Customer acquisition and retention

12 quick cheap marketing tips for all businesses that work

Today’s market is tough.  Competition has never been more intense and it’s getting harder to earn... read more

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Allan Bennetto Founder at JMango
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Customer acquisition and retention

How to Drive Customer Referrals (When You Aren't Airbnb, Dropbox or Uber)

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Customer acquisition and retention

8 Steps to Attracting New Customers

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How do I market for Valentines Day?

Anyone use Valentines day in their marketing? I have done Valentines day marketing before but I'm... read more

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Hi there,Like John mentioned, it really does depend on your business.Themes like Valentines Day are predominantly suited to businesses that directly relate to gifts and activities a consumer would purchase or be involved in specifically for Valentines Day. Examples of business who would benefit by engaging in marketing activities based around a Valentines day theme would be: -Florists -Chocolatier/sweets company-Overnight stay venue-Restaurants-Jewellery storesFor marketing to be successful you will need to have a specific goal.If I had a florist, I would advertise my business widely and make my business top of mind for when Valentine's Day approaches. How? Again, depends on your business and your market. Think of ways to stand out and don't get lost in all of the advertising clutter.Feel free to reach out for specific help!
Whilst you remain anonymous it is impractical to deliver meaningfulanswers to your question. Respondents have no idea whether you are a florist, an up-market restaurant or supply industrial lubricants to the mining industry. Not all businesses are relevant to Valentine’s Day marketing activities.The most effective way to get some relevant responses is to provide examples of your previous efforts together with their results. Then there are many here that can add significant value for an identified enterprise in a defined market sector.
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Questions

How can I get more customers into my Cafe?

I have a cafe in an industrial area and I get my regulars but want to get more feet in the... read more

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Greg RogersFounder and CEO at REthink HQ
Always a $64k question in business.I agree with Steve that without a little more information it is a little hard to give some real concrete advice, and I would reiterate the comment about whatever you do make sure you measure it!If you are looking to take business away from a competitor look at what they are doing and either replicate it (but in a better way) identify something that they don't do (differentiate) or best of all.....ask the people with the real knowledge...your customers!When they choose you, why? What makes them step across your doorway? What would make them purchase more and more often?If the answer is something you can do more of, then scale it.Conversely don't be afraid to also ask what they don't like, then as opposed to the above, stop it, don't do it anymore!Hope this helps, the first step though is to have some information (fact) to base a decision on, as Steve said, you do this by measurement.Cheers
As it is a physical business that is location based you can't go past letterbox drops and specials of certain items on slower days of the week. Such items should be partial meals or 2 for 1 so they are not abused. Remember in business cost is secondary to monopoly and reputation
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Why choose Styling for Sale?

Why choose Styling for Sale? What is the BENEFITS OF HOME STYLING? read more

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Norton Contact Number UK 0800-090-3242 Norton Customer Service UK?

The time you get to come across any tech issue in Norton installed in your device then contact tech... read more

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What are the best employee retention strategies for a food service business?

I believe in cultivating a work culture that will help my employees not only grow skill wise. What... read more

Greg RogersFounder and CEO at REthink HQ
Hi Nathan,Ask them, have a conversation with them!It will be as different and as individual as they are.Don't fall into the trap of thinking that you can apply a blanket approach. People and their behaviour are reinforced and rewarded in different ways, at different times, in different environments.Behaviour can be shaped, predicted, reinforced, punished and most important measured.How often do we start a conversation with...you always...everytime....you never....Get baseline, behaviour and then measure. To get more of the behaviour you want or want more of, reinforce through reward (actually has to be though). If you do this well you will find the behaviours you don't want or want less of start to go diminish and go way.The absolute correct answer to your question is right there...right there... with that employee and that employee and that employee.....CheersGreg
Greg RogersFounder and CEO at REthink HQ
Hi Nathan,Ask them, have a conversation with them!It will be as different and as individual as they are.Don't fall into the trap of thinking that you can apply a blanket approach. People and their behaviour are reinforced and rewarded in different ways, at different times, in different environments.Behaviour can be shaped, predicted, reinforced, punished and most important measured.How often do we start a conversation with...you always...everytime....you never....Get baseline, behaviour and then measure. To get more of the behaviour you want or want more of, reinforce through reward (actually has to be though). If you do this well you will find the behaviours you don't want or want less of start to go diminish and go way.The absolute correct answer to your question is right there...right there... with that employee and that employee and that employee.....CheersGreg
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How do you handle a disgruntled customer from a competitor?

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Would you use a site that's free to post a job for transport needs such as courier packages, removal transport etc.?

