customer visit tips

How to Plan the Perfect Customer Visit [+ Docket Template]

Publish: August 02, 2021

Now that the world is opening behind up, it’s time to get out there and meet your customers face-to-face. For many newer consumers, these might will their first time getting to spend time through you — especially as conferences have moved online.

Creating that joining is invaluable. But before you book that plane ticket, it’s essential to create an schedule. Planning of perfecting customer visit will ensure that you meet thine goals and that your customer meeting will be successful. Here’s a take at how you geting where. Employee Visit Plan - Preset - Vesta EVV

Why plan a customer visit?

Jason Lemkin, the founder of SaaStr and EchoSign, has said “ I almost lost a customer I actually visited. ” That’s a bold statement — one that's worth taking note of. But why? What is it about customer visits that can such a big impact upon customer loyalty?

First of any, yourself get to make a stronger impression with your customers. No matter about you sale, you aren’t just selling a product — you’re other selling the people go it.

Your vision, my passion, your knowledge are all play into the perceived value of our product or service. All of these elements come across more strongly when you visit in person. AMPERE Zoom call just isn’t plenty time at go deep. Planning the perfecting customer visit will ensure that she meet my goals and is your customer meeting will be triumphant. Here’s one look at how you get there.

Next, you get to check how your customers represent using your outcome in person. Are they constantly printing out reports up pin up on a bulwark? Is you seeing teams walk across the sell floor to point out something on a screen? What kind of working surround and equipment how people do? What extra gender of add-on are people after?

Everything happening behind the scenes paints a much clearer picture of any your customers are. And when it comes time to renew or jump on that next customer success call, you’ll can a lot get knowledge finishing to draw on.

Finally, meeting owner clientele in person is a immense motivational turbo! When you’re behind a screen for so long, to can launching to feel like what you do doesn’t matter — or that you’re don making any real connections. But a visit to a customer’s your can change all that, and really light up your featured of “why” you do this at all.

5 Potentially Goals of Your Customer Visit

Going into a customer visit with goals includes mind will help you got the most out of your time there. Here are five objects to consider when planning a custom visit:

1. Understanding Their Business Goals

If you’re visit a client, you’re likely hopping for one long term relative. Understanding what their future goals are can help align your product for you needs. That in-depth conversations want rarely come up over a quick phone call. customer visits.pdf

2. Gathering Feedback

Customer visits provide a unique opportunity to gather honest and in-the-moment insight into what your client needed and want. Wenn you sit next to someone who types your product in their daily work, there’s a land more space on have this feedbacks arise. And documenting computer for future sales opportunities and thine product team is one of an more productive promotions you able take during a your visit.

3. Referral

In-person tours are a great time to ask for and enter referrals. Question, “Are there any other business that you my with that you could see our product being helpful for?” Alternatively, if adenine pain point is mentioned by the client and you know the perfect company to help solve it, don’t be afraid to build that termination. It’s just additional way you can bring value to your customers.

4. Uncovering Company for Cross-Selling or Upselling

While your primary target shouldn’t be pitching your offering at every opportune, you might unmask adenine trouble that your product button service can helped decipher. Noting these potential value-adds can make for more effective, thoughtfully targeted upsell and cross-sell conversations.

5. Testimonials and Case Studies

Customer visits can be ampere unique source of sales index, including pictures for situation studies, video testimonials, and strong evidence-based customer stories. If you plan on production those one the your primary goals, consider asking your client to set the stage in these kinds on materials before you visit so you already knowledge who you’ll be word to, before coming onsite.

How to Plan to Onsite Customer Meeting

For putting read attempt in before you hinfahren, you’ll have ampere much better chance of achieving your our and impressing get clients. Here am some key actions to consider when planning get customer meeting. Customer Visit Scheme Presentation | Sequent Learning

Thoroughly prepare front one visit.

Before you arrive, make sure you’re up to date on the state is the customer's view. Who what they usually talking up the your group? Thing customer service tickets may they raised lately? Are there outstanding issues ensure necessity to be addressed? These will come up during your visit.

Secondly, understand the current ecosystem your customer is how within. Is your customer in the news? What’s happening in theirs industry? What threats and opportunities are arising in their business-related? Being prepared and knowledgeable regarding their in working will make a better impression than arrival in blind. Purpose: To develop a win/win user visit strategy that will encompass hint points beyond Total! ▫ Procedure: Walk durch varieties of visits, look among.

Decide who you’re meeting with.

Start by setting up a meeting with relevant company business. That could be the CEO, one founders, or which VP of the functional team you're working with — depending on the company's scale. Bear in mind, while such contact may be the "reason" for our visit, they're probably not who you'll may spending aforementioned most time with.

Once you have a meeting scheduled with the company's leadership, plan the rest of get day about meeting with of teams top and employees using your product — as well as any teams that are get to signing up or expanding that current seat count or contract scope.

Make dinner reservations to you and your clients.

Classic, a your visit incorporate taking thine client out for an beautiful getting as one token of appreciation. I also offers ampere chance for thou to get to know each diverse outside of the limits for of labor environment and form stronger verbindungen. Customer Travel Plan - PDF Templates | Jotform

That beings said, this shall not adenine social visit. Keep your goals in heed — even outsides of work hours. If you’re everyday with who restaurants in the area, choose a site that has options for every diet and has a good atmosphere for conversations. If you’re not familiar with the available options, ask the client where they’d recommend. 16 Conferences Daily Example & Free Templates

Completes the wrap-up report.

After the visit be over, you stills have work to accomplish. Creation a wrap-up report used your domestic teams back at the branch. It should top key elements of the visit like whatsoever confidentiality agreements put includes place and who under the company you can share make information or sales pictures with. As to Plan the Perfect Patron Visit [+ Agenda Template]

Identify any action element that came up during the visited. Include any positive highlights during and meeting than well-being as any risks or opportunities that arose. Produce ampere duplicate of the report for get client as well, the prove that you were listening to their concerns and such you’re passing to continue up with them.

Patron Vist Agenda Template

Utilize such random agenda to plant yours own customer visit.

10 my: Welcome/Office Tour (30 minutes, w/ Stasi, Raul)

• Get settled, set up a desk or boardroom for the day

11 i: Executive Meeting (1 hour, w/ Merge, Thomas, Ankit, Shireen)

• Quick of status, product usage, any updates
• Add any bullet points you need to cover here
• Upcoming revisions oder problems for the business
• New Opportunities
• Areas away concern

12pm: Lunch

1pm: Consumer Meetings (4 daily, twisting driven Marketing teams)

• Overview of new features
• Add any ball points you need to cover here
• Collecting feedback from users
• Sit with teams to review workflow

5pm: Winding Up meeting (30 minutes)

• Process conversely configuration change recommendations
• General questions and answers
• Line to be addressed as parts of maintenance
• Expansion opportunities

6:30pm: Evening at Restaurant

Internal Remarks

• At the bottom of your agenda, include internal tips that what meant to be sharing with your team only.

Plan fork success

It’s time to get support out there and meet your client face-to-face. By planning autochthonous customer visit moving are time, you’re sure to achieve your goals and come out with a stronger understanding of how your clients need.

Don't forget to share this post!

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How to Plan the Perfect Customer Visit [+ Agenda Template]

• Post author: admin
• Post published: 2nd August 2021
• Post category: Sales / Sales Strategy

Now that the world is opening back up, it’s time to get out there and meet your customers face-to-face. For many newer customers, this might be their first time getting to spend time with you — especially as conferences have moved online.

Creating that connection is invaluable. But before you book that plane ticket, it’s essential to create a plan. Planning the perfect customer visit will ensure that you meet your goals and that your customer meeting will be successful. Here’s a look at how you get there.

Why plan a customer visit?

Jason Lemkin, the founder of SaaStr and EchoSign, has said “I never lost a customer I actually visited.” That’s a bold statement — one that’s worth taking note of. But why? What is it about customer visits that has such a big impact on customer loyalty?

First of all, you get to make a stronger impression with your customers. No matter what you sell, you aren’t just selling a product — you’re also selling the people behind it.

Your vision, your passion, your knowledge are all play into the perceived value of your product or service. All of these elements come across more strongly when you visit in person. A Zoom call just isn’t enough time to go deep.

Secondly, you get to see how your customers are using your product in person. Are they constantly printing out reports to pin up on a wall? Are you seeing teams walk across the sales floor to point out something on a screen? What kind of working environment and equipment do they have? What other types of software are they using?

Everything happening behind the scenes paints a much clearer picture of who your customers are. And when it comes time to renew or jump on that next customer success call, you’ll have a lot more knowledge ready to draw on.

Finally, meeting your customers in person is a huge motivational boost! When you’re behind a screen for so long, it can start to feel like what you do doesn’t matter — or that you’re not making any real connections. But a visit to a customer’s office can change all that, and really light up your idea of “why” you do this at all.

5 Potential Goals of Your Customer Visit

Going into a customer visit with goals in mind will help you get the most out of your time there. Here are five goals to consider when planning a customer visit:

1. Understanding Their Business Goals

If you’re visiting a client, you’re likely hoping for a long term relationship. Understanding what their future goals are can help align your product with their needs. These in-depth conversations would rarely come up over a quick phone call.

2. Gathering Feedback

Customer visits provide a unique opportunity to gather honest and in-the-moment insight into what your customers need and want. When you sit next to someone who uses your product in their daily work, there’s a lot more space to have this feedback arise. And documenting it for future sales opportunities and your product team is one of the more productive actions you can take during a customer visit.

3. Referrals

In-person visits are a great time to ask for and give referrals. Ask, “Are there any other companies that you work with that you could see our product being helpful for?” Alternatively, if a pain point is mentioned by the client and you know the perfect company to help solve it, don’t be afraid to build that connection. It’s just another way you can bring value to your customers.

4. Uncovering Opportunities for Cross-Selling or Upselling

While your primary objective shouldn’t be pitching your offering at every opportunity, you might uncover a problem that your product or service can help solve. Noting these potential value-adds can make for more effective, thoughtfully targeted upsell and cross-sell conversations.

5. Testimonials and Case Studies

Customer visits can be a unique source of sales content, including pictures for case studies, video testimonials, and strong evidence-based customer stories. If you plan on making this one of your primary goals, consider asking your client to set the stage for these kinds of materials before you visit so you already know who you’ll be speaking to, before coming onsite.

How to Plan an Onsite Customer Meeting

By putting more effort in before you go, you’ll have a much better chance of achieving your goals and impressing your clients. Here are some key actions to consider when planning your customer meeting.

Thoroughly prepare before the visit.

Before you arrive, make sure you’re up to date on the state of the customer’s account. Who are they usually talking to at your company? What customer service tickets have they raised lately? Are there outstanding issues that need to be addressed? These will come up during your visit.

Secondly, understand the current ecosystem your customer is working within. Is your customer in the news? What’s happening in their industry? What threats and opportunities are arising in their business? Being prepared and knowledgeable about their inner workings will make a better impression than coming in blind.

Decide who you’re meeting with.

Start by setting up a meeting with relevant company leadership. That could be the CEO, the founders, or the VP of the functional team you’re working with — depending on the company’s scale. Bear in mind, while this contact might be the “reason” for your visit, they’re probably not who you’ll be spending the most time with.

Once you have a meeting scheduled with the company’s leadership, plan the rest of your day around meeting with the team leaders and employees using your product — as well as any teams that are open to signing up or expanding the current seat count or contract scope.

Make dinner reservations for you and your clients.

Traditionally, a customer visit includes taking your client out for a nice dinner as a token of appreciation. It also offers a chance for you to get to know each other outside of the limits of the work environment and form stronger relationships.

That being said, this is not a social visit. Keep your goals in mind — even outside of work hours. If you’re familiar with the restaurants in the area, choose a place that has options for every diet and has a good atmosphere for conversations. If you’re not familiar with the available options, ask the client where they’d recommend.

Complete the wrap-up report.

After the visit is over, you still have work to do. Create a wrap-up report for your internal teams back at the office. It should cover key elements of the visit like any confidentiality agreements put in place and who at your company you can share contact information or sales figures with.

Identify any action items that came up during the visit. Include any positive highlights during the meeting as well as any risks or opportunities that arose. Create a copy of the report for your client as well, to show that you were listening to their concerns and that you’re going to follow up with them.

Customer Visit Agenda Template

Use this sample agenda to plan your own customer visit.

10 am: Welcome/Office Tour (30 minutes, w/ Stacy, Raul)

• Get settled, set up a desk or boardroom for the day

11 am: Executive Meeting (1 hour, w/ Stacy, Thomas, Ankit, Shireen)

• Overview of status, product usage, any updates
• Add any bullet points you need to cover here
• Upcoming changes or challenges for the business
• New Opportunities
• Areas of concern

12pm: Lunch

1pm: User Meetings (4 hours, rotating through Marketing teams)

• Overview of new features
• Gather feedback from users
• Sit with teams to review workflow

5pm: Wrap Up meeting (30 minutes)

• Process or configuration change recommendations
• General questions and answers
• Items to be addressed as part of maintenance
• Enhancement opportunities

6:30pm: Dinner at Restaurant

Internal Notes

• At the bottom of your agenda, include internal notes that are meant to be shared with your team only.

