Five Ways to Boost Your Net Promoter Score

Net Promoter Score (NPS) is an index that helps businesses gauge customer satisfaction and how willing they would be to recommend your good or service to other people. It is a handy tool to gain insight into customer loyalty. To effectively boost your NPS, don’t just worry about increasing the number of customers that promote you; take the information you’ve gained from the index to improve.

Here are some ways to boost your score:

  1. Keep Your Team in the Loop

When trying to raise your NPS, your entire team needs to be on board. Ensure that you set SMART (Smart, Measurable, Achievable, Relevant and Timely) goals on your NPS for your team members. Let them know how important it is to convert customers to promoters for everyone from sales to marketing to design.

  1. Simplify the Promotion Process for Customers

The easier it is for customers to share good experiences, the more likely it is that they will do it. You can even offer incentives such as discount codes for people who promote the business. On your e-commerce site, set up a platform where customers can share their positive experiences or send a follow-up email to remind customers to make a review once they have made a purchase.

  1. Stay Engaged

Ensure your customer base is always engaged in your business by interacting with them on social media. Asking questions, holding contests and reading through their comments is a great way to get involved. When customers feel appreciated, there is a much higher chance that they will go out of their way to promote your business.

  1. Communicate with Detractors

You can learn just as much from negative feedback as you can from positive feedback. Pay attention to detractors to figure out what they don’t like about your business and use the criticism as a learning experience. Ask your detractors questions and thank them for providing you with ways you can improve.

  1. Monitor your NPS

Once you’ve worked to boost your score, it’s essential to monitor it consistently. Even if it looks like your business is doing well, the net promoter score is the best way to review customer retention. Remember, the more customers promote your business, the more referrals your business will get and referred customers are invaluable.

Boosting your net promoter score isn’t just about the number. It’s about changing passive customers into promoters at the same time as keeping the satisfied promoters happy. To do that, make sure your staff is involved, the promotion process is easy, you’re engaged with customers and detractors, and you’re always keeping track of your NPS.

 Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

How to Cross-Sell and Upsell

Picture this; you’ve just started a new business, and you’re setting up a home office, so you need a new printer. Your options are to either head to a store or start searching for one online. When you’re looking for a new printer, you’ll most likely need printer ink and paper. Maybe you’ll even need a scanner. Any salesperson worth their salt knows the importance of a multi-faceted approach to sales.

Upselling is encouraging the customer to purchase an upgraded or premium version of a good or service. For example, a printer that comes with ink and paper. Alternately, cross-selling is encouraging the customer to purchase an additional good or service that is related to the good or service they want or need. In this case, the item would be the scanner. Here is how to ensure you’re properly cross-selling and upselling without frustrating the customer.

  1. Upsell Vs. Cross-sell

Be aware of which sales method will get a better result in each situation. More often than not, upselling is more effective than cross-selling. When making a purchase, buyers typically have a specific product in mind. They don’t necessarily want to be bombarded with dozens of other suggestions that will make it challenging to find the product they need. An extraordinary salesperson can evaluate goods or services that will enhance the customer’s experience like in the example of printer ink or a scanner.

  1. Offer Relevant Options

Once you’ve assessed the situation and comprehend whether an upsell or cross-sell is more appropriate, the next step is to ensure the good or service you’re offering is relevant. Continuing with the printer example, it wouldn’t make sense to try to sell this customer a new computer. They would probably recognize that you’re trying to generate more revenue with an expensive purchase, get frustrated and you might even lose the sale. Pay attention to their wants and needs and only suggest products and services that will help them.

  1. Be Transparent

Nobody likes an overly pushy salesperson. Don’t cross the line between persuasion and pushiness. Being honest and up-front is a great way to upsell and cross-sell. Never bury details about contracts and pricing when making a sale. If you demonstrate transparency, you’ll build trust with the customer, and they will be more open to add-ons.

  1. Show Don’t Tell

Don’t just tell a customer that an additional purchase will enhance their overall experience, show them. Whether it’s through reviews, case studies or testimonials, demonstrate the value of the good or service you’re cross-selling or upselling.

