Exceeding Expectations: The PPT Edition

In our last post, we discussed the importance of exceeding customer expectations by taking an ordinary product and creating an unexpectedly amazing experience with it. But what does it take to achieve this with an everyday tool like PowerPoint?

The truth is, everybody has, or will, use PowerPoint. It’s on more than 500 million computers worldwide, and is probably even on yours right now. However, it takes a unique expertise to strategically use this tool to its full potential – a skill that most don’t even know exists.

An Australian presentation design company put it this way: “The hurdle we need to overcome is not introducing presentation design to the world, the hurdle is to show the world what presentation design SHOULD be.”

We couldn’t agree more.

That’s why we developed our first-ever promotional PowerPoint demo, to reveal all of PowerPoint’s unknown capabilities and to show how we use it every day: to exceed expectations. The file represents our own original story and animation, includes highly editable and reusable elements, and is only 10MB, which means it can be sent through most email servers. Take a look by clicking here or the image below and let us know what you think through this post, Facebook, Twitter, or LinkedIn.

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And yes, this was created in PowerPoint… what were you expecting?

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Exceed Expectations: We Never Let You Down

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Once upon a time, a guy needed a new suit, pronto. The business event was the next day and he had less than 24 hours to ensure he looked the part. So, he headed over to his local mall to make a selection. But once he found the right one, the situation stopped going so smooth. The suit would not be ready for pickup until the next day, during which time he would be stuck in his office, swamped with work and unable to pick it up.

And then: a customer service miracle…

The next day, a store employee hand-delivered the now-ready suit into the guy’s apartment building for him while he was at work. The store arranged to do this even though rush home delivery is not one of their services. When the guy returned home from work in a hurry, the suit was already there, neatly laid out for him, just as the store had arranged.

That guy was our CEO, the store was Nordstrom, and that is a true example of what Exceeds Expectations means to us: We Never Let You Down.

Going above and beyond for your customers is something that, for some, comes as second nature, and that is why it holds an important place in our company’s Core Values. It’s about coming up with workable solutions for your client even when no immediate answer is available. It requires collaboration, cultivates teamwork, incorporates diverse talents, and produces a well-deserved feeling of accomplishment and pride once the job is done.

And now more than ever before, with the overflow of advertisements and marketing content fighting for consumers’ attention, it’s important to not only meet your customers’ expectations, but to far surpass them. This is best explained by a consumer study recently posted by ClientHeartbeat, which explains that customer expectations have two levels: desired and sufficient. The desired level is the service the customer hopes to obtain while the sufficient level is the service that the customer finds acceptable.

The takeaway from this is that client “satisfaction” is not always something to brag about. For example, if you offered a product at a too-good-to-be-true price, your client is probably expecting just that, a below-average end product. When you provide them with that, then yes, their expectations were met, but it’s because their expectations were low in the first place.

In order to reach that desired level, you must clearly outline and understand your promises to your clients, because this is what makes up their expectations. Moreover, these promises must hold true to what makes your services unique, or there is no way their expectations can be met. Do you promise the freshest ingredients, quickest turnaround, or perhaps the coolest animations in PowerPoint?

Define what you do best, set realistic expectations for your customers, and keep that promise to them. Then go beyond that and never let them down. Go ahead, exceed their expectations for an unexpectedly amazing experience (which by the way, is next week’s core value!)

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Customer Obsessed: Why Every Detail Matters

“It’s the little details that are vital. Little things make big things happen.” – John Wooden

Last week, we announced the launch of our core values series, where we will share our company’s core values with you and what they mean to us, and celebrate examples of those who bring them to life. And of course, we want to hear what they mean to you! First up: Customer Obsessed.

When our company discussed examples of Customer Obsessed, we soon noticed a pattern. Whether it was a Disney employee greeting guests’ daughters as “princesses,” or providing our clients with the slide they asked for as well as alternates because they have the potential to improve the presentation, even if they didn’t ask for it, it was the little things, the attention to even the smallest of details that made the overall customer experience so memorable.

