Archives for January 2020

The Principles Of Good Customer Service

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!

Business Trends That Will Continue To Take Shape In The 2020s

The 2010s saw many business trends begin to take shape. There was an explosive growth in the use of smartphones and great advancements in technology. The rabid use of social media has also transformed the way brands relate to customers.

These business trends have set the 2020s up to be even more consumer-centric. Here are some trends that will continue to take shape this decade.

Voice Shopping & Sonic Branding Will Continue To Take Shape In The 2020s

Voice has been on the rise over the last few years and it shows no signs of slowing down.

“For example, Wal-Mart recently announced a partnership with Google that would allow their shoppers to order products via voice shopping through Google Home, a voice-activated assistant. A similar partnership was also struck between Home Depot and Google, which goes to show that voice shopping is definitely a growing trend to keep an eye on for retailers.” – iperceptions

Sonic branding will become a common term. Many businesses will develop their own sounds or “sonic logos”. This means that consumers will be able to recognize popular brands by their sound alone.

Here are some examples that demonstrate the power and influence of sonic branding.

Virtual Reality (VR) & Augmented Reality (AR) Will Continue To Take Shape In The 2020s

The growth of interest in Virtual Reality (VR) and Augmented Reality (AR) has increased significantly over the last few years.

Here’s a quick run-down of the difference from iperceptions.com:

  • “Virtual Reality is a computer-generated environment that can be viewed and interacted with using a VR-compatible headset.
  • Augmented Reality is the overlaying of computer-generated graphics over real-world environments with the use of a mobile device, like a mobile phone or a tablet.”

Companies have spent the better part of the last decade educating customers about how they can integrate tech into their lives. Now they are going to reap the rewards of this investment.

From online shopping experiences that let you ‘try’ on clothes, to the ability to remotely ‘see’ how furniture fits into your home, the 2020s will see more brands embracing virtual and augmented reality as a way to keep customers satisfied.

Sustainability & Ethical Sourcing Will Continue To Take Shape In The 2020s

Growing trends in ethical sourcing have many believing that 2020 will be the year of sustainable business.

The demand from customers for ethically sourced products has increased. This is largely due to the rise in social media use. It’s no longer just a matter of saving the environment. Sustainable living has also become something of a status symbol.

“For many shoppers… choosing a sustainable product is a personal priority and they want people to know it. It’s called Social Signaling, a theory that we buy certain things because of what they say about us to the people around us.” – Business Insider

As companies try to humanize their brands and come across as more “woke”, they will be making efforts to appear authentic in the eyes of consumers. Whether it’s a sincere effort to live more thoughtfully, or a just marketing ploy, the 2020s will no doubt be a decade where ethical profits become an even greater priority.

Personalization Will Continue To Take Shape In The 2020s

Overall personalization will continue to dominate in the 2020s. Learning algorithms are already getting better at recognizing what customer attributes they should focus on.

“The first stage of the digital shopping revolution saved consumers time and money by letting them buy things they already wanted without having to go to a traditional retail store. A major part of the second stage will likely be a dramatic refinement of technologies that tailor recommendations and then scour the internet for the best deal.” – Harvard Business Review

These new customer experiences will bring new challenges. The businesses that thrive in the 2020s will be the ones to solve them.

“The phrase ‘customer experience’ gets a lot more play than it did in the business world in the past… Customers crave personalized, frictionless experiences and companies are sprinting to deliver them.” – Forbes

These trends are being shaped by the customer. Increased consumer demand, paired with emerging technology will continue to shape trends this decade.

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!

How To Connect To Customers With Your Brand

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!

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Meetings Suck: Turning One Of The Most Loathed Elements Of Business Into One Of The Most Valuable

We all know that meetings suck, right?

You hear it all the time. It’s the one thing that almost everyone in business can agree on.

Except it’s not actually true… 

Meetings don’t suck.

We just suck at running meetings.   

When done right, meetings not only work, they make people and companies better.

In Meetings Suck, world renowned business expert and growth guru Cameron Herold teaches you how to use focused, time effective meetings to help you and your company soar.

This book shows you immediately actionable, step-by-step systems that ensure that you and everyone in your organization improves your meetings, right away.

In the process, you’ll turn meetings that suck into meetings that work. 

In life, we always hear about people who’ve made huge decisions from their gut – without data.Today, I want you to make a decision, not only from your gut, but also from some data.  A decision that is only $12 per employee but will be priceless for your business.

