Tag Archives: management

Cloud panel: above all user friendly

1&1 New Cloud Server

The control panel of cloud servers or cloud panel is the intermediary interface between clients and the cloud servers where their projects are hosted. It enables users to control and manage all the IT resources needed in a technology project in order to guarantee the best service level to users.

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Category: 1&1 Cloud Server
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3 Solutions to Improve Customer Experience Management

Woman-Customer-Service-Rep

CEOs and business leaders of all kinds are constantly facing challenges to address customer experience management (CEM). While there are many questions when incorporating CEM to any business plan, we provide CEOs with effective solutions for their top 3 concerns regarding customer experience management.

Impact of Engaging Customers

It was found that 28% of CEOs agree that customers expect faster interactions. Catching customers “on the fly” has become increasingly important in order to provide them with the information they are looking for at the most convenient moment. As a matter of fact, businesses focusing on customer experience perform better than those who don’t:

  • 16% revenue increase with cross and up-selling (versus 8% without CEM strategies)
  • 9.8% increase in customer lifetime value (versus 1% with no CEM)
  • Lower average cost per customer contact

Due to these facts, it is important to empower customers with the ability to contact businesses through multiple communication tools, at all times.

Cross-Channel

Introducing new customer engagement channels can be a challenge for CEOs as 27% list it as a top concern. No matter how a customer decides to contact a business, be it by phone, email, chat or online appointments, they still expect the same level of customer service.

A program, such as Agendize, offers a solution to interact with customers on all the communication channels from a single platform. From the business’ website, consumers can call or chat via the Click to Call or Live Chat buttons.

Mobile and Social

As consumers are demanding new ways to interact with a business, CEOs need to be original and inventive in the solution they provide to their online consumers. 33% of CEOs acknowledge the pressure of customers expecting a consistent experience across multiple touch-points. Today, consumers love to connect with brands through mobile and a social media channels. And it is important for businesses to find an engagement solution that can work seamlessly across these new devices. The Agendize solution can be implemented on multiple channels including website, mobile sites or even a Facebook page. Also, the Online Scheduling application is mobile-ready – making it available for both consumers and business operators anywhere, anytime from any mobile device.

Photo Credit: Agendize

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Category: MyWebsite & Apps
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Some Social Media Misconceptions

Many businesses have a hard time understanding the need to establish a presence on social media channels such as Facebook or Twitter. Especially for owners of small businesses, where time and resources are already stretched too thin, it can be hard to justify spending time on an effort that does not see an immediate return on investment. To further complicate things, there are several misconceptions on the topic of social media for business that complicate the decision to get started. In this article we will try and clear up a few of the wrong ideas you may have about setting up a social media account for your business.

Social media is not a passing trend.
Many business owners are hesitant to enter the social landscape for fear that it won’t be around long enough to see any real benefit from it. This isn’t totally far-fetched, as in the internet’s short life span we’ve seen a number of popular websites come and go. However, one can’t deny the fact that the internet is becoming more and more engrained into everyday life than ever before. Also, with the fast increase of mobile internet use, social aspects will continue to play a major role in consumer behavior for years to come. So while certain networks may not be around forever, there is no reason your business can’t get out in front of your customers right now, on the networks they use the most.

Your customers DO use social networks.
Last year it was announced that Facebook has over one billion users worldwide. That is the most popular network in terms of users, but if you’re having trouble finding where your customers are, perhaps you’re just not looking in the right place. The best social network to use for your business depends on the type of business you operate. The best way to find where your customers are is to simply search for your company on the different sites (Google+, Twitter, smaller forums, etc.) and see if and where your business is being discussed. With the user base of most social networks growing every single day, your customers are waiting to be found.

Customer comments do not create a bad reputation.
If handled poorly, they might cause a bad reputation, but you wouldn’t be a successful business owner if you handled things poorly. Treating the comments you receive on social media as you would your typical customer service complaints will actually improve your reputation. Many customers turn to a business’s social media channels to ask a question or complain about a particular product or service. The businesses that delete, or never respond to those comments have only damaged that customer’s perception of the brand even further. By using the platform to communicate with your customer base instead, you build up a positive relationship, and they are far more likely to buy from you in the future.

