The business world is booming across the globe and America is leading the way with 30 million registered small businesses in operation across the country.
Why is business so hot right now? Because the economy is on fire.
Consumer confidence is up, unemployment is down, and people are spending money. All of that means tremendous opportunity for business owners who are willing to throw their products and services into the fray.
Just because opportunity is out there though doesn’t mean that cashing in on it is easy. With all of the competition, it can be hard to attract and retain customers.
One of the best ways to cut through your market’s clutter is to have outstanding customer service. Therein lies the aim of this article.
We want to teach you how to improve customer service within your organization so you can boost consumer retention and create brand evangelists!
1. Don’t Aim for the Lowest Common Denominator
You may be surprised to hear this, but when it comes to how to improve customer service, for most organizations it’s not about building policies around offering outstanding consumer experiences. It’s about building policies around competition.
That’s a horrendous way to approach your customer service philosophy.
Having good customer service doesn’t mean offering the average of what everybody else is offering. It means taking the time to dig into the consumer experience and ask yourself what it is your customers want.
Once you have an answer to that question, even if the resulting directives put you ahead of what’s expected per industry standards, implement them.
Be a trailblazer when it comes to your customer service experience. Be consumer-centric. Don’t be a copycat.
2. People Want Their Issues Solved… Period
A lot of people mistake offering good customer service as being over the top. You hear stories all the time of companies sending people pizzas or giving them $1000 worth of products because they experienced a simple shipping snag with a product.
That’s not where your team’s head should be at.
Doing outlandish things for customers isn’t scalable and it isn’t what’s going to put your business on the map as one that’s noted for outstanding customer service.
What’s going to move the needle for you systematically is simply being able to solve people’s problems, fast.
Focus on what consumers need, not on what they don’t.
3. Get Customers In Front of a Person Immediately
There is nothing more frustrating than arguing with robots on the phone. Do not subject your customers to that experience.
Only have them interfacing with robots for the most necessary reasons and get them to an operator, ASAP.
4. Make Customer Service a Priority
Answering the question of how to improve customer service isn’t something that can be done by making it the keynote in a meeting, coming away with some bullet-point directives, and revisiting the issue in a year.
Good customer service takes being made a priority.
Remember, people are willing to pay more for products and services if they know they’re going to get good service.
Because of that, you don’t want to look at customer service attention as something that’s going to drain your resources. You’ll want to look at it as a financial investment!
5. Find Opportunity in Negative Feedback
If you’re annoyed whenever you see a 1-star review come in on Google, Facebook or Yelp, don’t be. There is a lot of opportunity that can come from bad reviews.
For starters, your bad reviews may reveal places where you can make improvements to your business. That insight is extremely valuable.
Second, when you respond to negative (and sometimes irate) reviews with professionalism and tact, you show onlookers that they can trust you.
That will translate into more level-headed customers taking the leap and doing business with you.
You can read more here about the opportunity that exists in angry customers.
6. Survey Customers
Feedback is essential to successfully navigating all of your “how to improve customer service” concerns. Don’t be afraid to ask people for it.
When a customer service call or chat is over, ask people if they’ll take a quick survey. After a call, send a follow-up email to customers asking for their feedback.
Whatever you can do to get people’s honest perspective on how your team is performing is well worth any time and investment it takes to get those features in place.
7. Have Self-Help Resources, but Don’t Make Contact Impossible
Having an FAQ document on your website is a great way to answer consumer’s simple questions without tying up your phone lines. They are not an excuse to not let people contact you though.
So many companies hide their contact information behind pages and pages of tutorials and FAQ’s when all customers want to do is speak to someone.
If your customers don’t want to read, don’t make them. Always give people the option to reach out to someone on your support team.
8. Never Tolerate Unprofessional Behavior From Your Team
We appreciate that irate customers can be difficult to deal with and that some of those customers may not be worth the money they bring to your company. Still, there is no reason for your customer support team to stoop to customer’s bad behavior.
If you’re noticing your staff firing back at rude customers in a way that is unprofessional, reprimand them. If the behavior continues, re-train them. If it persists, let them go.
As a business, you’re held to a higher standard than your customers. If you or your team doesn’t believe that, you have no business competing in today’s market.
Wrapping Up Ideas on How to Improve Customer Service for Your Business
We’ve just shared with you 8 outstanding ideas on how to improve customer service for your business. Our recommendation is to implement as many of our suggestions as possible as quickly as possible.