Right now, your gut is telling you something is wrong with your company’s meetings.  You KNOW everyone complains about meetings.

People HATE going to them, they HATE running them, and they really have NO idea which meetings are truly necessary but they hold meetings simply because they think that is what they SHOULD do.

Even some of the smartest CEOs in the world complain about meetings – Elon Musk publicly told employees at Tesla & SpaceX to walk out of meetings if they weren’t being run properly.

I sent Elon a message saying that wasn’t going to fix anything – the key is to fix the root of the problem – NOT continue to ignore why meetings suck.

A Meeting is – Any phone call, video call or occasion where 2 or more people meet to discuss or work-through office topics.

Most employees on average spend 1-2 hours per day in meetings.

And likely, none of those employees – front-line staff or leaders – have had any training on how to attend meetings or participate in them, LET ALONE How to RUN THEM.

Consider this…

If the Average employee spends just 1 Hour per day in meetings – that’s 1/8th of their time.

If the Average employee earns $50,000 per year.

And they’re spending 1/8th of their time in meetings, that means you’re paying $6,250 dollars per year for just ONE employee to attend meetings.

The reality is, employees spend 1/8th of their time – and 1/8th of your company’s payroll – doing something they have literally NO idea how to do.

The Reality is…

95% of employees are booking & leading meetings – and they have NEVER been trained on how to run them.

95% of employees have had NO training on how to show up and participate in the meetings they attend daily.

And 95% of employees and companies have no idea what meetings are even necessary to hold.

Meetings CAN be hugely effective – IF you know how to run them

Meetings don’t SUCK, we just SUCK at running meetings. 

Investing $15 per employee – to help ensure the $50,000 a year you spend on them is an obvious and easy choice.

This could be the most impactful $15 you’ll ever spend and will save the company’s money, time and resources instantly.

Buying a copy of Meetings Suck for 100% of your employees and having them read it this month will have a huge impact on your company’s success.

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Free PR: How To Get Chased By The Press Without Hiring A PR Firm

Public relations has always been an essential part of doing business which is probably why you’re shelling out big money to an outside PR firm. But the truth is that you don’t need them. You already have all the necessary tools in-house to do as good a job as the so-called experts. 

Cameron Herold and Adrian Salamunovic have taught thousands of company execs how to exploit free media coverage and ditch these expensive, often ineffective outsiders. 

Cameron & Adrian have also built in-house PR teams, spent decades learning how to generate Free PR and how to leverage public relations to complement their sales and marketing strategy. 

In Free PR, you’ll learn how the media world operates while you gain invaluable insider knowledge and actionable advice on how to: 

  • Build your own in-house PR team
  • Provide effective interviews
  • Score great media coverage for free with just a few easy steps 

Landing public relations coverage for yourself and your company is a powerful tool to help elevate your personal brand. PR is easier to generate than marketing, PR is easier to leverage than marketing and PR is more cost effective than marketing. In other words, Public Relations is more critical than ever in growing your brand and your business. 

You’ve got more passion, commitment, a larger stake, and a deeper understanding of your business than any outside PR firm could ever have. So stop wasting money and take the reins yourself.  Learn the secrets to landing TONS of Free PR for your company.

What they’re saying:

“I think PR is the core for promoting any business. Public relations acquires customers! That’s what’s cool about this book.”

– Kevin O’Leary,  Shark on ABC’s Shark Tank

“The ultimate guidebook for those looking to get press, grow their brand, and get in front of the masses. Free PR is the roadmap you’ve been looking for.”

– Peter Shankman, Founder, Help a Reporter Out (HARO)

“Adrian and Cameron will show you the secrets of getting massive exposure for your business. This book is packed with actionable insights from two guys that actually know how to to do it.”

– Dan Martell,  Serial Entrepreneur & Investor (Intercom.io, Unbounce)

“I told Cameron to write the book on generating free PR. I’m excited to see that he’s finally sharing his secrets with the world. This is a must read for any entrepreneurial company and marketing team.”

– Verne Harnish, Founder of Entrepreneurs’ Organization (EO) and author of Scaling Up (Rockefeller Habits 2.0)

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Vivid Vision: A Remarkable Tool For Aligning Your Business Around a Shared Vision of the Future

Many corporations have slick, flashy mission statements that ultimately do little to motivate employees and less to impress customers, investors, and partners. 

