Improve Customer Satisfaction With Better Communication

Every brand wants to make sure they are keeping their customers as happy as possible. Happy customers are more likely to purchase again in the future, and will spread good reviews to friends and family (which are very likely to turn into highly qualified leads). Better communication can go far in helping improve the relationship between a company and its target audience. Here are a few reasons you should be using SMS mass text messaging to connect with your audience.

Get Real Opinions

Mobile polls and surveys are a great way to get a few quick opinions from your customers. Simply ask your customers what they love or don’t love about your brand. The more you know, the better you can serve them in the future. People are far more likely to complete a short mobile survey than a paper form or click-through to an email survey. Keep in mind that multiple choice (over open-ended) questions are the most likely to get a response and rewards are likely to entice more of your customers to actually complete your survey.

Improve Your Speed

Establishing automatic texts can help you respond to the activity of your customers quickly. People do not want to wait on a brand to respond, but taking too long also runs the risk of losing that customer’s attention. A customer can get a speedy text response when asking a question or a notification when they sign up for a rewards program with your brand. By providing timely interactions, you will help keep your customers better informed and less hassled with the process.

Use Reminders

You want customers to stay on top of their purchases and they won’t want to forget either. SMS marketing can be incredibly helpful for keeping everyone on track and in-the-know. Use quick, scheduled reminders to help customers remember their payment dates. Collections can be one of the most stressful parts of a business, so use your text messages to keep your numbers in the black with on time payments. If you are working with smaller purchases then you can use your SMS alerts to help customers remember their carts and not let a potential purchase go abandoned.

Respect Their Time

Show your customers just how important they are by keeping your messages brief, to-the-point and as non-invasive as possible. Text messages are naturally short, so a text can be less time-consuming than an email. They are often faster and less invasive than a phone call (most of your customers will not be interested in talking to a person unless they are the ones calling you). Cold calling typically annoys people more than it actually sells.

Reduce Effort and Cost

All companies are looking to get the best return on their investment (ROI) and effort (ROE). Reduce the amount of money and time you are spending in your marketing by using mass text services. Text messages are effective, yet they are quicker to write (less content) and require no design. Text messages are not expensive and are likely to be read. The more you can reduce the effort and cost of connecting with your audience, the better you are able to personalize their experience. Plus, you can always pass your savings down to your customer with a lower price point or better rewards to increase satisfaction.

Texting will help you connect with your customer in a way that emails or mail won’t. The large majority of texts are opened, while many emails and mailers are ignored. So, use text messaging to ensure you aren’t fighting for the customer’s attention and you are keeping them in the loop.

For more information on how integrating an SMS software can improve customer satisfaction with better communication, click here!

Author Biography: Ken Rhie is the CEO of Trumpia, which earned a reputation as the most complete SMS solution including user-friendly user interface and API for mobile engagement, Smart Targeting, advanced automation, enterprise, and cross-channel features for both mass texting and landline texting use cases. Mr. Rhie holds an MBA degree from Harvard Business School. He has over 30 years of experience in the software, internet, and mobile communications industries.

5 Tips for Improving Workplace Communication

Poor communication in the workplace often results in sub-par performance between departments and low morale among employees. This is a rather common problem for startups and small businesses where employees have little to no idea what exactly is happening in neighboring departments. When information is not flowing across different departments, efficiency is bound to suffer. That said, here are five tips you can use to create an open environment based on clear, two-way communication between you and your employees.

1.      Transparent Workplace

One of the biggest mistakes managements teams tend to make is failing to share information within the organization. This not only demonstrates a general lack of confidence but can also result in growing distrust between workers. Preventing this from happening is as simple as practicing open and transparent communication. This should start with the company leaders, as they are the ones who need to share information with their teams, whether it’s customer feedback, fundraising, financial data, new hires or meeting notes. Don’t worry about burdening your team and have in mind that these people are capable and smart enough to be hired in the first place and could use that information to make the organization better.

2.      Assign Clear Roles and Responsibilities

A poorly coordinated team and mishaps with work delegation can negatively impact any project or task. Every employee should have a clear deadline, role, and responsibility for which they are held accountable. The best way to keep your employees focused on the task at hand is to establish quarterly objectives and results. Make sure you frame them within larger goals and try to keep them public throughout your company in order to make your employees realize that their efforts have a direct impact on the company’s objectives.

