Topics related to branding.
Did you know that the old-fashioned, Alexander Graham Bell invention (the telephone) still reigns as the most widely used channel for customer service? Yes, almost nine in ten consumers (89%) feel that telephone customer service either meets expectations (60%) or exceeds expectations. (State of Customer Service Experience 2016, The Northridge Group, Inc.)
No matter how you personally feel on any given day, your telephone communication must be consistent and represent your company/organization brand. Here are 21 phone tips to ensure you’re creating outstanding customer experiences:
We live in a world of distrust. 🙄 Between political upheaval, terrorism, and economic woes, people are in a state of malaise and suspicion.
According to the 2017 Edelman Trust Barometer, trust is in crisis around the world. “The general population’s trust in all four key institutions — business, government, NGOs, and media — has declined broadly, a phenomenon not reported since Edelman began tracking trust among this segment in 2012.”
In her recent post, Kathryn Beiser advises that even though business fares better than government in the trust department, “if it, too, disappoints, business risks falling victim to the rising tide of dissatisfaction that has impacted government in so many parts of the world.”
The Trust Barometer reveals that no action is more integral to building trust than treating employees well, and employees are also the most credible spokespeople on every aspect of a company’s business.”
So, how do you build trust with internal customers – your employees?
Happy New Year!
Now that 2017 has arrived, it’s important to stay abreast of ever-changing marketing, branding, and customer experience best practices. Although predictions abound online, many focus on large companies and enterprises. So, I did a bit of research for you and put together a list of 10 marketing predictions that can apply to any-sized organization, especially small-medium businesses or nonprofit organizations.
Brands will get more creative with content marketing format.
Content marketing has mainly been about blogging, ebooks, and other written content types that generate email subscribers. These strategies continue to prevail, but brands will need to be more creative with their content’s formats to break through the noise.
Visual content will become more important as search engines get better at reading and analyzing images to determine what your website is about. More gifs—yay!