Plan for success

It’s time to get back out there and meet your clients face-to-face. By planning your customer visit ahead of time, you’re sure to achieve your goals and come out with a stronger understanding of what your clients need.

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How to Host the Perfect Customer Meeting

Updated: June 24, 2022

Published: December 11, 2019

For most organizations, meeting with customers is one of the most valuable ways you can spend your time. Nothing helps you build strong relationships and ensure customer success like a little face time.

Now, you may schedule most customer meetings for a specific purpose, such as product training, discussing services, or a quarterly business review. But, each session is also an opportunity to build trust, earn evangelists, and identify ways to grow your customer base .

Your goal should be to move your customer meetings from being merely tactical (e.g., ‘check-in with the customer on this project') to being strategic (e.g., ‘check-in on this project and ensure the customer's long term success').

To accomplish all goals at the same time, you're going to need to expand how you think about your customer meetings overall.

Let's explore ways you can improve your approach in the sections below.

Customer Meetings

The most common pitfall made in customer meetings is making the meeting all about your business when it should be all about the customer.

Put another way, if your meeting is a story, your customer is the hero.

Yet, so often you hear things like, "We'd like to show you this new feature we built." By positioning any update this way, you're making your company the hero — not your customer. Try instead, "We've released a new feature that streamlines your workflow. I'd like to show it to you and get your feedback. Does that sound good?"

This reframe does a few things. One, it talks about a benefit in terms of how it will impact your customer, which is in this case, streamlining your workflow . Secondly, it solicits a conversation by asking for feedback. This is engaging for the customer because you're making sure their voice is heard and appreciated. It's also useful for you, the vendor, as customer feedback is precious and you constantly collect it.

Lastly, by asking permission to present a topic, you're reinforcing the notion that this is your customer's time, and they're in control of it. So, for every topic you talk about, first make sure you've framed it in the context of what's in it for them.

Before you can host a meeting, however, you'll need to create an agenda. This document will guide your meeting and keep the conversation on track.

Let's discuss some ways to create this resource in the section below.

Customer Meeting Agenda

Every good meeting starts with a thoughtful agenda. That's because your agenda is your plan and your roadmap. When creating your agenda, start by asking this question: "Why did the customer agree to this meeting in the first place?"

Yes, you have your objectives. You want to help your customers succeed, nourish your relationships, identify churn risks, and suss out growth opportunities. But, more importantly, what are they expecting to accomplish by sharing time with you?

Here's a few best practices to keep in mind when planning your customer meeting.

1. Focus on the customer's goal.

Whatever their goal is, make it central to the agenda. Then, keep your agenda concise when possible. When arranging the list, start with general topics and move to more specific ones.

2. Don't overload your meeting.

Budget your time so you're likely to finish early, even if it means accomplishing less. If you must cover more topics than you have time for, make sure to send along instructions before the meeting to speed things up. Such instructions might read, "Please take a look at the attached report and be ready with questions as we only have about 15 minutes for this discussion."

3. Use action-oriented agenda items.

Especially questions, whenever possible. Another pitfall is using dull or vague agenda topics. For example, instead of "Training" try, "Where are the current training gaps?" And, instead of, "Updates" even a short, "What's new?" is much more engaging.

4. Share your meeting agenda at least a day in advance.

Or better yet, share at least a sketch of the agenda when you ask for the meeting. When appropriate, you can ask your customers to contribute to the meeting plan as well. Ask them what they would like to cover, and make sure to include it in the agenda.

Now that you have prepared for your customer meeting, it's time to run a great session.

Customer Meeting Best Practices

You need to think of your customer meetings like a mini-event. Face time with customers is incredibly valuable, but that's easy to forget because a meeting is something we get for free. But, when you think about the impact these meetings have on your business, you may realize you'd happily pay money to conduct them.

So, pretend you did pay for the time and approach your customer meetings with the same attention that a television producer might have. Put your effort, energy, and budget towards having a high-quality session and optimizing every minute that you have.

Aside from that, here are a few best practices you should keep in mind when running a customer meeting.

1. Prevent avoidable delays.

Test your conference call platform beforehand. If video tools require an installation, make that clear in the meeting invite. Plug your laptop into the projector and make sure it works. Do whatever it takes to ensure the full duration of the meeting is spent working and not resolving avoidable issues.

2. Pace the conversation.

If you're driving your customer meeting, you may have to speak a lot. To keep your customers active, interact with them constantly by asking a lot of questions. If more than a minute goes by where you haven't stopped talking, your customer may become bored and tune out.

3. Engage every participant.

Present to everyone, not just the most senior manager. For example, make eye contact with one person when you make a point. Then, address a different person when you make the next point. If you're meeting remotely, consider addressing specific people by name in the same manner.

4. Punt agenda items if you need to.

When you have an agenda and not much time, you may feel like you need to keep the conversation moving. But, when the customer talks, really stop and listen. Listening is one of the best ways to build customer rapport , and it can provide critical details that will make them more successful (and make your business more successful).

Chances are if they're talking, it's about something more important than what you've got planned. If listening means you can't adequately address something on the agenda, that's okay. Agree to follow up by email or schedule another meeting.

5. Close by confirming the next steps.

A good structure for closing a meeting is to recap what was discussed, assign responsibility for upcoming tasks, and set timelines if you have them. Doing so shows that you value the decisions from the meeting and that you're ready to control the outcome going forward.

6. End on a high note.

Be enthusiastic about your progress and showcase your excitement for your bright future with the customer. This will make them eager to meet with you again.

But, before they do meet with you the next time, you should reach out beforehand to follow-up on the first meeting you had. Not sure how? Take a look at the tips below to learn how to best follow up after a customer meeting.

Customer Meeting Follow-Up Actions

On the same day as the meeting, share your notes with your customer via email. Base your notes on the agenda, filling them in with slightly more background information, and include any decisions and next steps.

Also, link or attach any documents or pages that you chatted about during the meeting. For next steps, list out who's responsible and give a deadline if possible. You can do this formally in the notes themselves, or include it as part of a personal message, e.g., "Great meeting today. Justin will reach out by Friday to schedule the on-site with your team."

If appropriate, you can also use these notes to build enthusiasm for your next meeting. You may want to check in on the status of various challenges and most likely, you'll want to revisit all action items that came about from the last meeting —unless they're long since resolved and no longer relevant.

By bringing up the success of the last meeting and showing the impact the session had on your overall relationship, you're demonstrating an essential pattern to your customer: When you meet with us, things get done.

Now that you're familiar with the art of the customer meeting , you're ready to plan, host, and follow-up with your next customer. But, before you get started, save some time when creating your agenda by using this nifty template.

Customer Meeting Agenda Template

There are many different types of customer meetings, so no one template is going to work for everyone. Still, take a look at the framework below and you'll see that many of the best practices we listed above are built-in.

Template: Customer Meeting Agenda

Welcome the customer, thank them for their time.

Project Status

• Summarize 1-5 updates here in the agenda with 1-3 bullet points each
• Include in the agenda high-level deadlines/milestones

Training or Product Updates

Add any notes about training or product updates here.

Action Items

Summarize & Commit

End by reiterating the above action items. Call back to the original goal of the meeting to show how together you have achieved the goal.

Internal Notes

At the bottom of your agenda, include internal notes that are meant to be shared with your team only.

Positive Highlights

Risks & Opportunities

• Concerns and risks
• Upsell opportunities

For more tips on interacting with customers, read these customer service phrases you should avoid .

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8 Proven Best Practices For An Effective Customer Visit

Customer visits are an excellent means of handling disputes, improving sales opportunities, and building customer relationships. Here are 8 tips to prepare for a customer visit:

• Set the date and time for the visit strategically:  Nothing's worse than going at their busiest time. Maybe they have a seasonality, or it's a quarter-end. You don't want them to be distracted. When you're on the visit, you want to spend time with them. So, plan it strategically.
• Send discussion documents or work papers in advance:  It could be that you're reconciling a high volume of invoices that they are refusing to pay. Or there are deductions that you just can't unravel. Always send all the documents in advance so that the customer has sufficient time to prepare as well.
• Determine who from your company should attend to address any concerns:  It could be your sales rep or someone from your staff who's been working on a particular issue and meeting with the customer to resolve it. Anticipate what issues or concerns the customer could have. Plan ahead and include the people who can address their issues.
• Inform the customer well in advance who you want to meet:  Get a nod on your customer's availability and whether they are prepared for the time you want to spend with them.
• Take time to understand the customer's business before the meeting:  You can ask probing questions that will help you understand the real challenge. When you're on-site, assess their business needs, understand their customer base, competitors, and industry trends. This way you can anticipate if there's going to be higher demand requiring a review of their credit line.
• Communicate the purpose of the visit to key stakeholders:  It could be your senior management or owner. It could be a sales or a product manager. It could be somebody in customer service or operations. If there are some logistics issues or any other kind of problem that they can help you with, they should be aware that you're going to this meeting and who you're going to meet with.
• What if it's a negotiation:  If so, define the roles and the talking points in advance. Sometimes it's a better strategy just to walk away than to make too much of a compromise. Always try to leave the opportunity for further discussion.

Highako.com is a video-first microlearning platform trusted by over 10,000+ Credit and Collections professionals. Drive skill growth with role-specific, expert video lessons. Measure practical expertise through hands-on assessments. Connect and collaborate with the largest credit community and get access to ready-to-use templates.

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Getting the Most Out of Customer Visits

How to observe and capture how key business personas make decisions.

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Description

There are valuable insights to gain when visiting customers and observing how people do their jobs. Often, the result of observing customers is the creation of personas for whom offerings can be designed. But there is much more value to looking at personas in context: there is the specific context of the persona: the decisions that person has to make, the criteria upon which he makes the decisions, and the types of information that must be taken into consideration—but there is also the Common Context for that role and related roles to round out the picture. Here are some tips and techniques on how best to approach and maximize the value of visiting and studying customers and creating personas in context.

NETTING IT OUT

There are valuable insights to gain when visiting customers and observing how people do their jobs. If you study the behavior of the people in the roles for whom you are targeting solutions, and the contexts in which they do their jobs, you’ll be more successful in developing useful solutions. A seasoned observer (even one who is not a subject matter expert in the field or the industry) can gain a full understanding of what the people in that role need to accomplish, the decisions they have to make, and the information upon which they rely to make good decisions. A perceptive User Experience practitioner will also observe the interactions among different roles as people work together to achieve the best results for their customers and their company.

Here are some tips and techniques on how best to approach and maximize the value of visiting and studying customers. What’s in it for the customers being studied? You’ll provide them with valuable feedback that will help them reinforce their core competencies and improve their practices. As a result, they will value their relationship with your company even more.

A Persona in Context

(Click on image to enlarge.)

© 2012 Patricia Seybold Group Inc.

1. This illustration highlights the dispatcher as he makes one of the many decisions that he faces every day: what vehicle and driver team to assign to a job. The cloud bubbles indicate factors that impact his decision. The Common Context is all the information that is used by the various roles represented. Those pieces of information upon which the dispatcher will base his decision are highlighted in bold.

ENGAGING WITH CUSTOMERS IN THEIR CONTEXT

User experience best practices.

We have discussed the importance of including user experience (UX) methods and practices throughout product development projects 1 as well as customer co-design initiatives. And we have provided details on how to optimize telephone and in-person individual and group interviews. 2

Now let’s look at the additional insights that you can obtain by visiting B2B customers as they are doing their jobs.

Understanding the Organization and its Goals

Even if you provide offerings for a single role within an organization, you still need to understand how the entire organization runs. For example, if you are offering a reservation system targeted for a restaurant host/hostess, you need to understand whether the number of reservations impact how many servers and line cooks need to be available; if reservations are required; if parties of a specific size can only reserve at certain hours; and how, ideally, the restaurant would want to tie the reservation system into any point of sale system or back-office database.

Things that you should try to find out before approaching an organization about a customer visit include:

• The overarching goals that your proposed offering can help achieve. (E.g., improved performance, reduced paperwork, fewer human errors, increased revenue potential, etc.).
• The critical roles of the people who would be using the proposed solution, and how they fit in the organization.

Arranging the Customer Visit. Arranging a customer visit isn’t as simple as making a phone call. To gain access to the people and information that you want, you need someone reasonably high up in the organization to grant the right permissions and make sure everyone will be available. Typically, the best way to find the right person is to go through your sales organization. The account rep will know who is in charge and have the authority. It can sometimes be difficult to get the sales person on board; sales reps are very protective of their accounts and don’t want to rock the boat. You therefore need someone with clout at your end to make it clear that these customer visits are a priority, and members of the sales team are expected to provide access to the customer.

Once you are in contact with the right person at the organization, you should spell out what you hope to accomplish during the visit, what access and information you would ideally like to have, and what value you can offer the company in return.

