Customer Experience

Top 8 Social Media Trends This 2014

Infinit-O Customer Experience social Media Trends 2014

In the past years, we’ve seen the growth of social media marketing and how it affects customer behavior and engagement. This year, social media will continue to thrive, and in order to get ahead of the competition, businesses should know how to maximize exposure in this ever-growing channel. Here are the trends that are expected to hit social media this 2014:

1. Paid social ads will be on the rise.

The most effective social media campaigns this 2014 will be paid ads, as all major social media platforms (Facebook, Twitter, and LinkedIn) are now offering paid advertising. Social media advertisements are proving to be a lot more effective than traditional forms of advertising. What’s behind the growing success of social ads? Social media marketing has the potential to reach large numbers of people for a little cost and they are quick to catch on for consumers.

2. Social mobile is now mandatory.

Social mobile is now becoming essential. Younger age groups, in particular, are logging into their social media services via their mobile devices. The rise of mobiles and their almost universal use means that optimizing your social content for mobile is vital. This year, companies should make sure their blogs are viewable on mobile devices by using responsive templates. Visual content such as images and videos need to be easily viewed on smartphones and tablets.

3. Visual social takes center stage.

Visual social content is now a serious contender in social media marketing. With the rise of Pinterest and Tumblr, it’s going to become increasingly important to produce content in visual form (whether they are infographics, images with text overlay, or pretty quote graphics). Slideshare Mobile and Path will also continue to grow. These social networking sites will become an integral part of retailers’ marketing strategies.

4. Videos, particularly micro-videos, are in.

Videos should continue their upward ascent in the social media marketing toolbox hierarchy- specifically, short-form videos. YouTube shows no sign of fatigue yet for brands, the best promises come from the rise of applications such as Vine (with 6-second video capabilities) and Instagram (with 15-second video capabilities) complete with filters and integration within Facebook. More companies embrace these short videos as quick, inexpensive, and efficient ways to tell their brand story.

5. Google+ is the new superstar.

With over half a billion users and growing, Google+ is now becoming a vital component in SEO, social media marketing and content moving. Google+ has bigger ownership in terms of search power than Facebook and it is one of the most powerful social forces on the Internet today. Google+ creates a strong community that allows you to use your brand and identify consumers who share an interest in your products. Promoted posts are the future of Google+ which makes more companies experiment and expand their presence on the platform.

6. Companies will experiment with Snapchat.

Companies have an appetite for so-called “ephemeral” networks like Snapchat, where content literally vanishes seconds after being received. As content on the major networks becomes more corporate and commodified, Snapchat and services like it restore some of the fun and spontaneity to social media. With the recent launch of Snapchat Stories, brand marketers now have an opportunity to ask customers to share their stories or interact with them, which would increase engagement and promotions.

7. LinkedIn will strengthen its position as a B2B market player.

LinkedIn will emerge as the primary player in the B2B market. Today, it has 238 million users and is the #1 social networking site for professionals. LinkedIn has managed to position itself as one of the largest sources of content curation and generation for professionals with the launch of its Influencers program. This means that the advantages of being on LinkedIn will be massive for B2B marketers. LinkedIn will become the most important publisher. It will become a premium destination for industry news, and organization needs to take part in that ecosystem.

8. Twitter takes over.

Facebook is a promising social media marketing outlet and it still has its value. However, Twitter is trending to take over many different marketing efforts. A study by Pew Internet & American found that more and more teenagers were shifting from Facebook to Twitter and Instagram, in great part “because there is less drama”. Twitter is expected to soar above other social media sites. Many companies already use Twitter to build a network, re-distribute content from their websites, and create a personal brand.

Consider these trends your guide as you create your social media strategy this year. We can also help you through our social media outsourcing services. You can learn more about it here

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Improve Buyer-Seller Relationship With Purchase Order Matching and Entry

In an age of customer, purchase order matching and entry have high error rates and customer complaints go unanswered for weeks. The typical ways for improving buyer-seller relationship – process rationalization and automation – has not yielded the remarkable improvement companies need. Particularly, huge investments in IT resulted in poor results – mostly because companies tend to make use of technology to automate hoary ways of improving business performance. They place the current processes intact and use PCs only to get faster results.

