My Favorite Customer Service Tip

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.
That's massive.
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.