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Insight News • August 17, 2020 - August 23, 2020 • Page 7
Creating connections in a high-tech world: 3 tips to improve customer service solutions — it’s making sure customers feel heard. Being present in customer conversations is key to showing you care. Never assume you know what a customer wants or needs, even if you’ve heard the problem 100 times. Practice active listening by offering small verbal cues (“yep,” “that’s right,” “mm-hmm”), taking notes, reiterating what you’ve heard, and responding in ways that indicate you’ve been paying close attention. It’s an art, but one that’s easy to master.
Brandpoint (BPT) (BPT) - In customer service, as in many other areas of life, as technology becomes more sophisticated, relationships get more complex. While technology makes it easier for customers to interact with businesses, an action as simple as finding an auto repair shop can quickly overwhelm consumers with multiple channels, opinions, advertisers and behind-thescenes engagement systems. What was once a straightforward sales and marketing funnel has become a cycle, with customers consistently in the evaluation stage and customer service reps having to convince current customers over and over of the value they’re providing. Customers expect excellent, fast and personalized service when interacting with businesses, and that puts a lot of pressure on your customer experience team. “In a world that has become increasingly technologyfocused — even more so as a result of the massive move to working from home during the pandemic — the personal, human touch is so valuable for companies seeking to make important connections with their customers and partners,” said Kate Winkler, CEO of Ruby, a premier provider of live virtual receptionist and chat services for small businesses. “Every phone call or website visit is crucial to the survival of a business, so the demands on customer support teams have increased exponentially.” To help you succeed and grow in today’s business environment, here are a few best practices you can implement to build loyalty and win new business. 1. Invest in your customer service infrastructure. It’s essential to serve your customers where they are, not where they used to be, which means investing in a
multichannel (or omnichannel) strategy: In-store presence (if applicable) Live call answering rather than a directory or voicemail only Website chat to interact with customers looking
for information in real time Social media support and proactive updates about your business Even if your business isn’t a 24-hour operation, some form of customer support may need to be available 24/7, 365 days a year. Recent
developments have redefined the “typical workday,” as more customers are doing business during the evenings and weekends. For many companies, it isn’t feasible or cost-effective to manage this expanded support in-house, so outsourced communication solutions such
as a virtual receptionist service can ensure the needs of your customers and prospective customers are met. 2. Train team members in active listening. Handling customer concerns is more than providing
3. Encourage personalized customer interactions. To build trust with your customers, focus on creating and nurturing relationships. Companies that prioritize customer interactions and provide access to valuable resources and information are more likely to weather economic stress and even thrive through word-of-mouth referrals. A few suggestions: Use the customer’s name Establish a customer response goal (e.g., all calls/ emails/messages responded to within 24 hours) Send communications that are not issue- or salesrelated, such as interesting articles relevant to the customer’s business, or congratulations on a recent office move Celebrate important milestones such as birthdays, marriages, births, etc. Alongside (and in some cases in place of) sales and marketing efforts, investing in your customer experience can have a dramatic effect on customer acquisition and retention. Small businesses without a dedicated support team should consider investing in tools and services — like virtual receptionists and live chat — that can provide a professional, compassionate voice focused on delivering a consistent experience that will make your business stand out from the competition.
10 rules of tires every driver should follow before they hit the road Brandpoint (BPT) (BPT) - Every time you drive, you trust your tires with your safety. Tires may seem simple, but they’re more complex than many drivers realize. That begs the question: What do you need to know about them in order to stay safe on the road? Here are 10 Rules of Tires — core principles drivers should know before they turn the ignition or walk inside a tire shop. Follow these important guidelines and you can have peace of mind when you hit the road. To read more about each rule, visit NokianTires.com/ TenRules. Purchase tires that suit your climate Even the best set of tires could be the wrong fit for where you live. If you get lots of snow and ice each winter, then winter tires are likely your safest option, which means you’ll need to switch to all-season tires in the other three seasons. If you don’t get any winter weather, all-season tires are a good choice for year-round use. If your winter weather is unpredictable or you live near the mountains, all-weather tires provide a great compromise: winter safety in a tire you can drive all year long. NokianTires. com/Weather has more information about all-weather tires. High-quality tires are worth the investment The tire shop is one place where price should not be your top priority. There are many factors — such as grip, responsiveness to the road and low rolling resistance — that make high-quality tires worth the purchase and could actually help save you money in the long run. Tires
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without sacrificing safety High-quality tires aren’t just about safety; good tires can also help you minimize your environmental footprint. Many tiremakers are lowering their products’ rolling resistance, using eco-friendly ingredients and introducing sustainable production processes. Rewarding them for their efforts can also help protect the planet. Tires are only as safe as their maintenance Even the best tires depend on you. Keeping them up to speed gives you a better chance of staying safe on the road. That means inflating them to the proper pressure level, regularly checking for damage and rotating them frequently. Winter tires don’t belong on spring and summer roads The qualities that keep you safe on snow and ice make winter tires a bad fit once weather warms. Fortunately, there are other solutions crafted to keep you safe when the mercury rises, such as driving all-weather tires year-round or switching to all-season tires. Much of a tire’s quality is determined before it touches the road Want to know what you’ll get out of your tires? Pay close attention to what goes in them. High-quality rubber and state-of-the-art technology set great tires apart from the rest. For example, Nokian Tyres reinforces many of its products with Aramid — the same fiber used in bulletproof vests — to help protect against road hazards. When you’re choosing tires, trust the experts Tire dealers work hard to help keep drivers safe. They can help you see past marketing gimmicks and understand which tires are best for you. Make sure your tires fit your
vehicle The right-sized tires are more likely to provide you with safety, fuel efficiency and comfort. Make sure your tire size matches your vehicle’s recommendation, which you can typically find in your door jamb.
Put stock in the features that actually matter Low price and high mileage warranties can be overrated. To choose the right tires, pay attention to other details — such as ingredients, rolling resistance, and whether the tires match your typical road
conditions. Treat road trips differently than the daily commute Road trips place unique demands on your tires. Before you leave for a long trip, check your tires’ inflation level and tread depth, inspect for
visible damage and have them rotated. Following these rules goes a long way toward keeping you safe on the road. To read about each rule in more detail, visit NokianTires.com/ TenRules.
