Author Archives: Jan Wong

Do You Need Luck to Succeed in Entrepreneurship?

Is luck important in startups
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“Luck” has always been an integral part of the Lunar New Year celebrations.

During this season, friends, family, loved ones, colleagues and advertisements all shout and wish for a “lucky” year ahead. But what exactly is “luck”? People usually associate luck with good fortune, having beat the odds to obtain or reach somewhere supposedly unattainable with effort alone – but is that true?

Luck is a combination of effort and action

Personally, I do not believe in luck. Luck, or a ‘good chance’, is only possible when you take action, not sitting around waiting for something to happen.

Sometimes, that action can be as small as making that one phone call, reading that book, attending an event, writing that first line of code or just talking to a friend.

Speak to most successful entrepreneurs and they’ll tell you that it is not by luck or chance that they got to where they are today. It’s a combination of their efforts and actions that created the breakthrough moment needed; be it meeting countless VCs, pitching door-to-door, bootstrapping from scratch, hustling through nights without sleep, not receiving wages from the company or making active cold calls – these actions made that chance happen.

Sure, not all action will result to success. But even if it fizzled, at the very least, you were a step closer than before.

If you’re serious in starting or running a business, you need to stop waiting for that chance or luck to take place – because it will never happen unless you make it possible; the same goes to your university grades, your career, your relationship, or even that weekend game you’ll be participating in.

The truth is, you’re just procrastinating your actions and blaming it on luck. If you’re dissatisfied with where you’re at now, it’s time to come out, take action and create that chance you’ve been waiting for.

Opportunities only come to those who knock. Will you take action today?

11 Things I Learnt in my 11th Year of Startups and Entrepreneurship

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How time flies! About 10 years ago today, I took the first step into a whole new world – the world of startups and entrepreneurship.

I still remember the day I started my first venture as a college student back in 2004. I didn’t know what entrepreneurship was about and what building a startup meant.

There was no elaborate business plan, lean canvas analysis, marketing blueprint or exit strategy. The thought of becoming the next Bill Gates or Mark Zuckerberg (Facebook was in its infancy years then) was also non-existent; I was just fueled with pure curiosity and passion to do what I started off with.

Today, startups and entrepreneurship seems to be the latest trend in town and perhaps, even a norm for some. Almost everyone, both young and old, are wanting to start something of their own for various reasons and that’s cool – but, what does it really mean to start something of your own?

It’s far beyond being your own boss, having flexible hours or even getting rich (ha!). 

What is it then, really? Here are 11 things I’ve learnt (out of the many others) throughout the past decade that will help you at your crossroads, or if you are facing similar situations and lessons, or even if you are just curious and interested about start-ups and entrepreneurship.

#1: Overnight success does not happen to everyone

Running a startup is really unlike how the media tells it – huge overnight acquisitions, closing massive funding rounds and other seemingly quick successes. In fact, a majority of the startups do not experience such situations. Often times you may question your capabilities but don’t waste time salivating and thinking about their success. Be zealous over what you have and build your own success story!

#2: Get used to sacrificing yourself (quite literally)

Many tend to oversee the amount of sacrifice that’s needed for a startup. I’m talking about months and perhaps, even years without a “proper” income, having one too many sleepless nights thinking about how to make things work, taking the heat from your team and for your team, get pushed around by clients or investors, catching up with friends and sometimes, even family time. Honestly, it does not get easier and better over time. In fact, the sacrifice becomes greater and you’re forced to rethink your priorities.

#3: Others will look down on you

Unfortunately, throughout your journey you will meet people who would not believe in what you’re doing, treat you lesser than others, and of course, those who would only come to you when you have accomplished something. Truth is, people will always talk about you despite your successes and failures. Instead of mopping around, pick yourself up and learn how to deal with it. Easier said than done, but it can be pretty tough at times, especially when you’re facing a dry spell.

#4: You cannot do it alone

Your ideas are nothing if there is no team to share it with. I am blessed to have met some really awesome people in the past years. Sure, there were times when our ideas and ideals clashed, and times when the venture didn’t work out. But that does not change the fact that a strong team effort is needed. You would also need a personal support system of your own; be it your loved one, family, friends, or even a bunch of like-minded people. When you’re bursting with ideas or stuck in a rut, you’d want to share it with these people.

#5: It is not all fame and glory

Others tend to put entrepreneurs on a pedestal because of their courage to step out and do something on their own. But truth be told, it’s nowhere near that glamorous at all. You need to be prepared to get your hands dirty to work on every aspect of the business because no one else will. While my name card states that I’m the founder, I am actually the janitor, data entry personnel, human resource executive and basically, anything else that comes to mind. Of course, some of these roles will and can eventually be delegated in the future. But first, it starts with you.

