When using SMS in the right context you're able to paint a more compelling picture for your audience and therefore, drive a stronger value and tell a more compelling story to retain them for the future.
The selling of a new idea is, at bottom, a story told to customers. A persuasive story is built on insight into who customers are and how they behave. Orientation to that behavior produces clarity about what the organization wishes to be.
Using "no problem" as a synonym for "you're welcome" has only been around since the late 1900s and tends to be used predominately by people younger than forty. But regardless of one's age, all of us need to refrain from using "no problem" in this way.
A challenging combination of tighter wallets, new and evolving information channels, and rising customer expectations have created a complex consumer landscape that tests the ability of even the most seasoned chief customer experience officer.
This is the case with Apple or Nespresso, where the actual physical stores look more like living spaces, with demonstration areas rather than checkouts. Everything is done so that the consumer feels at ease and spends time with customer advisers (not salespeople).
For a small business, online gossip or negative reviews can be the difference between securing or losing a potential customer (and sometimes hundreds of them). So, how do you manage your online reputation? Here are four best practices for your small business to implement.
The financial industry could greatly improve its reputation if its members actively supported laws to fix income inequities. This would be CSR in its ultimate incarnation, doing well by doing the right thing. Actions like these would show true leadership.
Never one for subtle movements, Groupon's come out swinging at loyalty. Unfortunately for Groupon, just shouting "loyalty" a bunch of times doesn't make it true. My message to merchants is this: Don't fall for this latest daily deal [Grou]Ponzi scheme.
It's like having a customer standing in your store with cash in hand ready to check out and your sales associate saying, "Great, please go to a different location across town to complete your purchase." It lacks business sense.
Businesses that are looking to grow often consider tried and true strategies. But one area many don't consider nearly enough is customer service. And the evidence shows they could be leaving real money on the table as a result.