eKourier July 2012

Web Word – If the Customers Got Something Good to Say – Encourage them to Say it Online!

Kennards Night of Nights!

I n April we spoke about the power of Social Media and we’re seeing an example of this internally through Yammer. Social Media for KSS has had a busy month which again has highlighted our next big challenge. Like many forums you are often more motivated to complain when upset than you are to sing someone’s praises when you are happy. Despite nearly 40,000 happy customers and a few thousand positive comment forms on Survey Monkey – the comments on forums such as Google Places, Facebook or True Local don’t always reflect this position. We are committed to being honest with the public and if there is an occasional negative experience these forums give us the chance to respond. With a balance of

has a good experience please keep encouraging them to “Like Us” and comment on Facebook. If they have a Gmail account they have access to Google comments. We’ll keep looking at ways to add simple links and instructions to help customers do this more easily. The more we do the more the true balance will be reflected online. You will have also noticed the new PLAN TO CLOSE cards and AGREEMENTS now have changes to the marketing information so that we can understand their online behaviour more accurately. New categories include Social Media. These categories have been changed in StorMan so our monthly KPI Report will begin to give us a better picture of where they found us and where we should be marketing more. Darryl Hodgson Operations Manager - NSW

It’s fabulous news that we will again be holding the Achievement Dinner in Sydney on Saturday the 11th August 2012. The Achievement Dinner is a great night that has always been enjoyed immensely by those who have attended in previous years. It’s a gesture of appreciation to everyone and an opportunity to recognise outstanding contributions or achievements made in many categories by both individuals and teams throughout the year. It’s about catching up with Team Members from across the Kennards world. You can renew old friendships, make new ones, dress up and have some fun. All Team Members are welcome to attend the Achievement Dinner. It’s the most important day in the Kennards social calendar. Darryl Hodgson and Glen Bayley Operations Managers NSW & QLD The night is your night!

positive and negative any future customer can then make an informed decision about doing business with us. With that in mind it would be ideal (ethically) to gain more positive comments in all of

these forums so that they reflect more of the real world balance. In the centres – if a customer

Kennards Kourier July 2012

2