#6: Learn to let go

It is always difficult to let go of something that you’ve invested a lot in. The past 10 years has taught me to identify signs or situations to let go of people and ventures. Personally, I have never liked letting go of things but I’ve learnt that letting go is a critical factor of growth. In fact, keeping things for its sentimental value will only pull you back.

#7: Multitasking is not for you

Startup founders are scatterbrained, but not in a bad way. Most founders I know are always overflowing with ideas; maybe you too! The challenge here is to focus on one idea at a time. Diving head first into multiple ideas will most likely do more harm than good, even when they all seem equally attractive and appealing. Doing multiple things at one time will jam you up. Prioritize, prioritize, prioritize!

#8: Don’t limit ideas and opportunities

This is a tough one to balance. On one hand, you should always be exploring new ideas and on the other, you need to focus on one thing at a time. The art of balancing here is to keep an open mind and never shut off ideas despite how silly they seem. You may not want to work on them now, but it may certainly become useful in the future. What really helps is having a notebook (digitally and physically) to jot these ideas when they come.

#9: Speed beats completeness

I started off thinking that it is better to launch a complete product even if it takes a longer time. I was wrong, simply because the product will never be complete. You’ll find yourself building and enhancing for the umpteenth time and you’ll never be satisfied because there’s just too many ideas to execute! Seeing how fast paced the industry and technology is, what you have in mind would have already been implemented by someone else. You need to be quick and agile to put it out there while it’s hot.

#10: Discipline is key

I’m always intrigued by the daily life of every entrepreneur. Everyone has a unique lifestyle that works for them. But if there’s one thing that’s similar, it has got to be the level of discipline – it ranges from their sleeping behavior, morning routines and right up to their task management; they keep it tight! And they leaving little or no room for procrastination and “doing nothing”.

#11: It’s a faith-building process

I wish I could say that I have perfected the formula to startups and entrepreneurship over the years but I’m nowhere near that. Every day, a new challenge comes and every decision made is a new and an untraveled path. It’s an on-going process that will never be perfected, which is why I rely on God to lead the way. He’s the one that has brought and sustained me thus far and the source of what I have and who I am today.

What is your biggest challenge in starting up or getting into entrepreneurship?

My Top 3 Entrepreneurship Lessons from 2014

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The year came and went by so quickly this time around. I still remember how 2014 started but eventually lost track of time somewhere from June, and only being able to feel the year again during Christmas.

Much has happened, both good and bad. Instead of putting together a long list of things, here are my top 3 entrepreneurship lessons from 2014:

#1: Not everyone is built for startups

Many people are fascinated with startups but that does not qualify them to join one, let alone start one. I say this not only because a startup environment is harsh and challenging to keep up, it also requires one to have different qualities to remain in it. Individuals that prefer stability over uncertainty, structure over flexibility and consistency over adaptability may want to reconsider being a part of a startup; simply because it is always the latter in a startup, especially in its early years (first 3-5 years).

#2: There will be no time unless you make time

I suffered from this greatly in 2014. I’ve always considered myself with pretty good time management skills but the year has proved me wrong, resulting in severe lack of sleep on many occasions that caused a negative domino effect to productivity and relationships in general. You need to make time by purposefully setting aside dedicated time for things that matter – stick to it and throw or delegate the rest. Prioritize! If it’s not working for you, you’re doing it wrong.

#3: The power of saying “no”

Many times we try to play the good guy a little overboard, leaving you overwhelmed, causing you to under perform, compromise and leave you frustrated. No, I’m not suggesting for you to be ruthless and unhelpful, but to pick your fights in your capacity. Saying “no” when you’re already stretched is not only fair to person (since you many not be able to deliver to your fullest anyway), but also to yourself as you won’t be burning yourself out. Evaluate opportunities and requests and weigh them against your time and priorities. If you can’t put your best to it, say “no”.

Apart from those above, I believe that God has a big part in my life this year too! Some calls it an instinct, a gut feel, universal power or just luck; but I believe it’s beyond that.

What are some of the biggest lessons you’ve learnt in 2014? Do share them with me too :)

Productivity Hack: Opportunities vs Time Sinks

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I don’t know about you but I really dislike time sinks. You know, the stuff you do everyday that takes a chunk of time off your schedule and yet leaves you unproductive and at the end of the day, you never really accomplished what you’ve set out to do for the day.

