Good Customer Service could keep your Customers loving you!

In today’s world of smartphones and social media, companies have to be aware that good customer service is critical. 

When United Airlines created a social media storm about removing a passenger this week– 

A man was forcibly removed from a United Airlines flight from Chicago to Louisville, Ky., on Sunday, after the flight was overbooked and the passenger refused to adhere to the airline’s decision to randomly remove four passengers. by United Airlines forcibly removes passenger from overbooked flight

United Airlines stock plunged during the week and it has lawsuits pending due to the incident. 

Make me Feel Important

Mary Kay Ash of Mary Kay Cosmetics said about customer service once, “Imagine that every customer is holding up a sign that says, Make me feel important. When you get that this is all a customer wants, you can create a customer friendly environment. 

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According to The US Department of Commerce, the main reason customers leave a business, after poor product quality, is due to poor customer service.

That says it all.

The truth is, every customer is always at risk of leaving you. It’s like a middle school romance. Any little thing can cause you to break up.

What are a few steps to stop your customer from leaving you?

  • Apologize

    • Even if you don’t think it’s your company’s fault, it’s important to apologize to the client anyway.  “I’m so sorry you feel this way,” is a good way to apologize without taking the blame. However, if it was truly your fault, own up to it and apologize profusely.

 

  • Empathize

    • Put yourself in their shoes. Try stating, “I certainly understand; that would upset me too.” Then, move on toward getting answers that can help you solve the customer’s complaint to their satisfaction. You can empathize without being emotional. While it is personal to them, or they would not be irate, this is business and you should not take anything they say personally.

 

  • Listen

    • Even if you’re reading a complaint rather than listening on the telephone, take special care to really hear what the customer is saying between the negative words. If you have to, cut and paste what they are saying in a separate document, add in appropriate spaces, take out curse words, and find out what is really the issue by eliminating the extraneous information. If you need to, escalate the issue and call the customer. Phones can be very humanizing.

 

  • Start Small

    • Once you’ve determined the root problems, take small steps toward rectifying the problems one at a time. If you have to, ask the customer what you can do to make it better.  If it’s possible to solve the problem in the manner the customer desires, do it. If not, offer to meet in the middle.

 

  • Draw the Line 

    • Know when to give up. Yes, there are times with some customers that it’s better to simply give up. If you’ve done all the things that you can above, and they’re still irate and have not calmed down, it’s time to consider letting the customer go. Not every customer is going to fit with your vision and that is okay. Calmly return their money, and send them on their way.

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You Need to Know your Brand Voice

Social media was all a buzz about the faux pas that was the newly released Pepsi commercial that was quickly removed after the backlash.

What were they thinking?

Pepsi was trying to project a global message of unity, peace and understanding. Clearly we missed the mark, and we apologize,” the brand said in a statement. “We did not intend to make light of any serious issue. We are removing the content and halting any further rollout. We also apologize for putting Kendall Jenner in this position.” by Pepsi Is Pulling Its Widely Mocked Kendall Jenner Ad

Why did the commercial fail?

According to Julian Gamboa an instructor at Digital Marketing Today and founder of Digiviewpoint, a millenial publishing account

A prime example of brands using celebrities is Nike’s #Equality campaign. The celebrities do not serve as the spotlight, but instead help deliver the message. .

Another fine example would be Twitter’s collaboration with various celebrities to tweet out Dr. Martin Luther King, Jr.’s “I Have A Dream” speech.

by Pepsi’s failed commercial: why your marketing team should be listening

Your Voice is Your Brand

When brand voice is consistent across all communications, it creates a kind of personality for your organization. As a result, your audience knows what to expect and learns to trust you. It is an essential feature of branding which allows you to successfully position yourself in the market.

With the advent of social media and Facebook LIve, Instagram and Periscope, there are people with thousands of followers who are seen as influencers. Even Amazon is understanding the power of the social media influencer as they are pushing for “non-celebrities” to sell their stuff if they have influence.