What You Want to Accomplish. Explain the purpose of the visit: “We are working on a next-generation solution for emergency room registration personnel that will more easily allow them to capture a patient’s information and communicate that information to the ER medical staff as well as flow the information into any back-end systems. We would like to spend time with some registrars, duty nurses, and accounts payable clerks to understand exactly what they need and how we can help.” Be specific about what you are asking for. For example ...

***ENDNOTES***

1) See " How to Think About Your Customer Experience and User Experience Design Strategy ," by Ronni Marshak and Patricia Seybold, June 23, 2011, http://dx.doi.org/10.1571/psgp06-23-11cc

2) See " Tips for Interviewing Customers, Partners, and Stakeholders ," by Ronni Marshak, January 22, 2009, http://dx.doi.org/10.1571/htt01-22-09cc

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Where Thought Leaders go for Growth

The importance of customer visits: Tools & tips

Table of contents, what are the benefits, who does it concern and why, what is a customer visit program, before the visit, during the visit, after the visit, final tips: how to simplify the customer visit.

Nowadays, with people being so connected, companies often or completely forget the importance of customer visits. A Digital tool can show you statistics, but can it actually read the true interests or intentions of a client?

The answer to that is most likely not. Usually, the more customers you gain or have to deal with, the more it is essential to keep a close relationship with them.

Wouldn’t you like to be considered more than a data or a click on an ad? I’m pretty sure you would.

Why are customer visits important?

Customers are constantly being solicited by your sales team or your competitor's. In fact, they will likely appreciate talking with a salesman who is not trying to sell goods, but instead someone who is invested in hearing about their problems and preferences. So, by meeting with them:

• It helps customers feel appreciated
• It creates a certain bond: Meeting clients in their environment shows you how they integrate your software in their workday. You’d be able to study their behavior and show them your support
• It detects needs or problems that would not have been obvious on the telephone or by e-mail
• Finally, company workers will feel more motivated as they will get honest and personal feedback of their product or service

You must keep in mind that you are not the only one soliciting that customer, it is a competitive market, so getting as much personal information as possible will keep you ahead of the game. And finally, seeing their smile and satisfaction in person can be the best reward ever.

You might want to bring your whole team such as the marketing and analytics members to the meeting but remember the goal here is not to sell but to listen and be understanding. Therefore, it should only concern the most profitable customers. And here is how to do it:

• Refer to your CRM tool and highlight, via the sales dashboard or cross tables, those who have ordered the most often or with the best average basket;
• Profile your customers. For instance, by using a progression metric, which assumes that the most interesting customers are those who have the best potential (good contact, several exchanges to date) but who have not yet made many purchases.

In a logic of cost reduction, a strategy to take into account is also the optimization of b2b sales funnel : you organize your customer visits by geographical area , and link them in order to lose as little time as possible between each appointment. 

This method can only boost your notoriety amongst customers and build customer loyalty. Because once it is done properly, it increases your efficiency to read and better understand the customer. And as it is generally said, time is money as well as of the essence.

Tips: Check out our lead generation in digital marketing and lead conversion to know how to best generate and convert lead into customer!

• The Best B2B Sales Lead Generation Strategies
• The 7 Fundamental Steps of a B2B Sales Cycle

A customer visit provides an opportunity for interaction between the parties involved to reach a settlement. Discussions may include pricing and terms, advertising, and 'team' approaches to visits. Strategizing is very essential and should not be omitted. It really gives you a true insight into a customer’s perspective.

Customer visits can be divided into four classes:

• It can be a Customer visit with the senior management team. Owners, presidents, general managers, and so on.
• A customer visit with the sales managers
• A customer visit with a team of two or more people.
• And finally, a customer visit with an individual. This could be a member of the sales management team or a sales person.

How to prepare for it?

Preparation is key as it helps with your confidence and organization.

• First step is to make an appointment with the person or people in charge.

Ask them when they will be available and set a time and date.

Make sure that each party is aware of what the meeting will be about beforehand.

Speak to them about confidentiality, that everything you report back to your team will be done with their consent.

• On your end, if you haven’t already, keep studying your customer.

See what has changed in the use of the product from now up until the day of the meeting. Study their company, visit their website to know more about their products, services, and their world. Build a client portfolio or a persona. 

It will help you personalize the interview with a guaranteed effect!

Make sure each attendee on your team knows their role.

Review and reread your files as well as the history of exchanges and purchases, if applicable, to have all the keys in hand.

Do not forget to have a backup plan. It shows your professionalism in case something goes wrong.

Pay attention to CAC customer acquisition cost and customer lifetime value calculation to balance your fee.  

Once every concerned individual is informed about the meeting, this is where you get into the gist of things.

Start off with light conversations, then get to the purpose of the meeting.

Make them feel comfortable. You do not want to seem too keen to get down to business.

Keep in mind that this is a mutual agreement, so the customer or client won’t run away. Nevertheless, here are a few topics you can do and speak about:

• Be at the same time the student and the mentor. Pay attention to them as well as try to find the best solution to their problem.
• Get to know what their daily work life looks like. Ask open-ended questions. Allow the customer to take the lead and talk.
• If possible, focus on who uses your products or services more. And if so, how often and what are the main reasons?
• Once you have determined the necessity they have for said products and services, ask them what they would like to be changed. Are there any bugs?
• Above all, take notes, whether the information seems useful to you in the short, medium or long term, or not, perhaps this data will be useful later or will speak to one of your colleagues.
• Finally, don’t leave the room without summarizing what was said, as well as speaking of the next step you will take to ensure their needs are met.

Many benefits can come out of this.

Have a debrief . Review what happened. What did you learn? Were some of your questions answered? Did you reach your goals? What was the most helpful?

Then, follow up with the customer and your team . Send the customer a thank-you note, so they can know you appreciate the time spent together and the feedback they have given you.

It doesn’t need to stop there, as keeping a close relationship and giving your customer or client the best experience is not a day process but a constant and ongoing contact with them. Which is why your next steps should involve:

• making a new appointment,
• drawing up a diagnosis or a commercial proposal ,
• preparing for the negotiation based on the customer's specific requests,
• identifying trends in the marketplace . If a number of your customer visits reveal the same concern, this may be an area that you need to focus on.
• communicating important elements to the relevant teams (e.g. the after-sales team).

Customer relations, like all professions, are going digital.

This is all the more appropriate as salespeople are professionals who often work on the move.

It is therefore essential to equip them with a mobile sales management application.

There are interesting tools for note-taking and customer visit reports, as it allows you to create any business document, tailored to your image.

Your documents are unified and 100% dematerialized, for consistency and centralization that benefits the whole company, especially the sales representatives in the field, who no longer lose any of their work.

Depending on the different email scenarios configured, the managers receive a summary and the customer a recap by email. And if the visit is successful, you can even have the customer sign an order in the same breath!

The tool can also communicate with your CRM, a second essential tool which thanks to technology can directly be mobile, that is to say on your phones and tablets.

Using a flexible and customizable software, your sales representatives have all the necessary tools at their disposal on their smartphone or tablet: customer files updated in real time, connection to your ERP, generation of sales documents (quotations, order forms, invoices), and access to order history, stocks and your catalogue.

And you, have you tested any digital tools for your customer relations?

What did you think of them?

If you are still here, here is one last piece of advice: Always look to the future but do not forget that customer satisfaction is crucial to a company’s success.

Nothing beats a face to face meeting as hidden gems can be said. Take the time to know who you are catering to. Customers buy when they feel loyalty and consideration. Do not overlook great relationships that can lead to great opportunities.

Articles on the same topic

• Customer Acquisition Cost (CAC)- One of Marketing's Most Important Indicators
• Lead Conversion: Tips to Transform Potential Customers

Discover our complete Customer relationship management catalog

Best tools for you.

Software vendors

Work smarter by appvizer.

New trends and tips to be more efficient at work, in your mailbox.

Where Thought Leaders go for Growth

The importance of customer visits: Tools & tips

Table of contents, what are the benefits, who does it concern and why, what is a customer visit programme, before the visit, during the visit, after the visit, final tips: how to simplify the customer visit.

Nowadays, with people being so connected, companies often or completely forget the importance of customer visits. A Digital tool can show you statistics, but can it actually read the true interests or intentions of a client?

The answer to that is most likely not. Usually, the more customers you gain or have to deal with, the more it is essential to keep a close relationship with them.

Wouldn’t you like to be considered more than a data or a click on an ad? I’m pretty sure you would.

Why are customer visits important?

Customers are constantly being solicited by your sales team. In fact, they will likely appreciate talking with a vendor who is not trying to sell goods, but instead someone who is invested in hearing about their problems and preferences. So, by meeting with them:

• It helps customers feel appreciated
• Company workers will feel more motivated as they will get honest and personal feedback of their product or service
• It will create a certain bond: Meeting clients or customers in their environment shows you how they integrate your software in their workday. You’d be able to study their behaviour, to assess their potential and show them your support
• It detects needs or problems that would not have been obvious on the telephone or by e-mail.

You must note that you are not the only one soliciting that customer, it is a competitive market, so getting as much personal information as possible will keep you ahead of the game. And finally, seeing their smile and satisfaction in person can be the best reward ever.

You might want to bring your whole team such as the marketing and analytics members to the meeting, but remember the goal here is not to sell but to listen and be understanding. Therefore, it should only concern the most profitable customers. And here is how to do it:

• Refer to your CRM tool and highlight, via the sales dashboard or cross tables, those who have ordered the most often or with the best average basket;
• Profile your customers. For instance, by using a progression metric, which assumes that the most interesting customers are those who have the best potential (good contact, several exchanges to date) but who have not yet made many purchases.

In a logic of cost reduction, a strategy to take into account is also the optimisation of sales rounds : you organise your customer visits by geographical area and link them in order to lose as little time as possible between each appointment.

This method can only boost your notoriety amongst customers and build customer loyalty. Because once it is done properly, it increases your efficiency to read and better understand the customer. And as it is generally said, time is money as well as of the essence.

A customer visit provides an opportunity for each party to interact in order to reach a settlement . Discussions may include pricing and terms, advertising, and 'team' approaches to visits. Strategising is very essential and should not be omitted. It really gives you a true insight into a customer’s perspective.

Customer visits can be divided into four classes:

• It can be a Customer visit with the senior management team. Owners, presidents, general managers, and so on.
• A customer visit with the sales managers
• A customer visit with a team of two or more people.
• And finally, a customer visit with an individual. This could be a member of the management team or a sales person.

How to prepare for it?

Preparation is key as it helps with your confidence and organization.

• First step is to make an appointment with the person or people in charge.

Ask them when they will be available and set a time and date.

Make sure that each party is aware of what the meeting will be about beforehand.

Speak to them about confidentiality, that everything you report back to your team will be done with their consent.

• On your end, if you haven’t already, keep studying your customer.

See what has changed in the use of the product from now until the day of the meeting. Study their company, visit their website to know more about their products, services, and their work-life.

It will help you personalise the interview with a guaranteed effect!

Make sure each attendee on your team knows their role.

Review and reread your files as well as the history of exchanges and purchases, if applicable, to have all the keys in hand.

Do not forget to have a backup plan. It shows your professionalism in case something goes wrong.

Once every concerned individual is informed about the meeting, this is where you get into the core of things.

Start off with light conversations, then get to the purpose of the meeting.

Make them feel comfortable. You do not want to seem too eager to begin business.

Keep in mind that this is a mutual agreement, so the customer or client won’t run away. Nevertheless, here are a few topics you can do and speak about:

• Be at the same time the student and the mentor. Pay attention to them as well as try to find the best solution to their problem.
• Get to know what their daily work life looks like. Ask open-ended questions. Allow the customer to take the lead and talk.
• If possible, focus on who uses your products or services more. And if so, how often and what are the main reasons?
• Once you have determined the necessity they have for said products and services, ask them what they would like to be changed. Are there any bugs?
• Above all, take notes, whether the information seems useful to you in the short, medium or long term, or not, perhaps this data will be useful later or will speak to one of your colleagues.
• Finally, don’t leave the room without summarizing what was said, as well as speaking of the next step you will take to ensure their needs are met.

Many benefits come from this.

It is time to debrief . Review what happened. What did you learn? Were some of your questions answered? Were your goals met? What was the most helpful?

Then, continue with the customer and your team . Send the customer a thank-you note, so they can know you appreciate the time spent together and the feedback they have given you.

It doesn’t need to stop there, as keeping a close relationship and giving your customer the best experience is not a day process but a constant and ongoing contact with them. Which is why your next steps should involve:

• making a new appointment,
• drawing up a diagnosis or a commercial proposal ,
• preparing for the negotiation based on the customer's specific requests,
• identifying trends in the marketplace . If a number of your customer visits unearth the same concern, this may be an area that you need to focus on.
• communicating important elements to the relevant teams (e.g., the after-sales team).

Customer relations, like all professions, are going digital.

This is all the more appropriate as salespeople are professionals who often work on the move.

It is therefore essential to equip them with a mobile sales management application.

There are interesting tools for note-taking and customer visit reports, as it allows you to create any business document, tailored to your image.