For me, it is things like checking and responding to emails, attending long meetings and administrative work.

While some of these tasks can be delegated but in a startup environment, there are many things you can’t just delegate entirely. The team relies on you for support and vision and it’s your role to keep everything on track.

To make things worse, there are also many seemingly good opportunities that crop up along the day that will demand more of your time in return for “career progression”, “bonuses”, “fun” or just “to look good”.

These problems are not just unique to startups. It may very well apply to you, wherever or whatever your job demands of you daily.

The trick is to say “no”, but how to?

The challenge here is to develop the ability to recognize what are opportunities and time sinks. Identifying timesinks not only helps you focus on what matters to most, it also helps you to free up time to do what really matters to you and here’s how:

1. List down your daily routine
2. List down what are your ‘must achieves’ daily
3. List down your goals (be specific!)
4. Identify which ‘must achieves’ helps you meet your goals and which doesn’t
5. Identify which daily routine helps you meet your goals and which doesn’t
6. Cut irrelevant ones, or see if you can combine / automate them to be more effective
7. Build on relevant ones (identify what will help you achieve it better)

Once you’ve done this, it will be easier the next time when a new opportunity comes up. You can easily say “no” to opportunities that are actually time sinks in disguise.

When done right, you will also realize that the most effective way to minimize time sinks is to create routines and transform them into a habit.

For me, I allocate certain time and days solely for meetings. This allows me to know for sure that I do not need to deal with meetings that may compromise my daily goals on other days and help me be more productive that way.

From a business and startup perspective, it also helps me to identify which opportunity is worth pursuing and evaluate existing opportunities that are becoming time sinks.

This may sound tough (and it is) in the beginning, but it gets easier as you continuously practice it and you will be able to do it automatically without physically creating lists again (thus saving even more time).

What are your top three time sinks daily?

Getting a Job: How to Maintain An Employer-Friendly Social Profile

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Most of us have Facebook accounts and it is clear that Facebook has been the place for many to post up their lives (sometimes mindlessly) onto the social network giant – which leads to a common problem among job seeking graduates – the need to set their accounts on “private” just to escape from prying eyes.

Of course, your reason may be less complicated than that but this leads to a bigger problem. Believe it or not, many employers today will look you up on social media platforms or via a simple Google search. With your profiles set on private, you are more likely to raise the eyebrow of your employers. And to some, you just lost brownie points even before the interview began.

Here’s a thought: Instead of locking down every trace of social media activity you’re doing, why not lead them unto channels that you want them to see instead?

#1: Get unto LinkedIn and keep your profile updated

This is the most obvious response to the matter and yet many people don’t do it. Having a professional profile not only helps you look ‘ready’, it also helps you to showcase your profile much better than Facebook does. Things to remember when creating a LinkedIn profile:

  • Have a clear (professional) headshot of yourself
  • Make sure your profile is complete
  • Setup your portfolio (if any)
  • Start posting relevant content

My highlight on LinkedIn: While I have never used it to apply for a job before (though it’s an excellent tool to do so!), LinkedIn has been the source of job offers and connection to key industry personas for me. Not only I have been offered positions in different parts of the world, I’ve managed to be in touch with people I never thought possible such as in TripAdvisor, university researchers and more.

#2 Start Blogging

Blogging is a good way to get yourself noticed. It shows what your writing capabilities, your thought processes and it can effectively demonstrate yourself as a thought leader among your peers.

Here are 3 things to consider when you’re blogging:

  • Identify topics that relates to the industry you’re pursuing.
  • Your writing does not need to be groundbreaking or profound, it can be very well be your thoughts or commentary on recent happenings in the industry.
  • Do it as regular as you can. Start with once monthly then slowly move up to weekly, or daily if you wish.

My blogging highlight: My blog has been a great tool for me over the years. It helped me attract a range of job offers, speaking engagements, and great business opportunities that I probably will not receive through other means. In fact, one of my biggest client to date was from my blog and they are still with me even after 2 years.

#3 Tweet!

Twitter is a great tool to build networks and to stay updated with what’s happening around. I personally use it to keep myself on the pulse of the digital marketing and entrepreneurial scene.

  • Keep your tweets public
  • Follow and Retweet thought leaders
  • Share relevant articles

My tweet-rific highlight: I must admit that I’m not most active on Twitter. However, through Twitter I have built some really awesome connections with some of the industry’s top personalities like Mark Schaefer, Jean Parks, Aaron Lee, Leo Widrich and more. The pinnacle of my highlight though, is the fateful ‘meeting’ with the awesome people at Binkd (Adam and Kiera Pedley) where friendship evolved into a business partnership where I now manage the SEA operations of Binkd from Malaysia.

