Identifying an Advanced Customer Management Software

These days companies require effective customer management software to ensure the continuous growth and stability of their business. Running a business, after all, is not just about delivering products and services, and making a profit.

These days companies require effective customer management software to ensure the continuous growth and stability of their business. Running a business, after all, is not just about delivering products and services, and making a profit.

When You Decide for Your Customer

In any high volume position moves have to be made, orders must be filled, and your customers must leave satisfied. As the business world turns, customers look for companies that have their shit together. What does this mean? You are ready with a decision, idea, or offer, with each and every inquiry. Not every call,…

In any high volume position moves have to be made, orders must be filled, and your customers must leave satisfied.

As the business world turns, customers look for companies that have their shit together. What does this mean?

You are ready with a decision, idea, or offer, with each and every inquiry.

Not every call, email, or visit is ready to close. Yes, people are interested, and although it is beneficial, interest is only halfway there!

For those who are familiar with AIDA Most famously spoken in Glen Garry Glen Ross

Attention: Do I Have your attention?

Interest: Are you interested?

Decision: Have you made a decision?

Action: Take action!

Let's unpack the highlighted DECISION.

The decision here falls on you. An eager to purchase customer may stumble over their desire.

They need YOU to guide them.

Have you ever spoken with a frustrated or sour person, yet who is ready to date? They have been burned or have a particular outlook on relationships. However, they know they must meet the right person, and they are going to keep trying. Dates are expensive and time-consuming, as are, returns.

A client with “cash-in-hand” and desire still needs to understand what you offer. If they purchase blindly because they are sold on satisfying a need, they will purchase what looks right, then return, and come to you, return, and go to the next similar offering, and return, until they are just exhausted.

Einstein said something about doing the same thing and expecting different outcomes.

When you make the decision for a customer who is not ready to buy your product, believe me, you are helping them, and they will appreciate it! In turn, you and your company will benefit from a customer that understands you, knows what you sell, will buy with confidence, and be satisfied to come back!

________________________________

When you are live [on a call, face to face, in writing]

  1. Know your product, inside and out.
  2. Listen and ask. (Do not be afraid to probe further)
  3. * Come to a conclusion and make the decision.

# 1 is a reminder that you can not help if you do not know. Let's move on.

# 2 is about using your senses to answer the following question. What exactly is this person asking from my company or me? Is it reasonable? Possible?

# 3 if the potential customer seems to be missing something, or maybe there is a better-suited product. Save yourself the resources and return hassle, and redirect them appropriately (Note: The difference from just turning them away).

Do not you want your customer's to say:

“Wow, I felt really taken care of”

“They helped me every step of the way”

“Purchasing was so easy”

You can do it time and time again with extra service. Happy customers means great business.

From Bucket List to Loyal Patron

Great marketing provides us with an opportunity to stimulate interest in our business, drawing customers in to sample what we have to offer. Successful efforts may even garner you a position on the “bucket list”; that small ranking of must-see once, must-do once, must-try once products and services that includes of course, your competition. Such…

Great marketing provides us with an opportunity to stimulate interest in our business, drawing customers in to sample what we have to offer. Successful efforts may even garner you a position on the “bucket list”; that small ranking of must-see once, must-do once, must-try once products and services that includes of course, your competition.

Such an achievement is wonderful as it is recognition for the hard work put in to building your enterprise; but real success should be measured in good part not only by the volume of first time purchasers; but by the percentage of clients who buy from you again and again, and again …

Much has been said about the cost benefits of attracting and maintaining loyal customers; those who choose you even when the options are plentiful and may quite likely have something equally good to offer.

Analyysts note that it is 6 to 7 times more expensive to acquire a new customer than to retain an existing customer. Therefore, it's equally important, if not more, to cultivate and maintain loyal customers while attracting new customers.

How do we harness the rewards of a successful marketing plan and transform the audience it generated into long term, repeat, supporting, partners in our future success? What steps can we take, what actions ensure such an honor?

