Improve Customer Service Almost Immediately With These 6 Tips

Customer service, like it or loathe it, is all the rage in business these days. Whether the hype can be blamed on every individual having access to countless eyes and ears via social media or on an actual decline in quality customer service, the businesses that are offering customers the best service are often growing leaps and bounds compared to their competitors. Whether you sell shoes or offer piano tuning, your customers expect a lot from you. Start exceeding expectations by improving your customer service almost immediately with the following six tips.

1. Get Interactive

How do your customers want to interact with you when they have a problem, a question, or a complaint? Depends on the customer, right? With a SaaS customer service solution like eGain, you won’t have to constantly monitor every channel your customers might be frequenting. Instead, you can simply inhabit their omnichannel world. Interact with your customers and potential customers everywhere and in every way they want to from email and social media to live chat and virtual assistant. There’s no need to hamstring yourself when it comes to the ways in which you can offer service. The easier you are to get a hold of, and the more readily you respond via the channels your customers prefer, the better you’ll be perceived when it comes to customer service.

2. Empower Employees

Far too often, the natural inclinations of employees to do what’s right when it comes to the customer are hampered by the rules and regulations of the company for which they work. Don’t keep your employees from solving your customers’ problems. Instead, empower them to grant customers the good service you say you want to provide. When it comes to fixes that are clear, related to errors on your part, or not too expensive, don’t require a manager to sign off. Let your customer service rep OK the change and you’ll have happier customers — and employees — almost immediately.

3. Always Be Available

Even banks don’t keep banker’s hours anymore — at least not on the World Wide Web. The days of addressing customer concerns during “business hours” have long passed. With the advent of the Internet and its global reach, customer service has become something that must occur at all times, or a business won’t be able to remain competitive. Whether you outsource it or staff it, you need to make sure that, when it comes to customer questions, complaints, or concerns, your door is never closed.

4. Use Names

In many ways, this next piece of advice should be followed in nearly every interaction one has with another human being. Use the person’s name. Regardless of whether you were contacted via email, phone, Twitter, or chat, address your customer by name (or handle), and instruct your employees to use their names as well.

What follows will be a personal exchange between people, rather than a customer service exchange between a company and a customer. Are you still a company and customer? Of course. It’s just that people enjoy being treated like the individuals they are. It’s a simple move and takes little effort, but using your customers’ names will pay big dividends in the customer service department.

5. Be Nice

While it should no longer need any mention on a list like this one, the reality of poor customer service dictates that “niceness” be given ample attention. Far too often, companies view customer needs as silly, secondary, or lacking in merit. When customers are seen in this light, they’re subject to poor treatment. Avoid this trap by always, in every circumstance, regardless of the complaint or the way in which it is made, treating your customers with kindness and respect. If your organization’s default is to be nice, even if a customer doesn’t get a demand met, he’ll at least know he was treated like an individual with value.

6. Get Feedback

Whether you routinely win accolades from customers or you’re routinely maligned, ask for feedback regarding your customer service. Customer insight is valuable — even when what they have to say stings. Allow for more than just a standardized, multiple-choice response, and when a theme emerges — or a really good idea — act on it. Nobody knows more about what the customer wants than the customer. As much as you can, give it to them.

Improving customer service can feel akin to hunting Bigfoot, but it doesn’t have to. Follow these six tips, and your organization will improve customer service almost immediately.

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The Personal Touch: Why Direct Mail Marketing Still Rules in the Digital Age

When everyone has access to their email in the palm of their hand at all times, does sending out physical marketing materials in the form of brochures, letters, postcards and catalogs matter anymore? It tends to come as a surprise to many that direct mail, as this marketing approach is known, continues to thrive.

While many marketing gurus have predicted the fading away of direct mail, these materials bring clear advantages to the marketing efforts of businesses both large and small, ones that are simply not possible with email. One of the most noticeable benefits is that unlike email that often ends up in spam folders or that simply gets lost among hundreds of other marketing email, brochures and catalogs usually do make their way into the hands of most recipients, and they are not easy to get rid of. Marketing materials, once they arrive in a recipient’s home or office, float around for days, which means that unlike email, they stay active for an impressive length of time.

