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First, find out exactly how much satisfied customers are worth to your business. This is a very important step, because increased understanding of the financial benefits throughout your team increases the likelihood that your satisfaction initiatives will be successful.
Remember – don’t just count the annual revenue, but the lifetime value. This will give you the minimum value of customer satisfaction to you.
You’ll only ever know for certain whether a customer is happy enough to stay loyal and recommend you to their friends and colleagues if you ask them.
For many online businesses, asking customers face to face is impossible, and even then – personal relationships with customers can create bias in their feedback.
To solve this problem, find a way to make it easy for customers to deliver feedback in a low pressure way.
We suggest collecting customer feedback via a short online form immediately after every interaction – whether that be a monthly invoice, product purchase or customer service call. The trick is to find a way to reduce the awkwardness for customers.
Because the event will just have happened, you’ll be able to take steps to rectify any problems the customer has had, giving you a chance to intercept issues which might lead to lost customers.
Use this post to guide you into getting on track to improving customer satisfaction, retention and revenue, then start systematically integrating it throughout your company:
Face to Face
Nothing beats face to face communication. It eliminates assumptions, allows for body language, and enables real-time give and take.
This medium is almost always the most effective way to communicate. It’s especially important for striking new business deals and acquiring new clients. Face time is also a great way to deliver feedback, performing annual employee reviews, and resolving conflicts.
If meeting face to face is not an option, and a video service such as Skype is not available, then a phone is the way to go. Communicating via phone is also great for answering questions, gathering information, and having discussions not involving the whole team.
When using the phone, be sure to turn your entire attention to the caller. Don’t multitask! Also, answer the phone only if you have time to talk. Otherwise, let calls go to voicemail. Speaking of voicemail, be sure you check yours regularly, and return calls promptly. If you’re going to be out, consider recording an outgoing message to communicate this. And when it comes to leaving messages on other people’s voicemail, keep things brief!
In the fast paced society we now live in it is perfectly reasonable to communicate via email. Keep emails professional and to the point - nobody has time to read long winded essays (if it is a complicated matter the pick up the phone instead).
With today’s technology an email is treated in the same way as a text message so reply promptly and check your emails as often as possible. Most people do expect an email to be replied to within 24 hours. If you cannot be available on your email account for whatever reason be sure to set up an away reply message so that clients, customers and staff do not feel ignored! If you have various email addresses to keep an eye on make your life easier by setting up all your accounts on Outlook so that you can check them all easily and frequently. Don’t forget to also set up your mail accounts on your iPhone or android phone so that you can keep up to date with email communication on the go.
Need further help to grow your brand?
See what our creative team can do: www.cloocicreative.com
If you are investing in a graphic designer for your brand then it is important that you get the results you are expecting. To ensure this make sure your designer is properly briefed by asking the right questions:
- Can I see some of your previous artwork and designs for clients in a similar sector to me?
- Will I need to supply text and images? While providing your own text and images will help reduce costs, professional photography services and stock photography can enhance the look of your design and engaging the help of a copywriter will ensure your branding remains consistent throughout your wording as well.
- Will I own the copyright to all the artwork you incorporate?
- How long will the work take?
- Will you show me some concept visuals first so I can decide which I prefer? The answer should be yes and the work should only be finalised once you are happy and sign off on it.
- Will you provide me with the original artwork files you create for my project?
Get in touch with our creative team now for all your graphical needs and a free consultation: firstname.lastname@example.org
If you need help putting together a great marketing campaign do come and speak to us.
So you’ve started your own business? Here are some tips to help you settle into the life of an entrepreneur without working yourself into the ground!
Plan, plan, plan!
To get somewhere, you have to know where you are going. It is imperative that you lay out a plan to make sure you know how, and when, you can make those dreams possible. Project planning will also help you to divide your time efficiently and allow you to delegate tasks where possible.
Set realistic time frames
Yes it is your brand but don’t kill yourself trying to achieve tasks in unrealistic time frames. It is much more productive to be reasonable and allocate the correct amount of time needed to each project. This will not only ensure that you, and your staff, get time off work, but also guarantee that projects are not rushed and bodged - this will only waste more time in the long run as tasks would have to be re-done if unsatisfactory.
Learn to focus on the present. Give 100% to everything you are doing, it will come out in the quality of your work and actually save time in the long run. Plus your brand and your clients deserve that kind of attention.
Having a plan, timelines, and focus are daily practices, but you are not shackled to them. As an entrepreneur in a very fast paced world, you have to be able to adapt. Don’t fall into the trap of working 24/7 as this will not give you the competitive edge; this comes from knowing your customers, putting in quality time, with quality work as an output, and being agile to the rapidly changing market so you stay ahead.