Pro tip:

Find ways to build your net worth digitally which will in turn lead you up the credibility curve. It is never too early (or late) to start!

There are many other ways to make yourself intentionally visible to potential employers and the above is just a tiny peek of what can be done. Like photography? Use Instagram to show off your work instead of posting constant selfies. Like making music? Stop watching and admiring famous YouTube celebrities and work towards being one yourself. Like designing? Showcase your work on Behance, Devianart or even try your hand at Threadless.

What are you doing now to be visible to your potential employers? Are you facing any challenges?

10 Common Mistakes at a Job Interview

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The past few weeks has been a gruelling yet exciting one for me. One of my ventures, OpenMinds went through a time where we needed to expand our workforce to cater to the exciting (and growing) demands of our clients.

Being myself, I take pride in every team member added to the OpenMinds family. I take time to ensure that I meet every candidate that passes through our door to see if they are a right fit. Sad to say more often than not, it has been a disappointment.

Don’t get me wrong now. I’m not saying that they are not qualified for the job. In fact, all of them are. But many candidates tend to slip up on the basics and here are 10 common mistakes at a job interview.

#1: Weak Handshake

You would think that this is a given but let me tell you this: only 3 out of 10 candidates I’ve met was able to give me a good, firm handshake AND looking at me in the eye. A weak handshake without eye contact is a no-no for me.

Why is this important: it shows that you’re confident.

#2: Too long (or short) Resumes

Your resume makes the first impression long before you even step in the door. Having a 5 page resume as a fresh grad does not necessarily make you look good. Instead, you may have too much fluff going in there that’s not bringing you any value at all.

Sure, it’s great knowing what you’ve done during your high school days but will it help you land the job? Probably not. On the flip side, having a seemingly empty resume also mean that you’ve done nothing which isn’t any good too.

Why is this important: most companies only spend about 30 seconds (some say less) on your resume and that determines whether you’ve got what it takes for the job.

#3: Templated Applications

Always adapt your cover letter or career objectives to the company you’re applying to. Having a one size fit all strategy not only shows that you’re lazy but also insincere. Even worse, don’t just copy and paste words that don’t fit you.

There was one candidate that has a well written career objective that caught my eye. However she couldn’t even decipher what it meant!

Why is this important: it is a clear indication that you don’t care enough for the job.

#4: Weak Introductions

Knowing how to introduce yourself in a clear and concise manner wins you lots of points. And no, don’t repeat what’s in your resume. I cringe when a candidate merely tells me what’s on the resume. You should know that I’ve read your resume prior and I’m interested to hear from you so tell me more about yourself.

Tell me how you can fit within the company, why you’re the best fit, how your past experiences can benefit us, your goals, your future plans, your strengths and even your weaknesses!

Why is it important: It shows that you’re passionate, serious about what you want to achieve and most importantly, you’ve got a clear idea of who you are yourself.

#5:  Not Enough Research

Now now, I’m not even going into talking about stepping into an interview without understanding what the company does because you should know that that’s a grave mistake. You do know, right?

I’m talking about basic research, for example, where the company is located and what does the job entails. I’ve seen candidates pulling out from scheduled interviews simply because “it’s too far away” but hey, didn’t you first applied in the first place?

Why is it important: It’s your first chance to prove that you not only know the company and industry well, but is also passionate enough to look things up. After all, information can easily be googled these days.

#6: You’re Invisible Online

In today’s age and time, your social media profiles are a great source of information for companies to get to know you better and trust me, most companies do look you up on your social profiles before even meeting you. Keeping your profiles private isn’t the way to go either.

It gives out the vibe of you hiding something from prying eyes (even though if you aren’t). Yes, privacy on social media is important so if you are not comfortable with people viewing your full profile, always have an alternative channel where people can look you up – twitter, linkedin, blog, etc.

Why is it important: Companies are keen to know you better – on a personal level. To see how you interact with others, what you do on your free time and yes, what kind of a lifestyle you live. Hiding your profile simply shouts “I don’t want you to know me” which isn’t the right vibe you should be giving.

#7: Not Asking Questions

This. I. Can’t. Take. Are you absolutely sure that you have no questions after the interview? Most candidates say “Nope, I’m good”. That statement basically washes every good perception you’ve gained from the beginning, simply because it shows that you’re either not analytical enough, indifferent about the job or plain lazy.