  1. Demonstrate Appreciation

So you’ve successfully upsold or cross-sold to a customer, congratulations, but the sales process shouldn’t end here. Show the customer that you appreciate them for trusting your guidance by rewarding them. From a follow-up thank you to a gift to a discount code for a future purchase, these tokens of your appreciation will encourage brand loyalty. If you’re sending a discount code or gift, use this as another opportunity to cross-sell or upsell by giving them or recommending another good or service that will enhance their product.

This guide will help you increase your profits by upselling and cross-selling. The bottom line is additional purchases or add-ons, should always take the backseat to the primary reason your customer is shopping. If you keep all of this in mind, your multi-faceted approach to sales will benefit.

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

 

Conversational Commerce and the Future of Online Shopping

The future of e-commerce is upon us, and with that comes a heavy involvement in social media.  Customers can now view products or services through visual content on Instagram, tap the item and immediately be redirected to the brand’s webpage to purchase it.  Consumers can contact the brand directly (“DM”) with a question and receive an answer in seconds, and purchases can happen immediately via text message. If your e-commerce business has not yet evolved with the conversational commerce space, we recommend starting now.

Conversational Commerce

According to OpenMarket, a mobile engagement subsidiary, over 60 percent of millennials prefer to communicate with brands via text messaging. The popularity of direct messaging with businesses has led to what Silicon Valley experts are calling “conversational commerce.” This new wave of communication allows companies to interact with consumers via text messages, WhatsApp and social media direct messaging on apps including Facebook, Twitter and Instagram. The conversations are a blend of automation and human exchange. Artificial intelligence software is still employed to guide conversations in the right direction, but there is a personal touch as well.

WeChat

China serves as an excellent example of conversational commerce working effectively. WeChat is a messaging app similar to WhatsApp. It was released in 2011 and in 2014, WeChat Pay, a digital wallet service, debuted. It is now an entire e-commerce ecosystem where 90% percent of its 1 billion users purchase goods.

WhatsApp Business

WhatsApp has taken note of WeChat Pay’s success and created WhatsApp Business, a separate app for small businesses, last year. Later in 2019, they are set to release a service that allows users to look for products and make purchases directly through the app.

Stores vs. Online Shopping

There is definitely a level of intimacy missing in e-commerce. In stores, customers can ask sales staff for special help with items. With clothing, for example, they may be looking for a particular wash of denim or for a top to match a skirt. Conversational commerce provides the personal touch that consumers have been craving. Through directly communicating with consumers, companies can replicate the in-store experience in an online space.  However, it’s essential to strike a balance between acting as a personal shopper and a pushy salesperson. This balance can be achieved by providing personalized and appropriate suggestions as opposed to general and vague promotions.

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

Five Ways AI Is Bettering Customer Experience

Artificial intelligence is increasingly making its way into business operations and changing the way customers interact with companies. AI has played a huge part in customers’ online shopping experience since it began and now nearly every major organization is using machine learning’s data collection and processing skills to enhance how various departments function.

AI has proven to be a worthwhile investment for companies as it saves both time and money, but the biggest impact it has made by far is in customer experience. Here are five ways AI has transformed customer experience for the better.

  1. Providing Personalized Experiences

AI is providing personalized experiences in ways that were previously unheard of. In fact, customers rarely have to go looking for the products they want nowadays because personalized recommendations have advanced significantly.

Other examples of AI contributing to personalized customer experiences include using facial recognition to place orders and voice detection to interact with chatbots. These interactive experiences simply wouldn’t be possible without AI.

  1. More Efficient Service

The days of staying on hold in order to get your question answered by a telephone operator may soon be coming to an end. Chatbots and virtual assistants have allowed customers to get answers to common questions in a matter of seconds.

Evidently, human interaction isn’t needed in the era of AI and customers now have the option of self-service.

  1. Improved Availability

Customers are no longer on a time crunch when it comes to getting their questions answered. AI never sleeps and it is not limited to a 9 to 5 workday like customer service agents are.

24/7 customer support can be easily implemented with AI and our increasingly globalized world demands it.

  1. Anticipating Customer Needs

AI makes it possible to create connected customer experiences across various single touch-points. Brands can now put together their insights and data to build a complete picture of each individual customer’s needs.

