There are those who still believe that the Internet has taken all the ‘friendly’ out of today’s commerce, but for the most part they would be wrong. In fact, because everything is more accessible (sharing, reviews, product descriptions, company backgrounds and even BBB ratings) the web has enabled much more communication between customers and the businesses that serve them.
It really comes down to a matter of choices: the ways in which you reach out to consumers and how they decide to provide feedback. Therein lies the rub. If your customer perceives your online presence as unapproachable and resistant to their issues, easily posted bad reviews may very well interfere with your enterprise. >>>
The automotive body repair shop is typically a dusty, smelly, male-dominated facility. Since the beginning of time this industry has been labeled as untrustworthy, legitimizing the status quo of caveat emptor.
Only recently have shops been trying to revolutionize the trade by offering clean facilities, wi-fi, coffee and play areas for kids. Some, like Toronto-based Hilary Ann started a crowdfunding campaign and subsequently launched an all-female auto body shop, Ink & Iron Automotive. Her business got every auto body shop in the city curious and talking about the changes it would bring. In other words, a single business can raise the expectation bar and disrupt the entire industry – forcing others to either adapt to new conditions or see demise.
Feedback is necessary for a variety of reasons. Not only does it allow you to gauge how you’re perceived by your customers, but it also helps new customers find you. You may have heard that people are more inclined to complain about a negative experience than share a positive one, and that’s absolutely true. If you want to encourage people to share their positive experience, automation with a little positive incentive will go a long way. >>>
It goes without saying that today’s gigantic Twitter and Facebook user base makes brands more accessible than ever. Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons:
Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives.
Your brand is already online (whether you like it or not) and ignoring social media can be detrimental to your success as a company.
Instead of talking about what businesses should or shouldn’t do, let’s examine what social media does to customers and their expectations. Technology has changed to the point that a customer can learn anything they want about a product (or brand) on their own, before they even speak to a company representative. With all this power comes great responsibility, so here’s my reasons for using social media for customer support (I encourage brands to take notice): >>>
Complaining customers are, unfortunately, an inevitable fact of business life. The way you respond to and handle their complaints will determine whether your customers share on social media how terrible your company is or will remain happily loyal to your brand. Today social media channels are used not only for chatting with friends, they have also become a powerful source of sharing experiences and complaining about products or services. However, it would seem that businesses are somewhat lagging behind with their customer service “responsibilities” online. Because of this, customers are becoming confused, frustrated and, perhaps most significantly, impatient. Customers will no longer bear with unresponsive or unsatisfactory customer service online. They will look elsewhere and share their damaging reviews on your dealings with them. This in return will undoubtedly taint your business and ultimately lead to a major loss in profit. >>>
Many businesses lose their past clients to their competitors because they fail to keep in touch with them. Sure, automated company greeting cards are nice, but they do not exactly show your devotion or have much of an impact on the client.
Past clients are useful assets and can come in handy for a repeat business. There are only so many new customers that you can bring in your business, and hence past clients matter a lot to your bottom-line. Everybody knows how hard it is to please a new client vs. an old one so you might as well try remaining a little bit friendly with them for the sake of your business. This will not only enhance your reputation among other clients but will also help you generate more customers as past clients have a way of recommending brands and businesses to the people they know.
Here’s how you can keep in touch with people and companies that once did business with you: >>>
What happens when our customers complain? First of all we receive information about various issues and have an ability to improve and make our customers happy. When our customers complain they tell us what exactly is wrong and help to make our products and services better. This way companies should not be under the assumption that less complaining is better for their business. This infographic tells us about 5 most popular among businesses myths and delusions about customers’ complaints. >>>
It’s no secret that encountering angry, hysterical, upset, and confused customers is an occupational hazard of working at a call center. Experienced agents often develop a diplomatic approach that honors the customer’s perspective while simultaneously protecting themselves from verbal abuse. Though, as the title of this article suggests, there are some magic words and tactful expressions, it’s also important to acknowledge that equally important are a call center agent’s overall attitude, respectfulness, and sincerity. >>>
How do you create your company’s brand identity? Marketing campaigns? Nifty logo designs and catchy slogans?
How about using your employees?
And this doesn’t just mean the person designing your next advertisement. All of your employees — from the customer service representatives who take phone calls to the salespeople who woo clients — are shaping your brand identity every day.
Living the Brand
Your brand, after all, is more than just the product you sell. It’s also the values that guide your company and the culture that characterizes your organization. All these things together shape the image that you present to customers and the rest of the public. >>>
Instagram. Pinterest. Tumblr. Three social media platforms that are frequently left out of business’ social strategy; mostly because they aren’t always sure what to do with them.
Due to their heavily visual nature and potentially niche audiences, Instagram, Pinterest and Tumblr can seem daunting, but it doesn’t have to be that way. Virgin Mobile, for example, are avid users of all of these platforms, tying them together via its custom entertainment hub named VirginMobileFeed which delivers relevant content to the brand’s main audience.
Read on to see how these hugely powerful platforms can open the door to bigger customer engagement for your brand. >>>