the company yet. So, for some employers, it would seem ridiculous to estimate how fast you’d be promoted. You haven’t even gotten a job offer yet!

We know how nerve-wracking a job interview can be, especially that initial interview with a company when you don’t know where you stand against the competition. If you avoid asking these three questions during an interview, you won’t appear desperate, even though you might be!

If you really are desperate to find a job or are just struggling in your job search, we can help.

We’d love it if you signed up for Work It Daily’s Event Subscription! Get your career questions answered in our next live event!

This article was originally published at an earlier date.

Why Do You #WorkItDaily? Share Your Story With Us Today!

Why Do You #WorkItDaily? Share Your Story With Us Today!

For many of us, our careers are not only about what we do but WHY we do it. At Work It Daily, we know this is true. That’s why we want to hear YOUR career story!

Why Do You #WorkItDaily? 

@workitdaily Why do YOU #WORKITDAILY ??? Share your story on @tiktok, tag @workitdaily & add the hashtag #workitdaily too. You could get featured on our feed & website where millions will see you.♥️♥️♥️ #jobtok #edutok #careertiktok #careergoals #work #lifehack #life #live #love ♬ original sound – Work It Daily

J.T. O’Donnell, Work It Daily’s founder and CEO, recently launched a social media campaign on TikTok asking users to share their stories about why they “#workitdaily.”

Why do you do what you do?

Work It Daily’s mission in 2023 is to help millions of people become the purpose-driven professionals they want to be. But in order to do that, we need to change the narrative. We need to stop asking people what their job titles are and what they do for work and judging them based on those answers. Instead, we need to start to get to know the people behind the work.

And the way that we do that is through storytelling.

If millions of us can share our stories about why we work, we will collectively change the narrative. And this is also how we’re finally going to be able to be comfortable working to live instead of living to work. The shift has to come, and we’re starting that shift with this campaign.

Need Some Inspiration? Check Out Fatima’s Story! 

@fatimalhusseiny I joined the challenge #workitdaily @Work It Daily #fypシ #bookishmuslimgirl_lb ♬ Epic Music(863502) – Draganov89

Our first participant in this challenge was Fatima, a writer who loves telling the stories of others.

In her TikTok, Fatima states:

Writing is my passion. It’s how I express myself and share my voice through others’ stories. Telling stories is a way of communication and connecting with others and making a difference. I think it’s also a personal journey for me. I love nothing more than just sitting down with someone and hearing about their experiences, challenges, struggles, their triumphs and achievements, and then being able to take all of that and put them into words. There’s something magical about being out there for someone sharing their stories and being there.

Fatima shared her story with us. Will you?

Share Your Story With Us Today! 

@workitdaily Thank you Fatima for being the first to join our @tiktok social media campaign♥️♥️♥️@fatimalhusseiny We can’t wait to share your story with the world! Check out our campaign to learn more! @workitdaily #workitdaily #WhyIWorkItDaily #careertiktok #careertok #jobtok #edutok #mywhy #purpose #passion #worktolive #live #life #love ♬ Epic Music(863502) – Draganov89

Why do YOU #workitdaily? Share your story on TikTok, tag @workitdaily, and add #workitdaily to your post. You could get featured on our website and social media feeds!

Let’s start changing the narrative today! We look forward to seeing your story!

7 Things That May Surprise You About The Job Search Process

7 Things That May Surprise You About The Job Search Process

Unless you’ve been really lucky, you’ve probably discovered this simple fact about the job search process: it’s not easy.

The process is littered with ups and downs, small victories, and brutal defeats. By the time you achieve the ultimate victory—landing a great job—you’re both physically and emotionally exhausted.

As difficult as the job search process may be, the lessons that you learn from it will come in handy if you ever find yourself on the job market again. Some of those lessons may actually catch you by surprise.

We’ll make the job search process a little easier for you (or at least mentally prepare you) and tackle some of those surprises now.

Wow! There Are Many Ways To Find A Job

Wow is right.

In a simpler time, a long time ago (in a galaxy far, far away), one would just read the classifieds section of the newspaper to see what was available for employment.

Today, while the classifieds still exist (they’re online), there are a large number of online job websites that specialize in job searches from all over the country and world.

Websites like Indeed, Monster, Glassdoor, LinkedIn, and Craigslist are some of the most well-known job boards but there are many others, including some that may be tailored for individual states, regions, and professions.

