Make Customers As Assets and Partners

Customer satisfaction (customer satisfaction) is certainly important things to be met by each company, both service providers and products. Customer satisfaction should ideally have a direct impact on company growth.

In the leasing business, for example, customer satisfaction is arguably the company's main target. Similarly, the Astra Credit Company (ACC).

A little look into the rear, the ACC is a combination of five companies, namely Astra Sedaya Finance, Bhakti Swadharma Sedaya Finance, Staco Estika Sedaya Finance, Astra Auto Finance, and Primary Sedaya Finance.

Largest auto finance company in Indonesia has been established since 1982 and supports the financing of more than 16,000 car dealers throughout Indonesia. Therefore, it is not surprising that relationships with customers is a priority for the ACC. Business relationship management is one of them is done via the procurement Call Center ACC.

"ACC has a great attention to service Call Center as a form of manifestation of one of the ACC value, which is customer satisfaction. ACC building service Call Center as a medium of communication with the customer. For ACC, customers and partners is a major asset that must be maintained, "said Welfizon Yuza, Business Development & Channel Manager Head of Astra Credit Company.

Call Center ACC can now be utilized by customers to get an explanation about the credit status information (major installment, the installment due date, loan period, fines, etc..) BPKB information, checking information repulsion, general information and procedures (credit terms, BPKB decision, extend the insurance, claims ACP, etc..), an alternative way of payment information, and information and network services at ACC branch.

The number of services that are served ACC was certainly an impact on the number of incoming calls. Within a day, Call Center ACC receives about 1,000 calls to abandon calls per day on average 3.5 percent.

Call Center ACC also exploit the use of technology which is applied through the center of web-based system called CRS (Customer Response System).

Regarding the number of call agent in charge, Yuza admit is still experiencing growth as needed. Call Center ACC also does not apply because the distribution shifts to outside working hours, incoming calls will be handled by the IVR engine.

From the investment side, Yuza confirms what is invested in the Call Center is not solely in terms of technology infrastructure, but also the investment of people, including among them is the best method is further developed to achieve customer satisfaction. This is a real form of ACC's commitment to the best service for customers.

"The effectiveness of Call Center will be achieved when 3M: Man (people), Machine (infrastructure), and Method disnergikan well. We do not merely look at infrastructure investments but all aspects of this 3M, "explained Yuza.

The existence of Call Center ACC, continued Yuza, also greatly enjoyed by the company, especially for the Astra product sales. So it is not surprising for the future, ACC will develop an optimal call center services, not only as a service center, but also a profit center by synergizing technology and people.

"With the Call Center ACC, customers and companies alike benefit. For customers, the Call Center is helpful to obtain information quickly and accurately. And for companies, Call Center ACC is one of the media to get the voice of the customer as one of the sales channel through Service to Sales (S2S), "he said.

In addition, top management support in the form of a strong vision of quality and service Call Center ACC was also obtained in order to provide the ultimate goal of customer satisfaction.

"Yes, Call Center ACC is one medium for companies to gain a voice of customer feedback. It became one of the drivers for service improvement continuous (continual improvement), "he said.

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How to Increase Sales in Social Media

Social Media is a new channel in the world of marketing, in this new era Social media has become a weapon in building brands, especially in Indonesia. by the number of Internet access of as many as 50 million (source Marketer for the netizens) this becomes a very attractive promotion of land not only that Social Media has now become part of everyday life for the Internet users in Indonesia. Social media many sites most frequently visited. Most of their time online is spent to mingle in social media, like Facebook, Blog, Kaskus, Twitter.

Well.! The challenge now is how to increase sales in Social Media. because of the nature of Social Media is a conversation horizontally then a bit difficult to be seen immediately that the program and activation in the realm of Social Media to give impact to the sales of a brand.

Many brands that enter into the realm of Social Media but not optimally utilize the net of social media, many visible brand that goes into the realm of mere Social media marketing program only to supplement or even because of trial and error. maybe this time there are only a few brands only in Indonesia that has been very precise in doing in the realm of Social Media campaign. Performance Management For those who have a very focused brand building brand in social media with the Spend a big budget to grab consumers' attention on this social networking media, especially for the general public.

From the research results show, 86.7% (Source comScore) Internet users aged 13 years and over in Indonesia who use Facebook. In the world's largest social media itself recorded 40.5 million accounts created people of Indonesia, the second largest in the world. And half of them log in every day.