Make customers love your products and services

Products and Services are the base of a business. They're not only important factors that can distinguish you from your competitors, but also due to keep customers coming back repeatedly. Products and Services loved by customers often have something in common:

  • Realize promised value: Have your products and services performed as advertised? If yes, customers are kindly to stay satisfied with your products and services even though they may have higher expectations. Sure, it will be much better, if you give customers more than you promised.
  • Deliver a pleasant user experience: Customers are people; people have emotions. Bringing a pleasant experience to the users can produce great influence on improving customer loyalty and spreading your brand. This requires you to invest in the usability, design and interactive experience of your products and services on top of just features. As to how to know customers' real feelings about your products, social media can be a great tool; you will not find a more unfiltered source of data.
  • Provide dedicated support: Service is the most direct way customers feel their importance in your business. Be responsive and helpful whenever customers need your assistance, from pre-sales queries to post-sales support. Let the customers know you are always standing by.

“Quality in a product or service is not what you put into it, it is what your customer gets out of it” ~ Peter F. Drucker

Learn from lost customers

When customers stop using your products and services, you lose them. Do you know why each of the customers leaves you?

It would be helpful to create a lost customer database which includes the following:

Reason: Why do they give up on your offers?

Lifetime: How long have they used your products and services?

Solution: How to convince them to continue using your products?

Requesting such feedback and creating a database on the findings can help you with identifying root cause of your client loss and equally important, preventing future losses. It will give you insights on better serving your current patrons. As we know; happy customers will bring you more customers and opportunities while unhappy ones may cause public relation crises.

“Your most unhappy customers are your greatest source of learning” ~ Bill Gates

Nurture your supporters

Treat customers as individuals as not everyone responds to event the most sincere gestures in the very same manner. Customize interactions and correspondence; track personal trigger points and reference them when connecting.

Ask for feedback from your repeat patrons and by all means, respond and / or act upon these highly valued nuggets to provide assurance that you are in fact listening.

“Loyal customers, they do not just come back, they do not simply recommend you; they insure that their friends do business with you” ~ Chip Bell

How to Handle Customer Complaints Properly to Build Business

Every business receives customer complaints. If you want to build your business you must pay attention to the complaints and resolve them quickly and positively.

Every business receives customer complaints. If you want to build your business you must pay attention to the complaints and resolve them quickly and positively.

How Can You Save Your Time and Money While Cleaning Your Floor Tiles and Garden?

Cleaning the floor and the garden is unduly the most hectic job on the planet and people have to spend hours to mop the tiles and crop the plants in the garden. This time, if saved, can be utilized to do some productive work on the kitchen or help kids with their homework. It gets…

Cleaning the floor and the garden is unduly the most hectic job on the planet and people have to spend hours to mop the tiles and crop the plants in the garden. This time, if saved, can be utilized to do some productive work on the kitchen or help kids with their homework. It gets pretty frustrating when the stains or spots can not be removed, making our manual work go in vain.

However, using the help of the professionals, the work get reduced to a certain extent. But one needs to spend huge sums from his pocket in order to get the job done. Spending a large amount of money every time is not a great solution, so encouraging people to look for other options for this situation. The quickest resolution that one can think of is purchasing appropriate advanced equipment that can satisfy your cleaning needs.

Since the hybrid equipment are ruling the market, people have inclined their interests in purchasing more of them to save their time, money, and energy. The main hybrid machines for floor cleaning are hot pressure washers, cold pressure washers, wet & dry vacuum cleaners, and more. The reason behind their rapid increase of purchase is that these machines come with dual or more functionality, which helps the cleaner to mop as well as deep cleanse the tiles and pavements and make it shine instantly.

On the other hand, getting advanced lawn mowers can help you to get rid of the plants and climbers that you want to uproot from your garden. Uprooting the plants from the soil give an ample place for your garden. You can decorate your lawn with seasonal flowers, colorful stones, herbs, and more. Trimming the grasses and the trees bestow a pleasant and a beautiful look to the outside ambiance.

These equipment used for the cleaning purpose are fast, takes very less time, and can be purchased at an affordable price. Having them at your home will reduce your excess physical labor, keep you stress-free, and save a whole lot of money. The biggest advantage is that you get free of all the physical pain that you have to go through mopping, vacuuming, cleaning, and other processes.

The dual-functionality of the machine make them highly useful and provides a comfort level to the users. Using them does not seem to be hard. The dual-purpose of this equipment comes in handy and help the owners to get rid of every liquid and solid waste easily.

