Seems like the banks and telcos are getting a lot of frustrated customers who can’t seem to get through their hotlines to get assistance from customer service officers.

This is a common occurrence: You call a hotline number, press a whole bunch of numbers to help them select the right team of customer service folks to answer your call, and when you finally get to the last step, it says that they are experiencing high call volume, please hold on and a customer service officer will be with them shortly.

Wouldn’t it be more efficient if there were a webform for customers to key in their details, problems (in brief, or a drop down list to select the type of problem they had), and a phone number for call back? The banks or telcos could set up a team of customer service officers and give them access to these forms to give these customers a call back.

I know how frustrating it is to try to reach customer service folk on hotlines. Maybe it’s time to review the process.

Of course, getting through is only part of the problem. Many a times, customer service officers are not empowered to make decisions, and are completely inflexible. But that is a story for another day.

But that doesn’t mean I don’t have a good reason to still share the news with those of you who don’t know about this!

“What is FRANK by OCBC?” you may be wondering. So I’m going to try to explain it the way I see it, and hopefully you guys will like the concept as much as I do!

To me…

FRANK is a ‘retail concept’ of a bank which comes in the form of a physical shop/bank. You step into a FRANK store and you’ll be surprised at how it does NOT look like a bank, but a regular store instead. It’s so fun, so non-threatening, so warm and so unlike a bank! It all ties in with OCBC’s new direction, of making banking accessible and friendly and easily-understood by its customers!

They’re really doing a great job at making saving and banking fun and accessible to youths, I must say!

FRANK is about being true (Frank, get it? Haha) to yourself (about how much money you have, how much money you owe, how much money you need to save).

Come on, face it. How many of us are really FRANK with ourselves about our monetary matters? In fact, I for one, hate looking at my bank balance until I absolutely have to! It depresses me. But NO LONGER! Cos now with OCBC, I get better control over my money, and I can save better! How? Read on!

So how do I get into this FRANK thing?

FRANK by OCBC has 2 main products – the FRANK Account and the FRANK Debit Card. Yes, both are interlinked. (Debit Card applicants must be above 16 years though!)

So let me share with you some of the awesome things about a FRANK Account:

• No initial deposit – WOOHOO!
• No monthly fees – WOOHOO!
• Cash withdrawals at any overseas ATMs that carry a Mastercard logo
• Practically no queues at the OCBC ATMs in Singapore cos there are over 1100 ATMs islandwide! (I always snigger and give condescending and patronizing looks to people who have to queue up to get their own money from their bank accounts, hahahaha)
• Banking on the go – online banking and mobile (application and mobile-optimized online banking website!)
• Attractive interest rates of 0.3% to 0.6% per annum (this is not an investment-based bank account, so that’s really what you get!)
• And the best part is that you can create “Savings Goals” every month, which will help you save more! For example you can set a “Boracay trip” goal, and aim to put $100 in every month automatically. You won’t be able to touch this money or withdraw unless it’s an emergency (you’ll have to go through several steps to withdraw from this section of your account). You can have more than 1 savings goal too! See? Saving can be fun!

But that’s not all!

Each FRANK account also has a FRANK Debit Card tied to it. What’s so awesome about this debit card?It’s a MasterCard and NETS card, 2-in-1! Discounts as an OCBC cardmember! AND! The designs – WOW. Over 130 card designs to choose from!

Here are some designs that I really liked!

Camera, Broadway, coffee mug stain and giraffe prints! <3

The gallery of card designs available, on display at FRANK Stores. The designer series is updated frequently, so you can change the design of your card without having to change your debit card number, as frequently as you want! Over 130 card designs to choose from! Each change comes with a fee, but you can get it free now! Read to the end to find out how! (Giveaway, yo!)

Another design that I thought was super adorable… Hello, Kitty!

So I bet you’re not wanting to rush down to the nearest FRANK Store to get your cards. There are currently 2 Frank Stores – at NTU and SMU – but fret not, you can sign up for FRANK accounts and debit cards at any of the 54 OCBC branches islandwide too.

