Marine Dealer Solutions Blog

How to become a Customer-First company, and 5 things to avoid.

Posted by Marine Dealer Solutions on Feb 16, 2018 8:04:28 PM

 

In previous articles, we have discussed in length the huge importance of valuing your customers. This article aims to go beyond that by explaining how to put your customers at the tippy top of your priority list in an effort to become a Customer-First company. Dealerships and organizations who have adopted this concept are among the most successful and it all starts with a keen understanding of the customer experience. 

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Topics: Tips ideas customer loyalty retaining customers customer trust customer satisfaction customer care Customer service happy customers managed live chat improving your bottom line boost bottom line Customer Retention to increase profits bad service is bad business customer empathy empathy More people want live chat Live Chat Trial customer-first

More and More Customers Want Live Chat for Customer Support

Posted by Marine Dealer Solutions on Jan 23, 2018 2:15:00 PM

Over the past ten years the growth and development of online sales and marketing has evolved to suit the demands of fast pace internet users. There is plenty of increased availability that helps to access many brands that would not have been previously seen in the mall or shopping center down the street. There is more to the available online store than the purchase. Customer support has become accessible through the internet as well, and has since grown into a necessity for business. Live chat is one form of online support that has become a favorite among users in recent years. Instant messeging businesses? Who would have thunk it?

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Topics: Tips ideas customer loyalty retaining customers customer trust customer satisfaction customer care Customer service happy customers managed live chat improving your bottom line boost bottom line Customer Retention to increase profits bad service is bad business customer empathy empathy More people want live chat Live Chat Trial

There is one channel where speed counts the most – Social Media

Posted by Marine Dealer Solutions on Jan 15, 2018 3:15:00 PM

While there has been much to consider with the caution and care of the customer, working closely for quality and never speeding ahead of the process to make sure that customer support is handled efficiently, there is in fact one place where customers expect a speedy response. Think about the overall communications that are sent on social media channels, primarily those like Facebook and Twitter. They are primarily considered to be more of a personal and social form of communication, and the response is an immediate and personal response, not necessarily one that is thoughtful and investigated for the quality of the information at hand. It is important to many social media visitors to at least see the initial response that states there is an answer coming, even if the final one is not received immediately.

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Topics: Customers into Evangelists Tips ideas customer loyalty retaining customers customer trust business trust customer satisfaction customer care Customer service happy customers losing customers unhappy customer improving your bottom line boost bottom line Customer Retention to increase profits bad service is bad business customer empathy speedy service empathy empathy in customer service

Speed is not the most important thing in customer support – Empathy is

Posted by Marine Dealer Solutions on Jan 9, 2018 2:15:00 PM

Sometimes we get so caught up in the “do” factor of customer support, that the numbers and statistics become the most important factor. In the same way our customers then turn into people whose feelings and responses are no longer valid. This can be a slippery slope that leaves you and your team wondering why your efforts are generating adverse effects. Rather than having only a rigid protocol for your customer service techs to adhere to, allow some flexibility that is geared towards understanding and caring for the customer’s needs. Empathy is key. When communication is positive and truly supportive, there are better odds of receiving positive customer reviews. As we now know, positive reviews lead to consumer confidence in working with your dealership, increased traffic, and ultimately more revenue.

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Topics: Customers into Evangelists Tips ideas customer loyalty retaining customers customer trust business trust customer satisfaction customer care Customer service happy customers losing customers unhappy customer improving your bottom line boost bottom line Customer Retention to increase profits bad service is bad business customer empathy speedy service empathy empathy in customer service

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