3 things Apple can teach you about improving customer service

Reading Time: 3 minutes

A combination of superior quality products and top-notch customer service has propelled Apple to become one of the most widely known companies worldwide.

Apple opened its first store way back in 2001. In those days, the price of an Apple share was USD 0.40. And today, it has shot up to USD 120. Since then, the company has opened 500+ stores in 24 countries with a yearly footfall of 500 million+ visitors. Apple firmly focused on two things, namely product development and providing top-notch customer service. Products such as iPhone, iPad, iPod, and Macbook attracted millions of customers worldwide due to their exceptional quality, efficiency, and user-friendliness. Simultaneously, Apple also concentrated on developing razor-sharp customer service that helped the company turn its customers into brand advocates.

This article will shed light on 3 things that you can learn from Apple for improving your customer service.

1. Choosing the right customer service channels.

Apple was selling its product through authorized outlets before Steve Jobs took the reigns in 1997. The company’s management decided that it didn’t want any interference from third-parties. And so they cut their ties with over 10,000 vendors, opened up an exclusive Apple store, and revamped their website. This step gave Apple complete control over every customer experience touchpoint. If a similar strategy isn’t feasible in your case, you can manage the after-sales service using social media channels such as Facebook and Twitter. In this way, you will provide instant client support and solutions to customer queries. 


Also Read: The top customer service trends of 2021

2. Optimize your customer’s buying ecosystem.

Apple initially focused on revamping its retail stores to provide a personalized customer experience. The first Apple store was divided into three sections. The store entrance showcased the Apple product line based on the target demographic. The store’s center was designed to allow customers to try new Apple products and get authentic reviews. It was divided into various segments, such as movies, photos, music, and kids allowing customers to get a first-hand experience of Apple products. The store’s final section was called the “Genius Bar,” where customers used to get their products repaired and their queries answered by well-trained service agents. Research by CoStar suggests that Apple stores have the highest sales per square foot pegged at USD 5,546 in the U.S market.

3. Teach Applied Psychology to your employees.

Applied psychology teaches employees how to create a positive impact on the customers’ minds and hearts. Companies in the U.S spend USD 15 billion each year to train their employees to develop top-notch communication abilities, team management, and customer management skills. 

Apple has designed an Apple Genius Training Student Workbook that helps new joiners to learn the secret art of dealing with customers. Look at the below picture. It appears as the 45th page of the book mentioned above and talks about nonverbal gestures in detail. 

The Learning & Development team at Apple has done a fabulous job analyzing all possible customer interactions and creating a book that guides employees on how to ace conversations. 

Employee training must be an essential part of your business. You need to invest a significant amount of resources, talent, time, and expertise to have a capable customer service team.

Conclusion

Apple has successfully built an impeccable support service team. They understand customer needs and fulfill them at the earliest. The Apple service model is unparalleled and genuinely recognizes the customer as the king. You must learn from the 3 points shared above and try implementing them in your business. Whether you are a small business, medium enterprise, or conglomerate, you can form robust and long-lasting customer relationships by following these 3 principles. 

At Sage Software Solutions (P) Ltd., we are home to world-class ERP software and CRM software that will solidify your business tech support fundamentals and enable you to build a customer-centric organization. To know more about it, SMS SAGE to 56767. You can also write to us at sales@sagesoftware.co.in

Disclaimer: All the information, views, and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views, or objectives of Sage Software Solutions (P) Ltd.

 

5 instant ways of boosting your e-Commerce revenue

Reading Time: 3 minutes

e-Commerce has become the bread and butter of today’s businesses. But not all companies can compete in the long run. Adopting novel e-Commerce strategies is the way forward.

The e-Commerce industry has exploded in the last few years and the pandemic has only exacerbated the situation. With competition rising, many e-commerce portals are offering significant discounts that are attracting a lot of people. The pandemic has given a substantial boost to online sales and the trend is only rising. But several companies have seen their sales plateauing or declining. It’s because they are using age-old marketing methods. If you don’t want to face a similar situation, you need to understand the shifting customer expectations and market trends.