Machine learning and artificial intelligence have enabled companies to intervene once they suspect a consumer’s loyalty is at risk. Considering the fact that it is much cheaper to retain customers than bring in new ones, this is a highly profitable benefit of AI.

  1. Reliable Customer Service Agents

Despite our best efforts, it’s impossible for humans to always be on their A game at work. Working in customer service day in and day out makes the likelihood of being “on” all the time even less.

Thankfully, AI isn’t capable of getting upset and quitting. Companies can rest easy knowing that their turnover rate won’t be an issue and customer needs will always be met.

When AI is thoroughly tested and integrated into an organization properly, it can do wonders for customer experience. The benefits of AI’s automated solutions definitely outweigh the costs!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

How to Get Your Work-Life Balance Down Pact

The nature of work has changed drastically thanks to technology, and it’s becoming increasingly difficult to leave work at the office. Many of us have also chosen to adopt a fast pace lifestyle that demands our work and home life to be more interwoven than ever before. Achieving the perfect work-life balance has never been so challenging, and workers have begun to recognize the importance of this balance over the past few decades.

In fact, young workers list work-life balance as one of the most important benefits their employers could offer. Even though we can all agree that companies making an effort to provide their employees with a healthy environment is a step in the right direction, this equilibrium can’t fall completely on their shoulders.

It’s time to take things into your own hands, and the following tips will definitely help you to achieve a better work-life balance:

  1. Compartmentalize Your Life

Flexible working hours and remote work are starting to take over the regular 9-5 office job. While many digital nomads have happily adopted this lifestyle and enjoyed the freedom it brings, it does tend to infringe on their work-life balance.

If you’re in this situation, the best thing you can do is not make yourself available all the time. Have set hours of the day put aside to do work so you can spare yourself the stress of always being connected.

  1. Find Ways To De-Stress

Finding things you can do to unwind is a great way to combat all the stresses that both work and life can throw your way. Whether this means curling up with a great novel, getting a solid workout in, or binge watching a new Netflix series – all de-stressors are well worth your time.

Even putting in just a few minutes of me time aside every day will help immensely when it comes to recharging your batteries.

  1. Drop Unnecessary Activities

Scrolling through your social media feed for hours on end every day is not an efficient way to spend your time. Take note of all the activities that aren’t contributing positively to your life or career, and make a conscious effort to reduce the amount of time you spend doing them.

A healthy phone-life balance often translates into a healthy work-life balance.

  1. Communicate Your Needs & Learn To Say No

Don’t be a “yes” person and take on more than you can handle. Even though this may mean disappointing some people in your life, your overall health needs to come first.

Burnouts are all too real nowadays because workers often assume their family or manager are aware of their needs. Communicating and standing up for yourself are absolutely imperative to achieving work-life balance.

Even though there’s no such thing as having the “perfect” work-life balance, it’s still something that’s worth striving for. By implementing these four tips into your everyday life, you’ll be much better off than before!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

What Millennials Want from Customer Experience

It’s official – millennials have higher expectations than older generations when it comes to customer experience.

This finding was the focal point in a recent report from Adobe that surveyed 1,500 American adults regarding expectations and preferences for digital experiences in the media & entertainment, travel & hospitality, retail, and financial services industries. Considering the fact that millennials have grown up in the mobile and digital era, this takeaway is hardly surprising.

Adobe’s 2019 “CXM Index” report also uncovered several other interesting facts about millennial customer experience preferences that differ significantly from that of older generations. Here are three notable discoveries that came from the report:

  1. Instant Communication

When interacting with brands, millennial customers expect instant communication such as receiving email receipts, mobile text messages, or coupons in their inbox following a purchase. Millennials like to be in the know and have constant communication with brands.

Amazon is a company that has fulfilled this desire particularly well with the shipping and delivery notifications they send to customers. Other brands have also started to catch on to this customer experience trend and now use chatbots that make it possible to respond to issues and questions in real time.

  1. Interacting With Computers

Unlike older generations, millennials would much rather engage with a computer than talk to a real-life person. Taylor Schreiner, Director at Adobe Digital Insights, explained, “You can see this expectation that technology will provide great experiences in some of their survey responses. For instance, about half of people under 35 would rather engage with a computer than a human when interacting with a brand. Older groups much more clearly want to talk to real people and expect interactions with people to give them better experiences.”