Don’t you want to know more about the company? From how they function to the day-to-day operations, from working hours to attire, from salary to fringe benefits, and even when will the company get back to you with a result?

Why is it important: This shows the inquisitive side of you which is an important trait for most companies. We want people that can ask the right questions and not wait for it to be spoon fed to you.

#8: Not following up

Not just about saying thank you but also to show your understanding towards the matters discussed. Were there any highlights? What were the key take aways? A good follow up can potentially change the course of your application. I for one, have a big thing for follow ups. I would take the effort to look up on the candidate again just as how he / she took the effort to follow up.

Why is it important: it shows that you are attentive and is interested enough for the job.

#9: Talking Too Much / Waffling

Companies are looking for someone that is articulate. Someone that is able to communicate effectively without beating around the bush. While it’s great to demonstrate your understanding to the questions by reiterating them through paraphrases, taking too long to get to your answers will be a bore and a pain to listen.

Why is it important: You are not the only candidate on the list. If you are not able to capture the attention of your interviewers and worse, boring them off, you’re in trouble. Speak audibly, clearly and straight to the point!

#10: Not Preparing a Portfolio

This may not apply to some industries but I always believe that it is good to showcase some of your past work. Many candidates come unprepared and display a puzzled face when asked for their portfolio.

Sure, your certificates are great but what did you actually do? Are there copies of your written research, your best presentation slides, a demo of website you created, a copy you’ve written for a an assignment, a piece of article you’ve written, photographs you’ve took… anything! Showcase your best efforts, and make sure you are ready to present them.

Why is it important: Action speaks louder than words. It also actively demonstrates your presentation skills which is a plus point for many people-facing industries.

Have you done any of the above? If so, it’s time to change that for your next interview!

The Death of Facebook Promotional Apps?

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You’ve heard it, Facebook recently made it clear that running contests and promotions on brand pages is now legal. The once strictly regulated rule is now demolished, leaving social media marketers plenty of room to explore new possibilities WITHOUT the need of a Facebook promotional app.

To put it simple, brands will no longer need to spend on Facebook contest apps such as Binkd or Wildfire as they can now run simple contests such as sweepstakes or giveaways as they please. Hurray for the budget conscious!

Does this mean that Facebook promotional apps will now be irrelevant?

Not quite. In fact, it increases the potential of Facebook promotional apps and here are 10 reasons why:

1. Collection of database

HAUS Take Home Wilma

Apart from increasing engagement, brands usually run promotions to grow their database and while accepting entries on the Timeline is now acceptable, collecting customer data will prove to be a challenge.

This is simply because customers will be posting their personal details such as their contact numbers, email addresses and other common contest requirements openly when Facebook apps usually provides…

2. A sense of privacy

This is obvious. You present your fans with a private form where they can submit their personal details to you and nobody gets to see them but you.

This is exceptionally important when sensitive data such as their identification card number or home address is required. Having fans to submit their entries openly with those data made public will definitely raise eyebrows.

3. Sense of security

The only way for a Facebook app to run is to have a valid SSL security certificate (yes, it is a requirement). This means that all data entered from your fans are encrypted to prevent a third party from stealing them.

With this basic necessity in place, your fans can be assured that they are in a safe environment when providing their personal data to you as compared to posting them on the Timeline.

4. Backend monitoring and control

By now you should be wondering, if point #1 to #3 above is all about customer data, wouldn’t it be solved by getting them to send in a private message instead for you to manually compile them into a spreadsheet?

Good thinking. And yes, that works too. But what happens when you gather 50 entries? What about a hundred? A thousand, maybe? The manual workload involved is not worth the time.

With a custom developed Facebook promotional app, you can have a backend control panel for you to effectively and efficiently monitor and manage all submitted entries and even export it to a spreadsheet within a click of a button.

5. Performance reporting and analysis

Understanding the performance for your promotional contests are important and yes, you will have access to Facebook Insights with the beautiful charts and numbers laid out but hey, is that enough? A quick look into Facebook Insights will tell you the reach of your promotional post, new fans gained with the period and etc. What about conversion rates? What about participation trends broken down by time and demographics?

sample contest post that is lengthy6. Flexibility and space for content

One of the biggest challenge of running promotions or contests on Facebook is the content, or rather, the messaging of the promotion itself. In most situations, the text and visuals used plays a very important role in conversion. If doing so is already a challenge on a Facebook app, it will be twice (or more) as challenging on the Timeline.

The reason is simple, research shows that shorter status updates work better than lengthy ones, coupled with a visual that stands out on the Timeline. Most promotions and contests comes with participation requirements, mechanics, terms & conditions and the list of prizes in which can be a major challenge in making them concise and presentable as a post on Facebook.