Car carrier, store deliveries, freight... *if so, what would you use it for and how often do... read more

Hi Diane,Your question is a bit vague, so forgive me if I have got it wrong, but it sounds like you are thinking about running a courier service for larger objects? If you are just starting out, you could try Gumtree and Craigslist to get you started. Depending on what areas you plan to cover, you could try advertising in all states, suburbs and towns in that area with a view to picking up backloads. As you start to get some business though, I would strongly recommend setting up your own website so that you look more professional, then start marketing your business through social media, both free and paid ads. Hope that helps, but if I have got it wrong, just let me know with a bit more detail.Regards,Terry
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Customer acquisition and retention

Performance Improvement: Do your customer experience ads lie?

We want to share two examples of brand trashing and, for complete contrast, a great example of... read more

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John P Dawson Managing Partner at Dawson McDonald Consulting
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Jef LippiattOwner at Startup Chucktown
Brian, I can give you a bit of hope. Although many businesses here in the US have terrible service as well, there are 3 businesses that have outstanding customer service and experience. 1. Publix - A regional grocery chain. They will walk you to items in the store that you are looking for, go to the back and bring out items that were out of stock on shelves (they won't just bring enough out for you they will restock then and there), they will take out your groceries, if it is raining they will hold an umbrella over you as you push your cart out to the car (they will get soaked to keep you dry). 2. WOW - A regional/small national cable and internet provider. It is a shock compared to Time Warner or Comcast, but WOW does really live up to their name. It is easy to get through to an actual person, they come when they say they will and their pricing is fairly transparent. 3. Stickermule - An online seller or custom / die-cut stickers. They offer free shipping on every order (within the US), their pricing is great (have tons of ways to save money with deals and competitions), they pack each order with 1 or more sign off slips by actual employees, their online system is super easy to use. Sadly those are the only examples that come to mind, but they exceed the status quo of garbage customer service, I'd gladly spend more than all of them charge for the product / service I get.
John P DawsonManaging Partner at Dawson McDonald Consulting
Thanks Jef & Brian for your comments. delivering great CX consistently is a challenge for all organisations.
Questions

What has stopped from putting client agreements in place as part of client relationship process?

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Customer acquisition and retention

How to Earn and Keep a Customer's Trust

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Customer acquisition and retention

Customer Loyalty 3.0 Is Never About Transactions. It's About Getting to Know Your Customers.

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Customer acquisition and retention

How to Manage Clients When You Own a Freelance Graphic Design Business

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Customer acquisition and retention

Fast feedback means faster customer growth

When it comes to building a fast-growth, scalable startup, there are many resources out there that...read more

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Customer acquisition and retention

Do you have a Long Distance Relationship with Your Clients?

A couple of months ago I answered a question in a business forum relating to keeping customers... read more

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Brad LyonsOwner at SMS Fusion
I currently live in Thailand however the majority of my clients are in Australia. No issues with client relationships as long as you have a good line of communication. As you said "Never underestimate the power of a phone call".My clients love that they can just call a local number and still come through to me no matter what country I am in. The time zone can be an issue if you are not prepared however I still live by the Australian time zone. I am up and ready to work by 9 am AEST. Thailand is only 3 hours behind so no major issue there. I believe it is important when working remotely from another country you should make the effort to visit your clients in person. his could be by attending a industry conference or organizing a trip back to Australia and arrange as many meetings as possible. Nothing is better than face to face contact, it builds trust and if you have new clients they will want to meet you. Every year I come back to Australian and meet with current and new clients. However making sure you are setup correctly to work remotely is very important. For example I have a QLD and NSW landline number clients can call, comes through to me even if I am in Thailand, Cebu or anywhere else in the world. Clients only pay the cost of a local call and they love that.While clients love being able to make a call at times they want answers without having to call. Having an online CRM gives your clients the ability to do this 24/7 so there are no issues with time zones. They can leave messages, request updates, make changes to jobs etc. Online CRM's don't cost a lot of money, in fact there are a lot of free ones out there. I would recommend even if you are still in the same country as your customers, setup systems and processes so you can operate from anywhere in the world and your clients will love you for it.
Great point Jef, even now when writing articles I think about who is reading and adjust spelling accordingly. With a global audience this is getting tougher! Having a sense of humor when dealing with clients from different countries is a biggie too, when the communication breaks down, we can always laugh and celebrate the differences :-)
Customer acquisition and retention

What's More Important: Retaining Customers or Acquiring Customers?

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Customer acquisition and retention

3 Quick Tips for Handling an Upset Customer

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Questions

What does it mean if a business adopts a different approach towards it's base customers and new customers?

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Mary Mai Business Intelligence Analyst at Savvysme
Lina BarfootEditor at SavvySME
If you mean for the customers I would say there might be some decline in loyalty. It's frustrating when you feel that you might be better off leaving a business and possibly returning to it later, than staying with it. Especially as there's a good chance more than one company in the same category does this, and then, as a customer, you're better off constantly switching than staying loyal.
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