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Customer Service

10 Ways to Use your Phone as a CRM Tool

10 Ways to Use your Phone as a CRM Tool

What is a CRM Tool? A Customer Relationship Management (CRM) tool is essential for fostering business growth. It enables businesses to effectively manage conversations and relationships with clients, ensuring alignment with expectations and the development of strong, positive business relationships. However, for the Nigerian business person, CRM tools can be both expensive and cumbersome, especially when considering that customer footfall might not always justify investing in the latest and most robust industry software. In my experience, a practical approach is to recommend starting with the use of mobile phones. By adopting effective note-taking and sales habits, individuals can take the initial step of utilising their phones as a makeshift CRM tool. The advantages of using a mobile phone for this purpose are noteworthy. It provides a cost-effective solution, particularly for those who may find traditional CRM systems financially challenging. 10 Ways to Use your Phone as a CRM Tool Here are some suggestions on how your mobile phone can be effectively used as a CRM tool to grow a business: 1. Contact Management: Use the phone’s contacts and address book to organise client information. Categorise contacts based on their importance, potential, or specific business criteria. One trick I do is to include notes on where I met people, the specific business or social context, and outstanding action items or agenda that we have in common. 2. Calendar and Reminder Functions: Leverage the phone’s calendar and reminder features to schedule follow-ups, meetings, and important dates related to clients. This ensures timely engagement and prevents missed opportunities. 3. Note-Taking Apps: Utilise note-taking apps or even simple text messages to record important details from client interactions. This helps in creating a comprehensive record of conversations and key points. 4. Communication Tracking: Keep track of communication history by using messaging apps or call logs. This allows for a quick reference to past discussions, making future interactions more informed and personalised. 5. Task Management: Use the phone’s task management apps to create to-do lists and set priorities. This helps in staying organised and ensures that critical tasks related to client management are not overlooked. 6. Email Integration: Integrate email accounts with the phone to manage client communication effectively. Respond promptly to emails and use folders or labels to categorise and prioritise messages. 7. Customer Segmentation: Group clients based on common attributes using features like contact groups or labels. This aids in targeted communication and allows for a more personalised approach. 8. Document and File Storage: Utilise cloud storage apps such as Google Drive or Dropbox to store important documents related to clients. This ensures easy access to necessary information, even when on the go. 9. Social Media Monitoring: Monitor and engage with clients on social media platforms through mobile apps. This helps in staying connected and understanding client preferences and behaviors. 10. Regular Backups: Ensure regular backups of important client data on the phone to prevent data loss. Use cloud services or other backup solutions to secure valuable information. Conclusion The beauty of adopting this approach is that individuals who become accustomed to managing their client relationships using their phones and establishing good habits can seamlessly transition to more comprehensive CRM solutions as their business grows. This initial step not only facilitates effective client management but also sets the foundation for a smooth integration into more sophisticated CRM tools. Also read: Leveraging Technology to Grow Your Business

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Selling with Empathy: The Peculiar Nigerian Scenario

