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The Positive Secret to Outbound Marketing Success

Thursday is guest post day here at Duct Tape Marketing and today’s guest is from Jonathan Curran– Enjoy! 

Contrary to what many internet marketers have been telling the world, outbound marketing is not dead. Inbound marketing channels have almost certainly made outbound marketing less popular but it is far from extinction.

Yes, that is true. Why do you think the television is not dead yet? Why are big companies still pouring out millions of dollars each year for advertising campaigns?

That’s the good part.

The not-so-good part that you may be well aware of is that outbound marketing campaigns are designed to cast a net (marketing message) over a huge audience in one go. The audience in this case is not highly targeted and people have shorter attention spans given the fact that the television or newspapers are not the only sources of infotainment. Not anymore.

Does that ring the bell? It should!

It is now more important than ever to blow an air of positivity into all of your outbound marketing campaigns for better results.

Why, you ask. Let’s check out!

Why Campaigns Built Around Pain Points Can Be Risky

Some marketing managers tend to focus more on pain points while drafting TV/radio advertisement scripts. An insurer, for example, has the option of portraying either a sad or a happy story in an advertisement, mailer or some other material sent out to customers.

While a tragic story revolving around life insurance policy may almost certainly convince the target audience to get one, people may also form a negative opinion about the insurer for having made them feel sad for few moments.

Such impressions, even if created subtly in target audience’s subconscious minds, can result in negative brand recall.

Make the Target Audience ‘Feel Good’

Instead of indirectly threatening people with dire consequences if they did not choose your product or service, how about making them feel good about something?

Take this diaper advertisement by Huggies, for example:

How does that make you feel? Even if such an advertisement (one that actually makes people smile or think over something beautiful, peaceful or satisfying) is first aired on TV, it is likely to land up on social media networks and get viral.

Now, you cannot hope to be able to create something that good every time but it is worth the effort to try and create campaigns that make people feel good and not threatened.

Focus on Striking a Chord with the Audience

Since customers do not interact directly with an outbound marketing campaign, it is absolutely necessary to look out for ways to strike a chord with the target audience.

Have you studied the motivation triggers that lead people to buy products you sell?

How about entertaining more and trying-to-sell less?

What if your marketing message delivers a powerful message which is not as such related to your product but makes people subconsciously relate it to your brand?

A great idea won’t pop up in the first go. It would require a series of constructive brainstorming sessions around ideas that people can easily relate to.

Needless to mention, you’d have to iterate the mass message not once but many times over before you get it right.

Make ‘Positivity’ a Part of all Outreach Programs

Newspaper/television/radio advertisements or other mass marketing messages broadcasted to hundreds and thousands of people in one go can go a long way in increasing brand recall if you consistently make ‘positivity’ a part of all outreach programs.

Everything from the imagery, text and voice to motion pictures can be selected and iterated in a manner that your marketing message gets encapsulated in positive and hard-to-ignore shell.

The Final Word

Outbound marketing is expensive. Make every penny count.

Blowing an air of positivity alone won’t necessarily motivate customers to buy your products or increase your brand recall value but it does help a great deal.

Jonathan CurranThe article came from Jonathan Curran who is Author and Director of PROMOTIVATE Speakers Agency. They represent world’s leading motivational, business, conference, marketing and adventure speakers. Sharing this knowledge he helps companies and individuals unlock how to ‘make it happen’ and the importance of finding the right work/life balance which leads to improved happiness and greater success.

 

Prospecting on LinkedIn: 3 Easy Steps to Finding Your Ideal Clients

Thursday is guest post day here at Duct Tape Marketing and today’s guest is from Jean Hanson– Enjoy!  

By now you know that LinkedIn, the world’s largest professional network, is the best online tool for B2B prospecting and finding your ideal clients. But many people fumble about the site, not quite sure what to do, so they begin by connecting to the people they know, such as friends and family. Now what?

Step 1: Make a wish list of companies you want to do business with

After making your list, use the search box to find their company page. I’ll use an example of a commercial cleaning company prospecting for local banks. They’re trying to find a way in but don’t know any of the players.  After finding the company page, click on the yellow Follow button, to start receiving notification of their company posts.  This will keep you connected and up to date on what is happening with their company.