Your documents are unified and 100% dematerialised, for consistency and centralisation that benefits the whole company, especially the sales representatives in the field, who no longer lose any of their work.

Depending on the different email scenarios configured, the managers receive a summary and the customer a recap by email. And if the visit is successful, you can even have the customer sign an order form right away!

The tool can also communicate with your CRM, a second essential tool which thanks to technology can directly be mobile, that is to say on your phones and tablets.

Using a flexible and customisable software, your sales representatives have all the necessary tools at their disposal on their smartphone or tablet: customer files updated in real time, connection to your ERP, generation of sales documents (quotations, order forms, invoices), and access to order history, stocks and your catalogue.

And you, have you tested any digital tools for your customer relations?

What did you think of them?

If you are still present, here is one last piece of advice: Always anticipate but do not forget that customer satisfaction is crucial to a company’s success. Nothing beats an in-person meeting as hidden gems can be said.

Take the time to know who you are catering to. Customers buy when they feel loyalty and consideration. Do not disregard great relationships that can lead to great opportunities.

Discover our complete Customer relationship management catalog

Best tools for you.

Software vendors

Work smarter by appvizer.

New trends and tips to be more efficient at work, in your mailbox.

25 Excellent Customer Service Tips You Need to Follow in 2022

Click the play button above to listen to the blog.

This list of great customer service tips will ensure your company delivers great customer service.

There are no two ways about it. All consumers want an excellent customer service experience . Without an authentic customer-centric culture , which allows the company to provide fast support and memorable conversations, a business leaves itself vulnerable to its competition.

But how can businesses ensure that they're offering the customer service they ought to?

Check out these 25 customer service tips:

A smiling face is sure to make your customers feel welcomed. It sets the tone of conversation, making you more approachable. A practical example of this is the Walmart 10 Feet Rule. Sales executives approach any customers within a 10 feet radius, smiling and offering assistance. It’s a tactic that has won them industry accolades.

And the best part is: a smile can also be heard over the phone. People can understand when you're talking to them with a smile in a relaxed and positive manner.

2. Use the right technology

Good customer support comes from mixing technology with the human touch . Several tools and software are available to enhance the customer experience, and most companies are well into the digital era that demands they have that technology available.

Acquire is a full customer experience platform , helping you have meaningful conversations with customers and streamline your customer service processes.

Here are some examples of popular customer service tech:

A) Add Live Chat

The days of sitting around twiddling your thumbs and hoping to hear back from an email have gone by. Live chat is a channel where customers can quickly enter into conversation with a customer service rep – and vice versa.

A Forrester Research study showed that 44 percent of online consumers say having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.

B)  Add a help desk tool

Helpdesk and ticketing tools  capture, convert and resolve customer queries from one unified, centralized platform.

Keep track of past customer conversations so you can pick up from where you left off and communicate with context. Convert these conversations into actionable tickets, assigning them to the right department, defining SLAs, and setting levels of priority. You can even include other team members for collaboration.

C) Use a CRM tool

When using CRM tools, make use of the data available to deliver a tailored experience (e.g. you can wish a customer happy birthday and offer them a small discount as a gift).

CRM tools speed up response time. And when they are integrated with a unified communications platform that gathers all the messages from emails , chats, SMS, voice calls in one spot do an even better job at improving internal and external communications.

D) Keep company website updated and user-friendly

This is essential. How else can you ensure that the latest information is available? Remember, a website is the online face of your company, so don't compromise on quality.  One of the easiest ways to improve the usability of your website, removing any frustrations and improving your overall experience, is to  A/B test  different versions of your key pages. By doing that, you can ensure your customers have easy access to the most important information.

And, it's always important to look into the best practices of website design to make sure you follow trends and think of the user.

3. Maintain a positive attitude

There’s no substitute for a positive attitude. Take Apple for example. A very specific set of employee guideline s detail a firm belief that a positive attitude is integral to good customer service and customer satisfaction .

People can't help but respond to friendliness – we're hardwired this way.

4. A great last impression

The customer experience runs right through to the last impression. Never get complacent!

Remember to leave the customer with a smile on their face. A simple ‘have a good day’ may seem obvious, but it can leave a strong lasting impression. Always follow up with customers who called in with issues, and also to prospective customers you've been speaking to . Even if they don't buy now, they may do so in the future (or even better, refer you to others).

5. Offer a timely response

Most customers think companies should respond to an e-mail within an hour . For live chat, the expected response time is even shorter. Make sure you have proper routing processes in place so that the right agent gets the right request. Also, ensure you are properly staffed at all times (and use chatbots for 24/7 service , if needed). 

6. Correct customers the right way

The customer is not always right! They’re human. Maybe they have the wrong information. But, when it comes to correcting them, a gentle approach is vital. Be calm. Say you are happy to help. Remember you are educating them not arguing with them.  Above all, don't antagonize them – try to walk in their shoes and understand where they're coming from.

Here's an example response:

"I understand your frustration, I would be annoyed as well. The issue seems to be that your account had your personal email, but you need to add a business email to log in. I'd be happy to fix that for you."

7. Apologize for any inconvenience

Straight out the 'Customer Support Rule Book'. Whatever the issue, when your company errs, you need to own up to it immediately. 

Offer a sincere apology and mention you're taking action to ensure this won't happen again. If you need some help striking the right tone, you can use ready-made apology email templates .

8. Listen to your customers

From the very start, listen. Customers reach out to be heard. Let them explain their issue and take it seriously. 

Listening is a great way to learn. Keep your ears open, and you never know what vital information you may get. Maybe it will make all the difference between solving and not solving the problem.

9. Provide incentives and rewards

Loads of businesses provide loyalty cards and memberships to their regular customers. These rewards and incentives profoundly impact their view of your business, and their desire to keep buying from you.

If you want happy customers, reward them. Make them feel wanted with incentives and bonuses recognizing their loyalty.  Amazon’s Prime Membership is a good example.

10. Don’t waste time

When customers call you, they have a real problem to address , and they expect it to be addressed quickly. An effective customer service workflow will delight them and will improve their impression of your brand. Without a timely solution, there’s a danger they will look elsewhere next time. 

11. There’s no place for “no”

Customer service agents speak on behalf of the business. When an agent says no, the business is saying no. No is never a legitimate final answer. Situations could start with a  “no ” or we “don’t know”, but as they unfold, you should always find a way to put a positive spin.

Provide alternatives. If one solution is not available, find another viable option. For example, think about how to respond to customers asking for a discount : even if you have to decline, most times, you can do so in a way that is a win for customers as well.

Customer issues should always be resolved one way or another.

When it comes to customer service tips, acting on issues right away always helps.

12. Acting ASAP

We’ve talked about wasting a customer’s time, but what about wasting your own?

A timely resolution means:

• More time to concentrate on other things.
• Freeing up resources to tackle next issue.
• Not wasting money and resources.
• Not wasting the customer's time.

An efficient team stops the queries from building up. Take a look at Verizon’s 24x7 and 365 Days Premium Support. 

Don’t forget that live chat is a big step towards solving problems quickly.

13. Solve problems without redirecting users

Only  20 percent of businesses are able to solve an issue at first contact. That means that 80 percent of businesses need at least two attempts!

This is simply not efficient or good for customer experience. They expect a problem to be resolved in one interaction. Redirecting calls through better IVR options, connecting with the right people, and training your team makes this possible. Don’t condemn customers to be bounced around forever.

14. Train staff to understand and believe in your products

Untrained support agents are a customer’s worst nightmare.

Avoiding this means properly training your employees . Give them the confidence and tools to resolve any problem. Training and development programs must cover how to deal with issues, talk to them, and resolve problems. Before they can be expected to deal effectively with customers, an in-depth understanding of their goods or services is needed. 

15. Show empathy

Empathy is what will make your customer support team stand out. This understanding forms a strong basis for resolutions all parties are happy with. In a real-time environment, demonstrating empathy needs to be the default approach.

A certain phrase here and there can make a customer feel more at ease:

• “I know how important this issue is to you.”
• “We understand your position and know how confusing it can be.”
• “We know how upsetting this must be.” 
• "Of course, we'll solve it as quickly as possible."

Building rapport becomes much easier when showing empathy.

This is an incredibly valuable customer service skill .

16. Keep customers up-to-date

People love staying in the loop. Keep customers updated with the progress of support tickets, product updates, and other processes that concern them, especially if there are unexpected delays.

Always manage their expectations. If there is a change of plans, explain the reasons. Business growth relies on providing  constant updates for your buyers .

17. Use their first name

Only 21 percent of support staff ask for a customer’s name, according to research conducted by Contact Point Client. A big opportunity is being missed here. Most consumers like being called by their first name. It creates a connection and sense of familiarity.

Of course, there are exceptions: if you are cold-calling a prospective customer, avoid using first names. Once you build a relationship, though, make sure to maintain it.

18. Say thank you

Thank you. So simple, yet so powerful. It goes beyond simple courtesy. A thank you at the right time helps build trust.

It starts small. Thank customers for providing their information. Thank them when they are being transferred or put on hold. When signing off, a thank you for calling is essential.

19. Reward loyal customers

It’s estimated that on average, an American household holds membership to 14 schemes in any given year, but trades with only 7 of them regularly.

Customers like to be recognized for their loyalty. Rewarding loyal customers should always be at the forefront of your mind. A robust loyalty program is needed to do this. 

Take the successful  Virgin Atlantic loyalty program as an example.

20. Don’t forget new customers

After all, new customers will become your next generation of loyal customers if you play your cards right. Offer a small gift on joining. Give them a discount. Send them an email thanking them for joining. You can even send cards and messages from some platforms, How about a gift pack? Something small yet significant to remember you by.

Of course, there is no better way to get new customers than by having a great product in the first place.

These are some of our best customer service tips.

21. Using social media to solve problems

Social media is a must for customer service , especially when it comes to fielding complaints and queries. Even multinationals do it. Check out Whole Foods Market.

Some companies resolve issues almost entirely on their Facebook, Twitter, YouTube, and Instagram. They are all great mediums for troubleshooting.

According to a survey by  Nielson , nearly 50 percent of customers use social media to raise concerns. You must take social media seriously. It’s too big and too powerful to ignore.

You can use social media to:

A) Increase brand awareness

Half of your customers will demand a presence on social media. Can you afford to miss out on that?

Social media reduces the gap between company and customer. Tweeting about the product or service, or engaging through other routes provides a richer experience.

B) Engage with customers

Reply individually to comments, tweets, and messages. Make them feel special, part of a community. It’s a sure-fire way to get customers holding your company close to their hearts.

C) Share relevant content

Announce and promote new offers. Sharing information with customers is just a click away with social media, and it helps with engagement.

22. Go the extra mile – do something unexpected

This is one of the most important customer service tips: successful businesses always do something extra to keep their customers happy. Sometimes you just have to go the extra mile. How about throwing in a discount coupon just to apologize for the inconvenience?

Samsung scored some epic points with their response to a dragon-related request for a free Samsung Galaxy S3 phone.

Stories like these show how a brand can put out a personality, allowing them to connect with the public. 

See another great example of walking the extra mile from the  stables of the Ritz-Carlton .

23. A consistent approach

Day 1: Your team exhibits enthusiasm and courtesy. 

The team offers discount coupons.

Your team has a negative attitude throwing out absurd charges to customers.

Big no-no. Consistency is key when delivering the best support. Make sure a positive attitude is ever-present. This is only possible if you keep them in mind at all times.

24. Support should be cross-departmental

With a holistic approach to customer service, collaboration leads to efficiency, improving turnaround times.

A cross-departmental support structure means:

• Participation and assistance from everyone.
• Everyone receives training and experience.
• Everyone knows about the product/service.

25. Creating the bond and the trust

Creating an emotional bond with customers is tough. Gaining trust means  understanding a few things:

• People like doing business with people, rather than with businesses.
• Reaching out is important.
• You have to interact with your customers.
• You have to listen, solve their problems and answer their queries.
• You have to advise them on matters that they don't understand.
• You have to be honest at all times.
• You have to look out for them.
• You must live up to the customer’s expectations.

With all these in place, you stand a much better chance of forming meaningful bonds and increasing loyalty.

Follow these 25 customer service tips to ensure your team provides an efficient service. Treat customers well, show empathy, and keep smiling. Before you know it, you will have not only happy customers but a happy business.

Let us know in the comments which customer service tip your team will implement first. Also, share this on social media so other businesses can learn how to improve their customer service.

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How To Use Customer Visits To Increase Engagement And Advocacy

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by Influitive | Oct 16, 2017 | Advocate Marketing 101 | 1 comment

eBook The Advocate Marketing Playbook The Advocate Marketing Playbook provides marketers with a blueprint from which to build and manage a successful advocate marketing program. It’s a… Download eBook

There are so many ways to identify and nurture advocates that sometimes you might miss the easy wins right under your nose.

When your customers are in town for a vacation, conference, or business meeting, why not invite them to visit your office?

Customer visits are a great way to deepen relationships with your advocates, as well as promote your advocate marketing program internally.

