This webpage discusses the importance of customer service in marketing and provides tips on how to improve customer service experiences. It emphasizes treating customers with respect and using casual subject lines to engage them. It also highlights the significance of live chat support, easy website navigation, and creating tutorial videos. The overall focus is on building strong relationships with customers and providing excellent customer service.
This video discusses the importance of customer service in marketing and provides tips on how to improve customer service experiences. It emphasizes the value of treating customers with respect and offering something of value. The video suggests using casual subject lines and adopting a conversational tone in content to engage customers. It also highlights the significance of live chat support and easy website navigation. Additionally, the video recommends creating tutorial videos to enhance customer experience. Overall, the video emphasizes the importance of building a strong relationship with customers and providing excellent customer service.
This one customer service tip will change your marketing.
When your customers see your brand,
do you know how they view you?
Are you just some faceless entity?
Or do they feel like they actually know you, your team,
and how you can help them ASAP?
According to HubSpot, 68% of customers
say they're willing to pay more for products and services
from a brand that offers quality
customer service experiences.
So, not only are they happier with your business,
they're also spending way more money with you.
If you offer them something of value,
and treat them with respect,
you will explode in a good way,
especially with your marketing,
and my favorite customer service tip
that really helps with marketing,
it's actually pretty straightforward
and it's something that I think
most successful business owners and marketers
should practice every single day.
Speak as your customers do.
So, what does this look like in practice
especially as a marketer?
Number one, use casual subject lines.
A study from Barilliance shows that
64% of customers make a decision to open emails
based on subject lines.
Casual ones, ones that like,
your friend would send to you,
are much more likely to be opened
than ones that are just super professional.
When a buddy sends me emails like,
"Hey, you got to check this out."
I open it.
When I see a email subject line,
in all caps and is professionalized,
or the first letters of each word is capitalized,
I'm less likely to open it.
Two, adopt a conversational tone in your content.
Look, you should still present yourself
as an industry expert,
but a true thought leader,
doesn't talk down to their audience.
You should talk to them
as if you're talking to one of your friends.
Build that rapport, build that emotional connection.
That's how you build up that community
that's more likely to evangelize you,
and promote your products or services in the future.
That's what's going to create a ton
of good word-of-mouth marketing.
Three, improve your support chat.
52% of consumers are more likely to make a repeat purchase
if the company offers support via a live chat.
My buddy Yaniv is the co-founder
of a company called Nextiva.
Nextiva is a phone service company
and they provide phone service to people all over the world.
Now, they ended up raising money from Goldman Sachs
at over a 2 billion dollar valuation.
They bootstrapped the company
and then raised money at over a 2 billion dollar valuation.
Do you want to know one of their secrets that helped them
grow to being that such a big of a company?
Yaniv told me firsthand.
Chat is responsible for roughly 33% of their sales.
This is chat on a website, massive.
He makes sure there's people there to help people out
and really take care of them,
because they want people to be delighted
even if they don't buy from them.
Four, make sure your website is easy to navigate.
56% of customers expect to find what they're looking for
from a company in three clicks or less.
So, make sure the language on your website is super clear
and if they're on a mobile device,
they want it ideally in less than three clicks.
So, just think about your navigation,
look to see how you can improve it.
You can use tools like CrazyEgg to see how people engage
with your website, where they get stuck,
and they do user recordings,
so that way you can use that data
to improve their overall experience.
Five, create how-to tutorial videos.
Users are three times more likely
to prefer watching a YouTube tutorial
than reading a product's instruction.
So, people want to see how-to tutorials.
You can do it in gifs or videos.
Think about this.
Would you ever want to read a article on how to tie a tie?
Of course not.
You want to see some animated gifs
or a YouTube tutorial that just quickly
shows you how to do it in 30 seconds.
That creates a better experience,
relating to your customers,
talking to them as if they're talking to another friend
or talking to each other will help your marketing explode.
Trust me, you don't want to talk
to them as if you're some expert in looking down upon them.
That's just not nice.
You don't want to talk to them as if
you're some Ivy League Harvard grad person
using all this fancy vocabulary that they don't understand.
You're not going to get the open rates,
or conversions if you do that either.
Talk to them as if you're one of them
and be one of them so you can truly
understand how to make their experience better.
If you need help delighting your customers
and increasing conversions,
check out my ad agency NP Digital,
where we help companies with all this and more.
If you have any questions, leave a comment below.
I'm here to help, like the video, share it.
I appreciate you taking the time out of your day.
When it comes to marketing, it is important to consider how your customers view your brand. Do they see you as a faceless entity, or do they feel like they actually know you and your team? According to HubSpot, 68% of customers are willing to pay more for products and services from a brand that offers quality customer service experiences. So, not only will good customer service make your customers happier, but it can also lead to increased spending.
One of the most effective customer service tips that can greatly impact your marketing is to speak as your customers do. This means using casual subject lines in your emails. According to a study from Barilliance, 64% of customers make a decision to open emails based on subject lines. Casual subject lines that resemble something a friend would send are much more likely to be opened than super professional ones.
In addition to using casual subject lines, adopt a conversational tone in your content. While it is important to present yourself as an industry expert, avoid talking down to your audience. Instead, talk to them as if you are talking to a friend. Building rapport and emotional connections with your audience can lead to a strong community that is more likely to promote your products or services through word-of-mouth marketing.
The impact of good customer support cannot be understated. According to a study, 52% of consumers are more likely to make a repeat purchase if the company offers support via live chat. This means having dedicated staff to assist customers and provide excellent support via chat can greatly increase customer satisfaction and loyalty.
In addition to live chat support, ensuring that your website is easy to navigate is essential. 56% of customers expect to find what they're looking for from a company in three clicks or less. This means that having a clear and user-friendly website layout is important for providing a positive customer experience.
Finally, creating how-to tutorial videos can be highly effective in improving customer support. Users are three times more likely to prefer watching a YouTube tutorial than reading a product's instruction. Providing easily accessible instructional videos can help customers understand your products or services better and enhance their overall experience.
Overall, adopting a customer-first approach in your marketing and customer support strategies can have a significant impact on your business. By speaking as your customers do and providing excellent support, you can build strong relationships and create a positive brand image that will lead to increased customer loyalty and satisfaction.
Building relationships, valuing customers, and providing exceptional service are essential for business success. Invest in customer loyalty for increased profit.
"AI tools can enhance sales and productivity in marketing. Improve language services and customer experience through tailored solutions and friendly communication."
Creating a sound CXM strategy and understanding customer needs are crucial for customer journey. Automation and listening to agents and customers can improve customer service. Building trust and loyalty through exceptional products and personalized service is important for customer retention and reducing marketing costs. Prioritizing customer needs and engagement can lead to marketing success without relying solely on advertising.
Learn effective writing skills to improve communication in business and customer service. Books like "Writing that works" and "Bird by bird" offer valuable insights. Understand customer behavior with books like "Nudge" and "The paradox of choice." LiveAgent can take customer service to the next level.
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