The world generally is experiencing some levels of economic hardship. There’s a lot of pressure on the world economies to strike a balance between opening their doors to the influx of immigrants and ensuring the standard of living of its citizens does not change due to the new economic pressure. We all know that the economic situation in Nigeria has taken a downward turn and more people are losing their ability to afford the kind of lifestyle they could boast of say some ten years ago or more. Selling with empathy is fast becoming the new tactic to ensure that businesses do not lose their clientele and can remain going concerns. Empathy has emerged as a powerful tool for building meaningful connections with customers. It’s no longer enough to simply provide a product or service; businesses must prioritize understanding and addressing the needs and emotions of their customers. This shift towards empathy-driven selling not only fosters trust but also leads to long-term customer loyalty. In this article, we will explore the five principles of applying empathy in customer interactions across all touchpoints of a business. Whether you run a school, hospital, supermarket, etc. employing empathy in dealing with your customers differentiates your business from your competitors. 5 Strategies for Selling with Empathy 1. Active Listening Active listening is the cornerstone of empathy in any customer interaction. It involves not only hearing the words spoken by the customer but also understanding the underlying emotions and concerns. When a customer feels heard, they are more likely to trust the business and feel valued. The rising inflation and hike in fuel prices have put a lot of pressure on the populace. Tips for Active Listening: 2. Understanding Customer Perspectives Empathizing requires putting oneself in the customer’s shoes and trying to see the situation from their point of view. This means recognizing their emotions, concerns, and motivations. By understanding their perspective, businesses can tailor their responses to better address the customer’s needs. Ways to Understand Customer Perspectives: 3. Responding with Compassion and Kindness Empathetic selling involves responding with compassion, even when faced with challenging situations. It means showing genuine care for the customer’s well-being and aiming to provide solutions that benefit them, rather than solely focusing on the sale. Practices for Compassionate Responses: 4. Customizing Solutions Empathetic businesses recognize that every customer is unique. They go beyond generic responses and seek to offer tailored solutions that address specific needs and preferences. This level of personalization not only enhances the customer experience but also builds trust and loyalty. For example, creating sales packages that will cater to your diverse customers such as installment payments, discounts, etc. Strategies for Customizing Solutions: 5. Follow-Up and Continued Support This is the road less traveled by most businesses. Empathy doesn’t end with the sale. It extends into the post-purchase phase, ensuring the customer feels valued and supported even after the transaction is complete. Regular follow-ups and ongoing assistance demonstrate a commitment to the customer’s long-term satisfaction. Actions for Continued Support: In conclusion, empathy-driven selling is a transformative approach that not only leads to increased sales but also builds a loyal customer base. To remain top of mind of your customers in our present economic realities, businesses need to step out of their comfort zones and demonstrate to customers that they understand the emotional key drivers of customer experience.

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6 Ways to Improve Customer Experience

As the saying goes, a happy customer is a satisfied customer. Customers that are dissatisfied with your service are less likely to return. Therefore, customer experience should be one of the things to look out for as it contributes greatly to keeping a business running. Ensuring customer satisfaction is crucial for providing an excellent customer experience. One effective way to enhance customer satisfaction is by leveraging consumer data obtained through market research and customer surveys and focusing on improving user experience, which, in turn, can positively impact your company’s return on investment. Let’s do a quick dive into customer experience and how to improve it to better serve your customers and ensure their long-term satisfaction. What is Customer Experience? Customer experience (CX) is the term used to describe an individual’s interaction and overall perception when using a product, system, or service. It encompasses the customer’s opinions regarding the usefulness, usability, and efficiency of the said product, system, or service. In essence, it refers to the experience, observations, and overall impression that customers derive from their practical interaction with a solution. This solution can take various forms, such as a product, service, project, company, or other organizations. To create a meaningful customer experience, it is essential to have a well-defined and planned representation of what users can expect. Developing solutions solely based on personal ideas without considering the perspective of the consumers often results in inadequate solutions. It’s crucial to understand that unsatisfied customers are unlikely to become repeat customers. Recognizing the significance of user experience in delivering value to users, it becomes crucial to provide a superior and exceptional service. This not only impacts the customer base positively but also contributes to a higher return on investment. How to Improve Customer Experience (CX) In addition to the mentioned strategies, there are various other approaches to improving user experience that can greatly impact customer satisfaction. The steps to enhance this are not a one-size-fits-all approach and may vary depending on the type of service provided and platforms used. Some additional techniques may include creating personas, sketching wireframes, building prototypes, and conducting testing to gain a better understanding of how your product (physical or digital) will ultimately shape up. Excellent customer experience is beneficial as it minimizes complaints and negative reviews. Irrelevant cost and waste of resources is brought to bare minimum as services become more efficient. How about your customers? Excellent and improved services that meet their needs give them ultimate satisfaction and make them loyal. Lastly, there’s a high revenue generated from their loyalty. Emmanuel Otori is the Chief Executive Officer of Abuja Data School. He is a Small Business Consultant, Start-Up Advisor and Consultant For SMEs across Nigeria. You can read his other articles here.

