Barbara Wold is a renowned customer service speaker, a leader in her craft and a fantastic person. I was fortunate to have met her when I gave a talk about leadership to international airline executives a couple of years ago in Miami, Florida. Barbara is such a pleasant and professional guru. She has so much wisdom and so much enthusiasm to share. Her works and insight on sales and quality service are certainly top-notch. The methods she uses on presenting her thoughts are incredibly entertaining and humorous to no end. Also, she is not a stranger to the Philippines; she once spoke in a Philippine retail conference. And it is with great gratitude that she has given me permission to feature some of her articles on customer service. Customer retention, as you know, is a very crucial part of a business offering retail or any other business deals for that matter. It is a sign that they trust a business, a sign that they are satisfied. And this is what businessmen work sincerely hard for: trust, loyalty and patronage. Now, allow me to share with you some of the information she shared with me and a few comments of my own. Barbara says: Business ( Article MRec ), pagematch: 1, sectionmatch: 1 The probability of selling to an existing customer is 60-70 percent. The probability of selling to a new prospect is 5-20 percent (credit: Marketing Metrics). Research also shows that a 10 percent increase in customer retention results in Read More …
MANILA, Philippines – As the principals in contracting relationships, employers are not liable for the claims of individuals deployed by contractors since these persons are not their employees. However, there are pitfalls which if companies fail to avoid can make them liable for various employment claims as if the workers of contractors are their employees. To avoid such costly mistakes, Center for Global Best Practices invites business owners, management decision-makers, HR practitioners, lawyers and all those in outsourcing businesses to attend this one-day pioneering seminar entitled “Best Practices Guide to Valid Job Contracting and Subcontracting” scheduled on Thursday, May 29, 2014 at the Radisson Blu Hotel, Cebu City, Philippines. For details and a complete list of seminars including lectures on Legal Best Practices in Crafting Your HR Code of Discipline, Best Practices in Designing Your HR Forms, Notices and Contracts, Labor Laws for School Owners and Administrators, you may log on to www.cgbp.org or call (02) 842-7148/ 59 and 556-8968/ 69; Cebu lines (032) 512-3106 or 07 or Baguio telephone (074) 423-5148. Mistakes committed in dealing with contractors will hound companies relating to liabilities such as illegal dismissal, back wages, reinstatement, separation pay, money claims, SSS, Philhealth, Pag-Ibig and social legislation benefits, among others. This can cost you millions of losses years ahead when unchecked and unresolved. With that, you have to make sure that you know all the technicalities, strategies and best practices to ensure that you prevent liabilities from unnecessary labor claims and illegal dismissal judgements.
MANILA, Philippines – Low-cost carrier giant AirAsia Group of Malaysia has raised close to P100 million for the reconstruction of 500 homes and livelihood opportunities for survivors of Super Typhoon Yolanda. The airline raised a total of P97 million from its ‘To Philippines with Love’ campaign (#toPHwithlove) in aid of reconstruction efforts in Yolanda affected areas. “We express our deepest gratitude to guests who contributed generously to this fund-raising effort which exceeded all our expectations. We started this campaign as an expression of ASEAN unity for survivors who lost so much and we are incredibly touched to find that the campaign received donations from people in 75 countries all over the world. AirAsia is proud to match this donation and ensure that every cent goes to rebuilding lives,” AirAsia Group chief executive officer Tony Fernandes said. The donations would be distributed to four development partners to fulfill the airline’s pledge to support rebuilding of homes and livelihoods for survivors in the hardest hit areas. The Philippine Red Cross would build 345 homes in Panay using funds amounting to P46 million raised from matching and partner funds managed by AirAsia Foundation. On the other hand, Habitat for Humanity Philippines would receive P37.4 million to construct 187 permanent housing units in Tacloban designed to withstand an intensity 8 earthquake and 250-kilometer per hour windspeed. Business ( Article MRec ), pagematch: 1, sectionmatch: 1 Contributing partner companies include Credit Suisse, Tune Insurance, Queens Park Rangers Football Club, CIMB Group and EQ8. AirAsia was Read More …
