Category Archive Blog

Sunlight Bahia Principe Coral Playa Torrenova

A few years ago we finally visited Mallorca for the first time. We booked the Sunlight Bahia Principe Coral Playa Torrenova which overlooked the bay of Magaluf. This is an amazing hotel which I can not recommend enough. The rooms are modern, clean very spacious and all rooms have a beach view balacony. The hotel is built into the side of the cliff and has its own outside pool elivated on the cliff. The hotel is disability friendly, there is even a beach elevator that takes you directly from the poolside to beach level.

We booked in as all-inclusive so ate most meals at the hotel. The hotel offered a wide selection of variety of food which changed daily.
Breakfast was good but they could do with changing the coffee. Apart from the coffee I can not fault the hotel. During the day there was an outside bar offering cold snacks. In the evening there was an inside bar where there was enterainment provided until around 11pm. The entertainment varied from tribute acts such as Phil Collins and Adel to traditional spanish dancing.

Views from Sunlight Bahia Principe Coral Playa Torrenova

Local Places

In desparate need of a coffee after a late night we ventured out and found an amazing coffee bar/bar called ‘Palm Beach’. This seemed to be mainly staffed by english speaking personnel which made things a little easier. Not did this bar have the most amazing coffee and atmosphere, it also had buttons on each table to call for assistance. 

As well as all the typical beach activities such as big inflatable bannana’s there is plenty to do on the island. From visiting water parks, natural trails, tours and crazy golf.

Golf Fantasia
Golf Fantasia

How to avoid bill shock with Customer Success?

What is bill shock?

The phrase bill shock has been used within the telecoms sector for the past two decades. With the rise of subscription/value-based pricing the concept of bill shock has spread to most sectors. Bill shock is used to describe the negative reaction a customer can experience if their bill has unexpected charges/rises.

It is referred to as ‘shock’ as it triggers negative emotions and can result in a customer dropping their usage or even terminating their subscription. Bill shock can also be a main trigger for turning a customer into a detractor.

How to avoid bill shock with Customer Success?

As with anything, the best way to resolve a problem is to prevent it from happening in the first place. In reality it is quite likely that the more a client uses your service, the more value they are getting from it. However, clients can be sometimes quick to forget this if they are confronted with a bill that is 50% higher than their last. Especially if they haven’t budgeted for the increase.

Pricing is often very emotional. If a customers invoice increases and it comes as a shock, this can drive emotions that are very hard to overcome, such as the feeling of mistrust.

Top Tips for preventing Bill Shock.

  1. At the start of your relationship with your customer, you should ensure that your customer fully understands your pricing model. If your pricing model is influenced by usage, then highlight this to the user, but also highlight the additional value they are gaining. E.G If a user is spending £1000 more but this is saving them an additional £20,000 by using your service to do this work, make them aware of this.
  2. Give your clients the tools to check their usage/volumes quickly, easily and in real-time.
  3. Through your monthly/quarterly reviews with your client, relate the increase in usage back to value, also try forecast any potential increases, such as peak periods.
  4. Consider building triggers that will make you aware when a customers usage is substantially outside of their typical usage. This could send automatic emails to customer’s or make your Customer Success Managers aware and they can best decide a course of action.

How do I manage a customer with Bill Shock?

If you have a customer with Bill Shock the first three questions you should be trying to answer are.

  • Why are they shocked?
  • What has caused the increase in their bill?
  • How have they benefited from the increase in usage?

As I mentioned earlier, there will probably be a big benefit to your customer from their increase in usage. E.G Your customer spent £1000 more but were able to produce 500 more marketing materials for this. Done without your service these items created manually would have cost £20,000.

Once you have the answers to these questions you will be in a much better position when speaking with your customer.

Talk through the emotions and bring the conversation back to the value that they have received. If they hadn’t have increased their usage, what would the impact have been on their business. E.G. Less marketing materials to support new sales.

Your customer needs to be moved from seeing a rise in cost to a rise in returned value.

Summary

In short, the best way to manage Bill Shock is to stop it occurring in the first place. Regularly review usage with your clients, this can be through automated reporting, or during catch-up calls and reviews. Make your pricing as simple as possible and ensure your clients understand it.

Search Engine Submission

Search Engine Submission has changed dramatically over the last two decades. In todays world it is more about the quality of your website, and the information you provide to search engines rather than the number of search engines you submit your website too. There are thousands of services online that offer to submit your website to thousands of search engines around the world. However, in my opinion these are a complete waste of time.

First of all there are only a handfull of search engines I would recommend submitting too. In most cases I would only recommend submitting to Google and Yahoo/Bing. You will tend to find that most other search engines will pull their results from one of the two anyway. That being said, if you are trying to target a particular country, I would recommend researching the search engines with the most amount of searches, and submit directly to that search engine if possible.

E.G. If you are targeting China, I would recommend submitting to Baidu which accounts for two thirds of the country’s online searches.

Create an XML Sitemap

Before you submit your website to any search engines it is important you have a Sitemap. A Sitemap provides search engines with a list of content/urls on your website in a search engine friendly format.

These days if you are using a Content Management System (CMS) like Word Press, you can dowload a plugin to do this for you. Simply search ‘Sitemap’.

If you don’t have this option available there are many services online that you can use to create a sitemap for free. Just Google, ‘Free Sitemap Generator’.
If you use this option you will then need to manually upload the sitemap file to your website. You must also ensure you update this everytime you add content to your website.

Once you have a Sitemap on your site, you can now submit to search engines.

Search Engine Submission – Google

First you will need to open a free account with Google Webmaster Tools – www.google.com/webmasters

Second add and verify your URL.

Lastly, you need to specify your sitemap URL.

Search Engine Submission – Bing

Create a free account on Bing Webmaster Tools – https://www.bing.com/toolbox/

Add your URL to your Bing Webmaster Tools Account

List your Sitemap URL.

If you have any questions or queries, please ask in the comments box below and I will reply ASAP.