Tag: Customer Experience

  • Customer Experience Strategy in 2022

    Customer Experience Strategy in 2022

    Customer Experience Strategy in 2022

    Having a customer experience strategy is key to brand identification, building a customer base, how you or your team engages customers, how customers interact with your team, customer loyalty, and success of your entire company.

    Anytime you experience an “extraordinary moment”, you want to return to the original experience again. This is the foundation for a customer experience strategy. This is how your business goals are set on gaining lifetime customers.

     Building a strong customer experience strategy that engages customers gives your business a competitive advantage. Today, there are competitors worldwide thanks to the world wide web. Building a strong customer service approach sets you above your competition.

    Putting Value In Your Customers

     Today’s markets are ever changing, and staying ahead of what people expect is important. Customers want to belong to a company and experience a fulfilling experience when they purchase something.

    Once your brand is associated with a poor customer experience, it is difficult to change the association.

    What Do Customers Want?

     Energy:

    Everyone has an energy level. Some people are dull, others seem tired, while others are invigorated and energetic. Your team’s energy needs to match the energy of its customers. It would seem disrespectful if a funeral director trying to sell a coffin danced into the room and gloated about how beautiful the caskets were, and hummed happy tones and cracked jokes during the interaction with a widow. On the other hand, it would be fairly dull for a customer to walk into a music store to buy an instrument excited that saved enough money to do so. If the sales person never greeted them, didn’t ask their interest in music, and sat with the head on the desk, the customer would walk away.

    Marketing 2023

    Do You Know Your Customers Demographics and Needs?

    All businesses have a potential customer, and this is a target audience. What are their demographics? Are they younger, ages 20 to 30, or are they retirement age? What do they need from your business? If you are a pawn shop, they certainly don’t expect to buy tomatoes from you. On the other hand, when they go to the local produce store, they don’t expect to bring in an item of value and take out a short-term collateral loan.

    Take the time to get to know your target audience, their community, and how you can meet their needs.

     Do You Know the People Who Don’t Purchase, Sell, or Loan From You?

    There will be people who don’t want to or don’t need your product and services. Do you know who they are? These may be the people who pose critical opinions or won’t return customers. They can help determine if you meet most of your target audience.

    Customer experience strategies can build negatives into positives and get your company ahead of the curve.

    Customer Service

    Do You Know Your Employees?

     Nothing is more revealing than a little child, age six, telling you what they think about you. They lack tact, but what they do have is complete honesty. Does your employee experience provide ways to give you feedback on you as the boss, the business owner?

    Customers know when your team is unhappy. An unhappy team can cause damage to your company, because they are typically the first people to greet a customer. A good customer experience strategy includes your employee experience.

    Your team probably knows more about your customers and what they need from your customer. Gather their input, even if the input isn’t something you want to hear.

     Your team needs to feel like they matter, and asking for their input helps bolster their worth. Negative energy from your team will affect customer purchases.

    Hiring the right person is important. A person with no experience in your industry may be a good fit, because they can be “trained up.” A person with a lot of experience may be what you need. By knowing your target audience and the goals you have set for your customer experience strategy, it will help you decide.

    How Does Your Target Audience Feel Involved?

    Keeping your customer’s journey like an interesting voyage

     Potential customers, your target audience, want to know and feel as if they “belong” to your company. Great customer service will achieve this.

    Ways to get customers involved so they feel they are on a interesting voyage are to engage customers in customer satisfaction surveys. As your customers, rate their customer service or provide you with a Google Review.

    Measuring the customer experience will help you identify the areas of improvement. Customers like to talk about their customer needs and experience. This information can be stored as customer feedback data and used to plan goals for your customer experience management system.

    Personalized services help build a positive customer experience. Make sure your team greets customers when they come into your store. Encourage employees to make good eye contact. If they know the customer, use their name when interacting. These personalized services encourage a successful customer experience strategy.

