66% of Your Clients Are Willing to Spend More!

66% of Your Clients Are Willing to Spend More!

In Re-imagine! Business Excellence in a Disruptive age Tom Peters says,

 

“Excellent customer service is no longer good enough. That should be the de facto and in order to maintain a healthy client list any business should be looking to deliver OUTSTANDING customer service.”

 

Doesn’t that make so much sense! I mean it’s not exactly rocket science to realise that as a consumer if you pay for a service you expect a good result. Not a mediocre or ok or average result; as a minimum you want Good results. Or else why would you be spending your hard earned cash? So as a business owner as a bare minimum you need to be providing a good service, but if you really want to progress and build a successful business then you really need to be providing an excellent service, something that is truly outstanding.

 

66% of customers are willing to spend more with a company they believe provides excellent customer service.

Source: Global Customer Service Barometer That is 2 out of every 3 customers are willing to spend more with a company because of great service. 2 out of 3!

 

If 66% of clients spent more with your firm do you think that would help? You are damn right it would help, it would more than help, It would mean that each client is worth more to your business, turnover would increase, profits would increase and all from the same number of customers.

 

Every single customer’s journey through the business lifecycle with a firm is unique, the touch points and interactions they receive from the business before, during and after the sale are all taken into consideration when a person thinks back about the service they have experienced. Is your client’s last interaction with your firm positive or negative? Do they leave feeling valued and pleased or disappointed and neglected?

The fact of the matter is that if a person feels like they have had a good experience with your firm then they are likely to come back and revisit and reuse your services time and time again facilitating a long term business partnership.

 

How Can You Capitalise on These Positive Client Feelings?

 

What if a small percentage of those satisfied clients were happy to share their personal story with others about your business and the outstanding service they received. Would that help convince potential clients who were in need of your service to choose you over your competition?

 

We already know that 66% percent of customers are willing to spend more with a company that is perceived to have excellent customer service, so why not use the positive experiences of your past clients to help win more clients and not just more clients, but clients who are willing to spend more with you?

 

Your positive online reputation are one of the greatest assets your business has, combine those glowing reviews with the power of the internet and the ability to have these endorsements speak for your business when ideal clients are looking for you then you have the basis of a lead referral system that can grow your business.

 

Takeaways for great customer service

 

Given how customers are rewarding outstanding service more than ever, American Express offers the following tips to companies seeking to bolster the service experiences they provide and as a result increase the life time value of a customer:

 

  • Cherish your connections with customers. Service shouldn’t be a clean-up operation. Turning service interactions into relationship-deepening moments can strengthen your business.
  • In everything you do, put the customer first. Start with what the customer needs. Customers can’t be wowed by personalized service if their basic needs aren’t met or their questions go unanswered.
  • Service is a people business; give care professionals the freedom to shine. Customers want to be helped by empowered, efficient people.
  • Measure success through the voice of the customer. Let customers tell you how you’re doing, and truly seek to improve based on their feedback.

 

Your history of excellent customer service can be, and should be front and centre for everybody to see to allow you to win profitable new business today, tomorrow and for years to come. To find out more about how we can help you be seen as the market leader in your field with a positive client experience and be in a position to win more profitable clients call 0161 850 4413.

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Google+ is Growing and Will Continue to Grow!

Google+ is Growing and Will Continue to Grow!

Google+ is Growing and Will Continue to Grow!

Globalwebindex have compiled results that show that Google+ is now the second largest social media platform behind Facebook with 343m users, representing a growth of 27% from the previous year and despite all the negativity that the press have published about it being a ghost town.