Communication Is Essential to Good Customer Service

All the years I have been in the heating and air conditioning industry, the number one complaint I have heard is poor communication. Good communication, not with just customers, but also with-in the company is what can separate an excellent service provider from an OK one. Being able to relay proper information both external (customers)…

All the years I have been in the heating and air conditioning industry, the number one complaint I have heard is poor communication. Good communication, not with just customers, but also with-in the company is what can separate an excellent service provider from an OK one. Being able to relay proper information both external (customers) and internal (fellow employees) face to face, over the phone, via email, or texting in an effective and clear manner can make a big difference in customer satisfaction and retention as well as work place culture.

LISTEN! You need to be attentive and listen to what your customer is saying to understand their need. Communication can be verbal, nonverbal, written, or visual. Talking in person or on the phone can be a benefit, as you can pick up on facial expressions, hand gestures and voice tone to help you understand what your customer is trying to say. You should convey back to them what you heard, reiterating what they stated to make sure you understood them, and it also lets them know you were listening. If they are upset, be sure to respond in warm and kind tones as not to make a possible bad situation worse.

Another aspect of good communication is picking up on your customer's own style. We all communicate with our own style and personality traits. Is your customer quick and concise, or do they like small talk? Do they add humor to the conversation or are they serious? When responding, try to match your customer's communication style. If they are serious, be serious and do not start telling jokes. If they appear in a hurry and just want the facts, then keep it concise and to the point. If they like small talk, be ready to listen and offer some small talk back. Try to see things from your customer's point of view and keep that in mind as you speak with them.

There are several points of contact a customer can have with an HVAC service company where good communication is important:

· Receptionist – typically in person or over the phone. Many times, this is the customers first impression of the company.

· Dispatch – typically over the phone and email, but many companies are now having dispatch personnel meet customers to make it more personal and not just a voice on the phone.

· Field Supervisors and technicians – in person, phone, email, or texting. In my opinion, one the most important aspects and best impression of the company is the field personnel. They spend the most time face to face with the customer working directly with them to solve their HVAC problems … “on the front line!”

· Account Manager – in person, phone, email, texting. I view the account manager as a relationship between the customer and the company. Overseeing the account while helping with customer's needs, helping resolve any issues and providing solutions, while keeping the companies best interest in mind.

For more information and expanded article on this subject, visit my blog listed below.

How Can You Make Your Customers Love You? Become the Gamgee

If you want your customers to truly love you; to be loyal to you, you must realize your place in their life. Your business may be great. What you sell or provide might solve your ideal customer’s problem to a “T”, but the sooner you realize your business has actually very little to do with…

If you want your customers to truly love you; to be loyal to you, you must realize your place in their life. Your business may be great. What you sell or provide might solve your ideal customer’s problem to a “T”, but the sooner you realize your business has actually very little to do with you, the more successful you will be.

NPS Score Is Not a Silver Bullet

When net promoter scores were first introduced in 2003, they were seen as a scientific way to measure customer satisfaction for the purposes of improving performance. In the 13 years since, however, companies that have embroidered the scores have had a tendency to pay so much attention to them as to neglect other, more important…

When net promoter scores were first introduced in 2003, they were seen as a scientific way to measure customer satisfaction for the purposes of improving performance. In the 13 years since, however, companies that have embroidered the scores have had a tendency to pay so much attention to them as to neglect other, more important things. What needs to be understood is that the NPS score is not a silver bullet that will guarantee happy customers by itself.

The entire NPS system is built on a single question that goes something like this: how likely are you to recommend our company, products, or services to a friend or colleague? Customers are asked to answer based on a scale from 0 to 10. People scoping between 9 and 10 are considered promoters who are most likely to talk about their positive experiences with others. Customers scoring between 7 and 8 are considered passives, while anything less than six is ​​considered a detractor.

Focusing only on a raw score is not very helpful if a company does not know what to do with that score. One of the alternatives is something referred to as the Net Promoter System. This system is designed around making companies better able to understand the customer experience behind the NPS. A better understanding of customer experience makes it possible to continue work on improvements.