3.      Ask the Right Questions

Company employees are actually the ones who have the largest insight regarding how the company works and accessing the information they have can easily be accomplished by asking just the right type of questions. They can prove to be a valuable feedback tool used to recognize achievements and identify any challenges you and your employees might face. Try to incorporate one on one meetings and make sure to demonstrate genuine concern and interest regarding your employees. Maintaining a direct line of communication allows employers to gain a detailed insight into the way their employees operate and to resolve any issues that might arise quickly and effortlessly.

4.      Use Exit Interviews

No matter how large your company is, interviewing departing employees regarding their experiences, as well as reasons for leaving is an excellent tactic to gain valuable insight into your company’s inner workings. What makes this technique so useful is the fact that departing employees are rather open during these interviews and often provide excellent feedback. Additionally, this information can later be analyzed and presented to management on an annual level in order to retain the most valuable employees and increase morale.

5.      Collaboration Between Departments

Most workplace failures are a direct result of poor collaboration, lack of overall communication and an overwhelming “us against them” mentality which results in interdepartmental friction. If your employees don’t have a clear line of communication between departments, you should invest in an intranet connection to support communication between different departments and team-building exercises in order to strengthen the relationship between your teams. Every company should endorse a culture of clear communication and open feedback among the employees, especially when there’s an evident lack of common interests and work goals. Encourage collaboration by insisting on an open layout in the office and hosting group launches and team retreats.

Effective Communication is Key

Clear communication and honest employee feedback are important for growing a business, as they build alignment around common goals, increase loyalty among team members and results in an improved productivity. Without transparent communication, you risk creating strife between different departments and risk running your company to the ground due to poor work conditions and general distrust between workers. Although it might prove itself to be a rather difficult task to accomplish, a good communication inside the company is vital for keeping your employees happy and your company successful.

Guest author Oscar is a writer from Sydney and one of the editors at Bizzmarkblog. He enjoys conducting research in the vast fields of business and marketing and writing about the useful insights he gathers on a daily basis. Follow Oscar on Twitter.to stay updated with his latest posts.

Time to Put On Your Design Thinking Cap

Why should your enterprise embrace design thinking? Design thinking employs both brain hemispheres. It uses rational, critical logic as well as creativity to focus on solutions. Adopting this methodology helps decision makers optimize their choices. It offers a way to attain better outcomes.

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This article explains why entrepreneurs should embrace this methodology to enhance decision-making.

Why Does Design Thinking Matter?

You won’t need to apply design thinking to tackle every minor obstacle, of course. Instead, you’ll want to employ this approach whenever you seek innovative answers to perplexing or challenging questions. Typical situations that call for design thinking include:

  • Unexpected market disruptions;
  • Revitalizing corporate cultures;
  • Developing new business models, and more!

By applying this methodology through a consistent, well-structured iterative cycle, you’ll discover creative ways to offer greater value to your customers. These transformations foster healthy business expansion and growth. A series of uniform steps enable this iterative paradigm to promote desired changes: (1) careful observation; (2) identifying innovation opportunities; (3) brainstorming creative solutions; (4) conducting appropriate testing and (5) refining solutions.

Putting Customers First

Design thinking revolves around placing customers in a paramount position within your business framework. Previous generations of business executives adhered to the slogan: “the customer is always right”. Implementing creative design thinking requires your enterprise to uphold a slightly different motto: “the customer always comes first.”

The process of making customers a focus of your attention involves several important steps. These considerations fit together in a holistic way:

Identify The Customer

Your enterprise must clearly identify your customers in order to develop useful innovations on their behalf. Market research assists this process.

Conduct Market Research

Market research typically entails many steps. Use this business tool to learn more about the underlying problem your product or service addresses.

Personalize The Customer Experience

Today, customers value personalized assistance. Finding ways to enhance the customization of a service or a product has benefited many small businesses recently.

Develop Measures For Success

Your enterprise needs to establish clear markers for evaluating your success in addressing customer needs. Creative design techniques can help your organization contribute tangible value if you can measure the results effectively. Determining the value of a good or service to the customer helps you achieve this vital result.

