Categories
Online Marketing

How To Improve Your Sales Process And Increase Business with Karyn Buxman

My name is John golden from sales, Papa online sales magazine and pipeliner CRM joining you from lovely San, Diego as usual, and today I’m joined by Karen Botsman, who is actually also in San Diego down the road. How you doing Karen? Oh man, I’m telling you what beautiful day awesome San, Diego and so ken is an international speaker, success, author and neuro humorist.

This is, I love this living at the intersection of the brain and humor. So you live downtown San Diego. She also lives at the intersection of brain, so Karen’s a pioneer of the fire in the field of applied humor. You actually did a master’s thesis in graduate school, and now you work in partnership with neuroscientists, and then you help organizations and people to peak performance to art, the art and science of yeah humor.

So what we want to talk about is okay, so I talk with lots of people about strategic, their strategic that right never about strategic humor to grow your sales soak all right. Let’s go what is strategic humor, its humor, that is used intentionally for a desired outcome, and the insight here is that people think that the purpose of humor is entertainment and that’s true, but that’s only one of the three purposes.

The two other purposes are influence and well-being and for people who are high performers in sales, many of them have a sense of humor and they can be funny and they even recognize that it can be helpful, but they’ve not thought about how they can implement it. Intentionally and consistently – and that’s what we talk about when we talk about strategic humor and high performance humor, because let’s face it, I mean a lot of times when, when people engage with someone, they sometimes use humor as a as defense mechanism as an I as an Icebreaker or, and sometimes you, kids, sometimes it works, and sometimes it’s awkward or whatever, but I don’t think very many people approach it in a strategic fashion.

Right right, you know, and when I’m interviewing people I have a book coming out, this fall as you and I had talked about that Forbes books and I have interviewed many many high performers, particularly in sales, and they are the ones who have thought about this process And before they show up they they are thinking about. You know, how can I use different kinds of tools so that I can have that other person leaning in and this is where I got ta tell you.

This is where I get out on the combination of humor in the brain. This is something that is really very cutting edge and, through the work of people like David Rock, who wrote a great book, called your brain at work and he’s the founder of the neural Leadership Institute. What we know is that when the brain goes into a threat state – in other words, that’s kind of the person leaning away its then putting up their guard, putting up resistance when they’re in a threat state.

They are not hearing you to the degree that you want to be heard, they’re not connecting with you. They may not even like you. They’ve got other kinds of things going on in their mind, and so that really puts up a barrier to the sales process. What can you do to help that brain state become a toward state? Because when, in that, when it’s in an away state now we have adrenaline going up, ignore epinephrine, going up and dopamine and oxytocin going down? And all of these other things looks like this cascade of neurotransmitters that are working against you, but the cool thing about humor is that we now know scientifically that when somebody is engaged in humor and it’s a positive kind of humor, not an aggressive humor, but now We are seeing an increase in dopamine, a decrease in epinephrine and norepinephrine, and an increase in oxytocin, which is that bonding hormone, and so now you have the other person.

You know their brain is leaning in towards you and it makes you more likeable. I know that you know who listening to this is not red rubber child. He needs both influence and persuasion, number one thing being likability. You know people would rather do business with all things being equal with somebody that they like or somebody that they perceive it’s fun and positive. And again, this is one of the many things that human can do for you when you think about using it intentionally yeah, and I think it was a couple of things you touched on there.

I think it’s really fascinating, for people is okay and, as you said, you know, there’s a lot of stuff going on when you’re trying to communicate to somebody, and nowadays it’s even more so because, as I as I say, ad nauseam now we’re not the busiest we’ve Ever been with the most distracted, we’ve ever been just decided to replace distracted with busy to pretend it’s been, but so people are just so distracted right and there’s so much going on that.

