Embracing the Concept of Customer Advocacy

You have done an excellent job of getting people to embrace your brand in a really substantial way. Social media really helped you to accomplish that and now you are at the point where your clients and prospective clients are totally involved with what you are doing and what you are offering. That is not…

You have done an excellent job of getting people to embrace your brand in a really substantial way. Social media really helped you to accomplish that and now you are at the point where your clients and prospective clients are totally involved with what you are doing and what you are offering. That is not only beneficial for the obvious reasons but those clients and prospects also have the ability to become loyal advocates for your brand.

Handle advocacy with kit gloves
What drives your clients and prospects to sing the praises of your brand is based on emotions. You are aware that emotions are delicate and if you do not treat that connection and that loyalty carefully, it may not stay with you indefinitely. You certainly do not want that to happen.

If you play your cards right, you have the potential not only to turn those clients and prospects into permanent loyalists but you also have the potential to gain even more loyalists through the connections of your existing loyalists. The situation has the potential to go viral, which is the ultimate prize for your business.

When it comes to your prices, if you have clients who have been with you for a while, you may want to continue to offer those clients the old prices even though you may have raised your prices for new clients. That alone will satisfy your loyal clients in general and that can definitely act as an incentive. You will want to explain that you are giving those people a price break because they are loyal to your brand and you value that a great deal.

Another way to bond with your loyalists is by offering them discounts whenever possible. Everyone likes to feel that they are getting a bargain and it really will not cost you that much to offer a discount despite what you get out of it will be really positive.

At this point, you may be wondering how you get your clients and prospective clients to become loyal to your brand. Well, there are a few different types of loyalists which you should recognize.

  • First, you engage your clients and prospects: If you are taking this step, it means that your clients have had a number of positive experiences with your brand. They are at the point at which they want to be engaged by you. One way to determine that they have had positive experiences is if they have bought more than one of your offers (or one offering more than once). The fact is that they would not have bought anything from you more than once if they were not happy with the first purchase. At this point, the connection that your clients have has existed for some time. This is a good stage for you to start to gather metrics so that you can determine what you are doing right and what you need to tweak. Of course, those metrics will not be the same for every business because each business has a different set of needs. At the same time, there will be some metrics in common with all (or most) businesses. Only you will be able to determine what works for your particular business.
  • Second, you create a lot of excitement in the client: Your goal is to get your clients to tell other people about your brand. If you are going to succeed at that, you will need to get them really excited about what you are offering. If you offer them incentives, discounts, etc., they will get excited and they will feel that you value their opinions and their business. What they will return to you in kind is that they will tell their friends, family, collections, etc., about your brand and about your offerings. That will increase your span and bring more loyal clients to you at some point (hopefully, in the near future). Because of the fact that the new connections are connected to people with what you already share some sort of relationship, they are good-quality connections for you. Once you are certain that there is an established connection, you can start to connect with those people directly.
  • Cultivate new loyalists: Just like it is with any new relationship, you must take care to nurture it with love and tenderness. You are in the process of building a solid relationship with new loyalists and you should treat them with the same amount of care that you would treat anyone with what you are building a relationship. You want to communicate clearly with them that you value their loyalty and their connection with you and with your brand. This is a sensitive stage in the relationship-building arena so make sure that you treat it as such. Your care and attention will certainly pay off.
  • Long-standing loyalists: All of your loyalists are extremely important for your brand. You must consider them in that way at all times. Loyalists who have been with you for a long time are certainly no less important than new loyalists. In fact, existing loyalists have gone to the next level of loyalty and you should acknowledge and show your appreciation for that. They should be treasured by you. After all, you want to ensure that they remain loyalists to your brand.
  • The loyalist who is all in: This is the loyalist who is loyal unconditionally. That person will pretty much do whatever you ask. That type of loyalist is rare and should be treated accordingly. In fact, you can not hope for a person who is more dedicated than the loyalist who is all in. If you have any of those, you should consider yourself extremely lucky.

Conclusion
Loyalists are so important for the success of your business and they do not come along all that often. If you are lucky enough to have loyalists to your brand, you should treasure them and realize that you are definitely doing something right as far as your business is concerned.

There are several ways to attract loyalists, including making connections with influencers. If you can turn influencers into loyalists, you have gotten a hold of the holy grail. It can not be better than that. A loyalist (or brand advocate) will always be willing to speak on behalf of your brand, which will pave the way for you to achieve even greater success for your business.

How Can You Recover From Customer Service Blunders?

Every day for the last week my newsfeed has been riddled with customer service disasters, and it really brings three issues to light: Right or wrong, it happens to everyone, There is more than one side to every story, and; The speed at which bad public spaces is lightening fast. So, what do you do?…

Every day for the last week my newsfeed has been riddled with customer service disasters, and it really brings three issues to light:

  • Right or wrong, it happens to everyone,
  • There is more than one side to every story, and;
  • The speed at which bad public spaces is lightening fast.

So, what do you do? What lessons have we learned as we witnessed (rather publicly) the good, the bad and the ugly of bad customer service:

1. Offer a sincere apology – both personally and on Social Media – quickly. The catch here is that there are two levels of response. The first is to the customer that you provided poor customer service to – contact this person directly, not via Social Media channels, and offer a sincere apology for what happened. See what you can do to remedy the situation, and insure them that you will review what happened. If possible, set up a call so the sincerity of your apology can be clear. Your second response, if the incident was posted to Social Media, would appropriately be to post an apology on the relevant channels as well.