Part of this growth can be explained by the fact that Google are, some would say, forcing, others would say, gently persuading, users of its other services to connect their Google+ profiles in order to use certain features.

google + local growing

For starters every time someone opens a new Gmail account they are automatically given a Google+ page. If users want to leave comments in the Google Play store they have to be signed in with their Google+ account, if a user wants to leave a comment in Google+ local for business using the Zagat rating system then they have to be signed in to their Google+ local account, if the user wants to have their real name displayed on their YouTube account they have to be signed into their Google+ account and then there is Authorship. If a user who produces content online wants to make sure that Google knows who wrote that content so spammers can’t scrape and copy the content and out rank you then, you have guessed it, you have to claim your Google+ profile. You want to claim your business listing which incidentally already exists (oops did nobody tell you?). Google created over 80 million business pages in Google+ local for business that are sitting on that are out there on the internet right now, with no images, no videos and possibly negative reviews!? Well, now you know!

Google has made it very clear that Google+ is not just the future but the present of Google.

“Google+ is Google,” says Vice President Bradley Horowitz. “The entry points to Google+ are many, and the integrations are more every day.”

We all know the social layer is important to Google and Google+ is their way to access the bountiful advertising revenue that Facebook is currently enjoying by accessing the personal information of its users. What apps people like, what shops or business services people use, where they are, the people they know. The amount of information that Google can monetise in terms of advertising through personalised search is incredible and that is why they will continue to encourage web users to embrace Google+.

As a business owner the main benefit of Google+ is that, unlike Facebook, Google+ is not ring fenced, it is not a closed community. If you share something on Google+ then it is available in search. And that for me is the monumental difference.

Google is ultimately a search engine, arguably the best search engine, some would go as far to say the only search engine, and so everything they do will be tied to search.

So, if an individual likes an Italian restaurant and on Google+ they leave a positive comment saying how great the meal was and the service was fantastic then when one of their friend types “Italian restaurant” into Google a picture of their friend will appear along with the review that they left. In other words there will be recommendations from people you know, like and trust mixed within the search results in Google.

google+ local

Flip that the other way around. What if your closest friend, someone whose opinion you trust has a bad experience with a local property solicitors, they leave a bad review using Google+. 6 months down the line when you type into Google “solicitor for buying a house” and in the results you see a review from your trusted friend reminding you how poor a certain solicitor is, would you then go on to use that solicitor?

Google+ will integrate into more and more products and searches, meaning that the search results that people get back will be more personalised and tailored, including the thoughts, experiences and opinions of your friends. This will have a HUGE influence over the business and services that an individual uses.

Google+ is not just a social media platform, it is a means for Google to incorporate social into all of their other products and when all of these other products are part of our daily working lives then at some point or other Google+ will be part of what you do, how you do it and more importantly what your customers do.

To find out more about how you can leverage Google+ local to rapidly increase leads and sales for your business contact us today.

Sources

http://www.rappler.com/life-and-style/technology/19091-google-pushing-google-through-service-integration

http://globalwebindex.net/thinking/social-platforms-gwi-8-update-decline-of-local-social-media-platforms/

http://online.wsj.com/article/SB10001424127887324731304578193781852024980.html

7 Ways To Get People To Visit Your Business Website

7 Ways To Get People To Visit Your Business Website

7 Ways To Get People To Visit Your Business Website

Getting a new website is an exciting time for any business, but that joy can soon be overshadowed when you find out that visiting numbers are small and conversions are few and far between. In this post we highlight several methods that you can employ to ensure that your website is a hot bed of activity!

Short, Snappy and to the Point!

business website - get to the point

If you plan to use your website as key tool in your sales cycle, providing valuable information, giving potential clients the opportunity to learn more about you and the way you do business, or quite simply to buy your services and products then you need to make sure that the name of your website or your domain name is memorable. If your domain name is overly complicated or difficult to spell then you may find that a large percentage of potential clients go somewhere else.

Go Offline to Drive Online

business website - man delivering post

The purpose of a website is to attract business from the hundreds of millions of users that are already online so why would you want to advertise offline? Because dependent on your target demographic there may be a large percentage of your market that still prefer, read and react to offline advertisements.

Advertise in your local newspaper, send out a press release about your new site to the local newspaper or a trade magazine, or place an advert on the local radio station with a strong call to action directing the reader back to your website.

