Advertisements

The Importance Of Evolving Customer Service And Communication Strategies

PHOTO

Customer service and its importance is nothing new. For as long as businesses have been around, customer service has always been at the forefront of their success and failure.

What has evolved is what customer service looks like and exactly how we interact and engage with customers. Previous generations grew up understanding the importance of the face-to-face handshake mentality. Customer interaction came from a visit to your store, or perhaps a phone call.

Fast forward to the present day, and customers learn all about your business without ever picking up the phone or visiting your establishment. Nowadays we have Google reviews, websites and, of course, social media. Businesses now have to look at customer service in an entirely different light.

All of these mediums have created new challenges. First on that list is instant customer feedback. I’ve found that most customers expect near-immediate responses to their questions and concerns. They also have the power to brag about your business or bash your business with the click of a button.

1.png

 

You must also consider how you can be present on all these platforms — or if you need to be. How will you manage them? What will you look for regarding return on investment?

Here are five of the biggest lessons I think brands need to learn to succeed in customer service in today’s age:

1. Right Platform, Right Message

Chasing all the various platforms can be more damaging than being on none at all. Companies must first look at staffing and create a game plan for each platform they plan to interact with. When considering what platform(s) to use, you must ask yourself: Are my customers there? If so, how do those customers consume content?

A simple blanket approach does not apply here. Each platform has different demographics, some with crossover demographics. And the messaging consumed by customers is relative to that platform.

You must also ensure you will have the time to dedicate to interacting with customers and potential customers on the platforms you choose. Unanswered questions and comments are like not answering the phone.

2. Analytics And Agility Are Key

One of the great things about social media, in particular, is the fact that it’s instant. You can quickly and easily measure the success of a campaign or promotion with little effort. Utilizing that data/feedback and being agile enough to make adjustments on the fly is the key to successfully navigating social media.

It’s important to learn who your audience is and how they interact with your business. It’s equally as important to consistently measure and adjust your messaging based on analytics.

3. Don’t Ignore Feedback (Positive Or Negative)

Just as important, if not more so, is to not ignore customer feedback, whether it’s positive or negative. As I stated above, social media has created the opportunity for real-time feedback from your customers and potential customers. It’s important to treat every one of these interactions as though the customer is standing in front of you.

Individuals are utilizing these mediums to learn about you, and how you interact with them can make or break that relationship. Current customers apply here as well. They can be some of your best influencers and brand loyalists online, or they can quite easily turn off a great number of future customers.

Consider this: Before the advent of social media, a person who was unhappy with your company may have told a few of their friends about their experience. Those friends could have potentially shared with their friends. Now, with a simple click of a button, they make it easy for all their friends to see the negative feedback, but also make it quite sharable. Now it’s reaching friends of friends of friends, and that’s hard to undo!

4. Be Authentic

Hand in hand with “don’t ignore feedback” is being authentic. Point No. 1 talked about the right messaging, right platform. That’s ensuring you are on-brand and providing the correct content. Being authentic is sticking to your brand, your company mantra.

We all make mistakes. How we handle those mistakes is often what sets truly successful companies apart. It’s difficult to hide from mistakes, and customers are not looking for the perfect company. They’re seeking a business that treats them fairly and is always honest and authentic.

5. Have Fun, And Let Your Personalities Show

Much like the days of a face-to-face meeting and handshake, it is important to connect with the customer. Creating auto-replies and scripts does not allow your company’s personality to shine through.

2.png

You want customers to feel connected to you and your brand. Your content should align with this as well. Allow things like videos to show your staff’s personality. Give potential customers the chance to identify with someone, and then carry that over to your online customer service.

With all that being said, yes, the way we interact with people has changed dramatically over the years, but the principals of good customer service have not.

Forbes Communications Council is an invitation-only community for executives in successful public relations, media strategy, creative and advertising agencies. Do I qualify?

