Cbeyond Shares Five Tips on Creating Fans for Your Business
Cloud and Network Services Provider Offers Strategies to Help Businesses Serve
Customers, Build Brand Advocates
ATLANTA, June 27, 2013 (GLOBE NEWSWIRE) -- Cbeyond Inc. (Nasdaq:CBEY), the
technology ally to small and mid-sized businesses (SMBs), today offered its
top five tips to help businesses better serve customers and build brand
The guidelines, part of Cbeyond's "Technology Ally" best practices series, are
designed to help SMBs understand and leverage the critical role satisfied
customers can play in promoting and growing their business.
To create fans for your business, Cbeyond recommends the following five best
1.Listen to Your Customers. The first step in serving customers is to start
listening. Create channels that make it easy for customers to provide
feedback. Develop a formal customer feedback process that lets you hear
firsthand what it is like to do business with your company. And don't just
ask one time. Be sure that your feedback processes include multiple touch
points. A customer's experience may be very different at installation
compared to when they are using your services and receiving a bill so be
sure to keep a pulse on that relationship. There is no better market
research than your customer's own words.
2.Act on Feedback. Listening without taking action undermines business
success so make course corrections where necessary. Respond to feedback –
both positive and negative – and use your customer's input to improve
business operations. Monitor and quickly fix trending issues across your
customer base. For example, if multiple customers express confusion
regarding a particular product installation, set up a demo account and
test the process yourself. You may find that you will need to assign
employees to assist with the initial set-up process. Responding quickly
will impress your customers and will probably help you find new
opportunities for efficiency and productivity as well.
3.Personalize Your Approach. Businesses typically encounter a different
set of problems that need to be solved over time. As a result, they tend
to do business with those firms that take the time to learn their pain
points and repeatedly offer solutions that meet their specific needs. As
in any relationship customers want to feel valued, so find ways to make
them feel important and personalize their experience with your
organization. Refer to them by first name, pay attention to their buying
habits and take the extra step to show you value the relationship.
4.Build Service into your Business Culture. It is common knowledge that the
cost of acquiring a new customer is greater than the cost of retaining a
current one. Make customer relationship management an essential part of
your business culture to improve your relationships and your bottom line.
Be sure to ingrain the importance of customer service throughout all
levels of your organization. Sharing customer feedback with all employees
involved with a particular account and making that information easily
accessible is critical.
5.Be Disciplined. Educate your entire organization about expectations for
service quality and share ways to best serve customers. Also establish
programs for consistently measuring customer satisfaction and any
unresolved issues. It all comes down to creating a culture of service.
Ensure employees have the tools and expertise to deliver service that
gets results; they should feel empowered to raise their hand if they know
they are unable to meet the needs of customers.
The most powerful marketing tool is a recommendation. If a business
establishes an environment in which employees are focused on delivering what
customers want, companies can create a powerful group of brand advocates since
happy customers will stay longer, buy more and refer your organization to
"At Cbeyond, understanding what our customers are saying about us is a
discipline," said Terry Trout, vice president, Service Delivery at Cbeyond.
"This practice has greatly contributed to our success since more than a third
of our business comes from referrals. The key to serving customers better is
to listen, empathize and respond accordingly."
SMBs should also consider leveraging social media in their communications with
customers.According to the Summer 2013 Cbeyond Business Leader Snapshot™,
almost half (47 percent) of business leaders surveyed now consider social
media critical to their growth (including LinkedIn, Facebook, Twitter,
Pinterest and Google+), with social mobile (Foursquare, Scoutmob, Spotify, and
Googlemaps.) also considered important (at 22 percent).
To view a social media version of this press release, please click here.
Cbeyond, Inc. (Nasdaq:CBEY), a cloud and communications services provider, is
the technology ally for small and mid-sized business.Our private,
proactively-managed IP network connects customers to voice, data and
enterprise applications hosted in our award-winning cloud data centers.Since
1999, Cbeyond has served the unmet needs of businesses through technology and
service innovation.We were the first company to build an all-IP network
specifically for small businesses and among the few to offer consultative
sales and service professionals onsite.Today, our expanded portfolio helps
customers reduce the burden of outlaying capital and manpower to manage
infrastructure.Creating an exceptional customer experience is in our
DNA.It's why more than a third of our approximately 60,000 customers come
from referrals.For more information on Cbeyond, visit www.cbeyond.com and
follow Cbeyond on Twitter: www.twitter.com/cbeyond.
CONTACT: Media Contact
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