Step 2: See how you’re connected

LinkedInNext, look at “How You’re Connected” to see if you have any 1st, 2nd or 3rd degree connections. If you do, take a look at these people to see if you know any of them personally.  If so, you could contact that person either through LinkedIn or by picking up the phone and requesting a third party introduction to the person responsible for hiring cleaning services — or perhaps to a person in the company who would know who that decision maker is.

If you don’t have any close connections to the company, click on the “Followers” link next to the yellow Follow button, and you’ll see everyone that is following company updates. Most likely, key company employees will be following their own company status updates.

Step 3: Look for common ground

Start looking at the profiles of key players in the company that you could potentially connect with. In the example below, I’ve found a company Vice-President, and see that he has advanced non-profit fund raising skills.  If I were active in any local non-profit activities, I might keep this in mind if I’m in need of any advice regarding fund raising for that non-profit.

LinkedIn

As you review the profile, also pay attention to companies they’ve worked for and educational institutions they’ve attended. Perhaps you’ll spot a common connection. If they belong to any Associations such as the local Chamber of Commerce, send an invitation to connect and mention the common membership. This also applies to any common networking or volunteer organizations you both may belong to. Most people will accept your invitation to connect if you mention something you have in common.

And finally, look at the LinkedIn groups they belong to.  In the example below, this person belongs to a group called “Hockey players doing business together”.  Since we are in Minnesota (the land of hockey), you just might have found a common interest, and could join the group and start building a relationship with not only this particular prospect, but other members of the group.

LinkedIn

As you can see, LinkedIn can be a very powerful tool for prospecting and finding your ideal clients. But it’s not simply a numbers game where you go through and collect as many names as you can in order to blast them with sales pitches. Rather, it’s a slow moving process of building meaningful connections with targeted prospects.

Once you’ve connected with these prospects, begin engaging them by following the 4-1-1 Rule, which is a concept created by Tippingpoint Labs and Joe Pulizzi of the Content Marketing Institute.  This is a concept originally created with Twitter in mind, but it can be applied to all social media status updates. The concept is that “for every one self-serving tweet, you should retweet one relevant tweet and most importantly share four pieces of relevant content written by others.”   This way, your followers won’t feel bombarded with desperate attempts at selling them your products or services. Instead, they’ll see you as a helpful resource that always provides relevant, useful information. And when the time is right, it’s YOU they will contact.

dtm-blog-jean-hanson-150x150Jean Hanson is a long-time entrepreneur, co-founding two commercial cleaning companies, running a virtual assistant business, and in 2005, launching a business portal for commercial and residential cleaning business owners. Jean is also an Authorized Consultant for the world-renowned Duct Tape Marketing System. To learn more about her marketing business and to apply for a free marketing audit, visit MarketingSystemsByDesign.com.

 

5 Steps to an Email Newsletter Your Customers Will Love (and share!)

Thursday is guest post day here at Duct Tape Marketing and today’s guest is from Amanda Cook – Enjoy! 

Email Newsletter

photo credit: flickr

“It’s time to write your email newsletter.”

Quick – what’s your first reaction to that statement?

If you’re like many small business owners, you’re filled with a sense of dread, an urge to procrastinate, and the thought “no one reads it anyway – shouldn’t I work on more important things?”

Many people create an email newsletter because they’ve been told that it’s good for business – but they don’t really believe it – and it shows in their emails!  If you don’t believe in what you’re doing, your customer can tell – and your email subscribers will be less engaged and responsive.

A successful email newsletter requires a shift in thinking.  Instead of just telling your customer about your latest sale and some random article you wrote because you should include an article in your newsletter – reframe your email newsletter as a way to engage with your community.

People are busy.  They’re not going to see all of your social media updates, and certainly won’t remember to check your website regularly.  But they did opt-in to your email newsletter because they WANT to hear from you.  They believe that your business can help them solve a problem or get better results.  They just want to hear from you in the right way.

