The Millennial Marketer (August 2021)

AUGUST 2021 / ISSUE 04 / VOLUME 21

From the Editor Hello again!

Before I get to the content of this month’s magazine, I’m proud to announce a prestigious recognition from beyond Jamaica’s shores: Millennial Media Management is the recipient of the UK-based Corporate Vision magazine’s 2021 Media Innovator Award: Best Media & Marketing Management Agency, Jamaica! The award is based on criteria such as client dedication, innovation, business growth, longevity, online reputation, customer feedback, and business performance, and is a testament to the countless hours of hard work we have dedicated to serving our clients and now, publishing The Millennial Marketer.

Moving on to this month’s content, we fully support the Prime Minister’s appeal to unvaccinated persons, as signs of a possible “third wave” of Covid-19 infections begin to emerge, most likely fueled by the rapid spread of the Delta variant. The recent tightening of the curfews confirms the seriousness of this threat. Despite the hesitancy some may have, the risks are low and the rewards are great. Vaccination is the only way to ensure we get back to business and get our children back to in-school learning without any further interruptions.

It’s not all bad news, though. July 5th saw the inaugural non-stop flight between Zurich, Switzerland, and Montego Bay, which brings a new well-heeled demographic to Jamaica, primed and ready to spend. More vaccines continue to arrive on island, and nine talented young ladies have been chosen for the next Miss Universe Jamaica Northwest pageant on August 28th.

Faced with these mixed messages, the best thing businesses can do to ensure a steady revenue stream is double down on their commitment to the customer service experience, so we are again giving out valuable tips for creating a thriving customer service culture.

As always, I hope you find this month’s issue of The Millennial Marketer a valuable resource for the continued success of your business!

Warm Regards, Paul Bauer EDITOR, THE MILLENNIAL MARKETER

ZURICH-MONTEGO BAY NON-STOP FLIGHT SERVICE A GAME-CHANGER The July 5, inaugural direct flight between the Swiss financial city, Zurich and Montego Bay, marks the introduction of a crucial airlift arrangement that has been hailed as a game-changer for Jamaica’s recovering tourism industry.

Minister of Tourism, Hon Edmund Bartlett declared the service “a game-changer in terms of boosting connectivity out of that section of Europe,” after welcoming Captain Patrick Ritter and crew of the Edelweiss Airline flight, which brought 99 passengers on its inaugural run.

Underscoring its significance, the Minister said: “Now we’re seeing that the demand for Jamaica is more concentrated and that individual countries have the capacity to drive numbers sufficient to bring an aircraft non-stop into Montego Bay.” The occasion was commemorated, with Minister Bartlett presenting gifts to Capt. Ritter who is renewing his acquaintance with Montego Bay. With memories of being here 15 years ago and having had a good time, for him returning is a “great pleasure.”

Zurich is one of the richest cities in Europe and Mr. Bartlett sees the interest in coming to Jamaica as “a big statement that Jamaica is not just seen as a vacation centre for the economy class but also for the well-heeled and the high net-worth demographic.” This he said was important as it generates more confidence in building back at a higher level “so that the resources that are to stay in Jamaica to help us to build the economy is assured.”

In welcoming the service, Director of Tourism, Donovan White said the Jamaica Tourist Board (JTB) has been working consistently to attract visitors, despite the COVID-19 pandemic. “We work very hard for the demand that we have created and we have spared no effort in the marketplace to ensure that Jamaica is positioned as one of the best destinations available to travellers who are ready to travel,” he expressed.

Mr. White said following the start of the pandemic last year, “Jamaica and the Tourist Board created more comment on the destination than we have ever created at any other time in our history and we did that deliberately because we needed to make sure that as we traverse the pandemic and come out of it, that we were in a position to present Jamaica in a way that would continue to drive that demand forward.”

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Millennial Media Management and The Millennial Marketer supports Jamaica's effort to vaccinate our population from the COVID-19 virus.

It is the responsibility of all Jamaicans to play our part in ensuring that our nation recovers better and stronger!

