March 7, 2019

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Marketing your Assets

March 7, 2019

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International Womens Day at Max

Why is International Women’s Day significant for me?

By Louise Maxwell, Director Max Marketing

I don’t often write about my personal life for business, in fact mostly I work super hard to keep them as separate as possible, but National Women’s Day is something that is significant for me as a businesswoman and as a mother, and as a feminist.   I can almost FEEL people shudder at that last word, and not just men – I’ve come across so many females who don’t understand the term and shun it rather than taking time to understand what it means or why we should all become feminists too.

International Women’s day is about shining a light on gender equality and trying to work out how we strive as leaders and business owner to create equality in our workplaces and our lives.  It’s about taking time to check in with our daughters and our sons to make sure that the world they grow up in recognises them as equal in terms of potential, value and opportunity.  Even in my household I have to pull up my husband from time to time with his ‘stop whining like a girl’ comments to my son, or to my kids grandparents for the gender-bias of dolls and dresses for my daughter’s gifts and science kits and space exploration books for my son.  This year International Women’s Day wants to raise awareness around #balanceforbetter. Why is it so important?

Gender bias is real and makes it hard for everyone

I employed a man last year to do my telemarketing for my business as he was the right person with the right skills for the role.  Prior to that I had three different women doing the role.  They all had vast experience and were good at their jobs.  But Craig’s hit rate was around 3x’s higher than theirs.  Was he simply better at the job than them?  He was using the same list, the same pitch, the same offers.  He was even less tenacious that some of my ladies.  Yet his engagement rate was far higher.  On closer inspection and talking to some of our prospects as to why they had taken the meeting I was told that ‘The man calling sounded very professional’.  Similarly, my husband stepped into help out my business doing BDM work last year and listening to his calls and seeing how people responded to him within my business, even assuming that his position was higher than my own, was remarkable.  It was just EASIER for him.  People like speaking to a man.   When we met people together, customers assumed Jamie was the superior officer in the business and the key decision maker.  And it wasn’t that they didn’t see value in what I said or how I spoke, it was simply the assumption that the man was in charge – and knew more and could do it better.

Is this happening in your workplace?  What can you do to change perception or to help women be viewed equally both internally and externally?

You’re only as good as your last emotional outburst

If a man shouts in the workplace he is called strong, perhaps even a bully.  But if a women shouts in the workplace she is called unstable, or emotional.  Women are assumed to be driven by their monthly hormonal cycle and incapable of working without thinking about fluffy kittens or babies.   We respect women leaders who exhibit male qualities in the work place and we tend to dismiss qualities such as nurturing, multi-tasking, creativity as being less desirable.   Employers often give pause to employing women who are pregnant, who are recently married (ie likely to become pregnant) or women who are recently divorced.  Why?  Because according to popular belief, women are unable to compartmentalise their lives and deliver focus and value to a role as well as men.

Is gender discrimination language prevalent in your workplace?  Is there a culture of divisiveness that could be impacting healthy workplace culture?  When did you last check your team or employees for feeling empowered to be themselves at work?

Women are amazingly resilient leaders you need in your business.

Have you heard the term ‘If you want something done, give it to a busy person?’  Most of the women I know in business take on more than one role.  They are typically the primary care giver for children, the household planner (and often meal maker and chief bottle washer).  With military precision, women cajole children through a morning routine, clean the kitchen and prepare a million lunches to then reach work on time and then complete the tasks of a male counterpart, working through lunch to and finishing exactly on time before tearing from the office to resume home-based duties of care that will often go on to 9pm or 10pm at night. Without exception I have found mothers to  be the most productive people in my office teams, as they are used to completing tasks without the luxury of staying late, they are focused and they deliver on time and in full.   Their training in negotiating, conflict resolution and sales at home results in exceptional skills they can draw on in the workplace too.   Do you have a good understanding of the skills of your female employees in your business?  Are you utilising or developing skills and experience your female employees have that could help drive your business performance effectively?

 

We are missing out on incredible talents if we don’t start with a level playing field and ASSUME women are equally competent to a man with the same skills and experience.  Part of my reason for developing Max Marketing was to provide women and men with the opportunity to find more balance in their lives – to be productive and to maximise their income with the flexibility to do this around their personal needs.  My team all work from home – set their own targets and are supported in reaching them.  I find this approach creates a strong, loyal staff base who make the effort to go the extra mile and are happy to promote my business as being a good place to work.

 

So this women’s day, I challenge you to pause and consider your own gender bias and how you can make your business or workplace better balanced for all employees.