CMO at Walnut Ridge and Primeaux RV. He lives with his wife, son and two corgis in Indiana. www.walnutridgerv.com. Read Daniel Plumlee’s full executive profile here..

Source: The Importance Of Evolving Customer Service And Communication Strategies

AdvertSuite is the first and largest software of it’s kind to ensure you run FB ads that make you money rightout the gate– it’s at simple.Need more customers for your or your clients store? Use Advertsuite to see the winning ads for any local business niche in the world in seconds. Search domain, a keyword or a fan page and be shown the winners instantly to replicate for your or your clients business in seconds.

Advertsuite changes the game for those doing ecommerce or wanting to start. Search ALL Fb ads going to any shopify, magento or woocommerce store in seconds to discover the most trending products, engaged audience and funnel to replicate and bank on instantly. Advertsuite allows you to grow your email list FAST by showing you the exact ads, funnels and targeted audience members of ANY advertiser, keyword or domain, allowing you to replicate and grow your email list instantly.

Advertisements

Why Customer Engagement Should Be Every Business’s Top Priority in 2020

1.jpg

Everyone’s talking about customer engagement — but why is it so important, and what does it really mean? How does customer engagement look in action, when you’re a business trying to connect with your customers today?

We already know a lot about the customer journey — how it’s made up of numerous touch points, from search to purchase to post-purchase support. And we know that providing a good customer experience at each of those touch points is critical to building and maintaining a solid reputation for your brand. But customer engagement is often overlooked, even though it’s critical to nudging customers along their journey.

Customer Engagement Impacts Profitability

Customer engagement is about inspiring your customers to interact with your brand and willingly take part in the experiences you’re creating for them. If you do it right, you’ll grow your brand and build customer loyalty — and, in turn, drive revenue.

In fact, there’s a direct and proven correlation between the level of customer engagement and business profitability. A study by Constellation Research reported that companies who improve engagement can increase cross-sell revenue by 22 percent, up-sell revenue by 38 percent and order size by 5 to 85 percent. Reputation.com research backs up these findings —  a high rate of customer engagement increases Reputation Score, and we’ve found direct links between high Scores and revenue in multiple industries, including Automotive and Healthcare.

Today In: Small Business

Despite the immense financial impact engaging with customers can have, some companies are still not doing it.

Case in Point: Retail

In the recently released Retail Reputation Report, data scientists at Reputaiton.com found that most retailers simply don’t respond to reviews — particularly negative ones. Think about the message that sends! I’m a customer who’s had a bad experience with a business, so I do the only constructive thing I can do to express my frustration: I write a review.

Probably like most consumers, I assume the business will care if I have had a negative experience and try to fix it. If they do, they’re better off. If they don’t, I might be left feeling like they simply don’t care what kind of experience I’ve had. Am I likely to buy products from that business again? Well, much less likely, right? And if I do, I’m not going to feel good about it. I may tell my friends I dislike that business, and they’ll probably avoid it in the future, too. Perhaps most importantly, I will almost certainly not say GOOD things about the business to my friends.

When someone takes time to leave a review — good or (especially) bad — it’s the ideal time to engage. We all get this, but surprisingly, the average response rate to negative reviews among leading retailers is just 2 percent. It’s no wonder Amazon is eating away at retailers’ market share, with their frictionless shopping experience and infinite inventory.

Now let’s consider a brand who does a good job of engaging with customers. Nordstrom and Nordstrom Rack scored exceptionally high for engagement, compared to many other retailers (61% and 79% respectively). That’s because they place a premium on delivering exceptional service and ensuring their customers are happy and engaged. And maybe that’s one of the reasons that, while many retailers are struggling to keep their doors open, Nordstrom and Nordstrom Rack are still reporting strong profits.

Investing In Customer Experience Is a Huge Lever for Revenue

The power of engaging and connecting with customers isn’t limited to the B2C world. According to Econsultancy’s Annual Digital Trends report, B2B companies identify customer experience — the product of meaningful customer engagement — as the single most exciting opportunity for 2020.