Direct mail can be effective in many other ways, as well.

To begin, people aren’t tired of direct mail at this point

Years ago, when people received bunches of direct mail, it was dismissed as junk. Today, with most companies having switched to email and other forms of digital marketing, most consumers and b2b customers have a problem with it.

It’s important for marketers to take note of the change. Most people don’t even look at the marketing emails that they get. On the other hand, studies by the US postal service show that three out of four consumers will look at physical mail at least once when they receive it whether the open the envelope or not. Many direct mail marketers in printing envelopes with the most important part of their message on the outside to make sure that they do get their message across.

Direct mail gets the undivided attention of consumers

When people look at their email, they usually have many other things going on — other tabs, Twitter and Facebook notifications, and so on, all on the same screen. With email, then, it can be hard to get a consumer’s undivided attention. It’s different with physical mail — presented on a medium that is clearly distinct from the electronic screens that display distractions, it tends to hold consumers attention better. To any marketer attempting to convert someone through the force of their persuasiveness or through the personal touch, it’s likely to go through much better with physical materials.

Email comes with a limited bag of tricks

If you want to show your email recipients the results of a study, letters of appreciation by happy customers and so on, it can be difficult to do with anything other than attachments or links; unfortunately, these methods tend to make people suspicious. With direct mail, on the other hand, you can attach anything you want. Studies show that the fatter a packet, the more trustworthy it is seen to be.

There’s far more versatility with direct mail

With email, no matter how much effort you put into its design, all you get to attract the recipient was at first is a few words on the subject line. Not so with direct mail. From envelope color and shape to the blurb that you put on the envelope and the freebies that you get to stuff inside, there are so many choices they can help you stand out. You can even go with expensive scents and the use of high-quality paper. Direct mail is simply easier for dramatic effect.

Direct mail does get results

According to research by the Direct Marketing Association, email tends to do with a response rate of barely 0.1%; in other words, for every 1,000 emails sent out, only one actually elicits some form of response. Direct mail on the other hand, gets a 3.4% response rate. It is 34 times as effective. It is clearly the superior medium.

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Meath enterprise week, food, digital and entrepreneurship

Over 20 events

Building on the success of last year’s Meath Enterprise Week, 2015 promises to be even bigger. With an objective to showcase Meath to the world in the areas of Food, Digital and Entrepreneurship over 20 events will be held from November 16^th to 19^th, culminating in a Conference and Showcase Exhibition that will take place on November 19^th in the Knightsbrook Hotel, Trim. The four-day programme will be held in different locations across County Meath and includes Food, Digital and Enterprise events, seminars, workshops and schools programmes.

Showcasing Meath

Gary O’Meara explains “Our objective is to provide the vehicle to showcase Meath as a place to do business. With the recent announcements around the Boyne Valley Food Hub project and Facebook, it can be very clear to all that the themes Food, Digital and Entrepreneurship will play a significant role in the future development of the region. There can be no doubt that there are very challenging but exciting times ahead for Meat, and Meath Enterprise Week is the perfect opportunity for people to get connected and involved”

The Meath Business Showcase and Conference

The Meath Business Showcase and Conference on Thursday November 19^th will be held from 8.30am to 4.30pm. A panel of high profile business people (including Ron) will participate in a number of panel discussions during the day and there will be Keynote addresses also. The event will have an international dimension with business people inputting to the conference from all over the world via video links and Skype Feeds.

You are invited

Meath Enterprise are now inviting businesses to apply for places at the EXPO, it is expected that more than 70 businesses will be showcasing at the event. To book your FREE place at the #MEW2015 Business Conference and Expo or for further details on other events taking place during the week please visit – http://www.meathenterprise.ie/enterprise-week-2015/

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Integrate Reviews to Your Website to Increase your Conversion Rate

Branding and brand image is important but the ultimate goal of any ecommerce website is to gain more targeted organic traffic that they can convert in to paying customers. No matter what your website is, this is what you are looking for at the end of the day.

But, getting conversions and sales using unhealthy tactics will not only help in the short coming but in the longer run it will also affect your brand image which definitely will hurt your overall sales and conversions.

In this post I am going to discuss few ethical ideas that you can use to improve the conversion rate of your ecommerce website at the same time it has several other websites.