Photo Credit: ©iStockphoto.com/blackred

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Category: Tips
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Managing Your Online Reputation Ethically – Part One

The internet has become a place where consumers go to gather information. Because of the growing likelihood for a potential customer to do an internet search, small businesses need to be aware of their reputation online. Online reputation management provides small businesses with what customers are already saying about them and what potential customers could be reading.

It may be tempting to shrug off a single website with negative content about your company or a couple of bad reviews but it’s not a good idea. By ignoring your online reputation you could lose customers in the future. This can translate into a loss in revenue or an even bigger reputation issue. Many people go to the internet and search for businesses before making the smallest of purchases. It is also important to have a positive online reputation because potential advertisers or investors may search your business before making a decision to advance with you.

The first step in online reputation management is finding out what people are saying about your business.

  1. Google Your Business: Simply type in the name of your business into a search engine. The first page of results is the most important because most people don’t go beyond that point. Make sure you check the second and third pages though, because it is possible for the content to migrate up. Search keywords and variations of your business name. Also, remember that many people are doing searches from their smartphones so be sure to check your results from a mobile device as well.
  2. Observe Social Media Accounts: Keep an eye on your Twitter, Facebook or any other accounts you may have to see what conversations consumers are having about your business. In addition to your business pages and accounts, perform a Twitter search to see if there are any active conversations about your business.
  3. Check Review Sites: Online review sites help customers make a decision when they are deciding between different businesses. It’s important to know what people are saying about yours. There are industry specific review sites as well as more broad based ones like Yelp, Google Places and Foursquare.
  4. Set up Alerts: Google Alerts is a good way to keep track of new content that is being posted on the internet about your business, brand or products.
  5. Create a Monthly Report: Keep track of your online reputation in a monthly report. In this document you should note your Google search results and data from your research from social media and review sites. Note the number of positive, negative or neutral results.

These tips are just a start on how to monitor your online reputation. Check back later today for information on how to improve it.

Photo Credit: ©iStockphoto.com/hh5800

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Category: Tips
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Managing Your Online Reputation Ethically – Part Two

For the first part of this discussion, check out our earlier article.

Online reputation is all about what people are saying, how they are saying it, and why they are saying it. When a prospective customer, investor or journalist looks for your business on the web, they want to see relevant and positive information. So if you have a negative online reputation it is important to work on improving it. If your business lacked results in a keyword search, then you are lacking an online reputation which isn’t good for business either. It is important to be proactive about your online reputation so you have the opportunity to form it rather than let someone else form it for you.

Here are some tips to improve or gain an online reputation:

  1. Create Content: You can do this through a company blog. Writing a blog will help with your reputation by creating content for Google searches. Blogs also help to engage your customers and establish expertise in your field.
  2. Promote Your Business: Use press releases to promote newsworthy information about your business.
  3. Engage: Stay active in your social networks. Try to update on a regular basis with relevant information that your followers want to see. Don’t just talk at your followers, listen to them and engage actively in conversations.
  4. Respond: If you find negative comments or reviews, respond to the posters in a timely manner. This can help you resolve customer problems and lets prospective customers know you are actively trying to fix mistakes. Make sure to respond with an apology in a calm and clear manner to avoid looking defensive.
  5. Search Engine Optimization: Optimizing your company name can help push your business website up on search engine result pages.
  6. Contact Sites: If you find a website where there is incorrect information posted, talk to the administrator and ask them to take it down or correct it.
  7. Testimonials: Use positive feedback to your advantage by asking happy customers if you can use their reviews or comments as a testimonial on your website.

There are companies out there who focus on repairing or building online reputation management. If you choose to pay for one, make sure they follow ethical practices. Ask them how they achieve positive results. Be careful because there are companies that will write fake reviews to improve ratings.

Actively listening to your customers and participating online will be the essential factors to improving your online reputation. Spending time improving your online reputation can also help your business because you can use the feedback to improve your product.

Photo Credit: ©iStockphoto.com/pictafolio

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Category: Tips
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