OKAY! So I have some news for you guys.

Those of you who want to get a FRANK Account and Debit Card, I have 3x FRANK card design vouchers worth $20 each to give away!

(It costs $20 to make each card design yours, or to change your card design). Do note: If you don’t wanna get a special design now, you can still get the debit card with the basic design.

With these vouchers, you can choose any design as your debit card, or (if you already have a FRANK debit card) to change your card design to any of the 130 card designs, absolutely free.

If you want one, just leave a message below before 17 Nov 2011 at 2359 hrs. I will pick 3 readers randomly to get a voucher each. This will be mailed to you, so please ensure you leave behind a REAL email address so I can contact you for your postal address.

Also, great news for those of you who have graduated from school. They’re opening a new FRANK Store soon, at VivoCity! It will be the first one outside campus, and you can head there to check it out from next week onwards, I think! Keep a look out! I’ll be attending the launch event for the VivoCity Store next week, so… Stay tuned for more cool OCBC stuff. <3

Debit Cards not your thing?

TADAH! FRANK Credit Cards are coming soon! (actually they’ve launched, you just have to go to the bank to request for an application form, or email frankbyocbc@ocbc.com for a digital copy)

In my next post, I’ll be sharing (raving) about the OCBC online banking site and mobile banking app. Both of which in my opinion are THE BEST in Singapore! As I tweeted last week…

———————————————————-

BTW, I just want to give a shout out to the senior bank executives from OCBC who came up to me during the FRANK store launch event to speak with me about a previous issue that I wrote about, on their bank services. I was surprised to know that they had read it, taken the feedback seriously, and was really glad to hear their reassurances that their backend operations are being improved. I just have to say that despite my previous grievances, OCBC still remains my bank of choice, not just because all the rest suck, but because they have proven to me that they are worth staying with.

Many of you must have read at least one book by Canadian author Malcolm Gladwell, whose books The Tipping Point, Outliers and Blink have all made it to the Number 1 spot on the New York Times best-sellers list.

This August, I’m privileged to be invited by the Singapore Institute of Management (SIM) for their 30th SIM Annual Management Lecture (AML), where Malcolm Gladwell will be speaking in two keynote presentations:

1. The Human Capitalization Challenge
2. The Entrepreneurial Profile

I’ve read two of Gladwell’s books, and I’m definitely excited to hear him speak in person.

His books are logical; you will find yourself nodding in agreement while turning the pages, and yet they are also set against conventional wisdom; making you think twice about topics ranging from social psychology to marketing, politics to self-help, and also decision-making strategies.

Having studied Human Resources in my diploma course, I am aware that many companies these days have a problem not just in talent acquisition and talent retention, but also talent capitalization. In the first keynote, Gladwell will share his thoughts and learnings about how to best ‘exploit’ the available human capital in an organization, to ensure highest efficiency at the workplace. This is relevant not only to HR managers, but also all persons within a managerial-level position, business owners, as well as supervisory-level staff.

The second keynote should be of interest to current business owners and potential entrepreneurs. Gladwell will be profiling the ‘entrepreneur type’, so I’m definitely interested to see if I fall into that ‘type’. I’ve never thought of myself as a risk-taker; yet Gladwell opines that entrepreneurs are operationally risk-averse. Regardless, this session is bound to shed some light on how we can encourage innovation and entrepreneurism at our workplace.

If you’re interested in these talks, check out the SIM-AML Facebook page, where you can find out how you can buy a ticket to this full day seminar event, as well as how you can WIN a complimentary event pass worth up to S$1337.50 (inclusive of GST and buffet lunch).

SIM Annual Management Lecture 30th Anniversary
Event details:
26 August 2011 (Friday)
9am to 4pm
Shangri-La Hotel Singapore

This post is sponsored by SIM Annual Management Lecture.

All my bags are packed, I’m ready to go. I’m standing here outside your door, I hate to remind you but you need to prepare!

SMWF Asia is happening in 12 hours – have you prepared yourselves?

