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Marketing

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It’s the latest digital marketing trend, but should you consider starting a podcast? Take a look at the potential costs and return on investment before you decide.
Marketing

Guide to Starting a Podcast

Podcasts are quickly becoming one of the most popular ways people consume content. FastCompany reports that Apple has over 525,000 shows available now. While...
customers don't shop in town

What To Do When Customers Don’t Shop in Town

Marketing
Your number of followers isn’t all it’s cracked up to be. Learn more about why authentic engagement on social media matters to your business.

Creating Authentic Engagement on Social Media

Marketing
You've likely heard that it's grown harder to show up in your fans' Facebook newsfeeds. Read these tips to increase your organic reach.

Facebook Newsfeeds: A Survival Guide

Marketing
The Top 5 Things Customers Want to See on Your Website

The Top 5 Things Customers Want to See on Your Website

Customer Experience

Growth

All
Slow Season can kill a small business. Use these ideas to get through the lean months for your strongest year yet!
Growth

Checklist for Surviving Slow Season

From restaurants and hotels to manufacturers and construction companies, virtually all businesses must deal with times of low demand. These slow seasons of the...
As your business grows, you may need help. Have you considered if you’ll hire an employee or Virtual Assistant? Read on to learn more about the pros and cons of each.

Should I Hire an Employee or Virtual Assistant?

Growth
Is your small business required to carry Workers’ Comp insurance? Check out these FAQs about covering workplace injuries.

When Do I Need Workers’ Comp Insurance?

Growth
Read on to learn what sets business internet and cable services apart from residential services.

When to choose business internet and cable services over residential services

Growth
Business Reporting Scorecard: Keeping Tabs on a Growing Business

Business Reporting Scorecard: Keeping Tabs on a Growing Business

Growth

Customer Experience

All
First impressions are critical for any business. Through these phone script tips, you can make a powerful, positive impression on every customer.
Customer Experience

Creating a Professional Automated Attendant Phone Script

Never underestimate the importance of first impressions in business. Your clients’ initial interactions will affect the way they see you for years to come,...
You might have heard about these recent bad customer service stories in the news. Read our short case studies to learn from the mistakes of other businesses.

3 Bad Customer Service Case Studies

Customer Experience
Poor customer service costs businesses over $75 billion a year. Businesses appear to struggle with forming strong, loyal connections with customers, resulting in consumers who regularly switch between providers. An estimated 67 percent of customers say that they switch brands because of a poor experience. Understanding key customer service touch points remains critical if you want to appropriately nourish your relationship with your customers. Customers want to know that they are valued and appreciated by the brands with which they do business. Check out this list of places customers come in to contact with your brand and see how you come across to customers. Your 11 Point Checklist for your Customer Service Touch Points 1. Referral requests Rotate requests for referrals that come in among your satisfied customers. When they do provide you with a strong reference, offer them a generous thank you to let them know you appreciate their kind words. 2. Website appearance Your website might be the first impression your prospect has of your business. Make sure it represents you well. 3. Customer complaints Streamline the process so issues quickly end up in front of the correct person and solve the client’s problem efficiently. 4. Price quotes Create a systematic means of generating price quotes, and make sure they are consistent and meaningful throughout the entire sales process. 5. Customer education Products and services often offer even more exciting features than customers realize. Do you offer customer education opportunities for those who want to maximize their investment? 6. Billing While the bill might be the most unpleasant aspect for customers, you still want to create a good impression. Keep things simple and straightforward for your clients, and make sure they understand every charge. 7. Waiting area For brick-and-mortar businesses, a customer’s first impression of your office can set the tone of the relationship. Your space should be welcoming and comfortable to guests. 8. Employee interactions Make sure everyone is friendly, helpful and well-trained. Your employees represent your business, and impact the way they customers feel about your brand. 9. Missed calls It is always frustrating for customers when they can’t reach you, so make sure your voice is friendly and informative and that you return calls promptly. 10. Product packaging Your packaging has an impact. Make sure your business looks professional, helpful and inviting, down to the box your product arrives in. Branding should be the same across all touch points, including packaging. 11. Customer care Let your customers know that you care. Ask for their honest feedback through surveys or casual conversations, letting them know that you care about them and their opinion. 12. Social media Provide informative, entertaining content, and provide customer service and replies promptly to positively impact customer perception. 13. Community involvement Support local causes that bring you closer to your community and prospective customers. 14. Ratings and reviews Pay attention to rating sites like Yelp. Prospects are looking for you, show them a profile that has been claimed, contains helpful information, and provides meaningful responses to concerned customers. 15. Word of mouth Word of mouth is what customers say about you to friends and family. Are you garnering positive word of mouth by providing an excellent product and customer service? What are people saying? 16. First purchase The first purchase sets the tone for future potential transactions, how can you make the experience special? 17. Subsequent purchases Reward your most loyal customers with special discounts or value-adds. Keep them coming back for more. 18. Emails Whether you’re sending individual transaction-related emails, or are executing email campaigns, be sure emails are branded, visually interesting and free of errors. 19. Resellers Are your products sold through resellers? Have a good understanding of the experience they will offer customers, as the experience is associated with your product. 19. Demonstrations Provide demonstrations that are easy to understand and show prospective customers how they can use your products at work or at home. 20. Setting expectations Set customer expectations from the beginning. If you know a product is on backorder, talk about timing and alternatives for example. 21. Stay in touch Follow up with the customer after the transaction to ensure satisfaction and to answer any lingering questions. 22. Press While mass media advertising can be pricey, being part of local news stories is a great way to create positive association with prospects and customers. 23. Awards and accolades Apply for promote awards you or your business have won. The bottom line As you evaluate your customer touch points, carefully consider how the situation looks from the customer’s point of view. Ask yourself if you truly helped solve customers’ problems efficiently and left them with a positive experience of your brand. The customer experience offers brands a foundation from which to encourage loyalty among their consumers. By taking the time to evaluate these often-overlooked customer service touch points, you can enhance your brand’s reputation and build stronger relationships with your customers.

