Annie Pilon says, “If you want your business to succeed online, you can’t just sell to customers — you have to actually connect with them. Luckily, there are tons of different ways you can do this. And members of our small business community are well versed in all of those different techniques. Check out some of their top tips below. Learn the Do’s and Don’ts of Connecting Through Instagram If you use Instagram for your business, then you have access to a great tool for connecting with customers and other members of your target audience. But there are some do’s and don’ts to... [...]

Kumail Hemani says, “We all know that social media is a great way to promote yourself and spread your business’ message across the web. For e-commerce stores, a few social shares can quickly snowball into unbelievable success. Unlike, brick and mortar stores, e-commerce has the benefit of being available 24/7. Whether your customers are shopping on a holiday or at 2 AM, the store is open for business. But this accessibility is a 2-way street; your customers can shop anytime, but they can also send feedback and share comments at all hours of the day. This problem is amplified if your e-commerce... [...]

Kate Leggett says, “Customers hold the power in their relationships with businesses. Today, it’s not enough for businesses to deliver products. Customers expect them to deliver outcomes and success. To do this, businesses must understand who the customer is, what their pain points are in achieving their business goals, and must help them choose the right products to meet their goals. The relationship does not stop there. Businesses must ensure that a new customer is properly onboarded, and is realizing ongoing value from their purchase. Forrester data backs these statements up. 68%... [...]

Rieva Lesonky says, “Positive emotions are vital to a good retail customer experience. But how can you ensure customers have a positive experience in your store? The Power of Emotion and Personalization, a survey of more than 20,000 people by InMoment, has some guidance about what emotions matter most to customer loyalty. Emotion has become the No. 1 driver of a great customer experience, InMoment reports — more important than ease or effectiveness. The study surveyed both customers and businesses about what emotions create positive brand experiences. Here’s what they said: Satisfaction... [...]

Jeff Shore says, “Check-up time. Park your ego outside, be honest and take some time to determine if your sales presentation suffers from any of these deal-killing strategies. 1. Forcing your customer to take the lead There is a very common question that gets asked in the sales world. And it drives customers up the flippin’ wall. The question? “How can I help you?” The request sounds innocent enough — almost friendly. But think of the implications. We are asking the customer to take the lead and describe both the situation and the solution. Yep, nothing like saying to a customer,... [...]

Megan Totka says, “Customers will say time and again that they are willing to pay more money for high quality customer service. When it comes to running and growing your business, it all boils down to the strength of your corporate philosophy and customer service. Customers will say time and again that they are willing to pay more money for high quality customer service. Many customers say they will stop doing business with a company if the customer service is poor. This shows that your retention rates and overall customer satisfaction rely heavily on your customer service and corporate... [...]

Melissa Eggleston says, “In 2009, whether you were a golfer or not, you likely heard about Tiger Woods. It started with a drama-filled Thanksgiving night with his wife. It ended with a public apology the following February. The superstar’s wholesome image unraveled publicly as one mistress after another came forth. Soon his marriage was lost, sponsorships gone, and fans bewildered. We were left wondering: Who was the real Tiger Woods anyway? Was everything we thought about him just a sham? Woods didn’t need a consultant to help him with his brand. He needed a therapist. He stated this... [...]

Ben Davis says, “Some companies have customer experience managers or departments, and others do not. Why is that? Who should own customer experience and what does that entail? In an ideal world, everybody should champion the customer and their experience; certainly everyone within marketing, ecommerce/digital, sales, product development, service design and leadership. That’s what happens in startups, and it’s easy to do when you’re a small band of merry men and women led by a charismatic founder. But how easy is it for a big multinational? How does that actually work? At... [...]

Shar VanBoskirk says, “Since 2010, you’ve heard Forrester beating our customer obsessed drum.  It is our idea that in The Age of the Customer, your relationship with your customers are your primary competitive differentiator.  We’ve written a lot about how to put the customer at the center of your total operating model.  But a total customer-obsessed transformation can be daunting because of the completeness it requires.  So many companies we talk to get overwhelmed at the idea of having to change every single part of their business, so they do nothing instead.  How could... [...]

Matt Mansfield says, “Customer service is one of the key linchpins of small business success. Do it poorly and you’ll drive your customers away, do it well and it can pay off in ways you never expected. As a small business owner, you should always work on improving customer service. That means: Understanding the value of good customer service; Keeping an eye on trends and statistics; Building a solid customer service team; Staying on top of the latest tips and tools; Figuring out how to manage your team; and Learning from real-world customer service examples, both positive and negative. Guide... [...]