It’s really hard to cut through that noise. But, as you say, one of the ways you can do that I mean you’ve obviously taught this for a long time and studied it and help people with it. How often do you see that kind of clutter fall away when somebody suddenly goes? Oh, that’s quite funny. Actually and then suddenly they’re, you know suddenly all of this other stuff that has gone on the brain has been cast aside because they’ve, because it is such a, I don’t know, I was going to say a primal, but in a good way kind of connection.

Yes and again, you know this is all at this unconscious level. Oh good. We know that logic tells emotion cells. But how do you tap into that emotion? You know you can scare the person to death right, remember or you know, try to bully them or whatever that may be. You know, but humor is one of those shortcuts to the emotional process, and so you are tapping into the emotions and and again increasing that resistance and, at the same time improving your your capacity in terms of brain capacity, and so it does tend to have that.

Other stuff, that you know when you say the term fall away. I think, in terms of like that resistance, falling light and as long as the humor is on target and is used appropriately, then you’re going to see that fall away. The issue is that some people – nah I’m going to say most people, don’t really understand all the things that come into play to make humor really work for you right really work, it gets it.

You know it does get a little complex and I’m throwing a lot of things out here because I was going to. I was going to ask her about that right. So, okay, so we know it works when it works right, but we also know that not everybody is number one, naturally funny or witty or whatever, and sometimes people you know try to be funny, but they just come off as awkward or it’s inappropriate at the moment Or it’s basically not funny, which then makes the situation more awkward, because then you have to do that kind of which you don’t could make.

You feel more defensive because you’re just thinking now I just I just showed that was funny. So how do you? How do you advise people on how only on the type of humor how to do it? How do you do it if you’re, not if this isn’t something that you naturally go to? Well, you know there are several push backs, whether those are conscious or unconscious, and one of them is what, if I’m not funny, you know, and when people say that to me my response is great, because the pressure is off what I have discovered over years and Years of research is that high performers understand they don’t have to be funny, they need to see funny, they don’t have to be the initiator, they need to be the appreciator and so take the pressure off.

For one thing you know and there’s there’s many ways that you can leverage humor without ever having to tell a joke yourself. I don’t advise telling jokes unless you are really really good yeah. So, let’s explore that because, as you say, I think it’s just taking the pressure off anybody who’s. Reading this who’s thinking. Oh my goodness, I have to turn into a stand-up comedian. I have to come right, jokes, the night before and arrive first into the room and capture.

So what are some of those ways? As you said, you can see funny or you can highlight something or you can just bring that up without you actually being the initiator. Yes, um anecdotes stories pulling stories from another person. These are ways that I really like, because what is most personal is most universal and when you can start finding stories, I coach a lot of high performers and, and one of the things that I became aware of was you know a lot of them are saying.

Oh, you know I need to be funnier and teach me how to be funny or I want to be funny. Just you know improv whenever and I said you know I can make you funny. I can. I can write you a funny script, but if you, if you don’t know when to use it or where that opening is and how to use it appropriately, you know again awkward. But, but you know, one of the great things about sales is so much of that. It’s more about listening and asking the right questions and, as you’re asking these questions to really have that filter on and again this is a brain process, your reticular activating system, when you have that filter to be listening for these little openings of any kind of a Funny comment that they make.

That’s your cue. How can you leverage that? How can you build off of that another piece of advice that I was coaching a gentleman on the other day in sales because he’s not a funny person, but he showed me a sales presentation that he did and he was talking about something any threw out. A comment and somebody from the audience threw him a line that made everybody laugh right. Okay, this is golden for you.

You know it’s like call, lather, rinse, repeat, okay. That was a funny light next time. You do this presentation, because you do this presentation a lot. Now you get to borrow that person and line and use it for yourself, and you can either refer to the other person or, for God’s sake, just steal. It use it. It’s like to call the creative appropriation. You know, that’s that’s one. It’s really a tool about listening and and leveraging.

You know, there’s there’s um in terms of visuals in your presentations. You know if you’re you know, I don’t know using PowerPoint or something there’s all kinds of visuals that you can use people who keep. You know things of interest on their desk. You know it might be a picture of something that’s interesting or kind of funny and to have one or two things that you can work into a conversation. This is what I called planned spontaneity run.

