Talk to Your Customers
Seems simple enough doesn’t it? Yet how many small business owners don’t actually speak with their customers directly? How many have either an automated response system in place to address problems/issues, or have a staff member get in touch with a disgruntled customer?
Put yourself in the shoes of your customers. What would have a greater impact on your perception of a company – an automated email response or a direct message from the business owner showing concern for not only addressing your problem/issue, but offering a suggested resolution?
The business world today is one of competition levels beyond anywhere they have ever been and so many industries are completely saturated. Everyone is trying to sell us on the latest, the greatest, and the best “whatever”. Everyone’s product or service is THE only one you should purchase. What happens to a population of people who are bombarded daily with SO many marketing messages resulting in serious information overload?
They stop listening!
What can you do to prevent your brand’s message from disappearing in the black hole of messaging?
Start by paying attention to the customers you already have. Did you know that it costs 5 times as much to acquire a new customer than either upsell or get repeat business from a current one? You need to pay careful attention to your customer service status to ensure that your customers are happy, that they become repeat customers, and that they refer your brand to others. This is part of your reputation management. Keep them happy and they will come back again.
You need to be a little different, a lot more compelling, and need to have an edge over your competitors. How can you do that?
You have to start by thinking outside of the box. Thinks of ways to make YOUR brand message and YOUR customer service stand out.
I have written before about video emails and how they can really increase your brand messaging power, but recently came across another use for video emails that I hadn’t thought of.
Consider the following scenario:
You, as a customer, are having a problem/issue with a company you are dealing with. How impressed would you be to receive a PERSONAL response/apology/problem resolution from the owner of the company in your email inbox? I had one of those “Aha” moments when I saw this in practice.
Take a look at the following example by clicking on the image below and see one way you can improve your customer service and enhance your reputation with video emails.
What are some of the things you are doing to make your brand stand out?
How are they working?
Inquiring minds want to know