Customer feedback: Why does it matter for your business?

Customer feedback

Customer feedback is basically the opinion of the customers regarding your products and services. Since customer satisfaction is the ultimate goal of any business, so, customer opinion is the most important of all and you need to make sure you listen to them at all times. Customer feedback matters a lot as it benefits your business in a number of ways:

Continue reading “Customer feedback: Why does it matter for your business?”

Customer service reps: Questions to ask in order to hire the best ones!

Hiring customer service agents

Customer service is an inevitable aspect of a company and it’s success. You may offer the best of goods and services to the customers but that’s not the only thing that matters. Despite the exceptional quality of your goods, customers may still have queries that if go unresolved may lead to customer dissatisfaction.

So, you need to ensure that the customer service you offer to your customers is satisfactory. For this, you further need to make sure that you hire the right candidates to handle your customers. Let’s have a look at the mandatory interview questions you need to ask while hiring customer service reps:

Continue reading “Customer service reps: Questions to ask in order to hire the best ones!”

Here’s how you enable a small customer support team to respond faster

Customer support reps

With the ever-increasing customer expectations, it becomes quite difficult for the small customer support teams to live up to customer’s expectations. With all the customers’ queries and complaints flooding in through different channels, providing timely responses becomes a daunting task. However, even the smaller teams can provide the expected level of service using the following strategies:

Continue reading “Here’s how you enable a small customer support team to respond faster”

Things every customer service representative needs to know

Customer service representatives

Working at a customer service center is quite a daunting task. You have to deal with a variety of customers and situations may not always be in your favor. The only solution is to handle every situation gracefully. There are certain things that a customer service representative needs to know before everything else. Let’s see what they are:

Continue reading “Things every customer service representative needs to know”

Multichannel marketing: Know how it benefits your business

Multichannel marketing

Multichannel marketing refers to the process of blending distribution and promotional channels for the purpose of marketing. Distribution channels involved in this type of marketing may range from a retail storefront to a website. An effective multichannel marketing is supported by good supply chain management systems such that the details and prices of goods on offer are consistent across the different channels. It is also supported by detailed analysis of the return on investment from each different channel, measured in terms of customer response and conversion of sales. It benefits a business in a number of ways:

Continue reading “Multichannel marketing: Know how it benefits your business”

Live chat for conversion: Here’s how it boosts your business’s success

Live chat boosts conversion rates

So far we have seen that live chat benefits a business in a number of ways. It can help reduce the bounce rates and site abandonment rate, boost sales and build strong customer relationships. There’s one more benefit of using live chat on your website. Wondering what it is? Well, live chat if used appropriately can increase your business’s conversion rates. Want to know how? Read on.

Continue reading “Live chat for conversion: Here’s how it boosts your business’s success”

Top 5 lead generation strategies for a highly successful business

Lead generation

Lead generation refers to the marketing process of stimulating and capturing interest in a product or service for the purpose of developing sales pipeline. It is very important to have qualified leads so as to have qualified leads.

Lead generation is all about brand awareness, pulling down leads and making sales. Therefore, employing the best lead generation strategies can prove to be beneficial for any business in the long run. Here we have piled up the best lead generation strategies that you can leverage to boost your lead generation:

Continue reading “Top 5 lead generation strategies for a highly successful business”

Top 5 tips to improve your customer service performance

Customer service performance

The quality of customer service you provide to your customers plays a vital role in the success of your business irrespective of its size. Therefore, almost all companies try to improve their customer service performance by employing the best strategies. Also, a productive support team will be consistent at all times. Here are the best strategies employed by the most successful businesses in order to maximize their performance in customer service:

Continue reading “Top 5 tips to improve your customer service performance”

Advantages of using a power dialing system: I

In our previous article, we made you familiar with the concept of power dialing system. Now let’s have a look at the benefits that this highly efficacious technology can provide to the call centers:

1. Enhances the lead generating and nurturing process:

Filtering out the blacklisted numbers is one of the main advantages provided by the power dialing system. When power dialing system is clubbed up with lead management software, it helps in eliminating the wastage of time due to useless calls. Power dialing is quite useful for organizing all the sales information, lead data, and customer history. It also helps in organizing the call-back info with the help of a CRM and can quickly pass it on to the agents, thereby obtaining more successful leads. Thereafter, it efficiently takes care of lead nurturing, such that it intelligently manages the journey of your leads, prospects, and customers across their engagement cycle. This further enables the agents to sort and prioritize the generated leads.