    When customers interact, they feel connected. The customer’s journey becomes a two-way exchange that weaves you or your team as a business with them as a customer. When new customers and existing customers experience this type of engagement strategy, they turn into lifetime customers.

    Customers expect something when they call your store or text. Automated responses can gather information for future nurturing or send ways to interact, like an opt-in option or another action.

    Competitive Edge Customer Experience Strategies

    Your business objectives will need to change as quickly as the marketplace. and be an ongoing process. It is something you can’t do once and not again. Creating an avenue to review target audiences, gather insight about what they need and want, and how economics and world affairs are changing their profiles.

    SEO Content

    Today There are Walk-in Customers and Digital Customers

    A digital customer is an online experience that your consumers have. An easy example would be when you get online to do shopping for the holiday season or to go on vacation. Websites, apps., and chatbots are examples. Having landing pages that go directly to what the customer is searching reduces the “pain points” or barriers for the customer.

     With everyone using the world wide web, your customer base may be in the next community or state. Here are some tips for building an effective digital customer experience.

    Tips For an Effective Digital Experience

    ●       Know your audience

    ●       Keeping fresh content

    ●       Don’t get stuck in the same content because its easy; change is key

    ●       Make it easy for anyone to access and engage

    ●       Make your customer experience superior to your competitors

    ●       Personalized service is key

    ●       Collect feedback from your customers in surveys, reviews, etc.

    ●       Have a persona (make yourself real and approachable) 

    customer experience

    CX Strategy

    A CX Strategy includes the plans you have to create a positive customer by creating “touch points” or ways for your potential and exiting customers to engage with you and want to return. The touch-points need to be purposeful and meaningful. Another part of the strategy is to gather information from the customer about their journey.

    A good CX strategy creates meaningful experiences that can improve customer loyalty.

    Customers want convenience. Making sure your CX strategy is organized, focused, and meaningful is important.  

    A Key to a Customer Experience Strategy is to Collect Data

    Data collection can take time and effort, because it needs to be detailed enough to meet your customers’ needs. Each customer is unique and has individual needs and desires. An effective customer data management system will make these characteristics accessible.

    Pawn Leads is an automated customer services management system and total marketing system solution. Each time your target audience engages in person or digitally, information can be collected so that the data can be accessed to nurture the target audience along their journey.

    Data collection can take the form of surveys, focus groups, forms, or in-person asking questions. An example of data collection would be a customer filling out an online form with demographic information to obtain more information or a quote.

    The Pawn Lead system will help customers engage by creating “opt-in” campaigns, so they can be placed on a niche list, so they receive notice of sales, events, and company news.

    Marketing

    Pawn Leads – An Automated Customer Experience Strategy Solution

     Having a pristine customer experience strategy will take time. Pawn Leads is an automated marketing solution that will help you improve your retention of potential customers and save you time.

    Pawn Leads is an automated customer automation system with tools like two way texting, phone call response, the ability to send marketing campaigns, text message campaigns, email marketing campaigns and others. The solutions are seamless once set up, giving your customer a positive experience from the moment they reach out to your business.

    Branding is a way to build your customer base and loyalty. Being known as the company that gets back to your customers with everything they need or with answers to the questions they ask will help you stay ahead of your competition.

    Delivering great customer service involves asking for reviews and feedback. Pawn Leads can set up an automated campaign that asks each customer who visits your store about their customer journey. This information will provide your customer service teams with valuable feedback and how to improve their efforts.

    Providing opt-in options, niche lists, newsletters, events, and other experiences get customers involved. This helps them realize that they have value, and your target audience will become paying customers and increase their customer lifetime value.

    Digital Marketing

    The Pawn Leads team of professionals understand how to identify and market to a target audience. They will provide feedback and support as you improve your customer satisfaction score and deliver great customer experiences. The co-owner, Sam Reading, owns three pawnshops and understands that customer retention is key to increasing profits. Developing and using Pawn Leads in his own stores helps him provide customers with exactly what they need.

  • Pawn Leads Automated CRMs and What Does It Do For Customer Experience?

