Tag: customer service

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Common Business Problems that Building a Community Can Solve

If you are struggling to build your business and looking for ways to improve, building an online or brand community may be the best solution. In fact, it is likely the tool you’ve needed all along.

 

The following are five common business problems building a community can solve:

 

Poor Return on Investment

 

While email lists, advertisements, and your blog are all fabulous ways to generate interest in your offers, there is nothing more effective than truly getting to know your customers more intimately. If your ROI is not what you want it to be, but your customers are otherwise satisfied, a brand community can help you fix that problem.

 

You can create the community free or for a fee. It’s up to you. It really does depend on your niche and your business model, but you can test out various ways to run your community. Once you have a captive audience that you can communicate with regularly, they will start buying more, and your ROI will improve.

 

Poor Cashflow and Intermittent Revenue

 

Whether you provide services or products, or you’re an affiliate with no products of your own, if you work within a particular niche, your income is likely not consistent if you have not built a community of avid and hungry buyers. Having a membership-based community, whether paid or free, can stabilize your cash flow like nothing else.

 

In your communities, you can offer them the first peek at new products and services, get more feedback, receive more customer reviews, and even get your members to become brand advocates and recommend you to others much easier than you can without having a community.

 

Poor Credibility, Trust, and Awareness

 

Communities humanize businesses, and once that happens, your audience will start trusting you more. The credibility that you end up with after creating more awareness through community building will jumpstart your creative juices and end up helping you become even better in the eyes of your customer base due to all the inside knowledge you’ll gain by being part of your community.

 

Poor Business Growth and Stagnation

 

If you have grown as far as you can with what you are doing, consider building a community. An active and engaged community can really boost your growth and end the stagnation you’re experiencing. Even if you haven’t sold a solitary product yet, building an active community will generate new revenue.

 

Finally, you can vastly improve your customer service by setting up an active and involved community. Not only will your members offer each other community peer-to-peer support, but you’ll also be much more in tune with what is going right and wrong and learn better ways to help your members in the way they desire.

 

 

Four Ways Community Building Improves Customer Service

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Four Ways Communities Improve Customer Experience

Just one bad customer experience can destroy your reputation as a brand or small business owner. Research suggests that consumers are willing to spend more revenue on businesses that have excellent customer service.

 

In fact, a report conducted by The Economist states that 59% of the consumers surveyed are willing to reach out or find other businesses in hopes of a better customer experience. Building a brand community provides the customer experience you need to prevent this from happening.

 

Here are five ways communities can improve your target customer experience:

 

Communities Humanize the Support Process

 

Most consumers are very tired of being just another number or worse, a wallet, and not even thought of as humans. Small business owners are uniquely positioned to offer customers the most human support possible through their use of communities. If you participate, they’re going to see you as a real human with real feelings, and due to that, they’re going to buy more.

 

Communities Improve Customer Engagement

 

Not only will your customers engage and discuss your products one-on-one within the community, getting current ideas and insight into making use of your products and services, but they will also be more likely to respond to you and answer your questions due to the ease of communication in a group environment.

 

Communities Provide Clear Customer Insight and Understanding

 

While the community is mainly for your customer, the truth is, you will gain a lot from having a community. You’re going to learn more about your customer, and that will help you understand what they truly need from you within the bounds of your niche.

 

Communities Streamline the Customer Service Process

 

Offering more avenues of customer care to your customers will make them feel even more heard. It’s hard to provide phone support as a small business, but the next best thing is a community that allows them to publish their questions and find answers in your FAQ or by using your bot. Plus, sometimes you’re going to be there live to help.

 

In the end, making sure your customers have the best experience possible when communicating or engaging with your business prevents you from destroying your reputation or business altogether. Remember, most businesses have to shut down within ten years. The major contributing factors to these shutdowns include poor customer service and not prioritizing your target audience. Building a community provides you more control and tools to ensure you give the best customer experience at all times, anywhere around the world.

 

Four Ways Community Building Improves Customer Service

 

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Four Ways Community Building Improves Customer Service

Proper and effective customer service can make or break your business. In 2019 Forrester Consulting surveyed over a thousand different customers across two-hundred enterprise brands to learn what customers really want from brands.

 

One important takeaway was that nearly two-thirds of respondents reported how one unpleasant experience with a brand caused them to switch brands instantly while also warning their peers to stay away — showing you just how important proper and effective customer service helps you retain your customers and keep them happy.

 

In addition, growing a community for your business can instantly improve your customer service and build more content members that foster a more successful and sustainable business.

 

Here are four ways community building can improve your customer service strategies:

 

Increased Availability and Communication

 

Real-time support is possible with online communities – meaning problems can be solved instantly even if you or someone from the business is not responding directly. You can set up automation using bots in most communities to answer frequently asked questions that allow your members to serve themselves when you’re not there essentially.

 

Increased Self-Service Tools and Resources

 

You can also incorporate files and written FAQs that enable your customers and members to check out the rules themselves any time they want to. If you offer these tools, make sure to post about the tools and resources you have in your group and how they can access them. Not everyone understands how these tools and platforms work, so a little education can go a long way.

 

Increased Engagement and Education

 

Within the enclosed privacy or at least imagined privacy that a group provides, members will feel more at ease about engaging with your content and you. Because of this, the information and education you provide within the group will be much more useful due to instant feedback.

 

Improved Products and Services

 

When you start regularly speaking with your customers in a community setting, online or offline, you’ll begin to understand how you can improve your products and services. Not to mention you’ll end up with a never-ending stream of new product and service ideas because you’ll know the audience so much deeper.

 

As you can see, all of these options work together to provide superior support to your target audience. Through communities, your customers can find information faster and get the solution they need easily without frustrations. Access to nearly endless education, materials, and superior customer support makes community building a must-have for business.