Measuring Something Is a Must
Executive management can disagree over key performance indicators and the best way to measure performance. But at the end of the day, disagreements over KPIs and measurement systems can not get in the way of actually measuring something. Companies have to be able to measure the customer experience in some way, shape or form, and then act on that measurement in a real and tangible way.

The trap many companies fall into with net promoter scores is one of not actually measuring the customer experience in any meaningful way. They see a number – nothing more, and nothing less. The problem is, that number does not tell them really what it is they are measuring. And so they continue moving forward blindly, having no idea where they are going.

Measuring something – anything to get started – relating to customer experience is a must. When companies measure, they must also:

  • Do Something with the Results – Measuring the customer experience produces data that tells a company important things about its performance. More importantly, it is nearly impossible to ignore customer feedback. Lots of management data can be bandied about in weekly meetings with no real results, but customer satisfaction data stares executives in the face without mercy. They need to do something with that data.

  • Find Better Ways to Do It – Measuring customer experience is a process that evolves right alongside improving performance. The company should be seeking better ways to measure as time goes on, ways that more accurately reflect the customer experience in detail.

Pay Attention to What's underneath
The NPS score is not completely invaluable, but what's more important is what lies beneath. What drives customers to choose the scores that choose? If one is a passive, why is that so and what can be done to transform that person into a promoter?

Everything a company can do to actually improve the promoter score adds value. And as key areas are addressed, they become motivators. Seeing a more positive upward trend of scores motivates individuals and team members to do real, tangible things that will garner even higher scores.

Effectively Using the NPS
If the NPS is not a silver bullet for creating happy customers, what is a company to do? The proper way to look at this is to use a net promoter system that combines NPS with tangible goals. In other words, the company looks at its raw scores and then establishes goals that will drive them in a positive direction. This involves doing three basic things:

  • Understanding Promoters – Companies need to communicate with their promoters to understand what it is that makes them happy. Companies need to know why their promoters are likely to recommend them to others.

  • Addressing Detractors – Detractors will never become promoters if companies do not address their unhappiness. Paying individual attention to detractors in order to address their concerns is what we call 'closing the loop'.

  • Setting Team Member Goals – Management must take data from measurement systems and use it to develop team member goals. Without established goals, team members are left to interpret customer satisfaction on their own, which could lead to confusion and a disjointed approach to customer satisfaction.

It is easy to allow the NPS measurement to become a useless number or even a trap. Just remember this: NPS is not a silver bullet that will create happy customers by itself. Companies need to focus on customer experience. They need to know what drives NPS so that its underabling mechanisms can be used to turn detractors and passives into promoters.

Predictive Analytics: A Tool to Improve Customer Experience

At the end of the day, what is the strongest determiner of whether a company will succeed in the long term? It is not pricing structures or sales outlets. It is not the company logo, the strength of the marketing department, or whether the company utilizes social media as an SEO channel. The strongest, single…

At the end of the day, what is the strongest determiner of whether a company will succeed in the long term? It is not pricing structures or sales outlets. It is not the company logo, the strength of the marketing department, or whether the company utilizes social media as an SEO channel. The strongest, single most important determiner of business success is customer experience. And creating a positive customer experience is made easier through the use of predictive analytics.

When it comes to creating a positive customer experience, company executives obviously want to succeed at nearly every level. There's no point in being in business if customers are not the focus of what a company does. After all, without customers, a business does not exist. But it's not good enough to wait to see how customers respond to something a company does before deciding how to proceed. Executives have to be able to predict responses and reactions in order to provide the best possible experience right from the start.

Predictive analytics is the perfect tool because it allows those with decision-making authority to see past history and make predictions of future customer responses based on that history. Predictive analytics measures customer behavior and feedback based on certain parameters that can easily be translated into future decisions. By taking internal behavioral data and combining it with customer feedback, it suddenly becomes possible to predict how those same customers will react to future decisions and strategies.

Positive Experiences Equal Positive Revenue
Companies use something known as the net promoter score (NPS) to determine current levels of satisfaction and loyalty among customers. The score is helpful for determining the current state of the company's performance. Predictive analytics is different in that it goes beyond the here and now to address the future. In so doing, analytics can be a main driver that produces the kind of action necessary to maintain a positive customer experience year after year.