For an amusing take on the day to day life of women in business, check out this page ‘Man who has it all’ our Facebook.  https://www.facebook.com/MANWHOHASITALL/

August 30, 2018

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Do a regular Asset Audit using fresh eyes

So what has this got to do with Marketing? This is why you have an Accountant, right? Not quite, here we are looking at those assets that do not necessarily appear on your balance sheet. Those items that are hidden assets, the seemingly peripheral items that create real value for your clients and make them return again and again.

Physical Assets

Sometimes it can be a physical asset, in Wellington, for example, providing free customer parking in and around the CBD can be a huge plus, depending on the nature of your business. In fact, it might be the tool you can use to poach customers from outside of your traditional geographic catchment area. In the retail sphere, the old saw “location, location, location” springs to mind. Unless you have a highly differentiated product offering, that by virtue of its exclusivity people will happily travel to buy, stick to the traditional high traffic areas and use attractive and tidy POS material and window displays to draw people into the store. As a rule of thumb the clearance sale signage should be rotated before it fades in the sun.

Hidden Assets

Be aware though, that these hidden (and not so hidden) assets, can be a double-edged sword, you might consider your expensively wrapped delivery van to be a major marketing asset as it moves around the city making deliveries and creating awareness. This is only true if your driver is courteous and obeys the rules of the road. Your social media presence is your channel to Web 2.0, but it has to be monitored by a person with some Marketing or PR training to ensure that any negative feedback is dealt with, quickly and professionally.

Your People Are Your Best Asset

Sometimes the asset is a person. Receptionists who have a pleasant phone manner, combined with some product knowledge can have a tremendous impact on inbound sales, call retention and eventual conversion. They ensure that the query goes to the right person, alternatively that the right person returns the call with the correct information if they are busy during the initial call cycle. This has an immediate impact on the level of perceived professionalism your organisation projects. Being on time for meetings and informing people that you will be late for whatever reason also falls in this category.

Have good systems in place

Investing in back-end systems that integrate your web presence with your billing and ordering systems, avoids the need for double-handling. Additionally, creating digital sales channels based on (for example) Shopify, that target a more price sensitive segment of the market, will protect you from discount competitors. Competing with yourself is sometimes the best way to dominate a market.

A Marketing Expert can help you identify and leverage your Assets

Finally, why fresh eyes? Because you have been so close to the way you do things that bringing in a different perspective via a consultant can help to identify these hidden assets and more importantly, how they can be leveraged, for increased revenue.

Juan De Lange is a Wellington based Marketing Strategist

Contact Juan today on DDI 04 595 1254 or M 027 366 3821 

 

 

 

January 14, 2016

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Designing your Marketing

Designing to grow

Design thinking, or design planning is not a new approach for businesses.  However, a new wave of thinking is applying the processes that what we think of as creative designers and architects go through, to Business Planning.

How can Design help my business?

When a business is well thought through, there is a seamless beginning to end customer experience.  The information on the website clearly explains the product and where to buy it.  The directions are easy, or stores very accessible – and finding the product in store is easy too.

When you get it home, the usage instructions are easy to follow, and the product experience matches the idea you had about the product when you first discovered it, leaving you feeling – satisfied.

It sounds simple enough doesn’t it?  Yet many businesses struggle with ensuring all the elements of their company are designed to fit together.

Let’s use an example of Design around a brand proposition – such as Speed and Ease.

Bank A and Bank B both claim that working with them is fast and easy.

Bank A has developed an online portal for credit card approvals. They have spent time and money on a fully optimised website that they have researched for style approval with some customer focus groups. Everyone loves it! However, their back end processes required that a physical image of the applicants drivers licence is uploaded for approval, and 40% of applicants don’t have a scanner, or means of uploading this image – and another 15% don’t drive! Once the application is loaded, the senior manager has to run a credit check and offer approval.  Typically this is done in 3hrs, but it can take longer, especially if more questions are needed to be asked.

Bank B increases the number of branches it has around the country, by teaming up with a well known supermarket chain and setting up a desk in store which is manned by someone who has the authority to approve credit card limits on the spot.  The local person has a portal into Bank B’s server directly and a hot-line for approvals which are borderline or required additional spend.

Which company has applied Design thinking processes?  Initially, you would assume the Design-focused business is the one with the aesthetic website. However, it is Bank B who have looked through the problem and considered how their brand promise of ‘Speed and Ease’ works functionally in the market place with their customers. Everything from the customer enquiry process through to the approval has been designed both to maximise the opportunity for the bank to grow its business and for the customer to have an enjoyable experience that is in alignment with the Speed and Ease promise.