The number of choices can be very overwhelming, especially if you haven’t been involved in a job search recently.

The best thing to do is explore multiple websites to see which ones align best with your needs. Also, seek counsel from friends and colleagues who have been through the process to hear about their experiences with the various websites.

While these websites are a good resource for seeing what’s available for jobs, it’s important to not over-rely on them. If you’ve identified some companies you want to work for, conduct a proactive job search and make personal connections via networking. Don’t rely solely on the online job board to express interest and submit your application.

There Are A Lot Of Ways To Write A Resume

Job seeker on laptop struggles to write his resume

You haven’t updated your resume in a while and want to see what the latest formats look like, so you type “resume format” or “resume template” into your online search engine. All of a sudden, you’re presented with another overwhelming amount of choices.

Seeking resume guidance online is like trying to self-diagnose yourself by using a medical website—you sometimes get more than you bargained for.

When working on your resume, it’s important to initially focus more on the content, which will eventually allow the format to fall into place.

It’s also important to realize that there isn’t a “one-size-fits-all” resume, as each resume should be tailored to the job for which you’re applying. You want to make sure that your relevant skills and accomplishments that would translate to this new job are at the top of the resume. A recruiter should be able to see these transferable skills within the first six seconds of reviewing your resume.

Work It Daily has multiple resume resources, including a resume review by our career coaches.

The Thought Of Personal Branding May Make You Panic

Professional woman with a strong personal brand

Resumes and cover letters are not enough anymore. At Work It Daily, we like to say that you’re a “business-of-one,” and personal branding is a big part of that.

Personal branding may seem overwhelming if you’ve never thought about it before, but it’s really not that bad. Think back to when you were preparing your resume. Think about what type of career you’re seeking and think about the type of skills that you have that translate to that industry. Think about what really makes you stand out.

Once you’ve determined this, share it with the world. Use LinkedIn and social media to your advantage.

Your goal is to let people know what you’re up to professionally at all times. That way your professional network will be aware of what your personal brand is, which could turn into referrals whenever you’re on the job market.

If you worry that you lack a personal branding strategy, don’t panic. Take your time, put some thought into it, and consult with colleagues and mentors. Everyone has a personal brand; it’s just a matter of putting everything together and executing it.

There’s More Than One Way To Do A Job Interview

Job seeker takes part in a video interview

Phone, video, and group interviews are all becoming more common. No matter what type of interview you’re a part of, the key is always preparation.

Treat every interview the same. Prepare answers to all the common interview questions the interviewer could ask and do your research on the company before the interview. Prepare questions for the interviewer so they know you’re interested and have done your research. Also, be sure to dress professionally (more on that in a minute).

Most people are familiar with the in-person interview and, while it can be nerve-racking, it’s also familiar. There’s comfort in familiarity. It’s those types of interviews you’re not as familiar with that can be the most intimidating to prepare for.

Of all these different types of interviews, you’ll most likely experience the phone interview, where you’re interviewing just for the chance to be invited to an in-person interview. That in itself is a lot of pressure, but when you’re doing a phone interview you also lose the advantage of certain social cues.

During an in-person interview, you’re able to make eye contact with the interviewer and are better able to convey enthusiasm and emphasis. You’re also able to look at the interviewer and attempt to gauge their reactions.

Phone interviews also move a lot quicker than in-person interviews. You get less time to get your points across. Even though all interviews carry with them some level of stress, the condensed timeline and impersonal nature of the phone interview make it one of the trickiest interviews to go through.

You’ll Obsess Over What To Wear To Your In-Person Interview

Young professional wears a suit to a job interview

It’s true, you will…and that’s okay!

You want to dress for success and the interview is your chance to make a first impression. Deciding how to dress goes back to your company research. You want to determine what the company’s culture is and then dress one level above it.

For example, if the company is very casual, show up to the interview in business casual attire.

You may already have the perfect outfit or you may spend some time in front of the mirror changing outfits. It’s okay to be picky, just as long as the outfit you choose matches the company culture. Make sure your shirt is ironed and your shoes are clean.

And, if you bought new clothes for the interview, make sure to take all the tags off!