So it’s a line that you can use, you know and I’ll just give you one quick one. So it’s like. Oh I’m meeting somebody and we’re sitting down and we’re going to have a discussion to see if we’re a good fit and I’ll ask how they are and they’ll say. How are you and my my response? Is you know if I weren’t even there I’d be you, you know it kind of takes them back, but they start to chuckle. I know that brain-wise, the resistance just came down a little bit and so leveraging that you know different kinds of humor without you ever having to be funny.

It is really easy once you get into it yeah, and I like that concept too, that you said about when you’re having conversations you know with a prospect or a customer or whatever and you’re listening, and especially because when somebody starts to tell you about the issues They were having or they try to project last year. Didn’t it didn’t work? Well, you know there’s some more stories there and you know that, probably from this looking at it from this distance now, there’s probably ones that they’ll be on.

You wouldn’t believe what they did at Manor and there’s suddenly this humor in that and you you’ve made that person tell the funny story right. Yes and here’s an interesting thing that again this this wasn’t my own initial insight. I learned this for my son. It’s amazing that we can learn. Our children are best teachers he actually studied with second city yeah, and so and he was a starving artist.

I go to visit him in Chicago and you know I opened the refrigerator in his apartment and there is bread and ranch dressing. Yeah food is hard to improv him. That’s a tough one to improv eating bran, stressing sandwiches, so I take him out to eat. While he’s golfing down food, I said you know just in case this. You know ii said he thing doesn’t work out, you know. Is there a way that you’re going to be able to apply this in your life in other ways, and he was supporting himself by being a waiter at the time, and he said you know mom I’ve always gotten better tips than my counterparts, because I’m funny he Said when I started improv, he said you know.

One of the rules of improv is that you never put the focus on yourself. You never try to be the funniest one you’re. Only you know by everybody trying to make the rest of the team look funny. It raises you know almost in the time, and he said so. I started looking at my tables as part of my troupe and what I realized was in every table. There was somebody who thought they were funny too said mom. When I’m funny.

I get really good tips, but when I can make them look funnier than me, I get amazing tip that is really really cool because it really does play into it played it plays into that kind of idea of. You know the rule of communications that people believe conclusions they come to themselves over anything. You can tell them right, so your job is to help them to come to that conclusion. So, in your son’s case, his job is just to convince them yeah.

You are a really really funny person and who doesn’t like to feel like that exact. I mean that is like one of the ultimate compliments to tell somebody that they’re funny, quite frankly whether you’re, looking for a leader or a lover, one of the top three things people looking for is sense of humor. You know make me laugh, and so, even if they’re not that funny to just go, oh my gosh, you are funny they’re going to be bigger.

Now you put the brain in a really torn state there and then they’re going to love this conversation with you, and I think part of also. I think why this is a kind of a timely message as well. In many ways is, I think it’s facing mean we live in their number one. We live in a pretty angry messed-up world today, and people seem to love doing in the opposite of laughter. This idea of recreational hangar, where people just angry all the time I appropriated that from someone, because that’s exactly what I was, but I’ve been thinking so people are, you know case that and and there’s all these pressures at work and people are angry outside of work And all the stuff going on the bringing in little lightening things up a little.

I mean this is such a perfect time to introduce that, because I say like today: there’s a couple of things being polite will make you stand out, which is an unfortunate thing, but it’s true. It’s unfortunate state of the world I think being lighter and you know, and and creating the environment for a nice happy engagement with someone is going to stand that. So I think the timing of this is is perfect.

Yes and humor. Like you said earlier, it could be a tool or it can be a weapon, and you know, over the past few years we’ve really seen it weaponized. But if you are in a position in sales you’re not trying to weaponize here – and you know – you want to be building these relationships and that’s one of the beautiful things about humor is that it could very quickly bond you with other people and and to you Know so so why not use it and why not use it intentionally and consistently, because the more you do that again, not only are you rewiring your brain, but you’re definitely going to see a difference whether you’re doing presentations, whether you’re, you know wherever you are in The sales process that can, I put humor in my contracts, my closing contracts.