If you doubt the importance of the customer experience, analytics should change your mind. An analysis of all available data will clearly demonstrate that a positive customer experience translates into positive revenue streams over time. In the simplest terms possible, happy customers are customers that return to spend more money. It's that simple. Positive experiences equal positive revenue streams.

The real challenge in predictive analytics is to collect the right data and then find ways to use it in a manner that translates into the best possible customer experience company team members can provide. If you can not apply what you collect, the data is essentially useless.

Predictive analytics is the tool of choice for this endeavor because it measures past behavior based on known parameters. Those same parameters can be applied to future decisions to predict how customers will react. Where negative predictors exist, changes can be made to the decision-making process with the intent of turning a negative into a positive. In so doing, the company provides valid reasons for customers to continue being loyal.

Start with Goals and Objectives
Just like beginning an NPS campaign requires establishing goals and objectives, predictive analysis begins the same way. Team members must decide on goals and objectives in order to understand what kind of data they need to collect. Furthermore, it's important to include the input of every stakeholder.

In terms of improving the customer experience, analytics is just one part of the equation. The other part is getting every team member involved in a collaborative effort that maximizes everyone's efforts and all available resources. Such collaboration also reveals inherent strengths or weaknesses in the underlying system. If current resources are insufficient to reach company objectives, team members will recognize it and recommend solutions.

Analytics and Customer Segmentation
With a predictive analytics plan off the ground, companies need to turn their attention to segmentation. Segmentation uses data from past experiences to divide customers into key demographic groups that can be further targeted in relation to their responses and behaviors. The data can be used to create general segmentation groups or finely tuned groups identified according to certain niche behaviors.

Segmentation leads to additional benefits of predictive analytics, including:

  • The ability to identify why customers are lost, and develop strategies to prevent future losses
  • Opportunities to create and implement issue resolution strategies aimed at specific touch points
  • Opportunities to increase cross-selling among multiple customer segments
  • The ability to maximize existing 'voice of the customer' strategies.

In essence, segmentation provides the starting point for using predictive analytics to anticipate future behavior. From that starting point flow all of the other opportunities listed above.

Your Company Needs Predictive Analytics
Companies of all sizes have been using NPS for more than a decade. Now they are beginning to understand that predictive analytics is just as essential to long-term business success. Predictive analytics goes beyond simply measuring past behavior to also predict future behavior based on defined parameters. The predictive nature of this strategy enables companies to utilize data resources to create a more qualitative customer experience that naturally leads to long-term brand loyalty and revenue generation.

Your Guide to Net Promoter

As a business owner or executive with high hopes of your company being around a long time, you often find yourself wondering what customers think about the products and services your company offers. You need a way to measure customer satisfaction and loyalty, a way that produces actionable results.

As a business owner or executive with high hopes of your company being around a long time, you often find yourself wondering what customers think about the products and services your company offers. You need a way to measure customer satisfaction and loyalty, a way that produces actionable results.

Why Cosmetic Industries Are Choosing Cosmetic Packaging At Wholesale

There are things you must know before choosing or buying cosmetic packaging wholesale. The first thing is that the design, style, and material used in creating the boxes matters a lot. Your product needs to be completely protected from damages which could possibly hinder your business from making a profit. This is why the material…

There are things you must know before choosing or buying cosmetic packaging wholesale. The first thing is that the design, style, and material used in creating the boxes matters a lot. Your product needs to be completely protected from damages which could possibly hinder your business from making a profit. This is why the material used in creating your packaging box has to be sturdy and durable to completely secure your products from any form of damages. Other features such as handles, partitions, and inserts can be created in these packaging boxes.

Choosing cosmetic packaging wholesale

Handles on the cosmetic packaging wholesale will make these boxes more convenient for consumers to carry around. Boxes with handles will reduce the stress consumers go through and also enable them to add more products to what they are buying. Inserts and partitions are also provided to completely secure products during transit. These features hold the products firmly in one place and also prevent them from colliding with each other.

Windows are also a great design on these cosmetic boxes. These window designs will help consumers to see what is inside the packaging boxes without destroying the packaging box. These window cuts can be placed on different cosmetic products such as lip gloss, mascara, foundation, eyeliner, eyeshadow, and others.