Steps to Creating a Successful Email Newsletter

  1. Go Pro with your email newsletter.  To quote Steven Pressfield, the first step is to decide to “go pro”.  That means using an email service like Aweber or Mailchimp (never sending from your personal account!), only sending to people who opt-in for your email newsletter, and setting expectations up front about how often you’ll email (Daily? Monthly? People want to know what to expect.)
  2. It’s not about you.  This is the #1 most important step for a successful email newsletter. Stop thinking about what you want to sell – and instead, step into the shoes of your customer.  What is she doing this week?  What problems is she facing? How can you help?  Your newsletter needs to be relevant and helpful to your customer.  Yes, it can include offers, but it needs to be linked back to how it’s going to benefit her.  When you get this right and create a truly useful, relevant email, you’ll see your customers engage with you and even forward it to their friends!
  3. Make it scannable.  How much time do you spend reading an email?  Probably only a few seconds before deciding whether to read deeper or hit delete.  Combined with the fact that many people check email on a mobile device, and you need to make your emails easy to scan with bold headlines, sections and bulletpoints.  You might test emails that simply contain a teaser with a link back to your latest blog post, rather than including a long article within the email itself.
  4. Make it actionable.  Make it easy for your customers to take action on your email newsletter.  What do you want them to do?  Buy something? Read your blog post?  Forward it to a friend? Share it on social media?  Decide on the 1 call to action for your email, and make it easy for them.  Include action phrases like “Click here to read…”  Don’t be afraid to mention (and link) to your call to action several times within the email.  Many people won’t make it through your entire email, so don’t save it until the last line!
  5. Write a good subject line.  You know headlines are a key part of a successful blog post – well subject lines are the email equivalent – but they’re even more important!  If you have a boring subject line (“June Newsletter”, anyone?), your customer will delete the email before they even open it!  It doesn’t matter how fantastic your content is – they’ll never see it if they don’t like the subject line.  You can learn what makes a good subject line by studying headline copywriting – but in the end, you need to test and experiment to see what works for your email list.  You can also use the split-testing functionality in your email service provider to test several subject lines for the same email content to see which gets the most opens and click-throughs.

Rather than seeing your email newsletter as another marketing item to check off your list – reframe it as a way to connect with your potential customers.  If you approach your email newsletter as a way to show customers how you understand their specific challenges – and can offer helpful tips, resources and products to overcome them – you’ll see your engagement and responsiveness increase.  And you’ll find writing your regular newsletter gets easier when you see it as a key way to engage your customers, rather than simply promote your products.

Amanda Cook_sqAmanda Cook is an online strategist, certified holistic health coach, and host of the weekly WellpreneurOnline podcast.  Each week, Amanda interviews successful entrepreneurs about how they’ve grown a healthy business – online.  She also runs a free 5-day blogging challenge to fill your blog with content your ideal client will love (and share!)  Connect with Amanda on twitter.

Creating a Strong Online Presence for Marketing Success

It is guest post day here at Duct Tape Marketing and today’s guest is from Lucy Godwin – Enjoy!  

Online Presence

According to Google, 97% of consumers use the web to search for local businesses – and if the vast majority of your potential customers are online, you should be, too. Having a strong online presence is a crucial component of your marketing strategy, no matter what size your business is or what industry it belongs to.

An online presence is important for outbound marketing because it reinforces your brand and what you offer to your target market. Once you’ve communicated with your audience, you’ll need to have a web presence that helps portray why your product or service is so great – because that’s the next stop for the majority of your potential customers.

It’s also vital for inbound marketing, because quality online content will help attract customers even if they haven’t heard of your brand.

So here are three of the first things you need to look at when building your online marketing efforts.

1. Your website

All businesses, no matter how small, should have a website. It can be extremely basic, but it should contain the fundamental information customers – both existing and potential – need. For example, one frustration I encounter far too often is restaurants that don’t have a website with a current menu, opening hours, location and contact information. I know I’m not alone in that if I can’t find these details, I’m less likely to visit the restaurant – but there’s no reason a business should lose potential customers over something that’s so easy to remedy and costs very little.

A basic website is pretty easy to set up using an application like WordPress. WordPress is a free blogging tool and content management system that gives users the option to pay a little more for the premium version. If it’s relevant to your business, you can even add an online shop – after all, in 2013, 70 percent of consumers preferred to do their retail shopping online.

