Sales Tips and Marketing Strategies

Many businesses are missing a trick by failing to using contact centre data to improve customer service.

Research by the Customer Contact Association revealed that only a small fraction of businesses were currently using customer data to develop their existing range of products and services.

The majority of businesses surveyed realised that gathering information could help them analyse what their customers experience when interacting with their organisation but most were failing to do this.

Too many businesses are concerned with evaluating customer experience through analysing and measuring metrics which only look at negative instances of consumer interaction.

Organisations are focusing too much on reducing negative factors such as levels of call abandonments and waiting times as well as the overall volume of complaints instead of looking at where consumers gain the most value.

While it is definitely worthwhile to reduce call waiting times, many organisations see this as the be-all and end-all of their service provision and forget about actually dealing with the consumer complaint or query in the first place.

Businesses should look at what their customers are complaining about the most to examine whether there is a fault with one of their processes as this will help them improve performance.

Performance improvement consulting professionals can apply systems thinking business theory to an organisation to help an organisation view their processes from a customer’s perspective.

Applying systems thinking will enable an organisation to learn what customers value the most when interacting with their business and this will demonstrate what processes to improve or redesign.

Companies should also be aware of that more customers are opting to use the internet as a means of contacting a business and this must be integrated into their customer services department.

An increasing number of people are taking to social networking sites such as Twitter to ask questions and air their grievances and this platform can be utilised by organisations as another way to respond to consumers.

Interacting with consumers on social media websites like Facebook is growing in popularity because negative comments left on such sites can be incredibly damaging for an organisation’s online reputation.

Customers that have their question or problem resolved through social media are more likely to express their gratitude on the same sites that they used and this will improve the status of a company.

If you want to improve customer service, then get in touch with management consultants who have experience working within your industry.

Outsourcing has been a great means of achieving marketing goals of clients. It is an avenue where companies can save money that can be spent on critical programs. Partnering with an offshore BPO service provider even cuts more costs. No wonder why some firms ask professional assistance from foreign countries, of which India and Philippines have been the apples of their eyes. But, I don’t think business organizations seek outside support just to exercise frugality. On top of cost-reduction, they are aiming to obtain a steady stream of qualified sales leads and business appointments that only a b2c or b2b lead generation optimizer can accomplish. If not, what’s the point of contracting marketing agencies? No entity is fool enough to squander their resources to get poor results. Not that I know of.

Let us be frank. There are a number of outstanding service providers that when they promise “high-quality services for the best available price”, they mean it. But the fact remains that mediocre firms exist. And just so you know, they will be after your money only after delivering poor results. They are like lice feeding on your assets at your expense. There is no wonder why choosing a lead generation company is one of the most consequential and at the same time trickiest part of outsourcing. Your choice will land you either to a reliable or a good for nothing firm.

Before you gamble on something, be sure that such cup of tea results from professional judgment and informed decision. Always remember that bet only on a dish fit for the gods, not literally though. This means you must have the know-how in selecting a BPO partner. Here is a list of factors that you ought to keep in mind when you do your selection process.

People. Manpower is the major influencing element in generating b2c or b2b sales leads. The right people with the right skills know the proper communication process, the best time to make contacts and the most appropriate way to handle rejections and objections. Who can do this big responsibility other the experts themselves? No one. The qualities of the human resources will shape the campaign you will be pursuing. If possible, the team must be dedicated to your program alone so that the time and efforts will not be divided.

Contact Database.No connection with the targeted prospects will be established unless there is a way. Since most, if not all, of the potential clients are strangers, the best thing to communicate with them is by gathering business contact information. Getting the best clients among the ocean of opportunities can be attained with a huge leads database. The bigger and updated more comprehensive the list, the higher the chances of making sales to sales-ready buyers.

Industry Specialization.Every company has its own specialty. Be sure your pick is an expert in your field and target market. Specialization of a particular industry means they know very well how to manage your campaign. In other words, they understand the ins and outs of marketing your products and services better than those that are not industry-specialized.

Technology.Technological applications also have a bearing in the success of marketing endeavors. They can make work faster and more accurate. If the BPO partner acquires for itself advance equipments, expect high-speed performance.

Customer Relationship.How a service provider supports its clients also matter. You must be kept updated about the progress of the campaign. It should be giving you valuable information on how to improve your sales and marketing, how the market behaves at the present time, and who the best prospects to qualify are.

