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Internet Marketing and Business Growth tactics and strategies from Ford Saeks

The Maturing of the Customer Care Industry

by Prime Concepts

Customer Care Is Growing Up

Customer Care is “Growing Up” through Technological Transformation

 

The Baby Phase

Just under sixty years ago, customer service had an entirely different face – a sort of babyface that was still crawling across the floor with wide-eyed wonder. Back then, you had to physically go to a store and talk with a person face-to-face to get help, purchase an item, or return something. Sure, you could have used your good ole’ fashioned landline telephone for some inquiries, but mostly it was a one-on-one, nurturing approach.

 

The Toddler Years

It wasn’t long before the customer service baby turned toddler, fumbled around, and began learning how to balance itself. That’s when telephone advancements led to the development of the illustrious call center. These endured past the sale of the first mobile phones.

During that era, consumers didn’t have to make the physical journey to the store. However, they were caught up in the scripted, generic call center customer service loops. Businesses were self-absorbed and not paying as much attention to the customer experience as they were to customer volume. More current data showed that call center experiences were not even close to being tolerable. 57% of people had been so frustrated with phone customer service that they hung up before their issue was resolved.  Call centers are still an essential avenue for customers, but that’s a different story.

 

The Tween Years

By the ’80s and ’90s, the customer service toddler morphed from child to tween. Instead of letting their mother dress them, they were pulling their clothes out of the dresser – discovering their own style. The technology was now a more sophisticated process, capturing buying habits and segmenting demographics. From a self-absorbed perspective to a meta-cognitive state, customer service development became more acutely aware of efficiencies of pricing, product assortment, and better promotions.

 

Teen Times

Teen years can be the worst! Teens often tend to think they know everything; they make sure you know that they know, and they are reckless. Once customer service strolled into its teens in the ’00s, the data capture and analytics techniques were more sophisticated than ever. During these years, businesses took personal data and used it as if they owned it. To hell with the consequences! Maximizing revenue was the objective, and customer relationships were an afterthought.

 

Yearning Young Adult

The 2010s have arrived, and customer service is more mature than ever. It is now in the critical development period of adulthood. Successes or failures can strongly affect trajectories. Moreover, significant challenges are arising as the young adult version of customer service seeks independence. The preferred choice is self-service, and customer experience is the new revolution. It’s even got its own name – The Age of the Customer.

Generation Z and Millennials are dominating the consumer world. They’re accustomed to the digital connection, so there’s a shift from full-service to self-service. Consumers don’t want unpleasantly bundled prices, hassles, and poor customer service.  In fact, in a global survey, nearly 80% of American consumers say that speed and convenience are what people value most in their customer experience.

 

Middle-Aged Movement

Once customer service moves into its middle-aged era, we should expect to see customer care and customer satisfaction as the primary driver of marketing department goals. We’ll see real-time responses, complex chatbots, and highly personalized marketing for customers with higher expectations than ever before. Businesses are already currently losing $62 billion through poor customer service simply because customers have higher expectations.

 

Savvy Senior

Speed and scale are still a challenge for big companies. But as we move into the 2020s, savvy brands will be utilizing technologies to evolve customer service, and old cemented brands will fade away. Brands that ignore messaging features for customer service and beyond will become obsolete. Marketing departments will be merging with customer service departments because social media, review blogs, and app store reviews are putting marketing directly into consumer’s hands. 87% of enterprises have plans to or have already adopted a digital-first business strategy.

Experience shows that the key to successful customer service is better customer care.  That means an evolution of customer benefits such as 24/7 care, quicker answers, more straightforward navigation, seamless hand-offs from technology to humans, and ease of convenience. Understanding the impact of how businesses interact with their customers is imperative to a prosperous future.

Do you need more customer service tips and advice? If you’re interested in refining your brand or trouble-shooting your customer service issues, Prime Concepts Group is here to help you! We’ll do the heavy lifting, so you can get back to enjoying results!