You Can Have A Great Interview And Still Not Get The Job

Interesting woman shakes hands with the hiring manager before an interview

There are times when you may know immediately that you didn’t get the job. You weren’t as prepared as you needed to be or the position just wasn’t a good fit. While no one wants to have a bad interview, sometimes it’s easier to mentally accept, particularly if you’re able to pinpoint where it went wrong and apply the lessons moving forward.

But, what if you did everything right? What if you left the interview feeling like you crushed it and that the job was in the bag, only to later learn that you didn’t get the job?

It could be that you did, in fact, have a very awesome interview, but the mistake that you made was assuming that you would automatically get the job because of it.

When employers say they had many qualified candidates apply for the job, it’s not just lip service. Chances are they had a tough choice to make and, while you gave it a good effort, there was just another candidate that was a better fit for the position.

It can be a major blow the first time this happens to you. Let it humble you but don’t let it deter you. Build on the things you did well and do an honest self-assessment and fine-tune the things that you can do better.

Make sure to thank the interviewer for the opportunity and continue to express interest in the position. There’s always a chance they could come back to you at some point in the future.

Salary Is Important But May Not Be Everything

Young professional is happy to receive his first paycheck

A lot of people change jobs to get a better salary, while many others do so because they’re not happy in their current jobs. Whatever the reason, salary still remains a crucial component. It’s important to do your research on the average salary for the type of position you’re pursuing in your geographical area.

However, as you go through the job search process, your stance on salary may change. You may like a company’s work-life balance and benefits package so much that you’re willing to take a cut in salary. There may also be cases where the demands of a job are more than anticipated and you need to up your salary requirements. Individual circumstances also play a major role in salary negotiations.

When it’s time to negotiate salary, be flexible. Don’t short-change yourself but also understand your priorities. Salary is an important part of the equation but you also need to factor in everything you’ve learned about this position during the search process to make a well-informed decision.

One thing is for certain when it comes to the job search process: you learn a lot along the way!

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This article was originally published at an earlier date.

Should We Blow The Whistle On Labor Unions?

Should We Blow The Whistle On Labor Unions?

What Is A Labor Union?

A labor union can be described as an employee organization that advocates for the rights of employees.

A labor or trade union is an organized group of workers who advocate work conditions, economic justice, and unfair treatment by employers. Labor unions have collectively advanced their members’ interests by negotiating with employers.

Unions are organized much like democracies. The members of the associations elect officers who make decisions for their members. The primary purpose of the officers is to provide power and control for their members.

How Do Unions Make Money?

Labor union, worker protection, team concept

Union members pay dues to cover the union’s costs. Most unions have paid full-time staff that help to manage their operational costs. Some of the union members volunteer their time and talents to the association. Some unions create strike funds that support workers in the event of a strike.

Are Labor Unions Still Effective Today?

American flag/worker concept

Unions have played a significant role in workers’ rights for centuries. Labor unions’ roots in the United States date back to the 18th century when the Industrial Revolution and big business were in their infancy and relied heavily on human labor. This quickly led to widespread abuse of workers, including children, who were forced to work many hours daily for low wages and benefits.

Today there are federal and state labor laws to protect workers. For example, these two agencies are responsible for setting industry standards, such as safe working conditions and minimum wage standards.

What Are The Critics Saying About Labor Unions?

Workers huddle up at work

​Critics say that labor unions work against employers, making it more difficult for a company to manage its employees for the company’s good. Some say that labor unions make it difficult for companies to fire unproductive employees. Also, companies complain that unions are driving up payroll costs and benefits costs that leave the company with less revenue to operate the company or force the company’s hand to raise the price of goods and services.

Which Industries Have Labor Unions?

NFL football

The public sector has the highest rate of union members, such as police officers, firefighters, and teachers. In the private sector, industries with high union rates include transportation, warehousing, utilities, motion pictures, and sports.

When I worked at the National Football League, labor unions played a large part in the game. The players union was known as the National Football League Players Association (NFLPA). The NFLPA represents all players concerning wages, retirement, insurance benefits, and working conditions, and protects their rights as professional football players. Lastly, the NFLPA ensures that the Collective Bargaining Agreement (CBA) terms are met.

Just as the players benefit from union representation, the game officials also belong to a union. The game officials union was called the National Football League Referees’ Association (NFLRA). The NFLRA represents all game officials concerning wages, retirement, insurance benefits, and working conditions, and protects their rights as professional game officials. Lastly, the NFLRA ensures that the Collective Bargaining Agreement (CBA) terms are met.