If you’re not sure where to start, there’s a great guide to WordPress for small businesses on Social Media today. It’s easy to understand and runs through the factors you need to consider and steps you need to take when setting up your small business website.

If you’re starting from scratch and not sure what your website should include, survey your existing customers. Whether you send out an email asking for their input, or mention it casually while making their coffee, it’s the best way to get the insight you need – people love to be involved and share their opinions.

2. Search engine optimization

Once you have a website, it’s vital that it can actually be found by search engines. After all, 89 percent of consumers use search engines to research a product, service or business before making a decision. To take advantage of this, you need to make sure to look at search engine optimization (SEO) for your website.

In case you’re not completely sure what SEO means, how it works, or why it’s important, here’s a quick rundown:

  • What: The purpose of SEO is to make it easy for search engines to find your website and list it in their ‘organic’ (as opposed to ‘paid’) results.
  • Why: People tend to trust search engines, so websites that appear high in results pages are more likely to receive traffic.
  • How: Using search-engine friendly methods to improve your website.
  • Who: Everyone – anyone who has information that people want to find on the internet should be using SEO techniques.
  • When: All the time – SEO is an ongoing process. It’s important to monitor the information on your website and make sure it’s current and correct. Search engines also love new content, which is why starting a blog can do wonders for your SEO.
  • Where: Major search engines include Google, Yahoo and Bing. They connect people all over the world to the content they desire, from products to services to information.

The Beginner’s Guide to SEO by Moz and Google’s Search Engine Optimization Starter Guide both give a fantastic overview of the basics and will help you optimize your website.

3. Social media

Social media is an important part of your online presence that improves your chances of generating additional revenue and building customer loyalty. It allows customers, potential customers and other interested parties to engage easily via a channel that plays an important role in their everyday lives.

Although not every social media channel will be relevant to each business, it’s definitely worth looking into your options. For example, Facebook and Twitter will serve a purpose for almost any business – it’s a great place to post news, tips, photos and videos and ask and answer questions.

In addition to Facebook and Twitter, you might find Instagram, Google+, LinkedIn, YouTube, Pinterest, Tumblr, FourSquare helpful. Make sure to research available channels and find out if they will work for you. Instagram, for example, is a photo-sharing network, so it works wonderfully for businesses selling ‘beautiful’ products such as jewelry, food or housewares. It’s important to consider your target demographic – Instagram has around 130–150 million users, over two-thirds of which are women between the ages of 18 and 35. With Instagram, you’ll also need to keep a smartphone handy to properly access your account and engage with your audience.

Once you’ve decided which social media channels to use, get a clear idea of the kind of content you can share. The more compelling and engaging your material is, the more likely your followers will like, comment and share your posts. Engagement is key to promoting your brand – not only will it make you more appealing to existing customers, the more positive social activity that goes on, the higher the chance is that their friends will be exposed to your brand and intrigued by what you have to offer.

When they do this, they’re engaging with your brand and their networks (friends, family, colleagues) are seeing that engagement and may be prompted to check you out for their own needs.

 

lucy-godwinAuthor bio: Lucy Godwin lives in Wellington, New Zealand and is an outreach writer at Xero accounting software. Her role exposes her to the small business, startup and entrepreneur community, and she blogs for them about everything from marketing to cloud computing to finance. Connect with her on Twitter @LucyJaneGodwin.

3 Steps to Double Inbound Leads in 60 Days

Thursday is guest post day here at Duct Tape Marketing and today’s guest is from Erik Luhrs – Enjoy!

3 Steps to Double Inbound Leads in 60 Days

photo credit: shutterstock

I love talking to new prospects! They are ALWAYS convinced that they’ve already tried “everything.” They are convinced that the only way to get more leads is to increase the amount of people who see their messages. They are convinced that rapidly multiplying leads and sales is just a fantasy.

And they are always wrong.

Now you’re probably thinking “Oh BS, Erik! What could you possibly know that is so much better than all the other experts we’ve asked for help?

The short answer is that it’s not about what I know. It’s about what your prospects know…that you ignore! We’ll get to that in a moment.

First, let’s sum up the problem of “not enough leads.”

