3 Strategies to Improve Your Customer Service Experience

Three tips that can help you retain and form relationships with your customers. March 13, 2020 4 min read Opinions expressed by Entrepreneur contributors are their own. Customer service is an area that small business owners can easily overlook when they’re trying to balance priorities. Aside from making sure their company is responsive to inquiries and helpful over the phone and chat, they’re often not focused on offering a truly remarkable customer service experience. But the importance can’t be understated. Common statistics tout that it’s actually around five times more expensive to attract a new customer than it is to retain a current one. Taking care of the customers you currently have is critical for your business’ bottom line.  Related: 10 Reasons Why Good Customer Service Is Your Most Important Metric So, even if you think your business is performing adequately in the customer service department, there’s likely room for improvement. According to […]

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The Secret to a Successful Business Is Happy Customers

Have happy customers and you’ll increase your likelihood of success. January 2, 2020 4 min read Opinions expressed by Entrepreneur contributors are their own. There’s a reason why Yelp’s influence can make or break a restaurant in a matter of just a few reviews — customer service is the be-all and end-all of good business. Customers are the backbone of every business and while acquiring them is difficult, retaining them can be even trickier.  If a business is having to constantly find new customers, it’s going to struggle to create any long-lasting growth. Meanwhile, if another business can keep its customers happy, those customers will refer the business to new customers. A good referral from a happy customer is far more valuable to a business than the savviest marketing campaign.  Related: 4 New Year’s Resolutions That Should Result in Happy Customers The founder of Walmart, Sam Walton, was reportedly such […]

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This Mindset Can Help You Get the Most Out of Your Customer Service Strategy

Think beyond just your product or service’s benefits. December 12, 2019 2 min read Opinions expressed by Entrepreneur contributors are their own. In this video, Entrepreneur Network partner Mike Phillips discusses what it means to offer good customer service. Sometimes, the customer service surrounding a product can trump the actual product’s benefits and advantages. A customer will pay a higher price if they expect a superior experience. A customer may also pay more for a special occassion. It might sound simple, but customer service is the sum of the experiences a customer goes through while interacting with your product or service.  Click the video to hear more.  Related: How to Increase Your Influence as a Leader Watch more videos on Lead the Team’s YouTube Channel.   Entrepreneur Network is a premium video network providing entertainment, education and inspiration from successful entrepreneurs and thought leaders. We provide expertise and opportunities to accelerate brand growth and effectively monetize video and […]

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How to Find the Best CRM for Your Franchise

Find the software that will keep you — and your customers — happy. October 25, 2019 4 min read This story appears in the October 2019 issue of Entrepreneur. Subscribe » 1. Prioritize Ease of Use — for Yourself and Customers From Dan Tyre, sales director at HubSpot, a CRM provider In 2019, every company has to be a technology company. It doesn’t matter if you’re a franchise, a small business, or a nonprofit — buyers expect you to provide good service, and to do that, you need to have access to information. Five years ago, if you wanted to use customer relationship management software, it cost hundreds of thousands of dollars and was time-consuming to install. Now, in a modern CRM, you’re looking for software that’s cost-­effective, quick to install, and straightforward to manage. It’s a red flag if you have to have an administrator set things up; that might […]

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Loyalty Matters: How to Build a Customer Retention Plan That Really Works

Most people follow a three-strike rule when it comes to company patronage. Only about 33% of customers will drop you if you give them bad service once. Excellent news, right? Verily. We’re living in an age of excellent customer service. More than 80% of Americans report that businesses are meeting or even exceeding expectations in customer service. But is 80% enough? Would 80% be enough for you to trust your doctor-recommended birth control? Even that 99.9% success rate birth control sometimes fails. How do you beat the numbers? Customer retention programs, that’s how. Below you’ll find some of the best advice on the net on how to keep them coming back for more. 1. It Begins With Customer Service While customer service historically hurts rather than helps customer retention efforts, it’s still a hole you must plug. You might not gain customer loyalty, but you’ll be less likely to lose […]

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Why Businesses Outsource To Call Centers In The Philippines