This will minimize the pressure of customer service team on phone, emails and live chat. When potential customer will get positive reviews they tend to ask fewer questions and feel more comfortable converting.
Reviews not only increase conversion rate, they also help you with branding. Which simply means more reviews means better brand image.

1. Getting Feedback

When user land on your website for the first time, he moves around just to establish the fact that you are credible and trust-able business within the niche. There are tons of ways you can do that and one of the important ways is by integrating reviews section on the product pages.

Remember, if you are a credible business you will end up getting more conversions from your website and this is because more than 70% of the customers trust customer reviews. When you show them that there are other people who have already tried the product and are happy about it, chances are they will end up converting in to paying customers.

When a customer leaves a review on the website, they are actually influencing other potential customers buying decision! If the reviews will be good, chances are your conversion rate will improve to a greater extent.

Problem: Most customers usually do not leave review (neither positive nor negative) once they purchase the product from the website.

Solution: This is common but if you send an email asking for feedback of their purchases, you might start getting product based reviews. You can also gamify it by offering some special discount on their next purchase if they leave a review on the product they bought.

2. Facing negative reviews

This is one of the fundamental reasons why most ecommerce website does not integrate customer reviews at the first place. But again, if you integrate it, it will only help you increase your conversion rate.

The next step after integrating the reviews section on the website is to face the bad reviews. Not 100% customers can be happy with you but if you listen to your bad reviews and take appropriate actions accordingly, this will not only increase your conversion rate but will also help you emerge as a human friendly brand.

Reviews will also allow you to alter your featured products as per the need of your audience. If the reviews are positive just move that product to featured product section and if the reviews are bad just remove it from the featured product section and fox the problem accordingly.

Problem: People prefer leaving bad reviews more than good reviews. If they are happy they don’t really leave reviews.

Solution: Again, building relationship with your customer base is the ultimate solution this problem. This can be done by frequently communicating with them. Take example of Verizon wireless here, they tend to communicate with their customers and help them solve their problems via twitter.

3. Reviews and SEO

Customer reviews on product pages not only help you increase your brand value and allow potential customers to convert, they also have a power to push up your rankings in search engine from the relevant keyphrases.

Search Engine love new content, the problem with most product pages is that they are static and do not update on regular bases. By integrating reviews on the product pages, you will see more dynamic content that Google will love and as a result Google give you better visibility in search engines from the targeted key phrases as compare to your competitors.

If your bounce rate for the website will be balanced and below average, chances are you will be able to maintain those position and move forward. Sophie and Trey is a one brand where I worked and managed to reduce their bounce rate to around 25% as a result not only their conversion rate increased but it also help increase their rankings in search engines.

Problem: Even if people leave reviews on product pages, the rate of content updated is very slow.

Solution: We at Workplace Depot help customers about how to use website efficiently from time to time via our blog section. If you do that and include your blog section in your newsletters the rate of reviews will be increased to a good extent.

4. Reviews influences buying decision

I gave a hint about this in the first point. Selling online is tougher because when a purchaser rush in to the store they have more chances and more time to do their research before they actually buy the product.

According to marketing land, 90% of the shoppers agree that their buying decision is influenced by online reviews. This makes pretty much clear that if you integrate online reviews on your website and manage it properly, chances are you will be able to increase your conversion rate just by doing nothing.

Problem: People prefer to leave their experience on other review website but not on the website by itself.

Solution: Having reviews (especially positive) reviews on 3^rd party websites is very important and if your customers are doing this, it’s great! Just reach out to them and offer them some discount on their next purchase and politely ask if they can also write their experience on the exact product they bought.

Chances are they will be happy to do that as they are already happy from your customer service.

There are tons of more ideas but if you implement above 4 ideas you will see a good increase in your conversion rate and this will happen without hiring any growth hacker for your website.

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InterTradeIreland: 84% of Companies Across the Island are Stable or Growing

Cross-border economies are growing
The latest InterTradeIreland Business Monitor Report for Quarter three (July – September 2015) shows that the economy is continuing to grow. All sectors are performing well but the professional services sector is taking the lead with 50% of businesses expanding and 95% stable or expanding.

