In this day and age when numerous transactions are done online, more and more businesses need to embrace technology and adapt to change. If your target market spends a lot of time on their smartphones, laptops, and other mobile devices, it makes sense to ensure that they will find your business there. It’s likely that your competitors are also taking steps to establish a presence online – if they haven’t already done so.
It’s not enough to have an online presence. To stand out from your competition, your business should have a strong foundation in the digital space. Not only does this boost your reputation but it also increases credibility and demonstrates your expertise in the industry. It likewise helps in reaching a broader market and makes it much more convenient for people to know more about the products or services that you offer. Eventually, this can lead to new customers and make them loyal to your brand.
So how can you optimize your business’ online presence? Here are 4 tips to help you stand out from the crowd:
Make sure that your business website is optimized. Creating and running a website is one of the obvious thing business owners need to do to establish an online
This is where you will highlight your products or services, experience in the industry, a bit of background, client or customer testimonials, and contact details. You can also have a section for news or updates about your offerings, as well as articles or blog posts related to what you offer. Bear in mind that your website should be user-friendly and
mobile-friendly. Be clear about what you want people to do and make it easy for them to reach out to you if they have any questions. Other functions or features can be added based on the requirements of the business. For instance, some include customized online calculators or basic assessments.
Consider guest blogging and email marketing. There are so many online strategies that you can take to make your online presence known, but guest blogging and email marketing are consistently an approach most digital marketers take.
Guest blogging – Relevant content plays a huge role in optimizing your online presence, and being a guest author to a well-known site or popular blog significantly helps improve your credibility in the industry. Sharing your knowledge, instead of writing just to get links, is essential in reaching a broader Keep in mind that the sites that will host your content usually have more followers than your website, so guest blogging in those sites enables you to introduce your business on a much bigger scale. If you contributed relevant content, readers would be more likely to visit your business website, and you may be able to turn them into customers.
Email marketing – This is another useful tool to optimize your business’ online A lot of people rely on emails to stay up-to-date and handle their online transactions, so it’s an ideal platform to reach out to your customers and attract new ones. A campaign can include sending customized messages to prospects, giving incentives or rewards to loyal customers, and sending surveys or feedback forms for their purchases to help you gain more information about your target audience.
Provide better customer service with a live chat feature. For better or worse, customers have a lot to say about a product or They may want to leave their feedback for the items they liked, complain about a particular service, ask questions about a product, or find out where your physical office is. Most companies have a customer service center with live agents, but more and more businesses are adding a live chat feature. This enables you to address customers’ concerns right away. Otherwise, they may get frustrated or disappointed – and you certainly don’t want unhappy customers. Also, live chat helps you to improve your conversion rate. Since potential customers can quickly get answers to their inquiries, they will be more likely to buy a product or a service.
Carry cyber insurance. Does your business collect credit card information, keep details of employees digitally, store personal data of prospects and customers on a database, or use technology on day-to-day activities? If so, then you should make cyber insurance a priority.
In this digital age, data protection and security have become even more critical. Businesses that store personal information of customers or clients cannot afford to be complacent when it comes to protecting their data. Exposure of sensitive information can lead to claims that will result in significant financial losses as well as damage to your business reputation. One survey found that over half of U.S businesses experience a cyber hack in 2017, and more than 70% of those had to shell out over $5,000 to investigate and deal with the consequences of a data breach. With cyber insurance, your business will be protected. Make sure you just a trusted insurance agent who will make buying a policy as painless as possible. They will walk you through the process to make sure you get the policy that’s best for your business. You can get an instant quote on cyber insurance or any other your business might need.
By Emily Lazration, CoverWallet
Emily is the Content Marketing Specialist at CoverWallet, a tech company that makes it easy for businesses to understand, buy and manage commercial insurance online.
Anat is the Sr. Social Media Marketing Manager at Ooma. With over seven years of experience in Social Media, her early adoption of popular social media platforms allows her to stay one step ahead in the social media realm. Her experience, goal-oriented personality, and understanding of engagement and metrics lead her to create social media solutions that provide measurable results. Anat holds a BS in Marketing and a minor in Communications from Arizona State University.
