Category Archives: First Impressions

virtual event

2020 Gone Virtual

It’s 2019 and you’re looking at all of the calendar events for 2020 thinking “wow, this is going to be the year!” July 4th, scheduled to be on a Saturday, Halloween on a Saturday, Christmas on a Friday and even Cinco de Mayo to fall on a (taco) Tuesday. These dates did not change, but so many other things did. In the year of 2020 people and businesses had to drastically pivot from their every day routine and transform their lives into something we will never forget!

Non-essential workers created space in their homes to become an office, while many parents had to also carve out space and time to assist their children with virtual learning. As tough as it may have been and still is, it’s also amazing at how individuals were able to overcome these drastic changes and conform to the new “norm”. Businesses especially had to get very creative and find a way to keep things status quo while also continuing to drive revenue. Virtual events became the new best thing with the help of platforms such as Zoom. Being able to connect to customers and not skip a beat is proven to be so valuable in today’s virtual world.

A few organizations come to mind for having innovative virtual events this past year. STEPtember an annual fundraising event for the Cerebral Palsy Alliance raised over 1 steptember1million dollars joining everyone together virtually. Teams of four worked together to track their daily steps and activities and then recorded their progress on the STEPtember website. This site even offered trainers and tools to help you along the way with motivational messages and fundraising tips! Getting people to stay even more connected through social media with the hashtag #STEPtemberUS

foxTour de Fox, led by The Michael J Fox Foundation is a yearly fundraiser for Parkinsons where people come together to raise money by cycling. This year they had to “shift gears” and went virtual. Participants were able to join by cycling outside, or even hopping on a stationary bike and had the ability to choose their own route and distances. This year a record 5,000 people virtually participated- wow! Not only did this increase their donations for the year, but more people were involved to help spread the awareness. They have currently raised over $500,000 this year.

These two examples alone can’t help but ponder the question of – will virtual events be going away anytime soon, if ever? Sure, they might lack the in person social connection but for companies, the cost is lower and it seems more people have the flexibility to join and are engaged! Imagine being able to have a company happy hour or event and then not worry about the drive home? So many companies have been able to pivot to these virtual events and have seen very successful outcomes.

Not sure where to start in hosting your virtual event? Fulfilment Plus Inc. is here to help you every step of the way! We are able to customize and ship out event goodie bags, give you tips on how to operationalize an event and even help you promote through social media. As a one stop shop fulfillment center we are here to customize and execute your event planning each step of the way.

company-reviews

Importance of Company Reviews

The good, the bad and the ugly – how to get good reviews and how to handle the negative ones. As a business owner, your company name and reputation is what puts you on the map. The power of search on the internet has grown to be the number one tool of how consumers make their decision of what to buy and where to go. This is why it’s important to have your company listing come up first on the search page and have a 5-star review. 

One of the more difficult tasks, is getting your customers to take the time to write a review, whether it be on Google or Facebook. To do this, you can one, simply reach out and ask for a review, second, find automated ways to direct them there, or third, incentivize them to do so. An automated way such as a follow up email can be effective, but is also less personal and does not always result in getting your customers to take the time to write a review. An email can be easily forgotten and not leave much of an impression. Depending on your type of business, a personal approach could be more effective and also increase your relationship with your clients. Simply by picking up the phone, or having in person meetings and asking them to take a few minutes of their time to rate their experience, could result in higher engagement levels. Lastly, incentivizing your clients to write a review may be more costly but also will likely have the highest participation. People are more inclined to do something when they get something in return. You could offer money off their next purchase, free shipping, etc! Plus, by offering a discount on their next purchase you may also see a higher return of repeat customers. 

Now, what if you are checking your reviews and you happen to see a negative comment? This is not ideal, but it’s also not the end of the world. Your next step is to take action on how to fix it and how to mend this relationship with an unhappy customer. If a person took the time to write a negative review, the last thing they want to do is feel unappreciated by a lack of response. First step is to reach out and apologize for their bad experience.  Next, is to try and come up with a way to fix it or get them to come back and try your product/service again. Hopefully you have the ability to turn their negative experience into a good one with a second chance. 

Whether it be a good or bad review, ultimately it’s a review and it shows that customers are using your product or service and care enough to take the time to talk about it. It’s important to keep track of all reviews and comments  to interact with your customers, as well as keep your SEO up for your company site. A good company review is crucial for the reputation of a business! Now it’s time to be proactive and increase your customer reviews!

