Many people struggle when giving presentations. They feel nervous and they do not like being in front of others. This can have an impact on business sales if presentations do not come across effectively and in a convincing manner. Even those who do not feel nervous can make crucial mistakes. … [Read more...]
Managing Negative Feedback in Social Media
Social media marketing has introduced a wonderful way to connect with millions of consumers through one easy platform. Just as radio and television were revolutionary to the world of advertisement and marketing, so are Twitter and Facebook. What sets these social media platforms apart from other … [Read more...]
How to Respond When Someone Mentions Your Company on Twitter
A few months ago at a conference, I tweeted several things that I was learning. (By the way, you can find me on twitter at @joerawlinson). During the course of the day, I mentioned several products that the speakers were discussing. I had no experience with these products nor did I necessarily … [Read more...]
3 Ways This Simple Email Improves Customer Experience
If your business is like most, you know it's less costly to keep and nurture an existing customer than to go out and find a new one. As more customer acquisition and retention moves to digital channels, it's important to take care to nurture customers digitally, just as you would in person. A … [Read more...]
The Secret of Effective Error Messages
Your customers will eventually encounter an error while using your website or software product. You don't want that to be the last time they use your product. The last time I used my accounting software, I encountered a cryptic and unintelligible error message. This message had some English but … [Read more...]
Tips on How to Handle Customer Conflict
Let’s face it: Not every customer you interact with is going to be the friendliest, and because of this unfortunate fact, it can be extremely difficult to be patient and kind with customers at all times. Nevertheless, if your current employment requires you to handle customers with the utmost … [Read more...]
How to Apologize to Customers
If you haven't messed up yet, just wait. Mistakes are particularly painful when they directly impact customers. How you apologize to customers will determine how those customers view you and your company for a long time. Here is an email I saw from Backcountry.com after they made a mistake. … [Read more...]
5 Customer Communication Channels You Need to Improve
Your customers will talk to you in many different places and through many different mediums. You need to audit these touch points from the customer's perspective to ensure that those communication channels are meeting your customer's needs. Face-to-Face As a business owner or the … [Read more...]
Why You Must Set Customer Expectations So They Arrive Prepared
Need information from a customer? Always set expectations so they can have that information top-of-mind. My boys and I went camping this past weekend. When we pulled up to the ranger station at the state park, the ranger told us to park and come into the office with our license plate … [Read more...]
How to Engage Customers With Non-Boring Copywriting
Your company has boring and lifeless copywriting. You've got anemic words on your website, in your product, and definitely in your marketing materials. When you write something that customers have seen before, they start to skip over it. If people see a familiar pattern, they will assume they … [Read more...]
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