Why does Telus treat new customers better than loyal ones?

Create an environment where there’s substantial value for new clients while recognizing and rewarding loyalty

Why does Telus treat new customers better than loyal ones?I wanted to pay my Telus bill recently and because I had to update my credit card, I went to their website to contact customer service. Apparently due to COVID-19, a note on the Telus website tells customers to expect longer than normal waiting times. Last year, before the effects of COVID-19 on their service…

How to create an impactful brand for your business

Our guide to ensuring your brand captures who you are and who your customers believe you to be

How to create an impactful brand for your businessBranding is an extremely overused word – quickly followed by sentences that include “we need a vision,” “we need a mission” and “we need our values, ASAP!” Of course, businesses need those things. The challenge with these branding pieces happens when leaders don’t understand what they are by definition, over and above inspirational sentences, what…

Passionate customer service could save your business

If you give lip service to treating people well and then treat your team poorly, don’t expect your clients to receive anything different

Passionate customer service could save your businessLike most people (at least 62 per cent, according to a 2019 study by Hello Products), I don’t like going to the dentist. However, this was my week for getting a cavity checked and I headed to the dentist’s office. You know the routine: you get questioned and prodded by the dental assistant as she…

Create a landing page that turns visitors into customers

You want to be really clear about what you’re selling, how to buy and what the process is

Create a landing page that turns visitors into customersA landing page is a dedicated page on your website that people are brought directly to from some sort of advertising or offer. This custom page is where you will convert that click on advertising into a customer in your business. When someone visits your landing page, they’re looking to scan and not read a…

In search of true online fans to build your business

Don’t worry about vanity metrics and instead worry about engagement metrics. You want the people who are committed to your service

In search of true online fans to build your businessWhen you start an online social page, a blog, a website, basically anything in the online or digital space, you want online fans. Fans are who you sell your products or services to. Fans tell their friends about you, fans buy your newest gadget or album, fans create hype and give you so much content…

What skin are you putting in the client prospecting game?

Building relationships with prospects is crucial to long-term business growth. And it all comes down to trust and commitment

What skin are you putting in the client prospecting game?“Real clients put skin in the game” is an adage used in the business training I’m a part of. The adage identifies if you’re connecting with a qualified prospect. Are they committed to doing something you’ve asked (e.g. complete key forms prior to the meeting)? While we business owners ask this of our prospects, are…

Use online messaging as part of your reopening strategy

Don’t wait to communicate – customers are looking for reassurance right now and you can highlight your efforts

Use online messaging as part of your reopening strategyNow that the provinces are starting the stages of reopening, business owners everywhere are flipping that Closed sign to Open. And whether you’re offering a product or a service, you need to let your audience (users, customers, fans) know what you’re doing. Don’t wait to communicate – customers are looking for reassurance right now and…

Build a customer persona to drive online traffic

Put yourself in the shoes of your customers, with the help of analytic tools and surveys, in order to market to them correctly

Build a customer persona to drive online trafficBuilding an online audience takes time. And as you start to grow online and engage with your audience more and more, you will need to build a customer persona. When you create a customer persona, you’re putting yourself in the shoes of your customer. You’re learning about their habits, behaviours and interests. Once you figure…

Creating value for customers more important than ever

If your business is to survive the next few years of economic constraints, you need to passionately create value for your customers

Creating value for customers more important than everThere’s a restaurant in my community that has been around for almost 40 years. It doesn’t provide fancy meals but you get plenty of good wholesome food like your mother used to make. The food is piled high on your plate, leaving no doubt that your appetite is going to be satisfied. At the end…

Putting your business face on Facebook can pay off

If you’re just starting your business page or want to spruce up the one you have, here are seven things you need to do

Putting your business face on Facebook can pay offFacebook launched in February 2004 as a university directory. The excitement caught on and it has become one of the most powerful social networks with over 2.45 billion monthly users. Facebook started with personal profiles but by the end of 2007 there were over 100,000 businesses signing up. Now more than 60 million firms use…
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