This article will shed light on 5 instant ways of boosting your e-Commerce revenue and how you can stay at the top of the game.

1. Targeting appropriate customer segments is essential.

The first thing that you must focus on to improve your e-Commerce revenue is targeting appropriate customer segments. When profits start declining, businesses assume it’s because they don’t have enough customers on board. But experts suggest that customer retention, not customer acquisition, is the main problem. An important e-Commerce tip for companies is to start building loyal customers for their e-commerce portal. Loyal customers are essential for your business because:

a. They add more items to their shopping cart.

b. They are more likely to buy expensive things.

c. They spread good word-of-mouth.


Also Read: The Cyclonic Customer Buying Journey

2. Display a protection badge.

Your e-Commerce revenue will substantially increase if you display a protection badge on your website. A protection badge shows that you care about the customers’ sensitive details and make substantial efforts to protect them from cyber-attacks. In 2020, 66% of organizations paid a ransom to retrieve their data. So, if you don’t like splurging, you must tie-up with a renowned cyber-security provider. 

3. Embed high-quality videos.

People love consuming video content. It’s because video demonstrations provide a comprehensive understanding of your company’s products and display use-case scenarios most effectively compared with other content formats. Research tells that websites that embed high-quality videos experience their users spending 88% more time on their pages. Here is an essential e-Commerce tip for you: If you want to increase content consumption, embed top-notch videos on your e-commerce portal.

4. Make your testimonials more authentic.

Compare the following two testimonials.

a. “The game is excellent. I recommend you to buy it right now.” — Rajat S.

b. “I like playing FPS games and this one gave me the chills. If you are a die-hard FPS lover, you cannot miss this marvelous son-of-a-b@#$%.” — Nishant Joshi [Along with the candidate’s picture and his job title] 

Out of the testimonials mentioned above, which one do you think will make a more profound impact on you? Of course, the second one, isn’t it? It’s because the second testimonial gives more details about the game (storytelling) and contains the candidate’s full name along with his picture and job title. So here is an e-Commerce tip: If you want to increase your e-Commerce revenue, remember to put authentic testimonials alongside your offering. 

5. Use mobile-friendly applications

Statistics indicate that 73% of millennials prefer shopping online using their smartphones. Following are the reasons for this rising trend:

a. Single click for buying products.

b. Portability of smartphones

c. Discounts on purchasing through mobile applications.

d. Easy-to-use service features.

Thus, you should build a mobile application with an easy-to-use interface if you want to increase e-Commerce revenue. 


Also Read: Mobile-Friendly Enterprise Resource Planning Solution

Conclusion

If you implement the 5 e-Commerce tips mentioned in this article, you will significantly improve your e-Commerce revenue. Remember to offer massive discounts to users on special occasions and send personalized communication messages. Brainstorm to create actionable value propositions that pique the customer’s interest. 

At Sage Software Solutions (P) Ltd., we are home to world-class ERP software and CRM software that will solidify your business tech support fundamentals and enable you to build a customer-centric organization. To know more about it, SMS SAGE to 56767. You can also write to us at sales@sagesoftware.co.in

Disclaimer: All the information, views, and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views, or objectives of Sage Software Solutions (P) Ltd.

 

4 relationship mindsets companies can employ to build better relationships with communities

Reading Time: 3 minutes

By employing better relationship mindsets and using relationship-building strategies, you can create a robust and long-lasting customer community.

Look at any industry, whether it be mining, agriculture, food & beverage, or hospitality. You will find that supply chain activities face disruptions when community concerns aren’t taken into consideration. It leads to protests and strikes and halts the company’s operations for a considerable time. As a result, businesses face losses, and their productivity goes down. Companies can avoid this by developing new and effective relationship-building strategies and focusing on better community relationships.

Here are 4 relationship mindsets companies can employ to build better relationships with communities.

1. Involve communities in the decision-making process.

Relationship building is a collective process. Often, senior management brainstorms strategies and makes decisions while wholly isolated from the needs and wants of the community whom they intend to serve. Invite community representatives in the brainstorming sessions to get a first-hand view of the challenges they are facing. For example, Anglo American has instituted Socio-Economic Assessment Toolbox (SEAT) to create effective management responses for countering socio-economic impacts across each product’s lifecycle. Through the SEAT process, the company collects input from the community that enhances the operation’s social performance. 


