February 19

The Superpowers of Outbound Telemarketing

ftContrary to inbound calls which only focus on inviting the already-interested population, outbound telemarketing goes out of its method to achieve a far bigger ‘ocean of possible clientele’. It has the marketing ability of a ‘Superman’, the flexibility of a ‘Black Widow’, and the resourceful ability of a ‘Batman’. Aside from lead generation, outbound calling can also be used for appointment setting, call to invite campaigns (Webinar/WebEx) and data profiling solutions.

An outbound call is one that is initiated from a call center agent on account of a call center or a client. It is a type of direct marketing wherein a specified crew approaches would-be customers and feature products or services over the phone or through web conferencing. Calls can also be implemented for many functions – surveys, data profiling and so much more.

Here are the superpowers of outbound telemarketing:

On Lead Generation: Outbound calling does have its perks – and it comes with getting to a wider population. According to Small Business Chronicle, ‘the main function of outbound marketing (outbound telemarketing included) is to draw in customers and make them conscious of a product, service or a brand’s name’. In addition, outbound calling is effective in turning cold customers into hot leads. As mentioned in Chron, ‘the primary feature of outbound marketing is that consumers are acquainted with it. The medium does not get away of the message, as it can with inbound marketing, which is presented via technologies that many consumers still struggle to comprehend and to trust.

On Call to Invite Campaigns: It is never sufficient to send out a lengthy email about the benefits of a distinct webinar or training course, or to merely post it online. It is also pointless to schedule a training date devoid of potential participants – or to simply wait for a registration, which is undeniable damaging to your business. If you have a webinar about a certain subject, it is crucial to find a number in line with the webinar that you plan to offer and tap in to that population.

If you have a training course relevant to engineering, it would be favorable to have a record of possible attendees that are engineers/related in engineering. Cold calling not only lets possible attendees become conscious of your training course, it also lets them become familiarized with your company – if ever they are interested in some other subjects that you feature. Moreover, a cold call from an agent answers their queries right away, such as the CEU they will obtain, your company’s accreditation – thus enhances the chances for a registration.

On Appointment Setting: Larry Myler, in a short article on Forbes, expounds on appointment setting, ‘it is viewed as to be one of the most problematic parts of business development and also the most common barrier in developing a company by increasing its sales’. Through a wider population reach of outbound calling, there is a certain possibility in converting cold customers into hot leads. It is rarely enough to have a small number of semi-interested customers (as in the case of inbound marketing), it pays to go out and look for would-be customers.

On Data Profiling Services: Outbound telemarketing is probably the most effective way to improve data profiles. As outlined by Louise Robinson, Managing Director of CG Consulting, ‘US-based business-to-business marketing research and analysis firm Sirius Decisions estimates that 2% to 3% of a marketing database goes bad every month’. To hasten updating, a handy outbound call is enough to do the job.

72Solutions is a well-established lead generation service provider dedicated in lead generation, appointment setting, data cleanup and profiling, and outbound marketing. 72Solutions values relationship, we are wholeheartedly dedicated in our services and sincerely devoted to both our clients and their customers.

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February 17

Hong Kong’s Most Renowned Tailor

cttMy girlfriend Renee is a travel addict who goes on four international trips a year, and she really wanted to travel to Asia for the first time. After much research, we decided Hong Kong would be a great first trip to Asia. Once the tickets were booked, I bought a Fodor’s travel guide and was delighted to discover that getting a custom or bespoke suit is a popular activity in Hong Kong, and some of the world’s best tailors are based there.

Much internet research and the travel guide made it clear that Sam’s Tailor is the place to go for the best combination of quality and price. His list of customers include several US Presidents, European Royalty, many Hollywood actors, and even the late Michael Jackson. I was intimidated but according to everything I read the suits are surprisingly affordable, and the owners and their staff are pretty approachable. I had pretty much assumed that I would feel like a commoner among VIPs but I figured it was worth it to get a truly world-class bespoke suit custom-made to my not-so-svelte physique. In the process, I learned seven important lessons about world-class service:

1. There is power in relying on great reviews and referrals instead of marketing:

Kowloon is the area where most of the tailors in Hong Kong have their shops, many on Nathan Road. The moment we got out of the amazing MTR subway system, sharply dressed young men accosted us from every direction trying to bring us to their tailor shops. If I hadn’t done my research ahead of time, I would probably have ended up with a cheaper but not nearly as nice suit. Luckily, I was armed with my trusty Fodor’s guide and walked right past their advances as we looked for 94 Nathan Road. After a few minutes of walking around, we finally found the small building at the correct address and walked in. Sam’s store is tiny and tucked towards the back. He uses no runners to bring customers in; those like myself who come in are either return customers or have done their research and know that they want a suit from Sam’s and are unwilling to consider cheaper but unproven alternatives.

2. Make everyone feel like royalty:

We approached the store and immediately noticed the dozens of autographed photos of his distinguished clientele adorning the window: Bill Clinton, John Boehner, both Presidents Bush, Princess Diana, Prince Charles and just about any other politician and celebrity you can imagine. I knew I had come to the right place but was afraid of feeling really out of place. I was halfway expecting something like “And who are you again?”.