Temkin Group reports that companies that earn $1 billion annually can earn $775 million more within three years of investing in customer experience with “modest” results. The report found that to be true across industries, with software companies earning the most ($1 billion over three years). Success, effort and emotion, according to the report, were the three factors impacting customer loyalty, and an improvement in emotion increases loyalty more than any other factor. A meaningful customer engagement is the best way to stir up the positive emotions that keep customers coming back.

Take a Walk In Your Customer’s Shoes

So how do you connect with customers on an emotional level and improve customer engagement? Here are a few starting points:

  • Analyze the customer journey. How else can you know what the customer’s experience with your brand or locations is like? Take their journey, and take note of and sticking points or frustrating interactions. Are the emails you’re sending helpful and informative, or intrusive and self-serving? Are your locations easy to get to and welcoming? Is your staff friendly and professional? Do you follow up after customer interactions and respond to reviews? Every one of these customer touchpoints presents an opportunity for engaging with your customers in a mutually beneficial way. Make sure you’re doing that, and if you’re not, it’s time to start.
  • Listen to what customers say about you. Today’s customers are vocal, and it’s easy to find feedback on Google, Facebook, G2 and other review sites. You should also invest in social media management, so you can actively monitor social commentary and reviews as they come in — 42% of customers expect a response within 60 minutes, and a delayed response is almost as bad as no response.
  • Deliver seamless omnichannel experiences. If you analyze the customer journey properly, you’ll find brand interactions occur across many channels — search results, emails, websites, physical locations and even text. Make sure to deliver a consistent and pleasant experience every time you engage with your customer, regardless of channel. One bad or confusing interaction can ruin the opportunity to engage effectively, and could even begin to break down the trust and loyalty you’ve invested in building.
  • Pay attention to all factors that comprise your Reputation Score. Increasingly, brands are turning to Reputation Score as the most accurate measurement of customer experience. It’s more thorough than NPS, because it takes into account all the factors affecting your reputation. A critical component of the score is engagement, as measured by your brand’s performance across every customer touch point. Knowing and monitoring your Reputation Score is an essential step to mastering the art  — and reaping the benefits — of customer engagement.

Don’t Force It

An important thing to remember is you can’t force your customers to engage with you. As HubSpot’s Paul Greenberg said, “Customer engagement is the ongoing interactions between company and customer, offered by the company, chosen by the customer.” The customer decides how to interact and engage — you can only create the opportunities, and ensure that your diligent effort and reputation inspire people to take action.

Follow me on Twitter. Check out my website.

I’m the Founder and Chairman of Reputation.com. I started my business because digital privacy, Big Data and online reputation are issues that impact everyone from individuals to massive corporations. People should be the center of the Internet machine – not cogs in its wheel. More empowerment online, not less, not what we have now. Follow me @michaelfertik.

Source:https://www.forbes.com

3.26K subscribers
Session recording from Industry Preview 2018. Session abstract: Salesforce Marketing Cloud Chief Strategy Officer, Jon Suarez-Davis (“JSD”) keynotes an engaging session drawing upon real life examples from working with some of the world’s biggest brands, shares Salesforce’s vision for the future of marketing, and makes some predictions about what’s coming next.

Cyber Monday 2019 By The Numbers: A Record $9.4 Billion Haul

Topline: With the busy holiday shopping season well under way, Cyber Monday raked in a new record of more than $9 billion in sales, marking the first day in history when consumers spent over $3 billion using their smartphones, the latest report from Adobe Analytics shows.