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How to Sell to a Difficult Customer

Your main goal as a business owner is to provide solutions that genuinely address your customers’ needs, ultimately enhancing their quality of life through your products. However, it’s important to acknowledge that customers have had negative experiences in the past. When a product fails to fulfill its promised purpose, it leaves customers disappointed, cautious and most likely, difficult. Consequently, customers have become more logical, meticulously evaluating their options before making a purchase. They want assurance that what they buy will truly deliver on its promises, without the need for additional purchases. So, how do you sell to a difficult customer? 1. Use testimonials Customer segments are defined by age, social status, work environment, exposure, and place of residence. One of the ways to sell to a difficult customer is to mention individuals who have purchased your products and get them to talk about the satisfaction derived from these products/services. This is to assure them that their investment is secure. Logical, difficult customers, who possess the means to spend, seek reassurance before making a purchase. Their strong network also make them influential in referring others to your products, creating a potential customer segment with continuous demand. To build trust and credibility, it’s recommended to collect testimonials for display on your website or social media channels. These testimonials can take the form of text accompanied by customer photos. Alternatively, video testimonials are powerful as they visually convey trust through body language. Keep the video clips concise, ranging from 30 seconds to 1 minute. Sharing testimonials from satisfied customers serves as a powerful means of building trust, establishing credibility and instilling confidence in potential buyers. 2. Provide customer support and utilise customer feedback When customers are unsure about how to use a product, they often seek information and guidance. Capitalize on these conversations by providing the necessary instructions and support. It’s crucial to keep records of all customer interactions, including calls and text messages. These records serve not only for monitoring and improvement purposes but also for reaching out to them. Valued customers who experience the benefits they anticipated are likely to express their gratitude. You can showcase these conversations, starting from when they sought assistance to when their concerns were resolved. This display of customer feedback demonstrates your trustworthiness and reliability. 3. Offer discounts Customers have unfortunately experienced instances where their hard-earned money was taken advantage of, causing them to be cautious about future purchases. To foster long-term relationships and bring about a significant change in their perspective, you need to shift your focus away from short-term profitability to gaining trust. Rewrite the narrative and offer them something of exceptional value, surpassing their expectations. It could be in the form of discounts or even providing the item for free if it is not a high-priced product. By exceeding their perceived value and offering them an irresistible proposition, you can sell to a difficult customer, rebuild their trust and establish a solid foundation for a lasting customer relationship. 4. Offer free complimentary services Customers often have additional needs beyond their initial purchase. As a business, you have the opportunity to provide these supplementary services alongside the discounts offered. However, it’s important to approach this in a thoughtful manner, avoiding any sense of desperation. Consider making a promise to customers that after they have used the product and experienced satisfaction, they will receive complimentary services when they make a second purchase. This promise acts as an incentive for them to return and further solidifies their positive experience with your business. By offering these additional services, you enhance their overall satisfaction and create a compelling reason for them to engage with your brand again. In conclusion, it’s crucial to remember that the ultimate objective is to win over customers. However, it’s important to acknowledge that customers have the freedom to choose whether or not to return. Regardless, your goal should be to maintain a long-term business relationship with each customer, treating them as individuals rather than as a collective group. By focusing on personalized service and catering to their specific needs, you increase the likelihood of building loyalty and fostering repeat business. Remember, every customer is unique, and your commitment is to serve them on an individual level. Emmanuel Otori is the Chief Executive Officer of Abuja Data School. He is a Small Business Consultant, Start-Up Advisor and Consultant For SMEs across Nigeria. You can read his other articles here.

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How to Keep your Business Running after Working Hours