The thickness and the kind of material used for cosmetic packaging wholesale also depends on the choice of the consumer.

Main benefits and uses of cosmetic packaging wholesale

Cosmetic packaging wholesale is more beneficial for business. For businesses that want to reduce their production cost buying cosmetic packaging wholesale will help to achieve that in a way.

These boxes are also created with premium materials and technology to make them more attractive to consumers. Windows on these boxes help to increase the visibility of your cosmetic product. Consumers can easily see what is inside the packaging box and make the move to initiate a purchase.

These cosmetic boxes are also used as an excellent marketing tool to increase sales. In order to create more brand awareness the business logo, business contact address and other vital information about the product can be printed on the packaging. Other specific information about the product can be printed.

These boxes are also printed with special features like inserts and partition to secure the product during transit. The benefit of this is that you can transport more product at a time and also prevent loss from damages. The neatness and bright color of the product's bottle will also be maintained for as long as the product remains on display. These boxes help to prevent dust, moisture, and even heat from coming in contact with the product's bottle.

Printing cosmetic packaging wholesale

Cosmetic packaging wholesale does not only reduce your packaging cost but also help to increase sales. These boxes are printed from premium cardboard materials and technology to meet the packaging needs of the product and consumer. Modern printing technology such as the digital and offset printing technology are used to deliver irresistible packaging.

In terms of colors, these boxes are also printed with high color technology. Leading packaging companies to make use of modern color technology such as the CMYK and PMS color technology to deliver highly attractive packaging that will take the business to another level. To add more value and appeal to the packaging boxes finishing options such as glossy, matte, spot UV, embossing, de-bossing and others are used on demand.

Customizing cosmetic packaging wholesale

Different sizes, designs, and styles of boxes can be provided for your cosmetic packaging wholesale. These packing boxes are specially made according to the request of the customer.

Custom boxes offer a lot of opportunities to make your product stand out in the market. The packaging box is the first item that consumers comes in contact with so creating unique packaging for your product will enhance your business reputation and sales.

However, in order to create custom cosmetic boxes leading packaging companies offer free template designs to their customers. These template designs help to inspire the customer to choose a unique design or style of boxes for the product. Most packaging companies also offer hundreds of template designs free of charge in order to reduce the production cost of the packaging boxes.

Cosmetic packaging wholesale: Hiring a professional

The competition among manufacturers of cosmetics products is increasing every day. In fact, a lot of products are being released into the market on a daily basis and this makes it difficult for consumers to make their choices. In order to standout leading cosmetic companies deliver their products in highly attractive and quality packaging boxes to achieve their business objectives. In a nutshell, hiring a packaging professional is highly beneficial to your business. You will experience a tremendous increase in sales and business growth.

How to Increase Customer Satisfaction With Quality Customer Support

Every business operating in today's market has to have some sort of office that caters to the needs of their clients. Typically, this comes in the form of customer support. However, it's one thing to have a client relations division, and another to ensure that each client gets the best services possible. In many cases,…

Every business operating in today's market has to have some sort of office that caters to the needs of their clients. Typically, this comes in the form of customer support. However, it's one thing to have a client relations division, and another to ensure that each client gets the best services possible. In many cases, this means a team that can respond to client requests within the same day that the request was received. This type of service alone can be the deciding factor on whether clients stay with you or try one of your competitors. This can have a huge impact on the overall satisfaction of each of your clients.

Keep consistency with each client:
It can be frustrating for the client to start off their service with your company with one operator, then get transferred to another to the next stage, then another. A great and easy way to increase customer satisfaction is to keep a single point of contact for each client. This will allow them to build a relationship with that specific representative within your company, and have one point of contact to get any of their questions answered. Contacting someone within your company for sales, questions, and various other services that you might offer should be an effortless process. Fragmenting this process can lead to frustration on the client side. Providing your staff members with all client related information is extremely important in keeping this type of service functional.

Customer support online is one of the best ways to increase customer satisfaction:
The FAQ section of your website can be extremely powerful in providing your clients with a large amount of standard information about the process, products, and services that your company offers. This can be a one-stop-shop where clients can get the information they need immediately, without having to send an email and wait for a response. This will also free up your staff members to answer the more important questions that your clients may have. Keep this section clear and concise so that your clients do not have to search too hard for the information they need. As you build this section over time, use the most frequently asked questions that your clients ask.

