Posted on September 18, 2019 in Marketing Thoughts

Customer Centric Companies

Without customers, no business or service would matter. Customers are the lifeblood of all commerce, regardless of your industry, vertical, business line or product. Customers vary greatly and most people define their business by the type of audience they sell to-Business to Business, Business to Consumer, Business to Government. Often reduced to B2B, B2C, and B2G. No matter what segment you business is geared to there is one common thread- business, consumers, government- are all compromised of people. Individuals that have different preferences, goals, hobbies, interests, experiences and personalities. Every customer is unique. However, there are trends that are common to all customers.

Hotjar, a company that allows for heatmapping and tracking web visitor behavior, presented their annual Customer Experience Report (CX) and provided valuable data about many customer-centric topics.  While there are many things that are worth reading in that report, one of the most interesting things was about customer frustration. This is the survey results from hundreds of companies, off varying size, scope and service.

The Number 1 Customer Frustration

What do you think the number 1 frustration was? (Before, I read the report, I assumed it was rude or inpatient customer service people. I think that is still my top one) The number one frustration point is “Long Wait/Response Time.”

customer frustration

BirdSeed recently launched a new marketing campaign and had an overwhelming response- exponentially more people responded than we had planned for. The entire team, developers, customer service, marketers and more worked around the clock to try to respond to every question as they came in. Although our product is intuitive, because it can be used and customized so many different ways, support or sales questions are not a simple answer. Often we would be scheduling training calls, have phone calls, or a laundry list of emails chains back and forth- all which takes time. We experienced first hand the truism of this report. People were frustrated with us. So, we know that sometimes even though a customer is the absolute top priority, the response can be slower than you want to provide as a business.

How does BirdSeed Help?

Our tool was developed out of customer experience needs. We wanted to build a tool that allowed for a customer to do three things, – engage with a business in the method that they were most comfortable, engage when they wanted (nights/weekends/after-hours, whenever) and do it simply and quickly. We accomplished that. Whether it is live chat, call request, meeting scheduling or 1 of our other methods, a simple click launches it all. No digging around for the customer to find what they want- they can get right to the heart of their goal. Save them time.

Whether it is for sales or support, BirdSeed has got you covered in keeping the customer happy and engaged. 12 powerful tools including live chat, meeting scheduling, FAQ, testimonials and more.

All in one simple button.

Until Next Time,

Robert Urban – CMO of BirdSeed 

robert urbanCurrent CMO of BirdSeed and best-selling author, Marine veteran and PhD.  Offers expert-level strategy and execution for SaaS and technology business through relationship driven marketing, content and sales while leading and managing people from all different backgrounds. BirdSeed is headquartered in Orlando, Florida.

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