Notify Your Existing Client Base.

business website

Your Business website is a not just a tool for lead generation. It is also a valuable resource for informing existing and past clients about your business, providing useful information about the services they receive and valuable resources on how to get the best out of your services. It can also be used for informing clients how and where they can contact you if and when a problem arises, outlining the process and procedures that are in place for them to follow to reach resolution in a shorter time scale. This is important in aiding the customer and reducing the impact on your customer care department.

Send an email or a series of emails to your existing database, or invest in a mailing list so you can inform those that have showed interest in the past, or people who fit your targeted demographic, about your website. Make sure that you follow the Privacy and Electronic Communications Regulations:

  • Have the person’s permission to send the email
  • Provide a means for the recipient to unsubscribe from future mailings.

Email should be an integral part of your marketing campaign, as such there should always be a method for new visitors of your website to sign up to your mailing list to learn more about your business. A good way to incentivise this is to provide a free giveaway; this could be a series of videos, a report or an eBook that would be of value to your potential clients and in the process help highlight your expertise in your field.

Market using the Search Engines

business website

You can use a service such as Google Adwords to pay for a short advert that provides a link back to your website in the Google search results when somebody searches for keywords and phrases related to your business and or niche. You only pay for this service when an interested party clicks on that link and visits your website.

Search engine marketing can send a lot of traffic to your website in a short amount of time and therefore it is very important to have a plan in place as to how you deal with those visitors when they arrive on your site. Consider the following to improve your conversion rate of visitors to leads:

Select the right keywords or phrases

  1. Use targeted ad text
  2. Provide a call to action in the ad
  3. Send the users to a specific landing page.
  4. Provide a free giveaway to gain access to the users email address.
  5. Make it extremely easy for the user to contact you or leave their details.

To learn more about Pay Per Click Advertising click here!

Optimise your website for search engines.

business website

Search engine optimisation is where you optimise the content on your website to appear higher up in the natural search engine results. The net effect is similar to search engine marketing; effectively your business website gets the vast majority of clicks from people searching for your keywords or phrases.

The main difference being that with search engine optimisation you do not pay for each click as your website is deemed a trusted authority for the keyword term and the clicks and visitors are free. This means you can benefit from search traffic without worrying about daily costs per click advertising budgets.

Although this may seem a far more sensible option than Pay per click advertising it can often take months of hard work and investment to get your website to be deemed as the authority.  And, as is the case in business there is always a new website or a new business that is looking to challenge and take your place; search engine optimisation is not a set and forget strategy! It requires constant work in order to maintain and improve.

Get Social

business websiteSocial media sites such as Facebook, Twitter, LinkedIn and Google+ are great ways for your business to connect with your target audience and build an enthused community of people that share in the interests of your business.

Social media is also a great way to disseminate messages to your existing customer bases and share great news stories and of course fun events that make people smile and share with their friends and family.

Make sure that you have a plan for your social media campaign because although social media is a free resource, the time needed to develop and maintain interests on social media can be a significant drain on resources.

Ask Your Clients to Tell A friend


business website

Encourage your happy clients to share their great experiences of your business to their family and friends, ask your happy clients to share their experiences by leaving reviews and testimonials of your business and then use these positive endorsements to attract more targeted clients to your website.

Your existing customers are the best advocates for your business or your brand so encourage them to share your website with people that they know. Word of mouth marketing is one of the best marketing sources on the planet!

Command More Business By Encouraging Customer Reviews

Command More Business By Encouraging Customer Reviews

Command More Business By Encouraging Customer Reviews

customer reviewsSolicitors, Dentists and Accountants are losing pre qualified business each and every day before that potential client even sets foot in their place of business and without even speaking to a representative of the business. How? The decision is based solely on what other people say about your business, through customer reviews and word of mouth online.

Having a prominent position on Google is no longer enough to guarantee that people will see your business as the authority in your niche, the best person to satisfy, meet and surpass their needs. The client is educated and does their research by uncovering information from several sources before making a decision on your business. In doing so these consumer savvy clients pay more attention and give more credibility to what other people say about your business over and above what you do.

Enter the new world of word of mouth marketing!

