How to Improve Your Customer Experience

As we are seeing the trajectory of the dominating online business world, customer experience has been prominent as a leading pillar in the foundation of marketing. Consumers are looking for the best possible customer service, over 85% of whom will pay up to 25% more for such an experience. Feeling valued and as though you are supporting a business that values its customers is something that will lead to repeat business. Failing to uphold high-quality customer service will result in a loss of business.

Researchers are finding that almost 90% of customers will go to a competitor because of poor customer service. A great customer experience is rooted in the company's ability to create a supportive environment for employees who are handling customers. Prioritizing an inclusive and empowering company culture is a very effective method to ensure employees can deliver a great experience. It is also a major attraction to those looking for jobs in today’s market.

Studies have shown that 94% of entrepreneurs and 88% of those searching for jobs say that company culture is critical for success. 

The pattern we are noticing here is that providing a community-based environment for employees to work in translates to success in the quality of customer experience. Employee retention dips when they don't feel valued, it was found that 77% of Canadians who left their job in 2020 did so for a better opportunity. The same concept applies to customers, the customer experience is the root for 80% of the connection customers feel to a brand. The goal is to be in a position where your company can provide a supportive environment for both.

So how can you create an environment that delivers a top-quality customer experience? 

Customer Support Systems

With so many businesses gaining their sales through eCommerce, quality of experience and customer relations must be maintained. It is no longer the faces you see in the store, customer service must be easily accessible online. Methods like 24-hour access to a representative, live chats, and even social media are great for upkeeping customer care. These systems must be held to a standard that is frequently checked and updated for quality assurance.

Hire Accordingly

Hiring individuals who possess the skills to deliver this experience is where the process begins. Communication skills are after all the most sought after in any business environment. To find these candidates, ask interview questions structured on how important company culture is to them and what makes a customer experience special. Even after an individual who meets this criterion is hired, training practices that prepare for these service standards must be implemented. 

Upkeep Standards of Product

Whatever business you’re in, you are providing something for someone. How great is what you’re offering? Is it worth the price? Quality assurance is an essential pillar to gain clients, but also to create repeat business. For example, if your company provides a service, have standards for consistency of delivery. If you sell a physical product, ensure that it is kept in the right condition and that quality is consistent. It is the recurring theme of ensuring consistency of quality to support consumer needs that separate a good customer experience from a great customer experience. 

Value and Analyze Feedback

Asking clients how their experience was is an effective tool commonly used by many businesses. Take this feedback and find ways to improve current tactics that will be reflective in your organization's delivery of services. Not only is this demonstrating your care for the client's input, but it allows for a direct answer to any possible issues in your current methods. A lot of times, people associate critique as a negative. That it is almost an insult to the company when this is simply not the case.

There is always room for improvement no matter how advanced a company, organization, team, or individual is. So in short, embrace feedback.

Conclusion

While developing a customer experience standard, know that you will not always be able to please everyone. This is just a natural part of the development process, and it’s important to know that no company ever fully develops to perfection. As we looked at, even negative critique can lead to positive changes in the future. Refer back to these tips while developing your customer service systems. Decide what your organization stands for and how you will live up to the standards you make for it. 

We work with successful companies to increase their net profits using exceptional custom software solutions, contact us here to see how we can help your business grow!

Influencer Marketing: Expanding Your Reach

Entertainment outlets are readily available to us 24/7, platforms like TikTok, Instagram, and YouTube can have us hooked for hours each day. This can be correlated with the pandemic causing an online shift and leaving us searching for new forms of entertainment. As a result, the rise of influencers has increased dramatically over the past two years. As well, influencer marketing has taken off immensely, causing more than 50% of all marketing agencies to invest in influencers.

The consistent reach that influencers can attract on platforms is like nothing ever seen before. In particular, TikTok has over 1 billion monthly users and engagement through the roof. 

The short video concept allows creators to hold the attention of the audience with the endless feed offered. So what’s the difference between marketing on a platform like TikTok compared to Instagram or YouTube? The algorithm of TikTok makes it so it doesn’t matter how big or small your following is, the feed pushes out videos and you can generate millions of views. 

The addictive layout of TikTok keeps users engaged all day, laying the ground for an enormous amount of advertising real estate. This as a result has created a platform for hundreds of thousands of influencers to promote their affiliations as well as their own brands. So how does this benefit a business? What is in it to gain for the marketing department? 

Let's take a look at what we know: 

Why Should Your Brand Use Influencers?

If you’re a brand in 2022 looking to grow, and you’re not already using influencer marketing, you could be missing out on double, even triple the audience you have now. Users trust influencers, particularly millennial users, 40% of whom believe influencers understand their needs. But how many people even really buy products they’re shown on social media?

Instagrams 2020 data found that more than 130 million people shop for products shown to them on the platform every month. To narrow that down, even more, over 85% of women take shopping advice from social media.

How Are Influencers So Effective?

