Top Ten Best Practices for Customer Care 

As a consumer, when was the last time a business knocked your socks off with extraordinary service?  When was the last time you were wowed by an amazing product and follow up from the company/owner/representative?

This week’s blog focuses on the top ten Best Practices that will attract attention and have clients coming back for more.

  1. Increase customer privacy and protection
  2. Implement “Habit Loop”.  Smartphones and social media are examples of habit loop formation. The ping from a new notification is the cue, the routine involves pulling out a phone to check the notification, and the reward is seeing a new message from a friend or a new comment on social media
  3. Understand how to cater to Generation Z.  According to a Pew report, they make up 40% of all consumers and 27% of the U.S. population
  4. Ask for feedback via short surveys.  Respond to and act on the recommendations. Customers will be glad to know you took the time to read and respond to their suggestions
  5. Stay on top of digital customer service trends
  6. Post Frequently Asked Questions/Answers on social media about your new product/service
  7. Be creative and efficient with your self-service platform (most clients will seek that option for problem resolution before trying to call your company)
  8. Ensure your website meets Google’s Mobile First SEO mandates by March 1st.  Not adhering to the rules will result in a slow response time when consumers look up your site on their mobile devices.  Consumers use their mobile devices ten times more frequently than a desktop computer
  9. For e-commerce stores, consider inserting CTAs (Calls to Action) or pop-ups that request reviews after checkout
  10. Learn how customer service is conducted around the world–you’ll be able to deliver top notch service for a diverse client base

Your clients want to feel your emotions and sincere appreciation.  When you provide them with more than just goods and services, you’ll offer the very best you have…yourself.  Ensure their happiness and you’ll secure a loyal following.  So, go out there and have a great day!

5 Transforming Workplace Facts About Generation Z

Show me a company that is not interested in hiring and retaining the best talent and I’ll show you a company that is about to go under.

Concerns over a lack of talent remain top of mind for companies that want an edge over its competition.  According to  a Gartner survey, CEOs around the world consider talent shortage to be the top emerging risk for their companies.  That, coupled with Generation Z’s (Gen Z) increasing demands for a short time-to-hire, more face-to-face communication, and a high-tech hiring process, the competition for top talent continues to grow.

With that said, here are five things to know about this amazing demographic:

  1. They are ultra-focused and work efficiently. They’re not looking for a 30-year career with a company.
  2. They’re known as the “digital generation”— they are proficient and sophisticated in navigating through any kind of social media.  
  3. They openly speak their truth to offer balance and goodwill to society and the workplace.
  4. Education is one of their core values.  While it may not always take place in a traditional classroom setting, they seek innovative ways to learn and evolve.  
  5. They believe in authenticity.  If they perceive your brand is focused on only making money and not giving back to the community, they will call you out and offer suggestions on how to make the world a better place.

Focus on unconventional strategies to recruit Generation Z.  They will be a valuable asset to your workforce.

Engage. Encourage. Educate.  And, make it a great day !

4 Powerful Ways to Kickstart Customer Service

Most customers will leave your brand if you don’t give legendary service.

It’s simple.  The quality of a company’s customer service will impact revenue. Offer gold standard experiences and revenue will increase. Deliver consistently poor service, revenues will not only decrease but there’s a good chance the company will go under.

Surprisingly, what matters most in service may not be what you think. Research shows more than anything, customers want to be seen, heard, respected, and have their problems resolved with laser precision and quickness.  They don’t like repeating themselves either! 

Dimensional Research, a market research company, revealed that 69% of consumers attributed their good experience to quick problem resolution, while 72% were irritated with having to explain their problem to multiple employees.

Follow these time-tested solutions in order to take your customer service from ordinary to legendary:

  1. A Powerful Support Team – Every employee is responsible for delivering gold standard service.  Managers are the glue that hold the company together.  They’re responsible for encouraging, training, and motivating all members of the team.
  2. Purpose and Values – Ensure all employees (a) are on board with the company’s vision to serve (b) have a sense of strength and solidarity for the company’s success.
  3. Recognition and Appreciation – Give the team positive feedback and recognition in order to build esteem and enhance a feeling of value and accomplishment.  This will build morale and create happy employees who will deliver exceptional service.
  4. Journey to High Performance – You want team members who are committed to being great, who think in terms of “we” rather than “you”, “I”, and “me”.  You want a team that will anticipate client needs and deliver ultimate luxe.

