Posts Tagged ‘Cathy Del Colle’


K.I.S.S. Principle

Monday, June 1st, 2009

by Cathy Del Colle*
flickr_photo_chocolatekiss_1976392057_688bce5987.jpgI find myself referring to the K.I.S.S. principle  – every day, both at work and home. According to Wikipedia, “K.I.S.S. is a modern acronym for the empirical principle ‘Keep it Short and Simple,’ as well as  the edgier ‘Keep it Simple, Stupid.’ K.I.S.S. states that design simplicity should be a key goal and that unnecessary complexity should be avoided.” This is so true! How often do you find yourself thinking too much about a solution when there’s a simple approach that works equally well?

In a blog post, David Bohl writes, “The K.I.S.S. principle is worth pondering. There is a brilliance and a perfection to be found in simplicity.” I completely agree!

As Senior Vice President of Client Services at BurrellesLuce, I recommend this approach to my team and our clients every day. When I reference the K.I.S.S. principle, it usually brings frustration to a halt and allows that person to proceed with ease. I must say, this proves an advantage for me as well. 

My family also benefits from the K.I.S.S. principal. We lead busy lives, but try our utmost to keep our daily routines short and simple.

Long before this phrase became common, it was Albert Einstein who said it best, “Everything should be made as simple as possible, but no simpler.”  I can truly say that being a follower of the K.I.S.S. principle makes my activities at work and life much more enjoyable and productive.

Do you share simplicity as your mantra? If so, how has your work and/life improved?

*Bio: During my 22 years with BurrellesLuce I’ve heard and seen a lot in the way of media monitoring and measurement. I originally started as a sales associate specializing in fashion and higher education. Now, I am the SVP of client services. Over the years I’ve developed a close relationship with many PR and marketing professionals. When I worked in the nation’s capital, I sat on the board of Washington Women in Public Relations, where I also served as membership coordinator and, in 1995, as president. Today, I remain an honorary member of that organization. I continue to enjoy meeting with clients and assisting them in any way. LinkedIn: cdelcolle; Twitter: @BurrellesLuce; Facebook: BurrellesLuce

The Benefits of Screen Sharing and Instant Messaging

Wednesday, March 18th, 2009

by Cathy Del Colle*
As technology continues to advance, so does the ease of educating our client’s concerning best practices for utilizing BurrellesLuce services. In the past, I’ve asked our clients to log on to our website to view something at the same time as I do. I then direct them to click onto different areas of our website and while they tell me that they are viewing the same thing as I am, I really don’t know if they are. 

Now this process is made easier by an application tool offered by IBM called Sametime. I can invite a client to join me on my computer screen, or have them share their screen with mine, so that I can make sure that they’re viewing all the benefits of our service. IBM refers to this product on their website as “Communicate in the blink of an eye: Enterprise instant messaging, Web conferencing and Unified Communications and Collaboration.” 

Screen SharingOur entire Client Services staff is finding this to be a valuable addition to our service. You can send a meeting invite for a future date and time that includes a link to the Sametime meeting or you can go to the site on the spot, while you’re already on the phone with a client.  In fact, once you’ve completed your call and Sametime presentation, you can also connect with your client through the Sametime platform with the instant messaging feature – If they have a simple question, they could always ask you quickly. You can also use this with your colleagues as well, either through one on one chats or by inviting a group of people to chat together on the same topic.  There are many benefits. IBM states it best on their website, “Work with others as if they are in the same room.”  Now that’s great customer service!

 

*Bio: During my 22 years with BurrellesLuce I’ve heard and seen a lot in the way of media monitoring and measurement. I originally started as a sales associate specializing in fashion and higher education. Now, I am the SVP of client services. Over the years I’ve developed a close relationship with many PR and marketing professionals. When I worked in the nation’s capital, I sat on the board of Washington Women in Public Relations, where I also served as membership coordinator and, in 1995, as president. Today, I remain an honorary member of that organization. I continue to enjoy meeting with clients and assisting them in any way. LinkedIn: cdelcolle; Twitter: @BurrellesLuce; Facebook: BurrellesLuce

The Importance of Customer Relationship Management

Friday, March 6th, 2009

by Cathy Del Colle*
According to Wikipedia, the free encyclopedia, “customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.”

“While the term CRM generally refers to a software-based approach to handling customer relationships, most CRM software vendors stress that a successful CRM effort requires a holistic approach.[1] CRM initiatives often fail because implementation was limited to software installation, without providing the context, support and understanding for employees to learn, and take full advantage of the information systems.[2′]” 

Having access to all of our client’s information from any computer in the office has proven to be essential at BurrellesLuce. We use an application called Siebel as our CRM tool.  Siebel has allowed our staff to react to a client’s recent inquiry quickly, as well as revise their account efficiently, all while updating the account activities in one location.  Getting into the habit of using a CRM program certainly pays off in the end.  It’s a permanent record of client activities. 