You know it’s just like you know just to see how how closely they’re reading you know, but when people send the contract back, you know they say you know. Oh, you know great contract. It’s all signed, I don’t know if I can really supply the cabana boy to Sergei it’s in your room, but we got everything else covered so so take advantage of that ya know, and I think people are acting. People would be very, very open to it because they’re not getting enough enough kind of just you know warm laughter.

One thing before we finish, though, because I’m you know I was reading and reading some of your stuff, and I and you were talking about doing that – big presentation in Asia. Right, everybody told you, don’t don’t tell any jokes, it’s your bomb and you did and it all worked out, but from how is it? How can people prepare themselves if they have? You know for being careful about humor across cultures and all of that kind of stuff is there? Is there a kind of a safe zone that you could pretty much plays everywhere, or do you have to really figure out the culture um? You know it really does help to know the culture, and I didn’t tell him any jokes.

What I did and I took out all the wordplay. They took out cultural references and I loaded the presentation with funny personal stories, because again, what is most personal, his most universal and – and you know a lot of people preparing me for this – said: don’t panic when nobody laughs and so I’m ready to talk to a Vacuum, but these people I mean I’ve, got pictures of them wiping their eyes, so either they really connected with those personal stories or the translator was going laugh hard.

Now she say something funny, and so what I get from it, though, is because people are connecting, and I think I shared with you that even three days later, a gentleman came up to me and tapped me on the shoulder and said you know: fun eating money Which is not a name, you know that’s what the title that’s coming up, because it was so memorable to them that have made such an impact. You know one of the things that if your listeners and viewers are more interested in this I’ll, give you the link where they can download a sample of what’s coming out in the book.

This fall because I do identify seven important building blocks and again, when you understand these grasp these and apply these you’re going to crush it, but when you miss one and and miss it, you know big time. You know, for instance, one of the very first building block is bond. It’s that relationship between the other person, and so many people assume they have a better relationship than what they really do.

Like, oh man, you know he he likes the Rams. I, like the Rams stuff love this joke uh. You know this political party thing and it’s like blows up in their face. So you know: if people go to humor for me calm, they can download a simple sample of the upcoming book. That’s coming out with forms. This fall yeah and I think that’s it and I and I think that’s a great one to end on just to underline that that one, though about assuming too much because that’s what I advise people nowadays is you’re not going to you’re not going to get penalized For being too polite, you’re not going to even get penalized for being too formal, because you know something and people are getting sick of this over-over familiarity from the gecko.

Yes, i-i’ve never met. I’ve never met you. I’ve never written to you before, but I’m going to go, hey, hey and all this, and it’s just like come on. You know. Let me taste give me at least. Let me have give me the courtesy of giving you permission to do that. Yes, yes, you are spot-on with that one. So before we go tell us a little bit more about the book when it’s released, I presume it’ll be available and all the all the usual blogs and we’ll have it in ioans description, you’ll be able to yeah.

Thank you, I am so excited because this really is cutting-edge material. I’ve been a pioneer in the field of applied humour for the past 30 years, and this content is content that has been pulled together just in the last 15 months and very heavy emphasis on how you can use humor strategically for influence. The title is actually funny means money, strategic humor for influence and world domination and it’ll be coming out.

This fall and again it did we’re we’re putting in the tools the processes assessments. You know I studied humor for 30 years so that you don’t have to, and I think it was EB White said that humor can be detected as a fraud can, but the thing dies in the process and is of interest to only to pure scientists. And so no frogs were harmed in this, but yeah I’m just I seconded it to the point where everybody else would just go: okay, that’s more than enough TMI, fantastic! All right! Well, hopefully, you’ll come back when the book is released and we’ll talk a little more.