  • Total sales hit $9.4 billion—up nearly 19% from a $7.9 billion haul last year, according to Adobe Analytics, which measures transactions from a majority of top U.S. online retailers. That’s bigger than both Black Friday ($7.4 billion) and Amazon Prime Day ($4.2 billion last year).
  • As shoppers increasingly move to digital rather than in-person spending, online sales via smartphones grew 46% from last year, accounting for 33% of all Cyber Monday sales in 2019—at a new record of $3 billion, according to Adobe Analytics data.
  • During the peak hour of shopping between 11:00 p.m. ET and midnight, consumers spent $11 million on average every minute, Adobe said.
  • The top-selling products on Monday included Frozen 2 toys, the Nintendo Switch, VR devices, Samsung TVs, LOL Surprise Dolls, Apple laptops, NERF products and video games like Madden 20 and Jedi Fallen Order, Adobe’s report shows.
  • With more competition among retailers than ever, the report also highlights the 41% growth of BOPIS (buy online, pickup in-store) services this year, as shoppers increasingly looked for maximum convenience and time saving.
  • “Customers increasingly have a bigger basket of fulfillment options,” points out Morningstar analyst Zain Akbari, with more large retailers like Walmart and Target increasingly competing to offer cheaper and more efficient pickup or delivery services.

Big number: As of December 3, the holiday season has generated a record $81.5 billion in total online sales so far, Adobe Analytics data shows. Overall holiday spending for 2019 is predicted to hit $143.8 billion, compared with $126 billion last year.

Today In: Money

Crucial quote: “Retailers unlocked sales earlier to combat a shorter shopping season, while continuing to drive up promotion of the big branded days including Black Friday and Cyber Monday,” said John Copeland, head of marketing and consumer insights at Adobe. “Consumers capitalized on deals and ramped up spending, especially on smartphones, where activity increased on days when shoppers were snowed or rained in.”

Tangent: While Cyber Monday saw the best deals on televisions, with average savings of more than 19%, December 27 will be the day with the biggest discounts on electronics (27%), according to Adobe’s findings.

Surprising Fact: U.S. shoppers will on average each spend $637 this holiday season, according to Accenture’s annual Holiday Shopping Survey.

Further Reading: Here’s What Not To Buy On Black Friday, According To Experts (Sergei Klebnikov)

Follow me on Twitter or LinkedIn. Send me a secure tip.

I am a New York—based reporter for Forbes, covering breaking news—with a focus on financial topics. Previously, I’ve reported at Money Magazine, The Villager NYC, and The East Hampton Star. I graduated from the University of St Andrews in 2018, majoring in International Relations and Modern History. Follow me on Twitter @skleb1234 or email me at sklebnikov@forbes.com

Source: Cyber Monday 2019 By The Numbers: A Record $9.4 Billion Haul

6.94M subscribers
Big-box stores including Target and Kohl’s are offering massive discounts on items such as Instapots, Roombas and doorbuster deals online. WATCH THE FULL EPISODES OF ‘WORLD NEWS TONIGHT’: https://bit.ly/2P5Snrx WATCH OTHER FULL EPISODES OF WORLD NEWS TONIGHT: http://abc.go.com/shows/world-news-to… WATCH WORLD NEWS TONIGHT ON HULU: https://hulu.tv/33iKepm #WorldNewsTonight #DavidMuir #CyberMonday #HolidayShopping

 

Why Your Customers Should Be Central To Your Innovation Efforts

There’s a big mistake that a lot of companies make. It’s one that until a few years ago was common in my own organization, and it stems from a worthy goal: to boost innovation. The mistake is adopting what I call the “science fair” mentality: encouraging employees throughout the organization to innovate freely but without much, if any, direct contact with the very customers these innovations are intended for.

Unconstrained innovation sounds exciting, like the sort of thing startups do. But the truth is that successful startups actually don’t do that, because they know that innovation without a framework rarely leads to business success. It does lead to inventions that are impressive and creative, but they ultimately prove impractical or irrelevant for driving business growth.

How, then, can you get employees to innovate products and services that actually improve the performance of your business? The answer is by creating a structure that involves your customers, from an early stage, in your innovation efforts.

Focusing on the customer (for real)

It’s a rare company these days that doesn’t claim to put its customers first. It’s also a rare company that doesn’t do market research. But what is exceptional is a company with a framework to channel innovative energies so that they solve customer pain points and result in a commercial outcome the market will pay for.