The cause of this situation is 3 factors:

  1. You blend in with your competition because you are a “me too” business (“Oh they sell widgets? Me too!”) .
  2. You define yourself / your business the same as your competition (“We are the #1 Widget producer in North America”…same thing everybody else says).
  3. You think quality/service/price/experience/caring about our clients/etc means something to the prospect (“With our 50 years of experience we have created a quality team that can deliver the service you need at a price you can afford. And remember we really care about our customers”…SNORE!!!)

What happens with all of this type of communication is that you are trying to be logical and trying to communicate with the conscious mind of your prospect.

The problem is that humans live their lives 99% SUBCONSCIOUSLY, so the subconscious is in control. The 1% of conscious awareness humans have is not in control, but that is the part of the mind EVERYBODY tries to talk to. It makes no sense!!!

So the simple secret to rapidly increasing leads is to start talking to the 99% of the mind that is in control!

How? Well, there is a lot to it, but here are 3 steps to get you moving in the right direction (and if you actually use them you will be ahead of 95% of your market).

  1. RE-POSITION: Instead of trying to solve every problem your audience has ask your target what their real, immediate problems are. Go deeper than “we need more sales,” “we need more staff,” “we need faster processors.” Find a single problem BEHIND their general problem, and solve that. Hint: When you can hear someone’s voice change or you see them start to look uncomfortable you will know you have touched one of their subconscious issues.
  2. RE-PRESENT: Once you have chosen that one deep, real problem that you will solve become the go to experts for that aspect of that problem. Basically, focus and stay focused.
  3. RE-PACKAGE: Connect your offerings to that one aspect of that one problem you now solve and describe what you do in that context in all of your messages.
  4. (bonus step) RE-DISTRIBUTE: Use every channel (online and offline) that you can access and spread the word of your new “Position” to the world. Own this new space!

Once you are talking to the subconscious mind of your target audience they will have no choice but to pay attention. More attention means more people looking at your messages, which means more responses, which means more leads.

Or you can just go back to doing and saying what everybody else does and says. The choice is yours.

Choose wisely!

 

Erik LuhrsErik Luhrs is known as The Bruce Lee of Sales and Lead Generation. He is the creator of The GURUS Selling System and Front-Loaded Lead Generation. He is the author of the book BE DO SALE and the ONLY expert in the world on Subconscious Lead Generation!

On April 30th Erik will be hosting the FREE webinar ‘3 Steps to get Prospects to Contact You Ready to Say YES!’ In the webinar Erik shows how to apply Subconscious Lead Generation tactics to your Lead Generation and Marketing messages to immediately double or triple open, read and conversion rates. To register go here now: http://bit.ly/JantschLuhrs

 

 

How to Get Past Cold Calling

Thursday is guest post day here at Duct Tape Marketing and today’s guest is from Andrea Hewitt – Enjoy! 

Cold calling is proven to lead to high levels of anxiety for at least 40 percent of sales people during their careers. That’s why every company should strive to get to the point where they can stop relying completely on cold calling and finally see hot leads coming down the pipeline.

Unless you become a giant corporation, which is not the case for most companies, you’ll still be tracking down new clients through cold calls. It’s the perfect way to touch base with many potential customers that wouldn’t find you otherwise.

But how do you transition to less cold calling and more customers coming to you? Start with these four steps and you’re sure to see more hot leads coming your way:

1. Provide a great product or service

The easiest way to draw people to your brand is to have an incredible product or service to offer them. Find a need in whatever market you want to break into, and make something great to fill the void. You don’t always have to reinvent the wheel. Find something that needs to be updated and create a better version. If your product is good, people will talk about it and you’ll start to see positive feedback that could attract potential customers.

2. Network every chance you get

If you focus on a specific industry, get to trade shows and use the opportunity to spread the word about your products. If you’re trying to sell to a specific region, go to local festivals, gatherings, and any opportunity for you to mingle with community members and leaders. Hand out as many business cards as you can, then let the customers come to you. Utilize every opportunity to hit the pavement and you’ll be sure to build awareness of your brand.