2. Take responsibility – while initially you may not know how service went awry, it did. Review what processes failed and how to improve upon them.

3. Talk to your team – Does your team have what they need to offer excellent customer service, how can processes be revised to give them what they need? Did the poor customer service happen because training was lacking? Because communication was not open enough? Did your team member not feel comfortable to reach out after business hours for help? This is a constructive opportunity for the team to become a tighter and more informed unit. Embrace it!

4. Follow up – after you review with your team the highs and lows, and develop a plan to avoid such customer service mishaps in the future, reach out to your less than satisfied customer and ask them to be a part of the solution. Inform them the changes you've made, and ask for their input.

5. Try not to take it personally – as business owners we're not perfect, and neither are our staff. Even with the best of intentions, bad customer service does happen. Accept it as an opportunity for growth and development.

And of course, not all customer service blunders require a radical overhaul of your team processes. Sometimes an apology is enough, and then its time to move on. There are customers that will never be happy with what is offered, and as the business owner, you really need to dig deep to hear the full account of what happened. Do not be quick to blame your team, they may have been offering as much as they can, and were being faced with a difficult customer, determined not to be happy.

Deep breath – you've got this!

We want to hear from you! What challenges have you faced in the last 6 months, how did you overcome them? Let's learn from each other!

Dealing With Equipment Failures

Let's see what you can learn and do something about failures. First of all it is pertinent to change the culture of thinking within the organization about approaching failures-time and again which is related to equipment. Start preparing your people to at least visualize failures from a thought perspective. Technically speaking, we are not specifically…

Let's see what you can learn and do something about failures.

First of all it is pertinent to change the culture of thinking within the organization about approaching failures-time and again which is related to equipment. Start preparing your people to at least visualize failures from a thought perspective. Technically speaking, we are not specifically talking about failures … but rather hurdles that lead to overall failure of an establishment's objectives. These could arise from even the simplest of issues like limited space. However, these hurdles / challenges are strangely interesting and usually force us to think out-of-the-box from layout / installation point of view.

Try to identify the scope of hurdles and work on a scope hunting exercise to give you two to three potential solutions. For example, while installing a particular type of equipment in x outlet, you had to go through a set of challenges. Now, you are planning to install the same equipment in y outlet. Have you listed down the points that were taken to tackle the issues then for x while installing the said equipment? If yes, good … you already have the solution and you can start adding them right away before installing. If no, you can set an investigation team to find out how that outlet overcame those challenges. It would be quite possible that many people who were in charge of that exercise might have left the organization by now. This would be an additional challenge to reach out to them and find out the answers. This episode gives you a hint on two important lessons: always have a log book to note down key issues within an outlet and maintain a good relationship with all employees when the leave your organization-although the latter would become extremely vital only if you have failed on the former instance miserably.

In the commercial kitchen equipment space, one has to understand that there will be certain situations which will be unprecedented. Not all situations can ever be in your complete control all the time. Here, whenever there is a worrisome situation, simply relax, breathe in and breathe out first. Take time and then think diligently what could be done. If you had faced the situation before, you would sort out the challenge easily, no matter how difficult it is. Then why worry in the first place.

What happens when it is a new hurdle for you? The situation can be controlled and with the help of social media. It is common to be a part of WhatsApp groups that have like-minded people (some of them would be your friends) who can help you address your challenges. Please drop a post and you would certainly get answers telling you the initials steps to be taken. In the meantime, you can also follow up with the company that has supplied the product, and search for the warranty contract that the company is bound with.

The point of writing these simple things is to make sure that you do not lose your thinking mind when you go through such challenges. They are inevitable. They are bound to happen to you sooner or later. So, take them in your stride and move on. There can never be anything more important than moving on and making that equipment work again for you.

Professional Digital Marketing Agency – Why Choose Them for Your Business?

The digital marketing has created a lot of buzz in the market and people are choosing this particular platform to expand their business in various markets. The companies are hiring professionals who can help the business and make the fight the competitors in the relevant field.

The digital marketing has created a lot of buzz in the market and people are choosing this particular platform to expand their business in various markets. The companies are hiring professionals who can help the business and make the fight the competitors in the relevant field.

5 Ways To Boost Conversions With Dynamic Content

Boost Conversion Through Dynamic Content Using 5 Major Ways Your chosen dynamic content has already worked a long way to gain ultimate satisfaction to your website. You have already increased the current conversion rate of your firm. But is that all? Well, not exactly. As technologies and Google algorithms keep on changing on a flexible…

Boost Conversion Through Dynamic Content Using 5 Major Ways

Your chosen dynamic content has already worked a long way to gain ultimate satisfaction to your website. You have already increased the current conversion rate of your firm. But is that all? Well, not exactly. As technologies and Google algorithms keep on changing on a flexible count, therefore; you have to shift your services too, to make the content promoting. And for that, expert advice and guidance are all that you need.