But there is a way to share your excitement for the future of your company in a clear, compelling, and powerful way and entrepreneur and business growth expert Cameron Herold can show you how. 

Vivid Vision is a revolutionary tool that will help owners, CEOs, and senior managers create inspirational, detailed, and actionable three-year mission statements for their companies. In this easy-to-follow guide, Herold walks organization leaders through the simple steps to creating their own Vivid Vision, from brainstorming to sharing the ideas to using the document to drive progress in the years to come. 

By focusing on mapping out how you see your company looking and feeling in every category of business, without getting bogged down by data and numbers or how it will happen, Vivid Vision creates a holistic road map to success that will get all of your teammates passionate about the big picture. 

Your company is your dream, one that you want to share with your staff, clients, and stakeholders. Vivid Vision is the tool you need to make that dream a reality.

miracle-morning

The Miracle Morning for
Entrepreneurs: Elevate Your SELF to
Elevate Your BUSINESS

READY FOR EXPLOSIVE GROWTH AS AN ENTREPRENEUR AND ACCELERATED SUCCESS IN THE REST OF YOUR LIFE?

A step-by-step guide to enjoying the roller-coaster ride of growth — while getting the most out of life as an entrepreneur. A growth-focused approach: The book is divided into three sections, which cover planning for fast growth, building a company for fast growth, and leading for fast growth. Each topic the author covers — from creating a vision for the company’s future to learning how to generate free PR for a developing company — is squarely focused on the end goal: doubling the size of the entrepreneur’s company in three years or less. A down-to-earth action plan: Herold’s experienced-based advice never gets bogged down in generalities or theory. Instead, he offers a wealth of practical tips, including: How to design meetings for maximum efficiency; How to hire top-quality talent; How to grow in particularly tough markets; How to put together a board of advisors — even for a smaller company; How even the busy entrepreneur can achieve a work/life balance.

READY FOR EXPLOSIVE GROWTH AS AN ENTREPRENEUR AND ACCELERATED SUCCESS IN THE REST OF YOUR LIFE?

Hal Elrod’sThe Miracle Morning has helped redefine the mornings and the lives of millions of readers since 2012. Since then, careers have been launched, goals have been met, and dreams have been realized, all through the power of the Miracle Morning’s six Life S.A.V.E.R.S.

THESE SIX DAILY PRACTICES WILL FUEL YOUR EFFORTS TO CREATE AND SUSTAIN POSITIVE CHANGE IN YOUR LIFE.

Now The Miracle Morning for Entrepreneurs brings you these principles in a whole new light—alongside the Entrepreneurial Elevation Principles and the Entrepreneur’s Elevation Skills. These are essential skills that you need to create a successful business and personal life. Cameron Herold— Bestselling Author and a widely-respected expert on entrepreneurial mindset—brings his wisdom and insight to you using Hal Elrod’s powerful Miracle Morning framework.

DEVELOP A VISION FOR YOUR BUSINESS, AND BECOME THE INFLUENTIAL AND INSPIRING LEADER YOU WERE ALWAYS MEANT TO BE.

The principles and skills you’ll find in this book will help you to channel your passion and achieve balance in a remarkable new way. – Learn why mornings matter more than you think – Learn how to master your own self-leadership and accelerate your personal development – Learn how to manage your energy—physical, mental, and emotional – Learn how to implement Hal Elrod’s invaluable Life S.A.V.E.R.S. in your daily routine – And much more… You’re already an entrepreneur. Now discover how to take your success to the next level by first taking yourself to the next level. The Miracle Morning for Entrepreneurs is your roadmap to masterfully building an empire with a powerful vision, utilizing your areas of personal genius, with the right team at your side.

Start giving your business and your life the very best opportunities for success, right now.

A step-by-step guide to enjoying the roller-coaster ride of growth — while getting the most out of life as an entrepreneur. A growth-focused approach: The book is divided into three sections, which cover planning for fast growth, building a company for fast growth, and leading for fast growth. Each topic the author covers — from creating a vision for the company’s future to learning how to generate free PR for a developing company — is squarely focused on the end goal: doubling the size of the entrepreneur’s company in three years or less. A down-to-earth action plan: Herold’s experienced-based advice never gets bogged down in generalities or theory. Instead, he offers a wealth of practical tips, including: How to design meetings for maximum efficiency; How to hire top-quality talent; How to grow in particularly tough markets; How to put together a board of advisors — even for a smaller company; How even the busy entrepreneur can achieve a work/life balance.