On the other hand, having an app will effectively group all related information into a single location for quicker access and a more direct reference.

7. Minimize clutter on timeline

If you are thinking that the issue of post length can be mitigated by simply splitting them into several posts, think again as you will also need to consider the fact that contest entries may also be submitted on all of the posts made – which can be a major headache. On top of that, your Timeline may be cluttered as there will be a huge mashup of contest announcements, user posts and your regular brand content (which may be drowned by the contest).

8. Easy reference

I don’t know about you but I’m not a fan of cluttered timelines. I personally hate it when all the information I need are segregated into separate posts or different parts of a website. Having a specific app developed for a promotion or contest solves this once and for all. All related information, forms and terms are compiled in a single location with a unique URL.

Your brand will then be able to promote the unique URL instead of specific posts especially if you have split your contest announcement into several posts as point #7.

9. Brand experience

It is important for your brand to stand out (and to stick) with your fans during your promotional campaign. I’m not saying that running it on a post dilutes your brand, but it certainly won’t be able to give a whole brand experience as compared to doing so via an app.

Imagine participating in a contest via a flyer by a street against filling it up on a purposefully designed contest form – which gives you a better experience? Which projects your brand in a better light?

Having a contest app allows you to create that very same experience by having clear indication of your brand, well written messages and ultimately, the contest form that is built for that very purpose.

10. Deep integration

This is one advantage I love the most about a Facebook promotional app – it allows brands to further integrate their promotion or contests into other backend processes or systems. It can be as simple as a newsletter subscription service, a CRM loyalty programme or even a warehousing system to display any relevant data.

This means that brands will be able to go beyond just running a mere contest and to provide a ‘whole’ experience from all users. The possibilities are virtually endless with this one!

sample facebook fangate dormifyBonus: Fan Gate

Running a contest on an app allows you to create a fan gate, that is to condition users to first “Like” your page before participating. This method is also one of the most common ways brand pages have been utilizing to encourage fan growth. You definitely can’t do the same when running a contest on your page’s Timeline.

So there you have it!

10 reasons why Facebook promotional and contest applications will still remain relevant today and should not be left in the dust.

What are your thoughts? Do you think this Facebook update will cripple contest apps?

Brand Focus #13: Maximizing Search Engine Optimization Offline [Hong Leong Bank Malaysia]

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Search engine optimization (SEO) has always been key to many including myself. It really is a no-brainer as almost every brand, business or individual would want to be easily searchable across major search engines to stand out from their competition online.

However, can SEO benefit OFFLINE marketing efforts?

Definitely. And one reason why SEO can be equally powerful offline is that it demands attention and can potentially increases your credibility curve even if you are new to the industry.

Take for example this advertising campaign by Hong Leong Bank Malaysia I spotted in a shopping mall on their recent launch of the Mach Card (a credit card).

hlb-seo-1

What do you think? Did it catch your attention? It definitely did to me! And here’s a vertical version on one of the pillars.

hlb-seo-2

5 benefits of making your search engine presence known offline

#1: It captures the audience’s attention

This advert caught my attention when I was going down an escalator. Not because of its size but because it resembles Google search. My focus was immediately and naturally drawn to the “search box” effortlessly.

#2: It’s easy to remember

The message was clear and there was a clear takeaway for me as a potential customer – “A bank like no other”. Short, simple and sweet rather than the name of the new product that probably may not make sense.

#3: It’s a familiar design

An advert that utilizes familiar elements allows the audience to understand its context without any trouble. And in this era where Google search is dominant, they cleverly adapted their brand to the Google layout that we are all familiar with and listed out the product features as “search results”. One look and just about anyone gets the message.

#4:  It’s a conversation starter

I have personally been utilizing a similar strategy for a while now and I must say it works almost 100% of the time.

People tend to go “Wow!” or “This is so cool”, followed by “So what do you do as an online strategist?” and it takes off from there naturally. What makes this method effective is that they would already have generated a certain amount of interest in you rather than you go babbling about what your company does.

#5: It boosts credibility almost instantly

Starting a conversation is one thing, and actually being on the search results is another. People who receive my card in most cases tend to test it out there and then… and it works!

What happened here? You’ve just successfully proven that you are the real thing and will leave a lasting impression on the recipient especially when there are hundreds of cards being passed about.

But wait, is the brand for real?

hlb-seo-3

A quick search on Google revealed that they are no where to be found!

I was stumped.

