Other factors which speak on Marketing of a business or a product or service – Honesty and Credible business

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Apart from the inbound and outbound marketing efforts made by the marketing team of a company or by the outsourced Marketing Services company like Maayaa Marketing Services, there are other factors which take care of the Marketing of the company or business or product or service.

These factors are very basic and fundamentals of the business. These factors are the backbone of any business. These are the factors which add value to the company and which inculcate the practice of word of mouth marketing.

The factors we are talking about are – Honesty and Credibility of the business. If the Honesty, Credibility are taken care by the staff of the company and also by the management, then automatically the online reviews are expected to be good. Word of mouth marketing is the cheapest form of advertisement and marketing, so it is easy.

So, here is a simple advice from Maayaa Marketing Services that you take care of your business very well, be honest and let the credibility of the company stay high and all of the marketing is taken care and no need for any extra effort on Marketing!!

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How to use Live Chat in website feature to generate leads?

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This Live Chat feature in a website is part of Customer Experience Management and it is one of the touch points for the customer with the business. It is one of the important features to be used similar to a counter to chat with the customer or a telephone device to talk to a customer. How effectively are the representatives using it? Are they correctly using the website visitor and generating leads or are they wasting the lead?

Only when we go into the real scenario, we can understand it. It might look like all is well. As usual, we did a market study and analysis on a business by business basis. Today, this article is about a Real Estate Builder in Chennai and it’s website.

Website is all good. As soon as I open the website, I have a representative saying Hi to me. Her name was Shruthi, and I am sure that is a false name. The timing was quick. As soon as I opened the site, I was pinged back, which is good.

But, the point to be improved is as follows. I was trying to ask, what is the rental property value, if I buy the property and give it for rent. The question is related to buying their property only and it is about their sales only. Instead of answering my question, Shruthi was behaving like a robot and starting to explain about the property only.

After my repeated posting of my question with deeper explanation about my question, Shruthi kept on saying please give my name and number. I am a customer, who would want to clarify my basic doubt and I am not ready to give my number to a frequent spam caller, unless I clear the doubt. If the rental value is to my satisfactory level, I might positively give my number or even I might ask their number for me to call.

Since, Shruthi was only curious to get my name and number, I did not give my number and I closed the chat. The lesson here is – Live Chat representative should help or in fact any customer dealing representative should HELP and do not try to grab the customer’s contact details. If you really help, automatically the lead is your customer.

That is a simple trick to GENERATE LEADS and/or to CONVERT your LEADS to CUSTOMERS.

How do you maintain good Customer Experience via in-person and customer via phone?

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I was standing in a queue for a customer service. There was one elderly person ahead of me. Only one customer representative attending all the customers in the queue. While he was attending us, he got a phone call and he started talking to the phone customer.

The elderly customer said why do you talk on phone instead of dealing with customers. The representative responded – I am talking to a customer only.

Actually, the representative should prioritize on which customer is important, though there is a fact that all customers are same and customer is a customer. Now, he has got an irritated customer.

How should have the representative deal with this kind of situation?

Ideally, the customer in person is most important, because he/she had come all the way in person to deal with the representative or the Company. Having said that, the phone customer could be in an emergency as well. So, the representative should check if someone else can attend the phone or the in person customer. If there is no other resource to take care, then he should check if it is an emergency for the phone customer. if not, then ask for the name and phone number of the customer and ask if he can call back the customer. If that is done, he can attend the in person customer with complete satisfaction and then call the phone customer and take care of them too.

Customer Experience at all mediums and PoS and point of contacts is very important. Any damage to the phone customer or to the in person customer will lead to bad review comments in the Social Media and that is kind of tough to remove it, though Maayaa Marketing Services can help you with Online Reputation Management as well.

Contact Maayaa Marketing Services, an omni-channel marketing company in Chennai India for your process improvement for Customer Experience Management and usage of tools.