Divergence
The report also revealed that there is now a clear divergence emerging in sales performance and employment numbers between both jurisdictions, with Ireland faring better in both areas. This is not unexpected and reflects structural differences in the two economies that differentiate their ability to take advantage of economic tailwinds.

Although relatively close in the final months of 2012, there is now an 8% difference in businesses increasing sales in the last quarter (Ireland at 41% vs Northern Ireland at 33%) which is also reflected in the number of businesses expanding employment levels with 12% in Ireland and 8% in Northern Ireland.

Capacity in firms high
In total, growth is still being driven by less than half of all firms (42%) with many companies reporting considerable spare capacity and less than one in three (31%) reporting to be working at full capacity.

Evidence of economic improvements
The economic upturn is reflected in the key challenges which businesses now say they are facing. Normal business pressures are now at the fore of issues facing firms with cash flow at 11%, new competition, late payments and internal costs all at 9%. Concerns over energy costs have dropped from 15% this time last year to 6% and business costs in general have decreased though remain significant for the manufacturing sector.

Staff salaries increase
33% of companies report that they plan to increase staff salaries with Northern Ireland (35%) leading the way from Ireland (32%). Large industry is ahead of the pack with 51% of firms of more than 50 employees planning to increase wages and 38% of manufacturing companies following suit.

This bodes well for the introduction of the National Living Wage in April 2016. The majority of firms (80%), with the exception of the hospitality industry, are not expecting this to have any negative impact. The hospitality sector continues to feel the strain of energy prices and is concerned about the impact of the Living National Wage next year. However, cash flow issues will need to be addressed before salaries can be raised across the board.

InterTradeIreland’s Business Monitor
InterTradeIreland’s quarterly Business Monitor survey is the largest and most comprehensive business survey on the island and is based on the views of more than 750 business managers across Northern Ireland and Ireland.

It differs from other surveys in that it is seen to be the ‘voice of local businesses’ feeding directly from telephone interviews conducted with a robust sample of firms of all sizes across a range of sectors to track all-island economic indicators such as sales, employment, business outlook and other specific topical research areas on a quarter by quarter basis.

Further information
For more information on InterTradeIreland and their business support programmes, please visit www.intertradeireland.com . A copy of the 2015 Q3 InterTradeIreland Business Monitor Executive Summary can be viewed at: www.intertradeireland.com/researchandpublications/business_monitor/

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Milseog Na Mara Are Business Achievers

Young Entrepreneurs of the Year 2015

A group of Donegal teenagers have been named European Young Entrepreneurs of the Year 2015 at a ceremony in Budapest. True business achievers.

Desserts of the Sea

Mary Kate Carr (15), Aimée Byrne (16), Rebecca McShane (16) and Ronan O’Hare (15) from Glencolmcille in Donegal won the award for their business ‘Milseog na Mara’, meaning Desserts of the Sea, which offers healthy alternatives to jellies and chocolate mousse using a type of locally sourced seaweed – Carrageen Moss – as the main ingredient.

Foroige

The competition is hosted by YouthStart, European Entrepreneurship Award – an affiliate of the Network for Teaching Entrepreneurship in Budapest, which is run in Ireland by Foróige – Ireland’s leading youth organisation. Earlier this year, the young people were named the Youth Entrepreneurs of the Year 2015 in Ireland and their reward was to represent their country on the European stage.

Ireland has now been honoured at the awards for three consecutive years.

NFTE programme

The NFTE programme was founded by US businessman Steve Mariotti in New York in 1987 to prevent at risk young people from low-income communities from ‘dropping out’ of the education system. The programme teaches young people to think like entrepreneurs, to take calculated risks, to be open to learning and be empowered to own their own futures. The programme now operates in countries across the globe, including in the United States where the programme is supported by global star and Bad Boy Entertainment founder Sean “Diddy” Combs.

1500 participants, 600 businesses

In Ireland, a total of 1,500 participants from low income communities who set up 600 businesses as part of this year’s Foróige NFTE entrepreneurship programme, generating a collective turnover of €250,000. The programme runs from September to May every year.

Why?

