Great News and Tips from our Fulfillment Blog
Customers are the lifeline of your business. Show them appreciation for being with you and they will turn into loyal brand ambassadors. Sounds too good to be true? Perhaps you want to get loyal customers year round. Well, customers want to be loved and cared for, and there are proven strategies to show customers your love beyond the season of love.
Surveys reveal that consumers want to stay with a brand if the latter has a personal and authentic voice.
Your brand must earn the trust of your customers in order to stay afloat in the stormy sea of competition. It is a good idea to treat every day as special. Failure to respond timely to queries or complaints is not the right approach. Consistent communication holds the key to a lasting fruitful relationship with customers.
Start with establishing best practices for giving timely replies, because customers expect to hear from you at the earliest.
What are the values that define your business? Remember, it is your values that clearly reflect the soul of your business. Show your passion and commitment to a cause and give consumers reasons to love your brand. Happy customers are more than likely to share your motivational message in the social media community. These efforts can win hearts and more so, lifelong customers or brand advocates.
A study done by Qualtrics reveals that Americans are more inclined toward purchasing from a brand that shares their opinions.
It has been said time and again that retaining your existing customers is easier and more cost effective than attracting a new one. Perhaps your customer base is critical for your business. How do you plan to incentivize or reward loyal customers or vocal advocates for your brand?
To showcase its gratitude to its Instagram followers, Birchbox offered giveaways and exclusive first looks to this stream of existing customers. When you reward customers for their brand loyalty, you take a step toward not only keeping them coming back for more but also spreading the word about your business.
An act of kindness can impress your audience and leave a lasting impression. When you take the time to be kind and personal, your customers are more likely to remember this “act.” Get your creativity into play to show your kind gesture and send out a personalized message to your audience to engage with them.
So it’s all about listening to your audience, rewarding loyalty, building a loyal stream of customers, and use personalized touch to look special in the eyes of your followers and get an edge over the competition.
Take your loyal customers for granted and you would leave them disappointed. If you think your loyal brand followers are yours for ever, you are mistaken. Brand loyalists also need a note of appreciation from time to time to stay committed to your brand.
There are ways to show appreciation to regular clients. You may send them a note of thanksgiving in the form of an email, postcard, Thank You card for their “undying loyalty.”
According to an L2 Research survey, participants expect regular engagement with brands. This could be in the form of programs with little personalized outreach to turn regular clients into devoted brand advocates.
On the other hand, you are losing an opportunity to drive sales by taking your loyal customers for granted. There is nothing more important than building brand loyalty when you are eyeing exponential business growth.
Without a stream of loyal customers, your business growth prospects are bleak. The focus should be to retain regular customers so that they keep coming back for more and provide steady revenue for your business.
When it comes to building brand loyalty, you ought to take steps to retain loyal customers by rewarding, encouraging, and appreciating their allegiance.
What is the true value of each customer? When it comes to deciding what you will charge a particular client, you ought to understand their value for your business. What is the real worth of each customer in the long run?
Are your longtime customers satisfied with your business? Are they enjoyable to work with? It is a good idea to compare the value of repeat customers with that of new customers to create customized offers and loyalty initiatives for them.
Now you must be wondering how to assess this. Well, you may want to keep metrics for each client to see the bottom line revenue made from each customer.
You cannot ignore loyal customers who provide the greatest value for your business. It would be a gross mistake to ignore them. Rather, send a note of appreciation to let them know that you value their loyalty.
Related: Excellent Customer Service.
Loyal customers need more than a punch card for their loyalty. So how do you plan out your loyalty-building game? Get creative with loyalty incentives and tailor rewards to win hearts of customers.
According to Capgemini Consulting, 89 percent of brands fail to please their customer base with loyalty incentives. If you are thinking of old-school discounts to win over customers, you may soon realize this strategy doesn’t work.
Build a solid loyalty program for different segments of customers. This could be in the form of exclusive promotions or loyalty or reward points for each dollar spent. Individualized rewards can be a big attraction that can convince them to stick around.
Every relationship must be nurtured with love. Customers are no exception. Send them regular emails to continue to engage with them. However, make sure that customers understand you are not engaging in any promotional activity, so you do not get lost in the deluge of promotional flood from others.
