So Now You Want To Deliver Great Customer Experiences?   

If you are a marketer, manager, or marketing executive, you are probably always looking for innovative methods to improve your customer experience marketing as the result of extremely satisfied consumers is usually a more profitable business. In order to make the customer experience central of your success, you will need to enhance customer service in a digital way, create many personalized interactions, and consistently reward your most loyal customers.

Enhance Customer Service With Social Media

At the core of any great customer experience is excellent customer service. A study reported that 47 percent of consumers would shop at a competitor if they experienced poor customer service. Due to the astonishing results of this study, it’s simply not in your business’ best interest to deliver poor customer service to your customers. The good news is that these detrimental habits can be easily corrected with the proper training and resources.

To offer … Continue reading

Review Management – The Strategic Foundation for Your Business

Whether you sell to businesses or direct to consumers, local or international, to ensure your business success, you must establish a foundation of customers who believe in your products/services and are willing to share their opinions with others.

Over time your relationship with these customers grows broader and deeper, separating you from your competitors and making it much easier for new customers to choose your business.

This thought process is the foundation for review management. And understanding why a review management initiative should be at the top of your marketing checklist is pivotal to your success.

See What Your Customers See

Take a moment to do a search—the way a prospective customer might—for the type of product/service your business offers.  For example, if you are a kennel owner, type in ‘dog kennel’ and the city you are in.

  • Does your company come up on page one of the search results?
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Cost of Online Reputation Management

Do you know what people are saying about you online? Traditional marketing has always known the value of word of mouth marketing. Today the internet, well, more specifically search engines, has made knowing what people are saying about you even more important than traditional word of mouth marketing. Why? Because 88% of consumers trust online reviews as much as personal recommendations. So, if your reputation isn’t managed well it could be very costly. And, did you know that what people say about you online impacts your search results? Let’s learn some more.

Case in Point

A few years ago, American Airlines had a costly run in with a guitar. In fact, it cost the airline $180 million and a 10% loss in their stock prices. When a passenger witnessed the airline mishandling his guitar, which resulted in the instrument being seriously damaged, and the airline refused to pay for the … Continue reading

Why ‘Start With Why’ by Simon Sinek is Great

From time to time, team members will share their views stimulated from a piece by an industry thought leader. Here, our CEO, Lisa Maier, discusses an Inc article by one of her favorite authors, Simon Sinek.

Simon Sinek has a great TEDx talk, Start with Why – How Great Leaders Inspire Action. The main message is that most of us have it backwards: the most loyal customers don’t buy what you do, they buy why you do it. What you do simply proves what you believe. And when they buy from you, when they interact with you, they do so for themselves, because their ‘why’ is in resonation with your ‘why.’ This creates the most loyal relationship possible because it is based on identity.

What is interesting is that this is a treatise on attraction vs promotion in many ways, as it speaks to why and how we make … Continue reading

Connecting With Your Customers: Building A Strong Brand Backstory

From time to time, team members will share their views stimulated from a piece by an industry thought leader. Here, our CEO, Lisa Maier, discusses a Brand Strategy Insider article by Mark Di Somma,“ How To Build A Strong Brand Backstory.”

In this age of social media ascendancy, it is essential to think about the personalization of your brand, and its ability to connect palpably to your target segments. The thesis of this article is that one of the underused ways to build a brand that really connects is to use a backstory approach. This approach is completely different than the usual brand-building done by companies because it looks backwards – instead of forward – and connects seemingly unrelated dots to build a coherent story of who you are.

Because it is a story of discovery, it can be a much more engaging approach, which is a real positive … Continue reading

Has Great Customer Service Become Extinct? The Need For Reputation Management

Have you noticed the unlimited amount of information regarding customer service found on the internet, through books, seminars, video and every other means you can imagine? In addition, there is a common belief that advancements in today’s technology have created a consumer-centric world where customer service alone has the ability to make or break an organization. We also live in a world where the success or failure of any business is dependent upon its ability to be efficient or do more with less.

Recently, I’ve had several experiences that have caused me to question if these two belief systems contradict each other. And wonder… is it possible to mesh the above concepts in order to create a synergistically beneficial relationship for both the consumer and business?

I believe that in order for businesses to truly succeed, exceptional customer service must encompass efficiency. Below are 5 tips on how to achieve … Continue reading

Lost Customers Are Not a Lost Cause: Why and How to Win Them Back

Building Solid Relations For Lasting SuccessAlthough dependent upon the industry, did you know that many businesses lose up to 40-percent of their customers each year? Though you’re certainly aware that you are experiencing a level of churn, I’ll bet you’re pretty shocked at how high those numbers can get.

A few years ago, The Griffin Group conducted a customer loss survey and reported these startling statistics:

  • 71% of marketing and sales executives had no process for identifying customers who have defected;
  • 46% of marketing and sales executives do not know how many customers they lose each year;
  • 68% of firms have no process for identifying customers at high risk of defection;
  • 62% of firms have no process for determining to which competitor the lost customer defected;
  • 60% of firms do not conduct interviews with lost customers; and
  • 77% of firms do not know how many lost customers they successfully win back each year.

Even if … Continue reading

How You Can Build Customer Loyalty

Keeping your current customers happy is just as – if not more – important than acquiring new customers. Focusing on your current clients will definitely set your business apart in the long run. Building customer loyalty will keep your company thriving for years to come.

You may very good at drawing new customers in, but do you know how to keep them? Below are some tips on how to build customer loyalty.

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Follow up on a consistent basis

One of the best ways to retain customers and keep them happy is to follow up after the purchase is made. Meaningful follow up can be as simple as a “just checking in” email or a postcard sent in the mail a few days after the sale. And then stay in touch on a regular basis. Customers will feel more of a connection to both you and your company if you let … Continue reading