Hi Marco Marini,  I’m writing to tell you that we’re just putting the finishing touches on your order # X55555. It looks terrific and will be on its way to you very soon. I’ll be sending you an email to let you know when it ships.

FYI, you can check your order status, view, share or re-order your PhotoBooks anytime at MyBookshelf.

Talk to you soon,

Frank
MyPublisher Service Team
frank@mypublisher.com

Read more about why a timely and personal email can make the difference between good customer service and awesome customer service.

No related posts.

If you want to build a ship, don’t herd people together to collect wood and don’t assign them tasks and work, but rather teach them to long for the endless immensity of the sea. – Antoine de St-Exupéry

Got the impression your workforce is lacking that spark of energy? It’s never a bad to time to motivate employees and to get the best possible performance from them. Not only does it improve performance but job satisfaction will also be increased amongst motivated employees, including you.

Steps

1. Motivate you first. Think about the motivations that compel you to do a good job and to achieve great outcomes, and focus on them yourself. This way, you will set a good example for your employees to follow, and be more pleasant to work with. Think of it this way too: if you hate your job, and you’re in charge, what’s there to work up to? Be the best so that others have an incentive to match you. As Albert Schweitzer once said, “Example is not the main thing in influencing others; it is the only thing.”
   How to Sustain Motivation when You’re Struggling
   How to Enjoy Your Job
2. Get to know your employees. Get some insight into the lives of the people you hired. Learn about who they are, and where they are going. Find out what motivates each individual to do a good job so you can capitalize on it.
3. Use smarter goals. Convey goals that are specific, realistic, and measurable. As long as your employees can see the light at the end of the tunnel, they will keep working towards it with enthusiasm and focus.
4. Delegate authority. You know the bottom line. Instead of micro-managing everyone else’s work, explain to them what your bottom line is, and assign them a certain amount of authority so that they can take charge of the task at hand. By opening up new possibilities, your employees will be encouraged to do the job the way they would do it if they were in charge. See How to Delegate.
5. Work out a reward system. Provide a clear system of incentives for your employees, such as:
   * awards and recognition
   * a pay raise or bonus
   * increased time off
   * more responsibility (or less)
   * a promotion, or a customized position.
6. Keep motivation going. Once you have achieved success, don’t forget to celebrate! Equally, don’t lose sight of the reality that this is an ongoing process that is a regular part of your role as a manager. Think of creative ways to increase your motivational strategies, including making use of retreats, team-building exercises and travel where relevant. Always keep in mind that a motivated workforce will be happier, more productive, more profitable and ensures a fun place to work.

Video

Tips

• Remember that more harm is done by criticism than by over-praising employees.
• Think about leaders who have motivated you. What about them inspires you? What characteristics and ideals held by these leaders are ones that gel with you and motivate you? Use this knowledge to build your own motivational skills.

Related wikiHows

• How to Motivate Yourself
• How to Become Highly Motivated for Your Job
• How to Be Self Motivated
• How to Get Motivated
• How to Be a Better Trainer for Your Employees
• How to Eliminate All but the Absolute Essential Tasks

Sources and Citations

• VideoJug A video of how to motivate employees; original source of article. Shared with permission and appreciation.

Article provided by wikiHow, a wiki how-to manual. Please edit this article and find author credits at the original wikiHow article on How to Motivate Your Employees. All content on wikiHow can be shared under a Creative Commons license.

No related posts.

I originally posted this here in 2008.  After re-reading it, I liked it so much I decided to repost it on www.nickezzo.com.  Enjoy!

* * *

A few years ago, I broke up with my wireless carrier.

We had five fantastic years together. Oh, the minutes we used spend, just talking! But like all good things, it had to end sometime.

Due to an extensive travel schedule, I had exceeded my plan minutes two months in a row, and my normal $59.99 plan suddenly became a $280 plan. Ouch.

So I paid my bill and promptly switched carriers. And with my new wireless provider, I got more minutes for about the same price.

Do you think my wireless provider even cared that I broke up the relationship? How about… Nope.

No call. No card. Nothing.

Here’s my point: if my provider had proactively reached out to me before I walked out, I would have stayed. Imagine:

“Good morning, Mr. Ezzo, this is ____ wireless calling. I notice you have exceeded your plan minutes for the last two months, and I’d like to upgrade your account to a plan that better fits you.”

The call never came.

But, let me go even further with this delusional fantasy:

“And, if you sign up for a two-year contract, I can wipe out those excess charges for the last few months. Heck, I’ll even send you a Bluetooth headset free.”

Hallelujah! Where do I sign?

The sad part is that my provider missed an excellent opportunity to lock me in for another two years.

Wireless providers don’t seem to care about retaining their customers, and I can’t figure out why.

Are their systems and business processes just too knotted up to deliver proactive customer service? Or, do they just take their customers for granted?

Either way, it’s a problem that can be fixed, and I would like to see someone do it.

Dear ____ wireless,

Let’s get back together.

I’m waiting for your call.

- Nick

No related posts.

Don't send me this.

With the holidays coming up, don’t miss an opportunity to get in front of your customers and prospects by sending a holiday gift or card.

Here’s a tip: go out on a limb and do something memorable and/or fun.  Don’t send the same bland holiday card my insurance agent sends out (sorry, Shawn).  Send something like a picture of your employees or a bottle of sparkling pomegranate juice.   Just don’t blend into the background of holiday music.

Use your creativity and think of what you’d like to receive, and send that.

Finally, resist the temptation to digitize your signature or to use a signature stamp.  Sign each one personally — your customers can tell.

Just a thought!

Nick

No related posts.

