Posts tagged customer service

Bestselling author Michael Port talks exclusively to OPEN Forum and reveals how it’s possible, even in this era of vanishing customers, to build a business that’s booked solid.

The Number-One Secret for Social Media Success by Dave Kerpen for OPEN Forum

For many business owners, the temptation is to use social networks to promote themselves and broadcast their messages. But if you stop thinking like a marketer and start thinking like a customer, you’ll understand that the secret to social media is in the “social” more than in the “media”—it’s in being human. That is, it’s in being the sort of person at a cocktail party who listens attentively, tells great stories, shows interest in others, and is authentic and honest. The secret is to simply be likeable.

Here are five ways business owners can be more likeable and ensure greater success using social media:

1. Listen first - and never stop listening.

2. Start with one social network.

3. Don’t tell your customers to like you and follow you, tell them why and how they should.

4. Share pictures and videos.

5. Spend at least 30 minutes a day on social media.

Read more on OPEN Forum

(via The Number-One Secret for Social Media Success | | The New OPEN ForumThe New OPEN Forum)

OPEN Forum: There was a moment as you [Michael Port] started your own business when you realized that clients wouldn’t just come to you—and that you had to be more proactive. What’s your top advice for anyone facing that same challenge?

Michael Port: “It’s never as simple as flicking a switch, or identifying a single thing you need to do to get more clients. I believe very strongly that no matter how proactive you are in your marketing activity, marketing alone will not get you clients.

I know it sounds like sacrilege, but it’s true. Marketing just builds awareness about your products and services. When your prospects have been made aware of what you have to offer, you’ll have an opportunity to showcase your credibility and earn their trust. Once trust is established, it’s appropriate to make sales offers that are proportionate to the amount of trust that’s been earned. You don’t do this by hard pitching, but by striking up relevant sales conversations with the right people.

That said, the simplest way you can be more proactive in creating awareness about your business is to cultivate your relationships thoughtfully and thoroughly. If you’re not a great user of social media, or if you don’t like speaking, writing or buying ads, then there’s little point in trying to be proactive in those areas. You need to choose strategies that you’ll actually enjoy doing.”

Read OPEN Forum’s full interview with Michael Port, author of Book Yourself Solid, on how to to build a business that’s booked solid.

Click here to embiggen (see full infographic)

This infographic from B2Binternational shows the rational and emotional factors faced by B2B buyer.

10 Ways to Steal Customers From Your Competitors by OPEN Forum

1. Listen to gossip
2. Outsmart your competition
3. Let the leads come to you
4. FedEx them the bad stuff
5. LinkedIn poaching
6. Do small favors
7. Romance them
8. Flood the market with content
9. Show off your strengths
10. Ask the ultimate question

Read more on these tips here on OPEN Forum

(via 10 Ways to Steal Customers From Your Competitors - OPEN Forum :: American Express OPEN Forum)

Best Way to Apologize? Business Experts on the Art of Saying Sorry on OPEN Forum

To be a great leader, it’s important to understand not just why you should apologize, but how and when to apologize as well.

The 5-step Apology Process

1. Say you are sorry.

2. Clearly state what you did wrong.

3. Acknowledge how the receiving party must be feeling.

4. Express your sincere regret.

5. Promise not to repeat the behavior.

Read more here on OPEN Forum

(via Best Way to Apologize? Starbucks, Business Experts on the Art of Saying Sorry - OPEN Forum :: American Express OPEN Forum)

7 Things Customers Want But Won’t Tell You by OPEN Forum

1. You (and your team’s) looks matter
2. Prove to me you want our business
3. You’re making things too complex
4. I want you there 24/7
5. I want to only deal with you
6. A token of appreciation would be nice
7. Impress me!

Read more on each of these customer truths on OPEN Forum

(via 7 Things Customers Want But Won’t Tell You - OPEN Forum :: American Express OPEN Forum)

Why Everyone is Crazy About the Shamrock Shake by OPEN Forum

It is called the scarcity effect, and this is how it works: the less available something is, the more we want it. When something is limited, demand increases. I suspect, you may even make an extra run to Mickey D’s to pick up yours because you know it’s not going to be around for a while.

Read more on OPEN Forum about how to use the Shamrock Shake example as a branding and marketing opportunity for your business.

(via The Shamrock Shake Marketing Magic)

Maker’s Mark To Restore Alcohol Content After Customer Backlash

After Maker’s Mark announced that they would be lowering the alcohol content of their bourbon due to a supply shortage, customers took war on various social media channels to express their unhappiness with the company’s decision.

“You spoke. We listened,” the company tweeted on Saturday to announce the reversal.

In this case, it appears the customer was right.

Read more on this announcement.

(via Maker’s Mark To Restore Alcohol Content After Customer Backlash - Image source)