Modern customers are becoming more and more demanding to brands. We cannot ignore the fact that 84% of millennials don’t trust traditional advertising. Old methods to reach customers no longer work as they had worked before. Together with personal selling, advertising, and sales promotion marketers need to offer creative content and run YouTube channel as well as promote their brands on Instagram.
In my today’s blog post I decided to describe eight ways that will help you to reach more customers. However, at first I would like to offer an infographic with statistics that will make you rethink your social customer engagement strategy: >>>
When morale is low in your office, you may find that productivity levels take a nosedive, profitability tumbles and turnover increases. Each of these factors can be a detriment to your business, and the unfortunate reality is that managers and business owners must make a regular effort to keep morale high for the benefit of the company. Simply addressing this issue once and walking away from it or intermittently focusing on morale is not enough. One of your top goals should be to keep your team motivated and engaged throughout the year, and you can easily employ some of these great tips to achieve the results you desire.
Let Them Know What to Expect
It is easy for workers to feel as though they are spinning their wheels and getting nowhere fast. They may feel as though they put in a hard day’s work regularly and that they are not achieving anything from their efforts. Some may even feel as though their professional lives are pointless. As a manager or business owner, you need to tell your employees what the company’s goals are. >>>
The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers. – Sybil F. Stershic
Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. Their employees are obviously passionate about their work and are willing to go the extra mile to help customers.
“Employee engagement is the emotional commitment the employee has to the organization and its goals. This emotional commitment means engaged employees actually care about their work and their company. They don’t work just for a paycheck, or just for the next promotion, but work on behalf of the organization’s goals.” – Kevin Kruse – NY Times Bestselling Author, Keynote Speaker
When employees are engaged, they truly care about customers, deliver better service and brand advocacy, and they are less likely to leave their jobs. While organizations enjoy better employee productivity and increased revenue: >>>
Customer service team success is most significantly influenced by service-focused culture that starts at the top and works its way throughout the company. In today’s highly competitive marketplace, the most popular businesses attribute a large part of their success to having a customer service mindset that has the power to build a strong brand image and product differentiation.
To develop and cultivate that mindset, every company needs to put effort into refined hiring process, constant employee training and growing leaders who will set the tone for other team members to follow. Here on our blog, we’ve highlighted many ways you can enhance customer service agent hiring process and training. In one of my previous articles, I have also touched on the topic of Servant Leadership in customer service.
Today in this blog post, I would like to delve into another couple of points related to leadership in customer service and put together some inspiring food for thought. >>>
Good quality customer service is the best interest for both companies and their customers today. In the markets overflowing with similar products, offering a special memorable service is a foremost way to stand out from the crowd. However, do customers really need service to be special and tricky or do they want their basic needs to be met?
Research shows that the views that companies and their customers have on customer service differ significantly. While 80% of businesses believe they provide excellent customer service, only 8% of customers believe they are actually receiving excellent service.
2017 Customer Service Benchmark Report by SuperOffice proves that the things which companies fail to do in order to meet customer expectations for a good customer service remain quite obvious and basic. However, the number of companies which fail to fulfill the simplest requirements is very impressive. >>>
One customer can change the fate or course of your business forever. Just take a look at the United Airlines incident. We’ve all heard and saw it. It was very disturbing and we just can’t help but get angry and despise United Airlines. I won’t share the facts and other information anymore since I assume that you’ve already read a lot of articles and watched a number of YouTube videos about it.
So instead here are two lessons we can all learn from this incident:
1. Social media can make or break your business
This goes for all – whether you own a small or big business – social media can make a big impact on your business.
What does this mean to you? Everybody is on social media, if you do something good, it may be shared to the whole world. If you do something horrible, it may also get shared to the whole world. >>>
No business can afford to be a customer service laggard. NewVoiceMedia survey results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. Forrester data shows that 72% of businesses say that improving the customer experience is their top priority.
Customer service trends topic is one of the most discussed today. Every year customer service experts publish their lists of trends, share their predictions and provide useful tips for improving your company’s customer service experience. In our blog we also published series of articles on this topic. Following those posts I would like to discuss three important customer service trends. >>>
What, truly, is happiness? Is it the central purpose of human life? A mere byproduct of luck? Is it a psychological state, or a positive evaluation of being?
For businesses, the answer to all of the above questions is, of course, who cares. The only definition of happiness that matters is the one that applies to customers, and a happy customer is one that’s loyal, that keeps coming back for repeat purchases, and one that recommends you to family, friends and social media followers. A happy customer is one that represents excellent customer lifetime value, and happy customers as a group represent a big impact on your bottom line.
According to a Gartner Group study, 80% of a company’s future revenue comes from a mere 20% of existing customers. Furthermore, it reportedly costs six to seven times more to attract a new customer than to keep an existing one. The way to amass these all-important happy customers, then, is to focus on customer retention by improving your customer service. Here are few tips you might just want to consider: >>>
There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry. In fact, according to Gartner, by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. Is your business still lagging behind the trend?
There are many reasons why offering chat support might be a valuable customer service strategy. One of the most compelling arguments is that customers have come to expect it and they absolutely love it. The SalesForce research found that 64% of consumers expect companies to respond and interact with them in real-time, while 80% of business buyers expect the same.
People aren’t just using live chat, they’re actually getting more satisfaction out of it than from any other support channel. As stated in the Zopim survey, 94% customers proactively invited to chat were somewhat or very satisfied with their live chat experience. >>>
“Dispirited, unmotivated, unappreciated workers cannot compete in a highly competitive world.” – Francis Hesselbein
A company’s employees are often referred to as its most valuable assets. If you have clicked through to this post, most likely you are a business owner or a customer service manager, already well aware of the importance of keeping your employees engaged and motivated. Many of us realize that it’s critical to enable employees to reach their fullest potential, and leverage their skills and talents in the best company’s interest.
According to ACCOR Services, 90% of business leaders think an engagement strategy has an impact on business success, but barely 25% of them have a strategy. >>>