Also Read: The Biggest Advantage of ERP Software for Manufacturing Business: Improved Decision-making

2. Make investments that help communities prosper.

Companies often donate to sports leagues, spiritual organizations, medical institutes, and charitable houses to significantly increase their community relationship. But a better relationship-building exercise will be to ask the community what they really want. Involve them in brainstorming sessions and decision-making programs and discuss the impact your plans will have on them. Communities generally get more involved in the following topics:

a. Job creation

b. Job training

c. Social changes

d. Health

e. Education

f. Future financial prospects

3. Direct communication forms the backbone of community relationships.

Relationship building calls for having a one-to-one talk with the community that you intend to serve. You can hold discussion sessions (chaupals in India), where community leaders participate and discuss their needs and want with the company representatives. 

The following are various relationship-building methods that you can employ:

a. One-on-one meetings

b. Roundtable conferences

c. Open houses

d. Online communication

By building efficient grievance resolving mechanisms, you will encourage community members to come up and provide feedback. Remember that first-hand customer feedback is precious as it allows you to know how beneficial your products and services are. To run this mechanism efficiently, you need Customer Relationship Management (CRM) software that employs chatbots to collect customer feedback and provide instant solutions to customer queries.


Also Read: 5 New Customer Relationship Management Trends to Look For

4. Develop a strong relationship with community leaders.

Relationship mindset theorists tell that the best way to fit in a society is to develop a close relationship with the community leaders, which includes the following:

a. Sports trainers

b. Educational leaders

c. Youth representatives

d. Female activists

e. Human rights association

f. Environmental organizations

Relationship building is a complex task but rewarding as well. Once the community members develop a strong bond, they will not hesitate to bring out their needs and wants in front of you. You will also learn about their expectations, buying behavior, and purchase patterns.

Conclusion

Remember that developing robust and long-lasting community relationships is a long process. On top of that, you may also sometimes think contrary to how the community feels in general. But as time passes by, you will also develop strategies to counter conflicts and do better planning and budgeting to avoid problematic scenarios in the future.

At Sage Software Solutions (P) Ltd., we are home to world-class ERP software and CRM software that will solidify your business tech support fundamentals and enable you to build a customer-centric organization. To know more about it, SMS SAGE to 56767. You can also write to us at sales@sagesoftware.co.in

Disclaimer: All the information, views, and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views, or objectives of Sage Software Solutions (P) Ltd.

 

How to deal with a stubborn customer?

Reading Time: 3 minutes

Dealing with stubborn customers is part and parcel of day-to-day business activity.

The often-used proverb “Customer is the King” is right in its most real sense. But that doesn’t mean that dealing with customers is always easy and comfortable. Sometimes, it can turn out to be the most gruesome adventure of your life. Stubborn customers will reject your suggestions, question you a lot, and in some cases, may also indulge in verbal spats. But that shouldn’t stop you from dealing with them in a sane manner. Dealing with demanding customers can be troublesome. Companies require highly moldable customer service support. 

This article sheds light on seven things companies can do to make a lasting impression on stubborn customers and easily engage with them.

1. Listen to your customers with the utmost attention

One of the most likable attributes of a customer support agent is listening attentively to the customer with utmost patience. They never argue with the customer, nor do they bypass while they are speaking. They imbibe all the information and then find ways to deal with the stubborn customer.

2. Show empathy

Dealing with demanding customers becomes easy when you wear their shoes. Outperforming service agents do the same. They go to the source of the customers’ frustration and try to solve that. They take all the measures to calm down the customer. Moreover, they usually nod while speaking with the customer, which builds a personal rapport and shows that the agent is empathetic towards the customers’ needs.


Also Read: Sage CRM: Best Customer Management Software for Business

3. Keep your voice low

If the customer raises their voice out of sheer frustration, it’s better to keep your voice low. Your calm demeanor will reflect upon them, and they will react accordingly. If the service agent speaks in a calm and relaxed manner, the customers’ anger will gradually dissipate and conditions will come back to normal. 