Identify Customer Problems

Design thinking involves engaging with your customers proactively. You’ll need to understand the way problems impact them and develop empathy with them to better appreciate their experience using your goods or services.

Use Ideation Techniques to Identify Problem Solutions

Ideation techniques (such as brainstorming) followed by targeted customer feedback assists many businesses. Enterprises employ these tools in devising solutions for perceived problems. Used effectively, this approach can help your design team improve the customer experience.

Produce a Prototype

You’ll want to generate prototypes to enable your team to conduct preliminary market testing, perhaps with the assistance of focus groups. Development teams may then use this information to refine prototypes.

Test And Refine Solutions

Testing and tweaking proposed solutions in an iterative process holds value. It enables you to identify ways to enhance customer satisfaction.

Towards Enhanced Collaboration

Developing a genuinely collaborative, positive organizational culture won’t replace promoting creativity and innovation with design thinking. However, by implementing this methodology, your enterprise enables collaboration to flourish. By placing the needs and interests of the customer first, everyone focuses upon a shared goal.

Design thinking helps enterprises revolutionize and democratize group work environments. In the past, a speaker’s seniority or rank within a hierarchy often determined the value decision makers placed upon proposed innovations. When organizations adopt creative design thinking, this prioritization changes radically. Instead, an idea’s potential value to customers determines its significance.

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In order to supply superb customer service, everyone within an enterprise committed to creative design thinking works together as a team. The process of making changes tends to build group consensus. While disagreements do occur from time to time, the overall goal of placing the customer first provides a unifying basis for informed decision-making. This result holds many byproducts, which benefit the organization: a highly motivated, enthusiastic workforce; decreased job turnover; enhanced individual job satisfaction. Ultimately, this group effort produces better results for the enterprise as a whole.

A Worthwhile Achievement

Creative design thinking empowers business enterprises to serve customers more effectively. By focusing on customers as a priority, everyone in the organization achieves a greater sense of fulfillment. This process helps generate revolutionary innovations while also forging stronger organizational cohesion. Consider implementing this facile management cycle to infuse constructive changes into worn, tired business systems.
Author Bio

Heather Redding is a part time assistant manager and freelance writer based in Aurora, Illinois. She is a coffee-addict who enjoys swimming and reading. Street photography is her newly discovered artistic outlet and she likes to capture life’s little moments with her camera. You can reach Heather via Twitter.

How to Build Customer Loyalty

Many businesses focus on attracting new customers, but more often than not, they do not focus on customers they already have. Finding more customers is a key for business growth, while maintaining a good relationship with current customers is a key for business survival. That group of people that are constantly around your business is the group you should be focusing on. Your business will have far less trouble expanding once it has a steady and loyal customer base.

As a matter of fact, building customer loyalty is what drives a business forward and after you have ensured loyalty from your regular customers you can easily grow your business and even attract new customers through good reputation. Here are a few tips on how to build customer loyalty.

Encourage Feedback

Customers that keep coming back do so for a reason and you should encourage them to provide feedback. Moreover, you should try to get feedback from every customer that you interact with, because it is the best way to learn what customers think about your business and how you do things.

That information will be invaluable to you, especially when plan to improve your business and customer experience. After all, your customers will appreciate the fact that their opinion matters to you and that you are willing to put an extra effort in improving their overall experience. Any bit of appreciation from customers inevitably leads to customer loyalty.

Better Communication

Feedback is very important, but your communication with customers should not be based solely for that purpose. Take time to chat with your customers regularly and discuss some topics that are not business related. That way you will show your customers that you enjoy talking to them for reasons outside promoting sales or offering discounts.

If you have a database of regular customers, good chances are that you will also have their personal information. Use that information to wish them a happy birthday via e-mail or by leaving a post on their social network. Furthermore, use e-mail or newsletter to chat on a more personal level or to offer answers to any question they may have concerning your business, product or service. Good communication builds trust and loyalty between a business and its customers.

Improve Customer Support

When talking about customer loyalty, great customer support is one of the most important factors to consider. Customers that deal with great customer service are more likely to be satisfied and to return to do business with you again. Furthermore, great customer support ensures that any issues customers may have regarding product or service, are dealt with in accordance with customer satisfaction. Also, some types of businesses need to have surety bonds that insure customers from fraud and protect them from incontinence, while building trust and loyalty at the same time.

