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How Do You Use LinkedIn?

 

LinkedIn has been a fantastic social media site for professionals – I’ve often referred to it as the “Facebook for business” and the “underdog of social media.” It grew quietly and has become a great resource for networking, lead generation, and recruitment over the last couple of years.

 

The infographic below shows data on how people are using LinkedIn, what benefits they get, and when people use it. Some of the more interesting statistics include:

 

79.6% of LinkedIn users utilize the groups feature most often. I’m not surprised to see this number increase over years past. Before, many users did not take advantage of the LinkedIn Groups, but this is a wonderful feature for people to connect with others, show their expertise, and learn more about their industry.

 

64% of LinkedIn users utilize the “Who’s looked at your profile” feature. We can’t help it – we want to know who’s checking us out. This is a great way to find new connections, potential lead generation, and to see what types of people are drawn to your profile. While this is great for LinkedIn, I think Facebook would come to a screeching halt if they ever implemented this feature. Just food for thought.

 

Interestingly, this infographic does not illustrate that people are using LinkedIn for lead generation and/or employment purposes. If this were to be revisited a year from now, I would guess that these two tasks would make it to the infographic. More and more companies, especially in the B2B segment, are using LinkedIn for lead generation. As a B2B company, we have gained several new contacts through LinkedIn over the last couple of years.

 

Similarly, employers are using many different methods to find and vet potential new employees. While most check out the potential hire’s blogs, Facebook, and Twitter, LinkedIn can be a great resource to learn more about potential candidates.

 

Take a look at the infographic below and let us know what you think. Are there any surprises? How do YOU use LinkedIn, and how often? We’d love to hear from you!

 

 

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The Power To Be The Solution

 

IT IS IN THIS MOMENT YOU HAVE THE POWER TO BE THE SOLUTION…

 

This is a great quote – imagine if each of your employees could say the same thing! One complaint that businesses hear from dissatisfied customers is that their issues weren’t resolved at all, it took too long, or they had to talk with several employees in order to resolve it. This doesn’t lead to returning customers; first call resolution is the best bet in keeping customers happy, but more often than not, it seems like employees do not have the ability to handle customer complaints on their own.

 

How many times have we heard, “I’ll have to get a manager to help you” or something similar.

 

Enterprise Rent a Car recently launched a commercial along this very theme – it’s a great commercial that lets customers know that they can handle your issues as they happen. As the commercial says, “If there ever is a problem, we all have the power to make it right.”

 

What a great message! Take a look at the commercial and think about the message your company relates to customers with regard to resolution of issues and problems – can you do better?

 

 

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Customer Service Statistics

 

Customer service and customer experience are two buzz phrases used frequently in the business world – companies are trying hard to make sure customers are satisfied and continue to return. But, how are we doing?

 

I came across an interesting Slideshare presentation that includes 75 customer service facts and quotes. I’ve shared it below, but wanted to highlight some of the more interesting figures:

 

Of your dissatisfied customers, you will only hear from 4% of them. The other 96% don’t complain, and 91% of them just won’t come back. Customer feedback can be hard to obtain – people don’t always want to share feedback or take time to fill out a survey. There are others who think that they shouldn’t “waste their time” giving feedback because a company won’t do anything about it.

 

What you can do: make sure feedback options are plentiful. Offer multiple ways to offer feedback so customers are more inclined to do so. Try a more “in the moment” feedback option, such as a Feedbox program. When you do hear negative feedback, be sure to address it publicly to let customers know you care and will do something to make the next experience better.

 

70% of customers will do business with you again if you address their complaints. Listening to customers and trying to “make it right” with them can pay off big time in the long run. You can reduce that 91% statistic above if you take the time to resolve customer conflicts and dissatisfaction.

 

80% of businesses feel they provide superior customer service, while only 8% of their customers think they do. That number is staggering; if you are seeing this disconnect in numbers, it’s time to investigate why customers do not feel you are providing the service you think you do.

 

75% of consumers feel it takes too long to reach a live person on the phone. With phone tree hell and voice activated prompts, customers can easily get frustrated. Use an objective method to evaluate the process by which customers are assisted on the phone. Incorporate subjective feedback into the process to make sure your customers are heard. There could be some easy fixes to make the phone experience more efficient and pleasant for your customers.

 

Take a look at the other statistics and quotes, and use it as a discussion point within your company. How do you perceive your customer service levels? How does your customer perceive them? If you haven’t done research in some time to learn what your customer and employees are thinking, you may want to invest in programs to measure the experience from all angles to make sure you’re doing all you can to provide excellent customer service.

 

 

 

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