Attending a conference is a big deal to me. I like to get the most out of my time spent at a conference, and the amount of money spent for the conference fees, if any. So here’s how you can prepare the way I do:

1. Look at the conference agenda and workshop agenda and decide which ones you want to attend
2. Check out post-conference networking events, such as the Facebook-sponsored Helipad Party, and this community-organized TweetUp
3. Set up hashtag monitoring columns on your Twitter client (I use Tweetdeck) – The 2 hashtags for SMWF Asia are: #SMWF and #SMWFQ
4. Prepare namecards for networking and introductions to conference attendees – you may also consider bringing Pokens or digital namecards if possible
5. Add yourself to lists of attendees that you can network with via Twitter such as this one. Check out the list of attendees and link up with them on Twitter before the conference.
6. Check out this [Google Spreadsheet] list of conference and workshop speakers’ Twitter handles or follow the Twitter List I’ve created
7. Connect with conference participants, speakers, and exhibitors via Twitter and other social networks, if you are interested

Here’s how you can connect with me:

Other must-bring items:

1. Laptop + Charger
2. Namecards and Poken
3. Mobile phone
4. Conference pass confirmation email
5. Jacket (conference venues can be freezing, at times!)

BTW. If you have an iPhone, there’s an SMWF iPhone app!

Happy conferencing! See you at SMWF Asia 2010!

[Image source: TheSituationist]

I first started noticing this shop because of the number of times they’ve been mentioned on bridal forums. I had expected a positive experience there, since forumers alluded to a wide range of selections, and competitive prices, in various forum threads. Instead, I felt highly uncomfortable in the shop.

From the moment I stepped in, till the moment I left, all I heard were the words “my dear”. The owner herself (Elsie), and her shop assistants, all had this bloody annoying habit of calling every single customer “my dear”.

Please wait, my dear, I’ll try to look for dresses in that color for you.

Sorry to keep you waiting, my dear, here are the dresses. But the dressing room is occupied, so please wait, okay, my dear?

No, my dear, we don’t sell dresses, only rental. And here are our packages, my dear.

My dear, you can go into the dressing room now. Do you need help to zip up, my dear?

I think this dress looks better on you, my dear.

Thanks for coming, my dear! Here’s my name card, my dear. Call me again!

Excuse me, are we like, best friends? I’m not sure what I’ve done to give you that impression, but I’m pretty sure that calling someone “my dear” is something not done on the first meeting.

I’ll answer to almost anything but PUHLEEZE, I beg of you!!!  — Don’t call me “Dear.” The only thing worse than “Dear” is “My Dear.” “My Dear” is like Lee Press-on Nailsscraping along the 405 at 110 MPH.

Blame Margaret Mitchell. When Rhett Butler told Scarlett O’Hara, “Frankly, My Dear, I don’t give a damn,”  he was lying. Of course Rhett gave a damn. But like everyone who calls anyone “My Dear,” Rhett was angry. “My Dear” – was code for: “Damn you, Scarlett O’Hara — you gorgeous, headstrong bitch: I can’t control you!”

Bile, hate and vitriol oozes out of “My Dear.” “My Dear” is condescending. It’s passive-aggressive. Nobody is smiling when they say, “My Dear.” When they call you, their “Dear,” they’re annoyed.  “My Dear” is hostile. There is nothing dear about “Dear” and “My” is stifling and possessive with a noxious whiff of faux-superiority.

- Lisa Medway, “Frankly, My Dear — Don’t Call Me My Dear”

The author says that calling someone “my dear” is often condescending and gives the person who uses it an air of faux-superiority. And I agree whole-heartedly. This can be easily rectified if only they had bothered to put in a little bit of effort.

So, my dear Bridal Closet: When you greet customers at the door, do try to introduce yourself like this, instead:

Hi, I’m Elsie / Felicia / whoever. Welcome to Bridal Closet! How may I address you?

Then make the effort to remember the names.

Judging from the amount of exposure you get through bridal forums, I know that you meet a lot of people everyday, but calling them “my dear” does not endear you to them, and neither does it make them feel warm and welcomed at your shop. And if you’ve heard of personalized service, you’ll know that putting in that little bit of effort will go a very long way.