Improved lead management
Improved lead management

2. Improves your right party concerns:

Power dialing system has a provision for retry strategies. Since there is always a possibility that agents cannot get connected to all the numbers in the lead list in the very first try, so, it becomes quite necessary to contact such leads again. Retry strategy is the best solution for such instances. Based upon the last dialer details, you can set different retry strategies for different occasions. As an example, you can try a “No answer” after 3 hours, “Abandoned” call after 72 hours, a ‘Busy” call after 5 minutes etc. This eliminates the chances of missing any important lead and increases the probability lead sale conversion rate. Moreover, it takes into consideration, the compliance norms and improves your right party connects by over 10%. Hence, it helps in boosting your revenue growth.

Retry strategies
Retry strategies

 

 

 

 

 

Strategies for generating B2B leads online: II

1. Content Marketing:

Content marketing refers to the marketing focused on creating, publishing and distributing content to online targeted audience.It is a crucial element for B2B lead generation. It is often used by businesses in order to attract attention, generate leads, expand their customer base, generate online sales, increase brand awareness or engage an online community of users. While pursuing content marketing, the main focus of the businesses should be the needs of the prospect or customer.

Once a business has identified the customer’s need, information can be presented in a variety of formats, including news, video,white papers, e-books, infographics, email newsletters, case studies, podcasts, how-to guides, question and answer articles, photos, blogs, etc. The appropriate type of content for any business will depend on the business’ goals and target customer.

Content marketing
Content marketing

2. Search engine marketing:

Search engine marketing includes both paid search results (using tools like Google Adwords or Bing Ads, formerly known as Microsoft ad-center) and organic search results (SEO) and plays a crucial rule in B2B lead generation. It includes the following steps:

  • Keyword research and analysis: It involves ensuring the site can be indexed in the search engines, finding the most relevant and popular keywords for the site and its products, and using those keywords on the site in a way that will generate and convert traffic.
  •  Website saturation and popularity: It means how much presence a website has on search engines, can be analyzed through the number of pages of the site that are indexed by search engines (saturation) and how many back links the site has (popularity).
  • Back end tools: These include Web analytic tools and HTML validators which provide data on a website and its visitors and allow the success of a website to be measured.
  • Whois tools: They reveal the owners of various websites and can provide valuable information relating to copyright and trademark issues.
  • Google Mobile-Friendly Website Checker: This test will analyze a URL and report if the page has a mobile-friendly design.
Search engine marketing
Search engine marketing

 

 

Strategies for generating B2B leads online: I

In the previous post we talked about B2B lead generation and its components. Now let’s take a look at the strategies that can be employed to generate leads online:

1.Email marketing:

It refers to sending a commercial message to a group of people (typically potential or current customers), using email. It basically inculcates the use of email to send advertisements, request business, or solicit sales or donations, and is meant to build loyalty, trust, or brand awareness. Email marketing can be carried out using:

  •  Transactional emails: These emails are usually triggered based on a customer’s action with a company. To be qualified as transactional or relationship messages, these communications’ primary purpose must be to confirm a commercial transaction that the recipient has previously agreed to enter into with the sender, along with a few other narrow definitions of transactional messaging.
  • Direct email: It involves sending an email solely to communicate a promotional message (for example, an announcement of a special offer or a catalog of products).
  •  Mobile email marketing: It develops large amounts of traffic through smartphones and tablets.
Email-Marketing
Email-Marketing

2. Social marketing:

This type of marketing involves leveraging social media to generate leads online. Businesses can use it to generate and nurture millions of dollars worth of leads. As a matter of fact, one of the most obvious ways to generate B2B leads from social media is using LinkedIn. Since social media is an integral part of content marketing, and to some extent, search marketing, so, your blogging or info graphics can be extremely successful if you are active on social media platforms.

In order to integrate social networks into their marketing strategies, companies have to develop a marketing model. One such model includes the following steps:

  • Selection of the correct social networks to use
  • Setting out a financial plan for hiring social media brand managers or consultants
  • Designing organizational structures to manage the social network in the companies’ market
  • Selection of target markets
  • Selection of the products, services, brands or company messages that you plan to promote
  • Performance measures for the social media strategy such as evaluation, data analytics, etc.