To be a great business and to find a growth spurt that out paces your competitors, apply the principles of Design Thinking strategy to your business.

January 14, 2016

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Designing your Marketing Strategy

Designing to grow

Design thinking, or design planning is not a new approach for businesses.  However, a new wave of thinking is applying the processes that what we think of as creative designers and architects go through, to Business Planning.

How can Design help my business?

When a business is well thought through, there is a seamless beginning to end customer experience.  The information on the website clearly explains the product and where to buy it.  The directions are easy, or stores very accessible – and finding the product in store is easy too.

When you get it home, the usage instructions are easy to follow, and the product experience matches the idea you had about the product when you first discovered it, leaving you feeling – satisfied.

It sounds simple enough doesn’t it?  Yet many businesses struggle with ensuring all the elements of their company are designed to fit together.

Let’s use an example of Design around a brand proposition – such as Speed and Ease.

Bank A and Bank B both claim that working with them is fast and easy.

Bank A has developed an online portal for credit card approvals. They have spent time and money on a fully optimised website that they have researched for style approval with some customer focus groups. Everyone loves it! However, their back end processes required that a physical image of the applicants drivers licence is uploaded for approval, and 40% of applicants don’t have a scanner, or means of uploading this image – and another 15% don’t drive! Once the application is loaded, the senior manager has to run a credit check and offer approval.  Typically this is done in 3hrs, but it can take longer, especially if more questions are needed to be asked.

Bank B increases the number of branches it has around the country, by teaming up with a well known supermarket chain and setting up a desk in store which is manned by someone who has the authority to approve credit card limits on the spot.  The local person has a portal into Bank B’s server directly and a hot-line for approvals which are borderline or required additional spend.

Which company has applied Design thinking processes?  Initially, you would assume the Design-focused business is the one with the aesthetic website. However, it is Bank B who have looked through the problem and considered how their brand promise of ‘Speed and Ease’ works functionally in the market place with their customers. Everything from the customer enquiry process through to the approval has been designed both to maximise the opportunity for the bank to grow its business and for the customer to have an enjoyable experience that is in alignment with the Speed and Ease promise.

To be a great business and to find a growth spurt that out paces your competitors, apply the principles of Design Thinking strategy to your business.

 

January 14, 2016

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A Starters Guide to Content Marketing By Nicola Heath

Content, it's at the centre of your inbound marketing

How does content help your marketing?

Content is at the heart of the marketing strategy of many businesses and small businesses should be no different. Businesses use content marketing to generate awareness for their brand and demonstrate expertise in their industry. Well produced content can makes a vital connection between your brand and your target audience, whether this be existing customers or prospects. Determining the right messaging for the right people, and delivering this in the right medium at the right time, is the fundamental key to successful content marketing.

The goal is to offer tips, help and education that will be insightful and beneficial to your audience and draw them towards your business. In order to do so, your content needs to be meaningful, relevant and deliver real benefits to your recipients. Once you’ve determined the right messaging, you’ll need to consider where best to publish your content. The online environment offers many opportunities for the publication of content from your own social media channels to third party websites, so most marketers choose just a few channels to focus on.

When choosing where to put your focus, it’s critical to pick the channels that’ll offer the most value or the best access to potential customers. In other words, the goal should be to be ‘fish where the fish are’ that is, go where your prospects go. Your information can be shared in many forms including blog posts, web articles, white papers, infographics, webinars, videos or social posts. Repurposing content to enable publication in different formats and different mediums is crucial to delivering an improved return on investment as you’ll reach a wider audience with reduced additional cost.

How do you start?

First, start by revisiting your business goals, who you are targeting, what value you will offer the customer and what value you’ll deliver back to the business. Then consider what information you can provide that will truly be of benefit your customer.

To do this, you need to build a real understanding of the needs of your target audience to appreciate where and how you can help them. Start by talking to your frontline staff, reviewing email and phone queries and speaking directly with your customers. Identify some common demographics and common needs and focus your content accordingly.

Some options for content could include educating your clients, offering advice on best practice in your industry, warning them of common pitfalls, sharing valuable tips for achieving success, answering their questions, opening their eyes to new trends and innovations or sharing relevant case studies of other customers’ success.   Creating and distributing relevant, valuable and compelling information will help you to reach prospects, turn prospects into buyers and buyers into long-term supporters.