This finding coincides with the millennial desire for instant communication. Millennials like to do things more quickly and tend to be more self-efficient than older generations, and computers enable them to do just that.

  1. Having Their Voices Heard

Last but certainly not least, millennial consumers want to have their voices heard. The Adobe study revealed that nine in 10 people aged 18 to 34 said they would take action following a bad online customer experience. This action included stopping purchases from the company, telling friends, and posting reviews on social media or a review site. By contrast, survey respondents over the age of 35 were somewhat less likely to take action with eight in 10 people stating they would.

In addition to wanting to be heard, millennials expect a response. The study found that among the people that posted on social media about their bad experience, a total of two in three heard back from the company. Schreiner emphasized the importance of this, stating, “Being responsive to customers is fundamental to meeting their customer experience expectations.”

These customer experience trends are likely to continue for the foreseeable future and as technology advances, consumers will increase their expectations accordingly. The way brands interact with their customers is an ever-evolving process, and it’ll be interesting to see what exactly this entails going forward.

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

Three Reasons Slowing Down Makes You More Successful

Most of us live a fast-paced lifestyle that is driven by a need to do the most and be the best. Work has become the focal point of a lot of our lives, and it’s not uncommon to put in more than 40 hours a week. In fact, being overworked is a bragging point for people nowadays. There has never been so much emphasis on “hustling.”

But just because the “hustling” mindset is prevalent; it doesn’t mean it works. Entrepreneurs actually experience success in their lives by doing the exact opposite and slowing down. Here are all the reasons taking time to think makes you more successful.

  1. Clarity Makes For Better Decisions

A clear mind will make much better decisions than one that’s overwhelmed with things that need to get done. The choices you make determine the trajectory of your career, so it’s imperative to have clarity of mind. It’s much more important to do things correctly than to get them done quickly.

Take some time out of your week to reflect on what has gone well and what can be done better the following week. Also take note of the challenges you face, opportunities for growth, and your overall goals. Even just taking an hour every week to think will significantly improve your clarity!

  1. Being In Touch With Your Emotions is Beneficial

We’ve all experienced what it’s like to ignore our gut instinct about something then regret it later on once it’s proven we were right all along. Emotions are essential guides that need to be listened to, especially when it comes to business. If there’s too much going on all at one time, this will hinder your ability to listen to your emotions and respond properly.

Slowing down is the only way to fully comprehend what is going on around you and respond in a calm, rational manner.  Nobody wants to be around a person that is stressed and angry all the time, and acting in this manner can be a hindrance to success. Take extra time to channel your emotions into positive actions; you definitely won’t regret it!

  1. A Healthy Mind Translates to a Healthy Business

If you don’t take care of your health, there is no way you’ll be able to conduct business successfully. At the end of the day, without your health, you have nothing. This is a notion that most people with super busy lives tend to forget about altogether.

Put time aside to prioritize your health, whether that be through exercise, journaling, or meditation. Taking care of your health will reduce stress and decrease your chances of developing chronic illnesses. If you take care of yourself, everything else will fall into place.

Slowing down is a key to success that isn’t recognized enough in modern day society. Keep in mind that despite what people may say, slowing down doesn’t mean you’re not using your time efficiently. In the long run, your success will speak for itself!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

How to Incorporate Self-Care into your Busiest Days

While hard work is a necessary piece in the puzzle of achieving lasting success, there’s a fine line between putting the pedal to the metal and overworking yourself. In recent years, a major shift has begun taking place where the phenomenon of burnout has become more widely understood in our society.

Burnout occurs when you feel that you’ve hit a wall mentally and physically. It happens most commonly amongst diligent workers who have a guilty conscious about taking breaks due to their lengthy to-do lists that demand heaps of time and energy.

Thankfully, due to the cultural conversation surrounding burnout, people have become more and more aware of the importance of combating the plaguing issue.

Enter self-care. A relatively new term to the cultural consciousness, self-care encapsulates all activities that help one care for both their mind and body. If you’ve ever experienced burnout, you understand how neglecting your needs for relaxation, fun, and even breaks can be the nail in the coffin that leads to the paralyzing and tiring feeling.