If you do, you’ll notice the benefits almost immediately.
For more of the best business advice you can find online, check our additional content on Blogging Tips!
Avoid this Blogging Wake Up Call to Enjoy the Journey
Blogging need not be a lesson in harsh wake up calls. You can and will largely enjoy the journey by knowing this: success finds generous bloggers. Let that idea firmly impress onto your mind. Be with it. Allow the idea to worm its way into your consciousness until being generous becomes part of your being. Helping people for free boosts your skills and increases your exposure. Skilled bloggers with massive exposure become successful.
But one wake up call seems to find most bloggers who refuse to learn this lesson. Bloggers need to struggle, fail and suffer because they try to get money and traffic by focusing solely on receiving methods, versus giving generously of their time and talents. Imagine this scenario; a blogger writes and publishes one blog post weekly. Cool. But the blogger sits around and does nothing else blogging-wise for the remainder of the week. Hmmmm…this is not being generous, guys. This is being stingy. Bad move. At week’s end, the blogger did not make a penny of profits. Panicking, the blogger immediately analyzes their various income streams. How can they maximize profits through the streams? What is wrong with their income streams? Did they pick the right streams? Or did they pick the wrong streams? What gives?
Struggling bloggers then spend 2, 3 or 5 hours analyzing their income streams, focusing all of their attention and energy on the GETTING aspect of their blogging campaign. Terrible idea. Why? The reason why you struggle to get is because you refuse to give generously of your time, energy and talents. The income streams? Nope; not a problem. Your lack of generosity is the problem. The wake up call is most bloggers focus heavily on getting when struggling to drive traffic and profits when they should be focused heavily on giving generously. Giving generously leads to greater blogging profits. Instead of writing and publishing one blog post weekly, how about writing and publishing 2-3 posts weekly, weaving some stories into your blog posts? How about you spend 4-8 hours daily generously reading blog posts, commenting genuinely on blog posts, promoting other bloggers and yes, promoting yourself, too?
Put in the giving time to make getting easier and easier. No need to slam into the cold, hard wake up call of focusing selfishly inward, trying to pin your struggles on inanimate, lifeless income streams. You have a giving problem, buddy. Time to be generous. Time to step it up. Write a guest post daily or perhaps, every 2-3 days. Go ahead. Do it. Begin video marketing. Build bonds with bloggers. Help them out. Practice writing. Gain invites to guest post on blogs from your niche. Blogging becomes more fun, more enjoyable and flat out easier if you put in the time, generously helping folks.
Focus heavily on giving. Your star will shine if you generously serve people. On the contrary, blogging and life become so much harder if you obsess over your income streams, analyzing, over analyzing, focusing, wasting precious time and energy on getting, when you should be giving more freely. Blogging feels more fun, too, when you focus heavily on giving, because we were designed to give, to be generous and to serve folks. Doesn’t it feel amazing to help people? Of course, it does. Enjoy the blogging journey and avoid this painful wake up call….plus….you get to sleep in, hehehe 😉
The Importance of Digital Marketing Research for Brands in 2020
One of the key aspects of launching successful marketing campaigns is to conduct market research beforehand. This is no different when marketing on the internet. Digital marketing research is crucial to successful digital marketing, and without it, one can quickly blow through their budget without seeing any type of ROI at all.
A perfect example of this can be seen in social media marketing, where billions of ad impressions are served hourly. The same is also true with paid media marketing and pay per click marketing within Google. There is simply way too much information and user views out there, and if you aren’t careful and are using paid advertising–you could blow through a large budget in a short period of time.
If you have been neglecting digital marketing research prior to launching your campaigns, read on to learn the importance of digital marketing research and why you need to get on the bandwagon!
Digital Marketing Research
Market research helps the marketer understand the market and the trends. The information received can be used to develop a sound marketing strategy. Having an understanding of your audience and how to communicate with them is key to growing your business.
But, how do you go about implementing digital marketing research?
Eyes on the Audience
First, you must know who your audience is. Your business should have a niche target demographic to reach out to. Once you have established who this target audience is, you will have a better idea of how to communicate with them directly.
After you have identified your audience, you will need to get to know them better. You want to know their behavior patterns: how often they shop, what they shop for, what their preferred products are. Using a survey is a great option to ask your target audience questions to garner information about them.
