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Nov
29
2012
Customers Expect Speedy Service Maranda Gibson

Let’s face it – we live in a 'want it now and don’t want to wait' kind of world. Look around you the next time you’re out or while you’re holiday shopping. Black Friday sales started at eight and ten PM Thanksgiving night and one of the biggest reasons for this is that people didn’t want to wait for the sales to start in the early morning hours. Look around at any store and you’ll see the development of the ideas of meeting customer’s on-demand expectations. From self-check isles to overnight shipping, you can see that the world feeds our need to have things right away.

Take a look to evaluate how you’re operating things at your company and see if you’re meeting the right here, right now expectations of your customers.

  • Take a look at your customer service. While not everyone can eliminate phone trees and hold times, there are ways to make things easier for customers. It could be that you hire more people when your call volume is highest or train existing employees to handle accounting or minor technical calls.
  • Evaluate the products that you offer and see if there are any new offerings you can make that customers might expect you to have. For example, if your company sells roofing shingles, you should consider selling roofing nails on your website. Customers to come to your website will consider the convenience of having the ability to buy all of the supplies they need a bonus.
  • How long does it take a customer to find things on your site? Do they have to make a million clicks to get to the contact information or your pricing? If a potential client has to spend too long on your website to find the information they are looking for, you’ll find yourself with a lot of missed opportunities.

When it comes to giving a customer what they need, it goes beyond simply creating and selling and product. You have to provide those services in a way that is both informative and an efficient use of their time.

How do you make sure that you’re meeting the on-demand desires with potential customers?

Nov
15
2012
Preparing for Communications Failures Maranda Gibson

Superstorm Sandy has come and gone but the effect of the storm on communication remains. In the immediate aftermath of the storm, the FCC reported that 25% of the operating cell towers were damaged during the storm and the ability to make calls, send, and receive messages would be temporarily affected.

When you know there’s an event that could interrupt your ability to communicate with your friends and family, prepare in advance for what could be a long time without your cell phone.

Have at least $5.00 in quarters in your first aid / emergency kit. I know that a lot of people under the age of eighteen have probably never seen a payphone, nor would they fully grasp the idea of calling collect. Gather some quarters before the weather event so that if you do lose service you can find a payphone and make a call.

Notify who you can when you can. A friend of mine was in a hard hit area of New Jersey and it was touch and go to get a hold of her for the first week. She asked me to be responsible for updating our mutual friends, as she could get one text message out much easier than she could twenty. She would text me how she was, and I would use social networks to update our friends.

Update Social Networks via text message instead of using an application. In my hometown in Arkansas, the cell phone service is pretty spotty, and most of the time is spent on the Edge network. This makes things like updating my Facebook and Twitter difficult because it can take so long for the application to load. Most social networks have a way to update your status by sending a text message and it’s a great way to update your friends and family.

Find Your Local Red Cross. Before a disaster strikes, find your local Red Cross and see if you can find out where they will be setting up emergency stations in the event of a serious event. You can view a list of Red Cross centers by your zip code and then you’ll have a good idea of where to start if you need help. You can even check in to Safe & Well to list yourself as OK or check on friends and family.

It’s hard when you lose your cell phone because it’s the way we connect with the world. In the event of a disaster, you have to stay connected in any way you can. Sometimes, that means that old technology might be the most reliable.

Image credit to NOAA.

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