 

October 6, 2015

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Will your website cut through the clutter?

How will you make your website stand out in 2018?

If you have ever looked up how many websites are currently online, you might find Internet Stats Live’s counter which records new sites at around 3per second, hovering around the 1 Billion mark since September last year. With 4.6Billion indexed pages, it’s little wonder that Google has to keep improving its algorithms to ensure that you can find the absolute most relevant and most up to date source of information for your needs.  With approximately 3Billion people with access to the internet, that’s around 1 website for every 3 people.

Webstats

 

In marketing we talk a great deal about Relevancy – right message, right audience, right time. In the days of traditional media it was easy to control the clutter because there were a finite number of tv and radio channels – and if you wanted to get more people to pay attention to you, you simply bought media during prime time viewing or listening and you had a captive audience. Even so, your message needed to be crafted to ensure that it stuck in the minds of the viewer, or else they could simply switch off and make a cup of tea.

But our challenge with new age technology is much much harder.  At a recent Google conference we were told that

the average consumer looks at their phone 250 times per day.

250 times.

It means that the traditional means we marketers had to capture your attention has been reduced from 3 seconds to less than one.

So how do you cut through the clutter and grab attention for your site?  If you are planning a re-vamp or to finally get your business up on line in 2018, here are some things you need to know about trends that will save you from the clutter:

1) Trend from cookie cutter sites

You can get a site built almost for free – in NZ, if you are a Spark customer, they can build you a website as part of your internet package.  Alternatively there is a proliferation of D-I-Y web builder platforms where you can create your own site from a template in an evening over a glass of wine and some nibbles.  Yet one thing that will count against you here is that all these sites will start to overcrowd the market, and it will be those who break from the mould, do something different and create something engaging that will capture those eyeballs.

2) Every page is a homepage

If google is indexing pages based on key word search and relevancy, then you have to imagine that someone could come into and go out of your site from any page – maybe never seeing your beautifully crafted introduction on your homepage. Make sure every page can stand alone if it has to, and that it tells the users exactly what you want them to do – very quickly.

3) Layouts like journalism

Newspapers were the internet of yesterday. They had to grab your attention with strongly, well-written headlines and pull your attention through copy line by line, paragraph by paragraph, always assuming that you would eventually be distracted by something else – their trick? Distract you with something else on their page – an idea, concept or offer that was placed specifically due to its relevancy to the article you were reading.  Newspapers relied on eyes travelling from headline to headline, not left to right, top to bottom like a book. your site needs to do the same – plot and plan where you want to take the reader and lead them there.

4) Short, regular, timely updates

The world wide web is growing faster than many nations, if you stay still, you are simply going backwards at an alarming rate.  Since the new MaxMarketing website went live in May 2013, there have been 295 million additional sites join the web. You need to ensure that you are keeping yours fresh and up to date and giving people, and Google, new news to rate and rank.  It is a vicious circle of attention – the more you get, the more traffic gets sent to your site, but it needs to stay on your site and engage with your site in order for Google to think that it is a site worth sending people to.

5) Integrate with your Off-line

Finally – don’t abandon your other marketing channels.  Whilst it may seem cost effective for you to take the ‘Field of Dreams’ approach  – ‘if you build it, they will come’; the chances are they won’t. You need to point people to your site, have a really great reason for them going there, and ensure that you manage their experience whilst they are there, otherwise you risk throwing the doors open to a party that no one knows about. And with 1 Billion other invitations to attend, they actually may never show up at all.

 

 

 

 

 

 

 

May 11, 2015

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Should I be on Facebook?

To be or not to be – that is the question.

 

socialmedia

If I’m at an event and announce to new acquaintances that I am a marketer, the first question that typically follows is

‘Do you think I should be on Facebook?’

‘Yes,’  Is my reply.

‘…if you want to chat with other people on Facebook. Do you?’

Back in the olden days when FB was new, many organisations, including the big corporate I worked for had a ‘listening’ vs a ‘diving-in’ approach to Facebook. Nowadays there is this FOMO (fear of missing out) that organisations go through, wondering if Facebook is like some kind of party that all their friends go to, but they missed out on the invitation to.

Well, in many ways Facebook is exactly like that.  Imagine that the world of virtual reality could for a moment become real – and you (as the representative for your business) were suddenly transported into a room of people from Facebook – all connected by the same motivating criteria (Mums with Newborns, or People who love Star Wars or Beauty-queen Wannabes).  Let’s imagine in the scenario you had the floor and a microphone and could talk to all of them about your business. What would you say?

