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developing more effective ways to attract and retain profitable clients.
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8 Tips to Ensure Great Customer Services

8 Tips to Ensure Great Customer Services | marketing tips | Scoop.it
The best way to boost your sales is to have happy customers. Check out tips to ensure great customer services.
mcgrawmarketing's insight:

This post has some great tips...my favorite is the random act of kindness (# and #4).

And #1 is something I've been playing with over the past year...I have been telling employees to "...take your time...I'm not in a hurry..." and then watching what happens.  Some employees actually stop, step back, smile, exhale and become friendlier...and those are the great experiences from my perspective.  Others, remain focused on getting it done and they never take the opportunity to slow down and breath...and those are lost opportunities to really bond with the customer.  

Now, I know many of us have productivty goals that reward working hard, fast with our noses down...but my hope is that some of you will re-evaluate that so that there are a few more places to go where the staff is smiling, friendly, personable...

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Hunting vs. Harvesting: Which Method Describes Your Customer Acquisition Strategy?

Hunting vs. Harvesting: Which Method Describes Your Customer Acquisition Strategy? | marketing tips | Scoop.it
Clate Mask of InfusionSoft explores "hunter versus harvester" concepts when it comes to acquiring new customers in this piece for Small Business Trends.
mcgrawmarketing's insight:

Nurturing is a definite opportunity to improve conversion rates...but let's not forget about our customers.  There should be opportunities to up-sell them to new products and services.  And there should be a referral program in place where you work with them to generate quality referrals.

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Conversation Agent: Customer Acquision Costs

Conversation Agent: Customer Acquision Costs | marketing tips | Scoop.it
What percentage of your acquisition costs are due to poor customer experience, misalignment between product promise and delivery, employees hiding behind policies and procedures, or just plain indifference?
mcgrawmarketing's insight:

Note from Pat: These questions identify lost opportunities...and sales.  From first time buyers to repeat buyers, loyal customers and advocates.  A lifetime value hit.

 

What are you doing to ensure that this basic factors aren't adding to your costs, and costing you profitable revenue?

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Referral Based Lead Generation - Business 2 Community

Referral Based Lead Generation - Business 2 Community | marketing tips | Scoop.it

You went to a salon to get your hair treated. You had a great time chatting with the hair dresser. You got the result you ever wanted— silky, straight, smooth hair. And upon paying your bill, the owner suddenly offered you a free hair spa in exchange with a referral to a friend or to anyone to have their beauty needs done in her salon, of course you agreed.

mcgrawmarketing's insight:

Referrals...word-of-mouth...whatever you want to call it, it's a less expensive way to attract a higher quality new customer.

 

And it's the most overlooked strategy.

 

Having worked with businesses that have referral rates as high as 50% - meaning that half of their new customers each year come from referrals rather than traditional/typical lead generation campaigns.  (And the cost per lead, cost per sale metrics are much lower!!)

 

If you're interested in learning how to create your own referral program, check out http://bit.ly/16O5YWT for my free white paper on Referral Program Best Practices.

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Are You Listening to Your Most Important Customers?

Are You Listening to Your Most Important Customers? | marketing tips | Scoop.it
The "silent majority" in the middle can make or break your business.
mcgrawmarketing's insight:

If you don't have a research plan with an appropriate budget to gather this type of insight and drive your decisions, you're at risk of leaving money on the table and possibly failing at an even grander level.

 

The Sterling Jewelers example is perfect.  So is the Perry Ellis example.  As is the PBS.org/PBS Food example.

 

Instead of spending more and more on attracting qualified buyers to an experience that is less than WOW...focus on understanding what would WOW your existing customers so they can be retained and refer others.  You can see retention rates increase, average order size increase, order frequency increase....profitable revenue increase.

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