Customer Service Encounters the New Digital World, Part II

In the first post of this two-part blog series, “Customer Service Encounters the New Digital World,” we discussed how digital disruption is transforming customer service. This presents both opportunities and challenges to businesses of all shapes and sizes. And without some of the same legacy encumbrances of their larger business counterparts, small businesses can embrace digital technologies faster and with greater agility.

Of course, this doesn’t mean small businesses are doing so. One in four still don’t have a website, and of those with a website only half are responsive and thus deliver good user experiences on mobile devices.

Crossing the Digital Divide

Once a small business has an established digital presence (e.g., website, social media channels, etc.), other aspects of the digital age need to come into focus. Customer service is most certainly a critical part of the digital landscape, albeit one that many businesses miss.

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Customer Service Encounters the New Digital World: Part I

The advent of the digital age dictates that companies rethink how they run their businesses. Customer service is one of the areas where a completely new approach is needed. Once conducted in an organizational silo, customer service touches virtually every aspect of a business.

The digital customer service transformation that is underway not only impacts large and mid-market businesses but also small businesses. The upside for small businesses is that the entry point is much easier for them. Larger counterparts already have significant investments in technology and business processes, and simply bolting additional components onto these existing pieces produces further fragmentation and inefficiencies. Without much of the same legacy infrastructure in place, small businesses can adopt new capabilities focused on a holistic transformation of customer service experience.

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4 Ideas for Small Business Marketing

Unlike large corporations, small businesses mostly cannot afford their own in-house marketing department. In many cases, the business owners are not only handling day to day operations, but also responsible for promoting new products and services.

If you are strapped for money and you do not have a big team, what are your best options to promote your business? Let’s take a look at a few useful ways that can help you enhance your small business marketing.

Content Marketing and Social Media

Many like to think of social media as just another extension of their products or services catalogue. They are, however, overseeing the key word in social media, which is “social.” Users of social networks like Facebook, Twitter, and Instagram don’t visit their “walls” and “feeds” day in and day out just to be exposed to another advertisement. Instead, they want to be entertained or informed in a social, interactive environment.

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