There is no question that Malaysia and China are failing to meet their international obligations to find MH370.And there is no question that the investigation conducted by Malaysia into the disappearance of MH370 is among the most mismanaged in modern history.The Malaysian end of the investigation has been a symbolic affair where a variety of government minsters, officials and the country’s military have contributed to a chaotic stream of misinformation about the fate of the plane.If the Malaysian Government also wants to avoid accusations of a cover-up, it needs to continue the search for MH370 and to end almost three years of emotional agony for the victims’ families.The suggestion something is dodgy in Kuala Lumpur will only gain credibility if the Malaysians fail to act on a recommendation by the team of international experts led by the Australian Transport Safety Bureau which is conducting the search.New information led the experts to conclude that a relatively small area of 25,000sq km just outside the main search area likely contains the wreckage and should be searched. The exact cost of the search thus far is unclear but most analysts believe it is about $190 million split three ways with Malaysia paying $100 million; Australia $70 million and China just $20 million.China’s contribution has been pitiful given MH370 was also a code-share with China Southern Airlines and carried the airline’s flight number CZ748. There were 153 Chinese aboard and China needs to contribute more.When an airline code-shares (places its flight number and sells tickets at a profit on another airline’s plane) it must bear full responsibility for all aspects of the flight.The hollow rhetoric of the Malaysian Transport Minister Liow Tong Lai saying “the aspirational goal” is to find MH370 simply isn’t good enough for families needing answers and closure.Even Australian Transport Minister Darren Chester’s excuse that the new area of 25,000sq km was not specific enough to meet the criteria set down by officials from the three governments is lame.Considering the vastness of the Indian Ocean an area of 25,000sq km is very specific and the analysis that has helped pinpoint the new area has broken new ground. Malaysia and China should bite the bullet, pony up the $40 to $50m needed to extend the search and do the right thing for the families of the 239 passengers and crew lost with MH370.The fact that the main body of wreckage was not found in the original search area means we were looking in the wrong place but we were doing it for all the right reasons and using the facts available at the time. Now we have new facts, including a drift study by the CSIRO from all the debris recovered in the west Indian Ocean found, that says it is most likely in a different area.The search must go on.
The Global Entrepreneurship Congress gave entrepreneurs the opportunity to pitch their business ideas to investors. Others got a chance to hear insights from business experts from all over the world.Deputy President Cyril Ramaphosa cuts the ribbon to open the Global Entrepreneurship Congress in Johannesburg on 14 March 2017. With him is Small Business Development Minister Lindiwe Zulu (far left), the conference’s chief executive officer Jonathan Ortmans, Minister Aisha Abubakar of Nigeria (on right) and Tourism Deputy Minister Tokozile Xasa. (Image Melissa Javan)Melissa JavanLook at how you can execute and get traction with the resources that you have, advised one of the investors at a session during the Global Entrepreneurship Congress (GEC).The GEC, a Global Entrepreneurship Network event, took place in Johannesburg from 13-16 March 2017. Speaking at the opening, Lindiwe Zulu, minister of small business development, said: “We’re proud that this conference is here on the African continent for the first time.”According to a GEC press release, people from more than 170 countries from all over the world attended the congress. There were 3,000 delegates, according to Jonathan Ortmans, president of the Global Entrepreneurship Network.Meet to share ideasSpeaking at the official opening on 14 March, Deputy President Cyril Ramaphosa said delegates were meeting to share ideas. One of the reasons for this was to rekindle hope “for our people for a better tomorrow”.The GEC was a platform for African entrepreneurs to connect with global investors, he said. “I invite you to put your best foot forward; shine in front of these investors.”He challenged Johannesburg Mayor Herman Mashaba to help small, medium and micro enterprises to thrive by reducing the day to day costs of doing business, as well as reducing the cost of data, transport and financial services.The GEC theme was “Digital disruption”, prompting Ramaphosa to say that digital disruption was the cornerstone of a modern and diversified economy. “It enhances customers’ experiences. Businesses must embrace digital as an enabler.”He added: “Our main focus is profitable and sustainable businesses… We must foster an African entrepreneur network and go forth with intra-Africa trade. We invite others to collaborate with us.”Delegates tweeted their views:Winners of the GEN pitching competition cc @DroppaZA @vhalikza, Bandile Dlabantu & Dineo Lioma #GEC2017 ^eN2 pic.twitter.com/p4cCOInyyD— #GEC2017 (@GENSouthAfrica) March 15, 2017#inspiringAfricanwomen showcase their products @ #GEC2017 #SMEs r future of #Africa #industrialization. With Kuda Mupawose of FESO Africa pic.twitter.com/KUfAqeAY93— Daktari Kategekwa (@JoyKategekwa) March 16, 2017The #GEC2017 was a great conference.. I look forward to seeing the impact in Africa..