And even better, if you do plan on collecting any type of data from your audience, you should definitely consider your options with remarketing afterward. By this, you can start running Google Ads or Facebook Ads campaigns that target only the audiences that you’ve selected (whether that be through pixel or email data).
Social Media Marketing and Other Digital Platforms
Once you have established your audience, you want to use social media and other digital platforms to market to them. Note: in your survey, it is best to ask them which platforms they prefer.
Essentially, you will be adopting a multi-channel marketing approach to reach your target audience. This means that you will be using different digital platforms to reach your audience, be it through content, social media, or messaging systems such as email, chat, or text messages.
Your market research will tell you which is the best platform to reach your demographic. For example, if your audience are teenagers and young adults – you may opt to use Snapchat and Instagram for marketing campaigns.
An older audience would prefer Facebook or even traditional platforms such as email for newsletters. And of course, if targeting professionals then LinkedIn is your platform of choice.
Who Can Help You and Who Can Challenge You
The importance of digital marketing research extends to knowing who can help grow your brand and who your competitors are.
A prominent aspect of digital marketing is the use of influencers. Use your marketing research to seek out these influencers and ask them if they can help promote your brand. For example, if you ran a company that sold protein powder, you would want to find fitness models who could endorse your products.
Similarly, use your marketing research to learn who your competition is. You can also look at their marketing campaigns to get an idea of what you are up against.
Get The Ball Rolling
Now that you have learned about digital marketing research, it is time to get the ball rolling. By following each of the recommended steps and methods above, there is no reason why you shouldn’t see improved numbers across the board. Digital marketing is changing all of the time, and so are the ways in which you can target and reach new audiences.
Research your target audience and ask them what their needs are. Determine your platforms of choice. Utilize influencers and keep a watchful eye on your competition.
Are you looking for more tips on how to use your blog for marketing purposes? If so, then browse around our blog for more of our latest content.
Do You Honor the Law of Lag?
The law of lag is always in effect. How it works; you generously, patiently and persistently help folks, trust in the process and yeah, make sure you promote yourself freely, too, OK? Be patient and persistent. Relax. A lag exists between you working generously, and, actually seeing traffic and profits increases. I refer to this as the law of lag. Lag times exist between you doing what works blogging-wise and seeing specific traffic and profits increases. Relax. Take a chill pill. Do not panic. Never believe that 0 traffic and 0 profits over the first few weeks of your successful blogging campaign indicates being generous, patient, persistent and trusting is NOT working, guys. Far and away, this is hands down the biggest mistake I see in blogging. Bloggers do not honor the law of lag. Bloggers panic and bail because they see minimal or no traffic and profits increases, during weeks or months, after they follow the successful blogging route.
See the journey through guys. Honor the law of lag. Know how it takes time and practice to become skilled enough and to yield enough exposure to actually boost your blog traffic. Boosting your blogging profits takes a bit longer, usually. Honor this lag time between work and results to become a highly successful, prospering blogger. Imagine being a doctor. During your first 3 months in pre-med, do you panic and bail because you have not made a cent through being a doctor? Nope; of course not. Do you panic and bail during your 6th year of medical studies because you have not made a penny from being a doctor? Nope; of course not. Do not panic and bail if you have not made a penny during your first 6 months of generously creating and connecting. Be patient. Good things take time. You need to become more clear and skilled in order to gain credibility in the eyes of readers. Plus you need to gain greater exposure by generously posting to your blog and by guest posting.
What happens when business slowly, steadily begins to grow? Now it’s time to learn how to better serve your customers. Nobody knows how to serve customers and clients fully until serving customers and clients in real world circumstances, gaining critical experience without a mentor or coach looking over your shoulder. I learned priceless lessons by boosting my traffic, by meeting more folks, by coaching clients and by interacting with customers. I had to put in the time and be patient during seeming lulls, or lags, to be a full time blogger. Being patient, persistent and generous made me the blogger I am today. You never grow until you go through testing periods where nothing appears to be happening but where everything is happening more quickly than you could ever see, in the background. All grows exponentially under the surface but only slowly and steadily bubbles up as profits and traffic stats. Envision the slow burn, bubbling up as a lag that cultivates your generosity, patience and persistent, and, your trust in self, as well as your trust in the blogging process.
I believe in you. See the journey through. Honor the law of blogging lag.
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