They can range in time commitment from simply taking a customer out for lunch to developing an agenda for a full-day visit.

Crafting the perfect customer visit

One way to maximize the benefit of the visit is to ask the customer to do a 30-minute session with your employees.

Think about it: not everybody in your organization gets to meet customers and learn about what they are doing with your product. Hearing it right from the customer can be invaluable, especially for product or marketing teams who aren’t in customer-facing roles.

Customers are usually eager and happy to give something in return for you providing some training, or setting up meetings with the product team, executives, and/or their CSM. Plus, having them do a presentation is a great way to see how well a customer presents with an eye towards upcoming User Groups or conference presentations.

We keep these meeting very short and informal to keep the pressure low, with about 20 minutes of presentation followed by Q&A. Slides are not necessary and we assure them that there’s no pressure to record or use their content for marketing. At Crimson Hexagon , we have found that the larger the license, the lower the likelihood that a company will approve public acts of advocacy. However, we do find that many customers are thrilled to share their stories publicly, and there have been many presentations that have led to published case studies.

How to get customers to sign up for a visit

The opportunity for customer visits is promoted formally in our customer newsletter, and plugged informally in conversations with Customer Success Managers. The customer may just happen to mention they are coming to Boston, and our advocate marketing team takes the weight off of the CSM by managing the details. Another way to make your advocates aware of this opportunity would be to simply make it a challenge in your Hub .

Once we’ve identified an interested customer, we do the following:

• Get on a call with the customer and their CSM to develop an agenda and lock down the details
• Have our advocate marketing team book the room, invite the right people to the meeting, and order lunch
• Plan ways to make the advocate feel special the day of, like updating the Welcome Screen in our lobby to greet them

If there is also going to be a presentation, we also:

• Determine who the best person is to introduce our guest
• Make sure an Executive says hello and is in the audience
• Send an invite to all employees (including remote), along with a day-of reminder

                              A recent customer presentation at the Crimson Hexagon HQ

Why customer visits benefit your advocates and your company

We have had great success with customer visits from Fortune 100 companies, agencies, government, and non-profits. A customer visit program is a great way to raise advocacy’s profile within your organization . It also creates an opportunity to talk about other advocacy opportunities with the customer, such as having them speaking at events , creating content , being involved in a case study , etc.

The benefits from the advocate’s perspective are that it makes them feel special, provides them with an audience for their thought leadership, and strengthens their bond with your company.

Recently, Michael Cornfield , a professor of political science at George Washington University visited our office and told us about his meeting with his CSMs.

What our advocate marketing team finds rewarding is that colleagues across all departments attendm and we get lots of positive comments from employees, especially from finance, HR, and engineering. Our goal is to host two to three of these customer visits per quarter.

If I had a wish, it would be that a few times a year we were able to invite and cover the costs of having a strategic customer come to Boston for a customer visit. It’s getting close to budget time, and I will definitely add it to my 2018 plan.

Related Resources

• Customer Success and Marketing Alignment ebook
• Why Marketing And Customer Success Are Your Brand’s New Super-Duo
• Together, Customer Success Teams And Customer Marketing Can Create A Better Customer Experience

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16 Customer Service Tips to Never Forget

There are a number of customer service tips that have been used time and time again to create great experiences.

After years of working at Help Scout and talking to industry-leading support managers, I’ve noticed 16 tips that all of the best support departments follow.

1. Make sure you're using the right tools

There is just no substitute for knowing your customers. The right support tools make it easy. You’d be surprised at the number of meaningful conversations you can have when you no longer have to stumble around in the dark.

It’s frustrating to be on the receiving end of support when the team isn’t outfitted correctly. I watched such a scenario unfold a while back with brand new software I was using:

You risk ruining your first impression when you treat your customers like Comcast treats people calling in: “Can we have your personal information, account information, blood sample, and deepest fear?”

With Help Scout, you can avoid this situation entirely through using features like built-in customer profiles .

There is a reason why tools like Google Collaborative Inbox fail for customer service. Sure, you can send emails to and receive emails from customers, but that's the extent of the tool's features. To deliver great support, your team is much better served using a platform that's built specifically for customer support.

2. Communicate clearly with customers

Excellence in anything increases your potential in everything. There are few positions for which this applies more than support — clarity in communication is paramount because it affects everything you do.

Styling affects communication. Tone affects communication. Common mistakes include using passive-aggressive language ( “Actually…” ) or confusing customers with slang, colloquialisms, or technical jargon.

Here’s another: which one of the following statements do you think is more appropriate?

You are being transferred. Your call is very important to us.

Hey Jane, I’m going to introduce you to our customer success specialist who will be better able to answer your question!

Easy. One is a trite platitude that people are sick of hearing. The other explains to customers why the transfer is to their benefit. Wording makes all the difference.

3. Speak as your customers do

Chase Clemons of Basecamp makes this point with gusto in "How to Write Support Emails Your Customers Will Love" , but the quick takeaway is that your customers want conversations, not “correspondence.” You’re not talking with the Queen of England.

Consider the following disappointing example:

The customer is literally treated like a number. The overly formal tone creates the feeling that a letter is being written to a 16th century nobleman — is this an “inquiry” or a conversation with a real person?

Be friendly, personable, and casual. A follow-up email like this works better:

4. Always use positive language

Positive language is a great way to avoid accidental conflicts sprung from miscommunication. While the change is subtle, the effects are drastic.

Say one of your products is backordered for a month and you need to relay this information to a customer immediately. Consider the following responses:

Negative language: "I can't get you that product until next month. It is back-ordered and unavailable at this time."

Positive language: "That product will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it reaches our warehouse!"

Redirecting the conversation from negative to positive places focus on the proposed solution. When the outcome takes center stage, it reduces the odds that customers will be upset.

5. Give credence to customer complaints

Harsh words are not always indicative of insight, and complaining customers are not always a sign that something is wrong. Be that as it may, sometimes great feedback is buried within the vitriol — give credence to every message.

To stay consistent in tone and process, use the CARP method:

Control the situation.

Acknowledge the dilemma.

Refocus the conversation.

Problem-solve so the customer leaves happy.

Receiving the same complaint repeatedly is the beginning of a narrative. This shouldn’t dictate what to do next, but it will begin to reveal what requires your attention.

6. Avoid helping customers at breakneck speeds

"What builds a stronger tie to Arby's may not be whether a customer receives a sandwich in less than three minutes,” says Gallup researcher William J. McEwen. “Speed won't compensate for a cold, tasteless sandwich or for rude and incompetent service."

Make sure your service isn't leaving a bad taste in customers' mouths, either.

Take time to ensure first-contact resolution becomes a priority. There is nothing customers appreciate more than getting helpful advice the first time around.

7. Know how to close a conversation

The ability to close improves every single interaction. This is not closing a sale, it’s closing the conversation with a customer.

Leaving an issue unresolved creates unnecessary problems. Data suggests as little as 4% of dissatisfied customers will ever speak up. Not everyone will communicate what is bothering them—often because you haven’t communicated that you care.

Your willingness to correctly close a conversation shows the customer three important things:

You care about getting it right.

You're willing to keep going until you get it right.

The customer is the one who determines what “right” is.

“Is there anything else I can do for you today? I’m happy to help!” Always look for small opportunities like this.

Make sure you and your team always get to a place where, “Yes, I’m all set!” rings loud and clear.

8. Keep standards high and response times low

Inbox zero needn’t be a zero-sum game. Delighting users is impossible when the team’s morale is being crushed under the weight of a cluttered inbox.

Keep it simple, sunshine. Since basic, common questions are where your keystrokes go to waste, start by addressing them with scalable templates.

Saved replies are valuable to a support department because the whole team builds on them. Set guidelines for identifying common questions and when a saved reply can and should be created.

The more you add, the more useful your saved reply collection becomes.

9. Help customers help themselves

Great customer service should always be available, even when you aren’t.

When done right, self-service is personal at scale. View your help content as a top-tier reply from your customer support team made public for all to see and benefit from. Screenshots, videos, styling and more ensure your frequently asked questions will get frequently loved answers.

While impressive efforts like VHX’s documentation will take you some time, the journey of a thousand miles begins with a single step, and the journey to a useful knowledge base starts with your first article.

Help Scout Docs makes it easy. A few clicks auto-magically creates a logically organized help portal made to look as beautiful and usable as your own product.

10. Make use of strategic automation

“Filtering” can sound worrisome in the realm of customer service, but it more accurately serves as direction. Customers receive the best support possible when they are sent to the right place the first time around.

With Workflows , you can trigger automatic filtering through subject line keywords. This offers a number of advantages:

Make iterative improvements. Want to keep response times down to 6 hours? Set up a Workflow to remind the appropriate user(s) so that messages don’t sit and collect dust.

Highlight opportunities to ‘Wow!’ By setting up a folder and a Workflow for a keyword like “Refund” in the subject line, you’ll add a streamlined way to salvage potentially lost customers. Special conversations (“Upgrading,” “Canceling my account”) let you provide superb support at key crossroads.

Better manage VIP customers. It’s helpful to filter enterprise or long-term customers to their own folders to ensure timely responses. They may have different needs; set them up for success by getting them out of the main inbox.

Meaningful automation helps create more meaningful conversations. Best to use it wisely.

11. Be data-informed, not data-delusional

Why rely on “It feels like we spend a lot of time on this issue…” when reporting can easily eliminate the guesswork?

This is actually an important, often-overlooked issue in support. Too much focus is given to the frequency of issues over the average handle time for each.

Rather, that is your world before support metrics. Your world after is clicking the “Time Tracking” tag and gaining immediate access to data that tells you how many emails you receive about the feature, as well as how long it takes your team to handle the conversations.

Although great data cannot guarantee good decision-making, it’s better than winging it. The right data will help you keep your team in the loop. “Here’s how we did this week” becomes easy and valuable.

Satisfaction Ratings top it off by allowing you to see where support interactions went really well (or very wrong). Both are learning opportunities.

Better learning results in meaningful improvements. Being able to see through the haze of a thousand of emails is illuminating, and an important step in getting there is not relying solely on your gut.

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Teams using Help Scout are set up in minutes, twice as productive, and save up to 80% in annual support costs. Start a free trial to see what it can do for you.

12. Give thanks in the real world

We’ve entered a world where retention matters in business more than ever, but web businesses seem happy to avoid interacting with customers.

They aren’t pageviews — they’re people. How would you feel if a deli owner asked you to join their message board just to talk about how the cold cuts tasted?

Time to bring the personal touch back to the real world.

Consider this handwritten note that Jawbone sent to a new customer:

A single picture that was retweeted 150+ times—that’s an immense amount of goodwill “paid for” with a simple thank you.

What other 5-minute task creates as much ROI as that? You won’t have time to hand-write every customer, but if there is one activity that should never get lost in the shuffle of building a business, it’s thanking your customers .

13. Spot and deliver 'frugal wows'

Memorable experiences spring from the unexpected. When your team feels stifled by red tape, remember these words from Paul Graham: “An obstacle upstream propagates downstream.” If you make ideas hard to implement, your team will stop offering them.

Frugal wows are the answer, says Bain consultant Fred Reich. Take the opportunity to guide the support team away from throwing money at the problem, and instead pour thought and effort into it.

According to Rob Markey , disappointment strikes when companies try to “empower” their team the wrong way:

We know of one retail bank that gave their call center representatives the edict to delight customers and permission to waive up to $150 in fees for any customer without seeking any additional authorization. The result? Customer satisfaction rose a little, but fee revenue declined. A lot.

When a customer is looking for nothing other than free stuff, they aren’t a good fit for your business in the first place.

14. Unify your customer service team

Pro tip: managing customer service without a playbook can feel as chaotic as a pee-wee football game.

Consider the time lost manually answering frequently asked questions. The same principle applies to explanations to your staff on the back-end. Encourage autonomy and eliminate confusion by creating unity through clarity.

Use a support lexicon. “Is it okay to say this?” Support should always feel welcome to ask, but you can eliminate excessive questioning through a support lexicon , a handbook on how to talk to customers. Focus on the dos and don’ts of tone and language, and outline the style of customer service you admire.

Address common objections. A while back I had a prospective customer make a “scale objection” to Help Scout. Could we handle 50 users? I knew some of our customers had over 400 unique users and replied as such, but I felt my answer would have been better with additional information. The next week, our support team made a customer objections doc , addressing things like competitor objections (“How are you different from ____?”) and pricing objections.

Outline your processes. When is it appropriate to write a piece of help content? Is it okay to set up a new Workflow without asking management? How should we document bugs and errors? Every support department will have these questions, and to best address them, give guidelines that allow for autonomy but that don’t leave people lost without a map.