    Pawn Leads Automated CRMs and What Does It Do For Customer Experience?

    Customer relationship management (CRM) tools are becoming more and more automated, making it easier for businesses to handle customers’ inquiries and automating accounting functions so that one person does not have to handle all queries and questions.

    CRMs help with customer data storage, customer retention, and turning a potential customer into a repeat customer through attentive customer support and marketing strategies that work!

    CRMs save time and money, but what effect are the systems having on customer satisfaction?

    Augmenting the customer service industry with CRM software can produce more than just increases in efficiency; it allows companies to manage customers better, potentially increase retention rates and let customers play a more significant role in determining their own needs.

    Pawn Leads is a customer relationship management system that provides two-way text messaging and automated email marketing to create and personalize customer communications. Automated responses through chatbots and automated responses will improve customer service because customers don’t have to wait for a response as they would in manual processes.

    Digital Marketing

    One Minute is Too Long

    In a survey of “more than 2,500 consumers, nearly 60% of respondents believe that one minute is too long to be on hold,” PRWeb reports. “In addition, 32.3% of consumers believe that customer service departments should be answering immediately—with no hold time.”

    An immediate response isn’t possible when running a pawn shop or small business. Most of the time, small businesses run with a skeleton crew trying to achieve many things. Customers who found themselves on hold for more than 10 minutes were 27 percent less likely to be satisfied with their service.

    With automated customer relationship management (CRM) tools, like Pawn Leads, businesses can keep track of customer interactions and data in a more centralized location, making it easier to manage customer relationships and improve customer service.

    The customer data gathered in a CRM system helps convert a first-time visitor into a long-term customer. With automated customer relationship management (CRM) tools, businesses can keep track of customer interactions, purchase history, customer inquiries, and data in a more centralized location, making it easier to manage customer relationships and improve customer service.

    Through marketing automation, current and potential customers receive the same information, and it is delivered through meaningful communication that engages the customer, so they take action.

    Chatbots and AI Interactions – Do These Tools Meet Customers’ Demand?

    Today’s modern experience is largely automated: features such as ai interactions and chatbots. But how do customers react to these tools?

    Usabilla released a report showing that humans love AI and chatbots. In a survey of 1,000 US consumers in August 2018 who used customer service options such as FAQs, chatbots, or automated options that allowed them to avoid human interaction for a customer service issue, nearly three out of four respondents reported they had used chatbots already. Of those who have not, 60 percent said they would feel comfortable doing so.

    New paradigms of chatbots are continuously evolving and working in tandem with CRM systems. Support agents or human staff members can then follow up on inquiries or questions that need more in-depth research and solutions.

    Chatbots need continual revision, maintenance, and knowledge optimization, and they need new content to answer customer questions accurately. In general, conversational Chatbots are more straightforward than other types of Chatbots. Pawn Leads has a support team to assist you as you set up a Chatbot to help with automated responses.

    The most complex part is done once you teach the Chatbot how to interact with your customers and it has the tone you want; then, you’ll have to keep it updated. This isn’t much compared to everything the Chatbot can do for your company: improve customer satisfaction, increase sales, obtain valuable data, and optimize costs. Doya offers the following services for building Chatbots.

    Answering phone calls manually is time-consuming and expensive.

    It takes a team member from the sales team to answer calls, which takes them away from selling. Often, customer requests are written down on a notepad, and the customer’s expectations are someone will follow up. The note pad gets set aside and the sales team doesn’t see the request thus there is no follow-through. Customer information is potentially lost, and the first-time customer experience is poor.

    Many companies use tools to automate the user experience and cut operational costs.

    CRM technology can improve customer service. By automating incoming call responses through chatbots or automated greetings and tracking responses, the whole initial experience is improved.

    Using a CRM system like Pawn Leads provides each customer an opportunity as soon as they open up an account (or fills out “an online form” for online marketing) the ability to explore options in detail and ask the chatbot question. An automated text message that follows up and asks for their feedback on the service they received and if their needs were met starts a relationship with the potential customer.

