We recently had an opportunity to sit down with Duo Consulting and talk about why they chose to implement Zoho CRM and how they’ve been doing since the switch. Check out the short video below to see their story.
Two years ago, Rich Cornell decided it was time for him to venture into an independent business offering insurance and benefit solutions to employers. Having previous experience in this field Cornell knew that tracking leads and customers would be of utmost importance from the very beginning. As such, finding a CRM solution was one of his first orders of business.
As an experienced CRM software user, Cornell had experienced various problems with the previous tools he had used and, now starting a new business, he really wanted to find a solution that was simple, flexible, and cloud based. However he still had reservations about switching from the CRM tools that he was already familiar with, despite their shortcomings, to try something new.
The first time I heard the name Arcade Fire was in February 2011 at the 53rd Grammy Awards. The indie-rock band not only performed, but also shocked a good portion of the country when it brought home the coveted Grammy for Album of the Year.
Many “long-time fans” were quick to tell me and the National Academy of Recording Arts and Sciences we were late to the party, but there were a lot of people who had the same thought — who the heck is Arcade Fire?
No matter the level of ”hipsterness” they once had — or still claim to have — the band has gone on to have major success in album sales while selling out shows and tours around the world. However, Arcade Fire recently made headlines for something other than awards or their music.
By Ashley Verrill
Recently, I called Zoho evangelist Raju Vegesna to get his advice for a research project I was working on. Self-service channels are becoming increasingly popular, and I wanted to find out the average value customer service organizations get from their self-service channels.
With the help of Raju and other experts, I identified a set of variables I would measure in combination to ultimately determine the total value of self-service. The resulting equation, calculates the issues companies solve each month through self-service channels that don’t involve an employee; then how much that same level of service would have cost had the customer called, emailed or chatted a CSR. Here’s what we came up with:
I was stuck in traffic the other morning going to work. The right lane was closed for construction so the approaching vehicles were all corralling into the left lane. Unfortunately, at nine in the morning on one of the busiest streets in Austin, Texas, this process doesn’t happen quickly.
The vehicle in front me was a delivery truck for an Austin-based liquor store called Twin Liquors. I’ve seen these trucks countless times before, but I never looked too closely at the logo on the back. Funny what five minutes of stop and go traffic makes you notice.
The logo is nothing special. A circle with an illustration of the two founders — heads and shoulders only similar to a bust — but it was the line below them that caught my attention.
It’s as simple of a line as you can think of. Trust Twins. Trust our product. Trust our service. Trust us.
This phrase really stuck with me because of its transparency but also because of its ambition. Getting your customers to trust your products and brand is one of the most essential components for success. Essential, and yet oftentimes, the most difficult.
For small business owners, gaining the trust of customers and clients can make or break your bottom line. Just think about the places of business you frequent yourself. Why are you loyal to that brand or keep returning? Why do you recommend the company to a friend? Because you trust they will not only have the product or service you are looking for, but also trust you will be treated with respect. You trust that your presence and dollar is valued.
On the other hand, it’s incredibly easy to lose your customers’ trust by making mistakes. This can be anything from not delivering on a promise you made to not being honest with your customers or providing bad customer service.
So let’s look at some ways you can immediately start earning loyalty with customers.
Learn From the Big Boys
Okay, not everyone’s business will be as big as Coca Cola, Amazon or Apple, but that doesn’t mean you can’t study how they gain customer loyalty. In many cases, these companies have risen and stayed on top not because of sales or share in the marketplace, but because they have made it a priority to establish relationships and trust with its customers.
Former global marketing officer of Procter & Gamble Jim Stengel told Entrepreneur, “we’re seeing more of an emphasis on brands building emotional relationships with consumers because it’s powerful and it works.”
Need examples? Amazon, arguably the most trusted brand in America, earns its customers’ loyalty and trust by offering low prices, free shipping on many orders and a convenient check-out system so customers can shop and buy hassle-free.
Southwest Airlines breaks all conventional rules of the airline industry by not charging for checking bags to offering open seating and even having fun and engaging flight attendants who impersonate Elvis or sing the safety directions before take-off.
The fast food restaurant Chick-fil-A offers unprecedented customer service to every person who walks through their doors. Yes they have a tasty product and “invented the chicken sandwich,” but they also treat every customer with respect. Customers like to feel important and at Chick-fil-A, you feel like the most important person in the world. You trust that every time you walk in those doors you will be greeted with a smile and hear the words, “my pleasure,” from every employee.
Prove You Trust Your Customers
Trust is a two-way street so before you can expect customers to trust your brand or product, they need to feel like you trust them. There are a number of companies that have success because they established trust with customers by first proving they believe in their customers.
High end department store Nordstrom has a reputation for offering great customer service by trusting customers returning items. In fact, the store was rumored to have taken back a set of snow tires despite never selling tires in the first place.
And while this story is somewhat a myth, Nordstrom has gained the trust of its customers by promising to accept items the customer claims are defective, no questions asked. And they deliver on that promise.
Realize Trust Takes Time
Building loyal relationships and trust with your customers doesn’t happen over night. Earning trust is not about doing something right one time. It’s about proving yourself over and over again with every customer who walks through your doors.
This includes making sure you are doing your job well day in and day out. From creating great products or offering exceptional services to being innovative in your field and keeping your promises, building trust happens across multiple platforms over consecutive months and years.
Don’t lose patience. Customers notice when companies deliver on promises, but more importantly, they notice more when companies fail to deliver. Study companies that consumers trust, as well as companies that have lost the trust of the public so you can begin developing quality relationships that keep your customers coming back time and time again.
