Customers are a group of people so diverse you shouldn’t be able to categorize them. And yet figuring out the types of customers is one of the first steps of a successful business strategy. If you search for your brand name on review websites or social media, you’ll get several different reviews & reactions to your products and services from customers. Now combine that with the purchase history of a s
There’s no lack of marketing channels available today. Whether a brand is looking to reach customers online or through more traditional methods, there are plenty of options to choose from. In fact, it seems like every week there’s a new channel being touted as the next big thing. And while keeping up to speed with these developments is a wise choice, it’s important not to let them completely oversha
What is customer service management? At a conference in 1997, Steve Jobs famously said this in response to a provocative question from one of the audience members about the company’s strategy at the time: You’ve got to start with the customer experience and work back toward the technology – not the other way around. Today, many companies have forgotten that the essence of running a business starts w
Remember the time you lost something, and asked for help looking for it and heard the response, “Well, look in the place you last remember seeing it.” or something along those lines. While that remarkably unhelpful (albeit, well-meaning) reply might meet your expectations, the same cavalier response won’t fly when it comes to customer service. Simply put, customers expect more out of you when they n
Customer needs and expectations are ever changing. Identifying, analyzing, and meeting customer needs is the key to providing better customer service and growing your business. In this blog, we cover the A-Z of customer needs to help you create a product or service that is in line with everything that your customers need. What are customer needs? Simply put, a customer need is a driving factor that pushes consumers t
The entire reason you created a business in the first place was probably to help a customer meet a need or solve a problem. Chances are, you designed your products and services for the same reason. 2You should operate in the same way. But most brands have lost sight of what’s truly important: the customer. If you don’t put your customer’s needs and issues above all else, you’ll have to deal wi
Customer service and marketing don’t typically get matched up. Different departments, different duties, right? At least, that’s the old school way of slotting this unique relationship. But as more brands continue sprucing up their digital presence, customer service and marketing are now more entwined than ever before. When done correctly, pairing the two can help solve tough issues, and boost customer sat
Social media is overflowing with more content than anyone can ever consume, and if you want people to pay attention to your content, you have to remember that it’s all about the engagement. Social feeds are less of a megaphone to drive traffic to your site and more about the one-on-one connections and trust that you build with your audience. To grab a customer’s attention and increase revenue from that cu
When you think of companies that offer great customer service, the best examples are not one-off moments of companies going out of the way to delight a customer. Instead, the best customer service examples are those that have carved a name for themselves by caring genuinely for their customers and consistently putting their customers first. Sales and marketing efforts can help your company onboard customers. Still, t
Happy customers are key to a successful business. They are also your biggest marketing strategy and greatest promoter. But at the same time, if a dissatisfied customer vents about your company to other people, it will have a huge negative impact on your business. With customer support constantly evolving, choosing the right type of customer service for your business might seem challenging. In this blog, you can find
It’s no secret that how well you serve customers will define your company’s long term success. In fact, great customer service leads to better customer loyalty, higher revenue, and lower costs. But if you have to focus on the customer and become a service-oriented organization, it’s not merely enough to attain a passable grade. You have to strive for service excellence to reap its benefits. What is
With the ongoing COVID-19 crisis, work-life has slowed to a crawl in most parts of the world, and remote work is the new normal. For startups and small enterprises, there are some important decisions to be made to ensure business survival in the short term. To aid that decision, here are a few tips that could prove useful: 1. Focus on existing customers With the chances of new sales diminishing, this should take the
Product customization is the key to serving your customer base successfully. Not all of your customers want the same thing or use your product the same way. Product customization is essential for delivering a personalized customer experience to each segment of users, and can drive customer loyalty and increase customer satisfaction. Not All Your Customers are the Same Regardless of whether you sell a physical product
What do your customers want? This question has been asked more than any other question in today’s competitive business world. Undoubtedly, this era belongs to customer experience, and every company is striving to provide the best possible experience to its customers. While it is crucial to understand your customers, it is equally important to explore the fundamentals of customer interaction. Every great busines
iSON Xperiences is the leading call center and BPO service provider in 14 countries of Afrcia covering South Africa, Nigeria, Kenya, Egypt with a strong focus in sub-saharan Africa having over 10,000 employees.
I was scrolling through my Facebook newsfeed on my cab ride to work this morning (yes, I know I could’ve caught up on some reading or a favourite podcast) when, in the middle of all the memes and all the quotes added to unrelated pictures, I found a shiny new piece of wisdom. A terribly tiny tale that said something along the lines of, “It wasn’t the fights that ruined it, it was the silence.”
It’s no secret that the significance of an effective customer service strategy lies not only in delighting existing customers but in drawing in new business as well. Customers have become increasingly impatient and expect companies to respond to them faster. They are also likely to switch to other businesses or companies if your response time is too high. There are many factors that might impact your average re
The customer experience market was valued at $6.5 billion in 2019 and is expected to experience a 17.7% compound annual growth rate each year until 2027. With happy customers being the lifeblood of all businesses and the value of customer experience, it’s no surprise that 45.9% of businesses rate customer experience as their most important priority over the next five years. But in an increasingly competitive wo
While the WhatsApp chat platform offers a private and convenient conversational space, WhatsApp marketing is yet to receive marketers’ full attention. We compiled numerous other reasons why you need a WhatsApp marketing strategy right now. WhatsApp is the world’s most popular chat platform where users can text, call, video call, send voice memos and locations, create and share photos, videos, and other fi
Direct sales is not easy. If it was, everyone would be successful in their business.For every successful business there is a proper sales and marketing strategy and direct sales is one of them. When people start a direct sales business, whether it’s selling cookware, insurance, Loans, telecom, or skin care products, they think their friends and family will love it as much as they do and they’ll have an in
The IVR (Interactive Voice Response) system makes sure that callers can navigate to the right team through nothing more than a series of keypad presses. After all, with an IVR system in place, businesses can Automate the customer identification process with voice prompts Predict why customers are calling to speed up service Collect important information from the customer during wait time Prio
Asking for help should be easy. And fast. Faster than typing out emails. Faster than opening chat windows and typing out the problem. And faster than opening an app and searching for the solution. Can your customers ask for help easily? And how fast can you deliver? Till recently, it was difficult to furnish this instant voice support in a scalable, accessible way. Then voice bots came along. Voice bots are voice-pow
Customer support is an essential part of any company. It’s how you address your customers’ issues, assist them with your product, and make sure they’re happy with their purchase. But beyond that, it can also help you reach your other core business goals. With the right approach, customer support can play a significant role in your ability to build customer relationships and grow your business. With
50% of the customers say that they switch to a different brand if their needs aren’t met. On the contrary, customers wouldn’t change their mobile network operator over a single incident of bad connectivity issue. Similarly, even when a customer has to struggle for months to get a wrongly debited payment from their account, they are less likely to stop doing business with that bank. While increased expecta
You might be holding back from a much-needed price increase because you’re afraid to make your customers angry. Yes, it’s true that no one wants to suddenly have to pay more, but inflation is a very real thing and it is possible to increase your pricing in a way that your customer base will understand. There are a number of methods that you can employ to help ease the customer into price differences, maki
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