4. Think as if you are speaking to an audience

While you are dealing with a stubborn customer, make sure that other people are watching you. It will provide you an emotional buffer and make the stubborn customer aware of not exuding abusive behavior. People generally react positively and calmly when they see people watching them and monitoring their actions.

5. Don’t invest much time in dealing with incorrigible customers

Dealing with stubborn customers can be frustrating but never forget that acquiring new customers is about five times as expensive as retaining the existing ones. But sometimes, it’s better to let go off a customer if they are not ready to listen and have made up their mind to fight and create a nuisance. It’s better to compensate them and focus on other people. 

6. Don’t act rudely

Acting rude can land you and your company in a difficult situation. Customers are very socially active these days. One instance of misbehavior can reflect a bad image for the company. People don’t think twice before sharing negative posts on social media. While dealing with difficult customers, keep in mind that there is no use in escalating the matter out of proportion. Keep things simple and straightforward, and find solutions to the problem at the earliest.


Also Read: CRM combined with Automation helps increase Customer Loyalty

7. Remember that everyone has a bad day

Don’t forget that you are interacting with a human who may be going through a bad day. There may be ample reasons for it — fight with a spouse, verbal spat with the boss, issue a traffic ticket, etc. As a top-notch service agent, you should be considerate towards customers and talk in a friendly, calm, and smooth manner. 

Conclusion

Dealing with stubborn customers can be irritating and can suck your energy. But with a little practice, you can manage it with ease. Learn from your manager and observe how your colleagues are dealing with difficult customers. With time, you will pick up the skills and perform well. 

At Sage Software Solutions (P) Ltd., we are home to world-class ERP software and CRM software that will solidify your business tech support fundamentals and enable you to build a customer-centric organization. To know more about it, SMS SAGE to 56767. You can also write to us at sales@sagesoftware.co.in

Disclaimer: All the information, views, and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views, or objectives of Sage Software Solutions (P) Ltd.

 

How can businesses create more business through customer advocacy?

Reading Time: 3 minutes

Why is a customer advocacy strategy essential for your business?

Businesses of all kinds depend on a sound customer base. If there are no customers, the business is virtually non-existent. Companies adopt various measures to attract customers. They use the power of data to understand the needs, wants, and aspirations of their clients to formulate effective marketing strategies. Now customer advocacy is emerging as a foundational business pillar. A study by Harvard Business School Press indicates that a mere 12% rise in customer advocacy can help companies register 200% growth. This statistic suggests the significant benefits that companies can get through customer advocacy. 

This article sheds light on how to build customer advocacy and its benefits. 

1. Start by building a small community of customer advocates

As described in the opening paragraph, a mere 12% increase in customer advocacy has the potential to double your revenues. Your first step should be to provide a rich and memorable customer experience to a handful of clients who would then share it with their peers. Good word-of-mouth goes a long way in increasing business sales. Statistics suggest that people are 90% are more likely to purchase a product if recommended by a friend. Start with a small community of customer advocates and build a robust relationship with them. A few weeks/months down the line, you will see your customer base increase at a rapid pace.


Also Read: 5 Most Important Stages of a Customer Life Cycle

2. Use NPS to find customer advocates

NPS, which stands for Net Promoter Score, is a metric that helps businesses to pin-point people who are more involved with your brand. A customer with a high NPS is someone who likes and follows your social media posts and provides feedback. Capture these leads and provide them a wonderful experience so that they recommend your company’s offerings and bring in more referrals. According to research by Lumoa, two-thirds of companies from a pool of 100+ use NPS as a KPI (Key Performance Indicator) for measuring customer experience. Consider using NPS if you still don’t.

3. A feedback loop is a must

Feedback is one of the most critical metrics to understand what your customers feel about your offerings — products and services. Customers provide a 360-degree perspective about your products and also suggest corrections. You can study their feedbacks thoroughly and add new features to the initial prototype. It will allow your products to gain a distinct identity compared to your competitors, ultimately helping you register better sales. For getting useful customer feedback, it’s essential to implement customer relationship strategies so that your customers feel valued. You can achieve it by engaging with your customers regularly and responding to their queries instantly.