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Direct-Response Copywriting Specialist – Ford Saeks Certified

by Ford Saeks

We can help you craft compelling sales copy to engage, influence and motivate your prospects into action.

Direct-Response Copywriting Specialist – Certified

The ability to write effective copy comes from practice, trial & error, testing, and experience. Our CEO, Ford Saeks believes in “sharpening the saw” and just completed and passed this copywriting expert certification.

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niche marketing

5 Great Videos on Niche Marketing

by Ford Saeks

For the first episode of his new YouTube show, our CEO Ford Saeks focused on niche marketing and the questions, “How do I find my niche?” and “How do I market to my niche?” We love his explanation but thought you might also benefit from hearing some others’ perspectives on the topic. Here are a few of the most-watched videos on YouTube right now for niche marketing.

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These 4 Metrics Calculate the Economic Value of Your Social Media Efforts

by Ford Saeks

Because you know it’s important to use data to drive action, you look at your social media metrics regularly. You chart the growth in your followers and their likes and shares of your posts. But you’re frustrated because you don’t see how this is really affecting your business. You don’t see the value of your social media efforts. Besides, each social media platform has its own metrics—likes, replies, comments, shares, plusses, repins, etc.

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6 Hidden Conversion Killers in Your Copy

by Ford Saeks

Okay, so you have a pleasantly-designed website with benefit-driven copy, and now you’re waiting for the leads to roll in. Instead of the phone ringing, however, you hear crickets. What could be the problem? Why aren’t visitors booking your services and buying your products? Well, don’t give up just yet. We’ve put together a list of hidden conversion killers in your copy. You can make the changes detailed in our solutions to increase your website traffic and revenue.

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How to Increase Conversions Through Quality Landing Page Design

by Ford Saeks

Let’s follow the path of a typical consumer. You see an ad for a product on Facebook. It catches your interest, so you click. The transition is pretty smooth and now you see a landing page design that gradually gives you more and more information about the benefits of this product.

Within sixty seconds of hitting that page, you should have access to and be able to consume all the information you need to make a decision. The focus on the benefits—in the headline, the sub-headlines, and the bullet points—allows you to decide whether or not to take action. This page that leads you to one clear choice is called a landing page.

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Warning: You’re Losing Money by Not Using a Call to Action (CTA)

by Ford Saeks

Register Now! Download Now! Yes, Please! Try it Free! Get Instant Access! Let’s Connect! You’ve seen examples of great call to action (CTA) buttons on most of your favorite sites. No longer do they say “Submit,” “Subscribe,” or “Learn More.” The trend is moving towards attention-grabbing persuasion, urgency, and exclusivity. And there’s a good reason. With a CTA, your goal is to stop the reader in their tracks and get them to notice that button, click, it and move through the process you’ve laid out for them.

So why should you bother creating custom CTAs? Let’s go over the basics.

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Scrappy – A Little Book About Choosing to Play Big! Terri Sjodi

by Ford Saeks

This is a must have book for all entrepreneurs and those that want to improve performance and results.

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6 Things You Need to Include on Your Meeting Planner Page

by Ford Saeks

Put yourself in the shoes of a meeting planner. You’ve been tasked with finding a keynote speaker for your organization’s latest event, and you want to find someone that can speak to your niche’s particular pain points, help them find solutions, and offer actionable steps they can take to transform their thinking and achieve amazing results. These same needs apply regardless of the industry or audience. So how do you get a meeting planner’s attention? Create a speaker website of course. But what’s next? How do you write a great meeting planner page to convince them to book you today? Follow these steps and you’ll have the copy and content for your own meeting planner page.

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3 Questions to Consider in Your Speaker Website Design

by Ford Saeks

Speakers, the first thing a meeting planner does when considering whether or not to hire you for an event is take a look at your website. Their goal is to learn about your message, your typical audience and your fee. But they also want to know that you are an expert whose opinions are valued by reputable companies and thousands of followers. Your site becomes your first impression, and your speaker website design will reflect on you. Here are a few things a viewer will be critiquing on your site.

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