The first one is a 30-second commercial for Volunteer-o-matic™, an Apple iPhone App created by Bjorn Austraat and selling for 99¢ on the App Store.

Then, while I had the application (and my skills) warmed up, I put together a 2-minute mock interview in which I respond to two specific questions about marketing.  It’s pretty wacky, but it was fun to do.

Update: Several people have asked about the songs in the videos, so here they are.

• The Volunteer-o-matic commecical features “You, Me, and the Bourgeoisie” (also known as the App Store song) by The Submarines.
• The mock interview features “Black Star” by Radiohead and “Standing In The Shower… Thinking” by Jane’s Addiction.

Enjoy!

No related posts.

While I was at TuVox, I created quite a few one-of a kind marketing programs.

One really cool idea was personalizing www.tuvox.com based on the domain name the web visitor is coming from.  That is, the website “morphs” depending on whether the visitor is a (1) prospect, (2) partner, or  (3) competitor.

NOTE: If you are seeing a little box to the upper right that says “Nick Ezzo welcomes visitors from XYZ”, then you are experiencing basic personalization.  If you see your company logo, you are experiencing targeted personalization.

At TuVox I took it even further, since I had a library of 350+ demo audio recordings created for our prospects.  In addition to the logo, these visitors get a little audio player that demonstrates what their system would sound like with TuVox.  That is what I refer to as extreme personalization.

All of this is done without the visitor giving up any information or filling out a form.

The reaction I get from most people is “how the heck did you do that?”

How it’s done

This level of personalization is accomplished using a database that resolves a visitor’s IP address to their domain name, which is typically their company name.  The database I use actually has the company name, like this:

192.168.10.10 –> xyzcompany.com –> XYZ Enterprises, Inc.

Then the company name is used to pull information out of a home-grown MySQL database.

The fields in the table control things like which type of page to show (prospect.html, partner.html, competitor.html) and whether a company logo or audio file should be used.

The results

When web personalization is done well, most people have a positive reaction.  It makes the website more memorable, and enables work to get done faster.  The responses I received were overwhelmingly positive.

To be fair, I was contacted by two companies that asked me to take their logo off my site.  I don’t think they grasped that only visitors from their domain would see that page.  Two out of 350 isn’t bad, right?

So let’s hear it for Big Brother.

By the way, if you are reading this article, I have already received an email telling me that you are on my site.

No related posts.

Awhile back, I created a demand generation campaign to get the attention of 50 decision makers at 50 insurance companies.

Here is what I did  [view here]:

1. I called the 50 top property and casualty insurance companies in the US and recorded what the caller experience sounded like.  As you can imagine, many of these were pretty bad.
2. I posted all 50 recordings on a landing page, and sent the link to 50 VITOs at 50 companies.
3. I watched the fireworks as these CEOs and VPs clicked — first on their own recordings, then on their competitors recordings.
4. Once I knew who their top competitors were, the inside sales team sent  emails and made phone follow-ups:  “you want to sound better than X and Y, don’t you?”

The results:

Once we qualified out some of the smaller accounts, we booked more than a dozen meetings with insurance companies in North America.

Let’s hear it for VITO!

[view here]

No related posts.

Techniques That Cost Less Than $100 Total

Having spent exactly three weeks looking for my next opportunity, I’d like to share some tips & tricks on how to get your next job.   It’s not magic; you just have to understand how to take the Web 2.0 pieces and assemble them into a job hunting machine.

The secret is this: approach your job search like a marketing campaign.

Guess what you’re marketing: yourself.

By the way, since I am a marketing dweeb professional I can get away with antics like sending Nerf™ pistols to people.

Here’s what I did:

1. Purchased my domain name www.nickezzo.com from GoDaddy. (cost = $4.99 a month for hosting, plus $10 to register the name)
2. Created my résumé site using Wordpress, with a basic theme that I customized. (cost = free)
3. Added VisiStat website tracking, so I get immediate feedback (email and SMS) when someone hits the site. (cost = $29.95 a month, cheaper if you pay quarterly or annually).
4. Sent emails to key people with a special AdCaM code to track who clicks. (cost = $14.95 a month for VisiStat AdCaM)
5. Mailed decision makers fun items like a Nerf™ pistol to show how I “target prospects”  (I know it’s lame, but it resulted in a callback and an interview).  I included a cover letter and a USB drive with my work, also using AdCaM links on the USB drive. (cost = $7.99 for the Nerf pistol, $5.00 for shipping)
6. I use Salesforce.com to track Contacts, Accounts, and Opportunities (cost = free for 30-day trial, all features turned on, including Salesforce.com mobile).
7. Using LinkedIn, I download bios of the people who will be interviewing me.  I also connect to them after the interview, in order to remain in contact.  (cost = free)

Total cost so far?  $72.92.  My point is — with an investment of less than $100, I have landed 3 phone interviews and 4 face-to-face interviews (including 3 with one company).  And get this: it’s all tax-deductible as job search costs.

The real test will be to see if anyone hires me.  Stay tuned…

No related posts.

Steve Pollock/Ashok Khosla/Nick Ezzo in Entrepreneur Magazine Dec 2008

Although there is a link at the top of the page that clearly says “Articles“, I might as well throw in a gratuitous plug for my articles.

From my work with TuVox and VisiStat, here are a few of the articles I have written, contributed to, or been quoted in.

The long-haired guy in the plaid shirt is me.

No related posts.

CLICK HERE for some of the recommendations that colleagues have written about my work.

Note: If you’ve worked with me in the past, you can write a recommendation by visiting my Linkedin profile.   Each positive recommendation can earn you one bottle of good wine.

.

.

No related posts.