It is a good idea to send them useful tips or messages to engage with customers on a regular basis. Make them feel part of an exclusive club and they will feel valued and bring them back for more.
Treat loyal customers with respect. Show them your love and appreciation, and they will pay back with interest.
Customer service continues to drive businesses. Happy customers translate into higher sales and greater profit margins. Consumers expect no less than a 5 star customer service from eCommerce businesses to continue their loyalty with them. Anything less than this is not acceptable.
Unfortunately, a survey conducted by the 2014 American Express Global Customer Service Barometer reveals that 38 percent of participants were unhappy with the kind of service they were receiving. The data reveals that there is a significant gap between customer expectations and reality, and brands must work toward engaging customers in a better way to emphasize their importance and build a loyal stream of customers. It is here that technological innovation can come in handy, and brands can leverage technology to deliver exceptional experience every time and convince consumers to return.
Businesses must recognize the importance of a strong presence in social media, where a majority of their potential customers are actively looking for solutions. By making a strong presence in social networks, you can better engage and interact with customers. Twitter is one social networking platform where such interactions are growing exponentially. McKinsey & Company data reveals that there was an increase in the number of tweets mentioning brands between 2013 and 2015.
It is in your best interests to leverage Twitter to provide customer service. Brand followers can send direct messages to the company’s verified accounts on Twitter regarding service-related questions, without requiring the brand to follow back. Additionally, brands with multiple Twitter accounts can assign a particular handle with a “provides support” label to make it easier for customers to direct their concerns to authorities concerned.
With the proliferation of smartphones, brands have an opportunity to offer instant 5 star customer service. Integrating customer service into your mobile apps is a great opportunity to provide immediate service for customers requiring your assistance. Additionally, you can harness the mobile app technology to deliver important updates on customer’s smartphones regarding real-time shipping information or ticket status.
Related: Excellent Customer Service.
Consumers expect quick and reliable answers. It is in your best interests to capture warm leads and engage with them in the most appropriate way with quick solutions to their problems. Adding a live chat feature in your website gives potential customers a quick-fix to their problems. Perhaps this is a low-cost strategy to cultivate an emotional connection with your audience.
According to a research study by Forrester, a majority of consumers admit that a live chat feature is one of the key requirements for an online store, which influences their buying decision.
Research from eMarketer finds that more than 60 percent of survey participants admit to return to an eCommerce store that offers quick-fix solutions through its live chat feature.
All in all, brands that integrate customer service into their infrastructure can wow their audience and build a successful, lasting relationship with them. Leverage new technological tools to emphasize prominence of efficient customer service throughout the organization.
Invest in ongoing training and commit to empower employees with the best technology tools to enable them to exceed customer expectations. Happy, satisfied customers often translate into loyal followers. So capture them right here!
When it comes to marketing, social media continues to be the undisputed king. For most marketers, social media is more than just entertainment. Rather, social networks have become the best platform to promote your business. The content you post in social media helps not only expand your reach, but also present you as a market leader or authority, which is important for sales and lead generation. So what is your social media plan for 2017? If you aren’t yet focused on social networks, it’s high time you started to gain maximum advantage.
You already know that Facebook continues to be the leader in social media, with over 1.59 billion active users. Other social networks, including Twitter, Pinterest, LinkedIn, and Instagram are far from Facebook reach. It’s important to be selective about posting in social media. For example, you sell a male-oriented product, so it is a good idea to focus on YouTube in your social media marketing strategy, as it is fairly male dominated.
According to Digiday, a digital marketing firm, men spend 44 percent more time in YouTube per month compared to women. On the other hand, Instagram and Facebook boast a higher percentage of women visitors than men. It is important to keep these demographics in mind while creating your marketing strategy.
Social networks aren’t just about entertainment. A number of people use different social media channels to stay current with updates from around the globe. In fact, it won’t be wrong to say that an increasing number of web users see social networks as their first source of news. Facebook and Reddit attract a huge traffic interested in breaking news, attracting 66 percent and 70 percent, respectively. In fact, most news networks source news tips from social media. For the millennial traffic, Facebook is the primary news source. Do consider this when drawing up your social media plan.