Here are the facts to combat the myths surrounding the COVID-19. vaccines. #GetVaccinated #GetBackToLife

CUSTOMER SERVICE Focus

THE EMPLOYEE

By: Paul Bauer Editor, The MIllennial Marketer

Last month, I wrote about the importance of creating a customer service experience for your business.

Choosing the right employees is foundationally essential to establishing a well-built serviceoriented culture, as it impacts the delivery of the customer service experience you envision.

Many business owners get so caught up in the What, Where, When, and Why of setting up and running a successful business that they often forget to focus on the Who. Your employees are responsible for consistently delivering the customer service experience, so your overall success depends heavily on their performance.

Here are some tips to help you find the right employees and foster an environment that ensures consistent performance and productivity.

HIRE THE ATTITUDE, TRAIN THE SKILL By any means, this is not a new idea, but it’s surprising how many miserable and indifferent people still exist in the world of customer service. How does this happen?

Often, it’s a flawed interview process. Too often, interviewers are preoccupied with ensuring the candidate has the required education and technical skills that they neglect to find out who the candidate is as a person.

Forget conventional interview questions and have a conversation with the people you want to hire. Are they friendly and engaging? Do they have the right personality? Do they understand your service philosophy easily, and can they relate it to their own experiences? Are they particularly interested in your product or service? Do they seem eager to learn and grow if given the opportunity? Once they can meet those criteria, your training and guidance can help them develop the other skills they need for success.

NEVER HIRE OUT OF DESPERATION OR PROMOTE AN EMPLOYEE TO A POSITION FOR WHICH THEY ARE NOT READY OR QUALIFIED.

Even the best employees can resign unexpectedly, leaving business owners short-handed, and hiring the right people can sometimes take more time than they believe they have. After a while, they throw up their hands and pick the last person they interviewed, just to fill a gap.

In the case of a management or supervisory role, they promote someone who may be good at some aspects of the job but is seriously lacking in the ones that count the most.

While this may work in the short term, it can be disastrous in the long term because their lack of knowledge and experience will eventually bring the entire team down. No matter how difficult it gets, take whatever time is required to find the right people, even if it means doubling down on your duties for a time.

In that same vein, don’t hold onto toxic employees, no matter how well they interact with customers or how much revenue they generate for the company.

(We’ve all heard this excuse: “they won’t do anything because he/she makes too much money for the company.”) Apply accountability uniformly; don’t let anything slide. If even one employee is obnoxious behind the scenes, it takes the whole team down, especially when employees know that person will never suffer any consequences for their bad behavior. Believe me, any loss in sales will be made up quickly because the rest of the team will be happier and more motivated.

YOU GET WHAT YOU PAY FOR While we always advocate for budget consciousness in all aspects of running a business, employee compensation is one thing you should never skimp on.

Especially now that the pandemic has led many workers to reevaluate the employment terms they are willing to accept.

Businesses worldwide are quickly realizing that they must become as competitive in the employment marketplace as they are in the commercial market. If you want to provide the best customer service experience, you need the best people. Top talent expects—and deserves— top pay.

Understandably, your business may run on the thinnest of margins and may not have the budget to offer a competitive salary. If that’s the case, you need to adjust your expectations. Rewarding Champagne-level service with beer-level compensation will only lead to resentful, unhappy employees and disappointed customers.

Moreover, it will deter top talent from applying for any future opportunities. Word gets around quickly.

PAY CLOSE ATTENTION TO EMPLOYEE MORALE You’ve hired the right people, given them the training and tools they need to do their jobs well. They do well for a time, but suddenly their performance dives. They seem unwilling to go the extra mile, and the customer service experience is suffering. It might be personal; it might be work-related. Either way, address it with alacrity, or else the whole team will go down in flames. Low morale spreads like wildfire—and it has a direct effect on the customer service experience.

If it’s personal, remind employees that they have to leave their problems at the door, but be flexible and offer as much support as you can. If it’s work-related, solicit their ideas and feedback, and involve them in making important decisions that will grow their roles and your business. After all, people support what they help create.