Loyal customers are critical to business success because they tend to be a source of repeat business. According to The Loyalty Report 2018, “Loyalty programs that establish positive emotional connections with Members see 27% more of their Membership increasing their spend with the Brand.” This research tells us that building customer loyalty can lead to more spending.
Loyalty programs vs. improving customer experience: Designing your approach
There are different approaches to building customer loyalty. Some companies use loyalty program cards, bonus offers and other incentives. You might offer access to special deals like CVS or take 5% off the purchase price like Target. You might even give some or part of your product away for free, like airlines that provide free flights through their loyalty programs. What if your small business isn’t interested or able to offer these kinds of loyalty programs?
There is another way to encourage loyal customers to keep giving you repeat business. Gather customer feedback through a phone survey and then use that data to improve the customer experience. When customers see that the business owner has acted on their feedback, they may feel inspired to return to that business. That means more revenue for the bottom line. You just need a fast and straightforward way to conduct a customer satisfaction survey. That’s where a focused business phone survey comes in.
Why increasing customer loyalty with a phone survey is a good choice.
Organizing a customer satisfaction survey by phone offers notable advantages compared to other methods. While a net promoter survey can give you interesting data, there is no conversational element involved. Further, using the net promoter survey approach effectively requires a certain degree of specialized training in the net promoter methodology.
You might also consider online customer surveys. Surveying your email list or website is worth attempting. Depending on the size of your email list or website traffic, you might be able to get a large number of survey responses. The challenge with online customer surveys is that you will have to spend a lot of time reviewing the data to find insights. There is no way to ask a customer to clarify their survey responses or provide an example.
Conducting a customer satisfaction survey by phone gives you the best of both worlds. You can ask questions and get survey responses. However, you also have the opportunity to provide the human touch. For instance, you may hear a customer complain about a lost or delayed order. When you hear about a problem during a phone survey, you can gather all the necessary details to make the situation right with the customer.
How to increase customer loyalty with a phone survey step by step.
The following steps give you a starting point to create a simple customer satisfaction survey. Over the course of a month, you could gather a significant amount of insights to improve your customer service by calling five to 10 customers per day.
Define your customer satisfaction survey goals.
Before calling a single customer, reflect on your business goals. Are you seeking to improve your profit margins? In that case, you may want to focus your survey on the customers that spend the most on your business. Finding ways to make high-spending customers content may give you an excellent return. Alternatively, you may decide to focus your survey project on whether your local SEO has attracted customers.
Write your customer satisfaction survey questions.
Now that you have clarity on your goals, it is time to write your questions. According to Survey Monkey, a survey software company, it is best to focus your survey on closed-ended questions. An example of a closed-ended question would be: “How many times have you bought from our business in the past 12 months?” However, this kind of question may not give you the ideas you need to improve the customer experience.
At the end of the survey, consider asking one or two open-ended questions to understand better what your customers like. Encourage customers to think creatively with a question like this: “If you could change anything in our business, what would you improve?”
Tip: Reduce your need for note-taking by using call recording, but make sure that you ask for permission first.
Test the survey with a small group of customers.
With your list of customer satisfaction questions, make a few test phone calls to customers. The purpose of the test is to discover if any of the questions are unclear. If you receive confusing answers, revise the question to make them clearer.
Train employees on how to gather survey responses.
Consider running a few training phone calls for your employees. Ask them to call you or other employees in a role-playing scenario. Making a few practice calls will help your employees become more familiar with the questions. Besides, practice phone surveys will help employees learn how to record survey responses accurately. Once the training is complete, give your staff a list of customers to call and let them get started.
Review the survey responses for insights and follow up with customers.
After all of the survey responses are in, schedule time to review the results. In particular, look for patterns in the results. If a large number of people gave low scores to your website, you may need to make improvements. Also, review the survey responses received in the open-ended questions. You might be pleasantly surprised at what customers tell you.
Follow up with customers after the survey when needed.
A phone survey lets you gather rich insights because you can quickly ask follow-up questions. However, merely gathering survey responses may not impress your customers very much. Instead, offer to refer problems to the business owner for improvement or offer to enter the respondent in a drawing for a gift card. That is a much more compelling improvement! By addressing problems and issues when they arise, you stand a much better chance of winning additional loyal customers.