Learn more about dynamic content:

Before proceeding further and learn more about ways to boost conversion with dynamic content, it is mandatory to get a basic idea on what dynamic content is. The main function of this content is to increase the conversions by going through an additional client experience. This content makes the experience more intuitive and applicable. Furthermore, multiple technologies are implemented in the same by decreasing the current amount of redundant and unwanted information. It further helps in eliminating the use of friction by providing the next best logical step in the current discovery process.

Additional services to watch out for:

Most of the dynamic contents require centralized client information, which is well structured and maintained. This content can further provide plugins of CRM within an integral environment. Moreover, the significant dynamic contents are mingled well with the CRM, with the help of an API. The reputed content manager helps in assembling some of the separate informative bases, as integrated within a centralized CRM. They can further work wonder for collecting user related information.

Increase the current conversion rates:

The main aim of dynamic content is to convert generic browsers into competent customers. The way in which the content has been organized can always offer you with a quality result. And using some added points can further help you to use dynamic content in a promising manner, to boost the current conversion rate.

1. Nurturing contacts depending on challenges:

Sometimes, you might have to work on best dynamic content for boosting workflow in emails. For that, you need to start the work by nurturing contacts, depending on the challenges or the goals. In case, your firm enterprises of robust content strategy, and the content is used for reflecting various challenges, then this step is meant for you.

You can try to incorporate standard workflow with the smart content emails. That helps in sharing content, used for supporting the nuances and goals of multiple personas. Each email consists of two versions; email targeting and default email. Always try to work on the default, which will help in creating a content persona.

2. Going for data-driven recommendations:

Recommendations can always help you to gain loads of attention, especially when associated with e-commerce sites. These websites are mostly associated with the personal content, and even use central elements of services. Some of the recommendation boxes are used to guide users consciously through the current buyer's journey. It starts with the discovery of the item to its proper shipment. And for all that, you can try to provide some relevant content, for avoiding any problem later.

And the best part is that recommendations are not just restricted to e-commerce services. These are further used for powering up personalized contents on some of the portals, and even on some said dating platforms, too. And if your website is working on multiple ideas, then it is always important for you to add on a recommender system, for better help.

3. Working with the dynamic content blocks:

While working on better revenue for your firm, you might want to work on marketing automation tool. And the dynamic content block is an integral part of it. In case, you are lucky to possess this advanced feature; then you can hook up with the landing pages and get it reach to a new level altogether. Make sure to use the same content for website and landing pages.

Before you get to add dynamic content to the landing page, make sure to work on some points first. You have to work on the data point first. This data point is used to change the current content code. It can be used for showing some different contents. And some points include job title, lead score, and stage in buying cycle and what not. You even have to work on created content and content blocks for further services.

4. Enhance your site search:

With the proper introduction of dynamic content, you have the opportunity to enhance the current search ratio of your site. With proper content, navigation problem will be a thing of past. And the site's search ratio can provide a great impact on current conversion rate. You can look for some of the multiple tricks for turning search into conversion tool. And adding dynamic content can offer you with a quality result. You need to work on listing page reordering too, for a better result.

5. Work on the banners:

Dynamic banners are defined as the outmost frontier of any dynamic content. These are used for preserving the experience, even when the visitor left your site long ago. These banners are primarily available in retargeting formations and can be a great substitute for the static ads and sloppy texts. These are noted as offsite transmission and come handy with some technical prerequisites.

Following these five ways can help in boosting your current conversion rate, with major help from dynamic content. Just be sure to procure help from experts, with years of experience in content creation. This will help you to provide qualified help, as and when asked for.

Amazon Is All Set To Unsettle The Call Center Outsourcing Industry

After creating a niche in the retail industry, Amazon is all set to occupy the call center industry. This is certainly a big threat for the businesses in this industry, as Amazon is known for its ability of assessing the target market and coming up with groundbreaking solutions that are armed to swing competitors. Founded…

After creating a niche in the retail industry, Amazon is all set to occupy the call center industry. This is certainly a big threat for the businesses in this industry, as Amazon is known for its ability of assessing the target market and coming up with groundbreaking solutions that are armed to swing competitors. Founded in the year 1994 by Jeff Bezos in Seattle, Washington, Amazon is a leading e-commerce and cloud computing company. The main factor that distinguishes this organization from its competitors is how it has strategically acquired a huge share of the international retail market. If you evaluate the brand's logo then you can see there is a smiley shaped pointer that points from A to Z. This logo signifies that Amazon is happy to serve you with anything and everything you need, from A to Z. Amazon is one amongst the the largest beneficiaries of the internet business boom and will soon revolutionize the call center industry.

Cloud-Based Tools
According to reports, the multinational enterprise is developing a cloud-based tool that can be sold to commercial organizations. This tool can be used by enterprises for managing customer care and for providing customers dynamic assistance. It is anticipated that Amazon's digital assistance tool will answer customer's questions via phone call as well as text messages. Now, this is a big threat for call center outsourcing service providers, as this technology will abolish the need for call center outsourcing services. Apart from this, this technology will drastically affect employment in the outsourcing industry, as digital assistance and chatbots will reduce the need for human work resources. Amazon is bringing chatbot Lex along with a text-to-speech program, Polly to life and this will certainly revolutionize the business process outsourcing domain.