Management through Social Media indirectly increase sales activity is something of a brand in social media but only increase the brand awareness of a product and build a positive conversation about the brand in social media so that the above points can increase the sales made in stores or showrooms brand them. As for ways to increase indirect sales are as follows:

So this is a particular challenge for the brand marketer. Dynamic social media marketing and horizontal patterns berubah.sementara make consumers already can choose a good brand for them. Consumers also are able to comment on the brand spontaneously and can be viewed by audiences. so it is very important to Brand foray into social media channels are always updated with the market, more creative and humane. and the important points again to meet the desires of consumers with the right.

1. Create activation in social media which aims to build brand awareness brand in social media. this has been proved by a brand beverages after the online activation so that sales of its products rose significantly.

2. Creating a WOMM in social media aimed at keeping our brand discussed by the consumer, is expected with a positive conversation in social media, it is expected that consumers can make purchases of products in the store because of the impact of the WOMM is the recommendation. mention that because some data that affect the largest purchase was "friend recommendation" and the brand is successful with this strategy is the product of ice cream. so sales increased rapidly from the specified target.

3. Creating complete product information and draw on social media. it aims to complete and interesting information can attract consumers to buy products on display. because the information is complete and attractive can make the "Brand Switching" with the brand switching then it implies that consumers will buy a competing product will buy our product because it was satisfied with the complete product information and attractive

Increasing sales in Social Media DIRECTLY

Increasing sales in social media directly is how we make social media programs aimed at increasing sales significantly. and will look its efekdirectly from the program that we run. As for ways to increase direct sales are as follows:

1. Shocking Deal Program: This program is a program that is conducted in online media to create a discount program to consumers online, but in the short term so that will make the consumer curious. Key performace indicators are demand consumers to order products in this online program. This will obviously increase sales directly.

2. Create Online Store: Obviously this activity increase online sales because consumers can immediately see the product and immediately order the desired product. Terms brand to create an online store should be constructed with a system that is detailed and easily so that services to consumers will remain intact. because if the system is not yet strong will backfire on the brand itself.

3. Program Member Card online: This is a program created to increase sales directly through Member service card, consumers who buy products online using a member card can reward more than the consumers who buy directly in retail stores. this will also increase sales directly. in this program that must be considered is the ease in enforcement of this system to consumer. even program can run either eat this online card member courses can be done in the long run.

Thus some surefire ways increase sales in Social Media. this will run well when the handle seriously by interested parties so that the input from my team is to prepare a truly expert in the field of digital marketing so that programs can run with maximal and can provide a positive impact sales.

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Look for Problems

Perhaps the title of which I argued above sounds quite provocative. Imagine,  people usually look for ways to resolve the issue, it instead had sought for the problem.

Wait a minute! What I mean here not want you all to add headache to compound the problem. But, I want to say, is how you can become a source of solutions and reap the opportunities in the midst of problems that exist around you.

Financial problems for example. Concerning personal or family financial management. If I call one of the new profession on the rise lately, you surely understand. Well, the financial problems solved by financial planners. The emergence of financial planners these days as if capable of being a solution for people who find difficulty in managing its finances. For, not infrequently, not yet payday, the money has run out spent. Well, is not this a problem? So then, these financial planners look like a doctor prescribing for their patients so as not telling the deficit again just before the old date.

For me, the financial planner is the "search problem" is keen to see opportunity amid the problems of others. But then the question arises. Loh, that's a job that requires specific expertise. And, not everyone can?

Okay. If it's a question that stopped in your mind, I'll give you another example "problem seekers" are successful in getting a profit from other people's problems. You've annoyed with rats, mosquitoes, cockroaches, or flies that often interfere with the comfort of your home? Alternatively, you also bothered by the number of termites damaging your wood furniture? If yes, have you ever heard of cleaning services and insect infestation in the house? Well, that's one business opportunity for those who are observant utilize a common problem in households due to the arrival of nuisance animals. And, you know, that the exterminator nuisance animals that pay is not less lo?

Want another example? I am sure that the house must sometimes problems arise, for example with water pipes or clogged toilet. Well, not this also a problem? So, to whom you normally would entrust these problems to be overcome? Usually, people rarely want to try to cope alone. The reason? Find practical. Because of that, of the many entrepreneurs toilet cleaning services or waterways, almost all of them always gets the order. This is a proof, that the presence of the problem turned out to give a fairly lucrative opportunities.

How? 've Got a picture right? Well, it's a fact that apparently the presence of matter fields can be produced for some people to jelly. There are still many professions or other businesses that are able to produce from a problem. Marriage consultant, tax consultant, artistic design house, interpreting services, service bureaus vehicle registration and driver's license, all of it is actually departing from the emergence of the problem. Various professions are able to make profits are not a few of the results provides a solution for some people. Sure, it takes perseverance and the ability to cultivate and manage it in order to continue to be profitable. However, one thing is for sure, it all started from the existence of an act, action. So, are you waiting for? Take action!

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