The Pros And Cons Of Organized Labor

Union concept

Labor unions have been part of American culture for a long time. Due to government-regulated employment laws, memberships and the need for unions have declined. Gone are the days when unions were in place to protect child labor, unfair working conditions, pay disparities, and workday hours unfairness.

Pros

1. Unions promote higher wages and better benefits.

2. Unions can economically be a pacesetter.

3. Unions provide worker protection.

Cons

1. Labor unions discourage individuality—the group is treated the same.

2. Unions can protect failing employees.

3. Unions can drive up costs for the company.

The Last Resort Or Bargaining Play

Engineer/factory workers unionize

A strike or lock-out is evidence of discontent and an expression of dissatisfaction by unions. When negotiations between company management and labor unions fail, unions must take action to disrupt the company’s workflow and production. The best course of action is when the company and the labor union continue to discuss their differences that keep an agreement from being agreed upon.

When the two sides refuse to budge on the sticking points while negotiating, companies are sometimes forced to hire replacement workers to continue operations. Many of these replacements might be unskilled, but this temporary move by the company is an attempt to keep the company open for business. Hiring replacement workers might also be a bargaining ploy by the company to let the union know that the company can move forward with these non-unionized workers.

Lastly, as company management and labor unions negotiate an agreed-upon contract, neither side will get everything they started out to get. There will be give and take on both sides. Finding common ground so that management and labor can co-exist to work together should be a goal for both sides. Let’s work together so we can all continue to do what we all love. Working. Playing. Making a better world!

“What Is Your Management Style?” Tips & Sample Answers

“What Is Your Management Style?” Tips & Sample Answers

“What is your management style?” is an interview question that gets asked to pretty much anyone who’s going to be overseeing other employees. And if you want the job, having a great answer is incredibly important. This resource will show you how to describe your management style in a way that impresses hiring managers, while […]

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How To Connect With Potential Employers During Your Job Search

How To Connect With Potential Employers During Your Job Search

It’s hard to be passionate about a job when you have no connection to the company. How do you show enthusiasm in your cover letter and job interview if you don’t absolutely love what you’d be doing, or where you’d be doing it?

Fortunately, there’s an easy way to demonstrate your enthusiasm for a company during the application and hiring process.

Here’s how you can make meaningful connections with potential employers during your job search…

1. Find Information About The Company

If you’re not totally excited about the company you’re hoping to get hired at, then it’s possible you just don’t know enough about them (or maybe they don’t belong on your interview bucket list). Before writing a cover letter, and especially before going in for an interview, you should always check out the company’s website.

Also, go to Glassdoor.com to see what past and current employees have to say about the company, and take a peek at their social media accounts. By doing this, you’ll get a better sense of their company culture and how they get involved in their community.

2. Reach Out To Current Employees

Man on laptop reaches out to connect with employees of the companies he wants to get hired at

Reaching out to the current employees of a company is the most direct way to form a connection with a potential employer. This is where LinkedIn comes in handy.

You should start a chat with current employees on LinkedIn to get an inside scoop on what it’s like to work at the company. And once you’ve connected with a person at the company on LinkedIn, you’ll feel a connection to the company itself by default.

3. Research The Company’s Values & Beliefs

Woman on laptop connects with a company while researching for her job search

A company’s core values and beliefs can greatly impact how passionate its employees are about their work. That’s why it’s important for you to know whether your personal values and beliefs align with the companies you’re hoping to get hired at.

In other words, would you be a good cultural fit?

This question is as important to you as it is to the potential employer.

While researching the company, before you write your cover letter or go in for an interview, you should try to find information on its values and beliefs as an organization. Maybe once a month the company volunteers in the community. Maybe a percentage of their profits go to causes you support. Maybe they’re dedicated to environmental sustainability in all areas of their business. Whatever the company’s specific values and beliefs are, they’re perfect opportunities for you to connect with them.

4. Create A Connection Story

Man on laptop writes a connection story in his job search

After you do all of the above, you should have an excellent idea of what the company does, who they are, and what they stand for. Now, it’s time for you to create a connection story to tell in your cover letter and in your interview.

Start by answering this question: Did something happen to you that made you respect, appreciate, or admire what the company does?