Similar to the Amazon Affiliate program, the new program will offer influencers commission on products sold, but is not open to the public by Amazon quietly launches its own social media influencer program into beta

Your Business Needs to be a Storyteller

People love hearing stories and they help people create an emotional bond with the brands they like. If you can tell stories and engage your audience, you will get them to know you on a personal level.

Your Brand is your Story, your Words and your Images

While we’re primarily focusing on words and phrases when talking about brand voice, you don’t only communicate your brand voice through text or the spoken word. Everything your brand does uses its voice, and this includes visuals. Your content should have strong visuals and graphics that consistently convey your brand voice.

Learn more
Get 5 Steps to a Brand Voice!

Many online marketers make basic mistakes because they simply fail to understand their customers.
If you can put yourself in your customers’ shoes, it’s easy to understand what they want and how to deliver it to them.
When you empathize with them, you can create a marketing message that resonates with them and shows that you’re a responsive business that cares about their customers.

Understanding What Your Customers Want

When you put yourself in your customers’ shoes, you quickly understand what they’re looking for.
If you’re a restaurant owner, imagine what you’d expect if you were looking for a meal.
You’d want the shop to be visible, clean, and friendly, and to offer something others don’t.
Each online niche has certain characteristics that its customers look for.
Don’t only think about what they want, but also what your customers don’t want. There is always risk involved in making purchases, especially when a customer chooses a new shop for the first time.
If you can imagine your customers’ fears and concerns, you can address them before your customers have a chance to worry or object.

Shut up and Listen

One of the biggest mistakes marketers can make is to assume.
In order to really understand your customers, you need hard data that they provide themselves.
Listen to customer feedback about your company, as well as the conversations they have online.
You can learn about people’s thoughts and feelings through blogs, blog comments, forum postings, and social media sites.
Even better, you can solicit the specific data you need by directly asking them to take a few minutes to give you feedback.
Online surveys are incredibly easy to conduct these days, and there are free tools, such as Survey Monkey, which make it a no-brainer.

Questions to Consider

Think about any company you deal with on a regular basis, and analyze your feelings about that company.
Then, try to discover why you feel that way. A few questions to ask yourself are:
What do you like or dislike about them?
What makes you want to go back and do business with them again?
Is their image friendly and professional?
Can you easily get what you want from them, and are interactions with them smooth and seamless?
What does the company do when you’re not satisfied with their products or services?
Through these questions, you can understand as a customer what makes a business’s service good or not.

  • Amazing Benefits for Offline and Online Businesses:

Easy to Access: People are now able to access videos with their mobiles and smartphones. The audience from your niche market can see your videos from all around the world. Because of this level of availability, you are able to reach your potential buyers with your products and services.

Informative: Most of the people take interest in video to receive information quickly. If you create an informative video, it will give you more targeted results. If you present your product and services on video in an effective way, people will want more from you.

Multifaceted: You can use videos to provide your brand information, product promotion, educating or training your clients and much more. You can use your video on social sites like Facebook and Twitter but you have to be sure that your website is connected with your social networking sites.

What is the source of your Limiting Beliefs on Mindset Monday
Limiting beliefs come from an actual place in your lifetime experience. Entrepreneurs often fail because they cling to limiting beliefs they’ve been conditioned to hold.

Limiting beliefs come from experience, and they can often come from very early life experience. They can even come from early childhood education. Generally speaking, society doesn’t raise children to become adults who think like entrepreneurs. In order to fit into society as adults, we are conditioned to think in more fixed mindset terms, especially as they relate to intelligence, money, and authority.

