Connect with us

Customer service

7 Ways to Be Utterly Unforgettable in Business and Life

Published

on

convince customer

If you think that your product, service or stellar reputation is going to stick in your client’s or customer’s mind forever, you may want to think again.

This article originally appeared on Entreprenuer by Jacqueline Whitmore.

Being forgettable can be toxic when it comes to success, says cognitive scientist Carmen Simon, author of Impossible to Ignore: Creating Memorable Content to Influence Decisions.

“[People] will likely forget up to 90 percent of what you communicate, and that means your brand, your message, your call to action, everything you want your listeners to act on, will be disregarded,” she says. “To be on people’s minds, you must become part of their reflexes, habits and/or goals they consider valuable.”

So how do you break through and leave a lasting impression? Instead of being known for something businesswise, strive to be more purposeful about the things you do and say.

Here are several ways you can stand out among your competition, and stay top of mind.

1. Truly connect.

A salesperson is programmed to sell their product by focusing on benefits and features. Create a twist on this doctrine and sell yourself with a true person-to-person connection. Begin by asking questions. Learn more about your client’s problems, concerns and needs before you ever mention your product or service. Think like a doctor; first you have to find out what ails your client before you can prescribe a solution. Don’t try to use a one-size-fits-all approach. Customizing builds memorable relationships.

See also: Are Banks Deliberately Assigning Beautiful Ladies to their Elite Branches?

2. Tell stories.

Many a prospect’s eyes have glazed over during a presentation chock full of charts, facts and numbers. While the bottom line numbers are important, stories are the most basic tool for connecting us to one another. People attend, remember and are transformed by stories. Offer true-life examples of how your product or service helped others, like case studies or testimonials. Or use your personal experiences to enhance your human-to-human bond. Even in the world of business, stories have a unique power to move people’s hearts, minds, feet and wallets in the storyteller’s intended direction.

3. Tell the truth.

Your credibility is based on your ability to be honest in all situations. Always tell the truth, even if it costs you the sale. Your client will appreciate your candor and remember your honesty. As a result, he or she is more likely to recommend you to another potential client or use your services in the future. The truth may occasionally hurt, but dishonesty is always destructive.

4. Don’t be afraid to say “no.”

A sure way to be forgotten quickly is to be known as a yes-man (or woman). Besides, it frustrates others when you agree with them all the time, especially if critical decisions are involved. If you see a problem, speak up. If you know a proposed solution won’t work, say “no” and offer your opinion as to why. It’s better to be distinguished as a trusted advisor rather than someone with a milk-toast personality.

See Also: 5 Habits of the wealthy that helped them get rich

5. Surprise someone.

Do something out of the ordinary that your client or customer would never expect. For example, instead of sending a text or an email, send a handwritten thank-you note, a gesture that is becoming more and more rare. Or stand out from the crowd by dressing differently than everyone else. Dress up and choose flattering colors and patterns. Wear a fashionable pair of shoes, socks, scarf or bowtie; anything that adds a bit of refinement, elegance and a splash of style to what might otherwise be a nondescript outfit.

6. Always do your best.

In today’s competitive business arena, just about anyone can match or beat prices and everyone promises great service. But one of the best ways to be remembered is to perform at levels that consistently go above and beyond normal expectations, often coming in under budget or ahead of deadlines. Try to look for ways to constantly improve your client or customers’ experience and be ready to interact in the highest professional manner.

7. Be helpful.

Zig Ziglar once said “The way to get what you want is to help others get what they want.” Be a mentor, make introductions, and recommend others. Go out of your way to share information and help others succeed, without being asked, and they will remember you and be grateful for years to come.

It’s called karma — if you want people to share with you, share with them. What you give away will come back to you tenfold.

In summary, it’s the small touches that will set you apart and make it practically impossible to be derailed by your competitors.