You could be a loyal customer of this company or a good friend of an employee. But if you didn’t already have that connection to the company or that passion for what they do, you have it now from your research and your conversations with current employees.

In your cover letter and in your job interview, talk about how you were, or are, affected by the products and services the company provides.

To create a connection story that will stand out to employers, you need to connect your personal story to the company’s mission. If you do this, you’ll write a disruptive cover letter and be memorable in your interview.

We hope these tips will help you connect with any potential employer you come across during your job search. You’ll probably become passionate about a company or employment opportunity you never considered before…it may just take a little research.

Need more help with your job search?

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This article was originally published at an earlier date.

The Secret To Building Brand Loyalty

The Secret To Building Brand Loyalty

Taylor Swift is a dominant brand, leading the industry for over 15 years with a loyal fan base. She recently released her tenth studio album titled “Midnights” on the streaming platform Spotify at the stroke of midnight. Swifties (as her fans call themselves) rushed to get the album and crashed the site seconds after it launched, breaking Spotify’s record for the most album streams in a single day.

Before the album’s release, Swift released numerous TikTok videos that generated over 131 million views. Her worldwide The Eras tour announcement recently sent her fans into an all-out frenzy. Ticketmaster ended up canceling the public sale of tickets due to the high demand for the presale tickets. Ticketmaster said that more than 3.5 million people pre-registered for Taylor’s Verified Fan sale, the largest in its history. Presale codes were sent to 1.5 million fans who were invited to purchase tickets, while the remaining 2 million were waitlisted. Source

When you build a loyal fan base, customers are no longer just customers. They are advocates, ambassadors, supporters, enthusiasts, and loyalists. When customers find a brand they trust and love, everything changes.

Let’s look at what brand loyalty is, why it is essential, how to build it, a few examples, and what to do when it starts to slide.

What Is Brand Loyalty?

Woman holding her credit card does some online shopping on her phone

Brand loyalty refers to a consumer’s tendency to purchase a particular brand of product or service consistently rather than choosing alternatives. Several factors, such as the quality of the product, the reputation of the brand, and personal experiences with the brand, can influence this. Brand loyalty can also be strengthened through marketing campaigns and customer loyalty programs.

Why Is Brand Loyalty Important?

Happy woman goes shopping

Brand loyalty is essential for many reasons. For businesses, loyal customers are valuable because they are likely to make repeat purchases, which can lead to increased revenue and profitability. Companies with strong brand loyalty grow revenue 2.5X faster and deliver 5X more shareholder value. Acquiring new customers is typically more expensive than retaining existing ones. Brands with high levels of customer loyalty will generally have to spend less on marketing and advertising to maintain growth. And satisfied customers are more likely to recommend a brand to others, which can be an effective form of advertising. Also, loyal customers can help promote a brand through word-of-mouth marketing, leading to new customers and increased market share. Remember that loyal customers will tend to spend more over a longer period, resulting in a higher lifetime value for the brand. Seventy-seven percent of consumers said they have remained loyal to a brand for over ten years. Considering that a 7% increase in brand loyalty can translate into an 85% higher customer lifetime value (CLV), this is significant. Strong brand loyalty can lead to increased brand equity, which is a valuable asset for the company. Finally, having a loyal customer base can help a business weather market downturns and economic recessions by providing a stable source of revenue.

Brand loyalty can also be important for consumers because it can provide a sense of trust and comfort in the products or services they are purchasing. It can also lead to benefits such as exclusive deals, discounts, and special promotions offered to loyal customers.

Overall, brand loyalty can be a win-win situation for both businesses and consumers, and it can be an essential factor in the success and growth of a company.

How To Build Brand Loyalty

Brand loyalty, retention marketing concept

Building brand loyalty can be a complex process, but there are several strategies that your company can use to encourage customers to form a strong connection with your brand. These include:

  1. Delivering high-quality products or services: This is the foundation of building brand loyalty. If customers are consistently happy with your products or services, they are more likely to remain loyal to your brand.
  2. Providing excellent customer service: Customers who feel valued and respected are more likely to remain loyal to your brand. Providing responsive, helpful customer service can help create a positive experience for customers and encourage them to return.
  3. Creating a strong brand identity: A well-defined brand identity can help customers easily identify and remember your company, making it more likely they will choose you in the future.
  4. Offering rewards programs: Loyalty programs and other rewards can encourage customers to remain loyal to your brand by offering incentives for repeat purchases.
  5. Fostering a sense of community: Building a community around your brand can help customers feel connected to your company and be more likely to remain loyal. This can be done by creating engaging content or hosting events that bring customers together.
  6. Personalization and customization: Offer personalized experiences, tailor-made offers, and deals to keep your customers engaged and coming back to your brand.
  7. Consistency in brand message and experience: Consistency in all the communication and touchpoints of the brand is crucial to building trust and loyalty with your consumers.

