Waiting for the phone to ring? Wondering why your page views and bounce rates are dismal, and your competition has twice the social media engagement? Here are 3 reasons why your business fails while your competition succeeds.
1. They Put Their Customers First
Think the customer is always right? Wrong. This antiquated approach to customer service is passive and stuffy. Why wait for your customers to tell you what they want when you can offer them what they need? Change that ‘customer is always right’ mindset to one of ‘put the customer first’. When you put your customer first you actively control all interactions and can guide your customer to what you know is best for them. Apply this concept across the board and you’ll fast see a change in customer engagement. Put your customers first by suggesting up-sells to improve their experience. Put them first by thanking them with a personal note after every order. Put them first by working on decreasing your customer service wait time. Put them first by responding to every single social media comment, review, and mention.
2. They Invest in Their Website
Does your website stand out? Or does it look like every other template website? For many companies, your website may be the only interaction your customers have with you. If your website doesn’t engage, visitors certainly won’t take the time to continue a conversation with you on social or by signing up for newsletters. There’s nothing wrong with a clean, simple website as long as it is well-kept. Quality back-end website design and development is expensive, so if that’s out of your reach for now focus on keeping your site active, easy to navigate, and up to date. There’s no excuse for dead links, old information, or a confusing layout.
3. They Inspire
You do not sell a product. You sell HOW that product will make your customers feel or help them achieve. Don’t sell a burger – sell delicious. Don’t sell a cleaning service – sell the look on your mother in-laws face when she steps into your pristine home. Share those moments with your customers. Encourage them to share their stories with you and the community you create. Make sure the voice of your company, presented in copy and images, reflects how your product or service will make your customers feel.
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This article is published by Will Sherwood | The Sherwood Group |Website Design | Graphic Design | Marketing Communications: The Sherwood Group has over 30 years of experience working with all sorts of companies, small and large. Our clients range from entrepreneurs to Fortune 500 firms, in nearly every business sector, from across the street to around the world (and yes, even Europe, China, and South America). Our goal is to create advertising, graphic design, website design, and marketing communication that still looks fresh and relevant 10-15 years later. Our mission is to stir your imagination and leave your competition shaken and wondering, Now what do we do?” We are located in Myrtle Beach, South Carolina.
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