“Whenever the customer wants it, you should be there” Many offices typically operate from 9:00 AM to 5:00 PM due to the costs and effort of running night shifts or servicing the office at night. However, the concern is that your customers don’t sleep. When they want a solution, they want it immediately and the earlier they speak to someone, the less anxious they feel. Knowing that most offices are closed after 5:00 PM and on weekends, customers often seek alternative ways to reach out during these times. As an entrepreneur whose business is centred on customer satisfaction, here are some options to keep your business running after working hours: 1. Social media pages To effectively keep your business running after working hours, it’s important to be active on social media. Creating pages on platforms like Facebook is crucial. These pages can be set up to automatically respond to messages with customized replies. The platform also lets the customer know when they can expect a response, based on the average reply time. This helps reassure the customer that they are dealing with a customer-centric organization, whether it’s during working hours or not. In fact, the message can even include an emergency contact if needed. Here’s an example below: 2. Auto-responder An auto-responder is a system organisations use to send an email when they’re out of office, on leave, on a particular assignment or outside their country of operation. The email often contains information regarding when messages will be read and replied to or an option to contact another individual in the organisation that could process the enquiry. Below is an example of an automated message. 3. A 24/7 Office Phone I read a story online about a customer who needed a product on Monday morning. They tried calling a supplier they found online but nobody answered the office phone. They kept searching and found another supplier who answered immediately and delivered the materials on time. It made me think, what’s the point of having an office phone if nobody picks up? Nowadays, an office doesn’t have to be a physical place. It’s about the people and processes that can operate from anywhere, anytime. Every office should endeavour to use mobile phones, with someone available to handle calls and respond to inquiries anytime. It’s important to keep the business running smoothly all day, while still maintaining good telephone manners. 4. Online Support Services To make the most of an organisation’s online presence, it’s important to consider all platforms. Websites should have a support system that works on both computers and mobile phones, accessible anytime with an internet connection. These chat boxes should be automated to respond to messages, and allow users receive notifications for answers to their any enquiries. 5. Integration of Chatbots Chatbots use artificial intelligence to respond to questions from customers. They analyze similarities, patterns, and keywords to provide consistent answers. Chatbots serve as a temporary solution for basic information until a human representative takes over when the chatbot can no longer handle the customer’s requests. Implementing this system across platforms requires a fully integrated technology team. A successful business focuses on promptly addressing customer needs, keeping communication open, providing clear information, and delivering on time. When these elements work together, a business can definitely become a household name. 

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Unhappy People Cannot Serve Happiness- Part 2

As a continuation of the last article, creating an enabling environment for employees is key to improving their levels of productivity and making them serve happiness to customers. Employee delivery of a wholesome customer experience can be negatively impacted by the following factors, which can be detrimental to your business if not addressed as quickly as possible. These include: 1. Emotional baggage: Unhappy staff may carry emotional baggage from their personal lives that can affect their ability to serve happiness. Negative emotions such as anger, sadness, or frustration can be contagious and impact others’ moods. 2. Lack of motivation and enthusiasm: Unhappy employees may lack the energy and enthusiasm needed to make others happy. Their negative mindset and low mood may prevent them from demonstrating the cheerfulness and positivity that happiness often requires. 3. Inability to empathize: To serve happiness to others, it is essential to understand and empathize with their needs and desires. Unhappy staff may struggle to connect with those around them, making it difficult to deliver a genuinely joyful experience. 4. Lack of self-care: People who are unhappy may struggle to take care of themselves physically, emotionally, and mentally. Neglecting self-care can lead to burnout, exhaustion, and emotional distress, making it difficult to focus on others’ needs. 5. Inconsistency: Unhappy employees may find it challenging to deliver happiness consistently over time. The negative mood or emotional state may become more prominent and affect their ability to provide a consistently positive and uplifting experience for others. More Winning CX Strategies for the Team 1. Create a working atmosphere where staff feel comfortable to speak about what’s bothering them. Everyone needs a listening ear and having someone to talk to about it helps to relieve the burden no matter how little. 2. Have Team bonding sessions with your employees. Everyone needs some time off work. Periodic fun activities with your team creates a relaxed atmosphere and you might glean a few insights about your staff which helps you know them better. 3. Every human is vulnerable. Earn the trust of your staff during these vulnerable moments. Lend a helping hand and reassure them of your support. 4. Have a financial aid system tailored to help them. It could be a soft loan which can be deductible from their salaries. The harsh realities of present day Nigeria is taking its toll on the workforce. In conclusion, one of the pillar of the success of a business’s customer experience design lies in the happiness of its employees. The satisfaction of a employee is closely tied to the satisfaction of the customer. Indeed, it is vital that businesses factor this into the overall experience design to achieve its goal – increased profitability.