In a surprise to absolutely no one who has ever spent more than a minute inside one of their 34,000 restaurants, McDonald’s has begun admitting after a string of missed expectations that even in the world of fast food, being cheap and tasty isn’t actually everything—customer service matters.Ronald, in the face of news that could make anyone Grimace, has finally learned what we—the customers—always knew: customer service, or the lack there-of in this case, makes up a huge part of the combo meal we are looking for in a place to eat (or from any business for that matter).
Earlier this month the Wall Street Journal reported on a webcast that Mickey-D’s executives had with franchise owners, in which the company said 1 in 5 customer complaints are related to “friendliness issues, ‘and it’s increasing.’” According to the presentation, the top complaint from customers: “rude or unprofessional employees.”
Executives admitted that “service is broken,” and cited that customers find their service chaotic. The Journal added, “McDonald’s told franchisees that customers rate good service almost as highly as dollar value, pointing to a National Restaurant Association survey.”
One franchisee told the Journal where he feels the Golden Arches are headed, “The new leadership has decided to focus on customer satisfaction as a real driver for us to build the brand and build sales. So for us to maximize the potential that’s out there, we’ve got to be the leader in guest satisfaction.”
Well, duh. What took so long?
With 1.7 million employees worldwide serving 68 million customers each day at 34,000 restaurants in 119 countries, McDonald’s is the world’s burger behemoth. But stateside, the typical McDonald’s is a small business, with 90% of the 14,000 restaurants owned by independent operators.
Like any small business, a McDonald’s is much more than the products it makes and distributes, it is an organization driven by customer service interactions. Without quality employees delivering happiness to customers in harmony with a consistent and accurate product—the customers will stop returning, the sales will decrease.
For me, there is always somewhere else I can spend my money. In this case, the Chick-Fil-A across the street will always greet me with a smile and go out of their way to refill my refreshing diet lemonade. Of course, that is only if I am not at the local joint around the corner where they know me by name and have memorized my usual order.
Regardless of how cheap your food is, and how fast you can deliver it, if you continually screw up customers’ orders, treat them with contempt when they make requests, and are flat out rude—they won’t return. Those addictively delicious, crispy, salty fries and the smooth sweetness of a $1.29 hot fudge sundae can only cover up so much bitterness from your employees.
Known the world over for their iconic Golden Arches and greasy boxes of children’s happiness, Ronald and Co. appear to be slowly coming around to today’s customers—who value good customer service and support and will quickly and boisterously share with the digital world when they encounter sub-par service.
Lately, they’ve focused on rehabbing the company’s image from a mechanical slinger of processed, fatty foods (“Super Size Me” wasn’t the best PR), to an affordable, fresh, quick-service café with options (even healthy ones) for every mood, taste and budget. Their attempts to remain relevant to today’s customers—adding variety to the menu, redesigning their locations, even adding upscale beverages (they have real-fruit smoothies, at McDonald’s, seriously)—are impressive in contrast to the old McDonald’s. But while extensive, and expensive, these changes were only skin-deep.
Ronald is wearing the right things, he’s listening to the right bands, but underneath he is still the same old, creepy, rude clown.
The reason why others are passing McDonald’s by, as McDonald’s has finally admitted, is because they have a cultural problem with customer service. Their culture isn’t centered on the customer. The new expert-designed spaces and menus are aimed to make McDonald’s convenient, comfortable and friendly in today’s marketplace, but the key ingredient – the people delivering the customer service – was neglected rather than rehabbed.
Last week, for the first time in a very long time, I had a meal at McDonald’s. I stopped in for breakfast at a trendy, clean, well-designed space in downtown Chicago’s Loop. Uncluttered, well designed, easy-to-use digital menu boards welcomed me, enticed me to order. I even had a choice of fashionable mid-century chairs to sit in and eat. The space was great – it felt cool and comfortable, and was more an extension of it’s chic neighbor, the W hotel, than a competitor to the Dunkin’ Donuts across the street.
Yet the whole experience fell flat because the employees were mechanical, impersonal, and in the case of the one who handed me my order, flat-out rude. I was somehow inconveniencing them for making a simple request.
Maybe McDonald’s will get it right. Maybe the small-business owners that operate the majority of their restaurants in America will realize that the Golden Arches only go so far, that they need to focus on building a customer service culture that gives everyone, not just those under the age of 10, a happy meal.
Next time you stop in, please share with me your latest McDonald’s experience. Myself, I think I will track their progressing customer service elsewhere.
For decades together, the traditional customer support paradigm worked like a charm. Businesses were happy with a ‘good’ ratio of positive to negative experiences. Over time, that ‘good’ ratio has grown steadily, like seaweed on a pier.
Today, it’s a social world. There’s no ‘good’ ratio anymore. For your business, the difference between a negative experience and a catastrophe is almost nothing. As much as social media amplifies the good things about your business, it has a more powerful effect on the not-so-good things as well.
The concept of emergency response has to be finely ingrained in your customer support approach itself. Yes, this necessarily includes your helpdesk software too! Let’s take a small example, in the case of a web-based product/service.
A very common case is that of a service outage. One customer tweets about it. A few more pitch in. And, before you know it, the whole World knows you had an outage. If your first official response, in this case, is delayed or insufficient, you can as well get into a bunker underground.
What if your support rep doesn’t know what to do, or isn’t around, at the time? Well, that’s exactly why you need a really smart helpdesk software! Of course, if you use Zoho Support for your business, you wouldn’t need to worry about this situation at all!
Zoho Support has automatic social escalation built right into it. You can just setup an escalation rule wherein if several tweets containing your business’ name appear in a span of a few minutes, the support manager gets notified by email/SMS. This is just one example of where it can come in handy. You can think of many more relevant situations, I’m sure.
We use this internally at Zoho. In fact, our helpdesk coord simply loves it.
But, you don’t have to take our word at all. Try it yourself. Just set the rule up once. You’ll probably be as cool as a cucumber during your Code Red moment!