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Bank of Jamaica (the Bank) is reminding the public of the potential risks of using or investing in cryptocurrencies, as stated in previous advisories from the Bank.

Cryptocurrencies are digital currencies that are not issued or guaranteed by a central bank or a monetary authority. In addition, cryptocurrencies are not legal tender in Jamaica. Bank of Jamaica does not regulate or supervise these forms of digital currencies.

In that context, the public is again being cautioned to be aware of the various risks associated with the use of cryptocurrencies including: i. High volatility causing significant fluctuation in value. ii. The use of cryptocurrencies in the conduct of criminal activities, including money laundering and the financing of terrorism. iii. Higher degree of cyber-fraud/hacking. iv. Settlement risks that may arise as this currency is not issued or backed by the central bank or other monetary authority.

The public should be mindful that individuals engaged in the use of cryptocurrencies are doing so at their own risk and are urged to conduct appropriate due diligence.

BEWARE OF

CRYPTOCURRENCIES!

1.4 MILLION DOSES OF VACCINES EXPECTED UP TO SEPTEMBER 30

Minister of Health and Wellness, Dr. the Hon. Christopher Tufton , says that approximately 1.4 million doses of vaccines – both double and single doses, are expected in the island over the next few months up to the end of September.

“The target is to deliver doses to 900,000 Jamaicans between now and the end of September. It’s an ambitious target, but I believe with the support of the population and all of society, we can achieve that target,” he said.

Dr. Tufton, who was addressing a virtual press conference hosted by Prime Minister, the Most Hon. Andrew Holness, on Monday (July 26), noted that as soon as new batches of vaccines arrive, the programme will be opened up to all Jamaicans who qualify, aged 18 years and over.

He noted that once “we get to the 900,000, plus those who have already benefited, then we will be somewhere in the region of 50 per cent of target, given that we are looking at 1.95 million or so”.

As of Sunday (July 25) a total of 302,856 doses of the AstraZeneca vaccine have been administered.

A total of 564 doses of the single-dose Johnson and Johnson vaccine have also been administered under special arrangements for the country’s athletes who are competing in the Olympics and the Confederation of North, Central America and Caribbean Association Football (CONCACAF) competition.

As a gesture of goodwill by the United Kingdom (UK), some additional 300,000 doses of AstraZeneca vaccine will arrive on island on August 30, 2021.

To reach our target of 1.4 million, we will also receive: 393,000 single-doses of Johnson & Johnson from the African Medical Supply Platform.

614,000 Double dose from the USA. 100,620 Double dose under the COVAX Facility.

PM APPEALS TO UNVACCINATED PERSONS With the country in the early stages of a third wave of the coronavirus (COVID-19) pandemic, Prime Minister, the Most Hon. Andrew Holness, is again appealing for Jamaicans to take the vaccine once it becomes available to them.

He warned that the country’s unvaccinated population “could become the foundation on which the third wave [is] carried”.

“Therefore, I think every single Jamaican, when the opportunity comes, when your time comes, you should do what is in your best interest, what is in your parents’ and grandparents’ best interest, and what is in the interest of the country, in the interest of your children to return to school. Take the vaccine,” he implored.

He noted that even if persons who have been vaccinated contract COVID-19 they will not suffer the worst effects of the virus.

The Prime Minister, who was addressing a virtual press conference on Monday, July 26), pointed out that “this virus intends to stick around,” stressing that the only way it will “go away” is if a large percentage of the population, at least 65 per cent, is inoculated against the disease.

CONT'D... 1

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PM APPEALS TO UNVACCINATED PERSONS This is serious now. We recognize the psychological strain, the emotional strain. We heard the cries. We tried to give a little relief, but this pandemic, this virus is serious and I can only appeal to the good sense and reason of the people of Jamaica,” he said.

The Prime Minister said that the only way to avoid spikes during this new wave is for “every single Jamaican to take personal responsibility… and to exercise extreme care, caution and diligence in observing the established safety protocols”.

