Branding, Business, Tech Tools

Customer Loyalty Program during COVID-19? YES.

Should you start a Customer Loyalty Program during COVID-19? 

The answer is yes, the minimal investment now will have an immediate and long-term benefit for your business.

It may not seem like the right time to invest money into anything but keeping the lights on, but starting a Loyalty Program can assist in doing just that.

It is 6-times more expensive to win a new customer than to retain an existing one. (Parature)

A 5% increase in customer retention can lead to a 25-100% increase in profit for your company. (Harvard Business Review)

How much time are you spending on Facebook trying to get your adapted business info seen while Ads are flooding into everyone’s news feeds, and people are inundated with email?

The average small business advertising on Facebook spends around $1,000–$2,000 per month (2019 Fit Small Business)

Don’t have that kind of budget? Keep reading for more economical solutions. 

Because of COVID-19, there are numerous Facebook groups started by people for people to connect but also to find out how to have some normalcy in their lives and to support #LocalBusiness. 

They are getting in their cars, going to necessity businesses, e.g., food-to-go for their families, and they are falling in Love with every place that is open right now.


People want to find ways to share the Love and starting a Customer Loyalty Program is a way to do just that!

As a business owner, get-off Facebook, stop writing those emails that no one is reading (they are too busy reading teacher emails for their three-kids).

Let your customers do the work for you. After doing the initial program launch steps, you will be able to go back to focusing on doing what you love. Making the Customer know that you appreciate them, too, that you understand their needs and are willing to make them feel special while giving back to the greater community.  

What if every Customer that felt a connection with your business shared your details with their friends, and those friends did the same?

Just by simply asking your customers to do this makes a remarkable difference, and even giving them a VIP treat for being a Brand Ambassador (discounts, free goodies, early access) ensures they know you appreciate their help too.

This type of Human-Connection Marketing is Priceless, and no paid Ads will ever compete with human ROI, which is nothing but sharing passions and why you started your business to begin with?

But you are in business, so you do need some ROI right, you can’t just live off LOVE?

One study showed that 82% of Loyalty Program members referred to at least one person, which means that if you have 100 loyalty customers, 82 more customers will visit your business.

Loyalty members spend an average of $2.14 more than other guests based on the figures above: 182 x $2.14 = an average of $389 more in revenue.

68% of millennials wouldn’t be loyal to a business that doesn’t have a good loyalty program (Loyalty Report). Only 17% of customers wouldn’t be devoted due to customer service. Of course, you already offer excellent service, but what a contrast?

Research shows that 57% of customers sign-up for a program to save money, could be anything from a free upgrade to a discount just for them not available to anyone else.

30% of Restaurants have Loyalty programs, so there is room to be ahead of the curve in that particular industry.

Save Local Economy

Loyalty Tools

Customers Emails

How are you keeping track of your regular customers? Do you have a way for them to sign-up for more info via email on your Facebook page or website?

This is FREE, and for customizable forms, be sure to also ask for your Customer’s birthdate for birthday treats.

Data is King 

As you collect more data, you will need a way to keep it organized.

You can maintain a spreadsheet for a few hundred people, but as you grow, which you will with a Loyalty Program, you will want to start using an Email List tool, like Constant Contact or MailChimp (free up to 2,000 emails).

This also can double as a fundamental CRM tool (Customer relationship management). But for any business that is looking for ongoing growth, you should choose a full-service CRM tool; there are free ones out there like Hubspot and ones with affordable monthly plans.

You can create specific fields to keep data about your customers, how often they are in, personal notes about them, adding in their partner or children’s names to recognize them personally when they come in again.

Email, Social Media – what’s best in reaching your Customers?

One of the key phrases all of your staff should have in mind is HOW DID YOU HEAR ABOUT US? Create a system for your team to note this. Why Guess how to reach your Customer, have them tell you! 

We already reviewed how much competitors could be spending on Facebook.

Email Newsletters

Here is the truth about email, email averages only a 13% open rate, and if you all remember when SIP (Shelter in Place) started, you were personally inundated with tons of emails from businesses telling you what they were going to do. Plus, you’ve got all the political emails coming in.

When you write an email, which you should still do since 13% is better than Zero, you need to stand out! There are numerous articles on how to write the perfect email and subject lines to increase your open rate. My personal favorite, for the subject line of an email, is to always ask a question, it makes people’s minds activate, it can be as simple, as “how are you? we miss you!” or “want to save money on your next order?”