Amazon's debt in the call center industry is certainly a threat to outsourcing service providers. However, most giants in the domain are already making preparations to deal with this challenge. A concoction of new age technology and prolific client engagement model can certainly save customer service businesses that may dwindle due to Amazon's cloud-based tools. According to experts, the business magnate's presence in the call center industry can be trailblazing and it may set a new standard for service quality. Digitally administrated call centers can change the façade of the customer service industry and will immensely help businesses. In any case, human efficiency in catering to customer's needs should not be neglected, as human touch is an intrinsic part of the customer service domain.

Can Panera Deliver the Knockout Blow, Or Will They Miss It?

Panera has done some amazing things over the past couple of years … but are they enough to deliver a knockout blow to their competition? Only Panera knows for sure but I am hopeful they are going to deliver a big knockout punch instead of miss a huge opportunity. Based on an article in the…

Panera has done some amazing things over the past couple of years … but are they enough to deliver a knockout blow to their competition? Only Panera knows for sure but I am hopeful they are going to deliver a big knockout punch instead of miss a huge opportunity.

Based on an article in the Wall Street Journal, “What Panera Had to Change to Make Its Menu 'Clean'” the CEO, Ron Shaich, describes how they have completely changed most of their food ingredients to be much healthier and without chemicals .. kudos to him and Panera. This is a great start and something every company needs to be doing today and into the future. By doing this, Panera is definitely taking the lead and jumping out in front of many others.

But there's an inherent problem with this strategy … have you recognized it yet?

With all the good work Panera and Ron Shaich have done to change the ingredients of their food, it's still just food … a commodity. You can get lots of great food everywhere today and it because it is so readily available, it has become a commodity. And as great as their efforts are, there is nothing keeping any of their competitors from doing the same thing … or even more. That's the problem with the “commodity game”, there is always someone waiting in the wings to “one-up” you and offer something just a little bit better than what you offer. It is a loser's game.

Unfortunately, this is what most organizations miss today when they are thinking about how to differentiate themselves from their competition. They focus on their products and services and continuously try to improve them more and more to be better than their competition. They are continuously adding new features, new variations, and new versions. This is playing directly into the hand of commoditization. Anyone can improve their product to meet or beat your products and services at any time. This “leap frog” game of one being ahead of the other and then someone else leaping past them is the definition of being a commodity. And playing in this game is not only frustrating but very expensive over time.

While having an awesome product or service is a great thing, it has almost become the norm today for just about any product or service. There are just too many competitors and too many companies looking to jump in and seize the lead. It simply is not enough today to set you apart and differentiate your company … at least not for very long. It takes more to be the true differentiated leader today because someone is always waiting in the wings to “one up” whatever you offer.

Think about so many “disruptors” that entered the market in the last few years that were never on the radar screen of a particular industry and now they have a commanding position. Companies like Uber, Tesla, Airbnb, and many others. They did not exist but they saw an opportunity and so they created a more efficient model and entered these industries. Where did they come from? No one was even watching them and they showed up and took billions out of these industries. Do not think it can happen to your industry … think again … no industry is immune when commodities are involved.

This is the situation Panera is sitting in right now. They are sitting on top of the commodity market with the best ingredients (today) in the market … they lead the commodity space of food in their segment. Congrats to them for getting to this enviable spot! But is it enough?

I believe they are well positioned to deliver the “Knockout Punch” if they recognize and seize the opportunity … but will they recognize it or miss it?

Here's the Knockout Punch … adding an incredibly remarkable CUSTOMER EXPERIENCE to their existing leadership position with their products !!

That's it … that's the killer blow that could deliver to their competition. If they added a WOW, blow your mind customer experience to their stores to complement their existing great products with great ingredients, who could touch them … no one. This would put a huge gap between them and any competitor in their space … and for a long time. This is what would take them out of the “commodity game” and put them into the “Customer Obsession” game.

If they invested in designing a customer experience that was so much better than their competitors they would dominate their industry … period!

Why? Because even if someone came in and offered similar great products their customers are very illegally to defect to the competition if they absolutely love the way they are being treated. It is proven that customers are illegally to leave if they are getting an incredible experience. In fact, they are also willing to pay more for this experience as well.

So in the case of Panera, they are sitting on an incredible opportunity … capitalizing on their great work with their ingredients and products by offering an awesome customer experience to complement their leadership in the commodity space. Giving their customers and experience that rave about and food made from better ingredients is the “one-two knockout punch” they need to really set them apart from their competitors.

Will they recognize this opportunity or miss it? Only the CEO, Ron Shaich knows the answer to this question. If he is not thinking this way, I hope he reads my blog post and changes his mind. I really enjoy Panera and have spent many hours in their stores. I'm cheering for them … I want them to win. I want them to seize the opportunity sitting in front of them and create something that will truly dominate in their industry. I want to see this success story unfold …

I hope you will be watching Panera over the coming months and years to see if they recognize the opportunity and can take advantage of it. It should be an interesting story to watch and see how it unfolds. Maybe I should drop a comment card to Ron …

But this post is not just about Panera … IT'S ABOUT YOU! Panera is a great example of a company that may be just like yours. You may be leading in the commodity space of products … kudos to you. But are you leading in the Customer Obsession space and delivering a Customer Experience that eclipses your competition? Most companies are not … in fact some of the research shows less than 15% of the companies are doing this today … that is a big green field available.

