When it comes to selling products and services online, gaining users’ trust is a serious matter for businesses. Based on a July 2015 poll from the U.S. Census Bureau and the National Telecommunications and Information Administration, security and privacy concerns are a big reason consumers are not doing more online. The survey found that 45 percent of respondents have stopped at least one online transaction due to these concerns, such as purchasing items online, commenting via social media, or making Internet-based banking or investment arrangements.
Blog - customer service
by Mckenna Clarke, blog writer at TOP CFOS
What can a small service provider give you that a big one can’t?
Companies with less than 20 workers make up 89.6 percent of American business. Many people automatically choose big, corporate service providers over small, local providers. And from all appearances, that seems to be a good idea. Corporate providers have experience, many resources, and hundreds of employees. It may seem like all of these factors add up to mean great services, but what can small business offer that large ones can’t? Read more
By Mckenna Clarke, blog writer at TOP CFOS
Businesses who keep promises will gain a loyal following of customers for life. But so many business owners these days can’t seem to follow through on their promises. Although keeping promises is one of the most difficult parts of being a business owner, doing what you say you will/can lead to the success of your business.
Here are some tips to become a powerful promise keeper.
By Mckenna Gustafson, blogger at TOP CFOS
After having heard and read quite a few horrible customer service stories lately, I started thinking about my own best customer service experience. I had been living and volunteering in Central Mexico one summer and the directors of the program had just told us that the length of the program had been shortened. I was excited to learn that I would have an extra 10 days off from the rigorous teaching and volunteering schedule that had gone on for four months. But I had no way to get home. My flight wasn’t meant to leave until the originally scheduled time. Read more
By Mckenna Gustafson, blog writer at TOP CFOS
According to a recent study, 62 percent of global consumers have stopped doing business with a brand or organization due to poor customer service experience. It’s simple: if your customer service is poor, 62 percent of your customers could be considering leaving your brand or organization.
In this kind of a market environment, it is not enough to simply offer customers a great service or product. Companies have to provide exceptional customer service in order to keep them coming back for more.
Here’s what not to do.
- No apologies. Sometimes fessing up and taking the blame takes a bit of thick skin. Customers just want to be validated, to know that you have heard their concern or issue and that you care. A simple apology can go a long way. Read more
By Tyler Garrett, executive assistant to Randy Russon, founder of TOP CFOS
To us, exceeding customers’ expectations means surprising customers with the very best customer service. In his book The 7 Habits of Highly Effective People, Stephen R. Covey discusses the service he once received at a hotel where everyone went out of their way to serve him. Their motto was “Uncompromising Personalized Service.” Covey said, “For a three-day period, I watched every conceivable situation where service was called for. I always found that service was delivered in a very impressive, excellent way. But it was always also very personalized.”