Email Engagement 

Even if you are not open physically, it is still important to maintain connections; it is essential to stay in contact with Loyal Customers and check in on them. But remember your emails need to stand out, so engage them to do something.

I have been suggesting to all of my friends to jump on their favorite businesses YELP pages and post great reviews and let them know how much they appreciate their local businesses. You can also encourage your customers to do that via your email newsletter (and via Social Media). Google Reviews and Yelp Reviews with 5-stars will give you a leg-up when business is fully open.

You can also do survey questions to help understand your customers, ask them what their favorite item is, what they wish you could add to your offerings. If you have a small email list, you can just ask them to reply, or if you have a much larger program, you can use tools like SurveyMonkey.

Ensure your emails include a link-back to further Blog stories on your items and to your Social Media outlets.

Ask people for their own stories on what they love about your company, post them on your Blog and social media, ask for pictures if they have them, or even to make Tik Tok or YouTube homemade videos telling the world how much they love you. People have got the time and are looking for meaningful activity.


It is essential for your Loyalty Program to be mobile-friendly and interactive to maintain a cutting edge with all the noise from the world right now.

My favorite Loyalty Programs are hosted on SMS (Short Message Service) or simply known as Text.

97% of people are within three feet of their mobile phones at all times.

Text message opt-in Loyalty Programs have a 98% open-rate within minutes of receipt of special offer. 

88% of businesses with Loyalty programs are more successful.

The average text program costs .02 cents a message and an average 4-6% redemption rate of special offers. More tailored offers, for, e.g., birthdays, have even higher returns.

Robust SMS services even allow for Auto-set and go Marketing Drip Campaigns to create a full customer service-centric buyer journey. From their first visit to followup text messages and check in’s when you haven’t had a recent interaction with Customer.

Since this is my most favorite tool right now, I am going to dedicate a future Blog to it!

In the meantime, please don’t hesitate to reach out to me for any questions on anything that I have offered tips on.  I am giving FREE small business advice during SIP. 

Email me at 

Business, Tech, Tech Tools

Bridging the internet divide for event planners – by Jeanavive Janssen

(Download PDF of Full Article Here)

The difference between good internet and GREAT internet could be just what you are looking for — An event planner joins the internet world and tells-all.

“Internet access has become a basic utility like electricity and running water – ease of connectivity is a priority. After that, having adequate Bandwidth matters, but it’s important to know what attendees will be using the connectivity for in order to plan properly.”Michael Judeh, Regional Director of Technology NYC IACC

I have witnessed events where day-of livestream testing on the in-house internet worked just fine. However, no one planned for the three hundred attendees logging onto the WiFi network at the same time. Online registration and online badge printers suddenly failed, causing lines, confusion, and concern over the pivotal livestreaming scheduled for later in the day.

Think of this like water in an apartment complex when everyone is home at the same time. People are washing clothes, taking showers, flushing toilets, etc.–you’ve suddenly got no water pressure, and you’re taking a cold shower! If an apartment complex is not designed for 100% capacity usage at once (which is usually not the case, because it’s expensive), this is precisely what will happen.

It’s the exact same thing as what happens when the internet goes awry at your event. So, let’s help you construct the perfect “home” for a successful tech-related event …aren’t they all these days?

First off, it is essential to know who is calling your event “home.”The Attendee: The average corporate event attendee has two devices (phone & laptop/tablet). You should have a minimum of 30 Mbps per every one hundred attendees for basic standard internet browsing, checking email, and social media (this does not account for video and large file uploads).

In your post-event surveys, rather than asking if the attendees enjoyed the food–which they rarely do anyway–ask them how their internet experience was!

If they didn’t rate the internet highly, include sub-questions:

• How many devices were they using? (A number of people still carry a personal cell and company cell.)

• What were they using the internet for? (e.g., downloading a presentation, checking email, streaming video) Apply this data to help planning for future events and also to audit the internet service that was promised by your provider.

(January 2020 Panel on Technology & Events Speaker Jeanavive Janssen)

NasDaq Jeanavive

Your Event Production:

Have a separate login for attendees separate from the production internet circuit. Make it crystal clear that anyone who has the password and is on the production circuit is only using the network for its intended usage. At one venue, the internet was severely lagging for the production circuit. All of the internet bandwidth provided was tested, and the client was on the internet vendors’ case.