Your social media campaigns need to engage your customers, but not at the expense of your brand, something to be particularly aware of when employing outside experts for your social media management and content marketing.
These guidelines should set out how your company’s image can be played out through social media, including what types of content you’ll post about. Be sure to hand these guidelines out to everyone who will be involved with your brand.
Make sure the guidelines have been followed and everything rings true to your brand. If anything sound sounds of place then don’t tweet it! And remember to think about whether what you have posted will appeal to your specific audience.
Your brand strategy has set out the way your particular brand will go about achieving its goals, so ensure your social media content falls in line.
Ensure only content that supports and contributes to your business message gets posted. Social media offers the perfect platform to execute new ways of conveying your message instead of just repeating the same old information so use it to keep your audience interested, not bore them with similar posts.
Having considered your brand guidelines, brand strategy and business aims, condense your thinking into a cohesive social media strategy, then plan and timetable your posts to ensure that you don’t go off track and that different posts are delivered every day. This is especially important if more than one person will be managing your social media.
If you need a hand putting together your social media strategy then give us a call and our team of Clooci Creative experts can put one in place for you.
1. Firm purpose & values
A great brand fulfils a desire or need within its market. This is its purpose. Its purpose and supporting values should never change. Products and services and the way they are targeted may vary but the overarching core purpose must never be eroded, or so too will the customer’s faith in the company and ultimately their loyalty towards it.
2. The right customer
To create a brand that is successful requires you to understand the values of your target audience and focus your offering on these customers. Trying to be all things to all people will only dilute and confuse the strength and message of your brand.
3. Brand positioning & brand promise
The brand positioning is how the brand is perceived in the context of competitive alternatives. Brand positioning needs to remain consistent throughout all your marketing efforts or customers will become confused. The brand promise addresses customers’ expectations about a product or service.
4. Stay relevant
By managing to constantly stay relevant to a targeted set of customers, leading brands ensure they maintain ownership of clear points of difference compared with the competition. They stay credible by increasing customers’ trust and loyalty to them.
5. Brand message
Once you’ve finalised your message, be consistent, both in communication and in practice. You don’t have to be the best, just the most consistent. Consistency helps build trust and loyalty which are invaluable to your brand.
If you would like further help on building your brand talk to our Clooci Creative team. We’re excellent at what we do and we #MakeThingsFun!
High quality design in the form of a polished user interface and a sleek logo goes a long way when it comes to building a brand. So what does you logo say about your brand?
You want your brand to encompass your company’s personality and values, as well as the value proposition for the customer. Your logo and website are often the first interaction a customer has with your brand.
You can gauge two important traits by comparing your logo to the logos of your competitors: distinguishability and relevancy. While you need to be sure that your logo stands apart from the crowd (especially in a highly saturated market), you also want to make sure that it doesn’t go too far astray, and that you maintain relevance in your industry.
Don’t be too quick to dismiss colour and font as purely aesthetic qualities. There are plenty of studies that debunk the arbitrariness of these choices in logo design.Check out our article on this topic here.
It’s important to stay up-to-date with current design trends and what the movers and shakers of the moment are doing. There is a massive minimalist trend taking over with regards to website design, and simplicity appears to be the way to go these days. Take a look… do your logo designs keep up with these trends? If so, you’re communicating a trendy, tech-savvy, and adaptive brand to your users. If not? Then it’s time to talk to our Clooci Creative team! Give us a shout to see how we can help bring your brand up to speed.
1. How to get started. You must think about the following:
- What business to start
- How to raise finance for the business
- What regulations and practical issues should I be aware of before starting?
- Will i need suppliers & wholesalers?
- How to recruit a team
- Selling my products or services
2. Setting up the right business structure:
- Registering as sole trader, LLP, LTD, or forming a partnership?
- Registering with Inland Revenue & Customs and read up on taxes!
3. Think about the perfect name for your business:
- What do I want to convey?
- What does my business do?
- Is there a business already using that name? Research!
4. Register your domain name:
- Remember you will need a website
- And register for all social media while you’re at it too - start with Facebook, Instagram and Twitter
- Design your logo - or get an expert to help. Remember this will be your business first message to the public so make it good and relevant!
- Don’t forget to also have business cards, letterheads and all stationery designed too - consistency is the key to building your brand
6. Choose an accountant:
- You may be ok to do your own taxes in the beginning but as your business grows you may need a professional to help
- Think about your goals and 1, 3 and 5 year plans. What do you hope to achieve?
- And most importantly how will you achieve this? Think about, promotions, advertising and marketing to help your brand to grow.
Remember Clooci Creative can help to make your brand stand out from the crowd so give us a call today to see how we can help you with your new venture. We have fantastic packages for Start-Ups so you can focus on everything else and leave the branding to us!
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