Offer diverse contact channels:
Contacting companies through a phone is still the most popular method of customer support on the client side. It offers more immediate responses and allows the client to better and more quickly explain their needs. However, there are a variety of methods that can be used, and it's never the case that clients all prefer the same contact method. As such, it is also important to have email and mail contact information. One method that is becoming more popular is the chat contact through a website, allowing the client to directly contact a representative from your company online in real time. A nice bonus is that all of these contact methods allow the changes to be recorded and tracked, which can be used in analyzes to further enhance these features.

Connect with the clients:
Contact with your clients is important. There are various methods to accomplish this, and all can provide a better experience for your clients. These methods will allow you to handle any potential issues before they actually become issues. They are also straight forward, easy to maintain, and keep your clients happy.

Is The Customer Always Right?

“The Customer is Always Right!” Many businesses live by and preach this phrase. But is this a good strategy to follow? Probably not… but which question should be asking instead? Learn why not all customers are worth keeping.

“The Customer is Always Right!” Many businesses live by and preach this phrase. But is this a good strategy to follow? Probably not… but which question should be asking instead? Learn why not all customers are worth keeping.

Five Steps of Service Executed By Apple Service Centers

Apple is one famous brand for gadgets like computers and mobiles. Every time the latest range of Apple products is out, people go bonkers over it. This is due to the fact that Apple has always offered a new and innovative experience to its customers. No doubt most of the customers do not even require…

Apple is one famous brand for gadgets like computers and mobiles. Every time the latest range of Apple products is out, people go bonkers over it. This is due to the fact that Apple has always offered a new and innovative experience to its customers. No doubt most of the customers do not even require a lot of convincing to buy Apple products. Not just this! Apple is also famous for its after sale services delivered by authentic Apple service centers. These service centers have a skilled and trained team of professionals who not just fix Apple product problems but also educate the customer on how to use the device effectively.

The Apple service center has formed an effective method of training its employees to communicate with the customers and deliver them efficient solutions. It's called ” The Apple Five Steps of Service ” and every employee at the Apple care is given proper training with regard to these five steps.

Let's go through the explanation of each step.

Step 1

Approach with a personalized, warm welcome. The first impression is the last impression, so employees must make sure to greet every customer in a friendly manner. This covey your commitment to customer service and forms a great impression on the customer. The first few seconds of the interaction form the customer's perception about the experience, so you must ensure to make those seconds count.

Step 2

Probe politely to understand all the customer's needs. Every employee should first ask a few closed and open-ended questions to better understand the customer's needs. With more questions an employee asks to the customer the better he will be able to match the customer with the right product. So as an employee, you must ask the customer about his budget, the purpose of buying a specific product and also ask if the customer is buying the Apple product for the first time. This will certainly help the employee understand the needs of the customer in a better way and hence will be able to guide efficiently.

Step 3

Present the solution for the customer to take home today. Apple specialists are not focused on selling a particular product but rather their focus is on enhancing their customer's experience. This means that if a customer does not wish to buy a product today, then the employee should provide him with a solution rather than asking him to buy the product now. As an employee, you can simply ask the customer to shop online or show him how he can buy the product later and also tell him about personal pickup. At the Apple store, the employee's aim is to bring the customer back to the store.

Step 4

Listen for and resolve any issues or concerns. Sometimes customers are not able to express their concerns more clearly. The Apple store specialists are trained to find out those concerns and provide the customer with some additional information that may be useful for them. A specialist must spend time to unforgettable those hidden concerns of the customers and give them an appropriate solution.

Step 5

End with a fond farewell and an invitation to return. While wrapping up the conversation, an Apple specialist always tries to give the customer a reason to come back. Even if the customer has bought the product, you must encourage him to come back and know the latest tips about using the product. An impression ending is equally important as an impression beginning of a conversation.

At the end of the conversation, the customer visiting Apple service center should feel an emotional bonding with the employee he spoke to. He should feel free to return any time and know more about the product he bought or wish to buy. This is how an effective customer service should be.

