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Omni-channel Marketing and Customer Care, How to Be Everywhere

Posted Thu, July 27, 2017 by Julie Short

Omni-channel Marketing and Customer Care (How to Be Everywhere)
Is your organization keeping up with the expectations of today’s B2B buyers? You probably know that key decision-makers are disqualifying vendors through online research before ever engaging with a salesperson, and they have higher expectations for good post-sale interaction as well. There’s never been a time when providing an outstanding experience has mattered more. From advertising to marketing, sales, and customer service, every aspect of a brand must make your company approachable in unprecedented ways.
Can Customers Reach You When and How They Wish?
In the past, that might have meant picking up the phone or faxing an order form. Today, B2B buyers expect much more:
  • Rapid replies to email (within hours, not days)
  • Live chat with reps consistently available during business hours
  • Responses to messaging through FaceBook, Twitter, and LinkedIn—anywhere a company maintains a profile
And don’t forget mobile texting and video chat. These more personal, familiar modes of communication can really help a B2B company stand out from the crowd.
Omni-channel Is Not Multi-Channel
Multichannel marketing is a tactical approach to reaching prospects and customers through a specific set of technologies. It is traditionally focused on what works best for the company doing the marketing. Omni-channel is about shifting the conversation away from platforms, technologies, and devices. It’s about focusing on availability and personalization. Customers want to interact with a vendor on their own terms using the technology of their choice. Even more, they want their interaction history to be available to any agent they speak with so that they don’t have to repeat themselves. They expect a seamless, consistent brand experience that takes their preferences into account. Three Tips for Delivering an Omni-Channel Experience
#1: Deliver mobile-friendly web design
This is at the top of the list not only because it’s the simplest fix but because it is so essential. Even business buyers are using a variety of devices besides their desktop to interact with your brand. They might see your tweets on their phone, read a thought leadership article on their tablet, and place an order on their laptop. Besides having a responsive website that automatically detects the parameters of the user’s device, be sure you actually are delivering great content on all the platforms they might use to research your brand.
#2: Provide continuity for e-commerce
Abandoned shopping carts can represent a huge missed opportunity for companies. When a prospect switches from one device to the next, their e-commerce selections should travel with them. Imagine if your business buyer is browsing your online catalogue on their phone and drops some items in the cart for later review. When they login to their desktop later, they receive a reminder that they have items still pending checkout. You’ve just made it that much easier for them to move from consideration to purchase. The ability to synchronize across devices is essential for omni-channel!
#3: Stop Keeping Data Siloed
Every interaction your customer or prospect has with your company is part of the total picture they build about your brand. That means the questions they ask via email or even social media should be available to your agents if the customer decides to follow up via phone or live chat. That may mean implementing more than just a traditional ticket management system. You want all the data on your customers so you get a 360 view of them as well. Not only does this approach boost satisfaction, it will help you market more effectively to your customer base on an ongoing basis.
How do you plan to use technology to make your marketing and custom care more personal, more available, and more consistently excellent for every user? If you want more ideas for strategy and implementation designed for your sector and customized for your brand, contact Web Revelation today. Our team can help.
Posted in : Tips and Tricks , Email Marketing , Business Strategy | 
Tags : Marketing , Customer care ,


Three Ways to Keep Customers Coming Back Time and Time Again

Posted Thu, June 19, 2014 by Julie Short

Getting new customers is great, but unless your business is starting from scratch, keeping your existing ones is more important.

It's not difficult to see why: Repeat customers tend to place the biggest orders and buy the most services, are the ones who refer you to other customers just like them (shortening the sales process at the same time), and cost you the least to market to.

When you can keep them happy, you'll have a stable source of revenue that you can count on from one month to the next. When you can't, you'll always find yourself churning through marketing campaigns and digging around for new business.

So, how do you keep hold of your best customers and make sure they come back time and time again? Obviously, having great products or services, pricing fairly, and being known for customer service are good first steps. Beyond that, here are a few things you can do to tilt the odds in your favor:

1. Know, understand, and anticipate their needs. In most markets and industries, people can turn lots of places to get what they want or need. If you can save them time and energy, though, by understanding their buying motivations and anticipating their needs even before they realize them, you'll be rewarded with lots of repeat business.

2. Show them that working with you is safe. Adding things like online transaction verification, good customer reviews, and a number of different local and industry association memberships is a good way to build trust. And of course, being known for providing five-star customer service helps, too. What you really want is for buyers to know that working with you is as safe as it possibly could be.