However, pulling reports showed that one of the IP addresses associated with a vendor’s laptop was downloading unnecessary files over a time that correlated with their other vendors’ breaks. The refund request conversations ended quickly–responsibility was most likely traced back to the individual who found an interesting way to entertain themselves over their break.

Make sure you provide your production schedule to the internet vendor and IT specialist at your venue of choice.

What’s that, you say? The venue doesn’t have an IT Specialist? Uh-oh, do you? Hold that thought for later.

Include in the timing anyone from your company or vendors who will be in the venue. It may be enough to tell an internet vendor that production is testing at 3pm, but you may want to cross-check to see if the CEO is arriving an hour beforehand to use the space as an office–or whether the other twelve people on event staff are planning an 8am start to blow up balloons while checking for last-minute registrations–or other scenarios that may require further bandwidth.

Some venues don’t have any internet service in certain spaces. If they are using a remote service provider, they may have to call a helpline number to try to get the internet turned on earlier, or they might have to deal with different time zones. This is a day-of hassle that can be avoided with ample communication of the timeline.

Is your event an annual event or roadshow? Don’t play guessing games on internet needs. Ask the internet service provider or venue for a “Usage Report” post-event, and be sure to do your speed testing during rehearsals! Time is of the essence if the provided service is under par; if a venue is using a 1-800 number service provider, don’t hold your breath on getting a quick-boost to rescue the event. In other words, don’t wait until the last minute.

Your Exhibitor or Sponsors:

Don’t forget exhibitors or sponsors! Define what is available in advance if you are opting for “free internet” from the venue, and advise vendors not to use “hotspots”–which could interfere with the venue-provided WiFi.

If you don’t want to foot the bill for added internet services (but it is available), add that information to your exhibitor kit, or learn what tech exhibitors need for their area (such as for doing live demos, etc.). Find out from the venue or vendor the costs of the upgraded service, making sure to add it to the booth or sponsor package cost.

In-House Internet Compared to Outside Vendor Internet

Event attendees expect high-speed free WiFi as a standard at corporate events. If you don’t ensure they get it as part of your planned event, you may find that your event is trending on Twitter’s #WiFiFail. Search the hashtag and learn why having adequate WiFi is as vital as having enough bathroom stalls and toilet paper.

The internet is a requirement for your event production: for registration, web-demos, video streaming, video conferencing, crowd polling, and other cloud-based tech that is at the forefront of all significant events. Even non-profit fundraising events make use of hefty internet traffic.

However, in most instances, it doesn’t make sense for venues to pay for a colossal internet bandwidth if their daily events don’t have major tech requirements. Hotels might, but unique, stand-alone venues (that your attendees are going to love!) do not require that type of monthly bandwidth, so they likely will not have it on hand. An outside vendor can bring in additional bandwidth on a private circuit for production needs; it could just be a hard-wired handoff, and your company’s in-house event IT team can build the network out while preserving the venue’s internet for attendee use.

Related to in-house WiFi, you have to consider several questions:

What kind of security is there?

Is there a password posted around the venue? Is it changed for every event?
Open public WiFi with no password is an enormous security concern.

FREE WiFi? Planners keep asking for it, but is that really what is best for the event?

Many RFPs (Request for Proposal) reach venues with bolded, underlined, and over-emphasized requests for complimentary WiFi. Seasoned venues can choose to become an internet service vendor, assuming that value-add will win the event business. Free WiFi may be nice for your hotel-room guests or speaker-ready rooms for people kicking up their feet, watching streaming TV, video chatting with their kids, and checking emails– but do you really want to have a venue act as your internet service vendor for your CEO–standing on a stage, in front of hundreds of people, with another thousand watching online–for the most significant announcement your company has ever made?

Again, I’d like to refer you to Twitter’s #WiFiFail. I prefer that my venues to ensure that the space is clean, that the staff is friendly, and that their core services are their number-one priority.

The most important venue internet questions for your RFP:

• Is the venue internet managed in-house or by a third-party?

• Who is the internet bandwidth provider?

• Do you have a schematic of Access Points (APs), or can locations be reviewed during walk-thru?

• When was the last time Access Points were upgraded?• Will there be onsite venue IT support?

• Can internet bandwidth be increased during the event?

• Is there a service center constantly monitoring the WiFi usage during the event onsite or remotely?

• Can the venue or service provider share usage reports post-event?

Tech support! Does the venue have it? Do you have it? Someone needs to have it!