Facebook continues to be the biggest traffic puller among social networks. It is where the buying influence is likely to be the maximum, closely followed by LinkedIn and Instagram. Google+, Pinterest, and Twitter follow next, with 20 percent, 12 percent, and 8 percent, respectively, buying influence.
This clearly shows that demographics hold importance in social media marketing, and Facebook ads count.
Social media marketing is a big crowd puller. This clearly shows in the marketing statistics for previous years. While it accounted for $9.74 billion in 2015, marketers are expected to spend $13.51 billion on social networks in 2017.
It would help to be more creative as new entrants join the bandwagon. Alternatively, it is important as there is a steady rise in the saturation point for advertorial material.
Related: Excellent Customer Service.
When it comes to creating your social media plan, it is in your best interests to determine the best social networking platforms that look more promising than others. Of course, Facebook continues to be the most promising platform, with 95.8 percent, followed by Instagram, Twitter, and LinkedIn.
Focusing on social media in your 2017 marketing plan and being selective about social networks can promise to provide you with best returns.
Why is there so much buzz about attracting millennials? Typically, the population born between 1980 and 2000 is categorized as millennial. This age group makes the largest demographic in the market. Not only this, they have a different view about customer service compared to baby boomers. As a result, they are influencing the marketplace and the way brands interact with their audience. As a business owner relying on current and new customers, if you haven’t yet focused on the expectations of millennials, you are seriously losing out to the competition that outperforms you in terms of offering great customer service to this demographic. You Must Know Why Your Customers Buy from YOU!
When it comes to understanding this section of your audience, it is important to remember that the millennials are self reliant. They are born in the age of the Internet, where everything is just a click away. This means they want everything at their fingertips. If your website lacks key features, such as an FAQ section, community forum, or any form of customer help that walks them through the system, you are not going to be the first preference for this demographic. Make it easier for your millennial customers to resolve their queries or concerns themselves on your website, rather than keeping them waiting for customer support. Additionally, it’s a cost-effective method for you, as you can cut back on the cost of hiring a customer service staff.
This section of your audience has grown up in the age of smartphones, where tons of information is at their fingertips. This means they want quick access to everything in real-time. Research shows that online customers expect brands to value their time. To the millennial population, it is either now or never, so they want a response within minutes of reaching out to the customer service, whether through social media or text messaging. If millennials are not able to get in touch with you in an instant whether via email or live chat, you are yesterday’s news to them.
The essence of great customer service lies in catering to the specific demands of millennials, who switch from smartphone to laptop or vice versa and TV at least “27 times per hour.” Online brands that fail to connect with their millennial customers on multiple devices are losing out to the competition in more ways than one.
Make sure your website is mobile friendly, so it is easily on any digital device being used by the millennials. Not only this, a majority of your millennial audience is present in social media, which means they expect brands to be active in all the social channels.
Almost 34 percent of millennials prefer having their teeth cleaned to calling a customer rep. Surveys reveal that about 26 percent would choose going to the DMV instead of calling a customer service representative.
To the millennial population, face-to-face communication is no longer relevant; rather, they like to communicate through social media or SMS.
Though they aren’t too keen to interact over phone with customer service reps, they want to get familiar with the human face behind your brand. They like more personal, emotional engagement with brands, completely different from baby boomers.
An about us page with little information about your brand history, vision, and founders can go a long way in generating interest and trust among millennial population. They expect brands to share valuable, information-rich content that adds value and makes their lives better.
The best way to offer great customer service is to create value-driven content that they’ll want to share with others.
Unlike baby boomers, millennials tend to leave a company even after a single poor experience. Statistics show that about 82 percent of millennial customers are not afraid to put loyalty aside after three bad experiences. This includes poor customer service.
Related: Excellent Customer Service.
It’s all about engaging the millennial population in a better way to keep them from moving to the competition. Offering them exciting new experiences is a step in that direction. Provide a level of service that enhances their journey with your brand. It’s a great idea to support a cause they support.
Millenials are a target market that you simple cannot ignore. Learn how to cater to their preferences and you can boost your bottom line.