Umer Ameen’s Post

Vacations aren’t necessary if you want build something extraordinary, Well, I don’t agree! It can be true to some point but you can still enjoy little moments of your lives while aiming to be the next millionaire of the world, HA! I was on vacation with my wife and my 2 year old son last month. Those 7 days in the mountains really pushed me to FOCUS more on my work now, We as humans need breaks, refreshments, entertainment or sometime a sound sleep to restart, rethink and reshape our lives. Vacations often show us the mirror we refuse to see for months, That is we are humans, we care for what’s happening around us, we care for ourselves, we for our loved ones! . . . While being on vacation, I was thinking of my work and I was able to think of new strategies to apply While being on vacation, I was able to just sit, watch and enjoy the very moment I am in to absorb and not in hurry to do the next big thing of the day While being on vacation, I was able to rethink my whole WHY While being on vacation, I was able to discuss with my wife how to better understand each other While being on vacation, I was able to discuss with my wife how to plan our son’s parental duties While being on vacation, I was able to just do NOTHING!!!! On LinkedIn, we often forget we are humans, we need time, we have a lot more going in our lives than just a business/job Success isn’t just about making millions, but spending the little you have now on your loved ones!!! (Just my opinion) P.S. What your last vacation taught you?

Today I am not going to talk about customer experience. . Today I am going to talk about the core problem why most businesses do not grow & that is; Below Average Product. . You can hire world’s best marketer, World’s best salesperson, World’s best people manager, Or even the world’s best customer experience manager . But if your product doesn’t have what it takes to get a WOW from customers then I am sorry no other department can compensate for this one especially. First rule for any other function to excel is to have GREAT PRODUCT then marketing can do something, then salesperson can do some wonders, and only then a great customer experience will make customers love, stay and spread positivity about your brand. P.S. Can you list 5 of your most loved brands & a specific reason why you love them?

10 things to focus on when building a world-class brand: 1. GREAT PRODUCT 2. GREAT PRODUCT 3. GREAT PRODUCT 4. GREAT PRODUCT 5. GREAT PRODUCT 6. GREAT CUSTOMER EXPERIENCE 7. GREAT CUSTOMER EXPERIENCE 8. GREAT CUSTOMER EXPERIENCE 9. GREAT CUSTOMER EXPERIENCE 10. GREAT CUSTOMER EXPERIENCE P.S. If you can add the 11th after these what would that be?

I have been using a trimmer brand (DingLing) for almost 4 years. There have been only two issues with that product, 1. If that device gets overcharged then it is damaged. 2. It had its own charger & If the charger gets damaged, you can't find that charger easily in the market. And the main disadvantage was that the device had no indicator of how much it was charged. And I had damaged almost 4 devices already! I went today to the mart nearby, Asked for DingLing Trimmer; he gave me I was about to buy then I asked do you have any other options compared to this? He then showed me this brand, A new brand in the market with 20% less price than the DingLing. And the issue resolved in it; it shows battery percentage on the device. And can be charged with any Type-C charger. I instantly bought this. Don't re-invent the wheel. See what options people have in market Make it better & if you can, make it price competitive. Your product/service has to solve at least on problem that others aren't solving. & you need great customer services obviously!!!! P.S. What do you think is the best way to penetrate in a saturated market?

How to stand out in this world of saturation: . There are thousands of businesses in every niche, industry, sector or region. How can any business stand out, if the industry, sector, niche, or even the product is the same as others in your space. I know everyone tries to find & justify USPs of their business but in reality deep deep down, you know you are almost doing the same work as others. Only one solution; EXCEPTIONAL CUSTOMER EXPERIENCE!!! This is the only solution that can help you be remembered by your customers even if the product/services are same as your competitor. There are literally hundreds of jewellers shops in this market Same designs, Same gold, & Even the same rates. (See the picture below of the jewellers market) Everyone is earning their bread & butter but only 1,2 shops that have earned the name for themselves. People come to them with their eyes closed and buy gold from them WHY? Because they provided extraordinary customer service at first. Generations have passed but they still buy gold from them because their grandfathers used to tell them that this shop treated them in a very good manner. If you want to stand out, NEVER compromise on customer service. P.S. Do you know any other thing to differentiate your business if everything else feels the same as your competitor?

