Archives for January 2020

Good customer service sets your company apart from the competition.

“Customer service done right has the power to increase brand loyalty, customer advocacy, and increased revenue. 86% of customers say that they would pay more for better customer experience.” – SupportBench

Here are some of the key principles you need to know.

Empower Your Representatives

Representatives who are empowered have the confidence to deal with issues on their own.

“A non-empowered employee needs to escalate the issue to her managers. An empowered employee, on the other hand, can make the judgment call herself — which drastically reduces costs.” – Userlike

Representatives are often taking responsibility on behalf of the company they work for. Provide your reps with the tools and knowledge they need to handle common issues that might arise.

While the individual rep might not have caused the issue, they need to be able to solve it and appease the customer. “A good starting point or target to set for your team is to aim to never hear the words, ‘I need to speak with a manager’.” – PaySimple

Provide Good Customer Service By Practicing Empathy

Emotional intelligence is key when it comes to customer service and empathy is one of the most important soft skills representatives can have.

“In today’s often impersonal world, empathy has become a competitive advantage. A company cannot be successful with a culture of apathy. Your service agents, especially, must master the lost art of empathy to deliver effective customer service.” – Sales Force

Agents must be able to put themselves in the shoes of the customer. No one likes being on a customer service call, so it helps to acknowledge the natural frustration a customer might be feeling.

“In customer service, empathy is the ability to affirm a customer’s feelings and indicate that you can understand their pain or frustration, even if you cannot fix it.” – Study.com

Customer Service Should Go Above & Beyond

Representatives should aim to go above and beyond the call of duty.

“With the rise in the popularity of customer reviews and word-of-mouth, great service is a way to grow your business by attracting new customers — and, conversely, can be a way to lose new customers if your service isn’t up to par.” – Hubspot

Beyond selling a good product or service, customer care should focus on making sure customers really feel seen and heard. While solving the initial concern is of utmost importance, exceeding expectations will help your company stand out and create a lasting impression.

Provide Excellent Service Through Speed & Accuracy

The practical aspects of customer service should never be ignored. Above all else, your representatives must be prompt and accurate.

“Besides being fast, your service answers should, obviously, be correct… it won’t raise customer satisfaction, but inaccuracy definitely causes dissatisfaction.” – Userlike

Excellent customer service should never waste the customer’s or the company’s time. Track the response times of the most common issues and aim to improve efficiency.

“Great customer service has the potential to convince your existing customers to stay and even refer their family and friends, expanding your customer base.” – SupportBench

The companies with the best track records always put their customers first. By identifying and planning for common customer pain-points, you ensure your team is always ready to provide the best service possible.

Keep these principles in mind and both your customers and your company will benefit!

If you have questions or would like more information, I’d be happy to help. Please send an email and my team will get in touch with you!

As markets become increasingly oversaturated, strong branding is the best chance that companies have to set themselves apart.

In order to connect to customers, brands must be authentic, innovative and social media savvy. Here are some ways to connect with your customers and reach them on a personal level.

Connect To Customers By Telling Them A Story 

Humans are natural-born storytellers, so one of the easiest ways to connect with customers is by telling them a story.

“The best branding campaigns are rooted in great storytelling. Apple became the king of consumer electronics through captivating stories. Steve Jobs gave legendary presentations and a brilliant marketing campaign made the customer the star of Apple’s story.”  – Inc.com

Share stories about your customers, your employees and your company’s origins. Craft thoughtful and personal narratives about your brand in order to connect with the emotions of your customers.

Connect To Customers Through Social Media Marketing

Social media is a great place to share your story. You can also use it to reach like-minded influencers in your niche.

“Consumers are skeptical when it comes to most branded messaging directly from a company. They do, however, trust other people. In fact, 85% of customers trust reviews from other people just as much as they would a recommendation coming from someone they know personally.” – Business 2 Community

Gaining social “proof” will help you gain more customer trust. Partner with those who share your values in clever, mutually beneficial ways. Run contests, support influencer projects and highlight your willingness to collaborate.

Branding on social media is all about reaching your customers where they are. By leveraging the power of social media, you can humanize your brand online and build trust with your customers.

Connect To Customers By Being Authentic 

Despite some popular belief, you don’t need to appear perfect in order to be a successful brand. In fact, customers actually prefer it when you’re more “real”.

“Americans are tired of feeling ripped off or lied to by large, faceless corporations. By purchasing from an authentic brand, they feel they are expressing their own values about what’s important in life. In fact, 63 percent of consumers say they’re more likely to buy from a company they perceive as authentic.” – Score.org

Brands like Dove and Patagonia are great examples of companies that are using authentic messaging to connect with consumers.

By aligning themselves with worthwhile causes and showcasing authentic emotion, brands can gain customer trust and loyalty on a deeper level.

Connect To Customers By Taking Feedback Seriously 

Customer feedback is an awesome source of inspiration when trying to connect more deeply with your customers.

You often don’t have to guess what your customers want since they are already telling you. Through reviews, feedback and online engagement, you can gain insight into what your customers will respond to.

Listen to what your customers are saying and take cues from them – “make feedback an opportunity for conversation.” – Business 2 Community

Connect To Customers By Providing Good Customer Service 

Good customer service is one of the leading reasons why customers choose to support a brand.

According to an American Express Survey, “78% of consumers have bailed on a transaction or not made an intended purchase because of poor service experience.”

Genuinely connecting with your customers is the best way to set yourself apart. By building relationships and taking your customer seriously, you will stand out in a sea of mediocre products and services.

Remember, in an oversaturated market, it’s not about what you sell, it’s about how you sell it. Focus on using your brand in order to connect with customers in a more meaningful way!

If you have questions or would like more information, I’d be happy to help. Please send an email, and my team will get in touch with you!