The Big List of Customer Service Touch Points

Customer Experience
Customer experience trends are changing for 2018, with a blend of in-person and digital experiences. Use these 3 tips to improve yours now.

Top 3 Customer Experience Trends You Can Use Now

Customer Experience
The Top 5 Things Customers Want to See on Your Website

The Top 5 Things Customers Want to See on Your Website

Customer Experience

Leadership

Think you’re too busy to brush up on leadership? Think again. Check out these top-rated Leadership podcasts you can listen to anytime, anywhere.
Leadership

10 Must-Listen Leadership Podcasts

Ever think it’d be nice to attend a leadership seminar? But then you remember all the things on your to-do list and the thought...
Sure, you need to get the best out of your team, but being overbearing kills morale and independent thought. Read on to find out if you’re the dreaded micromanager – and how to fix it if you are.

Are You a Dreaded Micromanager?

Leadership
It may seem counterintuitive to focus on being of service instead of being served as an owner, but servant leadership can have a powerful impact on your business.

How Servant Leadership Can Transform Your Business

Leadership
Leadership coaching and mentoring are not the same, but both are important. Read on to learn more about the differences and how each can help your business.

Leadership Coaching or Mentoring, What’s the Difference?

Leadership
Increasingly, workplaces have a wide range of ages working on the same team. Read on to learn how to develop a company culture that welcomes all generations.

5 Ways to Create a Welcoming Company Culture for All Ages

Leadership

Tech Talk

Check out our tips and tricks for negotiating the best internet package for your business, and understand the benefits and tradeoffs for lower and higher cost plans.
Tech Talk

Getting the Best Internet Package for Your Business

It’s hard to imagine a successful business that doesn’t depend on reliable, high-speed internet. It’s what processes payments, enables digital marketing efforts, and helps...
First impressions are critical for any business. Through these phone script tips, you can make a powerful, positive impression on every customer.

Creating a Professional Automated Attendant Phone Script

Customer Experience
Slow Season can kill a small business. Use these ideas to get through the lean months for your strongest year yet!

Checklist for Surviving Slow Season

Growth
Think you’re too busy to brush up on leadership? Think again. Check out these top-rated Leadership podcasts you can listen to anytime, anywhere.

10 Must-Listen Leadership Podcasts

Leadership
You might have heard about these recent bad customer service stories in the news. Read our short case studies to learn from the mistakes of other businesses.

3 Bad Customer Service Case Studies

Customer Experience

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