So the question is what are you doing as the leader of your company to seize this type of opportunity and really differentiate your company and put massive distance between you and your competitors? What is in your Vision and Strategy that would allow you to take advantage of this opportunity? Where is Customer Obsession on your list of priorities for your company in the coming year? These are the questions I would challenge every leader to think about and discuss with their leadership team. The opportunity is there for most companies in most industries … the gauntlet is on the ground.

If you want to know more or discuss what Customer Obsession is really all about, invest some time and a cup of coffee and I will be happy to share more about what this looks like for organizations. It might just open your eyes to the biggest opportunity your company has ever seen. What do you have to lose … staying as the commodity leader or becoming the unquestioned leader in your industry. I hope you choose the latter … it's a wonderful place to live.

One Simple Way to Improve Your Customer Experience by 100% Immediately

SHUT UP! I know … it sounds harsh but it makes the point. The key is to stop talking. It has become a “knee-jerk” reaction today to come up with excuses or reasons why you could not deliver an awesome customer experience. Employees are well armed today to do battle with any customer over because…

SHUT UP!

I know … it sounds harsh but it makes the point.

The key is to stop talking. It has become a “knee-jerk” reaction today to come up with excuses or reasons why you could not deliver an awesome customer experience. Employees are well armed today to do battle with any customer over because something did not work the way they wanted. It's become the norm, not the exception to refute, excuse away, or simply deny the situation.

Go back in time … maybe 100 years and you would see the exact opposite of what we see today. The corner General Store would never allow an employee to treat a customer the way they are treated today. Customers were valuable and the owner of the store knew it so they did whatever they could within reason to make it right for the customer. They were not armed with excuses … they were armed with solutions and friendship.

The service was personal and it was designed to find an agreeable solution for the customer and have them leave feeling like the store cared about them. The customer was important to the general store owner. It was not until mass production that this world changed. When companies started to believe they could get could simply get more and more customers easily, the game hung. Companies started to feel they could get more customers just by making a certain product or doing something a certain way. This was the point where the company took control and the customer became secondary. This became the basis of the Industrial Revolution … which we all know is long gone and dead today.

Fast forward to today and we are seeing a huge shift away from “product centric” and “commoditization” to trying to figure out a way to retain the valuable customers we have. Why? Because the customer is back in control and they have lots of choices they can make which can make or break a business quickly. We are back to the General Store mentality … the customer is actually right and has an opinion that needs to be heard.

Unfortunately, we are out of sync today. While the customer may be in control, companies and employees still have not gotten the memo about this change. They are still treating customers as if the company is in control and the customer needs to do what they want them to do.

This is a path to extinction!

One of the keys to building “totally awesome customer experiences” is to teach employees how to listen, how to ask “helpful” questions, and to giving them a specific process to truly understand what is going on with the customer. For example, one of the first places to start is the “emotional” side of the conversation. When the customer has an issue, the first part an employee needs to address is the emotional side of their concern. This is showing empathy and demonstrating that you really care how it is making them feel or how it is impacting them in some way. This is not technical or understanding the problem with the product or service, it is helping understand where the customer is coming from emotionally.

I can almost guarantee you that if you are having issues with customers and they are not having an awesome experience, this is one of the issues going on in your company. Giving employees a process and training in this area can make a dramatic improvement almost immediately after training.

Another key area is how they try to forget the true issue that is going on at the time. This is where teaching your employees good listening and questioning skills is absolutely critical. If they are able to dissect the issue with care and great questions, the customer will feel like they really want to help them get to a solution and will be extremely cooperative and forthcoming in offering helpful information. This moves the conversation from a “battle” to “collaborative” … which is a huge step.

For example, what if your employee simply asks, “What went wrong?” This will create a plethora of unfocused comments. But if the employee asks, “What specifically happened at the particular time the problem occurred?” This is now focusing the customer on a very specific question and a specific item where you can start to get deeper into what actually happened.

The bottom line is that your employees need to be trained to SHUT UP, listen, and then ask some “emotional” and “helpful” questions . This will reduce the emotion and allow you to come away with a solution (collaborating with the customer) that is a win-win for everyone. When this happens, the customer not only gets their problem solved but they now have even more respect and admiration for your organization going forward. This is what causes them to TELL OTHERS how awesome you are to deal with how helpful you are in solving problems.

If you just did this ONE THING in your company, you could dramatically improve your customers' experience. IT WORKS … and it can completely change the mindset of your employees to one where they feel they are really helping their customers. And the morale of the company increases because the employees are not thinking in terms of “doing battle” any longer but they are now thinking in terms of a “collaborative win-win” discussion. This will leave them happier and much more positive in the workplace.

Will you take on the challenge as a leader in your organization? Will you start investing in helping your employees have a much more successful and positive exit with their customers? Will you arm them the processes and tools that allow them to design solutions rather than simply sending them in to do battle? These are the questions and commitments leadership needs to make if they want to become more CUSTOMER OBSESSED and improve their customer experience by at least 100%.