Moreover, every customer complaint is a chance to improve your business and build more loyalty. When your customers see that any issues they may have are properly resolved, they will perceive your business as dependable and responsible. Also, it will show your customers that they matter to you and in return, they will reward your efforts with loyalty.

Ensure Quality of Product and Service

Trying your best to meet the needs of your customers certainly drives customer loyalty. By guaranteeing the quality of product or service, you are enabling your customers to obtain exactly what they purchased. Furthermore, by staying consistent with your services, customers will know exactly what to expect from you, elevating the reliability of your business.

In other words, when it comes to quality of product your customers will be more loyal when you sell them the product you marketed and not something entirely different. Also, be precise with delivery of product and services on agreed date and time. Your customers will appreciate the fact that you make deliveries on time and they will continue to procure services from you because they know you are trustworthy.

Appreciate Your Customers

It is not that hard to build customer loyalty, all that is required is dedication and the will to find the best way to meet your customers’ needs, as well as a way to improve their experience. After all, if you appreciate your customers, they will also appreciate you.

 

Oscar is a writer from Sydney and one of the editors at Bizzmarkblog. He enjoys conducting research in the vast fields of business and marketing and writing about the useful insights he gathers on a daily basis. Follow Oscar on Twitter to stay updated with his latest posts.

Are You Ready For The Next Step?

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If there’s one thing that you can guarantee about your business, it’s this: if it’s not moving forward, it’s falling behind. There is no such thing as being able to settle down and stay still in the world of modern business. As soon as you decide that you’re comfortable where you are, your business is going to stagnate, and your competition is going to leave you in the dust. Every business owner should be looking forward to the next stage in their business’s evolution, ready to face whatever it is that’s going to come along. Of course, the doesn’t mean that you should throw your business into the future without thinking about things carefully. If you try to push it forward without thinking carefully, then you could well end up in a pretty precarious position. With that in mind, here are a few things to think about when trying to make sure that your business is ready for the next step.

How can you reach new customers?

If you want to grow your business, then you need to expand your customer base. Otherwise, your business simply won’t be able to sustain its growth and will end up collapsing under its own weight. There are plenty of ways to reach new customers, and each come with their own unique challenges. You might want to expand to new demographics, in which case you’re going to need to put a lot more time and effort into creating effective marketing strategies. Perhaps you’re looking at expanding into more international territories. If that’s the case, then you’ll need help from one of the UK’s leading translation companies so that you can be sure that you’re communicating effectively with customers no matter where they are in the world. Being able to understand the challenges involved in reaching new customers is the only way to avoid making obvious mistakes or losing out on potentially profitable markets.

What new additions does your business need?

As a business grows, so do its needs. This could be in terms of your employees, technology, or financial support. Figuring out how any form of expansion impacts on the structure of your business isn’t always easy but it’s definitely worth doing if you really want to get the most out of any given situation. Do you need new employees? Then you need to figure out how many and where they’d be best utilised. Is your company’s tech not up to scratch? Then you’re going to want to figure out what technology will benefit your business most and whether or not you can afford it.

Do any existing elements need adjusting?

If there’s one mistake that many businesses make more than any other, it’s assuming that their existing business is strong enough to build on top of. If the foundations that you’re building on are crumbling, then everything’s going to come crashing down. Look at the infrastructure, workforce, and working methods of your business and figure out what works and what doesn’t. The things that work can act as the basis for all future developments to your business. The things that don’t need to either be adjusted and fixed or left behind entirely. Refinement is one of the most important things in your business.

Make Your Business Loud and Clear to Consumers

Feel like your brand isn’t getting enough love from consumers? If that is your mindset, what do you intend to do about it moving forward?

Unfortunately, too many business owners do not do enough to get their brand’s name out and about. As a result, they pay the consequences in terms of sales numbers slipping. When that happens, the writing could be on the wall that one’s business is headed for a slippery slope.

So that you can make your business loud and clear to consumers, you have to make sure you are promoting it anywhere and everywhere.

This also means that your employees (unless you are a one-person show) are doing all they can to get the word out there.

With this in mind, is it time for you to make your business more loud and clear to consumers?

