Tag: Customer

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Tools and Tips to Help You Automate Engagement

Customer engagement is crucial to building the all-important “know-like-trust” quotient that is so important for a business owner’s success today. After all, the main reason you even exist is to solve your customers’ problems in a way that makes them feel satisfied and delighted. The best way to engage with customers today is to automate as much as you can while remembering to focus on the customer of one.

 

  • Set Up a Customer-Driven FAQ – Most customers today like going to a website to find information by searching for answers to questions that they have before they contact anyone in person. You can assist this process by setting up an automated FAQ for the customer and potential customer to use for themselves.

 

  • Be Easy To Reach – Don’t hide your contact information from your customers. You want them to be able to contact you in a number of ways so that they can use their favorite method. If they want to contact you via email, SMS, or more directly, making that happen will help you both.

 

  • Let Your Customers Self Schedule Appointments – If you do take sales calls or do discovery calls, it’s essential for you to let your customers schedule these for themselves. Use software like acuityscheduling.com to automate the process. If you provide the phone number to them to call, you can even let them call you at the arranged time, so you have less to remember.

 

  • Automate Your Email Marketing Campaigns – Definitely use an email marketing software that uses triggers like tags to deliver the right message at the right time to the right person on your list. Software like Drip.com, Aweber.com, and if you’re not an affiliate marketer, mailchimp.com all work great.

 

  • Automate Your SMS Marketing Campaigns – Using automation software for your SMS campaigns is also important. You’re just not going to get good traction trying to do everything manually. Using a service also helps you with legal compliance.

 

  • Consider Adding a Conversational Chatbot – With the advent of inexpensive conversational chatbots, you can engage with your customers 24/7 in a way that feels very good to them and boosts sales exponentially.

 

  • Recommend Products or Services Based on Customer Behavior – Using internal triggers in the software you choose, such as your autoresponder software or your landing page software. You can efficiently deliver product recommendations to them based on what they do.

 

  • Make More Sales by Targeting Cart Abandonments – This is a fun way to automate your sales. Set up a system that automatically starts a remarketing ad campaign to target cart abandoners or to send them a message via email if you have their email when they leave their cart.

 

  • Boost Customer Retention by Following Up Post Sale – When you do make a sale, your job is not over. You need to send follow up information to them via your autoresponder and have the info via SMS. Even if all you do is send a series of messages to them after the sale, that will help.

 

  • Find Ways to Reward Your Best Customers – Remember that customers get tired of seeing all the sales directed toward new customers. Treat your customers like VIPs so that they want to stick with you.

 

  • Practice Social Listening Strategically – A really great way to automate engagement is to set up your social listening to send you information each time your product or name is mentioned. Then you can go respond directly to any mentions of your name or a like product so you can help people. Set up Google Alerts to send you the information that you need as often as you want it.

 

  • Use Automated Invoicing Tools – Why spend time with time-consuming invoicing tasks when you can automate the process as much as possible. Look at using systems like Go Daddy Bookkeeping or Freshbooks.com with their time tracker to automate your invoicing tasks as much as possible.

 

For your business to grow and flourish, you need to pay close attention to how you communicate with your customers. It needs to include two-way conversation in order to really take your engagement to the next level. When you are easy to find and are responsive to your audience, you’ll end up building a more successful business. Because when people feel like they like you, they also trust you more.

 

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Tools and Tips to Help You Automate Your Marketing

One of the best things to start automating as soon as you can is your marketing. Automating is a lot easier and less expensive than it was just five years ago. Today, even a one-person business can implement marketing automation that assists in exploding their business and taking it to new heights never considered in the past.

 

These tools and tips will help you get marketing automation right:

 

  • Understand Your Sales Process – You should easily be able to describe the journey your customer takes from awareness through to delight. Because when you know what your customer’s intent is, you can put the right tools and information in front of them.

 

  • Know Who the Customer Is – Of course, part of understanding your customer’s journey is also simply knowing who exactly your ideal customer is. You must be able to describe who they are in detail if you want to know how to market to them. This fact never changes whether you are doing things yourself, using automation, or letting a contractor do it.

 

  • Create, Plan, and Publish Content in Advance – All marketing starts with content. Before you even start using automation, you need to have content for each level of the buyer’s journey to get their attention.

 

  • Pick the Right Software – For example, software like Hootsuite is helpful to manage the social media platforms all in one place. In contrast, software like SocialOomph.com can automate your content distribution by prepopulating content. Know what the point of the software is before you buy it and use it.

 

  • Focus on List Building – Whether you are marketing using automation or doing it yourself, the main focus you should have is on list building. Building your list with hungry customers is your first priority for any marketing you do.

 

  • Know What You Want – If you don’t know what you want, it’s hard to find the software. One issue with automation is you may not realize how much you can automate, so you don’t even know that you want it because you don’t know it exists. For this reason, educate yourself on various ways others use automation because the truth is if you can think it up and it’s repeatable, you can probably automate it.

 

  • Focus on The Basics First – When you first begin implementing automation, focus on the easy things you do now. For example, automating your sales pages to deliver a freebie, sign your lead up to your list, and then deliver automated nurturing messages is the first place you should consider automating.