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Understanding your Customers Expectations

It’s often difficult for entrepreneurs to succeed without understanding customers expectations. Changes in customers’ expectations have made many entrepreneurs feel as if they are ill-prepared. My experience as an entrepreneur who has interacted with many entrepreneurs for over seven (7) years clearly shows they all do what is within their means.  However, a customer expectation is not a closed book. I mean an entrepreneur can be guided into meeting customers expectations. Yes, the guide is always seeking better processes for the production of products/services, delivering value, and capturing value ––– the business process re-engineering. In order to possess a better understanding of your customer as an entrepreneur, these are some of the actions to take: 1)  Beyond Product/Service: In addition to having excellent products or services is making sure that your system of delivery is cost-effective and the means of capturing value (receiving payments) has many easy to use options like Point of Sale machine(s), and corporate account(s) for confirming payments. For example, the challenges with the¹ circulation of redesigned naira notes shows that a lot of entrepreneurs have limited options in capturing value. 2)    Do Not Make Your Business Run Before They Can Fly: One rule of thumb is never to put your two feet in unknown waters. Your desire to grow as an entrepreneur should not be in isolation from the requisite knowledge of the business process. You acquire knowledge as you practice what you know and continue to learn better business ways. 3)  Identify challenges Location-by-Location: Every location has its own challenges whether it is a village or city. As an entrepreneur carrying out a research, never assume the challenge is the same across locations. It is the knowledge borne out of the research conducted that will make you outstanding in your business management. This research could be simply an assessment of the practicality of a proposed business plan or method ––– A feasibility study. 4) Make Customer Education A Priority: Change is the only permanent thing in this world, yet greatly feared. One of the fears of some of the customers who refused to make payments digitally in the face cash scarcity in Nigeria was the issue of fake alerts. 5) If You Cannot Innovate, Copy: Business models are not patentable, and copying them is not a crime. You need to think about whether you need to innovate when there are business models that can be copied lawfully. For example, Facebook’s parent (Meta) unveiled its Meta Verified where you pay a fee to get the blue badge which it copied from Twitter’s playbook. Meta did not just copy the business model, it went also for the absolute pricing mechanism, across digital domains of iOS and Google Play Store. Finally, have this mindset that there is more to your business than you know. There is always room for improvement in every business. Start seeking ways to make the lives of customers at ease during buying processes, deliveries and payments.

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How to Thank Customers for Positive Feedback

Many times, you think it better to respond to negative feedback from customers and appease them so they don’t tarnish your image. You forget to respond to positive feedback because you believe, ‘Oh yeah! I’ve won their hearts. When they find someone ready to appreciate their little efforts, they’ll leave. The goal isn’t only to win their hearts but to keep your name on their lips for as long as possible. So, how do you thank your customers for positive feedback? 1. Write a ‘Thank You’ Note Sending a thank you note via email or a card will always be a great idea. Everyone loves to be thanked after they’ve done a good deed. However, do not give into the temptation to be generic, be specific. Make every word count. Send email notes from your personal email, not the company’s. This emits a more personal and endearing feeling for the customer. Address your customer by his/her first name. Not only do you care about him/her buying your products, you remember the little details about them. Begin your note with a heartfelt gratitude. Thank them specifically. If you’re thanking them for recommending your products/services to someone on social media, say so. Don’t sell your products/services in the note. It’s all about them, not you. Here’s a sample: Hi Sarah, I just read your sweet words on my Facebook page about our Summer Lovin’ necklace; I agree that it’s the perfect necklace to wear to summer parties (we were inspired by the birthday party scene from Chocolat when we were designing it). It always thrills me to read about people loving wearing my jewellery, especially since I work online and don’t get to meet my wonderful customers face to face very often. Please don’t hesitate to email me at any time (it doesn’t have to be lovely compliments either). (Sample Credit: Meghannlawrence.com) 2. Give a Gift Giving a gift doesn’t have to be luxurious, it just has to be thoughtful. Your gift can be; a discount, free delivery, an extra product/service or simply sending your product to them for free. Here’s an example: In 2019, Triciabiz on Instagram gave a honest positive review about the ‘Oud’ Sunlight detergent (see below). Sunlight Nigeria put a call through to her and sent her a well packaged gift: The gift made her excited. She posted her excitement on Instagram and got her audience talking about the product. Infact, the comment section showcased them asking to purchase the Oud Sunlight detergent. “92% of respondents reported that a positive recommendation from a friend, family member, or someone they trust is the biggest influence on whether they buy a product or service”- Paul M Rand. 3. Build your Relationship After sending a thank you note or gift, build a solid relationship with your customer. Check up on them once in a while or send them wishes during their birthdays. After all, “a customer talking about their experience with you is worth ten times that which you write or say about yourself- David J. Greer”. Did you find this article helpful? If you did, share with all business owners you know.

