New here? This is Inbox Hacking, a Free Newsletter for Awesome email marketers wanting to level up. Email marketing insights, tools, & tactics sent twice per week. Someone forwarded you our Newsletter? Sign up for your Free subscription. Todayâ we highlight an Oracle report that shows where brands are screwing up with customer service.
Happy Motherâs Day to those of you I wonât be able to hug in person come Sunday. If that got awkward, it’s not you, it’s me.
Letâs focus. Brands far and wide are screwing up like itâs going outta style. Used to be delivering subpar customer service was a major problem. Subpar is now a step up for many organizations.
Oracle did an in-depth report on this problem which is an opportunity for you to blow right by thoughtless companies that couldnât care less about âDear Valued Customer #4398423.â
Letâs look closer (+should customer service ever end?).
B2B Businesses Arenât Above Providing Good Experiences (are they?)
âAfter all, B2B service experiences are, at their core, person-to-person interactions. So what can B2B companies learn from how consumer-oriented companies operate?â ~Oracle report
Survey saidâŠ
- 76% say having a great experience with one industry raises their expectations for the customer service they receive across other industries.
Translatedâ brands doing it right are messing it up for the 24% who ainât got time for that (âthatâ, being customers who fund no-customer-service brands).
- Even higher expectations from the 82% of Gen Z and Millennials who expect more after great experiences.
Younger folks have a habit. They flick past content and companies in a blink. They know other brands await on the next screen.
- What produces positive experiences? Consumers ranked customer service above pricing (58% to 54%).
Pricing matters but beware competitors willing to go outta business faster than you. A poor race to enter. This biz-minded professor agrees.
âOur research indicates B2B service experiences are held to the same standards as consumer experiences.â ~Oracle
Which 4 industries know what they’re doing?
Shadow These Industries for Top-Notch Customer Experience
The report found these industries ranked highest for customer service.
- Hospitality
- Retail / Consumer Goods
- Financial Services
- Consumer Electronics / Tech
The first two are case studies in patience. Which is a tough task.
Have you seen the jerks at hotel desks complaining about tiny inconveniences? How about retail return centers, aka hell on Earth full of pajama-clad weirdos?
Yes, customers and clients can be jerks and are not always right. When possible, jerks should be weeded out. Unless you enjoy having employees quitting left and right. See The Great Resignation.
But for the 99% of decent huggable people you want to keep as paying customersâŠ
Give âem What They Want
đPeople donât have time to stay on hold when they need human customer service.
âłThey donât have 30 minutes to go through 21 steps.
đAssistance is expected as problems hit, not just 9-5.
Those three things are not easy to accomplish, especially for smaller businesses.
But every business can provide friendly service, which matters the most to 40% of consumers.
*Make it light on yourself. Issues that pop up repeatedly have to be corrected to preempt the next 99 calls / emails about the same problem.
An ounce of preventionâs worth a pound of crypto. ($28,111 BTC đ)
Example: FAQ pages. How many of those frequent issues could be solved before a customer even has to read the FAQ or hit up ChatBot Scott for help?
Closing Argument for Better Customer Service
Business is as competitive as itâs ever been. Donât care which industry.
Plus, pennies are being pinched with inflation spiking eggs, fuel, and drug prices. Even legal ones.
And simply treating your clients and customers better than the competition could (or will), is an easy advantage that brands shouldnât ignore.
Keep reading for BS straight-talk + more fresh marketing stats.
Knowledge Base
âĄKnowledge is powerâŠ
E-biz Newbie? Cool. 8 steps to an online business.
đżAre B2B brands missing out on YouTube Influencers?
đHow to get in Gen-Zâs pocketbook (49% sales increase example)
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Self Help
The trouble with advice?
Much of itâs bad.
For you and me anyway.
Sure, it worked for the well-meaning person handing the advice out.
But thereâs no way to know if youâll see similar success.
Worse, thereâs no time to test every slice of advice served up.
What do you do then?
At minimum, learn to weed out BS.
Youâll free up more time to test less-bad advice.
*Shout-out to Inbox Hacking Subscribers â
đšđŒâđŒDaria at Ven (marketing)
đ€đŒKatrina at One (poverty fighters)
Facts and Stats
- 30% of marketers don’t use AI because they believe it sometimes produces inaccurate info (HubSpot)
- 78% of US consumers say helpful customer service agents are the top contributor to a positive service experience (Oracle)
- 95% of B2B buyers say video plays a vital role in deciding to move forward with a purchase (BrightCove)
Bonus: Out of 53 industries, which one had the highest unsubscribe rate (Feb. 2023)? Restaurants.
Use this engagement trigger to 3x your open rates
Thereâs a new technology that enables you to send more engagement triggers to your list.
This creates a virtuous cycle that boosts your reputation, deliverability, sender scores, and IP health â all at once. Brands leveraging this tech are doubling, even tripling their open rates (while increasing overall click volume).
Schedule a Free Demo of Inbox Mailers today because ramping up open rates and click volume boosts your brandâs bottom line.
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Keeping your nose clean.
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Get Hacking
Watching webinars takes more effort than scanning an email or article.
I mean, you gotta heat up your microwave for the popcorn, and thatâs just step one!
Seriously though, you can discover insights in webinars you wonât find elsewhere.
Thatâs why today’s hack is to schedule time to watch 3 email marketing webinars before May closes out. Youâve got 20 days. Tick, tickâŠ
Options to watch and learn below:
- Validity
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- Inbox Mailers (sponsor of Inbox Hacking)
- Join GURU Live in November
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