These are a few examples of strategies that your company can use to build brand loyalty. The most effective approach will depend on your specific brand and target market.

Brand Loyalty Examples

Woman holds her pet dog

There are many examples of brand loyalty across various industries. Some notable examples include:

  • Chewy: Chewy has a loyal fan base that’s been singing its praises since it launched in 2011. The company has built a strong connection with its customers around the understanding that pet parents regard their fur babies as significant members of their families. What sets them apart is their customer service, which empowers employees to go above and beyond for their customers. An amazing example of this includes a customer informing Chewy that some of her pets had passed away. She had a number of unopened Chewy items and wanted to see if she could return them to put that money towards the medical and cremation expenses. Chewy immediately gave her a refund on all items and told her to donate them to somebody who could make use of them. In less than 24 hours, she received a bouquet of flowers and a note of sympathy for her loss from the Chewy family. This customer service approach has been the key to their success. In fact, Chewy posted a 14.5% gain in net sales for the third quarter of 2022.
  • Warby Parker: Warby Parker has built a loyal brand following through a combination of unique, stylish product designs, social responsibility, and innovative features. Their eyewear is known for its unique, vintage-inspired design, which sets it apart from other eyewear brands. They have a focus on social responsibility with their “Buy a Pair, Give a Pair” program, where for every pair of glasses sold, a pair is donated to someone in need. This resonates well with consumers who value companies that give back to the community. And they’ve built their brand loyalty partly by incorporating innovative features such as virtual try-on and online quizzes into their shopping experience. These features, unique to Warby Parker and not offered by other eyewear retailers, allow customers to easily and conveniently find the right glasses for their face shape and style, making the process of buying glasses less intimidating and more fun.

A strong focus on delivering a great product or service and building a strong community around your brand is often at the core of creating brand loyalty.

What To Do When Brand Loyalty Slides

Rate your experience, customer feedback concept

When brand loyalty starts to slide, it’s important to take action quickly to address the problem. Here are a few strategies that you can use to regain customer loyalty:

  1. Identify the root cause: Before taking action, it’s important to understand why your customers are losing loyalty. This might involve conducting customer surveys, focus groups on gathering feedback, or analyzing sales data to identify trends.
  2. Address the problem: Once you’ve identified the root cause of the problem, take action to address it. This might involve making changes to your products or services, improving customer service, or revising your marketing strategy.
  3. Communicate with customers: Let your customers know that you’re aware of the problem and that you’re taking steps to fix it. This can help build trust and show customers that you value their feedback.
  4. Offer incentives: Offering incentives to loyal customers can help encourage them to continue doing business with your brand. This might include discounts, rewards, or special promotions.
  5. Foster a sense of community: Building a sense of community around your brand can help create a sense of loyalty among customers. This can be done by creating engaging content, hosting events, or encouraging customers to share their experiences.
  6. Continuously monitor and improve: Continuously monitor the customer feedback and survey and make necessary changes to keep them engaged and retain their loyalty.
  7. Apologize and make amends: If the problem is caused by a mistake or a failure on your company’s part, apologize and make amends to regain trust and loyalty with your customers.

These are just a few examples of strategies that companies can use to regain customer loyalty. The most effective approach will depend on the specific situation and the needs of your customers. It’s important to act quickly and efficiently when brand loyalty starts to slide to prevent the situation from worsening and try to regain customer loyalty as soon as possible.

In summary, the secret to building brand loyalty involves:

  • Creating a solid relationship with your customers
  • Consistently providing high-quality products or services
  • Fostering trust
  • Exceeding customers’ expectations with excellent customer service
  • Creating a sense of community around your brand

When done right and customers find a brand they love, everything changes. So, start building your brand leadership today. You’ve got this!