Getting employees to innovate products and services that improve the performance of your business requires a structure that involves customers, from an early stage, in your innovation efforts.

Building this framework does not mean stifling creative energies under a heavy layer of bureaucracy. Rather, it means making sure that the innovation responds to customer needs and has the flexibility to evolve as you better understand those needs.

For instance, one of the projects I lead at PwC, the Global Innovation Challenge, could be a model for your organization. Invite employees from around your network, from all disciplines, to submit early-stage, technology-enabled business solutions. But require that before a team can enter the contest, it must include examples of marketplace interest — not just an explanation of how (and how soon) the project will meet specific client needs, but also feedback from potential or actual clients on a prototype or pilot.

Internal incubators are also ways you can create ongoing feedback loops with the marketplace. Multiple customer and third-party interviews and growing signs of market interest are required for a project to receive and keep funding from these groups. As you assess the customers’ feedback, the teams make changes in line with the customers’ needs — and if the market response isn’t promising, you pull the plug.

Four steps to make customers your innovation partners

No part of this process is improvised: Criteria and milestones are critical, including a framework that ensures that the customers are guiding the innovation. To take just one example, before PwC New Ventures, an internal software-as-a-service incubator, releases the first round of funding for a project, it needs to see at least 20 interviews with customers. Indeed, many projects have more than 100 interviews over the development period.

Here are some ideas to get that innovation-guiding framework started:

1. Get specific. It’s not enough to say “talk to customers” or “research the market.” Set specific criteria for the quantity and quality of customer interviews.

2. Set milestones. Even after you’ve made the decision to invest in an innovative project, continue to check not just technical progress, but also customer feedback, on a regular basis.

3. Offer expert guidance. Brilliant technical minds aren’t always brilliant at interacting with customers. Assign a person or team to train technical people on customer outreach, and to do the outreach directly when needed.

4. Set procedures to react. Ensure that the team has the time and the processes to reflect on market feedback and adjust design appropriately. Be ready, if the feedback is poor, to terminate the project and reallocate resources.

What happens when you listen

A team at PwC recently developed a new tool for franchise owners designed to quickly, easily, and digitally market their stores. The team planned to make this digital platform the core feature of a new product.

Following our framework — and our core principle of customer-driven innovation — PwC team members reached out to customers. Listening to the franchise owners, the team learned that one of their top priorities was to support their customers, the franchisees. So the team members went back to work, adding components that the owners could use to help franchisees reach their end-users. The resulting product that was introduced to the marketplace attempted to solve problems for our clients while enabling them to solve problems for their clients.

The result of listening with empathy and emotional intelligence is that you will be able to not just mostly fulfill a customer’s needs but truly fulfill them, which is usually the difference between that customer ultimately buying or not buying your product.

Another big benefit of really listening is stronger customer relationships. After frequent interactions with your design teams to ensure that the final product will meet your customers’ needs, these customers start to view your people as partners and friends. And frequently, customers discover needs — which your new product or service can meet — that they didn’t even know they had.

If your innovation efforts are to truly add value to your business, customer-centricity will have to be more than a motto. It will have to be a framework to turn your customers into your innovation partners. The insights they bring will make all the difference in ensuring that the product not only solves their problems, but also provides an exceptional experience they’ll keep coming back for.

