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Calls-to-Action: Essential for Small Business Websites

Did anyone else see these unsettling statistics about small business websites on the SCORE website ?  They created a clear and concise infographic on small business websites you might find interesting.  The statistics revealed here (12/2014) are probably even higher today in terms of the impact of online sales from mobile device access. Only 51% of small businesses have websites.  If that isn’t bad enough, the following statistics cover other weaknesses of the sites that do exist: 70% have no call to action. 27% don't provide a telephone number. 68% don't have an email address on the home page. 82% don't have social [...]

By |2016-12-27T17:56:25-05:00October 27th, 2016|Customer Experience, Marketing|
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Millennials – Quit Thinking About Them Coming – They’re he-re!

'Designing Strategies' Newsletter March - April 2016 Issue                       Volume 13 - Issue 70   Talk has been going on for the past ten years that 'soon' Millennials would become a major force in the marketplace and the workplace. In case you haven't notices, they're here. They are here in massive numbers – large and in charge. If you have not seriously worked on your marketing strategy for reaching them, you are way behind. They are here and in force. The leading edge of 76 million of them are now [...]

By |2017-01-09T20:45:25-05:00March 29th, 2016|Customer Experience, Customer Relationships, Newsletter|
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How to Handle Negative Customer Feedback

Sometimes, as hard as we might try to provide exceptional service to every customer, one of them will be dissatisfied about something.  In an ideal world, every sale or project would run smoothly and result in a highly satisfied customer.  Wouldn't that be wonderful?  But, reality means that sometimes things will go wrong.  When things go wrong, sometimes it will result in negative customer feedback if the problem is not handled promptly. It would be nice if the dissatisfied customer would give us a call, explain the problem and let us resolve it. But, that's not always the case. Sometimes they will [...]

By |2016-12-27T18:31:02-05:00January 7th, 2016|Customer Experience, Customer Relationships|
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Today’s Customers Are NOT Your Father’s Customers

'Designing Strategies' Newsletter September – October 2015                     Volume 12 -- Issue 67 There have been various versions of the 'It's Not Your Father's (whatever)' on TV and in magazine and newspaper advertisements over the past few years. Ad Agencies must think we have yet to notice that things have changed and aren't the same as they were years ago. No surprises there. Of course things have changed. Almost everything has changed to some degree.  Today's customers are very different from those our parents dealt with in the past. Everything has [...]

By |2017-01-09T02:30:02-05:00September 20th, 2015|Customer Experience, Customer Relationships, Newsletter, Sales|
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Are You Selling Stuff or Providing Solutions – Very Valuable Solutions?

'Designing Strategies' Newsletter July - August, 2015                     Volume 12 -- Issue 66 "Do you really know what business you are in?"  I ask this question of small business clients on a regular basis. Often I get that 'deer in the headlights' look as they try to decide why I would ask such a question. There I am, sitting in their office or studio where their company name and identity is clearly posted. I know what they are thinking: "Is this a trick question?" or maybe: "Have I hired the right person?" [...]

By |2017-01-09T01:21:38-05:00July 18th, 2015|Customer Experience, Newsletter, Sales, Strategy|
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Customer Referrals: Get New Customers Through Old Customers

Every small business owner wants their customers to love them.  Well, we at least want them to be extremely satisfied with the products or services we provided for them.  In these situations, everybody is happy.  All small businesses also want new customers. More customers equal more sales.  More sales add to growth and success.  Each new customer also provides increased opportunities for more word of mouth customer referrals that can lead to even more new customers. Referrals are nice to get, but don't leave giving referrals entirely in the hands of the referrers. If you do, they will be in [...]

By |2016-12-27T18:56:05-05:00April 2nd, 2015|Customer Experience, Customer Relationships|
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5 Phases of a Customer Lifespan

What is a customer lifespan? Did you know that customers have a lifespan?  Or, that there are 5 phases in a customer lifespan? Perhaps life cycle is the better term. It sounds so much more on-going, doesn't it?  Once you've found a potential customer or client,  or they've found you, the business relationship is official. Some customers will come to you for one purchase or project. Others may stay for a long time, doing business with you over and over again.  You would think that the customer lifespan begins with the first purchase, or order, or signing of a contract to do business. [...]

By |2017-05-19T23:03:02-04:00September 11th, 2014|Customer Experience, Customer Relationships, Sales|
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Exceed Customer Expectations

Do you strive to exceed customer expectations?  If you want to set yourself apart from your competitors, this is an easy way to do it.  I recently placed an online order with L L Bean,  makers of outdoor clothing and equipment, who have been "Helping people enjoy the outdoors - since 1912".  It is admirable that any company has been as successful as they have  for over 100 years. Reading more about the company and how they do business answers that question: 'How have they lasted so long?"  Clearly, they have done more than one or two things right over [...]

By |2016-12-27T19:20:04-05:00August 7th, 2014|Customer Experience, Marketing|
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Small Business Marketing on a Budget

People say they do their best thinking while in the shower or on a long walk. Some, like me, find their best ideas popping up while on the road driving. I know that might be a scary thought for any poor soul on the road at the same time I am... crazy woman driving with her mind in the clouds. I've been known to record forty-five minutes to an hour of ideas during a half hour trip to see a client. Rest assured, I am still alert enough to realize when some idiot is cutting into my lane. You can [...]

By |2016-12-27T19:38:47-05:00May 10th, 2014|Branding, Customer Experience, Marketing|
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Exceptional Customer Experiences Pay Off in a Major Way

'Designing Strategies' Newsletter March - April 2014                                             Volume 11 -- Issue 58   In a previous posting, we discussed the value of exemplary customer experiences.  Everyone claims to have great customer service today, but do they really? What passes for customer service has become, in many cases, a joke.  Customer service is no longer the whole story.  Customers today expect a positive experience from your firm in a wide range of services.  If they do not find exceptional [...]

By |2017-01-04T00:49:35-05:00March 15th, 2014|Customer Experience, Newsletter, Strategic Planning|
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