Source: Entrepreneur

Continue Reading
Advertisement
Click to comment

Leave a Reply

Your email address will not be published. Required fields are marked *

Customer service

These Acts of Appreciation will Make Your Customers Love You More

Published

on

For small businesses, you know just how important each and every customer is to your success. You also know that the experience of one customer can lead to new customers, and that’s the exact reason you should take the time to show each customer just how important they are to you. Here are 5 ways to show your small business customers some love.

#1: Give a Sincere “Thank You.”

The beauty is in it’s simplicity. Each time a new or return customer comes through your door, you have an opportunity to make their experience great. Much of this will rely on your product or service, but your (or your employees’) attitude or demeanor also weighs heavily on whether that customer will ever return. So, start small when showing your love and give a sincere “Thank you for stopping by! I hope you enjoy the rest of your day and come back to see us soon.” each time a customer leaves your store.

#2: Surprise Them With Something Free

It doesn’t have to be something huge or something expensive. I’m not suggesting you cut into your profits. Anything small, maybe a cup of coffee with their meal, half of a sushi roll (my favorite sushi place does this), an extra cupcake with an order of a dozen – you get the point. There’s no need to advertise that you are doing this, or even mention to the customer before the fact, just let it be a surprise, and let them know you appreciate their business.

#3: Create Something Personalized

When something is made JUST for you, it makes it that much more special and sincere. Creating something personalized to your customer, be it a handwritten note, a message on Facebook, a cheesy e-card, or something a little more involved liked Dell’s #DellLove series makes customers feel special and appreciated. The time you take to create something personal will not go un-noticed. Check out the reply I received from Dell after tweeting about one of their laptops from my personal Twitter account.

#4: Invite Them to an Exclusive Event

In an article on HelpScout.net, “25 Ways To Thank Your Customers“, author Gregory Ciotti suggests you throw a party for your customers. You can either handpick your customers – maybe your biggest or most loyal clients – or hand out invitations to anyone who will take one. Invite them out for a happy hour with drinks on you, a catered luncheon with a guest speaker, or a complimentary networking event. Letting them know that you appreciate them and value the relationship that you have with them enough to give them an invite to an exclusive event will go a long way in turning them into an advocate of your small business.

#5: Publicly Recognize Them

Deep down, who doesn’t love a little bit of recognition? Though your customers probably aren’t coming into your small business to earn recognition, I’m sure they would be thrilled to receive it. Maybe you could start a “Customer of the Week Newsletter” where you highlight someone who supported your business and who left a lasting impression on you. Or, it could be something as simple as sending a random tweet. Whatever it may be, that customer is sure to share with their friends and family. More customers for you!

Continue Reading

Customer service

Social CRM: What It Is and Why It Is Important for your Business

Published

on

With worldwide explosion of social media usage, businesses are feeling extreme pressure to be where their customers are. Today, that street corner is increasingly virtual, located inside a social media or networking site. Social CRM is the next frontier for organizations that want to optimize the power of social interactions to get closer to customers.

Here I’ve outlined the differences between traditional and social CRM and why business need to adopt the Social CRM strategies in their customer relationship management.

First, let me explain what CRM and Social CRM means…

 

Customer Relationship Management (CRM)

Any system used to manage a company’s interactions with its current or future customers. This system is a piece of technology used to organise, automate and synchronise all of the customer facing areas within a company: from marketing to sales to customer service to technical support.

It offers the ability and time to develop other areas of the business, whilst ensuring that you’re not letting existing clients down or responding to new enquiries in an efficient manner.

 

Social CRM

Social CRM is the integration of social media with customer relationship management strategies.

Comparison of traditional and social CRM

In the table below I have compared traditional and social CRM against four key parameters of customer relationship management to provide a better understanding of the differences between the two.

 

Marketing Sales Service & Support Feedback
Traditional CRM ·           Marketing is all about direct advertising with the aim of boosting sales

·           Communication is one-way; from companies to consumers

·           This is sales driven. By collecting customer data, companies can target campaigns to specific customers

·           The idea is to keep getting them back for more

·           Customer service is operated within the hours and channels dictated by the company.

·           It is often autaimated and impersonal, i.e. a call center worker following a script

·           Company’s directly contact customers to receive feedback.

