Previously viewed exclusively as a marketing tool, social media is quickly emerging as a popular channel for customer service. Whether you know it or not, instant-gratification obsessed customers have likely already contacted you for support via Twitter, Facebook and other platforms. The question is what do you risk by not responding? Read More…
A recent VentureBeat report found that while 62 percent of consumers use Twitter, Facebook and other channels to broadcast service complaints, and yet a vast majority of those messages never receive a response. This can turn into serious losses for your company, particularly if particularly negative comments are left unaddressed. So how can you capitalize on today’s technology to deliver superior customer service? Read More…
The domain of brand communication has changed significantly over the years. Customers have truly emerged as the ones who wield influence more than what advertising can do for organizations. It is no longer possible for organizations to cover up the low points of a product with media blitzkreig. Even online reputation management methodologies fail if people choose to voice their opinion against a product and such content subsequently goes viral over the internet. Read More…
Be it business, family or relationship, trust is one of the basic building blocks that can either make or break your growth. When it comes to business practices, trust is an unspoken ethical practice that helps a buyer to make subliminal decisions.
So how are you doing on the unspoken Trust Contracts that you sign? Read More…
The beautiful thing about the digital revolution is how it has simplified our lives. We can use the advanced computer technology and online presence to free up more time to spend with our loved ones doing the really important things, right? NO, WRONG!
Technological advancement has allowed mankind the ability to do more things in less time, and as a result—we want to do even more things lest we fall behind in the rat race. Keep this in mind as you think of your customers. These are people whose brains are being filled with more information and choices than at any other time in history. This presents a problem with focus, attention span, and memory, and that means your business can be forgotten very easily. It’s not a malicious forgetfulness, it just…is. Human beings are creatures of deletion, to borrow from Tony Robbins, and they spend their days figuring out what to pay attention to since it’s impossible to focus on every sensory input received. If you want customer loyalty, you need to increase the times that your business is one of those inputs, and you’ve got to do it creatively and memorably. Read More…
An unfortunate consequence of worldwide technology and the Internet placing abundant choice at every human being’s fingertips is that most products just look alike. If not yet because yours is new, they soon will when the competition rips off your look and feel. What’s left to distinguish your small business? More than likely it is customer experience, and there is great news. The only people who talk about your exceptional service that count are your customers. What you say on your website is irrelevant without them. With social media all the rage, it’s easier than ever to get viral and put your business past the tipping point if and only if your service is truly legendary. Read More…
Business customer service success really isn’t as hard as we make it out to be. This week’s post is a little reminder about things we all know and usually forget, and they can be worth millions to your business bottom line. Read More…
Plenty of success stories and proven processes are out there regarding Customer Service strategy and tactics. That’s why it confounds me that there still exist companies that seem motivated to degrade, separate, piss off and just lose their customers. I got to thinking that maybe a number of you small business owners may want the same results. Those customers can be a royal pain in the butt, with their annoying little credit card transactions and product questions, making you have to produce more goods and deliver on services. This post is for you, Mr. Small Business Owner trying to ditch his customers. Learn and implement this stuff and you can just chuck it all and go retire to Bermuda and spend your time drinking Mai Tais by the pool and eating Conch. Here’s your top 10 best practice list to get rid of customers in a hurry! Read More…
The Internet has radically changed the process companies conduct business in the last decade. Shopping can now be done all hours day and night through the internet. You can now electronically order, deliver and consume products and services in an a snap . Customers take hold of their goods within hours of being ordered. While more and more people switch to online shopping, businesses need to translate the other elements that make up a good buyer experience into the online channel. Live chat, online phones or interactive voice response systems are now the norm.
Unfortunately, if you’re not making use of a client database to connect your clients online, you are undoubtedly lagging behind. Read More…
Have you been having a good year selling? Maybe you’ve had a good couple of years, landing new accounts faster than your office buddies can parrot, “Whazzzzuppppp!” Great. How healthy is your repeat sales pipeline? You know, the sales where existing clients come to you for more of your stuff (goods or services), where the cost of the sale is much lower because rapport and trust were already established, the easy sales. You’re hesitating. Do you mean to tell me that your repeat sales pipeline isn’t full? How embarrassing for you.
Don’t feel so bad. Sometimes we all get so busy prospecting and closing new deals that we neglect current accounts or even lose once solid business because we haven’t paid that customer a visit in a while. This business need not be lost forever. Here are a few quick tips to get your foot back in the door of lost accounts and open the floodgates to your repeat sales pipeline. Read More…