If you want to know more of how this can work in your company, shoot me a message and I would be happy to explain just how this works … all for the price of a cup of coffee. After all, I would love to see your company improve your customer's experience by 100% … would not you?

How McDonald’s (and Others) Can Find Their Way Back

There have been a lot of articles talking about the big challenges McDonald's faces and how they are trying to find their way back to dominance in the fast food industry. Much of the discussion has been around their new ad agency and how they have been getting a lot wrong laately. We could dissect…

There have been a lot of articles talking about the big challenges McDonald's faces and how they are trying to find their way back to dominance in the fast food industry. Much of the discussion has been around their new ad agency and how they have been getting a lot wrong laately.

We could dissect this situation and pick it apart for many months to come and at the end we would be left with a pile of bones and no real answers. You see, from my perspective, it is actually quite simple. One key issue is that they are trying to be all things to all people … this does not work at all today in our highly personalized world where every consumer can essentially get what they want when they want it when it comes to products. This is not the answer … and coming up with different sizes that the market does not even know that they want to really misses the mark by a big distance.

And coming to the show late with offering breakfast items all day is a mere bandaid in the scheme of things. This is not new and it is not leading … it's reactionary to their competitors and complaints from customers (for many years). This may increase some short term revenue but it's going to do nothing to bring them back to dominance.

So why do I think this is simple? There's a movie set to come out talking about the life of founder Ray Kroc and the birth of McDonald's … let's start there since since it helps us see how they lost their way.

McDonald's was built on being awesome! They came up with a model to deliver mediocre food quickly and with an experience. Customers enjoyed eating in as much as using the drive through experience. And as they added playgrounds and happy meals with toys and fun activities inside the meals they continued added to the experience. Food remained mediocre and even when they added some new products they were not anything spectacular. You could always get a better burger from the local burger joint. But as they kept growing their experience they kept adding more and more loyal customers.

Sure, there were lots of other burger places … most of which served better food than McDonald's but people still wanted to go to McDonald's … especially their kids. The kids did not care about the quality of the food that they wanted to play, meet up with friends, get a happy meal and trade toys … and have fun. And yes they ate the burger and fries along the way.

To me, McDonald's lost their way when they lost sight of this simple phenomenon … the experience their customers had at McDonald's. No one ever came for the food and they still do not … you can get a better version of whatever they serve somewhere else … their food is a low end commodity. What you can not get anywhere else is the experience they used to offer. They missed it … their big agency missed it … and leadership seems to be missing it!

They forgot about what it's like to be AWESOME!

If McDonald's made a strategic decision to go back to being an experience for people they have a shot at being on top again. It's really that simple … they just are not seeing it at the moment.

Let me paint a scenario of what might happen if they started delivering an awesome experience and stopped worried about the product. To keep it simple, let's say they have two groups of customers … those that continually use the drive through windows to get their food and families. If they focused on just these two segments they could create some remarkable experiences around these where both audiences would love to come back over and over and would go out of their way way to tell their friends.

Take the drive through window experience. If you think this is an experience in ordering efficiency you are missing the point of an awesome customer experience. Sure, you have to be efficient and accurate with your handling of orders people give you … that's a basic tenant of drive through ordering. But what could they do to enhance the experience to the customer? What could they do so the customer would say, “WOW, ordering in the drive through is unlike anyone else in the industry … this is actually fun and entertaining?”

It does not take a rocket scientist to figure this one out. I could come up with at least 20 things that would enhance this experience and create this reaction. Some simple, like how they interacted with the person when they were ordering. Think Southwest Airlines and how they deliver the pre-flight speareches. They could do it like all the others or they could make it fun and something people look forward to. McDonald's could create a version of this and have some fun and entertain their customers. It is not rocket science … it's having a CUSTOMER OBSESSION focus.

Look at the second audience … families. There are so many things that they could do to enhance the family experience so that the kids would throw a tantrum if their parents did not take them to McDonald's. And think of it as a “community gathering place” where people actually wanted to meet up instead of their local Starbucks … because it is kid friendly as well. They could completely change the way people view McDonald's and actually look forward to going there socially instead of to eat.

And the best part of all of these ideas is that the food does not need to change. It can still be the mediocre low end commodity product they sell today … it is not why they are going. They can always improve the product and offerings, but without the complete change of the experience, it's just competitiveness in a commodity world of fast food … and that's a tough game to win.

So rather than worrying about offering 3 different sizes of Big Mac's and breakfast all day, McDonald's needs to fire their agency and hire a team of people that can figure out how to get back to their roots Ray started and become CUSTOMER OBSESSED. This would have more impact on their bottom line and give them a chance to once again be the dominant fast food chain in the world. Will they take on this challenge or just keep trying to win in the food commodity space. It will be interesting to watch. But without some major changes in personnel and vision, do not expect much more than a fancier Big Mac.

Win The Battle, And Win The War!

The dissatisfied customer called to complain about a late delivery, “You said the delivery would be here by noon, I took off from work to be here! It's 2pm and it's still not here and I have not heard anything from anyone! I ' ve lost a day's pay and I still do not have…

The dissatisfied customer called to complain about a late delivery, “You said the delivery would be here by noon, I took off from work to be here! It's 2pm and it's still not here and I have not heard anything from anyone! I ' ve lost a day's pay and I still do not have it.