Keeping in mind, given your resources, the size of your company, and your position, these “customer obsessed” gestures do not have to be over the top, such as when WestJet, an airline company, literally created a holiday miracle for their guests by surprising them at the arrival terminal with exactly what each traveler had on their wish list (see video below). Upholding an “every detail matters” approach to your work can be big or small; a welcoming smile, a genuine positive attitude, and enthusiasm to help the customer through every step of the process, even though you’re stuck working the night shift, leaves a longer lasting impression than you may think.

Another pattern also appeared: we recognized companies, products, and services that were exceptionally customer-centric. For example, selling back old college textbooks seemed to be a daunting process, which is why I put it off for years. Yet I finally sold them online because Amazon made it so easy (I may have clicked three buttons max). Because Amazon had strategically paid attention to every detail of the process, from creating a completely user-friendly system to the point where the site could conveniently anticipate my next step, the overall experience was completely painless, and, to my surprise, enjoyable.

So whether you’re going the extra mile, or even just an extra inch, that extra effort to pay attention to even the smallest of details keeps your customers coming back.

Got a certain company in mind that’s customer obsessed too? Tell us about it in our comments section and stay tuned for our next topic in this series: Exceed Expectations!

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Core Values: It’s an Obsession

Pop quiz: What’s the golden rule of customer service?

If you answered “The Customer is Always Right,” that’s probably because it’s one of the first things you learned in the workforce. But did you actually believe it? This is where values come in…482037235

Like a unique name or logo, companies need strong core values to define what sets them apart. Values are crucially different from rules. Rules can feel isolating and artificial, whereas values define the very heart and soul of a company. They create a culture, encourage creativity and collaboration, and affect every aspect of the company from the employees it attracts to how those employees interact with one another and clients when the going gets tough.

Most importantly, values are beliefs that employees can individually interpret and experience for themselves. Joris Luijke, human resources director at Atlassian, Australia’s largest software exporter, puts it this way: “You can’t impose a value on a company, it’s not like a company goal or KPI. It needs to bubble up from below and it needs to be genuinely felt by all the staff.”

So it should come as no surprise that companies who are famous for their customer service also include out-of-the-box values in their company culture. To name a few:

  • Zappos: Create fun and a little weirdness
  • Disney: Honor and respect the trust people place in us
  • Amazon: Have backbone; disagree and commit
  • Google: You can be serious without a suit
  • Atlassian: No bulls–t

This is why Infinitely Big is excited to introduce you to our own Core Values Series. We’ll be posting a series of the five core values of our company and letting you know what each means to us. We would love to hear what they mean to you, and please share yours with us!

First up: Customer-Obsessed. Stay tuned to discover why every detail matters!

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And the Telly Goes To…

tellyInfinitely Big’s video service has been recognized for one of the industry’s most prestigious awards!

We are pleased to announce that Infinitely Big has been selected as a bronze winner in the 35th Annual Telly Awards competition for a video about a charity program for a Fortune 500 company. With nearly 12,000 entries from all 50 states and numerous countries, this is truly an honor.

The Telly Awards was founded in 1979 and is the premier award honoring outstanding local, regional, and cable TV commercials and programs, the finest video and film productions, and online commercials, video and films. Winners represent the best work of the most respected advertising agencies, production companies, television stations, cable operators, and corporate video departments in the world.

“The Telly Awards has a mission to honor the very best in film and video,” said Linda Day, executive director of the Telly Awards. “Infinitely Big’s accomplishment illustrates their creativity, skill, and dedication to their craft and serves as a testament to great film and video production.”

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Infinitely Big Wins 13 Hermes Creative Awards…

Hermes AwardsInfinitely Big is on a roll… this time, we’ve been recognized for all four of our service areas! The Association of Marketing and Communications Professionals has awarded Infinitely Big with 13 Hermes Creative Awards — seven platinum and six gold — for excellence in presentations (nine awards), branding (two awards), website design (one award), and video (one award).

The winning entries included a board of directors’ presentation, a motivational presentation, a product demo/tradeshow loop, a sales presentation, internal communication presentations, an internal tool presentation, a sales meeting presentation, a B2B/B2C website, and a documentary video.

