If You’re Branding Yourself As Customer Friendly, Be Customer Friendly!

On May 7th, 2013, wrote:

Roughly 83 percent of online shoppers expect some level of support during the shopping process, according to a 2013 report by LivePerson. Whether you’re an online retailer or a B2B marketing company, you have people who purchase and use your product or service regularly, and at some point, they’re going to need your help. And they’re going to need it now! How you reach out to these customers in their hour of need, makes all the difference. Your customer service efforts can make or break your brand. It’s all about understanding your customers’ needs and doing everything in your power to meet them. Needless to say, your company needs to have excellent customer service in order to be able to meet the needs of such circumstances. The good news is that technology has changed the customer service landscape, so you can personalize the experience. Here are four tools to help keep customers engaged with your brand. Customer Relationship Management (CRM) – Read the full article

How Customer’s Overall Satisfaction Matters At Your Business

On March 26th, 2013, wrote:

Most business owners launch their company with the mindset of delivering a high quality product or service that generates a good turnover and satisfies the customer. What many businesses fail to realize is the importance of customer satisfaction. It’s more than just a warm fuzzy feeling; it’s about ensuring that your customers return to your business again and again. This gets business owners asking what seem like relatively simple questions: What is customer satisfaction? How can customer satisfaction be measured? How can customer satisfaction be used to improve my bottom line? In this article, we will explore each of these questions, helping you to understand what customer satisfaction is, how you can accurately measure it and how you can use customer feedback to make important decision and changes to your business. What is Customer Satisfaction? Customer satisfaction is not something that can be dictated to a customer or sold by a business. It is something that only the customer can – Read the full article

Communication Lessons From A Coffee Giant

On March 13th, 2013, wrote:

Ubiquitous coffee retailer Starbucks is now operating in 60 countries and has more than 18,000 retail store locations. Looking at those statistics, you might be perplexed as to why Starbucks even bothers with things like improving presence on social media given their existing enormous customer base. Actually, the company has proven that it’s not only willing to embrace social media, but also recognizes the techniques necessary to stimulate communication among their target audience. Keep reading to discover some of the tactics the company uses, and why they’re so effective. The Power of Sharing Starbucks recognizes that it’s harder for messages to spread without help. If you’ve ever logged onto Facebook and noticed a graphic, link or video that thousands of people have shared, you probably felt compelled to check it out yourself, even if it was an unconscious reaction. To stimulate visibility beyond the online realm, Starbucks rang in the holiday season by offering a “buy one get one” promotion – Read the full article

Are You Effectively Communicating Value To Your Customers?

On November 22nd, 2012, wrote:

Value comes in many forms; it can mean competitive prices, quality guarantees or even something as simple as good ratings from third parties such as ‘Trust Pilot’. A good value proposition effectively communicates to customers why they should choose to use you instead of a competitor, and if you aren’t communicating this point quickly and clearly, there’s a very good chance you could be losing a large portion of your potential conversions. To begin to understand exactly what you should be saying to your customers, start by asking yourself that very question. “Why should prospects choose me instead of my competition?” If you already have a good answer to this question, then you’re half way there, but that is unlikely. You must be able to offer something others cannot, whether that is certifications from authorities in your industry, unbeatable low prices or testimonials from “97/100 satisfied customers”. If you excel in one aspect of value, you can make a claim. – Read the full article