4. Create customer success stories

If you go through your competitors’ websites, you will find a separate section of customer stories. Here are a few things you should keep in mind. Customer success stories allow the reader to understand the practical benefits that your product brings to your customers’ lives. Real-life applications encourage customers to take immediate action. So try to keep customer stories as real as possible. You can record a video with your happy clients or conduct an interview. You can also create a community where your customers can interact with new prospects and provide them with your products’ first-hand experience. 


Also Read: 5 Reasons Why Creating Targeted Marketing Campaigns Have A Greater Impact On Your Overall Marketing Strategy?

5. You can create upsell and cross-sell opportunities

One of the most significant advantages of having advocates is that you get many upselling and cross-selling opportunities. Since customer advocates already love your products, it’s highly unlikely that they will say no to you if you try upselling or cross-selling ancillary products. According to the Temkin report, high NPS advocates are 4.2 times more likely to purchase from you again.

Also, keep in mind that finding new customers is approximately five times more expensive than retaining the existing ones. So you should see this as a viable opportunity to increase your sales. 

Conclusion

Customer advocacy has become a buzz word lately. Businesses across industries are trying to create happy customers as it helps spread good word-of-mouth and build significant business opportunities. Considering its numerous benefits, customer advocacy strategy is slowly turning into a vital business attribute that companies cannot afford to turn their back on. 

 

4 Unique Ways of Customer Retention

Reading Time: 2 minutes

Lately, companies are realizing the importance of retaining customers for increasing their business. This is leading to the creation of strong brands that are recognizable, easy to recall, and provide relevant offers now and then. Statistics reveal that 86% of customers with great purchasing experiences are most likely to buy from the same company again. This article talks about unique customer retention strategies and why a CRM system is a right fit for you.

Communicate customer expectations clearly

Different customers have distinct expectations. You need to communicate what you can do and what you cannot at the earliest. Some customers expect to receive a “White-glove” treatment for the expensive price they have paid. While multinational conglomerates, who work with many company partners, care more for your ability to collaborate.

Be transparent

Transparency is the most important attribute of a good customer retention strategy. If you supply the customer with periodic reports listing what the team is currently working on, what opportunities lie ahead, the number of leads generated, expected ROI, etc., then it will be tough for your customer to bid you goodbye.

Concentrate more on positives than negatives

As humans, our brains are primed to remember bad things more than good because it ensures our survival. But this can sabotage your customer retention strategy completely. To increase customer retention, it’s imperative to focus more on your successes than on failures. While dealing with your clients, don’t over-communicate if you miss a deadline or fail to deliver on your expectations. According to statistics, 95% of people who have a bad experience share it with their personal or professional network compared to 87% of those who have a good experience.

Take customer feedback seriously

Understanding why your customers leave your company is imperative to frame a good customer retention strategy. For this, you should send customer feedback forms to your clients periodically. It will help you know what they think about your products, how you can improve your services, and also why they have decided not to buy from you. The earlier you recognize this, the better your customer retention strategy will be.


Also Read: How CRM Helps Improve Customer Relationships While Working Remotely?


Customer retention is an important management concept that will help you create loyal customers. They will prefer buying from you thus, ensuring a regular cash-flow and good word-of-mouth. This is where we can help. At Sage Software we are home to a world-class CRM system that will allow you to frame excellent customer retention strategies to increase customer stickiness. To know more about it, SMS SAGE to 56767. You can also write to us at sales@sagesoftware.co.in.

Disclaimer: All the information, views and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views or objectives of Sage Software Solutions (P) Ltd.

Talk to People Instead of Demographics

Reading Time: 2 minutes

Do you rely too much on demographic studies and tools to glean knowledge about the market? That’s fine, but it’s time to turn the table. Go out and meet your target customers. Talk to them and see how they are making use of products. The information that you gain by personal interaction will prove to be critical in developing new products, creating new services, and help improve targeting while marketing. This article focuses on why talking to people is essential for a business.