But speeding up is not a handy solution. You need to address all your basic needs. One way to improve purchase order matching and entry is to help examine all processes more professionally, but a better option is to avoid all the variations at first. You have to set up an “in-voiceless processing”. At this moment when the purchasing department places an order, it places the information into online record. This department does not need to mail a copy to everyone in the organization. When the supplies come, you need to check your records if they match an existing purchase order. If it is matched, you must accept them and enter it into your PC.

In four different types of purchase order matching and entry levels, you must:

  1. List the products you want to send;
  2. List the quantities of a single product that you want to deliver to your business in a series of consignments, usually on a set deadline;
  3. List products that you want to ship straight to your buyer. The seller sends you a receipt, and you send a bill to your buyer; and
  4. List the numbers of a single product that you want to deliver straight to your buyers in a series of consignments, generally on a set deadline. The seller sends you a receipt and you send a bill to the buyer.

Another way to overcome those performance deficits is to focus on three levels of relationships:

  • Adversarial: This approach designs dynamic power management strategy. It is the level where buyers drop sellers even on the last bit of a discount. Focusing specifically on cost at this level is very important for both.
  • Barometric: In global business, Barometer level refers to an indicator about the fluctuations in economy. At this level, both of you has to check the atmospheric pressure (business atmosphere) and fluctuation in sales taxes. Although it is very close relationship but still you need to develop a trustworthy relationship with one another. Normally it is a short-term contract but the results are long-term.
  • Complementary: This level shapes long-term business relations. It is where true bonding or integral partnering occurs. Both of you should have a mutual level of trust and a proper understanding of your values and needs. In complementary level, efforts are made on both ends to help get exactly what is required.

Nowadays business professionals are way too busy negotiating with suppliers for maximum discount, overseeing global agreements and making decision on selection. In such situation, most prefer third party services. These include trained professionals to help you in overcome those patchy areas: creating list of purchase order, managing procurement, developing a strategy for detailed accounts information, entering funds and recording other vital required information. A perfect purchase order matching and entry would certainly improve your company’s performance. Bottom line: A professional accounts payable team is a must to improve buyer-seller relationship.

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3 Expert Tips to Improve Brand Loyalty

Imagine your business experiencing loyal customers over the past few months, and your customer service team has been receiving a similar type of feedback: many of your customers feel they aren’t getting good customer service. When customer satisfaction drops, reputation and revenue will soon follow.

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This is a consistent challenge for many B2C companies. According to a HubSpot article, around 82% of US consumers who responded to the survey said that they would switch to a brand’s competitor if they have a bad experience with the customer service team. Abandoned calls, slow resolution times, and blind call transfers are some of those bad experiences, and while many companies try to avoid them, it does happen from time to time.

The trick is to take a customer-centric approach. Consider the entire customer journey from marketing to purchasing decisions and then to follow-ups and troubleshooting. This helps consumers find the support they need, but it’s up to the customer service team to meet and exceed their expectations.

But how do you get them to be loyal customers that advocate your brand and beliefs? Here are 3 expert tips to improve brand loyalty.

1. Listen to Your Customers

It’s one thing to lend an ear to your customers when they have complaints, but it’s another to actually connect with them: paying close attention to their needs and how those needs relate to your brand. If you miss this important opportunity to get to know your customers, it could result in increased customer churn.

Go to where your customers want to be heard. Allow your brand to be available in different channels, such as social media, chatbot, and email, where your customers feel comfortable in communicating with your brand. Older folks may prefer telephone calls while millennials and gen zoomers might want to contact you through an online messaging platform. This way, your customer service team will be able to help your customers on a channel they’re frequently using.