We walked in and were immediately welcomed by Manu, one of the two sons of the original Sam who is now retired. He’s a very kind, soft spoken man. I told him I wanted a suit, and within seconds, he pulled out three big books of fabric samples. I told him I wanted something in a solid charcoal color, and he showed me to the correct section of the book. Renee helped me choose the fabric as Manu waited very patiently and offered helpful advice, never hurrying us. For him this is a routine, every day, small transaction. For me, it’s a significant investment, and I really appreciated that he made no attempt to hurry our decision. He made us both feel like royalty. We were standing in a tiny 100 square foot store with 8 staff and 15 customers, and he kept us from feeling claustrophobic and made us feel special throughout. He even hooked us up with a can of beer for Renee and a bottle of water for me, since I don’t drink beer, on all three of our visits to his shop. By the last one, we felt like we were visiting family.

3. Ask the right questions to help the customer make good decisions:

I was wearing jeans, a superhero t-shirt, and a $6 backpack we had bought in a street market. I hadn’t shaved for 3 days. I did have one of my formal Brooks Brothers shirts that I pulled out of my backpack and put over my t-shirt to ensure an accurate measure. He spent some 45 minutes getting to know me, asking what kind of work I do, what industry I work in and what my current wardrobe looks like. He asked if I wanted two buttons or three, when I didn’t quite know how to respond, he confidently told me to go for two buttons. Since he had taken the time to get to know me, I felt very comfortable following his advice.

4. Make your product truly premium and don’t discuss price until the end:

I had a decent idea of what the suit would cost from my research, but I was very surprised after we chose the cloth because they started measuring me without having discussed price at all. He asked me how many suits I wanted, and I told him one for sure, but maybe two depending on price. He helped us choose a second fabric, a lighter charcoal color, and then said he could make two suits for a very reasonable price, around what I had expected to pay for one of his suits. Price was not discussed until then, after he had spent some 45 minutes getting to know me, had helped us choose the material, and had measured me. By the time price was discussed, I was sold and was 100% sure he’d take good care of us.

5. Up-sell with the customer in mind, not just to increase sales:

Next, he asked me how many shirts I wanted. I told him I wasn’t planning on getting any shirts and explained that I’ve had a hard time finding shirts that fit me just right and use custom Brooks Brothers shirts that are very expensive because they have the right fit, but I hate that their colors are so traditional that they don’t make solid shirts in red, my favorite color. He pulled a new book of materials and helped us find the solid colored ones. I found a beautiful tone of red and imagined myself in my shiny new red shirt. He showed us the price for each shirt, some 15% under what I normally pay for them and gave us some time to chat about it without any pressure to buy. I ended up deciding to get the red shirt, a dark blue one and a pink one. My Brooks Brothers shirts are monogrammed with my initials just above the breast pocket, I figured they probably couldn’t do monogramming since he didn’t mention it, and I figured I was okay with that to try his shirts out.

6. Ask the right questions to help the customer make good decisions:

We came back the next day for a second fitting, this time with a halfway constructed jacket and pants. They asked me a bunch of questions on how they felt and whether I wanted any changes. I could already tell the suit was truly going to look awesome. That fitting was pretty quick. At the end, they asked us when we were leaving Hong Kong and agreed to have the suit ready the day before.

We toured the city hard for the next several days visiting everything we had planned and were thoroughly impressed. On Saturday, when it was time to pick up the suits and shirts at Sam’s, we showed up a few minutes ahead of time very excited to see the end result. They welcomed us as they had the first few times and got us drinks while they retrieved our purchases. The suits are absolutely beautiful, and I tried them on in case I wanted any last second adjustments, none were needed, they truly fit like I was born to wear them. We were surprised to find a label stitched on the inside of each suit jacket that reads “Specially Made for Mr. Antonio Canas”. After verifying everything was in order, they packed them up in a very nice travel bag for our long trip back to California. The shirts were in a clear plastic bag inside a reusable green bag proudly marked “Sam’s Green Bag #SamsTailor”.

I pulled the red shirt out and was delighted to discover they did put my monogram on the usual spot without having to ask for it, or getting charged extra. They even had the foresight to make it white on the red shirt instead and black on the lighter colored shirts. The overall attention to detail on everything was thorough, and the overall experience was better than any other retail experience I’ve had.

7. Make it easy for the customer to give you future business:

After we told them everything looked great, they handed me back my receipt with a new piece of paper attached to the front. “When you’re ready for the next order, you just email us with your customer number, and we’ll mail the order anywhere in the world, no need to visit Hong Kong” Manu explained. Needless to say, they have gained a lifetime customer and advocate. If you visit Asia, try to spend 2-3 days in Hong Kong and go visit Sam’s. Tell them I sent you, although he’ll treat you like royalty no matter how you found his shop.

