In the frenetic and constantly changing commercial world, it can be difficult to distinguish between business jargon and the strategic concepts that underpin a sustainable venture. The so-called ‘consumer experience’ is definitely an example of the latter, as this refers to the quality of interaction between brands and their customers and requires careful management if it is to drive long-term loyalty. (more…)
It’s no secret that providing excellent customer service can lead to earning repeat business, and overall success. We wanted to find out what customer service tricks other small businesses were utilizing to keep their customers happy. So we asked our small business experts what their number one customer service tip is. Here’s what they had to say… (more…)
If you’re the leader of a small business, you’re probably an exceptionally focused person. No doubt you’re keen to draw maximum value from your most expensive resource – your employees. After all, if you can get each individual to produce exceptional results, your employees will benefit from an environment that’s highly profitable and full of opportunities. It’s a win-win! (more…)
New business owners may care deeply about customer happiness, but many live in fear of customer unhappiness. That fear is founded: Customers not only have a huge megaphone for sharing their opinions of products, services and companies (i.e. the Internet, online reviews, social media), but they increasingly turn to the opinions of others like themselves to decide where to spend their money.
In fact, consumers today—not companies themselves—hold the power to make or break a business. So what can new business owners do to take some control and have peace of mind? (more…)
With a mobile phone in your hand, the task of choosing a phone system might seem unnecessary in the early stages of your business, but it’s actually very important. The telephone is still the preferred method of customer service in the United States. The calls you miss are as important as the ones you take, and a phone system will allow you to convert missed opportunities into sales conversions. (more…)
Customers and clients are at the backbone of any small business. No matter how worthy your products/services are, a business can’t succeed if no one’s buying your goods. But once you’ve established your customer base, the next question becomes how to retain them and get them to refer your business to friends. That’s why how you thank your customers is so important. (more…)
When it comes to sales, be a product of the product. If you don’t use the product or service you’re selling, why should your prospect? If you sell Hondas, don’t drive a Jeep. These six strategies will help you build credibility up with prospective customers and clients – and also ensure you make some money in the process for your business.
1. Determine quickly if you really can help.
I recently got a call from a prospective client who wanted help completing interviews. It took me about 2-3 minutes to find out that their budget was too small for me to work with. I politely offered a referral to another firm that might be able to do the job. I didn’t want to waste any more of their time, and I didn’t want them to waste any more of mine.
A good salesperson should know the type of customers they work best with, and if the people they are meeting with are the right kinds of customers for their organization. After a few questions, you should be able to determine if it makes sense to keep talking. If not, end the meeting.
2. Address concerns completely.
When a concern is brought up, don’t skip over it. Stop for a moment and consider what could be causing it. Is it a real objection? If so, take a moment to prepare your response. Then fully address the concern with the customer. For example, if a prospect says your price is too high, focus on showing the value of your product or service. Frame your price in terms of the immediate and long term benefits the person or company will receive.
One of the most frustrating parts of small businesses is the knowledge that it’s nearly impossible to catch every lead. Anything from missing a phone call or an opportunity for easy sharing, to not catching what could be lucrative deals – or worse, losing business to a competitor – can have you scrambling for better customer service solutions.
Unfortunately, you can’t constantly be on the phone or online 24/7, so you’ll need a little help. That’s where tech aids, who can help turn your small business into a lead generating machine, enter the picture. Avoid missing lucrative deals and customer service opportunities by turning to net services and tech solutions to help you catch every lead that comes through.
Social media has completely revolutionized the way we communicate as well as the way we do business together. Prior to social media’s not so subtle takeover of the world, brands did all the talking. The internet provided an excellent platform to showcase content for consumers to read, watch, and of course purchase, now however, the customers of today no longer wish to be talked at. They want to be involved, they want to converse, and above all, they want to be engaged.
Ah, that elusive buzzword. In today’s hyperlinked world of information overload, telling a compelling story, and actually engaging your target audience is no longer a nice extra, but is actually imperative to the survival of your brand. But what if your company does not naturally lend itself to engagement?
What if you work in what is perceived as a boring industry, and sell a product like say printed business checks or cardboard boxes? Sure, it fulfills a need, brings value to its users, and does all of that like a boss, but it just doesn’t lend itself well to be pin, tweet, or like worthy. Are you doomed to be left out chewing heavily on a product that is all steak and no sizzle while your friends cash in on the wonderful opportunities social media presents?
It’s one thing to get people’s attention towards your business, but what use is having all the recognition in the world if you can’t influence them to actually engage with your business? Once you’ve got them at your site, you need to give them a reason to stay there and click on a link to register an account, subscribe to a newsletter, order a product or even just look around and find out more what it is you do.
But how do you accomplish this? Here are four fundamental elements that you need to build on to start getting conversions on your company website.
How your target audience feels about interacting with your website is one of the very first things that you need to take into consideration. Your site needs to provide the information your visitors are looking for. It has to be easily navigable for different devices (e.g. smartphones, tablets, etc.), browsers and connection speeds while still maintaining a credible and compelling design that reinforces your business’ brand.