Working In-House and Outside the Office to Promote Your Brand

For you to get the most attention in and out of the office for your brand, remember a couple of important tips:

  1. Message and Your Employees

Without a clear and concise marketing message, how do you expect most consumers to find you?

Make sure each and every marketing message you send out has had some thought put into it. Secondly, it is also important to know your audience each time you reach out to them. Lastly, the vehicle or vehicles you use to transport your message (email, social media, texts, press releases etc.) also need to be thought out before you hit send.

As for the messengers, your employees and current customers (see more below) are two of your best resources.

When it comes to the former, be sure your workers are up to speed on a whole host of ways to make your brand as relevant as possible. Two such means are video conferencing and webinars for your business.

With video conferencing, you can greatly reduce one of the issues that many growing businesses run into.

That would be when offices are spread out both nationally and globally. When this happens, getting all the employees together as one can prove challenging.

By turning to video conferencing, you can bring your group together, allowing for both information and thoughts to flow freely. Best of all; the company feels like one big family.

As for webinars, this is another valuable tool that too many businesses fail to capitalize on. Webinars allow your company to spread your brand’s name online, with the added advantage that they are available in essence 24/7/365.

If you are not using webinars now, think about doing them sooner rather than later. In doing so, be sure to promote them anywhere and everywhere.

This is especially true on your social media channels, channels (Facebook, Twitter, LinkedIn, You Tube etc.) that should be getting plenty of action.

  1. Message and Your Customers

As great as your employees can be at delivering your company’s message, never forget your customers.

By giving them some incentives to promote your brand, you can get more marketing bang for your dollar.

For instance, don’t take your long-term customers and/or those who spend a fair amount of money with you for granted.

You can offer them items such as rewards programs, first shot at sale items before they go on sale to the general public etc. In doing so, many of your customers will be more than happy to help spread your company’s message to friends, family, even strangers in some cases.

As you can see, your message and the messengers both play key roles in your company’s ability to be successful.

Take a step back and see where your brand might be coming up short at the moment. In moving forward, make sure your business is heard loud and clear by consumers. 

 About the Author: Dave Thomas covers business and marketing topics on the web.

 

 

 

 

Lead United: Leadership Skills For A Top-Scoring Team

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The very best sales teams can feel the pressure on occasion. The world is littered with targets and performance tools, and these can contribute to a lack of productivity, rather than aid it. People will feel the tension in different ways, and with some people, it can help them by giving that adrenaline and kick that they need, others can crumble. The one thing that can make a difference to a team is its leader. The manager of a group of people can dictate, or they can guide. The leader of a team is the barometer, people will look to that person for praise and encouragement, and there are many line-managers that don’t have the right touch, and will inadvertently cause low morale. Where do you, as a leader, begin to give your team the right type of push?

Communicate Consistently

Communicating the vision of the team is one way to reinforce the purpose. By doing this, it keeps people clear in the knowledge of what their end-product is. By making sure that each person in the team knows their own individual role and what their own goal is in relation to the bigger picture. This will instill not only purpose but focus in each part of the machine. Each team member should be able to see the vision set out reflected in the decisions you make as a team leader, and the vision should be connected to their own goals. Transparency in an organization is the valuable trait to inspiring employees and helping them to understand their part in the whole company.

Work On Developing Talent

Mentoring and feedback are something that can be lost in the midst of targets and goals. While it is an important aspect of a business to monitor the productivity of a member of staff, using their “numbers” as a reason to make them work harder is not enough. This is where the power of “why” comes into play. By asking opinions and perspectives of a situation, this will get you to the core of a person. Their attitudes and behavior is key to understanding how they work as an individual. Speak to them and see what the underlying issue is. As leaders, we are so focused on the short-term tasks that we neglect the long-term ones, and our employees are a long-term investment. We need to see if there is a fundamental skill they may need to brush up on. There is sales team performance enablement software that can be used to develop employees, from providing training to using systems to help make peoples’ jobs easier, and by using the right tools in conjunction with the development of talent; it is working to make a better workforce all round.

Express Your Gratitude

On a personal level, expressing your gratitude for a person’s work will really help to bolster performance. You are making them feel valued, and this will translate into a better working attitude. It is easy to give a pizza to your team as thanks, but personal and heartfelt appreciation will last much longer.