What an Online Marketing Video Can do For Your Business
Online video marketing has become the latest epidemic when it comes to marketing tools. In fact, it has gone viral. If you haven’t given online marketing videos a try yet, you should, as there are plenty of benefits you can enjoy and increased sales are one of them. Let’s look at what your video should accomplish for you.
It Should Introduce You
A video is a powerful tool that allows you to present a polished you. You can polish your online marketing presentation and then create a flawless delivery that puts in you in the best light with your potential customer.
Establish That You are an Expert in Your Field
When you create your online marketing video you should focus on showing your viewers your expertise. This is much easier to do with a video than text content. Adding videos that establish you as an expert to your website, blog and/or email marketing can be highly beneficial.
Maximize Your SEO Benefits
In the past, as far as SEO was concerned, videos were actually a liability. But that is not that case any longer. Today, videos are more than fifty times more likely to be on the first page of a surfer’s search. There are three main ways a marketing video can give you a major SEO boost.
1. There is far less competition with video compared to text content. There are millions of text pages competing for the top SEO ranking, but only thousands of video pages competing for the same space.
2. Videos are ranked much quicker than text content. It takes hours for videos to get ranked and weeks for text to get ranked. That also gives video the ability to be very current.
3. Videos often go viral. It is much more likely that a person will share a video than text. This is especially true when you put together a really good video.
Online video marketing is affordable, requires only a webcam, a microphone, and a good script to begin to enjoy the benefits. Take some time to fine tune your message and make it easy to understand. That way you’ll enjoy the greatest benefit.
Online marketing videos are the hottest tool business owners have at their fingertips. In today’s online environment a video is far more likely to lead to a sale than even the best text content.

Once you can recognize the inner critic, you can learn to control it. The way that you interpret challenges, obstacles, or criticism that you face is up to you. But this is the most challenging step for most people. It is difficult to reframe the voice when you have well-grooved patterns.
The way to think about reframing is to imagine giving advice to a friend.
Naturally, you would never use a harsh, critical voice when trying to help a friend.
If you would never do this with a friend, why are you doing it with yourself?
We are generally harsher on ourselves than we are with others, so instead of talking to yourself, imagine that you’re giving advice to a good friend.
Now, imagine that you’re giving them advice and reframe the negative statement that was made
After reframing comes action.
What challenges can you take on in order to foster and nurture a growth mindset?
What challenges have you been avoiding?
Choose a challenge and try it again, but this time, turn your fixed mindset around.
Find a work-related or personal task that you’ve either been shying away from doing or that you feel you’ve failed at.
For example, perhaps you always put work first and your eating habits are not the best. How can you challenge yourself to create better eating habits?
Maybe there is a skill you’ve been wanting to learn such as cooking but the idea of trying again gives you a sense of anxiety.
There might be an important client you’ve been meaning to contact but shying away from.
Start with one challenge, and you can then apply it to the next challenge once you have success with the first.

With so many business run online today,
the personal touch of doing business is sometimes lost in the mix.
Everyone is so accustomed to emailing, sending in support tickets or leaving messages on an automated system,
that you forget that there are real people running the business.
If you can identify with this, maybe it is time to add that personal feel to your business. When was the last time you actually talked to a customer or send them a thank you note? Sometime ago I guess.
One place to start is by adding an About Page to your website and including your photograph. This immediately allows people to start connecting with you.
Your about page doesn’t have to be long, but it should include a little about your background, both personal and professional. A photo of yourself or even one with your family or pet makes your site more human.
If you sell products online why not start adding something extra into your customer’s receipts. This could be a link to your Facebook page or Google+ page. Encourage them to connect with you there and let you know how they liked your products.
Getting your face and name in front of your customers is important for several reasons. You want to build a base of repeat customers, but you also want your customers to refer your business to their friends. One way to encourage this is by going that extra mile.
This could be sending out a physical thank you note in the mail. Or just remembering your customer’s birthdays and anniversaries. If you run a local business why not phone a customer just to say thanks?
Setting up a newsletter is another way you can connect with your customers. In addition to using this letter to inform your customers of new products and sales, you can use it in a different way.
Why not encourage your customers to send in photos of how they used your product or service. People just love to show off photos, and depending on your business, this could work extremely well for you.
Another advantage of this is that it provides you with content for your newsletter. You could set up a ‘Customer of the Week’ event and highlight one person each week or month.
The main thing to remember is that your customers are real people and want to be treated as such. They want to know who you are and what you do, so why not give them what they want and expand your business in the process?

Many small businesses operate under an employee mindset. If your goal as a small business owner is to grow, you need to think like an entrepreneur.A Entrepreneur has big ideas
SBOs solve local problems. They know their business and target audience.To develop your success mindset
go to http://jgtips.com/smindset.