Watch this video on how personalized service can lead to a happy customer who will help you sell your brand:

Do watch the rest of Joseph Michelli’s 8-part series on Customer Experience, if you’re interested to know how you can improve customers’ experience with your company.

Psst. Your website could do with some updating too.

It’s been a while since I watched a locally produced reality show, because many of them simply do not appeal to me, what with the more prominent reality shows in recent years being that of scantily-clad bimbos, and of a seductress getting hunky men to fight over her, etc. It may be good entertainment, but it definitely holds no value if you are looking for real content.

Then came along ‘The Rookie’. This internet-popularized reality show shown online is actually a Nokia campaign aimed at promoting the Nokia E72 executive phone. This handset is definitely a sleek-looking, high performance mobile phone, that will appeal to a range of audience, from business owners, to yuppies, to social-networking fans, to gadget-loving youths! The Nokia E72 comes in 4 classy colours: Zodium black, Metal grey, Topaz brown, and White.

Fashioned in a similar way to Donald Trump’s ‘The Apprentice’,  this show, hosted by Bobby Tonelli, caught my eye because of the set of challenges that the Rookies had to complete. The challenges put to test their business acumen, strategic planning skills, creative talents, interpersonal relationships and team play. The 12 contestants, grouped into Team Alpha and Team Bravo, had to work together to complete the challenges, while also trying to shine as individuals. Perfect setting for organizational politics? YES!

While I’m not saying that  ‘The Rookie’ or Nokia promoted politics within work teams, I thought that this was a pretty good portrayal of what real work life is all about. The contestants, some of whom were undergraduates or even fresh grads (and the show’s viewers alike) were spared no disillusionments, nor were they dished sugar-coated scenarios of what working in an organization might be like.

Many-a-time while watching the show, I found myself agreeing or disagreeing with what contestants did, and thinking about what could’ve been done better, or what I would do instead – now did someone say engaging and intellectual? One thing that I’m surprised with, however, is that none of these contestants were actively participating in online conversations, despite the many who were talking about them on Twitter, using the #rookiesg hashtag. But that’s probably just the social media consultant in me speaking.

With tight budgets, looming deadlines, difficult ‘client’ demands, and clashing ambitions, the contestants each tried to impress the judges, and also garner votes of confidence from the audience, who had chances to interact with the show by predicting the eventual winner of this reality show. Audiences who predicted the right winner would stand to win themselves a set of the drool-worthy Nokia E72, which was also used by all the contestants in their communications during the show.

Now tell me you don’t already feel empowered by just looking at this phone! With the Nokia Messaging instant messaging feature and its business communications solutions, it takes only 3 simple steps to sync up as many as 10 email accounts (it supports Google Mail, Windows Live Hotmail, Yahoo! Mail, MS Exchange mail servers and even Lotus Notes!) so that you can always be connected via email. A dream come true for all workaholics who like to travel light without notebooks! Also awesome for social networking lovers like me, cos the Nokia E72 allows you to download apps that support your social needs, such as Skype, Snaptu, Gravity, Facebook, and many many more!

Voted Editor’s Choice for Best Lifestyle Mobile Phone by HWM and HardwareZone.com, and also CNET Asia’s Reader’s Choice, the  Nokia E72 is definitely a strong contestant in the arena of business mobile phones.

Oops, pardon my inner geek for gushing about this phone - ‘The Rookie’ has concluded its final episode, and has crowned the winner at the finale held at Zouk last Saturday. 6 finalists appeared at the finale, with 4 eventual winners crowned and awarded highly-coveted internships at major brands and companies like Nokia, Microsoft, Standard Chartered and Zouk.

Find out who the four are, and follow the drama, the adrenaline highs, the challenges, the business ideas, the politics, and the kanchiong-ness at ‘The Rookie’ . There are also clips from ‘Behind the scenes’ online, at the website, so don’t miss out on what everyone’s been talking about!