Discuss with the venue up-front about what IT or AV tech support they offer with your contract. This is VASTLY MORE IMPORTANT than free WiFi. If it is free–and your only support is a sweet event manager who knows how to “service” the internet by unplugging a little black box and counting to ten before plugging it back in–free is not what you want.

Find out exactly how tech issues are handled. If there is a 1-800 number to call, try it yourself and see how long it takes to get a live person. If you are using your own equipment, can you set it up on a new network without someone familiar with the onsite system? Laptops that are not configured correctly could eat up hours of event setup, which may be needed for other event to-dos.

If it costs more to have an onsite tech available for the duration of the digital density times, pay it. If you are prepared to “hold your nose” and jump into free WiFi to preserve your budget, at least speed check during your walk-thru and, personally, see what is provided the minute, you walk in the venue for your setup. “Trust, but verify” is more validating than just being told what is available and believing it.

Speed Test Tools:

Do you need to stream your event?

Try to budget for it for a year-one event, research pricing, make it a line-item, and try to sell it as a sponsorship: Livestreaming is becoming essential for increasing brand awareness and ROI.

According to Livestream’s research, “live video is more appealing to brand audiences. Eighty-two percent of people prefer live video from a brand to social posts. Livestreaming and videos are effective means of promoting your business, conference, or products and perform better than many traditional marketing methods.”

If recorded, it also makes an excellent B-roll for your next event! Additionally, there are companies that can help you monetize sign-ups to access your conference remotely via live stream.

Upload and Download Speeds for Streaming:

When it comes to streaming, upload and download are equally vital: the higher the upload speed, the more data that can be streamed. The download is relevant to the audience. Higher bandwidth can eliminate buffering and lags.

This is where symmetrical bandwidth plays a vital role, which most 1-800 number providers do not offer. Standard 1-800 number internet providers may provide the venue 100 Mbps, but you may not receive that dedicated bandwidth since it a shared circuit, let alone symmetrical. For example, most of these providers bill for 100down/25up; when they are speed tested, they only deliver 72down/15up.Multi-bitrate streaming requires more upload bandwidth than conventional streaming.

Each stream requires separate bandwidth; a 4k stream needs an average bitrate of 15 Mbps for both download and upload for a minimum of 30 Mbps, and, as mentioned earlier, you need another 30 Mbps for every 100 attendees.

(January 2020 Panel on Technology & Events Speaker Jeanavive Janssen)

Nasdaq 2 Jeanavive


Bandwidth – The max data transfer rate over an internet circuit. Measured in Mbps–megabits (million bits) per second (Mbps). Also measured in Gbps (gigabits per second) for faster speeds. Two usages define bandwidth need: the number of devices using the bandwidth and what the devices are used for (i.e., social media and browsing compared to streaming and gaming ). Shared bandwidth is living in that apartment complex again, while dedicated bandwidth is like living in your own private house–but you have to be prepared for your guests in your house on occasion, too.

Speed Test – determines if you are getting the bandwidth promised by the provider.

IP Address – serves as an identity for each device using the network.

Dynamic Host Configuration Protocol (DHCP) – assigns dynamic IP addresses to devices on a network, giving the device a different IP address when it reconnects to the network.

Wireless Network – allows devices to stay connected to the internet without plugging into hard-lines.

Access Point (AP) – creates a wireless local area network. It’s an excellent idea–just like in a construction plan–to ask your venue for an access point layout map or to have them point them out during the site visit so that you can ensure you know where the coverage is light. This will ensure that you don’t plan a vital tech demo in the furthest low-bandwitdth corner of their WiFi network coverage area. Third-party providers can add free-standing access points to ensure the success of your tech-related needs if you bring it up from day one, not as an afterthought!

Router – sends data traffic to access points and provides security protocol for the network.

Switch – sends and receives the data to the device(s) that requested it.SSID – the name of your wireless network, which could be a sponsor’s name or name of the conference; keep it short enough to read when pulling it up on your WiFi device.

Symmetrical WiFi – has the same download and upload speed.

Hotspot – designated access point or location where WiFi is available. Attendees may use WiFi Hotspots at events; this may cause interference with the hosted event WiFi.Open Network – an unsecured network that is not safe to use when working with private data. Open networks do not require a WPA/password, so it does not encrypt data. This could make it easy as pie for hackers/data thieves to access data information on ANY device connected to the network!

