Tag: Customer

Business Process Reengineering Cycle
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Great stuff!

“A participant of a recent webcast asked me if there is one service every consultant should offer. I didn’t hesitate with my answer. Every practice, no matter how different, should offer clients a diagnostic assessment. 

You might refer to this service as a strategic review, a gap analysis, a business process evaluation, or even an initial consultation. Whatever you call it, your service should evaluate a specific area of client concern in a relatively short, systematic way and offer objective advice. The emphasis is on “short,” “systematic,” and “objective.”

For example, one consultant offers a two-week assessment of client call center operations. During that time, the consultant analyzes the call center’s customer service performance, employee productivity, financial performance, and management effectiveness.” Source: The One Service Every Consultant Should Offer – RainToday

Go to the source and read the whole article…

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Industrialist Richard Branson at the Time 100 ...
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People no longer want to be sold to; they want companies to help them find an informed way to buy the right product or service at the right price. They still watch ads, but often online rather than on TV, and they’re much more likely to view ads that friends have recommended. When something goes wrong with a product, they want to be able to reach the company instantly and get a quick solution.

How companies adapt to this energetic and sometimes chaotic world will define their future success. The website, Facebook page, blog and Twitter feed are no longer add-ons to a business’s communication budget: They should be central to its marketing strategy, and used in coordination with other marketing efforts.

As a first step in addressing your problem, make sure your site is set up not just to handle transactions, but also for communication – and that when customers leave comments or send emails your team always follows up. Depending on the channels you choose, this might mean helping your customer service staff adapt to new methods of communicating. Once they have, you must continue to keep in touch with customers yourself.

In the past, I would ask Virgin customers to write to me with problems or ideas, and I often called people to talk about the problems that came up. It was a great way to check on our businesses’ quality and standards – though many of the complainants believed one of their friends was playing a practical joke on them. To this day, I try to answer as many e-mails as I can and encourage our executives to do the same.

Beyond customer service, you may need to consider that the old divisions between advertising, marketing and public relations have broken down, so it’s time to review how your marketing team works. Virgin Atlantic recently created a Social Relations team to manage the combined media space and to make sure our sites and communications are current and interesting, maintaining the cheeky flair that characterizes the brand.

via entrepreneur.com

You can follow the ‘via’ link above to go to the source if you’d like to read the rest of Richard Branson’s perspective. Comment below or ‘connect’ above so we can talk about how this applies to your business…

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Social Media Landscape
Image by fredcavazza via Flickr

Business owners around the globe are asking themselves whether or not they need a social media manager. However, more and more of them are noticing the popularity of social media, but don’t know how, where, when, or why they should jump on the bandwagon themselves.  They notice their colleagues, peers, friends, children & family have jumped on board, on a more personal level. But, what so many of them fail to see, is that their present and future customers have jumped on for a ride too!

Right now, as you read this, your customers are flying down the road going mach 5 with no end in sight. They’re enjoying themselves too while reading/writing reviews, articles, comments & opinions on your business. They’re chatting amongst themselves (and to the rest of the internet world) about their latest visit, what their experience was, and even how it bugs them that Sally the cashier always seems “nice”, but never says thank you when they are leaving.

Wouldn’t you love the opportunity to be in that cart flying down the road too? Do you want to know what your customers are saying about you? Do you want to be able to effectively converse back with them? Wouldn’t you love to hear, first hand, about their experiences? Wouldn’t it be great to know how they felt about Sally so you could enforce stronger cashier policies?

Go to the source if you’d like to get the 5 reasons: socialmediatoday.com. h/t @tommytrc.
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Reflecting on 2010 – The Year the Customer Became King

Gaius Julius Caesar, Art History Museum, Vienn...
Image via Wikipedia

“I came. I saw. I conquered.”

Were Julius Caesar a B2B online marketer in 2010, his words may have more appropriately been:

“I created. I shared. I conversed.”

Even five years ago, the concept of engaging the customer in dialogue, let alone allowing the customer to drive the conversation, would have been both foreign and frightening.

Today, marketers that are actively engaging their customers and their communities through social media and sharing relevant, meaningful content with them are leading the charge toward a new era of online marketing – an era in which the customer, not the brand, is King.

And, no longer is a solid brand message and well articulated value proposition enough for our King. When it comes to learning more about our brands and products, our customers don’t just want a message, they want a conversation.

via blogs.business.com
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