Sure, it did very well in attracting my attention and I remembered your keywords but hey, I can’t find you on Google and mind you, I was genuinely interested in finding out more! So the question really is, what is the purpose of this advertisement?

Have you experienced an ad campaign that put you off? I would definitely want to hear your experiences below.

 

A Look Into Malaysia’s eCommerce Scene in 2012

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So the team and I at OpenMinds Resources recently put together our findings we conducted on the local eCommerce scene into an infographic and discovered a number of stuff that did surprise a bunch of us.

We found that guys tend to make online purchases more than the fairer gender, payment via cash on delivery out weighs bank transfers and exclusive deals doesn’t necessarily command an immediate purchase (despite us Malaysians being quite crazy over bargains). You can read about the findings here or directly from the infographic below (click for larger image):

eCommerce scene in malaysia 2012

Where do we go from here?

If your business is situated in Malaysia or are facing a similar market outlook, here are 5 points to consider to turn these findings to your advantage:

#1: Offer credit card checkout options

This may seem obvious but most small sized online retailers do not offer such options to their customers for various reasons including high transaction fees and technical complexities.

What you may want to explore is to utilize a credible payment gateway such as PayPal, iPay88 or MOL Pay in Malaysia as setting them up aren’t difficult at all. As for the high transaction fees, I’d rather not lose out on the 58%.

#2: Consider meetups to drive sales

The biggest disadvantage of an online store to the customers is the inability to physically see and feel the product. Having that said, a no obligation meetup to showcase your products may not be a bad idea though costly to you at first.

What you want to achieve here is to boost your credibility. I recently made online purchase of a shirt myself and I was pleasantly surprise that the retailer was more than happy to provide an exchange of size at no additional cost should it not fit me.

#3: Be detailed when providing product info

Instead of putting all your effort in writing a sales pitch for your product, try to be descriptive. Saying your product can change the world in a click and how awesome and limited they are won’t cut it. Instead, say HOW it can change the world and in what way will it function will do a whole lot better.

Of course, the price has to be clear too. Nothing annoys a customer off more than having an unclear pricing mechanism.

#4: Consider REAL product reviews

One of the reasons why sites such as Amazon.com and TripAdvisor.com are loved by many is because of its reviews. Real, honest reviews by fellow customers.

I know this sounds like a risk to many retailers but it works. Not only you’re able to obtain real feedback from your customers, you’re getting them to do the selling for you!

user submitted photos as product reviews

BlackMilk Clothing turns real reviews up a notch by encouraging customers to submit a photo of themselves in the dresses they sell. This not only shows other customers how that dress may look like on them, but not also have a user-generated pool of photos. Brilliant!

#5: Create exclusive offers… and gain from it!

Group deals are still pretty big over here in Malaysia and that’s great for us consumers. The problem is that retailers tend to rely on these deals as a means to drive sales and eventually find that these deals are not sustainable, which is true.

Don’t just create an offer and throw it off the street. Ask yourself, how can you maximize it to your benefit? Could it be a good opportunity to grow subscribers? To amass reviews or feedback? To get them to bring their family and friends along?

Check out: How to manage a group deal for a small business

What are some other observations you’re able to gather from this research? Would love to hear from you!

What About Customer Satisfaction Online?

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Customer satisfaction has always been an important contributing factor to businesses and more recently, it has been translated to technology too! No longer it is sufficient for businesses to ensure customer satisfaction offline, but on online platforms too.

The Reason

It is okay to place your contact number on a website 10 years ago (if you had one) and expect customers to call you directly should there face any problems. In fact, your website did not need to be interactive. A guestbook (do you remember that one) was the cool thing back then.

Today, things are different. There was never a time more relevant than now for you to ensure a higher customer satisfaction rating on your online platforms.  A recent survey revealed huge numbers on online customer satisfaction and how it CAN indeed improve sales – both offline and online (click on below image for full article).

customer statisfcation online

The Challenge

You may have seen or read tons of reports, articles, infographics such as the above  and you know by heart how customer satisfaction is important. The problem is, how?

  • How can you effectively increase customer satisfaction through your website?
  • What can you do to ensure customers have a good digital experience with your brand?
  • What does it take to be ‘user friendly’?
  • What is ‘user friendly’ anyway?

If you’ve asked some of these questions above, read on!

10 Ways To Increase Customer Satisfaction Online

#1: Provide REAL Product Reviews and Ratings

Note that I stressed on the word ‘real’. Simply placing a photo of a satisfied client with a well scripted message does not cut it anymore. Allow customers to generate their own reviews, both good and bad. Empower your customers to create more customers. Let customers see for themselves what others are talking about your product or service and allow them to speak of their experiences as well.

