Since most small business owners are justifiably proud of the service they deliver, they don’t even anticipate a negative online review or threat to their reputation, until it happens. Unfortunately, trying to recover after the fact is tough. The best way to protect your reputation online is to solicit good reviews proactively, so an occasional negative one […]
Customer Experience
How to Grow Your Small Business with Online Reviews
Every time a consumer searches for a product online, they encounter review sites that tell them which products are best or which companies are the most reliable. They see how your small business measures up to its competitors in price, quality, customer service, and anything else previous customers want to share about their experience with […]
How to Wow Your Customers with Handwritten Notes
Sending or receiving handwritten notes is quite uncommon these days. With the simplicity and speed of email, texting, direct messaging, and other forms of digital communication, it’s no surprise. However, if you really want your business or organization to stand out, why do what everyone else is doing? A handwritten note will leave a more […]
Most People Are Disappointed by Brands
Your customers have high expectations. But who could have guessed that 82% are disappointed or upset by brands! A recent research study by Oracle CX in partnership with my marketing pal, Jeanne Bliss, takes a cross-generational look at customer preferences, behaviors, and expectations. What they uncover about the customer experience is very telling. “Companies no longer compete […]
7 Ways Automation is Helping Support Teams Deliver a Personalized Customer Experience
Businesses need loyal customers for long-term growth and profitability. But what’s the best way to get them to stick around? One of the keys to effective customer retention is the creation of a personalized customer care experience. Did you know that 52% of consumers are likely to switch to a different brand or product if […]
Don’t Forget to Check In
I am not a fan of the restaurant manager check-in trend that seems to be the rage these days. I like the concept—a manager who is genuinely concerned with their customer’s experience but the execution leaves me wanting. I think my reaction is a negative one because it feels abrupt and insincere. There’s no context […]
How Improving Your Digital Product Experience Can Advance Your Business
Why Improve the Digital Product Experience? In a digital age, there are endless options for just about any online service or product. Customers can exit out of your digital product just as quickly as they can open up a new window to locate one of the alternate options. This is why the customer digital product […]
The Only True Way to Thrive in Business
For a business to survive there must be a blueprint in place to keep you afloat. Within the business plan are a number of variables that play a part in how your business works. You must be mindful of these things in order to keep your business going in the right direction. Any time that […]
The Cost of Apathy
I live out in a newer suburb. I say “out” because bits of civilization have not reached us yet. There’s no movie theatre or Target (hopefully both are coming soon), and there’s no Panera. For my family, this almost put our location out of the running when we were ready to move. On occasion, I’ll […]
Convenience is Today’s Currency
Step away from your marketing role for a moment and consider yourself as an average consumer. Think about how you make buying decisions today. For many people, price is still a significant consideration. But it’s certainly not the only one. Whether it’s true or not, we all feel time-starved. We’re trying to pack in a […]