3. Create an awesome web presence

One of the main ways you can drive leads to you is to have an incredible web presence. If it’s been a couple years since you built your site, create a more modern design. Think of your website like a book—people are judging it by the cover. You also need to make yourself search engine optimized (SEO). For example, if you own an ice cream shop in Duluth, Minnesota, when people search Google for “ice cream in Duluth,” you want to be the first result. Start increasing your SEO by conducting a site audit. This step will point out problem areas that you can work to fix so your site starts performing higher in the rankings.

4. Cultivate a good reputation

Build relationships with the movers and shakers in your industry. If there are publications that many of your potential customers read, contact them with well-written press releases about new products and updates. Or ask if you can write something for them to get your name out there, educate your audience and demonstrate your authority. If there are professional organizations or chambers of commerce that are trusted in your area, get in touch with head honchos and convince them your company deserves public attention. Getting those people on your side and talking about you will lead to more inquiries.

You’ll also create a stellar reputation by having solid customer service. If you consistently go above and beyond for your current customers, they’ll do word-of-mouth marketing for you by bragging to their friends and colleagues.

Once you’ve tackled these first four steps, you’ll be on your way to finding the balance you desire between cold calls and hot leads. This won’t happen overnight but if you take your time and take pride in your exceptional product or service, you’re destined to get where you want your business to go.

Andrea Hewitt Andrea Hewitt is a content writer at StorageAhead, a web marketing company. She spends most of her time writing blogs that help others grow their businesses. She loves tackling a variety of topics and if she’s unfamiliar with one, she’ll do hours and hours of research until she feels like she has enough authority to write about it.

 

5 Forgotten Offline Marketing Tactics

Thursday is guest post day here at Duct Tape Marketing and today’s guest is Jayson DeMers – Enjoy!

With the rise in popularity of online marketing, many proven offline methods are simply forgotten when marketing campaigns are planned. Of course, online marketing is hugely important in today’s Internet-connected world, but offline engagement with customers still has unique and distinct value that shouldn’t be forgotten.

If you want to give your business a real marketing boost this year, start looking outside the box. Here are five forgotten offline marketing tactics that don’t require a big marketing budget.

1. Engage in offline guerrilla marketing

Guerrilla marketing is a generic term for the use of unconventional marketing strategies, and because online marketing channels are so narrowly structured, offline is the best arena to flex your small business’s guerrilla marketing muscle. So, starting now, ignore what you know about marketing channels, and let your inner child out to play.

Offline guerrilla marketing ideas:

  • Leave sticky notes in random places (bars, coffee shops).
  • Use chalk to advertise promotions on a sidewalk.
  • “Accidentally” leave a branded pen at the bank.
  • Donate branded bookmarks to your local library.
  • Use sticky notes to create temporary images on buildings, cars, etc.

2. Drop business cards

This is one offline guerrilla marketing strategy that I want to talk about specifically. It’s more of a necessity than an option. If you run a small business, you must have business cards and dole them out! Don’t just share them when you first meet someone new. Drop them everywhere.

Places to drop business cards:

  • Leave a business card with your tip at a restaurant.
  • See a public bulletin board? Put up a business card.
  • Go to the library and place business cards in books related to your business.
  • When you see a contest fish bowl asking for business cards, drop yours in. Always.

3. Take pictures/videos of everything

Because social media marketing takes place online, many business owners and marketers forget that social campaigns can be boosted by offline efforts. One way to do this is by taking photos of company events and daily activities, and then posting those online. Videos help too. If someone from your company speaks at an event, for example, record it and upload it to YouTube.

Real-life photos from the offline world show the personality of your company and increase online user engagement. Facebook posts with photos, for example, receive 84% more clicks and twice as many Likes than text-only posts, according to Kissmetrics. And some of the most popular social networks (Pinterest, Instagram, Tumblr) are image-based, making photos ever more important for online marketing.

4. Donate gift certificates or products as prizes

By offering your product or service as the prize for a local contest, you can build visibility for your business while showing your commitment to the community.

If your business provides computer repairs, for example, you could donate a gift certificate for a 2-hour repair to a local non-profit organization. The organization may announce your branded prize to a room full of sponsors. Your business could also be listed in various publications, such as the organization’s website, newsletter, or even a press release.