For the first million years of human existence, per world per capita GPD did not rise above $140. From 1500 to 1900, multiplied five times to $680. Today the per capita GPD is over $6500. This increase in production across the globe is thanks in part to globalization. The Romans built roads. The Europeans built ships. And the Americans built airplanes. It became impossible for nations to isolate themselves. Economies thrived, tariffs dropped, and trade flowed. But what does this mean for you? It means you can save money by outsourcing to cheaper locations on the other side of the globe. Where is the best place to outsource your IT and customer service? It’s not India like you might have assumed. It’s the Philippines. Here’s why. Why Call Centers Anyways? If you’re a Millennial like me, you’d rather text your friends than call them. Phone anxiety is commonly talked about […]

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Does Your Startup Need a Competitive Advantage? Here Are 4 Things That Every Consumer Craves

Fulfilling customers’ needs and desires should always be job No. 1 for your business. July 2, 2019 8 min read Opinions expressed by Entrepreneur contributors are their own. Are you struggling to find your competitive advantage and win your market? Well, you’re hardly alone. Many startup entrepreneurs are battling to find their own place among the top-tier companies.  Related: 10 Reasons Why Good Customer Service Is Your Most Important Metric But what determines which businesses succeed, and which ones never see the light of day? Lots of things, to be sure. The top strategy, though, is a constant focus on fulfilling customers’ needs and desires. As Jeff Bezos said in regards to his company Amazon in September at the Economic Club of Washington, “The number one thing that has made us successful by far is an obsessive-compulsive focus on the customer, as opposed to obsession over the competitor.” The best way to gain […]

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3 Counter-intuitive Customer Service Lessons Entrepreneurs Should Learn

How a bad experience at a self-styled “luxury” Sydney hotel reminded me of the most important customer service lessons for small business owners and entrepreneurs. June 19, 2019 7 min read Opinions expressed by Entrepreneur contributors are their own. At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country’s leading hotels, the Intercontinental bills itself as “Sydney’s Exclusive Bayside retreat,” where guests stay in luxury. According to the hotel’s website, air-conditioning is one of these luxuries. Related: 10 Reasons Why Good Customer Service Is Your Most Important Metric But not on that particular night. In fact, the thermostat in my room was stuck at a stuffy 24 C. (75 F.) degrees. So, I turned the temperature down, but to no avail. When I called the front desk, I was informed that the […]

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9 Secrets to Having World-Class Customer Service

Hint: It starts with your people. May 10, 2019 9 min read Opinions expressed by Entrepreneur contributors are their own. Good customer service is crucial to ensuring your business will continue to grow. These nine experienced leaders and Advisors in The Oracles, including Canva founder Melanie Perkins and clothing designers Emily Current and Meritt Elliott, share their secrets for guaranteeing a world-class customer experience. 1. Turn feedback into an actionable list. Melanie Perkins Image credit: The Oracles There are endless projects our team could be working on, so prioritizing goals is incredibly important. Keeping customers at the core of every decision makes that easier. It is vital to connect and empathize with our community. As we grow, one of the challenges is ensuring that we have systems to actively listen and respond to our customers’ needs. We’ve had over 800,000 pieces of feedback across all of our channels; so we […]

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8 Fool-Proof Tips to Keep Your Customers Happy

Word-of-mouth endorsements from loyal customers can be a great, free sales asset. Opinions expressed by Entrepreneur contributors are their own. In this video, Entrepreneur Network partner Brian Tracy talks about how to keep customers for long periods. Think about the second sale. It’s just as important as the first, because it shows that your product has value and you can deliver on your promises.  Don’t neglect word-of-mouth, either, because your customers can become a free sales asset. Concentrate on stellar customer service. Tracy says the way to improve customer service is through speedy, consistent responses to whatever questions may come up.  Click the video to hear more. Related: 7 Essential Strategies You Can Use to Grow Your Business Entrepreneur Network is a premium video network providing entertainment, education and inspiration from successful entrepreneurs and thought leaders. We provide expertise and opportunities to accelerate brand growth and effectively monetize video and audio content distributed across all digital platforms […]