 

Social marketing
Social marketing

 

 

B2B Lead generation

B2B lead generation refers to the process of finding new business customers. It includes various stages such as determining suitable target companies, approaching new prospects and eventual conversion from lead to customers. However, you need to know that generating leads isn’t easy and trying to acquire leads in the B2B space makes it all that much more difficult. B2B lead generation inculcates the following terms:

B2B

Prospects: It is a marketing term used for describing a potential customer. In case of B2B a prospect is a company interested in your product, service or brand. A prospect may not necessarily be familiar with your company.

B2B prospects
B2B prospects

Lead:

It refers to a company which meets the criteria you define as being valuable to generate new business. Leads can be:

i) inbound – generated e.g. through form fills or direct calls made to inquiry about products.

ii) outbound – leads can be classified as ones which sales teams may categorize based on certain conversations they had.

 B2B leads
B2B leads

Customer: 

A customer is a lead that now uses your products or services.

Customers
Customers

Inbound marketing:

Inbound marketing is a technique for drawing customers to products and services with the help of content marketing, social media marketing and search engine optimization. Inbound marketing provides detailed information, an improved customer experience and builds trust by offering potential customers information they value through company sponsored newsletters, blogs and entries on social media platforms.

 Inbound marketing
Inbound marketing

Outbound Marketing:

Outbound marketing is a form of marketing where a company initiates the conversation and sends its message out to an audience. Rather than taking a passive approach, companies actively push their message to potential leads, whether or not these potential leads are actually looking for them at that time. Telemarketing is one such method whereby companies pro-actively call customers to offer their products or services.

Outbound marketing
Outbound marketing

Lead magnets for an efficient conversion: III

1. Demonstration:

In case of marketing, a product demonstration refers to a promotion where a product is demonstrated to potential customers. The sole purpose of such a demonstration is to introduce customers to the product to make them familiar with it in hopes of getting them to purchase that item. The products offered as samples during these demonstrations may be new products, new versions of existing products or products that have been recently introduced to a new commercial marketplace. Basically, the idea is to introduce your offerings, utilize them as lead magnets and demonstrate their capabilities.

Product demos
Product demos

2. Creative contact forms:

Creative contact forms are a better version of contact forms that you offer to customers. They are used to enhance the effectiveness of simple contact forms by using them to showcase your company’s personality. You need to be conversational and inviting to your audience.

Creative contact forms
Creative contact forms

3. Out of the box deals:

You may offer free two-day shipping or deals such as buy-one, get-one-free and much more in order to lessen the purchase anxiety that every customer experiences while purchasing. Since, it adds value to the transaction so it is an effective lead magnet.

Bonus
Bonus

4. Forms gating charges:

Consider gating price and other information if your goal is to target hot leads. Hiding your pricing behind a form can be an effective tactic as this particular form will help filter out unqualified leads, and capturing their information will help you follow up with targeted prospects.

Gating price
Gating price

5. Tests:

Tests or quizzes encourage prospects to measure themselves against your expertise or industry standards. This will give you an opportunity to give feedback and ideas. Also, the prospects will determine their need for your product or service.

Test
Test

6. Limited-time free trial:

Give prospects the opportunity to experience the benefits of your product or service, including a deadline to the offer at the same time. This will make them realize they can’t go another day without it.

Limited time free trail
Limited time free trail

7. Cheat sheets:

They are generally very short and cut straight to an ultra-specific point and can be delivered as checklists, mind maps, or blueprints. Mostly, they are just a page long in length.

Cheat sheet
Cheat sheet

8. Resource list:

A toolkit or a resource list is an easy to consume lead magnet. Depending on your niche, toolkits can be a good introduction for your target audience making them familiar with your products and in most favorable cases increasing sales and building long-term relationships.

Toolkit
Toolkit

 

 

Lead magnets for an efficient conversion: I

As mentioned in our earlier posts, a lead magnet is an incentive in the form of free e-books, webinars, whitepapers or something of that sort given away to someone in exchange for their email address. It can even be considered as a bribe that marketers offer to potential buyers in exchange for their email address, or other contact information.

There are a number of lead magnets that you can employ to capture traffic and convert efficiently. Some of them have been mentioned below:

1. Drip marketing:

Drip marketing refers to a communication strategy that sends, or “drips,” a pre-written set of messages to customers or prospects over time. Drip marketing is carried out in various forms such as:

i) email: This the most commonly used form of drip marketing is email marketing due to its low cost and high efficiency.

ii) direct mail: This technology relies on digital printing, where low-volume print runs are cost efficient and the variable data can be merged to personalize each drip message.

iii) social media: Various social media marketing tools employ the principle of drip marketing to schedule a series of updates.