Research carried out by NFTE among 3,600 young people who participated in the programme found that 70% of all participants have found a job, either as an employee or an entrepreneur. The survey also shows that each NFTE entrepreneur in turn employs an average of 3.5 people.

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EXIM Summit, Ireland’s only export import conference

EXIM Summit, Ireland’s only Export Import Conference in 2015, will take place in Croke Park Conference Centre on November 18 next.

Thought leadership

The one-day conference will provide export-import practitioners with a forum for education, innovation and thought leadership, and a platform for continued growth. Which is why we are surprised Ron is moderating one of the sessions ;). Maybe because Ulster Bank is one of the gold sponsors. Maybe it is because the international trade section of Smallbusinesscan.

Network opportunity

It presents an opportunity for strategic networking among participants who are trading beyond Ireland, giving them the opportunity to meet and interact with fellow business leaders and support bodies engaged in international trade. Attendees can also to seek out services which will help them in their export-import journey.

Who should go

The EXIM Summit is targeted at:

Irish Exporters and Importers
Globally recognised Export-Import companies and brands
Support Organisations
Government/ Support Bodies
Entrepreneurs and Investors
Industry Associations Representatives
Marketing professionals

Expert speakers

Expert speakers at EXIM Summit include: Stephen Brewer, Consultant and former CEO of Digcell, Joanna Murphy, CEO Connect Ireland, Jim Power, economist; Jim Fitzsimons, President of IMCA, Dr. Stephen Brennan, Chief Digital Advisor to the Irish Government and Kingsley Aikins of Diaspora Matters. EXIM Summit will be officially opened by An Tanaiste Joan Burton. To see the full list of speakers and event agenda, please see http://eximsummit.com/agenda/

Tickets

Tickets for this unmissable event can be purchased for €99 (€100 discount) at www.eximsummit.com

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5 Reasons Why Small Business Should Work With a Financial Broker

For those who aren’t that familiar with the term, Commercial Mortgage is a type of mortgage loan acquired for the development of commercial property. This can certainly be a great way how SMEs can benefit from Commercial Mortgage to expand their businesses. Due to their lack of experience and credibility, it is often hard for small enterprises to get easy access to loans and funding. Thus securing a loan through a commercial broker is a great way to get more funds for additional operations in a growing business. Listed below are the various reasons why working with a commercial broker is beneficial for small businesses and startups.

Lender Contacts

The number one reason for working with a commercial broker is the sheer number of contacts they have. As a business owner, you can do additional research to get a huge list of lenders whom you can contact. Nevertheless, there’s hardly a chance you can make much progress without proper reference of a repute broker. Helping lenders invest their money is the bread and butter of a business finance broker. Thus working with one will provide you access to a plethora of lenders to expand your growing business.

Lower Risk

Without a reputed broker, there’s a high chance that you will end up getting financed by a single lender. While that doesn’t sound bad, working with a single lender has a plethora of problems. The loan approval time is often long and several terms are non-negotiable due to the lack of options. Also, there might be a chance that you loan may not get approved at all. Such instances can be extremely devastating on your company’s morale and should be avoided. As a commercial broker arrange finances from a huge list of lenders and the terms are certainly more negotiable. A commercial broker will also provide a surety of you getting the desired finance lowering the risk of failures.

Additional Support

A good commercial or business finance broker not only provides assured finances from lenders, but will also provide additional support. Regular updates of your loan status, helpline and accounting solutions etc. are the various services that a repute commercial broker offers their clients. This not only provides a much needed respite to the business owners, but also provides them with a chance to work with seasoned professionals in the finance industry.

Protection from Over-hyped Interest Rates

You certainly cannot hope to win a court case without a lawyer, then why do the same with commercial mortgage? Working with the broker will not only ensure that you get the desired funds, but will also support you in negotiating the interest rates with the lenders. A good broker will accompany you during all the meetings with the clients and lenders, and will do their best in getting you a good deal.

Financial Advice

There are several benefits of working with an experienced financial broker. Being the owner of a startup, you would certainly want to learn more about managing your finances by working with experienced professionals. A financial broker not just helps you get the required finances but will also help you in managing the acquired funds and putting them to best use. Small business owners can certainly learn a lot when working with an experienced commercial finance broker.