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4 Keys to Satisfying 21st Century Customers

Make it easy for them, from interacting with you to paying their bill. March 29, 2019 7 min read Opinions expressed by Entrepreneur contributors are their own. Achieving customer satisfaction has always been the priority of every serious business. This is a straightforward truth. However, the means to achieving customer satisfaction has always been anything but straightforward. The needs of the customer are consistently changing, and businesses have to change with it or risk the very glaring possibility of losing even the most loyal customers to the competition. Statistics show that customer loyalty to brands and businesses are dropping at an alarming rate. This is largely because the internet has bombarded the 21st century customer with a plethora of choices, each promising to do things a little better than the last. Customer loyalty has therefore become a more difficult task to pull. Related: 3 Essentials for Building a Loyal Customer Base […]

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How to Best Use an Answering Service to Convert Those After-Hour Calls You’ve Been Missing

Having somebody available to pick up the phone after hours may be worth every penny you pay. December 7, 2018 5 min read Opinions expressed by Entrepreneur contributors are their own. A constant push and pull goes on in the world of small business and entrepreneurship: Do you set and work “business” hours, or do you personally handle anything and everything for your business, regardless of when those things happen? Some entrepreneurs are more than happy to work 100 hours a week, while others cite their need  for work-life balance as absolutely critical to their business success. Related: 10 Reasons Why Good Customer Service Is Your Most Important Metric My own position is that, regardless of how many hours I work — or anyone else works — it’s often a good idea to impose limits on outside contact. Running a small business that offers 24/7 support  is just asking for pain. Virtually no task can […]

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Is Your Customer Support on Life Support?

Revive it with these three principles of outstanding and consistent customer service: culture, data/tools and care. December 3, 2018 6 min read Opinions expressed by Entrepreneur contributors are their own. Retailers are having to relearn that the customer is always right. Over the past several years, the estimated cost of bad customer service has risen from $62 billion per year in 2016 to over $75 billion in 2018, according to NewVoiceMedia. Industries across the board are so fiercely competitive that customers can (and will) switch brands over any grievance, real or perceived. A Northridge Group found that a majority of survey respondents (54 percent) would try a new brand in search of better service and support. More than a quarter of consumers would even abandon a brand entirely because of bad service. Related: Customer Service is Ground Zero For Success It’s no surprise that bad service leads to disgruntled customers. […]

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Diva Marketing Blog – Marketing blogs and corporate social media strategies for innovative companies

Social Media Listening… Will We Learn? 12/30/2015 As we close out 2015 and begin the circle dance anew, there will be lots of predictions of what 2016 will hold in terms of marketing trends and must dos. This is not one of those posts. Time brings perspective. So instead, I’d like to look back at one aspect of social/digital media marketing that was suppose to change the marketing game: from gaining a better understanding of our customers’ emotional profiles, to casual research insights, to more responsive customer care.  Social Listening  Ten years ago, or there about, Social Listening exploded into the digital landscape. It was positioned as the golden grail that would be the beginning of authentic conversational marketing. It soon became clear that unless you wanted to bury the new data it brought in garbled buzz words, social listening had better lead to a new customer communication channel where the brand could directly engaged with its customers. Back […]

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The $62 Billion Reason to Improve Your Customer Experience

There’s a huge payoff to having a culture focused on outstanding customer experience. To get there, you need to do these four things. October 5, 2018 6 min read Opinions expressed by Entrepreneur contributors are their own. Seven hundred and seventy million dollars in four days. That’s how much United Airlines lost after the world watched Dr. David Dao being dragged out of his seat on an April 2017 flight to Kentucky. According to a recent study by NewVoice Media, though, a paltry few hundred million is just the tip of the iceberg. U.S. companies are losing $62 billion a year due to poor customer service. Related: 10 Reasons Why Good Customer Service Is Your Most Important Metric Is there any doubt left about the impact customer experience has on business success? Anyone? Anyone? So why, then, is horrible customer experience still a thing? It’s not just United, it’s everywhere. […]