If you’re new to self-care, here’s the skinny on how you can prioritize your health and incorporate more of it into even your busiest days:

Move your Body

Regular exercise is one of the keystone factors in one’s overall health and wellness. However, if you’re not the “gym type” there’s no reason to fret! The beauty of exercise is that there isn’t only one way to do it! From walking to work, to doing jumping jacks in your office every half an hour, to swimming laps before you start your day, to getting a membership at a unique pilates studio ­– the possibilities are endless!

Do what you Love

Participating in activities that bring you joy is a way to give your mind a hug during stressful times. As swamped as you may be at work, it’s important that your job doesn’t impede on your ability to do the things that you love.

You cannot bring your best game to the office if you’re not nurturing yourself. Therefore, it’s important to get in touch with what it is that both relaxes and inspires you, such as playing a musical instrument, drawing, or even just taking your kids to the park for some good old-fashioned family time!

Eat Mindfully

Food is fuel. You wouldn’t fill a luxury car up with standard gas, now would you? So why would you provide your body with cheap fuel in the form of empty calories?

Taking the time to do meal prep can make a world of difference for your body and mental state. Coffee isn’t breakfast, and allotting ten minutes each morning to be present and enjoy a balanced meal with hard-boiled eggs, fruit, and a carb is the perfect way to ensure you show up to work with a clear mind that’s ready to greet the day with the enthusiasm you need to thrive!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

The Powerful AI Trends you can expect to see in 2019

After an exciting year of growth in the world of AI, pop culture has begun to accept its place in our society. Unfounded trepidation about AI has dissipated, and people are more willing than ever to get as excited as we are about how AI is changing the nature of work for the better.

At Innovative Vision, we are constantly fascinated by trailblazing technology. Here are the AI trends that we’re expecting to see in 2019:

Conversational Searches

At this point in time if you’re looking to learn more about the best restaurants in a city you’re visiting, you’ll find yourself searching “best places to eat in (insert city here)”.

Soon, however, searches will become more conversational. Consumers will have the option of simply speaking their questions, which will then be potentially met with follow-up questions from the search engine, such as “what type of food are you looking for?” This will result in higher quality results to any queries consumers have!

Advanced AI Assistants

While AI is currently living in the phones and homes of virtually everyone you know, the expectations of what it can do for the consumer are quite limited, such as:

  • Asking Siri to inform you of what year your favourite movie came out.
  • Telling your Google Home to turn off the lights.

In 2019, however, we expect to see the powers of AI enhancing other areas of your home, from your TV guide, your car, to even kitchen appliances!

Simplified Hiring

Finding top talent can be one of the most time-consuming processes if a company does not possess an efficient HR department, hence the purpose of recruiters.

Mya, “the leading conversational AI platform for hiring teams”, is the newest solution to the hiring problem – an AI recruiter! Mya automates outreach and communication across the end-to-end candidate and employee lifecycle. With “her” help, you can wave goodbye to the days of seemingly fruitless interviews and secure the fantastic hire you’re looking for!

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!

 

How Automation Promotes Customer-Centric Business Processes

The technology of automation is advancing remarkably. With new tiers of innovation being reached in this realm all the time, adopting customer-centric automation practices in your company can add immense value to your contact centre CX.

Here’s how automation can help promote a customer-centric experience:

  1. Case Management: The utilization of machine learning can assist in a variety of ways. From predicting case fields, to routing cases to the appropriate agent for the call!
  2. Enhanced Reporting: Automation makes your data analytics more robust by organizing your reporting into sections that illuminate and analyze data, taking the investigative work off your team’s shoulders.
  3. Improved Training: Platforms, such as learning management systems that are linked with your company’s workforce optimization program can be notified when an agent’s performance begins to dwindle. In response, these platforms will automatically respond by informing a supervisor or providing the agent with the training materials necessary to make the correction.
  4. Personalization: With automation, an agent can be swiftly provided with central insights about the customer they are interacting with, such as relevant information about any recurring issues they’ve been experiencing. Furthermore, with a CRM system, your agents will be provided with fine-tuned suggested responses to their issues.

At Innovative Vision, we are passionate about the world of technology. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support, and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.

Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!