“Each and every Jamaican needs to take great care and precaution. We can’t over-emphasise this – the virus is not a respecter of anyone. You can get infected, whether you are at a party or in church or at school or at work, in the bus, in your private vehicle with passengers , playing football with friends, or at the beach. Anywhere that human beings gather, the potential for infection exists,” he noted.

He reminded citizens that apart from vaccination, persons must also maintain the health and safety protocols, which include, “wearing your mask; maintaining physical distance; sanitizing your hands regularly; if you are ill, stay at home; if you know you are infected, isolate; and if you have travelled and you are not vaccinated, maintain the 14 days quarantine.”

The number of jobs in the Business Process Outsourcing (BPO) sector increased by 15 per cent over the past year, with 44,000 people employed in the sector as of June 30, 2021.

This compares to the corresponding period in 2020, which saw 38,400 persons being employed.

Minister without Portfolio in the Ministry of Economic Growth and Job Creation, Senator the Hon. Aubyn Hill, who made the disclosure, said this increase in jobs happened despite the economy shrinking by over 10 per cent during the same period.

“I am extremely pleased to tell Jamaicans that in the year to June 30, 2021, the BPO Services sector brought in US$780 million to the Jamaican economy. That’s no small sneeze (during) a time when our economy was shrinking,” he said, while making his contribution to the State of the Nation Debate in the Senate, on Friday (July 16).

Mr. Hill stressed that the Government truly appreciates the commitment of cash, management and energy that the 87 operators in the sector, including 10 Fortune500 companies, have made to Jamaica and the thousands of jobs these investors have provided for so many Jamaicans.

“This Ministry of Economic Growth and Job Creation will continue to do everything in our power and within the law to provide the support and ease-ofoperation these investors need to run their businesses,” he said.

Mr. Hill further pointed out that growth plans for the sector include nine new sites across Jamaica by existing players, adding that “there is a new investor who is about to establish a 70-seat facility in the Montego Bay area.”

JOBS INCREASE BY 15% IN BPO SECTOR

Lineisha Davis

MISS UNIVERSE JAMAICA NORTHWEST 2020

Wishes

Lineisha Davis, 24, won the crown of Miss Universe Jamaica Northwest 2020, at the height of a global pandemic. Through poise, grace, and a warm personality, she captured the hearts and minds of many Jamaicans. Following eight (8) weeks of Bootcamp and countless training sessions, she secured the title from a field of 8 finalists.

Despite the challenges of COVID-19, her reigning year was a remarkable and memorable journey. She phenomenally represented the Northwest region in the national pageant and launched her recycling initiative (a childhood dream) with cleanup projects across Jamaican neighborhoods.

In recognition of the 59th year of Jamaica’s Independence, Lineisha shares her nine (9) wishes for Jamaica’s future.

ERADICATION OF CRIME & VIOLENCE Since the start of the year, there have been 2738 reported cases of crime and violent offenses. In 2020, over 3000 reported cases. Based on these troubling figures, you can definably see that we have a major problem.

The prevalence of violence in our communities has impacted the development of our society. We need to implement more crime-fighting measures so our communities will feel safe once more.

BETTER HEALTH CARE SYSTEMS Unlike many other countries, Jamaica has effectively handled the pandemic. However, 2020 has taught us that we need to take better care of each other. It has also made visible the many shortcomings of the healthcare system. I am happy that our government and private sector have both taken an interest to ensure that improvements take place and policies are implemented to ensure a healthy society.

BETTER INFRASTRUCTURE Improved Infrastructure benefits all communities. Concrete, steel, and fiber-optic cable are the essential building blocks of a thriving economy. Infrastructure enables trade, powers businesses, connects workers to their jobs, creates opportunities for struggling communities, and protects the nation from an increasingly unpredictable natural environment. The recent rains and the damage they have inflicted on our roads is proof of the impact.

MORE RECYCLING & PROPER GARBAGE DISPOSAL. I fell in love with the majestic beauty of Jamaica at the age of 10. Since then, my mission has been to see our island transformed into the beautiful paradise we all know and love. Not just because of the sun, sea, and sand; but for how clean and uplifting our environment can be. Recycling and proper garbage disposal leads to healthier lives and will save Jamaica for future generations.

