general

What’s your “new normal” strategy?

By | general | No Comments

COVID-19 has completely changed the way we look at the world.

It has changed how we use public transport, go to work, travel in general, do the grocery shopping or even interact with friends, neighbors and colleagues. Suddenly, the hand-shakes and bear-hugs have gone out of business and almost every one has created their own COVID-19 hello which involves zero or very minimal physical interaction. In addition to this a lot other stuff is showing up as the “new normal”.

For example and on a positive note, it feels liberating to work from home. Online work meetings feel a lot better with kids around us. The nature has found its own way of healing itself because of relatively lesser carbon emissions. People have started to pay more attention towards their health and hygiene. There is an increased number of concerned citizens across the globe who want to talk about the things that matter to us as a civilization.

On the other hand, it’s funny, painful and scary to find hand sanitizing stations every few meters in a super market. The regular offer announcements have been replaced with “Dear customer, please maintain a safety distance …. “. A majority of people have started wearing masks in the public places. And then, there are lot of industries that have taken a serious blow.

If you are an organization which deals with customers on a daily basis and on multiple channels including physical (face-to-face), your most important focus has to be on the human being who has been stuck within the four walls of their home, craving comfort, connection, interaction and a brand new customer service experience. Nobody imagined that COVID-19 would be one of the major factors that would drive digitization across the world – however, in such tough times, the organizations that take a positive step in adopting tools and technologies that help in reducing the spread and maintain high hygiene standards will build customer trust and engagement, eventually leading to brand loyalty and customer happiness.

A picture which asks about the strategy related to customer safety post covid19

What is your “new normal” strategy?


As a company that is dealing with optimization of queues for such face-to-face interactions, we would like to emphasize that in times like this, a Mobile Queuing system like Qtip.Me / Jonoon.fi is worth an investment. Why we think so, is a topic for another blog post and right now, we would like to focus on the innovations your organization has done to ensure business and customer service continuity.

Do let us know, how has your organization’s customer service interactions changed during these days? What’s the innovative thing your business did to ensure the safety of your customers? How are you ensuring the safety of your customers and your staff? Why is your “new normal” strategy?

Hello, join the queue in Finland!

By | general | No Comments

Hi,

we hope the year 2020 has started off well for you all.

Jonoon.fi, kutsu asiakkaasi jonoon. A picture of a green mobile ticket with the number seven in blue on it.  Below are Facebook and Twitter handles that are jonoon_fi.

We at Codemenders Oy have news of our app Qtip.me being established in Finland, and in Finnish.

The website will be officially up this week, so feel free to spread the word to those places where you’d like to skip queuing by joining the queue online.

To visit our website for Finnish version of Qtip.me, visit jonoon.fi-homesite, and to follow up our stories about our app and queueing, which is pretty much a national sport around here, go to our blog at jonoon.fi/blog. 

Nähdään jonoon.fi blogin puolella! Voit seurata meitä myös Facebookissa ja Twitterissä.

See you around!

 

 

Happy 100th birthday, Finland

By | general | No Comments

Happy birthday, Finland

​Hundred years ago, Finland took fate in its own hands and declared independence. Exactly 100 years later to that, they have set an example of an ideal society and in various fields. It is definitely a story of determination, democracy, equality and an astounding national success! We at Codemenders Oy are proud to join the 100 year celebration of the Finnish independence​ and would like to take this opportunity to wish all Finns and Friends of Finland, a very happy Independence Day!​ Happy birthday, Finland!​​

Customer satisfaction: do brands really care?

By | general | No Comments

In today’s world, queues are everywhere and so are the huge, serpentine waiting lines with lots and lots of people (customers, some of them new) waiting to be served. For a customer like me, this “forced wait” often comes with many other collaterals like an overdue parking ticket or a desperate wish to use this time for picking up some groceriesdo the dry cleaning or simply grab a cup of coffee instead.

But honestly, who cares? Or, put in another words, do brands really care? They do setup a big waiting lounge, put a split window AC, sometimes even put a couple of PS3 or XBox, have the same (boring) music on their customer service lines and think that their customers are having a good time! What they fail to understand is that “Waiting time is the single most important factor in customer satisfaction”.

It doesn’t take long to create a negative impression. After about five minutes of waiting, a customer’s perceived waiting time is at least twice the actual waiting time. A study conducted a few years ago, suggested that US businesses lose an estimated $83 million in sales annually due to poor customer experiences.

Again, my question is, do brands really care? Because its the customers who control what they perceive and that it does not take long to create a negative impression, often through word-of-mouth; the brands have to care about it. In most of the cases, its the small steps taken by these brands that matter to their customers. While I prepare myself for another post, I recommend you to watch this video about how Qtip.me works and have some food for thought.

 

Information sources: Harvard Business Review, Why we buy by Paco Underhill, Customer Dissatisfaction Study 2006, Lavi Industries – Customer satisfaction blog

Customers satisfaction – Where to start

By | general | No Comments

At Codemenders Oy we are all about customer satisfaction, something that is easier said than done. There are so many topics about customer service one could talk about. This is the intro to a series of articles regarding customer service and satisfaction as well as how the focus on better customer service can increase productivity, revenue and of course the amount of customers. These articles are made out of passion for our field. They should stimulate thoughts of customer service managers, personnel and decision makers about how important these topics are, and give them ideas on how applying parts of those to their business model and customer management strategy can bring in positive results.

One of the focus points in this series will be queuing. For several reason: all over the world people queue in banks, hospitals, stores, restaurants, public offices. 60 percent of customer satisfaction comes back to queuing or waiting. It affects everything: from brand perception to sales volumes, social media posts of customers, resource management and what not. Companies in the United States lose an estimated $80 billion in sales annually due to poor customer experiences. It does not take long to create a negative impression, especially when after five minutes of wait, a customer’s perceived wait time is twice the actual time. Most of the customers actually abandon the queue if it is not moving fast enough.

Waiting in line has became a national pass-time in Finland. It is so normal that every business owner and manager thinks that there is nothing that can be changed. With the the last two decades of mobile technology development and the increase of smart phone and devices, companies and offices have the possibility improve the customers experience and get more business intelligence.

So enjoy the upcoming articles that should cover topics such as:

  • Customer personality and customer focused service
  • Customer satisfaction
  • Customer satisfaction metrics
  • The customers brand reception
  • Your customer’s feedback
  • How Queues can actually support your branding
  • Competitive advantages with better customer service
  • Using branded apps for partner boosting (sales or campaigns)
  • Using queuing app for the customer entertainment to keep the customer returning later on
  • As well as identifying bottle necks and managing resources better
  • And how customers social media action have an effect on your business