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…

Developing rock-solid client service in your business

If your business isn't delivering top-notch customer or client service today, you’re likely not long for this world

Developing rock-solid client service in your businessEnsuring you deliver rock-solid client service is key to your future. If your business isn't delivering top-notch customer or client service today, you’re likely not long for this world. In virtually all sectors, competition is fierce and customers can search and switch to the other guy at the drop of a hat. Here are some…

How to reduce the odds of ending up with bad clients

Clear away the clutter and negative energy that lies in the path of your success

How to reduce the odds of ending up with bad clientsHave you ever had that feeling, when talking with a potential client, that they're going to be trouble? And then you do business anyway? There are many stages for the business owner between the crazy, adrenaline- and hope-fuelled startup and business maturity. But none is as powerful as the shift between accepting any and all business and…

Five principles for a better sales force

How to create a training program that builds relationships and increases sales

Five principles for a better sales forceThere is a lot of on-the-job training required when it comes to creating an effective sales team. A massive amount of information, after all, is needed to learn the job if it is to be done well. But in addition to book knowledge, sales skills require a lot of practice if your team hopes to…

The keys to customer service you may have forgotten

Serve customers with people who like people. Keep your employees accountable. And exceed your clients’ expectations

The keys to customer service you may have forgottenUnfortunately, really great customer service is hard to find. North American consumers say we want a wonderful customer service experience. But in fact, we’ve come to expect something much less. Sometimes we get exceedingly bad customer service and we rant and rage. We believe that when we’re doing business with a company, that company should…

Poor customer service suggests Telus is doomed

After wasting hours of my life, I realized I was not the valued customer Telus continued to claim I was

Poor customer service suggests Telus is doomedOne of the first signs of a business headed for decline is poor customer service. When we fail to meet our customers’ expectations for our product or service, they generally start to leave us for other options. Business owners should always keep a close finger on the pulse of our customer service. For the three…

How to create a business that can survive a century

You need to create a foundation now that establishes strong communication and systems, and the ability to adapt

How to create a business that can survive a centuryA business in my community recently marked 100 years of operation. There was a party, celebrations and even recognition from politicians for their years of service to the community. I honestly don’t know much about the business except for the great service I’ve experienced as a patron over the years. What I do know, however,…