15. Take a whole-company approach

I’ll let our friend Mathias Meyer handle this one, from a previously published essay on our blog:

“When everyone in the company is involved in customer service, it changes the dynamic significantly. Knowledge of issues, bugs, and features is much more widespread throughout the team. Why is that beneficial? Because everyone should be feeling the customer’s pain. With developers in particular, there's a common question that arises when the entire company is encouraged to be involved in customer service. Shouldn't developers be writing code, shipping new features, and fixing bugs? After all, they're an expensive resource, and their time is much better spent improving the product rather than talking to customers, right? But how will developers know best what kinds of problems their code solves and creates? The same is true for missing features. While product roadmaps handed down by management are useful tools, asking customers directly what kinds of problems they're having is incredibly powerful in determining new features.”

So simple that it shouldn’t be forgotten, yet it often is: talk to your customers. Get your whole team involved in customer service.

16. Invest in great people

The quality of your customer service will never exceed the quality of the people providing it.

If you plan on out-supporting the competition, plan on investing heavily in a team that can deliver.

Leadership has one main objective from which they should never stray: Hire who you trust and trust who you hire.

Customer service can either be nothing more than a means to an end, or it can be a dynamic aspect of your entire business. Engaging customers and helping them get the most out of your product will give them a reason to tell others why they love your company.

Use these tips, and I guarantee you’ll be on your way to world-class customer service.

Customer service tips by business type and industry

B2B customer service

B2C customer service

SaaS support

Customer service in healthcare

Startup customer service

Customer service in education

Financial services customer service

Small business customer service

Customer service in nonprofit organizations

Ecommerce customer service

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Gregory ciotti.

Greg is a writer, marketing strategist and alum of Help Scout. Connect with him on Twitter and LinkedIn .

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More From Forbes

Eight tips for providing excellent customer service.

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Saul Maslavi is CEO of  Jovani Fashions , the famous designer of prom dresses, with more than 3,000 wholesale partners across the country.

What are the most important factors in providing excellent customer service? If you’re a business owner, this is a question you should be asking yourself. Customer satisfaction directly affects your bottom line, and if you want to increase sales or maintain your current customers, it’s critical that you understand what they care about most. Customer satisfaction is a significant factor in business success.

I’ve compiled a list of the top things I’ve found customers value when receiving excellent customer service. To ensure your customers feel valued and get what they want from their experience with you (and without any hassle), be sure to consider these factors:

1. Treat customers with respect.

Customers want to feel valued and appreciated. They don’t want to be spoken down to or ignored. When you’re providing customer service, make sure you are respectful and use a polite and helpful tone.

2. Provide prompt assistance.

In my experience, customers hate waiting. They often want help immediately and don’t want to wait long for it. Put a system in place that allows customers to get assistance quickly. This could mean having someone available to answer the phone or having customer service representatives who can promptly address customer concerns.

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3. Find solutions that actually meet customer needs.

Not only do many customers dislike waiting, but they also hate having to deal with the same issue repeatedly. They want their problems solved and solutions that meet their specific needs.

When you’re providing customer service, take the time to understand what the customer is asking for and find a solution that works for them. Resolve any problems efficiently and as quickly as possible so that the customer doesn’t have to keep coming back.

4. Communicate clearly and concisely.

Don’t confuse customers about what is happening or what they need to do. When providing customer service, make sure your communication is clear and easy to understand. This includes using simple language and avoiding jargon.

5. Be honest when things go wrong.

Customers appreciate honesty. If something goes wrong, they want to know what happened, and they typically want businesses to be upfront about it. When you run into an issue, always be honest with the customer and don’t try to hide anything.

6. Focus on customer satisfaction and a sense of care.

I’ve found that customers want to feel like they’re the only person that matters and like businesses care about them. Make sure you are focused on the specific customer’s needs and doing everything possible to ensure they are satisfied. Show the customer that you care about their experience and put in the extra effort to help them.

7. Have a positive attitude.

I think many of us can sense when someone is unhappy or doesn’t want to be helping us — don’t let this happen in your customer service. It’s important to have a positive attitude and make it clear you are excited to help the customer. This can make them feel more welcome and appreciated.

8. Educate your team members about your business.

Most people want to work with people who know what they’re doing. Ensure that your staff is knowledgeable about the products and services you offer. This will also help them address customer concerns quickly and effectively.

These are just a few of the most critical factors in providing excellent customer service. If you want to keep your customers happy and satisfied, make sure you focus on these key areas. With so many things to take care of in running a business, aim to make the customer experience as stress-free and pleasant for your clients as you can.

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Customer Visits for Entrepreneurs

By: Frank V. Cespedes

Provides practical guidelines for conducting customer visits to explore and validate demand for an entrepreneurial offering. Reviews conditions under which visits will yield superior insights,…

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Provides practical guidelines for conducting customer visits to explore and validate demand for an entrepreneurial offering. Reviews conditions under which visits will yield superior insights, compared to other research methods. Describes criteria for selecting visit sites; how to plan for visits; how to conduct them most effectively; and how to debrief after visits. The note is therefore relevant to MBA, Executive Education, Field Study, or project contexts where the focus is startups, entrepreneurial management, new product development, business development, or innovation.

Learning Objectives

To help prepare students to research demand for an entrepreneurial offering through customer visits.

Nov 30, 2011 (Revised: Aug 24, 2012)

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Customer Interactions: What Is It, Importance, Tips & Benefits

In the ever-evolving landscape of business, customer interactions play a pivotal role in shaping the success and reputation of a company. Whether a face-to-face conversation, a phone call, an email exchange, or an interaction on social media, every point of contact between a customer and a business leaves a lasting impression. 

In this blog, we will explore why managing interactions is crucial, provide tips for effective interactions, and delve into the myriad benefits they bring to businesses.

What are Customer Interactions?

Customer interactions encompass all the touchpoints between a customer and a business. These touchpoints can occur at various customer journey stages, from initial awareness and consideration to the purchase and post-purchase stages. 

Interactions can occur through multiple channels, including in-person, over the phone, via email, or via social media platforms. These interactions aim to create a positive and memorable experience for the customer, fostering a solid relationship beyond a one-time transaction.

Types of Customer Service Interactions

Different kinds of customer interactions require slightly different approaches. Customer service interactions come in various forms, reflecting how customers engage with a business. Each type of interaction presents unique challenges and opportunities, requiring different strategies and approaches. 

Let’s look for ways to build an interaction strategy. Here, we explore some common types of customer service interactions:

1. In-Person Interactions

• Retail Environments: In brick-and-mortar stores, customers interact with employees directly. These interactions can involve product inquiries, assistance finding items, or addressing concerns at purchase.
• Service Centers: For businesses providing services (e.g., banks and healthcare facilities), in-person interactions are crucial. Customers may seek information, schedule appointments, or resolve issues face-to-face.

2. Phone Interactions

• Customer Inquiries: Customers call to inquire about products and services or resolve issues. Effective phone interactions require clear customer communication and problem-solving skills.
• Order Support: Phone interactions often involve tracking orders, addressing shipping issues, or modifying purchases.

3. Email Correspondence

• Product Inquiries: Customers use email to seek detailed information about products or services.
• Issue Resolution: Email is often used for resolving problems, submitting complaints, or seeking assistance.

4. Live Chat

• Real-Time Support: Live chat lets customers interact with a representative in real-time. It’s commonly used for quick inquiries and immediate problem resolution.
• Website Navigation: Customers may use live chat to get assistance with website navigation, finding specific information, or troubleshooting.

5. Social Media Interactions

• Customer Feedback: Customers share positive or negative feedback on social media platforms. Responding promptly is crucial to managing a brand’s online reputation.
• Issue Resolution: Some customers prefer using social media to address problems publicly. Handling these interactions with care is essential for maintaining a positive image.

6. Self-Service Interactions

• FAQs and Knowledge Bases: Customers often prefer finding solutions independently. Well-structured FAQs and knowledge bases enable customers to troubleshoot common issues without direct interaction.
• Automated Systems: Interactive voice response (IVR) systems and chatbots provide automated assistance for routine inquiries.

7. Surveys and Feedback

• Post-Purchase Surveys: Gathering feedback after a purchase helps businesses understand customer satisfaction and areas for improvement.
• Feedback Requests: Customers may provide feedback on their overall experience, helping businesses make data-driven decisions.

8. Escalated Issues

• Supervisor Involvement: When routine customer service representatives can’t resolve an issue, it may be escalated to a supervisor or specialized team.
• Complaint Resolution: Handling escalated issues requires a higher level of expertise and a focus on conflict resolution.

9. Community Forums

• User-to-User Interaction: Some businesses facilitate customer-to-customer interactions through forums. Customers share tips, advice, and solutions.
• Moderation and Support: Company representatives may participate in forums to provide official support and guidance.

10. Subscription and Membership Services:

• Billing Inquiries: Customers may question subscriptions, billing cycles, or payment methods.
• Account Management: Interactions can involve updating account information, changing subscription plans, or canceling services.

Importance of Customer Interactions

Why it is essential to manage customer interactions cannot be overstated in the contemporary business landscape. The customer interaction cycle can go beyond simple transactions. They are key to building and maintaining a loyal customer base. 

Here are several reasons highlighting the significance of customer interactions:

Building Trust and Credibility

Trust is the foundation of any successful business relationship. Positive interactions contribute to building trust and credibility. When customers feel heard, understood, and valued, they are more likely to trust the business and become loyal customers.

Customer Satisfaction and Loyalty

Satisfying customer interactions is the cornerstone of customer satisfaction. Customers with positive experiences are likelier to become repeat customers and brand advocates. Loyal customers contribute to recurring revenue and act as ambassadors, promoting the brand through word-of-mouth.

Understanding Customer Needs

Effective interactions provide businesses with valuable insights into customer needs and preferences. By actively listening and engaging with customers, companies can gather feedback, identify pain points, and make informed decisions to enhance products or services.

Resolving Issues Promptly

Business is flawed, and issues are bound to arise. However, how these issues are handled can significantly impact customer perceptions. Quick and efficient resolution of problems during interactions can turn a negative experience into a positive one, strengthening the customer-business relationship.

Differentiation in a Competitive Market

Positive customer interactions become a key differentiator in a saturated market, where products and services can be similar. Businesses prioritizing customer experience stand out, attracting and retaining customers in a fiercely competitive environment.

Benefits of Effective Customer Interactions

Effective customer interaction management yields numerous benefits, influencing and improving customer satisfaction, loyalty, and overall success. Here are several key benefits of ensuring that you improve customer interactions that are consistently positive and impactful:

Increased Customer Retention

Positive interactions contribute to higher customer retention rates. Satisfied customers are more likely to remain loyal to a brand, reducing the need for costly customer acquisition efforts.

Positive Word-of-Mouth Marketing

Customers who interact positively will likely share their experiences with friends and family on social media. This organic word-of-mouth marketing can significantly enhance a brand’s reputation and attract new customers.

Enhanced Brand Image

Consistently positive interactions contribute to a positive brand image. Businesses known for good customer service are likelier to be perceived as trustworthy, reliable, and customer-centric.

Increased Customer Lifetime Value

Loyal customers who have positive interactions tend to spend more over their lifetime. By focusing on customer satisfaction and building strong relationships, businesses can maximize the lifetime value of each customer.

Competitive Advantage

A reputation for outstanding customer interactions can serve as a competitive advantage. Customers are more likely to choose a business that prioritizes their experience over competitors that do not.

Valuable Customer Feedback

Customer interactions provide an opportunity to gather valuable feedback. This feedback can be used to make informed business decisions, improve products or services, and address areas of concern.

Tips for Effective Customer Interactions

Effective customer interactions are crucial for building strong relationships, fostering customer loyalty, and ensuring overall satisfaction. Here are some tips to enhance the effectiveness of your customer interactions:

1. Active Listening

One of the fundamental aspects of effective customer interactions is active listening. Ensure that your team listens attentively to customer queries and concerns, demonstrating a genuine interest in understanding their needs.

2. Empathy and Understanding

Customer empathy is a powerful tool for interacting with customers. Customers appreciate when they feel understood and valued. Train your team to put themselves in the customer’s shoes, acknowledging their feelings and concerns.

3. Clear Communication

Effective communication is vital in avoiding misunderstandings and confusion. Encourage your team to communicate clearly, using simple language and avoiding jargon that might confuse customers.

4. Personalization

Customers appreciate a personalized experience. Use customer data to tailor interactions, addressing them by name and providing relevant information based on their preferences and previous interactions.

5. Prompt Response

In a fast-paced digital world, customers expect prompt responses. Whether answering emails, responding to social media inquiries, or handling phone calls, prioritize quick and efficient responses to show customers their time is valued.

6. Continuous Training

Invest in continuous training for your team. Equip them with the skills and knowledge needed to handle various customer scenarios, ensuring they are well-prepared to provide exceptional service. 

7. Use Technology Wisely

Integrate technology to streamline customer interactions. Implement customer relationship management (CRM) tools, chatbots, and other technologies to enhance the efficiency of your customer service processes.

Customer interactions are the lifeblood of successful businesses. They are not just transactions but opportunities to build relationships, foster trust, and create memorable experiences. 

By understanding the importance of customer interactions and implementing effective strategies, businesses can meet and exceed customer expectations, creating a loyal customer base that forms the foundation of long-term success. 