Brands are partnering with influencers to share their audience for marketing their products. For example, a cosmetic company could partner with a fashion influencer to market their latest concealer. The influencer would then post a video of them with no makeup on, getting ready with the product, looking very nice and happy at the end, providing directions on where to buy it. These videos typically average tens-hundreds of thousands of likes and even more views.

The ability influencers have to connect with their audience is extremely valuable. Audiences become obsessed with the lifestyles and personalities of these individuals. As a result, the cost to work with them does not come cheap. 

How Much Can You Expect To Spend?

The amount companies spend depends on the number of followers the influencer has. Accounts with 10-100k followers can range from $100-$5,000 per post, while accounts with over one million typically have a 10k minimum. These estimations will vary based on the situation and agreements between influencers and brands, but the bottom line is that this will be an investment. 

What Can Companies Gain From Influencers?

The return on investment for influencer marketing campaigns is estimated at $6 for every $1 spent, this is leading over 60% of marketers to spend more of their budget on influencers. The creativity influencers apply to marketing products cannot be achieved the same through traditional advertisements. Influencers are trusted, their content attracts people all over the world by just being themselves. Their ability to market themselves translates into marketing products, if they say they use it, the audience will take their advice. 

Conclusion 

Creativity is increasingly being delegated to influencers instead of a creative team with a whiteboard. This can save companies time in their planning and provide a more efficient focus to invest in their marketing. Now, of course, we cannot disregard traditional methods of advertising as companies do need to still have their messaging developed in-house. Influencer marketing is simply a tool to keep an eye on in today’s marketing world.

We work with successful companies to increase their net profits using exceptional custom software solutions, contact us here to see how we can help your business grow!

Tips to Excel at Networking in 2022

The business world involves more than just ideas and work, to enter this world, building your network by meeting people in the industry is your key to opportunity. This can be a challenge, going out to events and introducing yourself to strangers is not in everyone’s comfort zone. However, it is leaving the comfort zone that will help you succeed in any area of your life. 

Building connections opens up an array of opportunities in business, not only can it lead to partnerships or job opportunities, it can be a great teacher. Networking with experienced individuals can allow you to learn a bit about how they think, the path they took, challenges to expect, and mistakes to avoid. It can also be the first step to getting leads on job opportunities.

The most sought-after skill someone in business can have is the ability to communicate effectively and build relationships. These are reflected in your ability to sell yourself, to sell people on your vision, and to connect with the people you meet. 

So we know networking is necessary for our success, but it can leave us confused on how to get started. Fortunately, there are steps you can take to get started and help you build a network that can lead to opportunity.  

Join Associations Related To Your Field

Networking can be the difference between you hearing about a job before someone else. For whatever industry you’re interested in you should join a networking association. For example, someone who is interested in fashion may join something like Fashion Group or someone looking to start a business can join Entrepreneurs Organization. Joining associations can allow you to meet people in the industry, even those who have decades of experience.

Also, meeting someone in a social setting as opposed to a formal meeting will allow your relationship to genuinely build itself, leaving the opportunity for it to become more meaningful. 

Be Prepared

Have an understanding of the point you are making by meeting people in the field you’re interested in. You should be able to answer the basic concepts of what it is you do (or want to do) and why it’s important. Don’t make it so you are walking them through your entire origin story, but be able to casually converse about what you’re doing. This will come with practice and a good understanding of your purpose. 

Be Open 

In social settings, nerves can set in making us feel shy but this is counterproductive to the purpose of networking. Don’t shy away from small talk, although it is commonly talked about negatively, you should embrace it. These conversations may turn into a bigger conversation, networking isn’t all business discussion from the jump. As well, be ready to give people your contact information (a business card is most useful) you never know what could come.

Approach Appropriately

Read the room from the jump, look for who seems open to talking (so that you are not interrupting) and introduce yourself or make a comment. The nerves can kick in when you get there and are looking for an opportunity to talk to someone. This is when using your body language to appear open and confident is useful. Remember that you are in a space where people are there to be social, there is unforeseen opportunity in these situations. 

Ask Questions

Talking about your goals and small talk can only go so far, remember you are here to build a network that involves people beyond your circle. Asking people questions about themselves and their careers can teach you a lot and express your genuine interest. You’re not interrogating the person, but make sure to always be curious. 

Be A Listener

We all love to talk about ourselves and all the success we’ve reached. However, we want to treat networking like a normal conversation, we must realize the opportunity we have to learn. Don’t always look for ways to bring the conversation back to yourself, listen to what they have to say. Being an effective listener will not only allow you to learn, but it is a skill that people notice and value. 

Conclusion 

Networking doesn’t have to be something to be nervous about, preparing yourself and knowing what you want to gain will serve you well in your confidence. Every time you meet someone in your field, online, or in person, it is a chance to build your network. You can never know what building a relationship with someone will do for you. It can lead to relationships that stretch beyond your professional life which is especially valuable. Take chances, take risks, give yourself the chance to meet someone.

We work with successful companies to increase their net profits using exceptional custom software solutions, contact us here to see how we can help your business grow!