MANILA, Philippines – High income inequality is still widely prevalent in the Philippines and government must collect more taxes from the country’s conglomerates to narrow the gap and boost revenues, the International Monetary Fund (IMF) said. The Washington-based fund said the government has achieved progress on the fiscal front but still needs to improve tax administration, cut tax exemptions and broaden the tax base further to boost revenues. “As we discussed, there are still issues related to inequality. There is still very high poverty. Those issues you need to tackle in the medium term,” Naoyuki Shinohara, deputy managing director of IMF told The STAR in an interview on the sidelines of the World Economic Forum on East Asia. While he lauded reforms and progress achieved on the fiscal front, he said the government must raise taxes slapped on conglomerates. “I think what is important is to strengthen the tax administration, broaden the tax base by eliminating various exceptions. Get more cooperation from conglomerates. Tax administration needs to be stronger,” he said. He said that generally, increasing income tax is better than relying mainly on value added tax (VAT). Business ( Article MRec ), pagematch: 1, sectionmatch: 1 He also said the government must fight smuggling to plug revenue leakages. “Your government is carrying out prudent fiscal policy. The budget deficit is under control. There’s not much concern on that level,” he said. The National Government fiscal deficit for the first month of 2014 stood at P34.2 billion, an indication of Read More …
MANILA, Philippines – The government is aiming to increase the share of the manufacturing sector total economic output to 30 percent by 2020 from the current level of 22 percent under the Comprehensive National Industrial Strategy (CNIS). Trade Assistant Secretary Rafaelita Aldaba told reporters that under the CNIS which serves as the country’s blueprint of overall industrial development, the government wants to increase the manufacturing sector’s contribution to total economic output. “Our target is for manufacturing to hit 30 percent of our GDP (gross domestic product)…We want to achieve this by 2020,” she said. The government also wants to raise the manufacturing sector’s contribution to total employment to 15 percent by 2020 from its current nine percent share. Aldaba said the country can hit the targets if more firms, both domestic and foreign, will pour in funds for manufacturing operations. “We hope we can see more substantial investments from local companies that go into manufacturing and from multinationals that locate in the Philippines,” she said. Business ( Article MRec ), pagematch: 1, sectionmatch: 1 She said the government would also want more companies to choose the country as their manufacturing hub in the Southeast Asian region. “Based on what I hear and see and the conversations with economic attaches of our main investors, primarily Japan, they have strong vote for the Philippines,” she added. In attracting more investments in manufacturing, the government would want to promote sectors that are not power intensive such as furniture, automotive, as well as chemicals. Read More …
MANILA, Philippines – Property firm Robinsons Land Corp. (RLC) is beefing up its shopping malls, hotels and office space offerings in the medium term, riding on the strength of the economy. “Given the growth prospects of the Philippine economy, we will continue to expand all our businesses,” said RLC president and chief operating officer Frederick D. Go. “For our commercial centers division, we will open seven malls in fiscal year 2014. All our locations are carefully selected in the fast-growing cities in the provinces,” Go said. By the end of 2014 fiscal year in September, RLC’s total leasable area will hit 1.07 million square meters (sqm.), up 18 percent from 913,000 sqm a year ago. RLC will further increase its shopping centers with one new mall in fiscal year 2015, and four new commercial centers and two expanded projects in fiscal year 2016. Hence, its leasable area will reach 1.15 million sqm and 1.29 million sqm in fiscal year 2015 and 2016, respectively. For its part, the Robinsons Offices will also put up more business process outsourcing (BPO) towers. Business ( Article MRec ), pagematch: 1, sectionmatch: 1 “Backed by the robust BPO industry of the Philippines, we continue to be bullish on the growth prospect of our office buildings division,” Go said. Construction are under way for Cyberscape Alpha and Beta while two new office buildings will be created in the P30-billion Bridgetowne mixed-use project in Quezon City. Net leasable area for the office division will climb from 193,000 Read More …
MANILA, Philippines – The local licensee of the 7-Eleven convenience store chain posted lower income in the first quarter, dragged down by expenses from the store expansion while the sin tax law tempered the growth in sales. Profits of Philippine Seven Corp. (Philseven) fell 12.2 percent to P100 million in the first three months from P113.9 million last year. Retail sales generated by all 7-Eleven stores in the Philippines rose 6.6 percent to P4.4 billion from P4.2 billion during first quarter last year. “The growth in sales was largely driven by the increase in number of stores. Store count went up by 23.8 percent to 1,049 stores,” Philseven said. Franchise stores accounted for 68 percent of total branches, slightly up from 66 percent a year ago. However, the company reported lower sales from existing stores in the first quarter. “Same store sales in the first quarter declined due to lower cigarette sales,” Philseven said, adding that the cigarette category registered significant growth a year ago due to stockpiling prior with the implementation of higher sin taxes. Business ( Article MRec ), pagematch: 1, sectionmatch: 1 “Sales in the affected categories have since settled down, although higher prices, steady demand, and a more level playing field will continue to benefit these categories going forward,” Philseven said. Excluding cigarette sales, Philseven still posted a slight drop in same store sales due to cooler weather and the timing effect of the Lenten season. Franchise revenues gained 22.3 percent to P347.9 million from P284.4 Read More …
