Serve and Sell Your Customers with An Amazing Digital CX

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Top Takeaways:

• The modern customer is empowered. They now have access to an infinite amount of content at their fingertips. They can look up products and services online before making a purchase. They can look people up on social media before doing business with them.
• Like the modern customer, job hunters have changed within the last few years. They are now empowered to evaluate the companies that they want to work for based on what is valuable to them. Through social media, they can see if an organization has the same values as them, whether it is on diversity, inclusion, sustainability, etc.
• Social media has become a form of digital theatre for people to see how companies respond to their customers’ positive or negative comments.
• The three things that brands need to do to excel at social selling and digital CX:

1. Create a buyer-centric profile that looks good to your customers and positions your organization as the expert that can help them.
2. Have a wide and varied network that allows you to influence as many people as you can.
3. Create content that provides your customers with help and advice. Customers respect brands that share knowledge and are helpful to people. Providing informative and easy-to-digest content will get your customers to know, like, and trust you.

• Plus, Tim Hughes shares how companies can completely own their brand’s narrative through digital dominance. Tune in!

Quotes:

“Your customers are searching for information and assistance online. Your employees need to be empowered on social because that is where your buyers are”

“Customers are looking for authentic content. Empower employees to share their experiences and emulate your brand’s values on social media.”

“How brilliant you say you are on your website does not matter anymore because your customers can check those things out for themselves from online reviews, digital customer interaction, and content.”

“When you respond to your customers, whether via direct message or on their social media posts, it makes them feel that there is a person behind your profile with whom they have built a relationship. This relationship with your customers builds their trust and their confidence.”

About:

Tim Hughes is the Co-Founder and CEO of DLA Ignite and co-author of the bestselling books, Social Selling: Techniques to Influence Buyers and Changemakers and Smarketing: How to Achieve Competitive Advantage through Blended Sales and Marketing. He is currently ranked Number 1 by Onalytica as the “Most Influential Social Selling Person in the World.”

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

1. What is social selling?
2. How can you build trust with customers?
3. What makes a good digital customer experience?
4. How do you provide customer service via social media?
5. How can you empower your staff to support customers through social media?