When presented with too many choices, consumers look for ways to separate what you do and how you do it from your competitors. Often this comes down to social proof in terms of customer reviews and testimonials about your business.

Finding these customer reviews, for the most part, is not too difficult. There are hundreds if not thousands of business review sites and local directories all over the internet that contain information about your business and give patrons of your business the opportunity to share how good you and your services really are. The most important thing to remember is that once a review is posted online about your business it is there forever. Whether it is positive or negative.

It is estimated that one in four searches on the internet is a local search, a local search for example being “place name + service”. The results that appear predominately show local business directories and that is why it is important to make sure your listings are complete and you are aware of user generated content on them.

5 Local business directories that you should keep your eyes on.

1. Google Plus Local for Business

customer reviewsFormerly known as Google Places, Google Plus Local allows businesses to register themselves with Google, or claim a listing that Google has created on your behalf.  The listing is visible on Google Maps, as well as displaying in search results, with extended information and data available at a glance when a user searches for your business name and the service your business represents in your location.

Take the time to complete all relevant information about your business. The more Google knows about your business the better it can represent you in local search, maps or listings when people are searching for your services.

Put in place a campaign where you approach your clients to leave reviews on your Google Plus Profile about the services they have received. The more positive reviews you have, the more Google will begin to trust your business and this can directly affect how your business ranks in local search.

This may seem like hard work, but don’t just limit your review campaign to Google plus local, ask customers to also leave reviews on some of the following sites as Google Plus local also collates and displays reviews about your business on these sites too.

2. Yell.

15 years ago the yellow pages would have been the go to source for local business searches but with the advancement in technology and the rise of search engines the online yell directory is not as popular as it once was. On the flip side because of the brand name being so well known, Yell is still a good place to register your business. Yell give the option to have a free listing and also offer several enhanced features designed to elevate your business in the directory for a fee.

Depending on the demographics of your targeted clients, the Yellow pages and Yell could be a valuable asset in generating clients.

3. Yelp!

customer reviewsWith over 30 million reviews and 78 million unique monthly visitors Yelp is a big player in the local search arena. Couple that with the recent purchase of Qype, which in itself boasted more than 2 million local business reviews and 15 million unique monthly visitors, you can see not only that a lot of people are using the local directories but they are stopping to leave reviews.

Yelp is a full-fledged social community, complete with the ability to add friends, earn community reputations, a robust commenting system, and picture profiles. Because of its marked popularity and the fact that it has been courting users and reviews since 2004, Yelp! reviews rank well with search engines. In addition the reviews are generally seen as reputable and trustworthy and Yelp! continues to weed out fake reviews from their system. Find out what others are saying about your business and claim your Yelp listing!

4. Yahoo! Local Listings

customer reviewsYahoo! Local Listings are similar in format to Google. Complete with a map and full landing page, Yahoo! Local listings rank above organic search results, below the top three pay-per-click listings but crucially above the fold.

Although Yahoo does not get the same amount of traffic as Google there is no reason to ignore what could be a very lucrative local lead generation strategy for your business. The simple fact that Yahoo is not as popular as Google means that quite often businesses overlook Yahoo to concentrate on Google which gives you a greater opportunity to rank for your location and service with less competition.

Promote your Yahoo! Local Listing as you would any of your other business assets. It is free to create and is only limited by the effort and content you include to make your business stand out from the rest. Get your Yahoo! Map Listing started.

5. FreeIndex

customer reviewsFreeIndex is another site that is increasingly growing in popularity and has the benefit of reviews being aggregated into your Google plus local page

As with the other directories it is customisable to represent your business and your clients can leave their testimonials to share how great your business services are. The listing is free and is another great way to promote your business locally online.

As a business owner it is crucial to get your name and your brand in front of as many interested people as possible. What better way than getting it in front of people who are actively searching for your business in your local area.

Business directory listings allow you to position yourself in front of your audience and also to showcase the great work that you are providing your clients as well as a platform to shout about the excellent experience they have received at your hands through glowing customer reviews.