3 ways to enhance customer experiences, if your customer support is already outsourced: (If your outsourcing partner isn’t doing all of these, ask them to do so immediately) 1. 24/7 Support Ask them to provide 24/7/365 customer support. They are in different regions, time zones and cultures. Ask them to divide agents accordingly so that customer support can be live 24/7 and they can provide support on your holidays. Because they might have holidays on different days and can easily provide support on your holidays. 2. Advanced Technology Stack Ask them to use advanced technology products/solutions so that their agents can provide better, efficient and timely support to your customers. There are many solutions available already through which you can integrate AI in your current technology stack. 3. Prioritize VIP Customers This might make you uncomfortable at first that you are not treating every customer equally. But regular & high-value customers wants to be treated in a more personalized, attentive and special manner. They feel more appreciated for being loyal and are likely to share this experience of being treated differently in a good manner by your company. Choosing an outsourcing partner is really a scary story for businesses. Lots of time, resources and money being wasted just because they chose someone who can’t deliver as promised. P.S. If you can get FREE trial of services before paying anything and then you can decide to move further, how does that make you feel?

3 things you can do to enhance your customer experience from tomorrow: 1. Personalise Interactions Try to personalise every interaction your team is going to have with your customers. If you treat your customers like robots they’ll instantly feel a gap between your company and themselves. 2. Continuous Training of your Agents Try to train your agents every then and now to learn new technologies, emotional intelligence, critical thinking and how new generation wants to communicate with businesses. Everything can be taught to agents with right tools, resources and trainings. 3. Review Customer Feedbacks Sit down and see everyday what your customers has to say about your agents, your business and your products. Think of every possible way to improve what needs to be improved. These are totally actionable steps you can start following from tomorrow to enhance your customer experiences instantly! Can you think of some other strategies that can be applied instantly?

Reality check for businesses: Acquiring a new customer can cost five times more than retaining an existing one. Yes, you heard that right! It's like spending five times as much on a flashy new outfit when you could simply spruce up the classics already hanging in your wardrobe. Research shows that repeat customers spend 67% more than new customers. Imagine you've got a bakery. Your loyal customers, who come in every morning for their croissant and coffee, are likely to splurge on that extra éclair or two. Meanwhile, the new guy might just grab a basic loaf of bread and be on his way. According to Bain & Company, a mere 5% increase in customer retention can boost your profits by 25% to 95%. Happy customers are unpaid marketing team. A study by Nielsen found that 92% of people trust recommendations from friends and family over any other type of advertising. So, if you're delivering stellar service, your customers are doing the hard work of spreading the word for you. An unhappy customer is more likely to share their bad experience than a happy one. In fact, they will tell an average of 15 people about their poor experience. Conversely, a satisfied customer tells an average of 9 people. Investing in exceptional customer service isn't just a good idea—it's a necessity! Still I can help you save a lot in customer support costs. Do you think you can ignore these facts and still build a business with poor customer services?

$62 Billion is being LOST by businesses every year due to bad customer experience in USA only!!! Think about how much is being lost worldwide!!! Just because you don’t care enough or you think your competitor has the same level of customer service as yours and he is growing despite that? You need to step up to raise the bar high for your competitors and not wait for them to raise the bar high for you to follow! . I keep saying this acquiring customers is far expensive than retaining your existing customer base. SHIFT your FOCUS to retaining, improving, helping and reaching out to existing customers - Build relationships more deeper. NEVER compromise on your customer services. Do you think you can build a brand without great customer services in 2024? P.S: If you need help hiring, managing or outsourcing customer support in your business, shoot me a DM!

"Hire elite customer support talent at 50% lower cost" . Everyone in my circle saying why are you representing yourself like you sell something cheap or of low quality. . I was amazed to see how people perceive it. . If I would've told you that I have something that is half of the price you are already paying and of the same quality, wouldn't you be interested? . I am clearly stating that I have resources that you take advantage of at half of the cost that you are already incurring due geographical differences. (I am in Pakistan and we have a lot of talent here ready to be hired) Why should I use fancy taglines on my profile? It is as simple as that! I help businesses hire best customer support talent at 50% of the cost that they are already paying in their home country. Why I have to keep these secrets inside my head only? And shouldn't communicate beforehand?