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We live in a world of technology. Nowadays people choose to click online to research, to chat, the shop, to be informed, to be entertained and to connect to others. While cyberspace is thriving in almost every single way possible, if is also slowly killing your business. 

And the culprit is Email. 

Although email may be extremely convenient, inexpensive and effective, it is actually doing more harm than good. 

Read on to discover the top three ways that email is killing your business.

1. It’s unreliable: You never can tell if your email was sent through. Emails are constantly getting lost in cyber space. There are problems with connection, with servers and with your customer’s servers. 

Sometimes a customer will send an email and you will not get it for days. Furthermore, sometimes your reply will get lost. 

Either way, the customer will blame you and this miscommunication error will result in an unhappy customer and a lack of sales. 

2. It’s not personal: Emails are so standard these days that we forget how personal a real live conversation can be. When you receive an email, it is hard to determine the tone, emotion and feeling in the email. 

Customers are left wondering if your response is a generic email, an auto-response or an actual, personal attempt to solve the solution. This can be extremely frustrating for the customer.

3. It’s not in “real time”: Emails are quick; there is no denying this. However, they are still not in ‘real time’ meaning the response time can vary depending on when the reader receives the email and replies to it. This can be anywhere between 10 minutes and 10 years. 

Of course, when replying to customer inquiries with emails, you always reply within a standard period, say 24 hours; however, this is still not a real time solution. 

Often a customer needs help now, not whenever the email is answered. 

So what’s the solution to this?  Simple. Help Desks. 

Help Desks fix all of these email-related problems. They are reliable as someone is always there to answer a customer’s call. There is no more confusion or worry about whether your email went through. 

Furthermore, they are personal as each customer complaint is handled in an individual fashion. Speaking one on one to a customer service rep will allow the customer to feel connected and prove to the customer that your company cares about them. Speaking to a real person can work wonders in the customer service sector. 

Finally help desks are in real time. That is, when a customer calls, they will be connected to someone immediately. There are no long response times while the customer waits for a sales rep to log on and check their email. 

A customer inquiry should be answered the moment they place it. That way you are proving to them that you care about their problem right then, and that you are dedicated to helping find a solution now, not later. 

Help Desks are the perfect way to ensure your customers complaints and inquiries are taken care of in a professional and personal manner.

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What is it that does best for your commercial enterprise? Often you have wondered about it and wandered about the various options that are coming up in front of you. You might think a good and efficient labor force or simply technology or something simpler like advertisement.

But the truth as we found out was that if a company can develop a sincere and loyal client base, not only will the sales increase manifold by virtue of direct sales to these clients but in fact they will also preach about your company and make it famous enough to draw sales.

Loyalty marketing has for such reasons become such a concern nowadays. In the present stature of competition it becomes important to sustain a group of extremely dedicated clients who have a strong bond with the company and help spread it and recover sales figures. They also last the longest.
 
Your loyalty marketing strategy should be well planned out and devised with due attention paid to every aspect possible. For this you need to know a few things. To begin with you have to know with what frequency your customers and which ones are returning to your enterprise to make purchases.

Offer special services to your valued customers and you’ll see them responding positively in turn. Thus you craft an efficient two-way system that facilitates al your transactions in future.

At no point should it look to them that this is becoming a sole money-garnering tactic on your part. There should be considerable attention you pay to their requirements too.

Your strategy should be important in how you approach your customers to ask them to refer you to new customers. There are 4 basic measures by which strategy is devised. These are:

  • Customer behavior tracking: To facilitate loyalty marketing, there needs to be a definite attempt to locate your consumers and especially the loyal ones. You have to find out the expenses he/she incurs on your products. Their behavioral dimensions and attitudes towards the company should b noted simultaneously. This way you know in advance who is impressed enough and who is not.
  • Measurement: Keep a track of the performance objectives that your company is trying to accomplish. Also find out the customers’ retention analysis data. These will enable you to track what is working against your concern.
  • Dialogue Marketing: Make sure you are sending the right signals and the right ideas to your preferred customers. Also crucial is that you are sending them at the right time.
  • Customer Rewards and Benefits Programs: Match the needs and the requirements of your loyal customers and offer them bonus and other gift items that will always please the customer concerned and act as incentives for them to push your firm.
  • Loyalty brochure: There should be separate loyalty brochures that you could deal out amongst your customers to tell them what’s in store for them.
  • Customer Rewards and Benefits Programs: For loyalty marketing, this is a very helpful platform for your loyal customers to actually earn or reap rewards from your company that is actually particularly matched to every individual customer’s needs and preference.
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One of the most important factors of Customer Management in business is building up of customer loyalty through follow-up. This field is increasingly gaining prominence since companies now recognize the importance of customer retention, which in turn, leads to new customers.

This type of marketing, which relies more on turning first-time buyers into loyal future customers instead of merely acquiring new customers, is called Relationship Marketing. 

The processes undertaken by a company to handle its customers is called Customer Relationship Management. One of the most common and important processes of Customer Relationship Management is sending a letter.