It’s been a pleasure again. The book is funny, means money right funny see. That’s such a great title. Nobody can forget that my name is John golaloon from says pop online says magazine and pipeline is here and thanks again Karen, I see all for another expert interview. Really soon, thank you all right, thanks, so much John


Websites help sell stuff! Do you have one?

 

Categories
Online Marketing

Using Social Media Updates to Keep Customers Informed

Social media sites, like Facebook, Twitter or Instagram can help you stay in Touch with your customers about important news and Updates about your business, So here are five ways: social Media helps businesses send updates to customers Number one. Let your customers know that you are still here Due to COVID-19 restrictions. There’s uncertainty about What’s changed for businesses and customers alike, Use your social media platforms to let your customers Know that you’re here and thank them for continuing to support small businesses like yours And to help customers find you make sure all of your social media buttons are included on your Website and vice versa, Don’t make it harder for them to find you or the information you’re sharing Yeah.

Additionally, Make sure you’ve updated Google, My Business page with the most current information like your business hours phone number and don’t forget those Social media handles Oh actually Darlene. I have an example of a business that I Came across on Instagram, that’s located in Austin, Texas, I’d love to take you Through their Instagram page and show you how they’re Using social media to still stay connected, With their customers, One thing I wan na point: Out is on their Instagram, and I noticed that they have actually the information About their curbside pickup and their online ordering – And it’s right here in the bio, I love that that’s front and center, So any customer new or Loyal customer knows like okay, great, Like this is an option for us to still get what We love from this business And, in addition to that, they even have some Instagram highlights about their curbside Service and their catering and their posts are keeping Everyone up to date as well, which I really love.

But I wanted to point out when I was checking out Their Instagram stories that they have a lot of User-Generated content from their customers who have already started To order from them and take advantage of the specials, And one in particular that I really loved besides all the customer content here is, they also did a little re-share of a post about their curbside pickup and a behind-the-scenes of Them still putting together their delicious cakes in their bakery Number two promote your online store for customers who need to stay home Since we’re all practicing.

Social distancing we’re not able to visit Physical businesses right now so take this opportunity to Reach out to both your current and potential customers by Promoting your online store on social media Yeah build on your Brand’s social media presence with posts about featured products, positive customer reviews, And current sales to drive visitors over To your online store – And this can be done via Instagram stories, tweets, Snapchat or good old Facebook, Also, like we mentioned earlier, make sure you’ve added Links to your online store as part of your social media, Account’s bios and posts No use in posting about it.

If you don’t tell them where to go Yeah. Actually, I saw an example of that Does a great job of this Aviator Nation, A small business. That’s Promoting their online store through Instagram posts, like you see here So number three run special deals to retain customers during the shutdown Spread. The word about good deals to get your customers talking similar to what we saw. Aviator Nation doing And social media promotions Can bring in new customers to your online store, For example, a fun way is To encourage your customers to share photos of your Products and tag your business And you can offer a Chance to win a free item: online-only discounts, Or waive shipping fees – These are great additional Ways to get the word out on your online store, That’s something you can handle As customers like to like And share your posts, they spread awareness about your business.

Your customers’ posts are Visible to their friends, which can bring in more Business to your store, Even if you don’t have a Physical or digital product, you can still post about Deals on gift cards or upcoming virtual classes, So number four find ways: To engage with customers despite social distancing. If your business relies on foot traffic, we understand you might be struggling with ways to communicate.

With your customers And your customers, Well, they’re missing out on the face-to-face conversations. About daily specials and products that offer Solutions to their problems, This is where being active. On social media comes in, Engage with your customers by frequently posting on Your social media accounts at least a couple times each week so that your business stays present in your customers’ minds.

So try to respond to Comments and direct messages, so customers feel acknowledged, And now this is a good Practice all the time, but it’s especially important now that there’s limited in-person contact Number five have customers Follow you for updates. Your social media presence reminds current and prospective customers That you’re still open or if you need to temporarily Close your storefront you’ll be open again.