In a competitive marketplace, businesses prioritizing positive customer interactions are surviving and thriving, setting themselves apart as leaders in customer-centricity.

Effective customer interactions are pivotal for business growth. QuestionPro streamlines the process, offering innovative solutions to gather feedback, understand preferences, and foster meaningful connections. Elevate your customer engagement with QuestionPro’s tools and drive success through enhanced understanding and responsiveness.

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EXPERT INSIGHTS

Apr-19-2024

The 2024 social media demographics guide

Khoros Staff

Editor's Note: This post was originally created in 2018 and has since been updated to reflect the latest data available.

According to Statista , 61.4% of the world’s population — a whopping 4.95 billion people — use social media.

That’s a lot of social media demographic research to sort through when you want to zero in on understanding audience characteristics of specific platforms — and we know the last thing a social media marketer has is time to spare. That’s why we’ve done all the heavy lifting for you.

Our updated 2024 Social Media Demographics Guide surfaces the demographic data you need to inform a smart strategy, like age, gender, and income — plus device usage and site behavior in one easy-to-read infographic.

View the 2024 Social Media Demographics Guide to discover more about what makes the audiences of Facebook, Instagram, Twitter, LinkedIn, YouTube, Snapchat, and TikTok unique or bookmark it now to reference anytime.

General social media demographics

Before we jump into platform-specific demographics, let’s cover some high-level insights about social media in general.

Social media usage over time

There are currently 4.95 billion social media users and 5.3 billion total internet users, meaning 93.4% of people who use the internet also use social media. What’s more astounding is the rate that social media usage has grown and is expected to continue growing. The number of social media users has grown by 79.1% since 2017 , when there were only 2.73 billion social media users. By the end of 2024, Statista predicts there will be 5.17 billion social media users which would be 5.7% growth compared to 2023. By 2027, the number of social media users is expected to reach 5.85 billion, with an annual growth rate between 3.7-5.7% each year until then.

(Source: Statista )

Social media usage by age

According to new data from eMarketer , most U.S. social media users are between the ages of 27 and 42 and fall under the Millennial generation. With 68.5 million Millennials using social media in the U.S., this group accounts for nearly one-third (30.3%) of all U.S. social media users. The next closest age group by usage is Gen Z (ages 11-26), with 56.4 million social media users, followed by Gen X (ages 43-58), with 51.8 million users. Baby Boomers between the ages of 59 and 77 are the age group with the lowest social media usage, with only 36.9 million users.

(Source: Oberlo )

Although Millennials are the age group that uses social media the most, eMarketer predicts their usage will remain relatively flat through 2027, while the number of Gen Z users is expected to grow significantly. The data also suggests that the number of Gen X and Baby Boomers who use social media will decrease over time.

(Source: eMarketer )

Daily time on social media

On average, people spend 2 hours and 24 minutes on social media each day. Combined, it’s estimated that users will have spent 4 trillion hours on social media in 2023. Not all social media platforms are equally engaging, as Statista found people spent more time on TikTok than anywhere else. On average, social media users in the U.S. spent 53.8 minutes on TikTok, with the next closest being YouTube at 48.7 minutes per day. After that, there was a steep drop off to 34.1 minutes for Twitter/X and other platforms before reaching last place, Reddit at only 24.1 minutes per day.

Despite TikTok having the most time on average per day, DataReportal found that YouTube has the highest average session duration at 7 minutes and 29 seconds. This could be because users are watching longer-form content on YouTube compared to the shorter content that TikTok is known for.

(Source: DataReportal via Exploding Topics )

Facebook demographics

Given that Facebook is the number one platform for adults , understanding its audience is crucial for devising the social media strategy for your business.

2024 Facebook demographics data

Active monthly users

Facebook has 3.03 billion active monthly users

Active daily users

Facebook has 2.085 billion daily active users

4.6% of Facebook’s users are between the ages of 13-17

22.6% of Facebook’s users are between the ages of 18-24

29.4% of Facebook’s users are between the ages of 25-34

19.1% of Facebook’s users are between the ages of 35-44

11.4% of Facebook’s users are between the ages of 45-54

7.2% of Facebook’s users are between the ages of 55-64

5.7% of Facebook’s users are 65+

43.7% of Facebook users are female

56.3% of Facebook users are male

On average, U.S. Facebook users spend 30.9 minutes a day on the platform

98.5% of users access Facebook via mobile devices

81.8% of users access Facebook via mobile devices only

16.7% of users access Facebook via mobile devices and computers

1.5% of users access Facebook via laptop or desktop only

Businesses and shopping

19% of U.S. users search for products on Facebook before shopping

The global advertising audience of Facebook is 2.249 billion

90% of social media marketers use Facebook to promote their business.

Most followed accounts

Cristiano Ronaldo: 163 million followers

Mr. Bean: 136 million followers

Shakira: 122 million followers

Instagram demographics

Instagram is the Meta-owned photo and video sharing app that continues to grow its user base, with 2 billion people using Instagram every month (up from 800 million in 2018).

2024 Instagram demographics data

Instagram has 2 billion monthly active users

Instagram has 500 million daily active users

8% of Instagram’s users are between the ages of 13-17

30.8% of Instagram’s users are between the ages of 18-24

30.3% of Instagram’s users are between the ages of 25-34

15.7% of Instagram’s users are between the ages of 35-44

8.4% of Instagram’s users are between the ages of 45-54

4.3% of Instagram’s users are between the ages of 55-64

2.6% of Instagram’s users are 65+

48.2% of Instagram users are female

51.8% of Instagram users are male

On average, U.S. Instagram users spend 33.1 minutes per day on the platform

90% of Instagram users follow a business

2 out of 3 people say Instagram enables interaction with brands

83% of Instagram users say they discover new products and services on Instagram

Cristiano Ronaldo: 613 million followers

Lionel Messi: 494 million followers

Selena Gomez: 429 million followers

Pinterest demographics

Pinterest is a visual search engine that pioneered online shopping through social media. On Pinterest, people are 90% more likely to say they’re ‘always shopping’ than on other platforms. Additionally, shoppers on Pinterest spend 80% more monthly than on other platforms. Why? Pinterest claims it’s because they take the best of shopping offline and bring it online, with strong visual connections between products and what users can do with those products. There’s a lot marketers can learn from the platform, but it all starts with gaining a better understanding of the audience.

2024 Pinterest demographics data

Pinterest has 465 million monthly active users

27% of Pinterest’s users are between the ages of 18-24

30.9% of Pinterest’s users are between the ages of 25-34

15.8% of Pinterest’s users are between the ages of 35-44

10.4% of Pinterest’s users are between the ages of 45-54

8.7% of Pinterest’s users are between the ages of 55-64

4.3% of Pinterest’s users are 65+

Pinterest is one of the most gendered social media channels, which may inform which brands target this audience and how they do so.

76.2% of Pinterest users are female

17.2% of Pinterest users are male

6.6% of Pinterest users did not specify their gender

On average, U.S. Pinterest users spend 14.2 minutes per day on the platform

85% of users access Pinterest via the mobile app

Business and Shopping

More than 25% of time spent on Pinterest is spent shopping

85% of users have bought something based on pins from brands

X (formerly Twitter) demographics

X (formerly known as Twitter) allows users to reach practically any person or business simply by tagging them in a Tweet. That’s why Twitter is such a popular platform for customer service — allowing users to air complaints in real time and for customer service teams to react quickly.

2024 X demographics data

X has 666 million monthly active users

X has 245 million monetizable daily active users

28.35% of X’s users are between the ages of 18-24

29.63% of X’s users are between the ages of 25-34

17.96% of X’s users are between the ages of 35-44

11.63% of X’s users are between the ages of 45-54

7.61% of X’s users are between the ages of 55-64

4.83% of X’s users are 65+

Like Pinterest, X is highly gendered, although this channel skews the other direction.

23.28% of X users are female

66.72% of X users are male

On average, U.S. X users spend 34.1 minutes per day on the platform

Elon Musk: 156.9 million followers

Barack Obama: 132 million followers

Justin Bieber: 111.7 million followers

Business and shopping

82% of B2B content marketers use X

79% of X users follow brands on the platform

X drives 40% higher ROI than other social media channels

LinkedIn demographics

LinkedIn is a professional networking site and the top social media platform for B2B marketing . As a result of its focus on business, it’s a great way for companies to drive leads, share news, and keep up with others in their industry.

2024 LinkedIn demographics data

LinkedIn has 310 million monthly active users

16.2% of LinkedIn’s users login to the platform daily

21.7% of LinkedIn’s users are between the ages of 18-24

60% of LinkedIn’s users are between the ages of 25-34

15.4% of LinkedIn’s users are between the ages of 35-54

2.9% of LinkedIn’s users are 55+

43.7% of LinkedIn users are female

56.3% of LinkedIn users are male

On average, LinkedIn users spend just over 7 minutes per day on the platform

58.5% of LinkedIn traffic is through desktop devices

41.5% of LinkedIn traffic is through mobile devices

More than 61 million companies are on LinkedIn

96% of B2B marketers use LinkedIn for organic social marketing

Marketers see up to 2x higher conversion rates on LinkedIn compared to other social media platforms

Most Followed Accounts

Bill Gates: 34.9 million followers

Richard Branson: 18.7 million followers

Jeff Weiner: 10.4 million followers

YouTube demographics

YouTube is as utilitarian (think “how to change a spare tire”) as it is entertaining (think funny pet videos). With 2.5 billion monthly active users, YouTube offers expansive opportunities for businesses to share and market information.

2024 YouTube demographics data

YouTube has 2.491 billion monthly active users

YouTube has 122 million daily active users

15.5% of YouTube users are between the ages of 18-24

21.3% of YouTube users are between the ages of 25-34

17.5% of YouTube users are between the ages of 35-44

12.5% of YouTube users are between the ages of 45-54

9.2% of YouTube users are between the ages of 55-64

9.2% of YouTube users are between the ages of 65+

45.6% of YouTube users are female

54.4% of YouTube users are male

On average, U.S. YouTube users spend 48.7 minutes per day on the platform

70% of viewers have made a purchase after seeing a brand on YouTube

54% of marketers use YouTube

T-Series: 254 million subscribers

MrBeast: 217 million subscribers

Cocomelon: 168 million subscribers

Snapchat Demographics

Snapchat has become popular among teens and young adults under 35, making it a great platform for marketers to reach Gen Z. Interestingly, Gen Z spends less time looking at content on Snapchat but shows higher advertising recall than other generations. After watching two seconds or less of an advertiser video, 59% of Gen Z was able to recall it. Outside of Gen Z Snapchat statistics, here’s some other information about the platform’s demographics.

2024 Snapchat demographics data

Snapchat has 750 million monthly active users

Snapchat has 406 million daily active users

19.7% of Snapchat users are between the ages of 13-17

38.1% of Snapchat users are between the ages of 18-24

23.4% of Snapchat users are between the ages of 25-34

14% of Snapchat users are between the ages of 35-49

3.8% of Snapchat users are 50+

51% of Snapchat users are female

48.2% of Snapchat users are male

On average, U.S. Snapchat users spend 30 minutes per day on the platform

Snapchat users hold $4.4 trillion in global spending power

Snapchat users are 2x more likely to share their purchases with their network

Kylie Jenner: 37 million followers

Kim Kardashian: 27.2 million followers

Khloe Kardashian: 15 million followers

TikTok demographics

TikTok’s explosive growth in recent years has marked its place as a major player in the social media world (even though it doesn’t call itself a social media platform ). Like Snapchat, younger audiences dominate TikTok’s user base with 37.3% of users being between 18-24. It’s also a great platform for brands, with spending reaching 2.5 billion globally. Here’s some other information about TikTok’s user demographics to bear in mind when creating marketing strategies.

2024 TikTok demographics data

TikTok has 1.218 billion monthly active users

TikTok has 45.1 million daily active users

37.3% of TikTok users are between the ages of 18-24

32.9% of TikTok users are between the ages of 25-34

15.7% of TikTok users are between the ages of 35-44

8.3% of TikTok users are between the ages of 45-54

5.8% of TikTok users are 55+

49.2% of TikTok users are female

50.8% of TikTok users are male

On average, U.S. TikTok users spend 53.8 minutes per day on the platform

Khabane lame: 162 million followers

Charli D’Amelio: 151.6 million followers

Bella Poarch: 93.6 million followers

Consumer spending on TikTok has surpassed $2.5 billion globally

58.2% of TikTok users said they used the platform for shopping inspiration

49% of TikTok users say the platform helped them make purchasing decisions

55% of TikTok users made a purchase after seeing a brand or product on the platform

Which social media networks should your business prioritize?

Of course, knowing who’s using each social media platform is one thing, and engaging those people is a completely different thing. If your business needs help organizing and managing your social media activity, request a demo of our social media management software to see how you can understand your audience and seamlessly manage efforts across social media channels.

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Bucket list travel on a budget: Expert tips for airfare, loyalty programs, credit card perks and more

Nicky Kelvin from The Points Guy dives into ways to save this summer.