Though it sounds simple, it helps in bringing many first time buyers back to a particular company. A few things that might be introduced in a letter to induce customers to buy again are:

  • A sincere thank you, welcoming customers to the company’s services and assuring them that they are the most important part of a company.
  • A feedback form, which enables the customer to directly offer his opinions on the services and products of the company. This, in turn, may offer valuable suggestions to be kept in mind for new customers.
  • An assurance that your company was easily the best bet and the customer was, in fact, correct in opting for your company. This helps building up the customer’s confidence that this is the best company for his/her required product.
  • A time-limited offer which introduces a sense of urgency in the customer’s mind. Asking them to grab an offer within a particular time-period raises the customer’s interest. Introducing the same offer in more than one letter with varying levels of urgency (each being more urgent than the previous one) makes the customer excited about the offer as well.
  • A general follow-up merely asking whether the customer is happy and satisfied with the product purchased helps in building up of customer faith.
  • Additional references to other products (by your own company) shows that the company cares abut customer comfort and the personalized needs of the customer.
  • Asking the customer to refer the company to somebody they know, is also a good idea to promote not only customer faith but also introduce new buyers to your company. The customer might also be “rewarded” for his/her effort by giving them a discount on their next purchase (this also ensures customer loyalty.) Using a coupon in the letter encourages customers to pass them on if they don’t require them.

Statistics also show that companies who get back to customers making inquiries about their products and services also gain customer loyalty. By making note of potential buyers, the company also gains a reputation of good service and excellent customer care. 

Any company’s main objective should be to promote a sense of security in the customer. It is important, therefore, that you make your customers feel comfortable, so that they keep coming back to your company, bringing in new references as well. After all, ‘the customer is always right’!

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It is accepted business wisdom that a returning customer is the best customer. In a competitive market where the customer has a plethora of choices, returning customers indicate that they are satisfied with their first purchase and that they trust you.

Trust is an invaluable component in any business relation and if maintained and nurtured, is an assured asset which will yield returns over and over again.

So a crucial part of your job in retaining your existing customers is to keep them thinking of you. You cannot afford to neglect or ignore them at any stage if you want them back. So you have to make provisions for free gifts, discount offers, add-ons, etc. and make arrangements for mailings and follow ups in order to sustain their interest.

It is easy if your customers come through Internet campaigns, for you can then use email lists to keep them informed and interested.

But in the more traditional brick and mortar world, all this is a bit more taxing and cumbersome for you have to invest in print or media ads and direct mailings. These routes are as effective as your email lists, and to have a better chance, you should add the attraction of special offers, sales, and free gifts.

If you use only email, you need to be especially careful and make sure that you are providing your potential customers sufficient reason to continue being on your list. You could try and make available to them significant information about their interests and preferred topics. If you are able to lure them to your website through your email, you could introduce them to other products and offers.

In the snail mail world, it is to your advantage if you can use coupons to put products on sale. This allows you to compare and measure the relative successes of your different approaches or campaigns, and to evaluate the merits and drawbacks of each.

Send out one sales mailing to half of your customer list, and a different one to the other half, and assess the conversion rates of the mailings. The same strategy can as well be used with email.

Connect with your customers and make records about their interests, wants and preferences. You can then provide customized products and information for their guaranteed satisfaction

Another simple and effective way to build relations with your customer is to send them greeting cards containing a simple expression of your appreciation for them.

 

You could send out the cards for birthdays or anniversaries, on Christmas, Valentine’s Day, or New Year. You could even use these cards as invitation to attend your special sales or for other more direct announcements.

The advantage of greeting cards is that they are more discreet, more personal and more warm, things that your customer may remember you by. 

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What is the WOW response? It is not that easy to figure out, is it? The wow response is ideally the kind of response that you would receive from the satisfied customer.

A customer, who walks into a shop, finds what he or she wants and is happy not only with what he or she has found but the entire shopping experience, and also a customer who has discovered the bonus of shopping in a way like never before.

This is the customer who will return again and again to the shop and would prefer to do all her shopping in the same place if possible or even let out a “WOW” every time she walks out of the shop after the shopping is done with.

How can your bottom line meet up to the needs of the response, wow?

One key way of accomplishing this is to manage to slip in as many promises as you can in your sale. The ideal would be to slip in as many promisable items that you can imagine your sale to carry with it.

Once you have done this, ensure that you under promise as in you list a week a delivery time when you merely need 4 days to do the same. Do not shy away from such promises as customers necessarily like them and when you work better than you promise they will be simply thrilled and delighted and you will be rewarded with that “wow” response for which you have been trying all this while.  

Work on the first impression that your concern is going to have on the potential customer.

You have to do up your place or site (whichever applicable) as well as possible. There should be every degree of comfort for the customer when he or she explores your shop.

The visitors should like the colors and the textures and everything your design could do should be aiming to soothe the shopping experience of your customer. You should also impress them sufficiently with your services and the kind of help you are offering your customers.

Your problem solving techniques should be optimized to ensure maximum satisfaction to your customers when they visit your place. Do not make your customer feel left out at any point ensuring that you do not cross over to interfering with her shopping. Thus you have to be friends with your customer more than anything else. Your customer when and if she does come back to your shop should recognize you immediately. So keep a habit of making friends with strangers or out of them in turn.

A wow response is further egged on by the value for money that the customer avails off her purchase from your enterprise.

Prices are constantly climbing nowadays and so you should be sufficiently geared up to display that though your price might seem to be high there is definitely more than expected in store for your customer.

Try and squeeze in gifts or something similar as extra for the best effects. This should be an extra and added over anyway in spite of price deductions.

Keep in touch with them. Try and call them again without being irritating. Birthdays, anniversaries are always a nice time to call.

But apart from thus, this should be a part of your service to call them when possible to find out about them and the product.

There you go, now you know how to get the wow response!