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2. Deliver Quick Responses

Brand loyalty relies so much on communication, and more so fast communication. Today’s customers need a helpful response, and they need it now. If you don’t respond immediately, you could lose these loyal customers to a competitor. 

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Automation can help you create replies that may direct your customers to a FAQ page or other links to where their queries can be addressed immediately, especially if their question is time-sensitive. Sometimes, customers just need to be pointed in the right direction to help themselves solve their own problems or find the right answer. At the same time, you can set up your chatbot to have an auto-reply to let your customers know that they’ll hear from a customer service agent within a certain number of hours. That way, your customer will know when to expect your assistance.

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3. Be Consistent with Customer Engagement

Another important factor to keep customers delighted is to maintain engagement & brand consistency. 

Customers are always looking for brands they can trust. As long as your brand delivers top-quality customer service, if your CX team adheres to the mission, vision, and promise of your company, then your loyal customers will grow and separate you from your competitors.

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The Value of a CX Solutions Partner 

Even if you have a customer service department, they might not be able to take the continuous wave of calls, messages, and emails that range from simple requests for clarifications to detailed experiences with a product. Partner with a CX solutions provider that helps you build a team of a highly-trained customer service team with experience in inbound and outbound customer care, technical support, and social media CX, helping your brand engage authentically with your customers and maintain the loyalty—and revenue—your brand deserves.

Infinit-O is a trusted customer experience solutions partner that can help you build and operate a dedicated team of CX professionals of every level including inbound and outbound specialists designed specifically for your unique needs, with cost savings of up to 70%. We can help you meet your goals, whether they be growth, better productivity or simply bottom-line cost savings. With access to excellent talent who use cutting-edge technology, we provide some of the best strategic solutions for your business. We are ISO-certified and GDPR-compliant, so your company and client data are safe with us.

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5 Ways to Show Customers You Care Through Social Media

Today’s consumer connects to their favored brands through social media. Don’t underestimate the power of a smartphone that is logged in to several social accounts: Sprout Social’s report entitled “What consumers want from brands in a divided society” found that 64% of consumers want brands to connect with them. It also reports that 91% of people believe in social’s power to connect people.

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3 Ways How Outbound Services Improves Customer Experience and Retention

You might have experienced this before: customers leaving you and moving to another brand. They’ve reported that they no longer feel taken care of because of poor customer service—long wait times on the phone, high abandoned calls, or simply being seen-zoned on a messaging app. Unhappy customers can lead to negative reviews on the internet, less new customer acquisition due to these sentiments, and an overall decrease in revenue.

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3 Customer Experience Trends to Look Out for in 2020

Customers won’t let you know that they’ve had bad experiences with your business, but they will tell other people. For example, a customer waited for more than 20 minutes on the phone to have a simple question answered, but they were passed from agent to agent until they became frustrated and hang up. They tell their friends and will even go as far as to share their reviews on online review sites. Your business loses one customer and prospective customers may stay away.

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4 Best Practices for Acing the Digital Customer Experience

The digital customer experience ensures your business’ entry into the target market. Today’s consumers see ads, promos, and recommendations online, usually on their smartphones, tablets, or laptops. How you reach and sustain a customer’s attention online will determine how well you make it against your competitors.

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3 Important Metrics For Effective Customer Experience

When you think about some of the most important aspects of your business, what comes into mind?

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Channel Pivot Approach: Managing your Customer Experience Across Multiple Platforms

Customers nowadays know where and how to reach your brand. They can contact you through your website, social media channels, telephone, email, in-site chatbots you can install on your website, or through your mobile application.

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7 Guiding Principles for Outsourcing Your Customer Service

High-quality, reliable customer service is an integral part of every business. Whether your company is in retail or offers specific services, consumers require a convenient and flexible means of contacting the business. Unfortunately, small and medium businesses don’t always have the time, money, or resources to build its own in-house customer service center or have outgrown their capacity.

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2 years ago No Comments Views


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