5. Speak at events

Professional events offer a great way to meet new people, share your ideas, and build brand awareness. They’re even more effective if you speak at them. Find a local event related to your industry, come up with an educational topic you can speak on, and volunteer. If you don’t yet have the level of clout required to speak at an event, attending events can be just as helpful.

Remember, you don’t have to adopt all of these offline marketing strategies. Just try one. Write a promotion on a couple sticky notes, and put them in your pocket for the day. Who knows what could happen.

jayson-profile-google-plusJayson DeMers is the founder & CEO of AudienceBloom, a Seattle-based content marketing & social media agency. You can contact him on LinkedIn, Google+, or Twitter.

How to Leverage Phone Conversations with Customers

Thursday is guest post day here at Duct Tape Marketing and today’s guest is Jeanne Landau – Enjoy!

Agents

photo credit: mycallfinder.com

It is estimated that U.S. businesses experience an annual loss of $83 billion simply because they provided bad customer service (or really, they didn’t provide ‘customer service’ at all). This number is staggering. Of course, people want good service, they are paying for it after all, and with U.S. consumers becoming more sophisticated and knowledgeable every day, they are expecting more, or else they are going somewhere else to get it.

On a more positive note, research also shows that 66% of consumers are willing to spend more with a company that they believe provides excellent customer service.

These are important statistics to keep in mind as more companies are developing a proactive customer experience strategy and implementing programs and tools to ensure they aren’t losing revenue due to a lack of respect for their customers.

Reducing lost revenue and increasing customer satisfaction and loyalty is attainable, but first a company needs to know where they stand on the customer satisfaction continuum, and then take action and make departmental and operational changes to improve the experience they deliver.

Every Department Has an Effect on Customer Satisfaction

The company-customer relationship is certainly not a simple one. Businesses often have multiple touch points with the customer, which occur across several departments, including sales and customer service.

Often call monitoring and quality assurance is thought of as relevant only to the contact center operations, or customer service department. However, responsibility of the customer experience flows though all areas of a business; from sales and marketing, to customer service, even accounting, and IT (think phone trees, websites, etc.).

Analyzing the Voice of Your Customers Leads to a Better Customer Experience

Audio WavesOnly the people that are using products and services every day, and working with customer service agents, can provide the most accurate insights on how well a company is doing at providing great experiences, while also providing the data necessary for companies to evaluate their customer service workforce and their performance.

So, how do they capture the golden nuggets that customers have to offer during these interactions?

The answer is simple. Since 90% of Americans prefer to handle issues or customer service needs through a live conversation over the phone, having access to the content of those phone conversations is critical.

However, some businesses get hundreds or thousands of calls each day, so managing the listening and data-mining of all recorded calls can be a huge undertaking, and certainly not one to take on manually. The best way to access that content is through the use of advanced technologies that record and mine audio files (the recordings of customer calls) for keywords and phrases. This is where the benefits of audio mining technology make the process manageable by automatically searching call recordings for specific keywords and phrases. This auto-scanning of call content makes categorizing calls based on subject, and reviewing calls for key points of interest much more digestible.

The search terms can be customized for any business, making it relevant and applicable to any size and type of business that wants to monitor calls for quality assurance, script compliance, customer satisfaction, marketing performance and any other business application.

As the topic of the customer experience continues to trend upward, it is increasingly important for companies to develop standards and guidelines to ensure they maintain excellent service standards, and to keep revenues moving in an upwards direction.

Sources:
Greenfield Online, Datamonitor/Ovum and Genesys
American Express 2012 Global Barometer Customer Service Barometer; Findings in the United States

Jeanne LandauJeanne Landau has nine years of experience leading the public relations, social media, and content marketing programs for 800response and CallFinder; delivering telecommunications solutions and marketing technology tools to businesses in North America. CallFinder is an affordable and flexible cloud-based recording and phonetic indexing speech analytics solution that allows businesses to easily record, categorize, and analyze customer conversations to gain business insights and improve the customer experience. CallFinder identifies spoken phrases within call recordings, highlighting calls that cover business challenges like customer satisfaction, workforce training, business and competitive intelligence, script compliance, and more. Contact Jeanne at [email protected] or 1-800-317-8060.