As long as you have a computer, you can answer a client’s question and/or confirm something for your company’s internal processes.  And if you’re meeting with a client in their office, you no longer need to call into your office to ask a colleague a question about that client’s account.  With remote access, you can log into your CRM program and review the account activity with them in person.  Now that’s customer service.  At BurrellesLuce, we’ve embraced this enhancement and have become a CRM company indeed!

*Bio: During my 22 years with BurrellesLuce I’ve heard and seen a lot in the way of media monitoring and measurement. I originally started as a sales associate specializing in fashion and higher education. Now, I am the SVP of client services. Over the years I’ve developed a close relationship with many PR and marketing professionals. When I worked in the nation’s capital, I sat on the board of Washington Women in Public Relations, where I also served as membership coordinator and, in 1995, as president. Today, I remain an honorary member of that organization. I continue to enjoy meeting with clients and assisting them in any way. LinkedIn: cdelcolle; Twitter: @BurrellesLuce; Facebook: BurrellesLuce

Customer Satisfaction- Finally!

Wednesday, February 4th, 2009

by Cathy Del Colle*
The media continues to announce terrible economic news everyday. Yet, I recently found myself in need of purchasing a new car. I figured, how hard could this be? There are sales everywhere as retailers attempt to continue to sell their merchandise. Nevertheless, I consulted with my husband to assist with the process. He suggested I first review Consumer Reports – after all, I wanted to get a safe car and at the best price. After a bit of research, we decided to contact several dealers.

We first went to a manufacturer that we never used before. The experience was anything but positive. Although there were plenty of employees walking around, and just a few shoppers, the sales manager said they didn’t have enough people to take us on a test drive. We would have to wait for at least another hour. In the meantime, we had several questions about the vehicle, but he certainly didn’t offer his expertise.

From there, we drove to where I purchased my last two vehicles. We had better success here with someone who was familiar with our needs. The outcome of our test drive proved pleasing. However, when it came time to discuss dollars and cents, the salesman really didn’t do much to make purchasing another car from them all that inviting.
 
By this point, we were zero for two, but felt “three times would be the charm.” So, we drove to the dealership where my husband purchased his current vehicle. The salesman was willing to bend over backwards for us once again. After all was said and done, he made us a deal we couldn’t refuse. The reason we accepted the offer: customer service.

And after just a few days, I’m happy to say that I’m very satisfied with my new wheels indeed!

*Bio: During my 22 years with BurrellesLuce I’ve heard and seen a lot in the way of media monitoring and measurement. I originally started as a sales associate specializing in fashion and higher education. Now, I am the SVP of client services. Over the years I’ve developed a close relationship with many PR and marketing professionals. When I worked in the nation’s capital, I sat on the board of Washington Women in Public Relations, where I also served as membership coordinator and, in 1995, as president. Today, I remain an honorary member of that organization. I continue to enjoy meeting with clients and assisting them in any way. LinkedIn: cdelcolle; Twitter: @BurrellesLuce; Facebook: BurrellesLuce

Get To Know Your Customers Day 2009

Friday, January 16th, 2009

by Cathy Del Colle*
As I was driving to work yesterday, the DJ on the local radio station announced that it was “Get to Know Your Customers Day.” As the Senior Vice President of Client Services for BurrellesLuce, I found this of great interest and decided to research it further. A story on the web offered this sentiment: “Why not take a few minutes to get to know one of your customers a little bit better? Show a sincere interest in them and what they do.” 

Feeling inspired, I picked up the phone and called one of our clients, who I’ll call Mary.  I informed Mary of “Get to Know Your Customers Day.” She was thrilled I chose to call her and even promised not to look at her computer during our conversation!

Our discussion proved rather enjoyable and, in the end, we each learned a few things about one another. Not only did Mary also ask questions about her current service, she admitted to being a satisfied customer! I then acknowledged appreciation for her business with BurrellesLuce. As our conversation came to a close, Mary indicated she would call one of her customers as well to ‘pay it forward’!

After hanging up the phone, I was glad that I heard the announcement on the radio and decided to make full use of the day’s wisdom.  Even though I strive to get to know each customer as often as I can, there’s always room for improvement – sometimes it only takes a moment out of a busy work day to get to know someone further. By doing so, both parties can realize both the personal and professional benefits.  Yesterday, I sure did!

*Bio: During my 22 years with BurrellesLuce I’ve heard and seen a lot in the way of media monitoring and measurement. I originally started as a sales associate specializing in fashion and higher education. Now, I am the SVP of client services. Over the years I’ve developed a close relationship with many PR and marketing professionals. When I worked in the nation’s capital, I sat on the board of Washington Women in Public Relations, where I also served as membership coordinator and, in 1995, as president. Today, I remain an honorary member of that organization. I continue to enjoy meeting with clients and assisting them in any way. LinkedIn: cdelcolle; Twitter: @BurrellesLuce; Facebook: BurrellesLuce