Category Archives: Info Articles

The Importance of Understanding Your Customer

Why You Need to Understand Your Customer

Do you ever ask your customers about their thoughts on your service? How hard do you try to answer their questions properly?

It is imperative to understand what motivates your customers’ actions. Why are they really contacting you with queries?

Providing your customer with excellent service and having an understanding of their emotional status allows you to connect with their personal circumstance. This is absolutely critical in establishing a connection with the customer. By connecting with your customers, you can then shape what you need to do to exceed their expectations.

Inform Your Customers

The amount of changing circumstances varies depending on what type of sector you operate in. With the large amount of information that customers have access to, they are more likely to ask more in-depth questions. It is important to make sure that your staff is up to date and ready to answer these questions from concerned customers. This increases the customer’s confidence in your company.

Pro-actively communicating with customers is very important. With websites receiving higher hits it is important that the information on your site is frequently updated. If your customer isn’t able to find the information they are looking for they will look their answer through other methods, all of which might negatively impact your business.

Customer’s Experience Impacted by Staff Behavior

Your staffs views and feelings directly affect how they interact with customers and impact the customer’s experience. It is critical to communicate with your staff. If they are well-informed, then they will display confidence to the customers. Unfortunately, many times communication is not seen as a high priority.

Retail is an interesting sector. Once while shopping for a laptop bag, a sales personnel came to me and said, “Feel free to take the packing out if you need to get a better look. I don’t have much to do so I can re-pack it when you are done. It will give me something to do.” Obviously the store was struggling a bit with their sales volumes, but instead of focusing on the customer, they talked about themselves and their boredom. On the other hand, in another store the sales assistant was so willing to help me in my decisions it was almost annoying. Their eagerness was a bit irritating and seemed almost desperate. Both created a very negative customer experience and I didn’t end up buying from either.

There is a risk of having a negative impact on the customer’s experience, especially in high pressure periods. This makes it all the more critical for leaders to actively support their staff.

The Customer Service Target Market Support Assistance Concept

Considering Value

Customer service plays a huge role, however, as customers come under financial strain, prices will become more important. Companies need to make sure they are providing good value and good customer service.

Even when dealing with price sensitivity, having a great level of customer service can make an incredible difference to customers. This can even cause them to possibly pay a slightly increased price just to keep the confidence that they are being well looked after. If they have to change service providers in order to save a small amount of money, they may consider it not worth it to transfer from a well trusted service to an unknown.

Business-to-Business Marketplace

Challenges in the B2B marketplace are different. Keep in mind that circumstances will constantly change. For instance, clients in financial services are impacted by changes in the stock market. It is important to understand that some plans may need to change at the last minute. This can be frustrating and costly. These factors are unfortunately not in our control and organizations need to be flexible to support their clients..

The customer may display different behaviors as emotions take over when they are concerned and stressed. That feeling drives their actions and decisions. The way that you provide service to the customer will dramatically affect how they feel towards you as a business and in turn affect their decisions on staying with you are going somewhere else.

The Impact of Cutting Costs on Service Delivery

Customer service leaders are under pressure to provide delivery at a lesser cost at times, which increases the demand on them. It is important to consider what can realistically be done and investigate any cost reductions thoroughly. Also, leaders will need to consider the impact on the customer’s experience. How does this fit into the equation of the increased demand?

Drip Marketing Can Grow Your Business

The Most Effective Kind of Marketing

Your business may employ a variety of means to find potential customers for your product or service. Once you have identified leads, your sales force works to close the deal and convert prospects into paying customers. But too often it takes valuable time, money and resources to find the right leads. And then you may not be doing everything — or anything — to persuade them to buy from your company.

That’s exactly where drip marketing is most effective.

What Is Drip Marketing?

Drip Marketing Comes to the Rescue
Drip Marketing Comes to the Rescue

Some leads convert instantly — your company is exactly what they’re looking for, your pricing is in line with what they want to spend, and they need your product or service now — but others require more effort. Maybe they are early in their own process or are balking at your price or aren’t ready to commit just yet. It’s these cold leads that drip marketing targets.

In this context, a drip refers to a connection, whether by personal visit, phone call or email. Drip marketing works like turning on a faucet. If you blast the water on, it’ll wash everything away. If you let it drip, a little at a time, it just makes you thirsty for more.

Drip marketing, then, is the process of contacting your leads over time. If you’re careful with your drips, they will lead your potential customers to a sale.

To the Rescue

Drip marketing uses a simple approach to solve this age-old problem of nurturing cold leads. A drip marketing campaign is a slow and deliberate process that puts your company’s name and offerings in front of your leads again and again over time, like the drip of a leaky faucet (but not nearly as annoying).

Most of your leads will find drip marketing a pleasant experience, because you are telling them what they want to hear: how you can solve their problems, why you have the best solutions, and how much money they’ll save in the long run. The drips are reminders of their initial contact with your company, that hopeful experience when they felt good enough to provide their contact information.

How Drip Marketing Works

A marketing campaign is a “specific, defined series of activities used to market a new or changed product or service,” according to Entrepreneur magazine. Marketing is vital to spread the word about what your company offers. Marketing often defines the difference between success and failure.

A drip marketing campaign is no different. Once you’ve identified leads, you (or your sales force) must follow up. Leads expect you to follow up, because often they are asking for more information — information they need to make a sound decision. But even if you provide an overwhelming case for purchasing your product or service, most leads still do not act. In fact, it often isn’t until your fifth contact (or even later) that most leads finally decide to purchase from your company.

