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Making customer service personal AND customer friendly

August 18, 2015  |   Communications,Marketing tips,Online marketing  

Making customer service personal AND customer friendly

I don’t know about you, but I love it when I see an option to chat (by message) to somebody live on a website, especially when it comes to anything technical.

This morning I have been live messaging Vodafone about my son’s mobile phone account. The packages and bundles are pretty hard to unravel in order to understand exactly what you get and what happens if you go over them … but that seems to be a specific strategy. On a previous attempt I couldn’t get any sense out of the assistant in the very busy shop, so it was much more relaxed talking to somebody ‘anonymous’ but personal.

The whole … ‘just one more thing’ aspect becomes much less awkward, even if you can imagine them banging their heads on the keyboard at the other end!

The final benefit is that you get a copy of the conversation emailed to you when you’ve finished so you can refer back to it. (more…)

Laying foundations for success

Laying foundations for success

Marketing is a bit like building a house. The first step is to prepare the foundations and establish a firm base for sales by setting objectives and a plan to achieve them. You then start to build the house according to what the end user wants.

Marketing can achieve the following objectives:

  • Raising awareness
  • Setting out your stall
  • Showing what problems you solve
  • Aligning yourself with your target customers
  • Building credibility
  • Generating leads


What if your marketing is just not working?

What if your marketing is just not working?

When you’ve decided to invest some money in marketing activity, it is always a nail-biting time as you sit and wait, hoping that your investment generates some leads, or even better direct sales.

But if you’re not inundated with interested customers, don’t despair. Take a step back and go through this checklist before trying again:

Are your marketing objectives clear?

Decide on a figure or a number that you want to achieve e.g. £5,000 in sales, 30 new orders or 10 enquiries. Decide when you want this to happen by. Check if it is a realistic expectation. (more…)

How can you make social media REALLY work for your customers?

October 04, 2013  |   Communications,Marketing tips,Online marketing  

How can you make social media REALLY work for your customers?

I recently ordered a few items from the website of a well known store with the full intention of returning whatever wasn’t needed. When the parcel arrived, it gave 3 options for returning items, one of which was to download a freepost label from the website. What a great idea! Saves wasted paper as only those that need it will download it, and what a great customer benefit, being able to return items for free.

Unfortunately, when I got to the website, I could not find the label. (more…)

Are you missing a simple trick?

May 13, 2013  |   Marketing tips,Online marketing  

Are you missing a simple trick?

If you run a business where people come to you at your premises, have you claimed your page on facebook and Google? If not, you could be missing a big opportunity to gain new customers – and not just new customers, but ones that know somebody that already uses your services. That means you come with a recommendation too!

As more and more people use smart phones (over 60% of mobile users) and they become ever more sophisticated, faster and easier to access the internet, more people are using them to ‘check in’ when they arrive somewhere. This tells their friends where they are, and often prompts curious friends to click on the page to have a look. If they like what they see, they may well like your page too. No effort required on your part, other than taking the time to claim your page in the first place.  (more…)

Your website is like a cyber pet

November 28, 2012  |   Marketing tips,Online marketing  

Your website is like a cyber pet

I saw my first ever website 15 years ago. In the big scheme of things, that’s not THAT long ago, but how much has changed since then!

That website has probably been re-designed, re-created and re-engineered several times since then.

And the way that websites are created is constantly evolving. There are whole industries dedicated to website design, management and construction not to mention search, advertising, reporting and monitoring.  (more…)

Social media gone mad

June 29, 2012  |   Marketing tips,Online marketing  

Social media gone mad

A card dropped through my letterbox this week from a cab company. On it were the logos of YouTube, Google Plus, WordPress, twitter, LinkedIn and facebook. I felt compelled to go and check them out. What on earth would a cab company do on all those channels?

My sceptical assumptions proved right. Their posts were random, promotional messages with month long gaps between most of them. And this perfectly illustrates a common misconception – that  you HAVE to do social media. (more…)

Are you afraid of sharing?

March 21, 2012  |   Marketing tips,Online marketing  

Are you afraid of sharing?

If you’re concerned about sharing too much information about what you do, you’re not alone. Many people don’t want to give away their knowledge or trade secrets for free. Why would you?

But if  you do it right, you can position yourself as a trusted expert who knows their onions … and when people are ready to buy, they’ll be knocking on your door. (more…)

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