3. Use the power of extras and freebies. There are hundreds of ways to reward loyal customers – from birthday cards to coupons and freebies for big purchases – and each of them has value. The idea is to find something that's convenient and meaningful to your buyers and then make sure they get enrolled. Remember, these people are the best friend your business can have, so make sure to treat them appropriately.

As you probably noticed, the most important point about keeping existing customers is simply putting their needs and concerns first. That's a simple idea, but one that's likely to pay dividends again and again.

Looking for creative ways to improve your bottom line with stronger marketing? Contact WebRevelation today and ask for a free consultation.

 

Posted in : Business Strategy , Tips and Tricks | 
Tags : customer , loyalty


Your Reputation is at Stake!

Posted Thu, October 25, 2012 by Julie Short

I recently met a business owner who asked me to review his website. If I had just randomly run across his website without meeting him, I would have thought he was out of business!

A contact (who isn't in the web development business) said that YELLOW PAGES are obsolete, if you don't have a website people won't do business with you!! 
 
You - SMART BUSINESS OWNER - require 
Professional employee attire
Clean and Organized Store front
Top-of-the line customer service
 
But you may be OVERLOOKING that your website is the first impression of your business!  
It is where the reputation starts, and it could be your SALES COFFIN.

•Has it been updated in the last 3 years?

•Does it fit wide screen monitors?
•Is the navigation easy to use?
 
Want to simple tool to fully evaluate your website? Use this easy tool Should Your Website be Fired?
 
Let me light the fire even further.  
Standard websites are NOT mobile websites.  
 
Mobile websites are websites designed specifically for smart phones and tablets.  
6 billlion smart phone users at the end of 2011!  
And their expectations are astronomical!  
( See the Mobile Content - Useage & Expectations graphic  for these details)
 
Google believes that your SUCESS IN MOBILE (websites) will determine the FUTURE OF YOUR BUSINESS! (Google Mobile Playbook
 
40% of smart phone users have turned to a competitor’s site after a bad mobile experience. 
 
 
There is an on-going war with changing consumer preferences, and if you do not keep up with it, 
your reputation will be eaten alive.  I would prefer not to attend your business’ funeral!!!
 
 
 
 

 

Posted in : Online Profile Management | 
Tags : The Mobile Playbook , Google , mobile , mobile content , mobile usage , mobile expectations , customer service , store front , reputation ,


Pinterest Baby Step #3 - What Boards to Have

Posted Wed, September 5, 2012 by Julie Short
Dear friends, please let me remind you before getting overwhelmed that baby steps will get you to the bus of success without requiring a Cerebral Enhance-o-tron, causing trauma to your brain or your friends around you.  
So as we step off this ledge into the vastness of pinning, we must pause and put our thinker caps on.  To keep in line with the Baby Steps, we want to come up with only 3 boards.  The goal of these boards would fall in line of one of these 3 life-changing questions:
1. What would be interesting to my clients?
2. What expresses the heart of my business?
3. What would be valuable for my clients to have links to?
Simple examples of this:
Real Simple Magazine - gives creative, practical, & inspiring solutions that make life easier.
Boards – Daily Thoughts & Inspirations, New Uses for Old Things, & Easy Decorating ideas
Whole Foods Market- world’s leader in natural & organic foods
Boards – Who wants dinner?!, Eat your Veggies, How Does Your Garden Grow
GE – General Electric- Pinning things that inspire us to build, power, move and cure the world. 
Boards – Pinspire, Hey Girl, and That’s Genius
 
So if you still are following along HERE, these boards may not make the most sense unless you read the images associated with them.  Pinspire encourages pinners to create their own board in honor of their cancer journey and then share the board with them.  GE chooses a board to feature each week.  This board topic lines up with GE’s mission to cure the world AND it creates a sharing environment with their followers.  Well played GE, well played!
  
So with all of this inspiration, I’ve come up with the 3 beginning boards for WebRevelation:
  1. Entrepreneur Motivation - as most of our clients are small to medium sized business owners, and who doesn’t need an added dose of COURAGE.
  2. Social Media – this has to do with what is a point of interest for our clients as all of them are online and have at least heard the distant rumbling of the social marketing herd.
  3. Customer Appreciation Gifts – as a business owner giving creative gifts to your clients is a PASSION of mine, so I want to share all of the goodies that I find.  Not only that, but I’ll be able to post items from our own clients to this board which does in turn create cross traffic for us.
May the creative force of Calvin and Hobbes be with you as you create your new board.  Follow ours to see the baby steps in progress and come back to my blog for Pinterest Baby Step #4 – Your Profile.
Posted in : Tips and Tricks | 
Tags : Entrepreneur Motivation , Social Media , Customer Appreciation Gifts , Whole Foods , Real Simple , General Electric


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