customer communication

6 Ways to Engage and Keep Customers

6 Ways to Engage and Keep Customers

Customers are the lifeblood of your business. You already know this if you’re a small business owner, but do you know how to keep your customers happy?

In this blog, I’m covering the top six ways you can engage your customers and keep them satisfied for life.

7 Steps to Making Your Business Thrive with Customer Service

7 Steps to Making Your Business Thrive with Customer Service

We get it. Sometimes when you’re consumed with crunching numbers or conversion rates, it’s easy to forget that behind each of your sales is a customer who is as human as you and me. They’re human beings with bad hair days and nights of zero sleep; people with annoying in-laws and stressful jobs.

5 Expectations for Your Company’s Online Presence

5 Expectations for Your Company’s Online Presence

My grandma tells me all the time that when she was raising her kids, people didn’t have a bunch of expectations for shopping: they were happy with stores like Sears and J.C. Penney’s. No questions asked. No excessive demands.

How the world has changed.

Now not only do customers have a long list of expectations for product /service quality, speed-of-delivery, and customer service, but customers also have several prioritized expectations regarding their interactions with brands online.

What Customers Expect From Their Customer Service

What Customers Expect From Their Customer Service

$62 billion. That’s how much money US companies are losing because of poor customer service, according to research by NewVoiceMedia. That number is fairly astonishing, especially when you consider that it’s up from $41 billion just four years ago.

So what’s going on? Why is that number so large, and why is it growing so fast? Are companies getting that much worse at customer service? Perhaps. But what seems more likely is that, along with customer spending more money (a fact – the economy has been getting stronger after all), customers’ expectations of what good customer service is has been getting higher.

What You Should Know about Customer Surveys

What You Should Know about Customer Surveys

Customer surveys can be an excellent tool for collecting feedback from your customers, which can then be used to improve your business, its products and services, and customer service. They can help you to figure out what you’re doing right, where you’re going wrong, and what your customers really want from you.

“Surveying your customers regularly and in a variety of ways is a critical part of running a successful business, regardless of your industry, product, or service,” Julia L. Rogers explains in the Huffington Post. “Surveys measure satisfaction – or dissatisfaction – with your offerings, determine critical needs, and offer an opportunity to effectively communicate and build truly personal relationships with your customers. And when you take both praise and criticism to heart in order to fulfill the true needs of these customers, you build invaluable loyalty that can create buzz around your business and bring in enthusiastic, highly qualified referrals.”

Congress Just Passed a Law Protecting Negative Reviews

Congress Just Passed a Law Protecting Negative Reviews

You probably didn’t notice, but as 2016 came to a close, the federal government made it a little bit more difficult for you to control the things people post about your business on the internet. On December 15, President Obama signed the Consumer Review Fairness Act into law.

Tips to Drive Social Media Engagement

Tips to Drive Social Media Engagement

Can’t live with it, can’t live without it.  That’s my personal take on social media, anyway. 

While it’s almost impossible to maintain any kind of brand or online presence without social media, it is possible to use social media ineffectively and inefficiently, which ends up being just a gigantic waste of time.

Being Authentic is Your Best Approach

Being Authentic is Your Best Approach

Authenticity: Get Real or Lose Your Business

It’s time to get real. Consumers today are savvy. They have more tools at their disposal, are more connected, aware and conscious than ever before. If your business isn’t being honest and genuine, you’re in trouble.

People are opting out of heavily photoshopped models and superficial ad campaigns.

Why Online Reviews are Important

Why Online Reviews are Important

They show up on Google. The show up on your maps app. They might even show up above a business’s own website in search results. Or just below, following the business like a shadow. I’m talking, of course, about online reviews. If you run a business, interact with businesses, or basically live anywhere other than under a large rock in the middle of a remote field with no internet access, you’ve probably had some kind of experience with them. They are absolutely everywhere these days, and what they say about a business – and the impact they can have, is a bigger deal than ever.

Using Marketing to Connect with Customers

Using Marketing to Connect with Customers

Marketing today is not like it was 20, 10, or even 5 years ago. A simple ad or TV commercial sending off a “go here – buy this” kind of message is going to fail to rise to the level of care and engagement that today’s customers expect and demand. 

Reaching customers has become less about showing them something that they want or need (or at least trying to convince them of that), and more about showing them that you know who they are, you care about what they are going through, and you are here to help.

Communicating Better With Customers

Communicating Better With Customers

Whether you’re putting out a marketing campaign, trying to grow your business, or simply launching your brand, communicating the right message to your customers can be tricky.

As business owners, we have such a deep understanding of what our company is and does. Set us up with a pitch deck or corner us in a bar, the result is the same – we can talk your ear off for hours about everything that is unique and wonderful about our company. The passion is unstoppable, and often times is contagious.