EQUAL OPPORTUNITY Inequalities based on income, sex, age, disability, sexual orientation, race, class, ethnicity, religion continue to persist in Jamaica. Inequality threatens long-term social and economic development, hurts poverty reduction, and destroys people’s sense of fulfillment and self-worth.

This breeds crime, disease, and environmental degradation. Most importantly, we cannot achieve sustainable development and make our country better if segments of the population become excluded from opportunities, services, and the chance for a better life.

FEWER ROAD CASUALTIES Road safety is not just a concern; it is a huge issue! Drivers Education needs to be taught in schools. The dangers of speeding and the proper use of seatbelts to prevent death and serious injuries should be part of the school curriculum.

MORE LOVE & UNITY We must understand that God expresses Himself in an environment of unity. We can pursue God all day long, through prayers, quiet times, going to church – but if our relationships are in disarray, we’ll have a hard time connecting with Him. Unity is for the personal benefit of us all. It makes us more effective as a nation and country. Spreading peace, love, and unity across Jamaica will make a difference and make Jamaica a more positive place to live.

HIGHER MINIMUM WAGE I believe in the right for all Jamaicans to live a decent life. Raising the minimum wage will improve the overall standard of living for minimum wage workers. These workers can then more easily afford their regular expenses, such as rent, transportation, food and childcare.

MORE OPEN-MINDEDNESS & ACCEPTANCE We are all unique and special in our way. We all bring something different to the table. There is power in that! Being more open-minded and accepting helps us become better problem solvers.

We build better relationships as a result. Personal growth comes from being more open-minded and accepting.

For a better reading experience, download the ISSUU app.

9

FINALISTS HOPE TO BE

Queen

On Saturday, August 28, one of nine (9) extraordinary ladies will walk away with the title Miss Universe Jamaica Northwest 2021.

The 2021 pageant season launched on Thursday, July 8, with a Virtual mingle experience for the preliminary sponsors and the pageant team.

“Since taking on Pageant Management of Miss Universe Jamaica Northwest in March 2020, Vantage Point Production was able to deliver the first virtual pageant in the Caribbean. We were able to pull in over 12,000 viewers across Facebook, Youtube, and Instagram with our Livestream,” said Natalie Morris, Managing Director of Vantage Point Production Services.

She added, “As an Events & Project Management company with a mandate for delivering excellent and high-quality production. This accomplishment is something we are tremendously proud of!

She went on, “Most of our team are vaccinated, so we were prepared to offer a hybrid experience with both a paying physical audience as well as our virtual family. However, in light of the new COVID-19 restrictions, we will offer a fully Pay-Per-View experience on ViewStub. We, however, fully support the Prime Minister’s decision to tighten the reigns a bit. If you recall, last year, we also supported the COVID-19 initiate by producing our own PSA.” “Part of my desire is to create a Personal Development program that will improve our youth. Through pageantry, we can educate and train our young women.

When we touch a lady, we touch a heart, and we touch a home. This year, our finalists are extremely excited for the experience and opportunity for growth.”

Later this year, Vantage Point Production will host a full grooming program targeting young men and women alike, as one of their new initiatives.

2021 Contestant #1

Ashlei Gayle

Psychology Student Age: 26 Years

Contestant #3

Contestant #2

Martine Geddes

Client Service Executive Age: 20 Years

Francine Grant Agriculturist Age: 25 Years

2021 Contestant #4

Nanja Innis

Baker/Student Age: 21 years

Contestant #5

Chavelle Kavanaugh Sports Massage Therapist Age: 24 years

2021 Contestant #6

Jianna Thompson Banker Age: 25

Contestant #7

Keronica Lewis

Student/BSc. in Innovation & Entrepreneurship Age: 25 years

2021 Contestant #9

Yensheka Olowu

Student/Physical Education 25 years

Contestant #10

Shanika Small

Concierge Coordinator & Law Student 28 years

Corporate Vision, 2021 Media Innovator Awards: Best Media & Marketing Management Agency - Jamaica.

2021