 

Drip marketing
Drip marketing

2. RSS feed:

RSS refers to rich site summary and uses a family of standard web feed formats to publish frequently updated information like blog entries, news headlines, audio, video and much more. An RSS document includes full or summarized text, and metadata, like publishing date and author’s name. Once a user subscribes to a website, RSS removes the need for the him/her to manually check the website for fresh, updated content. This is because the browser constantly monitors the site, informs the user of any updates and can also download the new data for the user.

RSS feed
RSS feed

3. Membership:

People loved to be treated specially. So, all you need to do is invite them into your VIP group, and give them free information so they feel a part of your club. You need to know that loyal fans and followers have the power to convert others as well.

Membership
Membership

How to leverage PPC for lead generation: II

1. Ensure relevance between your PPC ad and landing page content:

When online users have queries related to a particular topic or want to know more about a product or service, they search the required information using specific keywords. Also, if your ad is focused on the desired certain keyword or topic, it is expected that your landing page would provide more information about that particular keyword or topic. The users would definitely be turned off if your landing page content talks about everything else except what’s mentioned in your PPC ad. Therefore, your content should be optimized in such a way that it entices landing page visitors to become a lead or a customer.

PPC ads in accordance with content
PPC ads in accordance with content

2. Employ convincing tools to support your ad claims:

For effective lead generation support your PPC advertising campaigns with evidence. This will help you gain the trust of your target audience. You may employ convincing tools such as customer testimonial, slideshows, white papers, and eBooks. these tools could support your claim as a reputable product or service. You can also feature prominently trusted seals from organizations or agencies that will increase your credibility, gain your targeted audiences’ trust, and convert them into long-term customers.

ebooks
ebooks

3. Entice your visitors with giveaways:

You may entice your visitors by including rewards and offers that you would give them in exchange for their sign-up information to a blog or newsletter. These giveaways may include webinars, ebooks, videos, presentations and more. Make sure that these rewards and offers are well-designed to give your web visitors something of value that will tempt them to know more about your brand, product or service. Also, it is suggested that you place your offers near your lead generation form, with customized graphics and text that will convince people to make a response to a particular call-to-action.

Free webinar
Free webinar

How to leverage PPC for lead generation: I

Pay-per-click marketing refers to the way of using search engine advertising to generate clicks to your website, rather than earning those clicks organically. The basic idea is, every time your ad is clicked, sending a visitor to your website, you pay the search engine a pre-decided fee.When your PPC campaign is well-designed and running smoothly, the visit is worth more to your business than what you pay for it. PPC has the strongest potential of helping you achieve your goals, so, you need to know the tactics that’ll help you leverage PPC for your business:

1. Landing page is the way to go:

Firstly, what actually is a landing page? It is a single web page that appears whenever a search engine optimized search result or an online advertisement is clicked. You should direct your prospects to a well-designed landing page instead of your homepage. The landing page usually displays directed sales copy that is a logical extension of the advertisement, search result or link. The actions that a visitor takes on a landing page is what determines an advertiser’s conversion rate. You can actually leverage your landing page to generate a direct action from a website visitor that will convert them either as a business lead or a paying customer. The key here is to directly go to the point and focus everything there in your landing pages with the only goal of lead generation in mind.

Landing page
Landing page

2. Put up relevant fields in your contact forms:

Your forms should be focused only on the most important items that you need to know and avoid form fields that would ask a bunch of questions that are really not that relevant enough for your purposes. Since, lead generation forms are created for an important purpose, and that is to collect important information about a web page visitor and convert them into valuable leads. Therefore it becomes very important to have your forms designed with lead generation as its primary focus.

Lead generation form
Lead generation form

 

 

 

Qualified and unqualified leads

The sole aim of individuals involved in digital and outbound marketing and sales is to segment leads into, one of two categories – qualified leads and unqualified leads. Leads can switch from one category to the other with the aid of nurture campaigns.

A qualified lead is a potential customer who has expressed interest in a product or service and meets general buying criteria.

Qualified lead
Qualified lead

A qualified lead is a person:

i) with need, budget, and purchasing authority.

ii) Working for a company that meets your customer profile for being a customer.

iii) With a buying timeline that falls within the time horizon of the sales representative’s commission plan.