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5 Signs Your Customers Have Questions You Aren’t Answering

You may be causing confusion somewhere in the customer journey. And confused customers don’t buy. September 17, 2018 5 min read Opinions expressed by Entrepreneur contributors are their own. When you come to my website, the first thing you see is me, a description of what I do and a button that encourages you to click on it. There are no surprises, no guessing where you should go next. I’ve laid it all out right in front of you. Related: The Difference Between Customer Service and Customer Experience Not all businesses make things this clear. Some have too much clutter on their homepage, overwhelming visitors with information. In fact, 75 percent of consumers polled in research by Stanford said that they judged a company’s credibility by its website design. Such lack of clarity doesn’t apply just to websites. This could be a problem in your emails, your sales process, even your physical stores. And […]

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3 Super Simple Ways to Understand What Your Customer Wants

Entrepreneurs share their smart (and sometimes painfully simple) approaches to finding out how to better serve their customers. September 4, 2018 4 min read This story appears in the September 2018 Entrepreneur. Subscribe » Understanding your customers can be tough, but if you want your business to be successful, it’s crucial. Luckily, there are simple things you can do to get a grasp on who your audience is and what they like. To help, these three entrepeneurs chime in.  Related: 10 Reasons Why Good Customer Service Is Your Most Important Metric Fred Stevens-Smith Co-founder and CEO, Rainforest QA Method: Ask for problems When Fred Stevens-Smith and his co-founder, Russell Smith, were accepted into Y Combinator, they thought they had a brilliant idea: Help businesses track (and curb) money spent on Amazon Web Services. But when they got their program in front of beta testers, users shrugged. “It just wasn’t a big enough problem,” […]

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Customer Experience Surveys? They Don’t Have to be a Pain.

Here are some strategies for getting customers to offer up the information you really need, about their experience. July 13, 2018 5 min read Opinions expressed by Entrepreneur contributors are their own. How many times, during a customer experience, have you been asked to “just take a quick survey”? Whether you receive a pop-up immediately after buying something online or get a phone call a few days after an interaction with a service representative, you’ll likely agree that you rarely enjoy the experience. Related: 5 Steps to Creating Effective Customer Surveys In fact, you probably ignore most survey requests unless you have something very positive or very negative to say. The main problems are that: 1) these surveys come to you at inconvenient moments; and 2) there is no obvious benefit for you to take the survey in the first place. And while your answers will presumably have some sort of impact on how the company thinks […]

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Diva Marketing Blog – Marketing blogs and corporate social media strategies for innovative companies

Social Media Listening… Will We Learn? 12/30/2015 As we close out 2015 and begin the circle dance anew, there will be lots of predictions of what 2016 will hold in terms of marketing trends and must dos. This is not one of those posts. Time brings perspective. So instead, I’d like to look back at one aspect of social/digital media marketing that was suppose to change the marketing game: from gaining a better understanding of our customers’ emotional profiles, to casual research insights, to more responsive customer care.  Social Listening  Ten years ago, or there about, Social Listening exploded into the digital landscape. It was positioned as the golden grail that would be the beginning of authentic conversational marketing. It soon became clear that unless you wanted to bury the new data it brought in garbled buzz words, social listening had better lead to a new customer communication channel where the brand could directly engaged with its customers. Back […]

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How to Deliver Excellent Customer Service

When it comes to customer service, find a process and a rhythm that work for you and your client. July 11, 2018 4 min read This story originally appeared on Bizness Apps If you compare a business to the human body, there’s no doubt customer service is at the heart. Answering a client’s questions is more than just a conversation — it’s the accumulation of every interaction the client has with your business; it’s the pilot smiling from the cockpit as you board the plane, the barista handing you a straw with your coffee, the receptionist making sure your forms have been updated correctly. From the first conversation you have with a potential client to each email follow-up, you are providing customer service at every stop. And with so many opportunities to interact with your customers, it’s important to deliver consistent and exceptional service, every time. When communicating with customers daily, providing excellent […]

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