#2: Clear Navigation (and Call-to-Action!)

Ever been to websites that plays hide-and-seek with you? Hidden links, poorly coordinated colours or simply just by having too many links. Contrary to the beliefs of many businesses, having more links does not necessarily help customers to navigate better.

Ask yourself, who do you expect to come by your website? What do they expect to see? 3 different links to you company’s vision and mission statements or the products and services you offer? Are they often looking for an answer to a question or to get personal advice from you?

#3: Support

Let’s be honest here, there are many occasions where we as customers ourselves often head straight to the contact form to pen down our feedback, suggestion, enquiry or question without first checking the FAQ page or using whatever search feature there is. While sometimes it is due to customers being hasty, often it is due to you not providing clear or simplified ways for them to seek support from.

AskAirAsia

Let’s take a look at Air Asia for a bit. Note that they have a section on their website solely dedicated to answering customers’ questions? Not only they provided a clear and distinctive way of searching, the topics are also laid out in a very understandable manner, minus the jargons.

#4: Be Multi-Channel

Provide as many avenues for customers to be in touch with you as possible within your capabilities. This not only allows customers to communicate on what they are comfortable on, but it also demonstrates how open you are to hear from your customers.

I usually recommend my clients to have a minimum of 3 different customer touch points: a contact form via the website, a contact number and a social media platform. While these touch points are not absolute, it caters to 3 different groups of customers – the tech inclined (contact form), the non-tech inclined (contact number), and the socialites (social media platform).

#5: Surprise Them

Think about the small things that can make a difference, just as how awesome it would be for a hotel to leave you a handwritten note during your check-in or how the waiter brings your check with free mints. How can you convert these small gestures online?

It does not need to be something big but good enough that it stands out, especially from your competitors. It can be a small bonus, extended warranties, free support or training, insider discount, an easy return process or even personalized packaging (I’m a sucker for packaging)!

#6: Don’t be Too Quick to Reply

Businesses often equate speed or response time to customer satisfaction. That’s just partially true. There’s nothing more irritable than receiving a half-baked reply that derails from the customer’s concerns. Customers want their voices heard and problems acknowledged. Saying “We will look into it” is not enough, especially if it s a canned response.

Your response does not need to be Lego, but relate yourself in that very same situation, address the pain and always offer a solution. If there is none, tell the customer what will be done exactly on your end to rectify the problem. Take it another step further by dropping the customer a call or another email few days later to provide an update of the situation.

#7: Mobile Compatibility

You’ve probably heard this a million times and I’ll say it again because it IS that important. With such a huge increase of mobile users over the past 3 years, it is almost guaranteed that customers will likely stumble upon your site on their mobile devices – whether it’s through a link on Facebook, a newsletter you’ve sent or via search engines.

A site that is mobile compatible usually has these traits:

  • NOT designed using Flash
  • The site fits into the screen
  • The contents, such as text and images can be seen without scrolling or zooming
  • Simplified navigation scheme (e.g. displayed in a dropdown list instead)
  • Quick loading time

#8: Check Your Links

This sounds like an easy one but you’ll be surprised on how easy it is for you to miss just a single link on your website. Click here for an example.

See what I mean? Did that annoy you just a bit? Check your links. All of them. Make sure they work as intended as customers do get annoyed if they can’t get to where they want to be!

#9: Revisit Your ‘Introduction’ Page

There really is no reason to put a page before your home page. I am very glad that this trend is slowly making its exit but many businesses are still on it! If you have one, do you REALLY need to have one? Can that introduction be placed as part of the home page instead?

Such pages not only requires customers to go through an additional step to ‘enter’ or to ‘skip’ it, it is bad for SEO too. Search engines hate it, and you definitely do not want to get into their bad books!

#10: Loading Speed

One of the biggest turn offs is slow loading speed. Not only it greatly affects browsing experience, it totally kills the mood too. No customer would be happy waiting for your product page to load or to make a payment. Did you know that even a second is now, too long?

Google has a nifty tool to test your website’s speed and recommends ways you can speed it up, though you need a technical person to do so. If your website is getting anything lower than a score of 60, you definitely need to do something about it!

Customer Satisfaction is Here to Stay

Like it or not, customers will continue to expect more out of businesses online especially when the internet population and tech literacy continues to increase. Business can no longer escape this fact, not for long.

Remember, dissatisfied customers can stir a storm and should not be taken lightly.

What’s your take on customer satisfaction online? What is it that ticks you off the most?