Strive for Michelin star ratings.  Give such personal and detailed attention as to make clients feel as though they’re the only customers on your books.  And above all…

Make it a great day!

Ask 5 Questions: Then Pandemic-Proof Your Small Business

Customer service delivery has become more complex thanks to a global pandemic.  It is the customer who has leveraged control and has demanded a positive experience, not the company.  

Nearly overnight, the COVID-19 pandemic elevated the importance of delivering fast and accurate digital experiences to customers who found themselves cut off from conventional ways of doing business.

According to a global study by ESI ThoughtLab and ServiceNow, a measly 27% of companies have transitioned from recruiting underperforming in-house talent to high-efficiency automated systems in order to deliver top drawer customer experiences (CX).

So, what’s at stake?  Profitability.  As you answer the five questions listed below, consider whether your responses match what’s in your pandemic plan, company core values, mission statement, and corporate culture philosophy:

  1. Has your team developed skills to create a digital customer experience (CX)?
  2. Have you identified the touchpoint that matters to your customers?
  3. Has your team aligned its objectives & key results (OKRs) with CX?
  4. Has your company consolidated data into a single customer view?
  5. How much progress has your team made toward providing a personalized CX (creating personas specific client demographics)?

The largest returns from CX initiatives come from positioning the right people, processes, and technologies in the right departments to deliver a superior experience time after time.   According to ESI ThoughtLab and ServiceNow, almost 50% of global leaders reported a moderate to large ROI due to maintaining an efficient and  personalized CX platform, versus only 22% for others.

You may have already implemented the necessary safety measures to protect employees and clients from further complications of COVID-19 and future disasters; however, it is also important to know that protecting and growing your small business is about finding ways to anticipate the needs of your clients and to deliver superior service with laser precision.  Trailblazers constantly search for ways to implement state-of-the-art safety and delivery systems that will benefit both clients and employees as well as local and global supply chains.

Remember, clients are your “why”.  Show them that you are in this for them and with them.

Make it a great day.

3 Ideas to Attract Gen Z to Your Company

How to Attract Generation Z Talent

Generation Z is bombarded with online information at all times so companies need be sure that job postings capture and keep their attention.  Job postings should be short, engaging, and mobile friendly.  Adding short video on YouTube, Instagram, or Facebook that tells them about life at your company will grab their attention and prompt them to look closer at your company.

Here are three more ideas on how to attract qualified Gen Z prospects:

1) Provide growth opportunities.  Dog-friendly offices and daily free lunches are not the magnet for Gen Z as it is with Millennials.  Financial incentives and career advancements are the ticket that will draw them.  In fact, according to LinkedIn, almost 60% of Gen Zers want to learn professional skills in order to make more money.  They cite Entelo, a recruitment software company, as awarding all of its employee $1,000 each year to spend on continuing education and professional development

2) Gen Z expects workplace technology to be state-of-the-art and operate with optimal speed.  According to Dell Technologies, 80% of Gen Z students aspire to work with cutting edge technology and 91% say technology would influence their job choice.

As artificial intelligence (AI) continues to invade our daily lives, workplaces need to determine how to keep up and make use the skills that young digital natives (Gen Z) possess.

3) Champion their independence and entrepreneurial spirit.  According to ServiceNow, Gen Zers want:

Professional growth/learning opportunities: 37%

  • Interesting and relevant work: 29%
  • Remote work location/flexible work schedule: 25%
  • Job security: 25%
  • Worklife balance: 23%
  • Reputation of the company as a great place to work: 23%

Keep in mind that Gen Z embraces, authenticity, truthfulness, and empathy…all the more reason that the foundation of your corporate culture and core values should be based on inclusion and belonging.

Make it a great day.