#RealEntrepreneurs@Work @1voice_radio @harryakinola— Tonito Samuel (@tonitosamuel) March 16, 2017Inspired, motivated, networked, going to implement @NgwanaEnterpri @GENSouthAfrica @sacyjosecarlos pic.twitter.com/kJQUg7k2nG— Tebogo Modisagape (@tebbyvalentia) March 16, 2017Lessons from investorsIn the session “Investing in emerging markets”, international investors gave advice about what they looked for when entrepreneurs approached them for funding:“Talk in numbers.” – Yusuf Randera-Rees of Awethu Project in South Africa“Nothing says more in traction than your resources you can execute with. Look at how you can execute and get traction.” – Igor Oliveira of Semente in Brazil.“If you’re someone who says ‘I’m going to keep on going,’ that is a human aspect for me. If I feel the person is not in it for the right reasons, I won’t go for it [invest in it].” – Christopher Schroeder of Startup Rising in the United States.“Investors buy into you, not the idea.” – Tomi Davies of the African Business Angel Network in Mauritius.Would you like to use this article in your publication or on your website? See Using Brand South Africa material
Trends Driving the Loyalty Marketing Industry What Nobody Teaches You About Getting Your Star… Dmitry Dragilev is the founder of JustReachOut.io – a SaaS which has helped 5000+ startups and businesses get featured in press on an ongoing basis. He is also the founder of PRThatConverts.com course teaching entrepreneurs “how to do PR right” and occasionally takes on fun client projects through his consultancy, Criminally Prolific.Dmitry has spent over a decade in the world of marketing and PR and was previously a software engineer. He has published 1,500+ articles in the last decade and currently writes for Entrepreneur, Forbes, TheNextWeb, SmallBizTrends and Business.com as well as Moz Blog, Ahrefs Blog and many others. Dmitry loves working with customers looking to independently control their PR and is so proud of the entrepreneurs he’s taught to speak to journalists and focus on relationship building.When he’s not at his standing desk working beside his business partner and wife Corey, Dmitry can be found picking heavy things up and putting them down again at Crossfit or running alongside his toddlers scooting through the park. With This One Question, You’ll Never Need an Ic… Related Posts AI is Not the Holy Grail of Sales, at Least Not… Acquiring new customers may seem like the Holy Grail for most businesses. New customers can be most important for startups with tight budgets. When funds are limited, it’s understandable that you may believe only new customers will boost revenue as quickly as by increasing the customer base.The mistake that some businesses make is staying in “customer acquisition” mode forever.While acquiring new customers is crucial to growing any business, what many companies fail to realize is that this is only the first step towards building a successful enterprise. What’s just as, or perhaps even more critical, is customer retention. Failure to nurture new customers can quickly increase churn. So why in the world should businesses worry so much about churn in the first place?What’s wrong with focusing on attracting new customers who are also bringing in revenue?Several marketing studies that have been done show that losing existing customers costs a lot more than acquiring new ones. According to Harvard Business Review acquiring a new customer can cost anywhere from 5 to 25 times more than retaining an existing one.Another study by Frederick Reichheld of Bain & Company indicates that increasing customer retention by only five percent can generate more than a 25 percent increase in profit. Unfortunately, not many businesses consider the financial impact of a high churn rate. They keep focusing on putting in more time and money towards generating new leads and sales. As a result, they struggle just to survive, much less thrive.All studies indicate that putting the same time and effort towards keeping existing customers happy would be far more beneficial. And sustainable. Loyal customers bring in far more profits with much less energy. They are already familiar with your products and services. They trust you and are happy with your customer service.All of this puts them in a better mood to keep buying more from you. Happy customers bring in another significant benefit – they act as ambassadors for your company, bringing in new customers through word of mouth recommendations. You can’t beat that for free marketing. While it’s impossible to reduce churn rate to 0%, there are ways you can do to prevent and stop excessive customer churn.Here are five specific strategies which will help you reduce customer churn rates.