Vicki Huff By: Vicki Huff

Source: Why your customers should be central to your innovation efforts

Related stories

The 10 Most Customer Focused Companies In Asia -Blake Morgan

1.jpg

All over the world customers are king. But it’s especially true in Asia. Customers in Asia are unlike any others in the world. They tend to be more connected to their mobile devices and are eager to spend and connect with brands. Many of the most successful companies are those that are completely focused on their customers. Here are 10 of the most customer-focused companies in Asia. Customers are front and center at Singapore-based DBS Bank. The company has a Customer Experience Council, chaired by the CEO, which proactively anticipates and addresses customer needs……………

 

 

 

Donate us if you like

 

 

5 Powerful Examples Of Social Media Customer Care – Alina Gorbatch

1.jpg

Social media customer care doesn’t sound like something worth an entire article. After all, social media has been with us for a while. We know that customer care is important, we have business pages on multiple platforms, we reply to messages and direct tweets, solve tickets, and gradually forget how to use a phone. What else is there to do? Unfortunately, it turns out that most of us don’t do even that. Social media customer care suffers from a sheer lack of attention. Research shows that brands reply to only 11% of customers…….

Read more: https://www.jeffbullas.com/social-media-customer-care/

 

 

 

Your kindly Donations would be so effective in order to fulfill our future research and endeavors – Thank you

Why Customer Service Is Important To The Success Of Your Business – Salesforce

1.jpeg

Great customer support drives an amazing customer experience, especially when your support team moves beyond just reacting to problems and toward anticipating customers’ problems. When support agents are empowered to go above-and-beyond with customers, or have a help desk solution that makes it easy for them to upsell or cross-sell relevant services, they can create winning experiences that help you stand out from the competition……

Read more: https://www.salesforce.com/products/service-cloud/what-is-customer-service/?d=7010M000000uOnuQAE&ban=US_Pocket&dclid=CLD6rPvTnN4CFQFODAodGZsAwg

 

 

 

Your kindly Donations would be so effective in order to fulfill our future research and endeavors – Thank you

 

Captipic Enhancement – The First Power of Persuasion Personalisation That Brings Real Customers To your Business

You are now able to send personalized images to ANY of your leads, subscribers and customers, either on your website or via email. But, if you’re already impressed with Capticpic, get ready to be WOWED. Let’s face it, as most of us are staring at our various screens for several hours a day, we’ve got used to seeing most standard fonts. We’re even become savvy to the more stylized fonts that mimic handwriting. Imagine the look on your leads, subscribers or customers’ faces when you send them to a link on your website, or you send them an email, and they see a handwritten message, just for them……

Read more: http://sales.captipic.com/oto-1-v1/

Captipic Enhancement – The First Power of Persuasion Personalisation That Brings Real Customers To your Business

Imagine the look on your leads, subscribers or customers’ faces when you send them to a link on your website, or you send them an email, and they see a handwritten message, just for them. This really is on another level. What the Capticpic team are allowing you to do is, not only hand you THE way to grab attention, build engagement and rapport in 2018, they’re future-proofing your marketing campaigns! NO ONE else is doing this online. What you are witnessing here is the future of personalisation. This is what marketers will be doing in 5 years’ time.

The Unity Suite -Our “TUS is” the ultimate way to grow your reach when it comes to the names being captured for the future of your personalisation! Imagine being to tap in as a collective as Captipic harvests ALL users names and allows every Unity member to use it on auto pilot. send personalized images to ANY of your leads, subscribers and customers, either on your website or via email…….

Read more: http://sales.captipic.com/oto-1-v1/

Discover – How To Increase Your Conversions By Getting Your Message Out To 100% Of Your New Leads Instantly

Despite the fact that there are millions of businesses out there begging for what you have already to sell them. Did you know that over 70% of new business leads never even receive a follow up from their approach? That’s real money being left on the table. Discover isn’t just a lead generation too. Becomes a Private Investigator – telling you the holes in your lead’s marketing – so you can immediately jump in with your product or service and offer them the EXACT solution they need and charge them handsomely for it.

Adds all of your new leads to your chosen autoresponder, CRM or webinar platform AND does all of the selling for you, firing off emails automatically whilst you sleep. With Discover, you can contact 100% of your leads EVERY TIME. Without struggling to find the time, without having to be faced with 100 No’s for every Yes And without EVER missing a lead or a sale. Ever Again…..

Read more: https://gojeo.convertri.com/launch

%d bloggers like this:
Skip to toolbar