Customer Experience: It’s a Journey

The customer experience truly is a journey. If your goal is to build customer relationships for life, then there are some logical steps to take to move those relationships forward in a positive way.

In the previous two articles we addressed ways to dramatically improve financial performance without major investments, and the importance of retaining profitable customers for life. Now let’s discuss how to establish those lifetime customer relationships.

Customer Experience

The life-cycle of any great business relationship begins with the initial contact and progresses forward from that point. However, the experience doesn’t have to be overly complex. At the end of the day we all want the same thing when it comes to the customer experience. Each of us wants to feel important.

How do we enrich the customer experience, and begin to establish those lifetime business relationships?

Continue reading…

Who Wants Customers For Life?

Más ventas y beneficios. Mehr Umsatz und Gewinn. Plures venditiones et expletia. Yes, in any language “more sales and profits” are the magic elixirs for a business. However, one of the most overlooked and misunderstood benchmarks for business success is the Lifetime Value (LTV) of a Customer.

In a May 2014 blog article I provided a number of ways to help business owners improve their revenue and profit projections with minimal additional cash outlay. In this article, we will focus on the importance of retaining profitable customers for life.

Who wants customers for life?

The short answer is … every business owner who wants to remain in business for the long haul. The chart below illustrates why retaining 100% of those profitable customers should be a top priority for any growth business.

Profitable Customers

Profitable Customers

When you look at the landscape of the majority of businesses, a limited number of key customers often dominate the profits achieved. In a typical business situation 20% of the customers’ can account for as much as 75% – 80% of the profits. This principle is called Pareto’s Law. Continue reading…

It’s Time to “Up the Ante”!

Yes, it is almost that time again. Mid-year is just around the corner and you know what that means. The halfway point of the 2nd quarter is generally when muscles begin to tighten (you know which ones I’m talking about) for many business owners as they reflect on their year-to-date financial performance.

BIG QUESTION: How are you going to overcome the current budget shortfall with only 2.5 quarters remaining in the calendar year?

Time to Up the AnteIf you’re behind in your financial projections, it’s time to “up the ante”! No, I’m not suggesting that you just open up the check book and toss money at the problem. In fact, here are some recommended ways to dramatically increase revenues and profits with only minimal investments.

There are three basic ways to grow a business – increase prices, sell more to existing customers and sell to new customers. The primary goal for any business owner should be to get more customers to buy more, and more often. So, start with the basics and go from there to determine what actions are necessary to improve results. Continue reading…

Competitive Advantage: A Fleeting Fancy

Competitive advantage is the favorable position an organization seeks in order to be more profitable than its competitors. It involves communicating a greater perceived value to a selected market(s) than the competition currently provides.

In effect, competitive advantage occurs when a company acquires or develops an attribute or attributes that allows it to outperform its competitors. Notice the words perceived value and currently have been underscored above to make a point. A competitive advantage can be short-lived because of three critical factors – market perception, innovation and time.

Competitive Advantage

Now, there are a plethora of ways to differentiate your product/service or company from competitors in order to gain a perceived competitive advantage. Some of the more common ways include: Continue reading…

Entrepreneurship: The Path to Prosperity

It is a path well-traveled, but not without peril. Being an entrepreneur is risky business and the odds are stacked against you. You’ve seen the statistics, 50% to 75% of all new business starts fail within the first 3-5 years.

So, why do so many people choose entrepreneurship as the path to prosperity?

The reasons ‘why’ are numerous and whether entrepreneurship was thrust upon you due to a job loss, or born out of a desire for change, we all share a common goal. All of us are seeking a better life and to build something special that we can take pride in.

Prosperity

Although the path to prosperity can’t be assured, here are some things to keep in front of you that will help you reach your destination. Continue reading…

Preparing for Success in 2014

Preparing for success in 2014. What does success look like and what should we do different in the new year to reach our goals? When we start the planning cycle for a new calendar year that is generally how the conversation starts, isn’t it?

In reaching our lofty goals, we generally begin by identifying what we need to do differently in order to achieve success. But is this really the optimal starting point? Let me offer another approach to help you successfully reach your goals and financial targets.

Success

Rather than focusing on what to do ‘different’, focus on what to do ‘better’ as a first step. Continue reading…

What Does a ‘No’ Response Really Mean?

What does a ‘no’ response really mean? The previous article addressed some of the common language, communication and media challenges we encounter when attempting to connect with the market. Now let’s shift gears and discuss what a no response really means and more importantly, what to do about it to improve response rates and sales results.

No Response

Regardless of the method of communication – i.e. direct mail, email, social media, text, etc. your goal should always be twofold. First, to grab the prospective buyer’s attention and second, to move them to an eventual sale.

In doing so, it helps to work the industry averages in your favor. For example, the typical open rates for email campaigns vary from 15% to 30%, and the response (click) rates from 2.5% to 3.5%, based on factors such as industry and company size. For direct mail, the response rates average between 1.5% and 4.5%. And improving on the industry averages should translate to better close rates, if you have a compelling value proposition and offer.

So, what are some of the steps you should take to improve response rates? Continue reading…

Sprechen Sie (They Speak) What?

Sprechen sie (they speak) what? Do you find it more challenging these days to connect with people and engage in meaningful conversation? Or for that matter, to just get a response from the other party! It sometimes seems like we are speaking a foreign language, or that the communication link has been severed.

At no time in mankind’s history, since the Lord scattered the twelve tribes, has our language and basic communication been so complex and confusing. This can represent a big challenge for many businesses attempting to enter new markets either regionally or globally that are unfamiliar with the local customs, languages and preferences.

World Languages

How can you communicate effectively and ensure your message is heard by the target audience when there are so many language and communication variables to consider? Continue reading…

Make Continuous Improvement a Priority

Where does continuous improvement rank on your list of priorities? If it is not at or near the top, then it should be.

Continuous improvement is essential to growth in all of the critical ‘Five F’ areas of life – faith, family, finances, fitness and fun. However, for this article, let’s focus on continuous improvement within the context of the business community.

Start out by asking yourself this question, “What would your business look like if Jack Welch, or Warren Buffett, or Bill Gates were running it?” Continue reading…

Marketing Secrets for the New Economy – Part 2

In Marketing Secrets for the New Economy – Part 2 we will explore why globalization has become a key strategic imperative for sustainable business growth and survival in the new economy.

Yeah, yeah, I know what you’re thinking. There he goes again, beating that globalization drum. Doesn’t he understand that I own a small local business and have no plans to expand globally?

Yes, I get it … but that is today’s reality. We are talking about the future opportunities for growth in the new global economy. Your opinion may change after you have read Part 2 of the article and had time to consider the following chart in more detail.

Global Wealth Distribution Chart

Let us start the globalization discussion by acknowledging the fact that there is no such thing as a local business in today’s rapidly changing economy. Millions of “eyeballs” around the world can gain access to your business from your web site, social media, email lists and other sources, and vice versa. As such, our world has become interconnected, interdependent and open. Continue reading…