Many travelers have their sights set on summer getaways , but with everything from baggage fees to fuel costs impacting the price of a ticket, "Good Morning America" is asking travel experts to share tips for booking bucket list destinations on a budget and finding savings along the way.

Travel expert Nicky Kelvin, senior director of content for The Points Guy, offered his tips for affordable travel techniques.

Where to find the best flight deals

Kelvin encourages travelers to utilize Google Flights and other free price-tracking tools to compare fare prices and snag the best deal.

He also suggests using both the calendar and map features within Google Flights to see which airports, dates and destinations how the lowest fare.

From the Google Flights homepage on a computer, click "explore destinations" and select a departure city without adding a destination. Then zoom out on the map to see the best prices for destinations all over the world.

Get the most out of free travel loyalty programs

Travelers should be earning points for anything and everything that they are buying or booking from airline and hotels to car rentals, Kelvin said.

In addition to the points that can can help travelers earn free flights and hotel stays, Kelvin said to look for extra perks just for joining.

Hyatt rewards, for example, offers all guests free breakfast.

For Thrifty Car Rental and Dollar Car Rental, he said you can add your spouse or domestic partner as an additional driver for free.

Loyalty programs are great for airlines too. JetBlue, for example, allows enrolled customers -- even if they don't have enough points for a flight -- to use points for discounts. Plus, with any airline, as you accumulate points to earn status, you can get free seating upgrades.

Travel credit cards with cash back perks

Along with earning points, travel credit cards give you protection for your trip like insurance to help with lost or damaged baggage and trip cancellation protection

Chase debuts new airport lounge: Gourmet menus, sleek interiors, free facials redefine hospitality for airport travel

As for credit cards, The Points Guy team suggests the Capital One Venture Rewards credit card as an all-around pick -- you get 75,000 miles after meeting your minimum spend in the first three months. Which Kelvin said is a value of over $1,300.

If you're looking to earn the most miles, he said look to the Chase Sapphire Preferred Card.

"You'll earn the most points on all your purchases with this one," he said.

Finally, if you want a credit card with no fee, Kelvin suggested the Bilt Mastercard, which he said is particularly great for renters because you can earn points on what's likely someone's biggest expense.

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Save money on international phone plans for summer trips.

If someone's trip is taking them out of the country, using a cell phone internationally can cost $10 to 15 per day. For a family of four, that's more than $400 for a week.

If your phones support eSIM, Kelvin suggested purchasing a data plan for your destination through an app such as Airalo, Truphone or GigSky.

For example, one of Airalo's global SIM plans costs $9 for one week, which could save a family close to $350 dollars, depending on their existing international coverage.

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Alaska Airlines was named America's favorite airline for the 2nd year in a row — months after a hole blew in the side of one of its planes

• A major consumer survey found that Alaska Airlines is the most popular airline in the US for the second year running.
• The airline topped the American Customer Satisfaction Index, despite its infamous panel blowout in January.
• Overall, US air travel customers were happier than last year with their experiences.

Alaska Airlines is the most popular airline in the US for the second year running, according to a major consumer survey.

The airline comfortably topped the annual American Customer Satisfaction Index with a score of 82, a one-point improvement compared to 2023.

American Airlines was second with 79 points, while low-cost carrier Allegiant Air beat better-known legacy names like United and Delta to take third place. Allegiant registered a four-point rise in overall customer satisfaction, making it one of the fastest climbers this year.

United Airlines was the only carrier to lose ground, sliding three points to a score of 75.

The index, which has been running since 1994, tracks customer satisfaction across five travel industries — airlines, car rentals, lodging, online travel agencies, and ridesharing platforms.

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To determine the rankings, 16,352 customers were asked to rate their experiences with companies based on nineteen different factors, such as ease of making a reservation, check-in process, cleanliness of cabin and lavatory, courtesy and helpfulness of flight crew, and timeliness of arrival. By collating this information, the American Customer Satisfaction Index says it provides a "definitive measure of passenger satisfaction."

Alaska Airline's top ranking comes despite the airline's nightmare safety incident in January 2024, during which a decommissioned door plug flew off during one of its flights at an altitude of 16,000 feet.

The plane, a Boeing 737 Max 9 made a safe landing back at Portland International Airport 35 minutes after takeoff, with all 177 people on board surviving.

14 passengers on the flight have since filed a class-action lawsuit against Boeing and Alaska Airlines, asking for monetary damages to cover injuries sustained during the incident and claims that some oxygen masks malfunctioned.

US airlines are getting better

Overall, the data found that customers were increasingly happy with airline travel, with ratings for all nineteen areas of customer satisfaction across airlines either improving or staying level with responses from 2023.

The polled customers were particularly happy with app services, the ease of making reservations, and airlines' websites, pointing to the importance of developing customer-friendly technology offerings.

As they become happier with travel experiences, customers are also travelling more. This February, the International Air Transport Association (IATA) reported a 21.5% rise in global air passengers compared to the previous year.

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• Main content

This type of vacation rental cancellation is on the rise. Are you next?

A few days before flying to Bali, Indonesia, I received an unexpected email from Airbnb: My host had sold my vacation home.

"We’re reaching out with the unfortunate news that your reservation was canceled," it said. "Your refund is on its way."

But wait – I didn't want my money back. I needed a place to stay while I was in Indonesia. Airbnb assured me I had nothing to worry about. It would find a new rental and cover my extra expenses. But, as always, some restrictions applied.

Check out   Elliott Confidential , the newsletter the travel industry doesn't want you to read. Each issue is filled with breaking news, deep insights, and exclusive strategies for becoming a better traveler. But don't tell anyone!

Sales cancellations are on the rise

Selling a vacation rental out from under a guest is becoming a big problem, insiders said. There are no statistics on the number of vacation rentals with active reservations that are currently for sale. But Justin Gordon, who runs the rental price comparison site HiChee , says more hosts are putting their rentals on platforms like Airbnb and Vrbo while they wait to sell their properties. He's seen the disruption it causes guests who are about to leave for vacation. 

"I felt so sorry for the guests," he said.

Did I mention the Indonesia rental? That wasn't my first cancellation. I rented a condo in Oahu, Hawaii, a few years ago through Vrbo. A week before I checked in, I got an email saying my stay had been canceled because the property was sold.

"Many homeowners are investors, buying properties low and selling high or holding them for a set number of years as a part of their financial strategy," explained Matthew Deal, managing director of Element Vacation Homes , a central Florida vacation rental company.

A cancellation can have consequences for the seller. For example, if you list your home on Vrbo, you might have to pay the platform a cancellation fee, which gets higher as your arrival day approaches. 

"In addition to financial penalties, repeat offenders may see limited search visibility on the Vrbo app and site, temporary suspension, or revocation of their Premier Host status," said spokesperson Nola Lu.

Airbnb has similar restrictions. "We expect Hosts to honor accepted reservations," said spokesperson Aaron Swor.

What are your rights when your vacation rental is sold?

If your vacation rental is sold before you arrive, you have some rights – though not as many as you'd assume.

• For rentals booked directly through the owner, your rental contract will outline your right to a refund. If you're dealing with a host who has only one rental or can't accommodate you at a different property, you'll get a full refund, but you'll have to start over and find a new vacation rental. Pro tip: Use a credit card to book. If the owner flakes out and tries to keep your money, you can always dispute the charges.
• For rentals booked through a popular vacation rental platform like Airbnb or Vrbo, the platform will offer a full refund or or accommodate you at a different rental property. If there's a price difference – and there usually is – then the platform may offer to cover the extra cost.
• If you booked through a property management company, your rights may not be spelled out in your contract, but chances are the company will have a plan "B" ready. For example, Element Vacation Rentals has a policy to promptly present multiple options to displaced guests, including comparable properties from its portfolio and those of its competitors. Ask about the policy before you make a reservation.

At least, that is what's supposed to happen if there's a cancellation. But let's talk about what actually does happen.

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What if an owner sells a vacation rental?

When an owner sells your vacation rental from under you, you'll probably feel confused and upset. And even as you're processing the loss of your rental, your host may ask you for a favor.

When the owners of Gerri Detweiler's Airbnb rental sold their place, her host asked her to cancel the rental. The reason? The host didn't want to incur a fee from Airbnb. So Detweiler, a personal finance expert from Sarasota, Florida, canceled the stay. 

"I didn't bother booking another rental with Airbnb," she said.

For both of my cancellations, I had no choice. I was only days away from checking in. 

To their credit, both Airbnb and Vrbo helped me. Vrbo found a new rental in Hawaii and covered the price difference. Airbnb offered a coupon and sent me a few options for a replacement rental in Bali. The only one available on such short notice was thousands of dollars more than my original rental, so Airbnb increased the amount of the coupon to cover the extra cost.

The difference between the platforms was in their approach to the situation. Vrbo transferred me to a special team that took care of everything quickly. With Airbnb, it felt like more of a negotiation. But in the end, I was grateful to have the protection of both vacation rental platforms.

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This could happen to you

This isn't an abstract issue. Two of this year's hottest housing markets – Orlando and Tampa, Florida – are popular with vacation renters and likely to have lots of homes that are also on the market. 

But that's not the real problem. It's that most vacation rental customers don't know their rights when they rent. They either assume they have no choice but to take the refund and that they're on their own. Or they believe the vacation rental company must find them a comparable rental and cover any price difference. 

But you're not on your own unless you rented directly through an individual – and even then, the previous owner may be able to refer you to another rental. And your vacation rental platform won't automatically find you a new place and pay for it. You may have to negotiate.

The best solution is disclosure. Vacation rental owners should tell you if their property is for sale. Then you can make an informed decision about whether you still want to rent the place – and take your chances.

Elliott's tips for avoiding a vacation rental cancellation

Getting surprised by a vacation rental sale is preventable. Here are a few strategies:

• Talk to the owner : Before you rent a vacation home, ask if the place is for sale. If it is, ask what would happen if the unit were to be sold. If it's sold, talk to the new owners," said hospitality consultant Steve Turk. "See if they'll honor your reservation."
• Read the reviews – all of them : If you're renting on a popular platform, don't just skim the reviews. Read them. Sometimes, hosts will stop caring about their rental unit if they know they're going to sell. "Check to see if recent guests have posted any negative reviews," advised Pete Evering, a business development manager at Utopia Property Management , a rental management company.
• Do your research : If you have the address of the rental, run a quick online search. If it shows up on Zillow or Realtor.com , you know you have a problem. Gordon from HiChee is considering developing technology that would notify travelers in case their booked rental shows up for sale on the internet.

Christopher Elliott  is an author, consumer advocate, and journalist. He founded  Elliott Advocacy , a nonprofit organization that helps solve consumer problems. He publishes  Elliott Confidential , a travel newsletter, and the  Elliott Report , a news site about customer service. If you need help with a consumer problem, you can  reach him here  or email him at  [email protected] .

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Apple Vision Pro Customer Interest Dying Down at Some Retail Stores

Apple Vision Pro , Apple's $3,500 spatial computing device, appears to be following a pattern familiar to the AR/VR headset industry – initial enthusiasm giving way to a significant dip in sustained interest and usage.

Demand for demos is way down. People who do book appointments often don't show up, and sales — at least at some locations — have gone from a couple of units a day to just a handful in a whole week. Apple also has had to step up the marketing on its online homepage. There's a huge promo for the Vision Pro at the top of the website — the most aggressive pitch since the device went on sale in early February.

The trend that ‌Apple Vision Pro‌ appears to be following is less likely to be a retail anomaly, and more indicative of a broader issue that has plagued VR technology from its inception: Maintaining user engagement after the initial novelty wears off.

Gurman offers his personal experience of Apple's headset as a microcosm of what he suspects is a wider user trend. His own usage has decreased from daily interactions to just once or twice a week. A significant barrier to more frequent use, he says, is a setup that involves attaching batteries, booting up, and navigating a complex interface, which makes traditional devices like laptops and smartphones more appealing for regular tasks.

Gurman also blames the Vision Pro's lack of a "killer app" and compelling content for further diminishing the headset's appeal. He notes that it feels better suited to solitary activities – say, on a long flight or while working from home – rather than for use in social situations or around co-workers.

It seems Apple still has a considerable task ahead in evolving the Vision Pro into a device that redefines everyday technology use. In the meantime, several bugs that initially plagued visionOS have been resolved, although many of Apple's own apps are still not optimized for the device's operating system.

In the last ‌visionOS‌ update, Apple added Spatial Personas , which make it feel like you are in the same virtual room as another Vision Pro user. Spatial Personas can be used for watching movies and TV shows together, FaceTime and other video calls, using apps like Freeform, playing games, and more. However, the feature needs other Vision Pro owners to appreciate it, and as Gurman notes, they are still few and far between.

Apple is expected to produce fewer than 400,000 Vision Pro headsets in 2024 due to the complexity of manufacturing, according to analyst Ming-Chi Kuo . However, Apple is said to be already working on a new version of the ‌Apple Vision Pro‌ for 2025 that will be priced more affordably . Meanwhile, the first incarnation of the headset is expected to arrive in additional countries later this year.

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