It only takes a few minutes for a true sales professional to qualify a lead. And lead qualification can be done anywhere at a busy tradeshow or on a golf course, provided you have an efficient marketing team.ave completed, or are in the process of

Basically, qualified leads are the ones which have completed, or are in the process of completing your nurture campaign cycle.

Lead nurturing
Lead nurturing

Qualified leads are in control of their own buying cycle, completing self-education research who have brainstormed and listed their exact needs in a solution. They have a clearly defined budget to work with and are researching solutions within their means. In addition to this, they have low churn rates because they close on their own terms.

Buying cycle
Buying cycle

On the other hand, unqualified leads are the ones who have not been nurtured enough to close their sales cycle. They are often unsure of what your company offers and don’t know what they’re looking for in a solution. Unqualified leads may also be the ones for whom your product or service is out of their price range. Though it is possible to convert unqualified leads into customers, the churn rate is comparatively high.

Unqualified leads
Unqualified leads

 

Lead nurturing tactics: III

1. Sales and marketing alignment:

For sales and marketing alignment, the shared expectations, responsibilities and goals for this collaboration between sales and marketing should be outlined in a sales and marketing service level agreement (SLA). Creating a formal sales and marketing SLA will help the two teams hold each other accountable for converting leads and effectively nurturing them into paying customers in the long run.

Sales and marketing alignment
Sales and marketing alignment

2. Multiple touches:

According to a research, on average, prospects receive ten marketing touches from the time they enter the top of funnel until they’re a closed won customers. The most successful lead nurturing strategies deliver content that helps prospects progress through the buyer’s journey by addressing common questions and concerns such that they are contented.

3. Maintain permission to keep prospect updated:

Maintaining permission to keep a prospect updated is important because if a prospect loses interest in your messages, they’ll disengage by unsubscribing, marking your messages as spam, or emotionally unsubscribing – reflexively ignoring or deleting your messages.

Keeping prospects updated
Keeping prospects updated

4. Guide your prospects efficaciously:

There is a possibility that a potential buyer who you’re nurturing may not enter a buying process for a long time. But during the lead nurturing phase, if you can educate prospects and guide their thinking to incorporate specific requirements and ways of thinking about the market, your company and solutions will be much better positioned in their minds when they finally decide to make purchases.

Guide your prospects
Guide your prospects

5. Study the Digital Body Language:

Digital Body Language is the aggregate of all the digital activity you see from an individual. Each email that is opened or clicked, each web visit, each form, each search on Google, each referral from a social media property, and each webinar attended are part of the prospect’s digital body language.Just like the body language is read by a sales person managing a deal, digital body language is an amalgamation of all the digital touchpoints. Digital Body Language can help you understand where your prospects are in their buying process. As they progress through the process, they’ll reach a point at which your lead scoring system tells you they’re ready to engage with the sales process.

Digital body language
Digital body language

 

Lead generation strategies: Part V

1. Corporate literature:

You should know how to create efficacious professional brochures and fliers that effortlessly sell for you by educating your prospects about the benefits you offer. These brochures and fliers should be capable of addressing their questions and their needs for your product or service. Basically, your brochures and fliers should help boost lead generation and bring in as much profit as possible.

2. Podcasting:

Podcasting is a concoction of ‘broadcasting’ and ‘i-pod’. It is a form of audio broadcasting on the Internet. The reason it became linked with the iPod in the name was that people download the broadcasts (audio shows) to listen to mostly on their iPods.

It is a medium for businesses to globally distribute their ideas and create a following of like-minded fans. It is beneficial for industries such as journalism, education, and entertainment allowing anyone to freely create and distribute news and media as it helps in an enormous lead generation in the long run.

3. Premiums, gifts and offers:

The Lead generation offers, gifts and premiums are irresistible bribes that give a piece of valuable information to the sales prospects in exchange for their contact information. These are positioned on the landing pages of websites.

4. Profits on the back end:

If most of your sales and profits occur when customers repeat purchase from you again and again, you should make it a point that you are doing everything possible to motivate as many customers as you can to make their initial buying decision as quickly and easily as possible. Making it easy and enticing for the customer to start doing business with you by adding extra incentives or by making your initial sale at break-even or a small loss, means that you will benefit sooner rather than later from all the repeat business.

5. Experiential marketing:

This is a marketing strategy that directly engages consumers and encourages them to participate in brand development. Experiential marketers believe that consumers should be actively involved in the production and co-creation of marketing programs.

These are the major lead generation strategies that will boost up your sales in the long run.