# 1- Provide Stellar Customer Service. Always.You might say “Duh Dmitry, this is obvious!” Stay with me though, I promise this section will be valuable.Unsatisfactory service is the #1 reason why customers leave a company.With so many choices available today, customers refuse to compromise. And why should they? If they’re not happy with your service, they know they have plenty of other options to choose from.Consider this scenario – every time you lose a customer, it’s your competitor who scores one up on you, making them a little bit stronger. As they go from strength to strength increasing their loyal customer base with your ex-customers, your business will soon be left biting the dust.The good news is providing consistently outstanding customer services does not have to be overwhelming. It’s merely a lot of little things done right. Here are the ones I tend to focus on:Be Empathetic.Customers don’t want to be treated like just another account or statistic. They want to be recognized as the individuals that they are and feel like they are truly heard. Incorporate a culture of empathy among your employees involves.There is an excellent example from the interview with CultureAmp on Nextiva blog talking about the importance of empathy in customer service and how to train your staff to be more empathetic during your interactions with customers.Communicate regularly.Chances are you will only hear from a customer when they have a complaint about your product or service. Why wait for that to happen?Far better to be proactive and initiate conversations. This prevents small, manageable problems from blowing up into a full-scale disaster.You don’t necessarily need to have anything pressing to discuss.Kick it off with a welcome letter with details of who to get in touch with in case they need any help at all.Follow up with regular emails reminding them you are there to help.Regular communication tells the customer their welfare is top of your mind. It also allows you to recognize unarticulated needs and respond to recommendations.Personalize communication. Always address the customer by their name. It’s a small detail that makes a huge difference and goes a long way towards forging a stronger relationship with the customer. Make sure you understand which channels your customers prefer to receive communication on from your brand. In today’s day and age with so many telemarketing calls and cold emails, 89% of consumers prefer to use text messages to interact with businesses as primary means of communication. When you personalize your connections, be aware of the channel you’re using to communicate.Add value at every touchpoint.Think of every correspondence as an opportunity to reinforce the value propositions of your products and services. Explain how your offerings can continue to help a customer reach their goals. Helping a customer meet their goals will be a win-win for both you and your customer.Give top priority to addressing customer complaints.Bad news travels fast and can have a domino effect on your business. Losing one customer does not just translate to losing the business that that one customer brings in. It also means the loss of potential new customers. 67% of customer churn is preventable if firms resolve issues the first time they occur.Assigning your best employees to handle customer complaints ensures that all issues are resolved efficiently and immediately.Follow back after resolving a problem.You may think you’ve addressed the complaint and fixed the problem, but is the customer happy with the solution you’ve provided?Is it what they were looking for — is it what they want?Did the solution hold up, or did the problem recur?You’ll never know unless you follow up.Some customers may just give up after the first unsatisfactory experience. Instead of raising another complaint, they may find it easier to take their business elsewhere.#2 – Focus On Proper Onboarding, Education & Engagement.Just providing customers with a product, however good, is not enough if they don’t understand exactly how it works or the full potential of what it can do. Offering product demos, video tutorials and free pieces of training that highlight all the features of your products and services provides customers with better user experience.Proper onboarding focuses on improving customer experience and providing useful information to ensure the customer gets maximum value from their purchase. It also fosters an ongoing relationship with customers.The onboarding experience is a multi-step process that starts the moment you close the sale.Elements Of Saas Customer OnboardingQuicksprout University does an excellent job of taking onboarding to the next level by educating and engaging their visitors with more than 120 videos teaching them every aspect of online marketing.Proper onboarding supported by relevant education is integral to reducing customer frustration.