“There aren’t many contests that allow us to submit work from all divisions within Infinitely Big,” said Christopher Contois, chief imagination officer. “It was a real honor to have the creative community recognize that our artists support our clients in truly award-winning ways.”

The Hermes Creative Awards acknowledges the outstanding work of creative professionals involved in the concept, writing, and design of traditional and emerging media. This year’s competition saw more than 5,500 entries from corporate marketing and communications departments, advertising agencies, PR firms, design shops, production companies, and freelancers in the U.S., Canada, and several other countries.

The competition is administered and judged by AMCP. The international organization consists of several thousand marketing, communication, advertising, public relations, media production, web and freelance professionals.

Following a recent win in the Communicator Awards competition, this brings Infinitely Big’s total number of awards for 2014 to 19!

 

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Infinitely Big Takes Home 6 Communicator Awards…

Infinitely Big has done it again… continuing our tradition of award-winning excellence, we’ve been recognized for our work in print/logo design – and our newest service, video, has been recognized for distinction as well!

We are pleased to announce that Infinitely Big has been selected by the Academy of Interactive and Visual Arts to receive six 2014 Communicator Awards – three gold and three silver. The winning designs were created for several industries, including salon professional haircare, vending services, and high-end jewelry. Our own business card took a top spot in the competition, too!

The Communicator Awards is the largest and most competitive awards program honoring creative excellence for communications professionals. This year, more than 6,000 entries were received from companies and agencies of all sizes around the world. The competition is sanctioned and judged by AIVA, an invitation-only group consisting of top-tier professionals from acclaimed media, communications, advertising, creative, and marketing firms.

Infinitely Big 2014 Communicator Awards

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Microsoft Releases Office for iPad

News flash! Microsoft released Office for iPad this week, which includes PowerPoint, Word, and Excel. It’s free to view documents, but if you want to create or edit, you’ll need an Office 365 subscription.

From what we’ve seen so far, PowerPoint maintains formatting and animations across the board — great news for those of you who want to present on-the-go with your iOS device. We’re still giving the app a thorough review and will be posting more details shortly, so check back soon!

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Trello: Our Latest Obsession…

Trello Dev BoardHere at Infinitely Big, we make it a point to stay organized. When we work on client projects, we create lists, this way we can check items off as complete – an important task considering many creative hands work together to create an amazing end product.

So how do we keep up with it all? One thing we use is an online collaboration tool called Trello.

With Trello, you can organize just about anything with boards, which are made up of multiple lists. The lists contain cards, which you can use to collaborate with other users via comments and assignments. You can organize items using color coding, and even enable a feature that sets up your board more like a calendar for an added visual punch. The best part? It’s free!

How do you stay organized? Let us know of any interesting tools in the comments.

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The NEW Video…

Source: B2B Content Marketing Report: 2013 Survey Results, LinkedIn B2B Technology Marketing Community

Source: B2B Content Marketing Report: 2013 Survey Results, LinkedIn B2B Technology Marketing Community

Video is taking over. Journalism sites like BuzzFeed and Huffington Post are now using video to tell the stories that articles used to. Following the shift from print to interactive media, company websites can host internal videos to inform and update their teams instead of distributing print newsletters and materials. Marketers are studying how to best generate interest through the unique visual intimacy that only video can provide. And assisting in this upsurge are the social media sites – both for internal corporate use, like Yammer, and external, like Facebook – that allow for easy video sharing. Why say it if you can just play it, right?

A recent study by LinkedIn’s largest online group, The B2B Technology Marketing Community, thinks so. In a recent survey, its 50,000 members confirmed the current demand for content production, naming video as one of the most effective mediums for consumers to receive information, and, more importantly, react.

And where there’s priority to reach your audience, there’s certainly the priority to do it right! As the survey reveals, video production is the most outsourced form of content marketing. Now, with more than 80% of B2B marketers planning to increase their content production over the next 12 months, all signs point to video as the gateway to create consumer interest.

Here at Infinitely Big we not only embrace this platform, we enhance it. Our in-house production service covers everything from internal corporate videos to broadcast commercials. Click here to discover all the ways our video services can exceed your expectations!

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