MANILA, Philippines – Costlier operations and more expensive raw materials cut through the earnings of listed restaurant chain Pancake House Inc., which is now a part of the Max’s Group of Companies. Pancake House said net income attributable to equity holders of the parent firm slipped by nearly a quarter to P31.75 million in the first three months from P41.56 million a year ago. Consolidated revenues rose 4.81 percent to P926.73 million from P884.19 million. “The growth was attributed to a sustained growth in same base store sales and increase in store network by 4.54 percent or 22 stores to 310 stores as of Mar. 31, 2014 from 288 stores as of March 2013,” Pancake House said. Specifically, store sales rose 4.54 percent to P778.20 million while commissary sales climbed 11 percent to P120.93 million in the first quarter. However, franchise revenues, or the continuing license fee and franchise income, dropped 12 percent to P27.59 million “due to lesser number of franchise stores opened this quarter versus last year,” Pancake House said. Business ( Article MRec ), pagematch: 1, sectionmatch: 1 But costs and expenses grew faster than revenues, increasing 6.4 percent to P895.45 million from P841.52 million. For instance, cost of sales increased six percent to P340.1 million from P320.85 million “due to increase in the price of Japanese rice caused by importation problem,” the company said. Consolidated operating expenses jumped nearly 10 percent to P292.68 million from P266.23 million “mainly attributable to change in electricity and LPG rates, Read More …
MANILA, Philippines -The Philippine Deposit Insurance Corp. gave its support for the recent bill filed in Congress amending the state deposit insurer’s charter. “The move affirms the important role the state deposit insurer plays as a financial safety net player in the light of legislative reforms in the financial system,” the PDIC said in a statement. House Bill 4392, a bill amending the Charter of the PDIC, was filed by Batangas Representative Nelson Collantes (3rd district) last May 12. The PDIC noted this came following key legislative reforms strengthening the financial sector such as the passage of the Insurance Code of the Philippines and the recent proposals filed to amend the Charter of the Bangko Sentral ng Pilipinas. Cristina Orbeta, PDIC’s executive vice president for receivership and liquidation, said HB 4392 will allow the insurer to better perform its role as a co-regulator of banks. “Lessons from the financial crisis taught us that a strong resolution and liquidation framework over banks is crucial to depositor protection and to the stability of the banking system,” Orbeta said. Business ( Article MRec ), pagematch: 1, sectionmatch: 1 Collantes, in his explanatory note of the bill, said that such will enhance bank resolution and depositor protection. This will be done through additional options for liquidating shuttered banks such as the creation of bridge banks. Bridge banks act as shell companies that absorb the assets and liabilities of an insolvent bank until the latter is ready for acquisition or liquidation. By using a bridge Read More …
MANILA, Philippines – Cosco Capital Inc., the investment vehicle of retail tycoon Lucio Co, has completed its debut in the debt capital market, raising P5 billion to support acquisitions. The company said Friday it signed a P5-billion notes facility with a group of institutional lenders composed of banks and insurance companies. “The facility, which consists of seven- and 10-year notes, will be used to fund strategic acquisitions and for general corporate purposes,” Cosco Capital said. “This notes issuance is indeed a clear confirmation of the financial community’s trust and confidence in Cosco Capital,” said company president Leonardo Dayao, adding that the offering was 2.5 times oversubscribed. Metrobank Group’s First Metro Investment Corp. acted as the sole arranger and book runner for the issue, which marked Cosco Capital’s maiden offering in the debt capital markets following the consolidation of the Co family’s assets in 2013. Dayao earlier said the company in on the lookout for opportunities in food and real estate leasing for retail. Business ( Article MRec ), pagematch: 1, sectionmatch: 1 Cosco Capital is into supermarkets (Puregold Price Club Inc.), liquor importation (Premier Wine & Spirits Inc.), commercial real estate and oil storage and oil exploration activities. It is the country’s leading importer of liquor with exclusive distribution rights for some of the world’s top brands like Cuervo, Jim Beam, Fundador, Absolut Vodka, Johnny Walker, Chivas Regal and Alfonso. Pro-forma net income of the investment firm hit P5.3 billion last year, up 83 percent from P2.9 billion a year Read More …