Get your raving fans to help drive business growth

Offer them amazing discounts and perks to make sure they know how important they are to your business, then let them spread the word

Get your raving fans to help drive business growthOur online customer buying journey is about to come full circle. We’ve gone from someone first hearing about you all the way to a regular customer becoming a raving fan and helping you grow your business. Let’s recap what we’ve talked about in the past few weeks: We started with interest and awareness. Someone already…

Customer-centric service takes collaboration

Six steps to achieving a positive customer sales experience from beginning to end

Customer-centric service takes collaborationA customer-centric culture is not just about offering good service. It’s a way of doing business that provides a positive customer experience before, during and after the sale in order to drive repeat business, customer loyalty and profits. Elements of customer centricity include: Employees understand what customers want. They capture customer insights and share this…

Customer service: making it right

When we listen to our clients, it allows us to improve on aspects of our organizations that perhaps we haven’t noticed

Customer service: making it rightWhat would you do if you woke up one morning and right there on your Facebook page, for the whole world to see, was a complaint about how terribly one of your staff members was treating customers? Customer complaints are nothing new. In the past when customers received poor service from you or your staff,…

Converting online leads into customers

Always keep in mind these goals: easy to deliver, easy to implement. That gets purchased over and over

Converting online leads into customersWe’ve been working on making sure we understand the entire customer buying experience online. Today, we’re moving onto conversion. We started with interest and awareness and how your customer might hear about you – and what to do once they do. Then we moved to findability and reputation – both online and really important in…

Findability, reputation crucial for hooking online consumers

You really need to control what’s said about you online and you need to show how you respond to all types of situations

Findability, reputation crucial for hooking online consumersYour marketing efforts should make an impact along each step of your customer’s online journey. From when they first see an advertisement or a post shared by one of their friends on Facebook, you’ve tweaked their interest. They’re interested in your product or service, and now they’re aware of your business. After becoming aware of…

Health-care roadblocks stymie patients

The N.S. Health Authority lets an inefficient telephone system act as an important barrier to timely care

Health-care roadblocks stymie patientsIf there’s any way to inconvenience patients and embrace antiquated methods, the Nova Scotia Health Authority will find it. Ask the sick patients who are trying to arrange appointments with specialists, or for imaging tests or for blood work. Most enterprises try to encourage and support increased consumer access to worthwhile services. Not the Nova…

Why does Telus treat new customers better than loyal ones?

Create an environment where there’s substantial value for new clients while recognizing and rewarding loyalty

Why does Telus treat new customers better than loyal ones?I wanted to pay my Telus bill recently and because I had to update my credit card, I went to their website to contact customer service. Apparently due to COVID-19, a note on the Telus website tells customers to expect longer than normal waiting times. Last year, before the effects of COVID-19 on their service…

How to create an impactful brand for your business

Our guide to ensuring your brand captures who you are and who your customers believe you to be

How to create an impactful brand for your businessBranding is an extremely overused word – quickly followed by sentences that include “we need a vision,” “we need a mission” and “we need our values, ASAP!” Of course, businesses need those things. The challenge with these branding pieces happens when leaders don’t understand what they are by definition, over and above inspirational sentences, what…

Passionate customer service could save your business

If you give lip service to treating people well and then treat your team poorly, don’t expect your clients to receive anything different

Passionate customer service could save your businessLike most people (at least 62 per cent, according to a 2019 study by Hello Products), I don’t like going to the dentist. However, this was my week for getting a cavity checked and I headed to the dentist’s office. You know the routine: you get questioned and prodded by the dental assistant as she…

Create a landing page that turns visitors into customers

You want to be really clear about what you’re selling, how to buy and what the process is

Create a landing page that turns visitors into customersA landing page is a dedicated page on your website that people are brought directly to from some sort of advertising or offer. This custom page is where you will convert that click on advertising into a customer in your business. When someone visits your landing page, they’re looking to scan and not read a…
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