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Customer Service is Improved by Matchmaking

“Your call may be recorded for training and quality purposes.”

We’ve all heard this before. Companies use call center recordings for training and compliance purposes. But imagine a solution that uses technology, data and analytics in real-time to automatically match customers to like-minded customer service representatives. Software that uses algorithms to analyze customer speech for tone, tempo, and syntax to identify the customer’s personality type and behavioral preferences.

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Personalized Marketing Solutions

You might have noticed that I talk a lot about customer experience. Perhaps this is because of how important the experience of your customer is–but how little time companies seem to put into making customer experiences special. One thing I’ve noticed is that over the years, companies big and small have made changes to incorporate a better customer experience. Whether this is because of the dawn of the internet, where company reviews will never die or because companies realized a shift of power was happening no one can really say. Maybe it’s a little bit of both. Either way, the customer experience has certainly changed–and will continue to do so throughout 2017.

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What Led to Amazon Being a Household Name

These days, Amazon is practically a household name. Of course, they haven’t always been at the top of the game. In fact, it took a lot of hard work and customer care to get to where they are now. Among companies today, Amazon is arguably the leader in continuously raising the bar. In 2013, the company released its Mayday button for the Kindle Fire HDX tablet. The single-click support solution allows tablet owners to access an Amazon customer service representative via webcam. Within fifteen seconds, an Amazon representative shows up on-screen to solve problems in a responsive fashion with a simple touch of a button.

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What Marketing And Change Have In Common

There are so many marketing companies out there these days doing so many different things. From commanding the digital space to being more effective in branding, marketing companies certainly aren’t lacking in options for their specialty. But while the number of marketing companies continues to grow, the one thing that remains constant in how they reach you…is change.

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How Transparency Leads to Authenticity

Perhaps you’ve heard the name Kim Kardashian. I’m not a Kardashian follower myself, but naturally I’ve heard of Kim. Who hasn’t, am I right? Celebrity branding expert, Jeetendr Sehdev, recently wrote a new book titled
The Kim Kardashian Principle. In it, he explains why transparency leads to authenticity, an intimate experience that audiences want to have with their favorite brands according to the AMA. Sehdev argues that overexposure, limited editing and flaws are actually good things, despite their sometimes negative connotations. Read the full article about Sehdev’s new book here.

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Making A Good First Impression

When it comes to your customers, it’s important to realize that building a relationship with them begins immediately.  When you meet someone face to face, you have about seven seconds to make an impression. Seven seconds! The truth is, your website probably doesn’t have much longer than seven seconds to keep the attention of your customers and your potential customers. Everything from the color palette you choose to the font you use speaks volumes of who you are as a company–and what you stand for.

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How to Manage Customer Relationships on Social Media

Don’t get caught up in thinking that customer relationship management is just for those big box store brands. As it stands, managing the relationship you have with customers can make or break your business. If you’re a business owner, an entrepreneur, or something in between, I’m willing to bet that you’re wanting your business to succeed–and customer relationship management is key. Sure you can invest in expensive CRM software, but remember that all the software in the word can’t take the place of YOU.

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Customer Service: Improving Your Online Reputation

It’s no secret that customers appreciate good service. Naturally, in order to get them through your doors, you first have to market to them. There are the traditional channels, of course– television, online, and even printed ads may do the trick. Of course, the latest trend is marketing a business doesn’t rely much on marketing that we the business owners create–it relies on customers who have given us a chance to impress them.

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Purple Goldfish Hall of Famer–Zappos

Hall of Fame Class of 2010–Zappos

Sometimes winning customers can take more than having what they want–it can mean sending them somewhere else to help a customer. At least, that is one reason Zappos has found as much success as they have. They also offer free shipping both ways, free upgrades, and a 365 day return policy. These little extras have paid off big with customers of Zappos over the years– and no one recognizes that more than Zappos themselves.

THE ORIGIN

Zappos was born in 1999. The original idea was to create a website that offered the absolute best selection in shoes in terms of brands, styles, colors, sizes, and widths. Since 1999, the company’s aspirations have evolved, but their goal to be the company providing the absolute best in online customer service has never wavered. Zappos delivers happiness.

WHY SO MUCH FREE STUFF

The CEO of Zappos, Tony Hsieh, has never confused customer experience with an expense. He says, “Our business is based on repeat customers and word of mouth. There’s a lot of value in building up our brand name and what it stands for. We view the money that we spend on customer service as marketing money that improves our brand.”

TAKEAWAY

Many times, a business will get so caught up in what they’re spending to bring customers in, they can forget that it isn’t always about the almighty dollar. When you view “spend” as “customer experience” instead, it can make all the difference in your bottom line.

Today’s Lagniappe (a little something extra thrown in for good measure) – here is Rachael Ray putting the customer service of Zappos to the test during the busy holiday season.

How To Attract The Right Kind of Customer

Giving customers what they want. It seems like a simple enough process. After all, if they’re buying your product or service–they’re obviously in need of your product or service, right?

Not exactly. Now I’m not saying that the above isn’t true. After all, if they didn’t want your product or service, they wouldn’t be buying it. However, have you ever given thought to why they chose your product or service over the millions of others that are out there? There are a lot of reasons, but I’d guess that about 9 times out of 10, they chose you because you somehow spoke to them as a customer.

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