#3 Listen To Your Customers.Two of the most accessible and most affordable ways to listen to your customers is by conducting surveys and soliciting feedback. Both of these strategies allow you to assess customer satisfaction and give you valuable insight into what areas you need to improve, or maybe even change.The key to a successful survey is to keep it as short as possible and easy to complete while asking the right questions.Good survey questions ask short questions that require the survey taker to tick a box with the right answer or give a yes or no answer.Good survey question “How well do our products meet your needs?”“On a scale of 0 to 10, how likely are you to recommend our products or services to others?”Bad survey question: “Are you happy with your purchase? If yes, tell us what you liked most about it. If no, tell us why not.”Customers are more likely to answer questions that require them to tick a box or answer ‘yes’ or ‘no’ rather than write out lengthy answers.#4 Reward Your Most Loyal Customers.Everyone looks forward to receiving gifts. Show customers you appreciate their loyalty by offering them generous gifts. It doesn’t cost much, but the rewards can be phenomenal.These examples demonstrate that rewards are very effective at accelerating business growth.Dropbox — Existing Dropbox users that procured new signups were rewarded with additional storage space. Their referral program earned Dropbox 4 million unique users in as little as 15 months. All new users got the same incentive on signing up, tempting them to stay on as loyal customers.Airbnb — Airbnb offered referrers $25 in travel credit for every new member that took their first trip. Hosting a guest for the first time earned them an additional $75 in travel credit. As a result, loyal Airbnb customers continued to stay loyal.Amazon Prime — This is one of the most widely known rewards programs in recent times. Amazon Prime members are rewarded with a slew of benefits, from special deals to free delivery.There are several different ways you can reward loyal customers:Set up loyalty rewards programs.Airlines and hotels keep their customers loyal by offering generous flier and loyalty miles. These work as a huge incentive to keep customers coming back for more.A successful loyalty rewards program should be relevant to your business and provide additional value over and above your primary offerings. Consider offering free access to a premium product even if only for a limited period. Gift cards and other freebies can also go a long way in making a customer feel appreciated, and more likely to stay around for more.Some ideas for you to consider:Celebrate customer milestones.Has a customer been with you five years or maybe even just three or two years? Show them you appreciate their business with a small gift, preferably something you know they’d love – tickets to the opera, a bottle of wine, or a swag bag with select branded items.A customer celebrating a milestone wedding anniversary may appreciate a complimentary meal for two at a swanky new restaurant.Offer discounts on recurring subscriptions or extensions.Resisting a good discount is hard. Even someone who may have been in two minds about renewing their subscription is sure to jump in and take you up on the offer.Host giveaways and contests.Whether it’s a camera for the best photograph in a specific category, or a laptop for the most creative flyer promoting your product, engaging customers in friendly competitions is a fun way to build stronger bonds and keep customers loyal.#5 Stay Abreast Of Market Trends In Your Industry.Every industry operates within its own unique dynamics. Understanding these industry-specific dynamics and staying on top of market trends allows you to compare your progress with that of your competitors.Monitor your competition closely. Developing a competitive monitoring strategy is vital to your business success.How are your competitors attracting new customers?What are they offering as bonuses or rewards to loyal customers?What is their churn rate?If your churn rate is higher than the average in your industry, it’s time to take stock, re-evaluate and adopt a new strategy that focuses more on keeping existing customers and less on acquiring new ones.Over to you.The writing is on the wall: Unhappy customers = Higher churn rate and Higher churn rate = Lower revenues and profits. We all understand this; it’s just a matter of getting up and doing something about the churn rate we all have with our businesses.It’s tempting to focus on inbound leads and just continue increasing traffic and conversion. If you have a leaky funnel and your customers churn at a higher rate then similar businesses in your niche you will end up working 3X as hard just to keep up with your competition. You’ll have a heck of a time trying to outpace them.Churn rate is one of the most overlooked metrics and yet one of the most important ones to work on for your business.Over to you! I’d love to hear which one of these five tactics you plan on using in 2019. Tags:#churn rate#CRM#CRM startups#customer relationship#customer service Dmitry Dragilev