[This advertorial entry was written in support of Nokia's The Rookie Campaign, and may contain statements that are of the author's own opinions, which neither reflect that of Nokia and its partner companies for this show, nor that of her own employer or its clients.]

I ordered pizza from Domino’s Singapore yesterday for lunch, and had really great experience every step of the way – from the phone operator who took my order, to the delivery man, to the manager who followed up with me because they forgot to pack one of the items in my order (they had it re-delivered within 30 minutes).

Today, I received a phone call from a customer service person, who wanted me to do a “2-minute survey” on my experience with Domino’s yesterday. Great! I’m happy to oblige, because I had a great experience.

She started off well, informing me of the purpose of her call. Then we delved right into the survey. The first question was something like:

“Which of the following 2 would you consider to be of greatest importance to you when choosing a pizza delivery service?”

1. Delivery within 30-minutes
2. Quality of pizza
3. … *I tuned out* (There were a total of 5 or 6 on her list)

Companies who want to get feedback on users’ experience ought to do it online! Please consider that by the time the tele-surveyor gets to the 3rd or 4th item on the list, your target respondent might have forgotten what the first 2 items were.

Here’s some free (and easy to implement) advice:

When your rider delivers the pizza, pass the customer a brochure that tells them that if they participate in an online a customer service survey (using a code on the receipt), they stand to win a value meal for 3 pax worth $30 (1 winner daily)!

That way, you save on headcount (telephone surveyors), and you get all the data compiled for you automatically. Plus, you get more people visiting your website, and then you can work on your conversion from those visits.

In case you’re wondering how the survey went, I asked her if she had the survey online, cos I can’t focus on the long list she was reading out to me. She apologized, thanked me politely, and we ended the call. Perhaps someone from Domino’s will contact me by email / Twitter to do the survey online instead.

How many times have you meant exactly what you’d written?

How many times have you really rolled on the floor while laughing when you said ‘ROFL’? Did you really laugh out loud when the word ‘LOL’ slipped out on your keyboard?

Probably ZERO to all the above questions.

This is the face of the serial internet surfer or the Social Media Addict.

And these are the faces corresponding to the various expressions we use frequently on the internet:

What’s yours like?

(via @iammyy)

Stop Writing on My Wall. Brilliant ad campaign by Sony Vaio. If it didn’t get your attention, you’re probably not sufficiently addicted to Social Media.

So, are you a Social Media addict? I know I am! But as they say, the first step to recovery is to admit it!

In fact, the aforementioned service, gothere.sg, has had examplary open communication with its users via Twitter. People who have problems with the service or criticize it, receive responses inquiring about the status of the problems, so that there can be further investigations to improve the service.

Likewise, this morning I was pleasantly surprised to receive a comment on my blog, from the founder of Statuzer, a Twitter/SNS client, on the post I wrote last night, in which I did point out the shortcomings of their product. The comment surprised me because:

1. Statuzer responded so quickly – great media monitoring habits?
2. Statuzer’s founder humbly said that he’ll work on improvements, and invited me to contact him should I have any further feedback.

This wasn’t the first time that he’d taken the initiative to contact me – prior to this, he did contact me when I Tweeted that I was having problems with installation of Statuzer (eventually I realized it was AdobeAIR’s problem, and not the Statuzer client that was at fault).

Coming back to the problem at hand, Victor Tan of vic.sg wrote that Tweet.sg never did care about its reputation, as it had no intention of monetizing it. In fact, as Victor pointed out, Tweet.sg has been recommending other similar services to Tweet.sg users who were disatisfied with its service.

While I do agree that people have the option to leave a free service if they are unhappy with the admins, developers, or the service itself, and that not everyone is cut out to be customer-oriented or have a pleasant disposition, in the end the question is really about how successfully we can dissociate a PR disaster from the rest of our life.

As someone who has made errors prior in reputation management, I’d say that it’s completely impossible. Till this day, I still have people sending me hatemail about the Ping.sg saga of a year ago. While I decline to further comment on that issue, I do feel that I’ve learnt a lot in the year past. That ink stain will probably be a permanent mark on my life’s canvas, but a worse situation would be if one never learns.