WiFi Protected Access (WPA) – WPA is an encryption tool that scrambles your encryption key and also checks to make sure it wasn’t altered during any data transfers.

Millimeter-Wave Antenna Internet – the line of sight is required and delivered by point-to-point antennas. It is built over a redundant mesh when provided by an established provider with very low latency, which is ideal for livestreaming.

Metro Ethernet – this is an Ethernet transport network that provides point-to-point or multipoint connectivity services over a metropolitan area network (MAN).

Dedicated Internet Access (DIA) – a fixed amount of bandwidth always available that does not fluctuate, even during peak usage times.

Service Level Agreement (SLA) – Dedicated bandwidth providers commonly offer 99.99% SLA, 5-minutes per month downtime over fiber cable, or through point-to-point microwave antennas.

For more internet tips, feel free to reach out to Jeanavive Janssen by email:


Jeanavive = Authentic

A small world, a word used to describe me by many, was featured in a recent article “Authentic.”

The articles featured quote was from BreneBrown, and I just finished the AMASF American Marketing Association – SF Board Group Book Reading, given to us by President Maria Gianotti, the book was also by Author: Brene Brown, “Dare to Lead: Brave Work. Tough Conversations. Whole Hearts.”

“To be authentic, we must cultivate the courage to be imperfect — and vulnerable. We have to believe that we are fundamentally worthy of love and acceptance, just as we are. I’ve learned that there is no better way to invite more grace, gratitude, and joy into our lives than by mindfully practicing authenticity.”— Brené Brown

The article went on to say: “Authenticity is about presence, living in the moment with conviction and confidence and staying true to yourself. An authentic person puts the people around them at ease, like a comforting, old friend who welcomes us in and makes us feel at home.”

Read The Article Here

Have an authentic day 😉❤️🦄.



American Marketing Association Merit Award, Jeanavive Janssen

Jeanavive Janssen News, Featured on The Village Blog.


Congratulations for the American Marketing Association Merit Award


We are so proud of our Director of Business Development Jeanavive Janssen for winning the 2018-2019 Special Merit Volunteer Award with the American Marketing Association, San Francisco (AMASF).  Jeanavive is approaching her second year on the Board of Directors as Vice President of Events for the AMA San Francisco Chapter. (

Amy Franjesevic, President of AMASF, says, “Jeanavive  has gone above and beyond the responsibilities of her role and has helped to elevate the statue of the chapter.”

We asked Jeanavive the following 3 questions about winning the award.

What do you feel your main contribution to AMA was this year?

My greatest accomplishment is the $75,000 worth of donations I helped to secure for the chapter.  My years of event and negotiating experience has enabled me to really support AMA this year.

As the VP of Events for the SF chapter, what event were you most proud of this year?

The Revolution of Marketing event held at Werqwise.  The event was geared towards CEO’s and had a fantastic turnout.  I led a team to produce and fully execute the event.

What do you envision next year looking like?

We are already working on some inspiring programming ideas.  We will be hosting an event at new venues and are striving to provide as much free access to new members as possible.

Please join the Village is wishing Jeanavive a heartfelt congratulations!

Business, Connecting, Tech

Hire People Who Aren’t Like You!

I recently attended a recruitment event as a guest and person to help “fill” the room…I had the opportunity to interact with several people from the company that have been trying to fill key head counts.   It is a an activity that is being brought back from the original “tech bubble“;  “happy-hours” for candidates, recruiters and employees which offer a chance to hang – ultimately for “team-fit” evaluations in a organic environment over drinks.

I read this article a while back and it really came to mind during this occasion: Hire People Who Aren’t Like You (and Other Tricks We’ve Learned While Transforming GM)

These were the assets the article recognized as important to identify:

  • Be an agile, smart leader
  • Be confident, yet humble
  • Show your thinking and contributions, not just your resume
  • A relentless desire to win
  • Be true to yourself Sheryl Sandberg, Facebook, Understand your biases, and hire people who are not like you. Diversity of thought shapes our culture.

With this in mind, since I had some time on my hands I thought I would explore this “happy- hour” opportunity**…

I AM EVERYTHING that is bulleted and bolded. The humble part sometimes a stretch but I am learning exposing that underbelly is a way to build more confidence and respect.  I was very honest in my interactions, that not even I can get the brass-ring every time, in a recent experience I was told I didn’t know “tech” and thought that was ironic but shared the experience as a chance to learn from the group what it is to be tech.