Following up can boost your sales by 10 to 80 percent. That’s how important it is. That’s the value of a drip marketing campaign. That’s how drip marketing can grow your business: providing better customer service, improving your lead conversion rate and increasing your sales.

Managing a Drip Campaign

While this strategy seems fairly straightforward, implementing a drip marketing campaign can be in itself time-consuming and costly. If you have the time to follow up every lead with five, ten or more connections, then you may not have time to run your business.

If you don’t have time to do it yourself, you could hire a full-time person to manage your marketing campaigns, following up each of your leads at regular intervals over time. That’s an added expense, and you are taking on more risk — risk that the person you hired does it right, risk that they won’t turn off your leads, risk that you have to manage.

Instead, you could hire a consultant to do the work for you, but some of the caveats still exist, and the process is still expensive. The answer has to be easier to manage and affordable.

Drip Marketing Done Right

Email is the Best Way to Use Drip Marketing to Stay in Touch
Email is the Best Way to Use Drip Marketing to Stay in Touch

Since following up with your leads results in more sales and ultimately business growth, you need a way to do it efficiently and successfully. Face-to-face meetings aren’t efficient. Even follow-up telephone calls can be annoying, time-consuming and of questionable worth. Busy people — like your leads — want to think about your business when it suits them, not when you call.

The best way to stay in touch with your leads as you develop a relationship with them is through email. Email messages give you the space to deliver your information in a personal yet respectful way. Emails are there whenever your leads have time. Emails keep your business in front of their eyes and at the front of their thoughts. Emails are effective and successful ways to communicate.

Automated Processes

Fortunately, there are automated systems like TickleTrain, to save you time and money. Automated systems put you in control while performing many of the steps automatically. An automated drip marketing campaign that uses email might look something like this:

  • The first email is to reconnect. In it, you ask if the issue that caused them to seek out a solution still exists. You reiterate your competitive advantages and ask for questions.
  • The second email, before you even get a response from them, delivers more information about your product or service. You can attach your brochure or product sheet.
  • The third email follows up some time later, asking them if they’ve had a chance to review the material you sent. You can ask them again for questions, promote new deals, mention upcoming events, and on and on.
  • By the fifth email, you have developed a helpful relationship, answered any questions and delivered your best price. A sale is imminent.

Each time you send an email, you are reinforcing your case and building a relationship. If the email messages are personal and timely, they often lead to successful sales. Using email reminders can do more than nurture your leads. Use them to notify your leads about training programs, abandoned shopping carts, overdue invoices, and so much more.

Drip marketing campaigns send timely reminders and quick communications to convert your leads from lookers into buyers. By using drip marketing, you’ll close more sales, boost your sales and your productivity and grow your business.

How to Use TickleTrain to Build Strong Customer Relationships

Use TickleTrain to send convenient and automatic email reminders to anyone you choose, including clients, vendors and co-workers. Think of all the time you and your staff can save if you no longer have to send second requests for payments for invoices, for updates on sales or activities, or for confirmation of product deliveries. You will increase the overall productivity of your business. You can benefit even more by learning how to use TickleTrain to build strong customer relationships.
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Importance of Contact

Composing an email takes time and effort. When the email requires a response, it takes additional work to track incoming emails to determine if and when a response is received. Even more time is taken if you have to follow up with a reminder for a response.

The solution is TickleTrain. Any business can be more productive by using TickleTrain’s automated and personalized follow up emails to any contact when a reply is not received. You can prepare these “tickles” or reminders in advance and personalize them to fit the client and the situation. You choose whether the tickle is to be sent if a reply is not received. On the other hand, if the application detects the receipt of a reply, the follow up tickle is canceled.

The benefits are obvious in the time saved by being relieved of follow up monitoring and having to prepare and send follow up email reminders. However, these tickle reminders also build better customer relations because your customer, client or co-worker will:

  • Appreciate that you have taken the time to email again asking for a reply
  • Interpret this as meaning that you value the importance of the reply
  • Feel valued by the personal nature of the “tickle”

Your email contact knows you consider him important, because of your personal attention to him. This positive approach helps build relationships, ending up boosting productivity and increasing sales. TickleTrain is a convenient money making tool for your company. Sign up here.

Amazon Seller Follow-up Service

Are you a seller on Amazon?

And got a negative feedback rating from a buyer?

From time to time a buyer may have an issue with an item purchased from your Amazon seller account, and instead of contacting you to resolve the issue, they instead left you a damaging feedback score. Now you are trying desperately to resolve the issue by  communicating with the buyer via Amazon’s Buyer-Seller Messaging Service but not getting any response.  This can not only consume many hours of time, but can also impact your business immensely.  TickleTrain can help resolve issues like this.  TickleTrain follows-up with your Amazon buyers through Amazon’s Buyer-Seller Messaging Service.  It assists you in resolving issues about the item and greatly improves your chances of having the negative feedback removed.

It’s a simple process to use TickleTrain with your Amazon buyers. Just send the buyer a single email about the issue through Amazon’s Messaging Service, then TickleTrain will continue to communicate with the buyer until you receive a response back.  The emails that TickleTrain sends are written by you, so they can be worded however you would want your communications to read.  So it’s just like you are taking the time to manually follow-up, but with TickleTrain it’s automated for you.  Now you can focus on fulfilling customer orders while TickleTrain communicates with the buyer to help get that negative feedback removed.