    Marketing Customer Reviews

    Customer Feedback

    As a business, it’s essential to ensure that your customer feedback is being used to improve your products and services. By asking your clients for their opinions, you show them that their input is valued and that you are committed to taking their needs into account.

    Customers appreciate it when you ask them if they are satisfied with your service.

    It shows you value their opinion and that you are here for them, not the other way around. Customers want to be connected and a part of your business. By asking for feedback on how they feel about their service, they see that your primary business is to solve their problems and find solutions for them instead of just money. It puts a customer in the central position of your company, and this is the right way to run a business.

    A CRM solution like Pawn Leads helps you achieve quality customer experiences with your products, services, and brands. Current and potential customers want to demonstrate their status and affiliation to a particular group. Therefore, clients will stay loyal to your business if you focus on providing the best customer experience at every touchpoint. And naturally, the most effective way to give them a fantastic experience is to ask them what they like about your service and what should be improved.

    A CRM solution like Pawn Leads helps you achieve quality customer experiences with your products, services, and brands.

    Current and potential customers want to demonstrate their status and affiliation to a particular group. Therefore, clients will stay loyal to your business if you focus on providing the best customer experience at every touchpoint. And naturally, the most effective way to give them a fantastic experience is to ask them what they like about your service and what should be improved.

    Pawn Leads is an effective CRM solution for businesses that want to provide quality customer experiences. By asking clients what they like and what can be improved, companies can keep their customers loyal and build a strong relationships.

    Throughout the customer lifecycle, specific customers expect you to improve the customer experience they had if they didn’t like your service. Through the Pawn Leads CRM platform, you can personalize customer interactions by providing immediate solutions.

    Satisfy Customers = Repeat Customers

    For example, let’s say you come into one of the pawn shops that utilize the Pawn Leads automated platform. You, as a customer, need a collateral loan, but the item you brought in didn’t appraise high enough to secure the cost of the loan you needed. You leave frustrated and dissatisfied, and your customer sentiment is the pawnshop sucks.

    Once in the car, you receive a text message asking how you would rate the service you received. You rate it as a one out of ten. This rating automatically triggers the system to put you into a funnel for new customers who are dissatisfied with the service received.

    Because of the automation the system will contact management immediately, and the manager gives you a call before you even get home. The CRM system workflow automation also gathered your information and the loan details you needed.

    The manager talks with you and problem solve a workable solution. You are impressed because the lead management had your information and concerns all in one place, and you didn’t have to repeat the story. You are satisfied because you received personalized service, and so you turn around and head back to the pawnshop. As you walk in the door, you are treated with respect by the sales team, and it is a win-win for you and the pawnshop.

    The Pawn Leads CRM system can improve customer loyalty through personalized service.

    There’s no doubt that the way the manager was able to intervene to help the potential customer by having the customer data in front of him helped make the interaction personable and genuine. CRM and customer experience go hand in hand to improve the customer experience.

    At one point, you may have never gone back to the pawnshop. You recall the conversation you had with lead management. “You contacted us about the loan you needed. As soon as we received your information, our system automatically contacted me so I could get a handle on the situation and find a solution. If you want to head back this way, I will work to get you the money you need as soon as possible. We appreciate your patience and honest feedback, and we can use it to improve the customer experience for other customers.”

    CRM technology is available to streamline and automate customer retention. Customer data platforms like Pawn Leads work!

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    Pawn Leads

    For $97 a month you can text message, auto text missed calls, record all calls, text payments, email marketing, and even build web pages. Pawn Leads builds websites, sets up, and offers dedicated marketing support, flyers, and email. Pawn Leads will work on SEO and custom-designed solutions.  

    Knowing the customer journey and their experience is the key to converting potential customers into future customers, Pawn Leads is an automated system that is user-friendly and easily customizable to help lead management and sales teams address customer complaints and improve customer interaction.