Side-Bar: What is tech, that is the question? I was doing “tech” back in 1999 building my own websites; I had one of the first social websites before FB and I was working with higher education to get their course-work online but back than it wasn’t the “tech” bubble it was just work, not a segmentation of an entire world…are you tech or not? it seems like the “golden chalice” is being in, and wanting to be in to get all the perks (stocks, free food, unlimited time off, etc.).  I ran into a high-school friend recently who has been living in Mexico with his new wife and child; she actually sent him back to the US to pursue this new Gold to send back home (his background is tours and Operations).

If outside of engineering, if one only hires tech to do tech, wouldn’t the end results diminish over time since everyone would only be contributing one type of mind-set? it was nice to hear that this company in the beginning actually had Chef’s and other personalities that had been team contributors.

Learning that, I thought that was cool, and worth a mingle to meet some of these alternative tech employees…thinking it could be fun to learn about the product and how they do what they do, but I could not pull it out of anyone; even when I poked and prodded for their elevator pitch and they said they didn’t have one. I said – “you don’t know who I am, I could have a multi million dollar company and need your service” the general consensus I am a top producer…I am doing fine without a pitch.  It really was cookie cutter conversations with these individuals and it might be why the company is having a hard time filling spots; it wasn’t a very engaging “happy-hour”. Made me think, I may not know the new “tech” but I know you got to ABC – Always Be Closing

Side-Bar: **Wherever you are is opportunities: I got to go to a Suite during a baseball game, and though entertaining I saw an opportunity; collecting all the companies names who had Suites and made a new target list for work the next day.  Again, wherever you are there is opportunities, even if not for yourself, everyone you meet could help someone else in your life or at least spur some fresh ideas….

Who do you want to be in Business, how about a LOVE CAT, check out “Love is the Killer App”

Love Is the Killer App: How to Win Business and Influence Friends

Business, Connecting, Women

Glassdoor: 10 Reasons Why Women Should Help Other Women in the Workplace

Read Original Full Article Here:

“There is a special place in hell for women who don’t help other women.”  – Madeleine Albright, former United States Ambassador to the United Nations

1. Today’s coworkers could be tomorrow’s managers.

2. You’ll make more money.

3. Your powerful network will grow upward, laterally and exponentially.

4. Giving kudos privately and publicly is smart.

5. Women will like you.

6. Paying it forward feels great.

7. It’s fun.

8. Woman are great leaders.

9. Women don’t forget – ever.

10. Women helping other women is the right thing to do.

Don’t forget NetworkGirl!

Your powerful network will grow upward, laterally and exponentially. Men have been doing this on the golf course and at cigar bars for a long time. People do things for people, not companies.Need a new job? You will have plenty of women to call. Your son or daughter needs a job? Ditto! Need a resource fast? Shoot out a LinkedIn, Facebook or Twitter message and watch how fast the answer comes back. Your network is where the real power lies.


David and Goliath: Acts of Business, Brand and Power of One

David and Goliath: Acts of Business, Brand and Power of One

By Jeanavive Janssen aka the NetworkGirl

I had a recent experience associated with a Goliath Brand. One of those brands that have become a part of daily business and one that seems to be everywhere…one that is just accepted at the almighty service provider, one that I never thought of there being another…

For years I have used the service without a thought or care in the world, till one day it was taken away, no access, locked-out and my company had been so dependent on it that our time was frozen with no productivity.   Seemed like it should be any easy fix, as easy as it is to use…come to find that is not the case.

  • Long call wait time, used the let us call you back message feature. 1-hr. down and no call back.
  • Tried waiting on the phone line, over 30 mins. each time, with the phone system finally disconnecting just when it sounded like someone was about to pick-up, terrible on hold music, bugging staff as it was placed on speaker, while at the same time calling the 1-800# on cell. trying to get a real person.
  • One remote receptionist was doing all she could to escalate and made a case.; but nothing. She tried getting service through another department but was bounced back to same number
  • Tried our service rep. via phone message and linked-in message.
  • Escalated to broad usage social media, with 150k in town for a Goliath Conference, someone on the staff must be watching – hit Twitter, Facebook, and Linked-in with the cry for help (entering 3-hrs of down-time).
  • Response Rate after attempt to find someone manning the Fort:
    • Linked-in Company Page (messaging was all about what was going on in Goliath Conference): 1-hr
    • Twitter: 1-hr 27 mins.
    • Facebook: 10-hrs later
    • Call-Back (never got one)

In Less-than one-hour a competitor, and smaller company saw the cry and reached out to me direct. Without using an aggregate, it was literally their awareness and paying attention to the Goliath – they didn’t hesitate, they saw an opportunity to help.