Unfortunately, some Businesses might need to close for a limited time. I know my hair salon is doing that And if you’re one of those businesses urge customers to follow You on social media, for important updates on your re-opening Post about any changes to your hours or any other differences in How you conduct your business And remind customers if You’re available for takeout delivery, curbside pickup or any other ways that You’re still operating Creating content around Your adjusted processes might be very interesting.

To your customers, I mean, I know, that’s helped me with one of my favorite Pizza joints that’s closed, So give them a peak behind the scenes as to how your business is. Running during this chaos, It could be the reason they continue following your journey long after COVID-19, Whether you’re sheltering in place following social, distancing or still figuring out your Business’s restrictions, it’s tough for everyone; Thankfully social Media offers the ability to do more than just market your business, but it’s a means to stay connected when in-person contact Just isn’t an option Exactly Remain active on your Business’s social media accounts to promote your online store and deliver updates to customers And, if nothing else, your social media presence Can bring people together in a time when it’s really needed Stay safe and stay healthy?


Who is helping with your digital business footprint?

 

Categories
Online Marketing

AMAZON SELLER SUPPORT SUCKS. HERE’S HOW I HANDLE IT.

If you sell on Amazon, you know that dealing with Amazon seller support is a nightmare. They are incompetent, they are foolish, they don’t want to help, but because we got to play by their rules by Bezos in his gosh-darn unfair system. Did I make money on? We got ta do what they say and we got a fine tips to get around all this nonsense.

So here’s a few tips that I do the first overall tip is to bookmark seller support on your computer when you go through on the desktop. It’S like. Oh, have you answered our questions yet and they want you to fill in this stupid like automated FAQ flow? Were you like? Have you selected these articles to read like yeah? No, I know what the rules are Jeff. I know how to work this game bookmark. The page, you can totally circumvent that and you go to this other page where it has all your options.

It’S like FBA issues or account issues or make a suggestion if you’re feeling feeling kind, but I bookmark that page right here. It just says contact social support. So I can just click there and go to it. The second thing I do is I mean after having telling you that bookmark it I wait like a week. I always wait as long as I can. You know until I’m going to forget it or until I’m doing like a badge of reimbursements, that I want to do because it takes Amazon like 45 days, sometimes to get a refund, and I would rather wait for the money then spend five hours a day.

Complaining with someone across the world, but it just is frustrating and doesn’t really help. The third thing that I do to kind of work with this with this torturous system of customer service seller service, whatever it is seller support, is to call them if you’re. Like me, you absolutely despise talking to strangers who know nothing just I can stop right there, but on the phone you hate that, and so you hate phone calls with people who obviously are just reading off of a script.

It’S uh: it’s frustrating to know that someone does not give a about you, but only when they say they do like I’m fine, I’m like sorry. I can’t do anything, I’m an idiot who makes $ 3 an hour reading off cue cards. Okay, I can deal with them, but just don’t be like. Oh sorry, we’re trying to best support you and then, when you ask them a question they can so they go okay and then go on to their next talking point.

It’S so so frustrating so when I call I say, listen, I know you can’t help me. It’S not your fault. Give me your supervisor and that’s like a really shitty move because of things of like oh you’re, like some suburban mom. Let me tell you this: getting a cold chick-fil-a sandwich and someone taking two grand from me. Those are two different levels and I think it warrants talking to a supervisor. If you owe me $ 2,000, is that crazy in my wild? To my out of my mind? No, I’m not I just like getting my money, so I sake I talk to a supervisor, they say oh we’re busy and they call you back like the same day or the next day, and almost always those supervisors are are really helpful because they actually are our Capable of independent thought, the fourth tip always keep these.