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Unhappy People Cannot Serve Happiness- Part 1

“Unhappy people cannot serve happiness” I was privileged to listen to the Founder of Ruff n Tumble, Adenike Ogunlesi, outline the simple yet effective ways she has used customer experience strategies to scale her business to a multi-million enterprise. Her words made me reflect on why it might still be a long journey to the promised land regarding service delivery in Nigeria, especially with MSMEs. It is sad to note that despite the plethora of write-ups and voices clamouring for an improvement in how startups handle their service delivery, little or nothing is being done about it. These businesses often forget that customers now have options with minimal attention span. This means they can easily take their money somewhere else. One then wonders why it seems to be such an unachievable feat. Entrepreneurs such as Mrs Ogunlesi, who have realised the goldmine an excellent customer service offers to a business, have jumped on the train, and they sure are not looking back. Let’s see what these strategies entail below. CX Winning Strategies for Small Businesses The below may sound mundane or even trivial, but you would not know just how powerful they are in bringing huge ROI (return on investment) to your business. Let us examine a few of them: Conclusion The entrepreneurial path is never an easy one, especially in Nigeria coupled with the growing economic difficulties.  As you seek quantitative ways to boost your business, the qualitative weigh twice as much and do not think these are not measurable because they are. It requires a lot of investment. As we round off the first part of this article, be sure to be on the lookout for the concluding part in the next publication. If you enjoyed reading this and think it is useful, please drop your questions and/or comments and don’t forget to share this. Read more: Unhappy People Cannot Serve Happiness- Part 2

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Active Listening: The Entrepreneur’s Weapon

In a fast-paced noisy world, active listening is a must-have skill for every entrepreneur. It’s one skill that helps you satisfy your customers at every point in time. It helps you understand their needs and wants without struggling. Although it looks easy, it requires deliberate effort and consistency. So, how do you go from implementing just ‘look-good’ ideas to implementing actual solutions to your customer’s needs: Have a social listening strategy As an entrepreneur, you most likely engage with some of your customers online. Asides from that, digital media has proven to be a potent tool for entrepreneurs to reach their target audience. You can understand your customers’ thought patterns by studying your digital media insights, industry trends, hashtags and engagement patterns. For instance, taking note of the product your customers make inquiries about the most helps you understand their preferences. That way, you know that stocking more of that product will increase your business’s revenue. Have an open mind In the event that you’re physically interacting with a customer, you must listen to their opinions with an open mind. You should eliminate distractions, resist the urge to interrupt and pay close attention to their body language. Also, train staff to listen to clients without prejudice. Check-in Regularly You may feel that your product/service is the best while your clients think otherwise. To get their feedback, you can send out short surveys or call customers after purchasing your product or using your service. As a model, Safeboda, a bike-hailing company calls customers to find out why, and how they can help whenever they cancel a ride. This little, but significant act goes a long way to retain customers and keep them happy. Bonus active listening skill points to note: Study your competitors and what they’re doing right. Listen to understand and improve. To conclude, see this quote from Peter Nulty of Fortune Magazine: “of all the skills of leadership, listening is the most valuable — and one of the least understood. Most captains of industry listen only sometimes, and they remain ordinary leaders. But a few, the great ones, never stop listening. That’s how they get word before anyone else of unseen problems and opportunities”.

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