It helps see beyond features and benefits

What is the core reason that attracts people to buy your products? It’s the problem-solving ability of your products or the memorable experience your customers gain by using them. But if you focus too much on talking about their features and benefits, then you might miss a lot of opportunities. Thus, you must revamp your communication strategy. Focus on how your products will bring a positive change in your customer’s lives. Have face-to-face sessions with them instead of hiding behind emails. 

It helps build focus

A business is destined to flop if it does not focus on its core competencies. Consider, for example, you have increased your marketing expenditure and want to put ads on all your social media accounts. If you focus on too many accounts simultaneously, you will provide a satisfactory experience. Instead, if you invest time and effort in understanding your target customers well, then you would provide a memorable experience to them. Something that they would like to share with others. For this, you need to move ahead of second-hand targeting practices in marketing and towards gaining first-hand customer experience through customer interaction.

It helps you define your brand

Talking with your customers provides an insight as to how they see your brand as a whole. Do they feel it is aspiration or relatable? Do they feel it’s better than your competitors or vice versa? By talking with people you come to know what emotion it evokes in the minds of your target customer? It helps you sharpen blunt edges and provide a personal voice to your brand.


Also Read: CRM for Brand Building: 5 Things You Wish You Knew Earlier


A demographical study is important to collect data from your potential customers — age, income, religion, sex, etc. But talking with them gives you an insight into their dreams and aspirations and understand what they want. 

At Sage Software, we are home to a world-class ERP and CRM system that provide solutions to all your business challenges and build a long-lasting relationship with your customers. To know more about it, SMS SAGE to 56767. You can also write to us at sales@sagesoftware.co.in.

 

Disclaimer: All the information, views and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views or objectives of Sage Software Solutions (P) Ltd.

4 Signs you need to improve your Customer Service Experience

Reading Time: 2 minutes

In the hyper connected world that we live in, customers have myriad portals to keep their voice. This is why a small mistake can cost millions to the company. This not only calls for making the customer service experience better but also increase the service agent’s productivity. A CRM solution helps agents find the correct information and the right tools at a lightning speed, and impart an unforgettable customer service experience. This article talks about 4 signs that indicate that you need to improve your customer service experience.

1. Your inbox is full

Emails are an excellent medium for one-to-one and one-to-many communications. But when it comes to many-to-one or many-to-many communication, they fall flat on their face. This is because of two reasons. Firstly, a single service agent can’t handle dozens of emails all by himself. Secondly, if several service agents are involved then it’s tough to ascertain who’s responsible for:

  • reading emails
  • searching solutions to customer queries
  • responding and following-up with the customer

This may also lead to agent collision – a state of confusion where multiple agents are working on the same case.


Also Read: When Lockdown Crisis Pops In, Send Invoices through Emails


2. Your ticket management system has exceeded its maximum capacity

During the start-up phase, a company usually has a single customer service agent to take note of and reply to the tickets being raised by the clients. But when the company grows big, it becomes difficult to manage. This is where a CRM solution helps. It tracks and routes cases, and streamline notifications thereby improving the customer service experience.

3. Your clients are trying to reach you on multiple channels

Though emails and voice calls are two of the most important mediums through which customers seek answers to their problems, they are not alone. Today, customers raise doubts through social media – Facebook, Twitter – as well. And if companies don’t give due attention to these new mediums of communication, they may lose a considerable share of their customer base. According to Gartner, companies that fail to effectively respond to social media queries face a 15% increase in churn rate.

4. You don’t have a self-service portal

Customer service portals are imperative in today’s world. It helps customers to get solutions to their queries on their own and when they require it without taking the pain to call customer service. A self-service portal is imperative for every business, especially small businesses, that don’t possess enough resources to set up a huge customer care department.

While formulating policies, companies need to take into consideration that customer service experience is as important as their products and services. Small negligence on their part can cause them to lose clients. At Sage Software, we are home to a world-class CRM solution that enables you to provide first-rate customer service experience and increase customer stickiness. To know more about it, SMS SAGE to 56767. You can also write to us at sales@sagesoftware.co.in.

 

Disclaimer: All the information, views and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views or objectives of Sage Software Solutions (P) Ltd.