This is like the return slip that I got in the box of one of these boxes. You see back here. I got a bunch of returns a day because I get them on the middle of the month. They’Re actually from the 10th, but whatever there’s no point these. This has the item name, it has the FN SKU and it has everything important that they’re going to ask you they’re going to say: okay, do you have the shipment ID? Do you have the order ID? The order ID isn’t actually on here, but you can easily find that by going into your orders and just typing in the FNS Q, which is going to be this number right here, it begins with the X and then a few zeros whoops.

I keep going to this Creek, let’s say: you’ve navigated, all the you’re. Finally, on the phone with someone who is competent and understands like how things work beyond just reading them off of a script, they’ve been given they’re going to say: oh, this is so shitty, I’m so sorry, bla bla, bla, bla bla. You have any pictures boy. Do I have pictures because I got a phone win so whenever I get these returns and they’re damaged I’ll show you what happened? I’M just going to show you pause.

I sold this. It’S a Sony DVD CD player, whatever that’s and the point. Look at that. It’S broken in the corner, it’s broken in the corner. Do you know how that happens? It happens from some goddamn moron and Amazon FBA fulfillment center, putting like one thing of an air pack or like two inches of a void filler in the box, and so it slides around the box smashes the quarter and it breaks that’s how this happens and the Only person who will believe you is a supervisor crazy.

Isn’T that crazy, but that’s how Amazon works and you just have to be. You know, reading people like me who get upset learning all this and then uh. You know you can do it yourself and just do all these steps. To recap: wait! Bookmark, seller support. Have them call you or call them well, they’re, going to call you back. That’S what’s good! That’S how it goes. You give me phone number. They call you back because they don’t want you having their phone number.

They call you ask for a supervisor. What they’re going to do then, is open. The case you go to the case on your view case page, you upload pictures to that. That’S how it works. I mean they’d, explain it to you, but it takes them three hours. Probably so I’ll just tell you right now, straightforward upload pictures and at that point you’re just in their their hands. You know it’s um. Are they going to believe you and believe in common sense, or are they going to screw over and try and get 80 bucks out of you or whatever? It is for this I mean, there’s way way way more items in just this – that I have that have been damaged over the past two weeks but hard doing business.

Everything has its ups and downs, everything has trials and tribulations and the people who can successfully navigate those they’re, the ones who end up making money and you want to make money. So you should subscribe to the blog join the Facebook group. Yada yada yada you, you know, you know, you know.

Suggested Product to Sell on Amazon!

I suggest Spunks be the choice product to sell on Amazon. I mean the product has 5 stars! Check out this great pumpkin seed product. The video below gives you a look into the guys behind this great product. 

 

Categories
Online Marketing

How To Build a Business Case for Social Customer Experience, Customer Service & Social Media.flv

Nathalie, Parra, Hoffa and I’ll, be your host in a series of articles on how to make a business case for social media and customer service, because I covered customer service, CRM and social media as an industry. Analyst people often asked me how these technologies can be used in business. I then ask them a question: are you interested in increasing sales or decreasing costs if the person I’m talking to is a customer service manager? I also asked whether the customer service department is getting the respect it deserves for the critical role it plays in the success of the business.

Of course, the answer to the first question is always: yes, everyone wants to make more money and spend less of it, but more often than not. The answer to the second question is no. These articles will help show the relationship between customer service, social media and the overall benefits to the company they’ll help. You prove that social media can affect the bottom line today, and the customer service can contribute to the social media strategy that sets up your company for success in the future.

Who knows it might even be your ticket to the executive suite many of the customer service executives. I’Ve gotten to know have told me that they dream of the day that their CEO will actually listen to customer calls. They know if their CEOs heard all the complaints they’d stop, telling them to find ways to do more with less. Of course, they also know that their CEOs will never listen to calls, but as customers start tweeting and blogging and posting comments, they can do the very next best thing they can monitor all the mentions of their company in social media and pull it all together into A presentation when they show the results to the CEO and the team pages and pages of complaint after complaint, the typical response is shock, and then the CEO usually says something along these lines.