Trying to get a commercial mortgage without a broker is like going to the court without a lawyer. The above reasons not only prove how important commercial brokers are, but also show that for a little fee, small businesses can say goodbye to their financial worries.

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Everything Your Business Needs To Know About Seasonal Recruitment

Many sectors of the UK economy rely on seasonal recruitment in order to develop their businesses and satisfy consumer demand. Agriculture, tourism and hospitality are just a few examples of industries that can only function efficiently as a result of seasonal recruitment.

Use a reputable agency for your seasonal recruitment needs

There is nothing wrong with placing an advertisement in a local newspaper when you need to recruit. The problem arises when you have to sift through the myriad of applications and then assess which candidates you should interview. You should ask yourself whether you can really afford the time to go through the recruitment process. Often, it’s much easier and efficient to engage the services of an experienced recruitment agency, for example, The SmartList, that will be able to weed out candidates on your behalf.

If you are using a temporary workforce, the agency will be also able to act as the employer, rather than you having to satisfy cumbersome HMRC demands.

Checking your candidates

If you do decide to recruit your staff directly, rather than using an agency you must be aware of your legal responsibilities. In May 2015 the government introduced the Employer’s Guide to Right to Work Checks, and any employer who fails to follow the terms and conditions of this regulation, will find themselves in trouble. These checks have to be carried out before your hire the employee. So, farmers looking to harvest crops or a restaurant that employs extra staff during the Christmas rush will have to factor this legal obligation into their hiring process.

Speaking about the need for applying checks to all immigrant workers, the immigration minister, James Brokenshire, stated that, ‘rogue employers who give jobs to illegal migrants are denying work to UK citizens and legal migrants.’ According to the BBC website fines of up to £20,000 or even prison sentences will be imposed if employers don’t follow these rules.

Coping with fluctuating needs

The needs of businesses that employ seasonal workers may fluctuate on an annual basis. This is especially relevant to those who work within the agricultural sector. Many farmers use Gangmasters in order to cope with seasonal demand and as long as the Gangmaster can show that they hold a Gangmaster’s Licence, this might be an employment solution for a busy farmer.

Make sure your business is up to date with insurance

A seasonal workforce means that business owners will have to check that they have the right health and safety practices in place. As well as being a legal requirement, your insurers will have to be informed if your workforce expands from just a few members of staff to additional teams of contract workers during busy periods.

As long as you follow the government guidelines on employment, pay a decent wage and learn how to deal with some of the problems that may arise with a larger workforce on your premises, a seasonal workforce can help you grow and make the most from your business.

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New food spaces to open soon in Ardee

If you are a food producer and if you are based in Louth or in the North East Region, you should take note.

New facilities for food producers in Ardee

Ardee Community Development Company are proud to announce a new facility which will establish Ardee as the centre for small food producers in the North East region. This facility to be known as the North East Regional Food Centre (NERFC) will comprise of a timeshare fully fitted kitchen, food finished production units and a training suite which will provide training in all aspects of food related issues and product development.

Timeshare kitchen

The timeshare kitchen will be available for rental on a daily, or half day basis. This facility will be of particular interest to small producers who wish to trial new products or existing producers who wish to look at new possibilities in a confidential research situation. Since the premises are approved by the EHO, and has an extensive range of food production equipment, it will be suitable for batch production for farmers markets and specialist products.

Launch on 11 December

The official launch of the North East Regional Food Centre will take place on 11^th December in Ardee Business Park. In conjunction with this it is intended to hold a trade fair for food producers and associated businesses.

Show your wares

It is hoped to attract artisan and small food producers to show their products at this launch and have it open to the public. There will be a covered Marquee for producers and it is hoped to have the various support agencies at the event.

If you wish to participate please let us know within the next week to secure a place at the event.

Book

Bookings can be made by contacting 041 6857680 or 0872432258 or by email at the address shown below. The event is free to all participants.

Details as follows –

Date/Time – Friday 11th December @12.00 noon

Venue – Ardee Business Park, Hale St. Ardee

Facilities – Marquee and tables

Cost – Free of Charge

Ph- 041-6857680 or 087-2432258

E mail – info@ardeebusinesspark.ie

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