 

Take a look at what you already are doing in your business, and then look up whether or not you can automate that. Posting to social media, sending new content to your email list, and offering self-help customer service are some simple but powerful ways that you can start automating your marketing.

 

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Create Customer Personas or Avatars Based on The Buying Journey

Once you get to know your competition and customers, it’s time to create customer personas or client avatars. The process of developing customer personas will help you develop targeted products, services, and content that resonates with your audience. To create your customer personas or avatars, follow these steps.

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Identify Their Goals and Values

 

Just like you and your business have principles, morals, and values for which you stand, so do your customers. The customers you choose must share a moral center similar to yours. Not everyone has to be exactly the same as you. For example, even if you’re Catholic, not everyone needs to be Catholic because you are, but more than likely, they’ll resonate more with your content, products, and services if they notice a way that they relate to you.

 

Find Out Where They Get Their Information

 

Where people get their information to help them make choices is very important. Knowing what is important to them in terms of sources and other information can help you more fully develop your customer persona or client avatar. For example, if they like hanging out on an online magazine community area, that informs you that you may want to advertise there.

 

Know Their Place in Their Buying Journey

 

A buying journey is simply the steps that the customer takes to work their way through your information and offers to finally make a purchase. In most cases, they first become aware they have a problem, then consider and evaluate the solutions. Once they do that, they make a purchase, then afterward, their journey continues as a customer into the delight and, eventually, the advocacy phase.

 

Determine Their Demographics

 

An important bit of information about each of your customers is their demographics. Understanding who your customers are can assist in product design, and customer service offers, and so much more. The demographics of your ideal audience is essential for helping you figure out how to create the most targeted marketing methods.

 

List Their Pain Points and Challenges

 

As you study your audience, notice the things they talk about that are keeping them up at night as it relates to your expertise and niche. These are the pain points you need to try to solve for them. You can back up and choose an early pain point or challenge to address in your freebie that is right before these meaningful solutions for their major problems too.

 

List Potential Objections

 

The other thing you may want to include in your customer persona is their typical objections. This will help you answer those objections in your sales pages and include them in your products and services.

 

When you know your customers, you’ll be able to figure out the best places to market and advertise, what types of ads will get a response, the type of tone you should use, the words or vocabulary you should incorporate, and it’ll help you develop a cohesive story to use in your marketing campaigns. Set your goals, choose the persona you want to communicate to, and laser target your content based on that information.

 

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Reasons to Study Your Competition Carefully

It might seem strange if you’re new to the business to spend time studying your competitors. In fact, some small business owners get afraid that the competition’s existence makes it impossible for them to succeed.

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Develop a Deeper Understanding Regarding What Your Customers Expect

 

When you study your competition and see how they interact with and serve your like audience, you’re going to learn more about what the customers expect. Remember that you want to observe the customer to find out how they feel about the competition based on the way the competitors do business.

 

Learn More About Your Business Shortcomings and Flaws

 

When you get a handle on what the competition is offering and how they are offering it, you’ll be able to figure out where you are falling short. These are all areas of improvement by bringing in the right resources, either human or technical, to help you become more proficient.

 

Note How Your Offers are Better for Your Customers

 

As you study the work that your competitors do and the offers that they make, buy them. This is going to help you learn what makes a fair offer and also ways you can make the offer even better. Note the points that your offers stand out in comparison so that you can capitalize on that difference.

 

Identify and Improve Your Unique Selling Proposition

 

Your USP is your “unique selling proposition” is what makes your offers stand out from the competition’s. It’s all about what’s unique about you, your products, and your services in the eyes of your audience. You may be the low-cost option, the high-quality option, or maybe you differentiate yourself by offering top-notch customer care that is different from any other offerings.

 

Identify the Gaps in Client Services

 

When you study the competition, you can get an idea about how they serve their customers, which can teach you what to do and what not to do. Join their lists and read the messages. Try their freebies, buy their products, and ask for customer service to find out how it works for them. You can identify the gaps they have, fill them for your business, and stand out in that way.

 

Capitalize on Your Competitor’s Mistakes

 

Everyone, including you, makes mistakes. When you’re studying the competition, learn from their mistakes, and you can even capitalize on them if you’re paying attention. For example, if you note that they send 30 emails a day that feel SPAMMY, you don’t want to do that too.

 

Learn from Your Competitors Success

 

Likewise, you can learn from what your competitors are doing right. There is no reason to reinvent the wheel when it comes to marketing. Yes, you want to be unique, but the truth is every business needs to use all sorts of content marketing to get the word out, including email marketing and list building. There is no reason to try to run your business without doing this. It’s not out of style, and it still offers an astounding 38 to 1 return on investment.

 

Really Get to Know Your Audience Through Their Communities

 

An excellent use of your competition is to join their communities. By doing so, you can learn about your audience. Since they’re your competitors, that means their customers are in the same demographics as your customers. You can capitalize on that by participating in their communities so you can get to know what they want.

 

You can use a lot of methods to study your competition. You can do a simple Google search about the industry to find out who are the movers and shakers that you need to follow. Plus, once you identify the competition, you can spy on them using software like iSpionage.com, a TapClicks Company, by joining their lists and becoming part of their communities. Know who they are and find out how they please the audience so you can fill the gaps and succeed.

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