We need to fix this and we need to fix it fast. I don’t want people to see this, it could really hurt our brand and our growth. Do you know what to do about this? Customer service executives can then assure the CEO. Not only do they know how to make the bad publicity go away. They can also prove that it will pay off when it comes to the bottom line. For example, they can show that an investment in social media will make customer service less expensive and customers more loyal.

I’Ve seen these situations lots of times it’s the moment when the light bulb goes on for the executive team and the CEO it’s when they get at a gut level. What can happen when customers no longer pick up the phone to dial the contact center to complain but they’re using social media to air their grievances? It’S when they realize that all of these complaints will last forever meaning they can’t be taken down with millions of people.

Tweeting and posting and blogging the result can be stunning. For example, 70 % of bloggers write about brands and products, and 51 % of online users read them, which affects sales. What’S more, the treatment of customers has become the topic of TV shows like Undercover Boss and outsource and books, like your calls, not that important to us and PR disasters like United breaks. Guitars article are on everyone’s mind, but all this attention to customer service you’d think it would be easy to convince a CEO that it’s important to meet customers where they are not so much to really get a CEOs attention.

You need to show how social media will affect the traditional metrics. The contact centers live and die by. So how can you do that? First you’ll need to show what people are saying about your company. Second, you must prove that social media can affect the metrics. That result in higher savings and higher customer satisfaction to tackle the first task gather some examples. Depending on your industry, people will use a different social media mix most we use Twitter and Facebook, but their use of blogs forums, Flickr YouTube and other media will vary.

There are many social media monitoring tools that you can buy, but if you want to get started, you can use some of the following tools for free, for instance, go to search twitter.Com to search for tweets to search for blogs. You can go to technorati, calm and for forums. You can try board tracker calm. You can also get Google Alerts at google.Com backslash alerts or use a search engine to find negative posts by putting in your name, followed by fail for the second test.

You’Ll want to prove the ROI of social media programs that you’re proposing once you’ve shown how social media can affect the bottom line. You can also make the case for how it sets your company up for success to find out how to do both tune in to the next articles.


Thank you for visiting my post about the video I found on Youtube. I hope it gives you a little insight into customers and how you should treat your customers. Remember, I appreciate you and what you have to offer. Check out what Allshouse Designs thinks about customer service.

 

Categories
Online Marketing

What is CUSTOMER SERVICE? What does CUSTOMER SERVICE mean? CUSTOMER SERVICE definition

Customer service is also often referred to when describing the culture of the organization. It concerns the priority and organization assigns to customer service relative to components such as product innovation and pricing.

In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback. From the point of view of an overall sales process, engineering effort, customer service plays an important role in an organization’s ability to generate income and revenue. From that perspective, customer service should be included as part of an overall approach to systematic improvement.

One good customer service experience can change the entire perception the customer holds towards the organization customer service may be provided by a person, for example, sales and service representative or by automated means. Examples of automated means are internet sites. An advantage with automated means is an increased ability to provide service 24 hours a day which can at least be a compliment to customer service by persons.

Another example of automated customer service is by touch-tone phone, which usually involves a main menu, and the use of the keypad is options that is press one for English press 2 for Spanish etc. However, in the internet era, a challenge has been to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce. All online customers are literally invisible to you and you to them, so it’s easy to shortchange them emotionally, but this lack of visual and tactile presence makes it even more crucial to create a sense of personal human to human connection in the online arena.

Recently, many organizations have implemented feedback loops that allow them to capture feedback. At the point of experience, for example, National Express has invited passengers to send text messages whilst riding the bus. This has been shown to be useful as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time.

Technology has made it increasingly easier for companies to obtain feedback from their customers. Community blogs and forums give customers the ability to give detailed explanations of both negative, as well as positive experiences with a company / organization.


Thank you for visiting my post about the video I found on Youtube. I hope it gives you a little insight into customers and how you should treat your customers. Remember, I appreciate you and what you have to offer. Check out what Allshouse Designs thinks about customer service.