The Golden Goose of Subscription Business Models Takes Special Handling to Thrive

Subscription models are often viewed as the proverbial Golden Goose. Businesses can count on receiving a consistent amount of revenue each month, which allows them to better forecast future profits. However, there are a few pitfalls to watch out for. Businesses selling subscriptions must make sure their customers fully understand and explicitly authorize charges on…

Subscription models are often viewed as the proverbial Golden Goose. Businesses can count on receiving a consistent amount of revenue each month, which allows them to better forecast future profits. However, there are a few pitfalls to watch out for. Businesses selling subscriptions must make sure their customers fully understand and explicitly authorize charges on a recurring basis. Customers must feel that they are getting good value for their money. In addition, companies must make sure customers are able to conveniently cancel their subscriptions if they want to. If not, customers are likely to complain in public channels and reverse transactions (at a great cost to you) on their credit cards. Lack of transparency, and poor customer services can lead to consumer frustration and bad press, as happened with JustFab. The JustFab company Fabletics sells athletic apparel on a subscription model.

Case in point:

In 2015, BuzzFeed News investigated persistent customer complaints relating Fabletics, a subscription service by Kate Hudson that sells women's sports apparel. Customers would pay each month and receive a selection of athletic gear in the mail. According to the complaints, many first-time shoppers did not realize that they were signing up for a subscription as opposed to making a single purchase. The complaints became so numerous that JustFab, Fabletics' parent company, paid $ 1.9 million in 2014 to settle a consumer protection lawsuit which claimed several of its brands, including Fabletics and ShoeDazzle, failed to clearly explain their terms of service to customers.

“We were concerned that consumers had signed up for essentially a shoe or an outfit of the month club without enough disclosures where the consumer could determine that,” Kelly Walker, assistant district attorney for Santa Cruz County, told BuzzFeed news. “This is becoming a business practice that we're becoming very concerned about.”

“JustFab made cancelling its service difficult.”

The JustFab website referred to subscriptions as “VIP Memberships”, leading to consumer confusion. The company also made cancelling the service difficult. Customers could not unsubscribe from the website directly. Instead, they had to call the customer service line of whatever subscription they held – a process which, in the case of Fabletics, only took about six and a half minutes, but included at least one transfer and two pitches to avoid cancelling.

“A difficult cancellation process decreases customer satisfaction.”

Making the cancellation process difficult extremely decreases customer satisfaction. In the case of subscription services, if a customer wants to leave, it's best to let them go without a fuss. Impeding the cancellation process by making it technically difficult, or by arguing with the customer, or even offering them an alternative deal, makes customers feel like they've been conned, and they're more likely to file a public complaint.

JustFab made one more mistake by not removing its customers' payment data instantly. This meant some shoppers were allegedly billed after cancelling, further increasing the risk of chargebacks.

Having jumped through this hoop, customers found that this process only deactivated the service; customers who wanted to remove their credit or debit card information had to make additional phone calls to erase their data completely. Trying to do so online proved fruitless. The Fabletics website only allowed shoppers to update their card information, not erase it. In addition to this difficult process, some customers complained JustFab still charged them after they canceled their accounts.

Fabletics cave customers the option to skip a particular month if they chose, but the process to do this was cumbersome. Customers had to remember to log into their account by the 5th of the month and click a button to opt out.

Fixing the situation

To its credit, JustFab has taken measures to improve its subscription model and customer service. In addition to hiring executives to exceed customer satisfaction, it also selected a third-party auditor to review its current processes.

Businesses hiring to use a subscription model should look to JustFab's earlier practices as an example of what not to do. Although Adam Goldenberg, one of the company's CEOs, complained complaints only came from a fraction of their customer base, taking away a customer's agency is not a good business practice.

When customers make what they think is a one-time purchase, they do not expect to be charged month after month. Once they see the recurring bill, the first thing they'll do is call their bank to dispute the charges. If enough banks issue charges against a particular business, that company could incur high fees, fines, or be forced to stop accepting credit cards outright.

Instead of following directly in JustFab's footsteps, subscription services need to clearly disclose their terms and cancellation process. They need to make it easy for customers to cancel. They also need to immediately delete the payment information of any customer who chooses to leave. Companies that make their customers feel secure, well cared for and empowered will be the ones that profit from subscription models in the end.