·           Customers may share experiences through word-of-mouth, but within small circles

Social CRM ·           Customers want conversation and engagement; not direct advertising.

·           Reduces marketing costs by moving to social marketing

·           Social CRM is not a direct path to customers, but to potential customers

·           Sales via social commerce are expected to reach $30bn within five years*.

·           Customers expect brands to respond quickly using their preferred platform.

·           15% of 16 – 24 year-olds prefer to interact with customer service using social media*.

·           Customers share their experiences with millions online.

·           53% of Twitter users recommend companies in their tweets*

*Source: Socialtimes 2012 survey

 

Why businesses need Social CRM now

Companies should be integrating social into their CRM strategies in response to their customers’ adoption of social media.

Social interaction may not directly result in immediate conversion but will promote engagement that may indirectly generate leads, create influential relationships and build confidence in the brand, eventually driving future sales.

Social CRM holds unprecedented potential for companies to get closer to customers and by doing so, facilitate increased revenue, cost reduction and efficiencies.

Social CRM is about customer engagement and therefore sees a shift in focus from sales, to relationship building conversations, based on a belief that improving customer experiences with engagement will ultimately drive sales.

Businesses need to understand that most consumers do not engage with companies via social media to feel connected. It turns out, customers are far more pragmatic.

To successfully exploit the potential of social CRM, companies need to design experiences that deliver tangible value in return for customers’ time, attention, endorsement and data.

Continue Reading

Customer service

Excellent Product Is the Best Customer Service You Can Give

Published

on

poor customer service in ghana, customer service delivery in ghana, customer service training in ghana, customer service jobs in ghana, vodafone ghana customer service, mtn ghana customer service, customer service courses in ghana, ghana institute of customer service,

Traditionally, customer service is described as the provision of service to customers before, during and after a sale. But it’s quite obvious that a lot of things have changed over the past two decades. Customers’ needs have become somehow complicated – and simple, if you ask me.

Customers these days know exactly what they want. So it should be very simple a task for organizations in the modern business era. However, some organizations rather see these customer needs as becoming complicated by the day.

There have been several traits, practices, features and functions identified by numerous customer service experts over the years that help deliver the best customer service. Among them are patience, attentiveness, product knowledge, persuasion and tenacity, clear communication, use of positive language, a calming presence, ability to predict customer behaviour and ability to handle complaints.

These qualities are excellent for customer service. They have yielded good results in the past! And may yield some results today. But you don’t just want some results. Your business needs full results.

Over the years, my role in customer relationship management and direct customer service by way of offering social media services  has revealed to me one thing that is barely mentioned by most writers and experts in the field of customer service.

When customers tell you they don’t care about your politeness, your broad product knowledge or excellent communication skills, then you know times are changing. CEOs care about the results and not just how much effort you are putting in, or in a simple language, how well you’re trying. Similarly, customers are concerned with results – the results your product or service is expected to deliver. It’s just simple.

Let your product be the first and best customer service to give to your clients. Excellent product or service is very essential to customer retention and attracting new customers. It is not the traditional customer service functions that will guarantee repeated business in this new business environment.

It is the ability of your product to deliver the results expected of it. Call it reliability. This is evidenced by the many strong products and brands that are recording significant revenues that we do not even come into contact with their customer service, physically or electronically. A lot of attention is given to the core product to make it deliver what it is purported to deliver – Simple!

When a customer comes back to do business with you, mostly it is because he is coming back to get a good product – at least for most products and services. Customers these days will not come back to experience excellent customer service and walk away with a poor product.

That said, it is also important not to ignore the core elements of good customer service, some of which have been mentioned earlier.

So rather than investing heavily in the traditional functions of customer service, organizations (both small and big) can channel a larger part of that investment into product development, fixing defects in products and implementing recommended changes to processes, core product and services to meet customers’ needs. After all, they are your customers first because of the core product or service you offer and not the pre-sale, during sale and after-sale services.

Continue Reading
Advertisement

Facebook

Most Popular