It burst the “Goliath Bubble” for me, that there is more than one and reminded me the power that one can have against the Goliath, never feel trapped if you are not getting the service you deserve just because a Goliath is focused on other goals which leave the Fort unmanned – don’t be a hostage, there are other businesses out there that want to work with you right now; not when it is convenient.

Other Ideas about ‘David and Goliath’:

“Why Entrepreneurs Should Read Malcolm Gladwell’s ‘David and Goliath”

There are a lot of lessons one can take from the book. First, underdogs may actually be the kinds of companies we should join, invest in or seek to become if we’re running them. Or at least act like an underdog. Second, change the rules and the game. Third, use speed and maneuverability to surprise your competitors and keep experimenting. Push the limits. This is exactly what defines successful business today.

Business, Women

Secret to Success Not Having Any Experience

The secret to Melanie’s success was not having any experience. @MelanieCanva

From forming her first business at 19 on her mum’s couch to owning two multi-million-dollar companies: The woman who believes the secret to her success was NOT having any experience

Get more ideas, bring this book home:

Business, Tech, Tech Tools, Women

#NetworkGirl: What the PBX? @!*

What the PBX? @!*, you may hear some rumblings from those guys in tech or glaze over when you see PBX, and mix it up with PBS when it reminds you that you haven’t had time to watch Downton Abbey…and progress to start to think what happened to your work/life balance?…

PBX is a part of that answer… Perhaps you don’t work for those perk companies who offers unlimited time off (but it isn’t all roses at those companies either)… A PBX can allow you to do your job wherever you are, so you really don’t need to take all that time from your job!

Example Day with the Magic PBX:

Working for a MadMen #NetworkGirl Working for a MadMen #NetworkGirl

  • Your MADMEN boss out “hitting balls”
    You’ve been given strict instructions on how to manage his calls, specifically his wife…
  • You get a call from your daughter, your ex can’t get out of work to pick her up from Ballet, he says it is a very important call… You can’t believe of all days this happens, but you have PBX!
  • Log-on quickly to your admin panel and set the office calls to seamlessly transfer to your cellphone, they won’t know they aren’t calling your desk phone (they legacy phone)…be sure to keep a ear piece in the car, don’t want to get a ticket! Phew, now relax and go about living and taking care of your family…
  • RING RING, it is your boss’s wife calling! (make sure your PBX, has and is set-up for Caller-ID) …Breath, picked it up in your professional voice and take it from there… oh, yes, MRS. MADMEN, it is an emergency! certainly I will get him for you, please hold the line…your heart races, no worries you already put him in your Quick-Dial list, time for a CALL FLIP (and fingers crossed he is done “hitting balls”).
  • You have your daughter in the car, you need to get back to the office and wrap up, your boss calls your office line (and reaches you on your cel. in the car)…he thanks you for the call, doesn’t know how you managed it, that she didn’t realize he wasn’t in the office but thanks you…she is on her way to the hospital to have their baby, he starts rambling a list of things for you to do, you can’t write anything down…you get back to your office, he is still talking, you need to free a hand, so you CALL FLIP back to your desk phone…he is still going but there is no way to remember everything he said prior…you get off the phone, and realize you had your “auto call recording” on…you set-up your daughter on your cellphone to play her favorite games and you play-back the recording and SAVE THE DAY, SUPER #NETWORKGIRL.

PS after work call your ex, the CEO of XYZ company and ask him why they don’t have PBX, no excuses why he can’t take care of family and business.

Was that a good laugh, take some more laughs home tonight, buy this:


Now, what, how do I get one of these PBX things, it sounds awesome!   Well, the Elephant in the room needs to be addressed, the LEGACY PHONE, stay tuned for more:

Meet your Elephant!

#NetworkGirl Legacy Phones and PBX communications Telecom RingCentral

Wikipedia Definition of PBX: (you can just call it awesome for short!)

A PBX (Private Branch Exchange) is a system that connects telephone extensions to the Public Switched Telephone Network and provides internal communication for a business. An IP PBX is a PBX with Internet Protocol connectivity and may provide additional audio, video, or instant messaging communication utilizing the TCP/IP protocol stack.

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