Check out our “How To Guide” here to help guide your clients to write a review! 

team-crop-u6131

Top Reasons to Outsource Your Call Center

 

One of the top priorities for a company is to lead a highly profitable organization with the best staff to assist in client satisfaction. Happy customers equal more profitability. Having a top-performing call center is your first line of defense to create and keep your clients happy. Setting up a Call Center in-house can become very costly because it requires investing in more staff, technology and possibly a bigger facility.

The cost factor is probably the number one reason why a company should consider working with a third-party Call Center with the second reason being time. A cost-effective, top-performing Call Center is time-consuming and without the “economies of scale” aspect, can be very expensive.  Partnering with an experienced Call Center team can support major components of a successful business, such as Sales and Customer Care. You may have a great product, but without the ability to sell and defuse any issues it may not be very successful.

Green Light Contact Solutions, a top performing Call Center located in Canada not only will save you time and money, but they will increase your customer satisfaction. They are open 24/7, 7 days a week which ensures that your clients will be able to reach a representative at any time of the day no matter what part of the world they may be located.                                                                                                                                                     
Green Light Contact Solutions is not your typical call center, they go above and beyond your expectations by taking a different approach in terms of customer engagement. Unlike a “big box” Call Center, they focus on building relationships with the customers. They understand that your clients are making a choice to call them for a product or service and they take great care and pride in that. Within the first few seconds of the call it’s evident that this isn’t just a job, but a passion.

Other factors that make Green Light Contact Solutions stand out from other Call Centers is their strong customer loyalty history and sales conversion rates because they feel every interaction counts. They also have access to the latest Technology, including in-house IT support, their own Quality Monitoring department and access to cost management tools which is all included in their service!

If you’ve been looking for a way to increase your customer satisfaction, look no further. Green Light Contact Solutions is a team of Call Center experts with specialized Industry knowledge. Their knowledge and passion for what they do is incomparable to any other Call Center, just pick up the phone and see for yourself!


Green Light Contact Solutions
Phone: 450-679-3992 


 

42776.indd

The Evolution of Fulfillment

In the past, it used to be that ecommerce fulfillment was almost 100% retail and etail businesses.  Slowly but steadily, B2B enterprises are jumping into the market and are becoming a much larger part of the fulfillment world.

Historically, fulfillment has been considered to be the “back-end” of an operation, a necessary cost after everything else has been decided.  That old-fashioned approach changed drastically during the E-Commerce era. It started to put a huge toll on companies because they could not keep up with the volume of orders or had limited space to house the inventory. This in result also puts a strain on other parts of the business. In addition to solving these issues, the realization that fulfillment is indeed a place where other strategic imperatives, such as brand building, maintaining a relationship and driving down costs, can be achieved.  Once this message started spreading, it did not take B2B companies long to realize that the exact same imperatives are applied in their business model.

Many astute marketers from both B2B and B2C, now consider fulfillment to be just as important as any other component of a marketing initiative.  An obvious example of this is how the use of the internet has been incorporated into the fulfillment processes, resulting in strategic or integrated fulfillment systems.

The client who sells direct to the consumer and the client who sells to other businesses, each demand a high level of service, along with specific technological and reporting needs.  But, it is the fulfillment partner that can create the exceptional customer experience (either consumer, or business) that gains the competitive advantage.

Over the years, consumers have evolved from a product-led to a consumption-driven economy.  In today’s competitive environment, it is the fulfillment provider’s responsibility to create an exceptional customer experience for their clients.  The way in which products are received, whether by a consumer, or a business, is the VERY first impression the recipient has of a business.

Fulfillment, by definition, is that part of the business process that plans, implements and controls the efficient, effective forward and reverse flow of goods, services and related information from the point of origin to the point of consumption in order to meet customer’s requirements.  What is important to recognize is the means by which the B2B client demands satisfaction, are very different than those of a B2C company.

Whether Business to Business or Direct to Consumer, achieving a great client experience is the cornerstone of client satisfaction.  Fulfillment Plus Inc. not only exceeds its reputation in client satisfaction, but we are also top of the line when it comes to our in-house technology and the ability to handle requests of any nature. We are not your typical “cookie cutter” fulfillment center, but instead the fulfillment center that caters to your needs and demands.