“I will still do what coach wants me to do. I just hope this game of mine will continue,” he said. Read Next Don’t miss out on the latest news and information. View comments PBA IMAGESFor Jerie Pingoy, it almost felt like a throwback of sorts.With his team’s fate on his hands once again, the former UAAP Juniors Most Valuable Player did what he does best: deliver the goods.ADVERTISEMENT Police teams find crossbows, bows in HK university PLAY LIST 01:29Police teams find crossbows, bows in HK university01:35Panelo suggests discounted SEA Games tickets for students02:49Robredo: True leaders perform well despite having ‘uninspiring’ boss02:42PH underwater hockey team aims to make waves in SEA Games01:44Philippines marks anniversary of massacre with calls for justice01:19Fire erupts in Barangay Tatalon in Quezon City MOST READ LATEST STORIES John Lloyd Cruz a dashing guest at Vhong Navarro’s wedding Typhoon ‘Tisoy’ threatens Games PSL: F2 scores second win at expense of woeful Smart Families in US enclave in north Mexico hold sad Thanksgiving Admittedly still groping for form after undergoing surgery back in December, Pingoy’s aim in the PBA D-League may be a little different from the team’s collective goal.“I wanted to prove that I still can contribute even if I came off of an injury. I wanted to show that I still deserve to play,” he said.But Pingoy tries his earnest to not veer away too much from the team’s mission as Akari-Adamson prepares for the upcoming UAAP season later this year.“I just play my role. We don’t have a star player here, so we just try to help each other out,” he said as he seeks to follow the lead of top gun Jerrick Ahanmisi and recently-graduated guard Robbie Manalang.Pingoy, though, remains committed to the system of coach Franz Pumaren.ADVERTISEMENT Typhoon Kammuri accelerates, gains strength en route to PH “I really wanted the game today,” he said.Finally putting his left ankle injury behind, the Cebuano guard drilled three consecutive treys in the final 2:03 which broke the back of Batangas-EAC to deliver the 89-79 victory for Akari-Adamson in the 2018 PBA D-League Aspirants’ Cup on Thursday.FEATURED STORIESSPORTSWATCH: Drones light up sky in final leg of SEA Games torch runSPORTSLillard, Anthony lead Blazers over ThunderSPORTSMalditas save PH from shutoutREAD: D-League: Pingoy’s late 3s tow Akari-Adamson past Batangas-EACThat late flurry capped off his 6-of-9 shooting from downtown en route to 23 points, eight assists, four rebounds, and three steals in the win — his best showing in the developmental league to date. LOOK: Iya Villania meets ‘Jumanji: The Next Level’ cast in Mexico Brace for potentially devastating typhoon approaching PH – NDRRMC Google honors food scientist, banana ketchup inventor and war hero Maria Orosa Pussycat Dolls set for reunion tour after 10-year hiatus
MONTREAL – Former Aveos employees have been authorized to proceed with a class action lawsuit against Air Canada.The airline could have to pay more than $100 million if found guilty, lawyers for the plaintiffs said in a statement Tuesday after a Quebec Superior Court justice gave the green light to the legal action.Aveos used to be a subsidiary of Air Canada whose 1,800 employees conducted maintenance work on the airline’s fleet in three centres located in Montreal, Winnipeg and Vancouver.Air Canada sold most of its shares in Aveos in 2007 and then proceeded to gradually reduce its contracts with the maintenance company, forcing it to close permanently in 2012 due to lack of orders.The law that privatized Air Canada in 1988 obliged the airline, however, to keep its maintenance operations in the country.Previous decisions by Superior Court and the Quebec Court of Appeal ruled in favour of the Aveos employees and state Air Canada violated the law.The class action also claims the airline acted in bad faith by deliberately provoking the closure of Aveos.A spokesperson for Air Canada said the company would not comment as the matter is before the courts, and added the airline’s position will be made public during the legal proceedings.(Companies in this story: TSX:AC)Note to readers: This is a corrected version. A previous story said Air Canada was privatized in 1998