Among the leads providers, telemarketing call centers have been one of the helpmates of several companies. They are actively generating industry-specific leads, including advertising sales leads, merchant services leads, IT sales leads, software sales leads and health care sales leads. The professional telemarketers they trained have been high-profile, expert callers. The business contact database they possess houses millions of business contacts. They have invested in specialized outbound call center applications, which help in decreasing sales cycle. If you want to be one of the many companies across the globe that savored the rewards of outsourced telemarketing services, then search for the right one now.

In today’s competitive environment, organizations cannot compete on product and price alone; they also must deliver an ideal service experience. With so much of competition in the product category and easy access to information about brands, products, and easy access to information about the vendor has made customer service experience a critical element of your company’s success or failure.

Organizations are including pre-sales and post sales interactions that allows your business to deliver a customer-focused and ideal service experience that successfully balances customer interests with business goals. SEM is the closed loop process of controlling and adjusting customer interactions while improving company performance. With SEM,

* Your company can control every step within each customer interaction to provide the ideal customer experience.

* You have the ability to provide this ideal service experience in accordance with a balanced set of key performance indicator

Today customer service processes have to be flexible and cannot be one size-fits all. Customers are looking at enterprises to resolve their issues and look for individual treatment. In enterprise customer service, four key performance indicators (KPIs) govern service operations – the customer satisfaction with each interaction; the revenue produced through the interaction; the cost of the interaction; and the level of compliance with company and governmental policies. A poor service experience can impact a customer’s future buying decisions in as little as three months. Responding to issues not only improves your support performance scores, but drives customer loyalty and business profitability.

It is important to provide a cross-channel customer experience via email, speaking or chatting with an agent, using web self service or by browsing. The information needs to be up-to-date and consistent across every channel.

When a customer is routed to an agent, the transition must be smooth. The call should be routed to the agent that can best help, and the agent needs to know what happened before the transfer so the customer doesn’t have to repeat information. The agent should also be aware of the customer’s interactions across all other channels, but should only be presented with the information they need to solve the issue at hand.

With the right contact center software in place, your customers get consistently great treatment every time they interact-regardless of the channel they choose. This results in a superior customer experience that keeps customers coming back for more.

In a perfect world every part of your business would work flawlessly. You’d sell more product, schedule more services, make more money. Sounds great doesn’t it? The truth is that in real life, nothing ever works flawlessly. If you’re not selling products, or services you’re not making money. If your service is poor and you get a bad reputation, you’re not making money. If your product is breaking all of the time and word gets out, you’re not making money. This sounds more like real life doesn’t it? The truth is there are so many negative things that can affect your business that it’s amazing any company can make a profit in this day and age.

Does Microsoft spend hundreds of millions of dollars on TV commercials just for fun? Does Apple spend hundreds of millions of dollars on TV commercials just to slam Windows for being insecure? They do these commercials because they have found them to be profitable to advertising on TV. They do it because they developed marketing systems that work, and they stick to them. Why develop a marketing plan for just TV commercials? Well because it works! In fact they probably have a system for how their websites get updated, how they answer the phone, how particular problems with software or hardware are handled. In fact, I guarantee you that they have systematized absolutely every aspect of their companies.

Continue reading ‘How a Marketing System Could Be the Difference Between a Successful Business Or a Business Failure’ »

You may have heard the expression “first impressions count”. In the realm of customer service those words do in fact mean a lot simply because a potential customer’s first contact or first impressions formed on how a business is run could make or break a sale. This would apply to a customer’s initial contact with a business either through personal interaction or by phone, email or fax. To explain further, imagine what sort of impression you would get if you drove into a gas station filled your car up with petrol and found the counter area unmanned when you went to pay.

There of course may be a number of reasons why that situation has occurred, but if you had to wait say 10 or 15 minutes to be served you would think twice about refilling your car if you had the option of driving around the corner to another gas station. This is one of many scenarios that could occur in a wide range of business and services that are provided for the general public. Retail business owners and services that rely heavily on casual customers for turnover and cash sales are therefore mindful that the first point of contact is a vital area where a good first impression needs to be made.

The following are some simple customer service tips that may help create a good first impression for your customers.

* If your business has a reception or waiting room where customers need to wait, ensure it is always keep clean and tidy.
* Provide comfortable seating so customers can feel relaxed while they are waiting.
* If possible place a nice indoor pot plant in the room
* Have a magazine rack so customers can read something while waiting
* Fit a water cooler during the summer months so customers can have a refreshing drink

Most importantly, an incoming customer to the business or office area should always be met with a warm welcome by the counter salesperson, office worker or receptionist. This first point of contact welcome such as a simple “hi”, “hello” or “good morning” is all that is necessary and should become an instinctive gesture.

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