This conversation can go any number of ways from here but clearly the business has an irate customer on the line and the person who is getting an earful can make things better or far worse. Getting into an argument with a dissatisfied customer, no matter what the reason, is a lose – lose – lose proposition!

1. You lose the profit on the sale!

2. You can lose the Customer and all the future business that customer presents!

3. You lose the people the customer talks to, and if they are angry enough they will tell everyone they know and write scathing reviews on social media also!

It's possible you might get that customer to calm down and might even feel like you won the battle – this argument, but, in all likelihood, you really lost the war – long term profits from this customer and all those who hear the story!

Studies have shown that dissatisfied customers will tell eleven people about their experience. Even worse, when they tell their story, they incorporated enough dramatic devices (voice inflection, facial and hand gestures, etc.) to make their old high school drama teacher proud. On top of that, they get to tell the whole story from their perspective because you are not there to defend your point of view.

Rather than lose everything when confronted with a dissatisfied customer, no matter who is right or wrong, STOP! Remember your long-term goal. If your goal is to grow a successful business, winning a little skirmish with a dissatisfied customer is counterproductive.

If you do not have a Customer Satisfaction Policy, it will be in your best interest to develop one and train those who deal with customers to administrator it. Realize that losing profit on one sale may hurt, but you've probably lost profit by now that anyhow. If you are able to smooth this over in some way satisfactory to your customer there is a good chance you can win them back and earn profit over time, and if you able to satisfify them enough to not publish their dissatisfaction to the whole world, your reputation will not be trashed.

You will win the battle by creating satisfied customers. You will win the war from the profits you've earned when they return!

Customer Experience Management: What It Is & Why It Matters

With the purpose of optimizing customer interaction and fostering loyalty bonds with the purchaser, companies often adopt the process of maintaining database that contains all the information about the customer interactions with the company including purchasing details to the feedback provided by them. The concept involves keeping a track, overlooking and organizing all interactions in…

With the purpose of optimizing customer interaction and fostering loyalty bonds with the purchaser, companies often adopt the process of maintaining database that contains all the information about the customer interactions with the company including purchasing details to the feedback provided by them. The concept involves keeping a track, overlooking and organizing all interactions in a customer life cycle. This process is known as Customer Experience Management (CEM or CXM).

Companies use various tools to organize and maintain customer interactions for future purposes. Apart from the traditional phone calls, online purchase, web chats and live chats companies also use texts and social media among other forms of communication. The basic reason to do this is to create a lucid customer database to strengthen the Business to Consumer (B to C) relationship. Companies create 360 ​​degree comprehensive strategies to encompass all customer interactions and with updated data on their accounts.

This departmentalization of customer database helps a salesperson or a company representative in addressing the customer, doing sales and interacting with the customer as he would have all the customer history and past records with questions and concerns recorded.

The interaction between an organization and a customer over the duration of their relationship is how we can define online customer experience and to maintain and manage a correct and updated documentation of the customer services provided and the feedback received at all the different times is the process of Customer Experience Management. This is exactly why it is important also, as it helps the companies generate better business and other opportunities with the purchaser and help them understand the company as well.

This is an interaction between two parties in action, the customer and the company. This happens through a journey, the customer's journey from assessing a product or a service to buying the same. If it sounds productive, the customer purchases else the journey ends there. However, in this process company representatives or salespersons help bridge the gap between the buyer and seller. The process of communication is the real asset here. Any information to be maintained by the salesperson under the customer experience column should reflect upon the impression the customer has of the company, its products and it's services. The process of communication is the main asset here. Any information to be sustained will happen on the basis of

According to Forbes, customer experience is the “cumulative impact of multiple touch points” over the course of a customer's interaction with an organization. These touch points are important to administrator as they will organize the requirements of the customer. Through CEM / CXM companies will then target the customer related product strategies and offers. In today's fast paced and internet operated world, companies also prefer to stay connected to their clients and maintain a broad customer base through online business transactions and then maintain an easy to organize and administrator online customer experience.

Customer experience also entails customer satisfaction for better longevity in the business line with wide customer base. This is why CEM / CXM is an important tool for the management.

Find Different Uses and Types Of Gable Boxes

The gable boxes are special packaging items that can be used for various purposes. They are widely used for packaging and transporting various items because of the quality of the material used in making them and the style. Another feature that makes the gable boxes to be more useful is the handles. They can be…

The gable boxes are special packaging items that can be used for various purposes. They are widely used for packaging and transporting various items because of the quality of the material used in making them and the style. Another feature that makes the gable boxes to be more useful is the handles. They can be placed on top these boxes to make them easy to carry different items.

Tips To Excel As A Delivery Service Company

To become one of the leading delivery service companies you need to know the pulse of your customers. A delivery service company must be fully devoted to fulfilling their customer's needs if they want to rise above the rest. To make them unforgettable they should also provide that little extra to keep their customers happy.…

To become one of the leading delivery service companies you need to know the pulse of your customers.

A delivery service company must be fully devoted to fulfilling their customer's needs if they want to rise above the rest. To make them unforgettable they should also provide that little extra to keep their customers happy. You're taking care of other people's business and are not just earning money or moving cargo. Whether you're delivering documents, food, medical supplies, or a life-changing device, your service should exceed customer expectation.