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February 15

Staying on Top With Lead Generation Services and Outbound Telemarketing

crA lead generation service by means of outbound telemarketing is a significant factor in building success. The service includes taking time and energy to feature great systems and solutions to possible purchasers. For example, lead generation providers help enhance brand knowledge. When it comes to this, it means sending the content out to potential end users via social media, telemarketing, emailing, and so on. As the offsite firm gets the sales communication out efficiently and starts to gain clients, the next step is to further boost brand awareness through recognition.

This type of service uses numerous sources to create better gains. Some of these effective approaches, such as in outbound telemarketing, are done by way of automated media such as print media and social media. It is also significant for BPO agents that, whatever sources are used in creating leads, they make sure to do follow-up calls on the leads, and perform precise evaluation out of those methods.

To bring in more and more leads, the outsourcing agents make sure to generate a favorable perception on the prospective clients. This positive perception is gained by rendering remarkable customer service. Naturally, there are customers that are fastidious. But regardless, the team will do just about everything they can to aid the clients. In addition, to set a superior perception, the agents show genuine understanding and priority for their customers. In line with this, they take care of their client companies by enabling them have an understanding of any guidelines associated with the service plan to avoid confusion.

The lead generation services also obtain a record of prospective leads through some promotional methods, although this may not have reliable information particularly about the financial predicaments of prospective buyers. What the agents do is get a hold of the possible leads at an optimal time frame so as to collect some personal information. If some of them are reluctant to demonstrate private data on the telephone, the lead generation agents can do a follow up or post an electronic mail in an attempt to deliver more positive effect. As a result, there will be additional leads in the pipeline for the client businesses.

How to thrive with the Guidance of Lead Generation Expert services

By deciding to obtain services such as outbound telemarketing, companies can improve their businesses both offline and online. They can ensure financial protection by means of the increase in sales and profits, thanks to reliable lead generation program provider in the state.

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February 12

Perception Is Fact!

i9As business owners we can tend to fall into a big trap when we assume our customers will accept our word that our service is excellent and better than every body else’s.

This is something that is wrong and it is something that needs to be understood.

You see just because you say it doesn’t mean I (as the customer) will believe it. I need to try it out before I will take your word for it.

Why? Simple, because I along with every other customer or consumer out there have been feed the whole “we look after our customers” line so many times that we just don’t believe it any more.

What a lot of businesses do is they make the mistake in assuming that they can change someone’s perception by using fancy marketing ploys.

You see my perception of your service and your business will become fact in my head. If you say you care about me in your advertising and I then experience the opposite, then all of that money spent on attracting me to your business has gone down the drain.

This is why it is so important why the owners or the managers of the business need to ensure they have their fingers on the customers pulse and not on what they want the customer to believe.

You need to make sure you see what the customer sees and experience what the customer experiences.

When was the last time you had a real hard and thorough look at how your staff are servicing your customers or clients and what the reaction of that service is from your customer’s perspective?

Too many times we just assume everything is going well if we don’t get any negative feedback from the customer. But the customer has choice these days in taking their business elsewhere so most of the time you won’t even hear about a complaint as the customer will just leave and say nothing.

I am a bit different to most customers. Most of the time I prefer to say nothing if the service is bad, but when it is so bad that you are left gob-smacked then I just have to say something.

Recently I took my family away for a few days up the coast. One night we decided to eat out at a restaurant and my wife felt like a particular type of food.

So we all walked into the restaurant and waited for a little while and we were then promptly seated at our table.

After a little while the owner of the restaurant came to the table next to us and started having a conversation with the people at that table how business was very slow at that time.

We sat at our table for over 20 minutes without anyone coming over to us to take a drinks order or to even give us a menu. As our youngest daughter was starting to fall asleep at the table I suggested we just go somewhere else to eat.

We got up and as I was at the front door the owner came up to me and asked why I was leaving.

I politely explained to him that we had waited for a while but due to the time and our daughter being ready for bed we would just find somewhere else to eat.

What he said next just floored me. He said “why don’t you just (swear word) off to McDonald’s as that is where you belong. We are a classy establishment that doesn’t need customers like you anyway” Now two things have to be said here.

1. I would have preferred McDonald’s anyway.

2. His perception of his establishment was not my perception. By that I mean I would not find the restaurant classy at all due to the experience that I had there.

You see on one hand he complains to people that business is slow but doesn’t do what is necessary to change that outcome.

All he needed to do was serve us and they would have made more money that night.

I know that this may be simple, but it is the simple things that will grow a business if done correctly.

If only he had seen things from our perspective that night he may have seen a hole in the way that his business was running. The best way you can change your business to be in line with what your customers want is to listen to them. It costs you nothing!

Now my perception of that business is fact in my head. No matter how much advertising he does to win me back, I will always go back to my experience there. Until you understand what the perception of your business is in your customer’s eyes, you will constantly miss the mark with them. You will spend a lot of wasted time and money on nothing.

So what do you think you have to work on in your business?

Are you too busy trying to get your customers to accept your brand of service as the way it is going to be, or are you open to listening to their perceptions of what they actually experience?

Because don’t forget, the customer’s perception is now fact to them. It is your job to change their perception if it is a bad one to one that is now positive.

The only way you can do that is by understanding why they have the perception that they do.

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