But how do you make sure you're helping your company's growth by hitting the right goals? Here are a few tips to achieve success in your business.

Provide an exceptional customer experience

It is easy to get lost in the constant battle for brand recall because there are so many delivery service companies. So what should you do to increase the customer recall? Making yourself memorable and unique is the only way to achieve this goal. Instead of simply delivering goods, for example, you can do your job with a smile, or send customers a greeting card on their birthday. These small gestures will make your service unique and your customers will remember you and remain loyal to you. To your loyal customers you can also provide certain incentives.

There's always room for perfection

Your sense of excellence starts deteriorating the day you believe that your company no longer needs to improve. Try to improve all the time even if you are on top of your game. In your operation you must always lookout for weaknesses. There is no need to execute awful improvements. Even minute constructive changes can go a long way.

Ensure that you respect your customer

A feeling that you've provided a less-than-admirable service will make customers opt for another company. Your customers' patronage is all you need for your business success. Especially in this day and age of social media, one dissatisfied customer's opinion of you can easily become viral. By always delivering on time, make them know you respect them.

Train and encourage your employees

You must continue train and educate your employees, not only with regard to their professional roles in the company, but also in their personal lives. Give proper incentives and provide constant encouragement. If an employee does an exceptional job make sure that it is properly rewarded.

Assess your customers' contentment

You can track and measure customer satisfaction by transforming your customers' sense of satisfaction with your services into data. You'll be able to see where your operation is headed, and also identify possible areas that need improvement if you carry out this assessment. For the long-term growth of the company this appraisal is vital.

Solve problems proactively and quickly

Delivery service companies have to deal with a lot of complaints since they are service-oriented. You can pretend that the mistakes never happened and can even deny your customers' complaints. But this attitude will only lead to your downfall. A company that is on the path to success provide a quick solution, carefully address the complaints and even turn the faultfinders into loyal customers.

Why Must Call Center Managers Avoid Micro Management?

Being at a managerial position is an uphill battle because you have to constantly motivate your team to perform better while keeping up with the rules and regulations of the organization. In an organization, managers are the Pillars who support the whole work infrastructure by strengthening the core competency and managing all the assigned tasks…

Being at a managerial position is an uphill battle because you have to constantly motivate your team to perform better while keeping up with the rules and regulations of the organization. In an organization, managers are the Pillars who support the whole work infrastructure by strengthening the core competency and managing all the assigned tasks with the aid of their subordinates. The position of a manager is quite crucial in the call center industry because any mismanagement in the assigned tasks can be catastrophic. Call centers handle customer support process of other businesses and mistakes are unpardonable in the business process outsourcing domain. No client will pay a call center to destroy his business's customer support. This is the reason why every contact center needs competent managers, who can handle various processes.

Managers & Micro Management

If you are a manager in a contact center, you will certainly agree with the fact that your position is critical and there are certain duties that need to be fulfilled diligently. From maintaining discipline on the floor to making sure that all the assigned tasks are handled assiduously, you have so many responsibilities. However, amidst all this, you need to avoid one thing which is micromanagement, which literally means focusing on trivial things. Yes, you need to take control over your team but do not be an absolute control freak and if you still do not agree on this then following reasons maybe compel you to do so:

• Firstly, micromanagement leads to inefficiency; by practicing it you will create an unnecessary pressure on your teammates, which of course will affect their performance at the workplace.
• Demotivation is the largest reason that should compel every manager to never indulge in micro management. When a manager indulges in this practice, his subordinates feel stressed and demotivated.
• Micro management also slows down the work process of the call center because the manager is focusing on trivial matters and even creating reports about them.
• Apart from all this, you will certainly agree that micromanagement affects the fun quotient of a workplace. As a manager, you should make sure that the work environment is light and stress-free, which of course will not be possible if you indulge in micro management.

As a manager, you should never focus on petty things and should instead focus on how efficiently you are accomplishing all the tasks. Instead of dominating your subordinates, you should lead by example.

Quality of Concern for the Opportunity of Connecting to a Patronizer of Your Service or Business

***What makes the quality of your service individual and distinguishable when compared to another vendor of the same category? In whatever industry you choose to subscribe, understand that it can expand your financial status. Entertain a business prospect with grace to the degree of the highest quality. Enhance the thing that you do the best…

***What makes the quality of your service individual and distinguishable when compared to another vendor of the same category? In whatever industry you choose to subscribe, understand that it can expand your financial status. Entertain a business prospect with grace to the degree of the highest quality. Enhance the thing that you do the best in the utmost excellence of your ability. Do it for yourself first, and please be cognizant that as patrons ourselves, we all know that we have many opportunities to entertain when shopping or engaging a service industry selection. Competition is tight nowadays and the one main factor that can make or break a sale is usually the factor that is taken for granted the most: Customer service..Consumers and patrons, as you and I, are fellow, emotionally driven souls, aspiring to feel appreciated. Relish the opportunity to be heard. You would think that after so many years of technology and immediacy that society would be less emotional and more logical. It appears, for the most part, at least from my perspective, society has not advanced emotionally as fast as we have technologically… Rejoice in the knowledge that true concern always wins in the end.