If you are thinking – those people would throw things at me, or heckle me out of the room, then think again about Facebook being for you.  Or perhaps, think about the types of groups and people who could be on Facebook that you would be more comfortable to speak in front of.

Social media is a great tool for businesses if you know who you want to talk to and what you want to say. And don’t be limited to Facebook either.  If your products or services are Business to Business (B2B) you will find that fishing in a Linkedin pond of similar like-minded people could be perfect for you.

As with all marketing it comes back to the golden number 1 rule

WHO ARE YOU TALKING TO?

What is it about your products or services that unites one group of people to need to engage with you.  Don’t just think about demographics here – a 50year old man in the US may have just as much need for baby products as a 30-something first time mum.  What problem are you solving for this group?  Know that – know who you are relevant for, and then seek them out.

Facebook, Linkedin, Pinterest and GooglePlus all have filters that will bring more relevant messages to the customer audience they serve.  As long as you know the audience your products are relevant for, these social media networks can help you find those people within their walls.

The thing to remember with social media is that it is two-way.  Unlike traditional media where you broadcast your message out to the world and hope your audience is listening, social media allows people to tell you what they think, and to tell their friends too.  That way it can be an incredibly powerful tool in your arsenal if you use it correctly (talk to the right people about something that is relevant to them).  However, get it wrong and you can end up pointing that big gun at yourself.

Facebook is a media that takes work – if you are going to build a group of people (Facebook likes) that want to hear from you, you have to regularly post information that will be useful and will push that relationship with you forward.  If you fail to do this, they will simply stop liking you.

So, essentially, Facebook is no different from any other promotional channel.  If you want customers to engage, then engage them – either on Facebook, on the phone, via email, face to face or with an entertaining and stimulating tv commercial.  Get them to like you, get them to be interested and want to hear more – and then, only then, will they buy your products or service.

Face book is a means to an end.  Don’t lose sight of that.

 

May 11, 2015

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The 3 Google Analytics metrics you must know

What are the most important Google Analytics metrics every SME should be checking?

being-found

Why use google analytics? Why wouldn’t you? Is a more appropriate question..Why would you put up a website onto the wide world of web and not want to know who is looking at it – when, and why? It amazes me how many small business owners invest in a website but fail to either install Google Analytics, or know what to look for, preferring to leave that magic in the hands of a digital or SEO expert.  Yet Analytics is a simple to install and simple to use tool that is essential for anyone hoping to use the web to connect with potential customers.

Analytics will be able to tell you hour by hour who is looking at your website, where they came from (is your social media or tv campaign working) which pages they came in to (great if you are running an Ad words campaign) and which pages switched them off.  You can see page by page which articles they took one look at and thought – yeah…nah.  Leaving you to update, edit or delete parts of your site that aren’t working and promote parts that are.

Is anyone going to your contact page?  Where did they go after that?  Did they submit an enquiry?

Google Analytics is FREE and although it is fairly easy to set up, to get the best out of this extremely useful and intuitive tool, you need to have a bit of in-depth knowledge and a little bit of time. There are plenty of self-help videos on YouTube that will teach you the basics and certainly enough for you to be able to make decisions like a CEO around what is working and what is not.

 

Just spending a little time learning how to work the intuitive user-tool will soon help you understand the interface, the different report sets and how to work with your site to make decisions on what to do next.  Like all good information though, it’s what you do with it that counts. There is a raft of information for the decisioning junkies amongst us, but if you are a typical time-starved owner of a growing business, there are a few metrics that you should have on your dashboard to keep the performance of your site on your radar.

It’s easy enough after a bit of practice to get sucked into the metrics and go back every day to see what has happened the night before. BUT if you are a beginner and just want to grasp the basics – here are the things you want to monitor.

1) Bounce Rates

This is pretty much the one metric to get to grips with asap – it tells you how ENGAGED people are with your site.  The bounce rate will tell you how many people took a quick look at your page and decided not to read it.  Ouch. If you are driving 500 people to your site a week at a cost of $2 per click, and your bounce rate is at 90%, I’m sorry to say that you just poured $900 straight down the toilet.  Check your bounce rates regularly and if they are higher than 50%, review your content and make some changes.  Bounce rates change by industry, and by the nature of your campaign and so it is hard to work out what an acceptable bounce rate is for you.  However, keep on top of this one and always aim to develop a message or site that engages with your target audience.  If you want help with that  – then it’s time to pick up the phone.

2)Visitors and Unique visitors

2nd on the list?  Well obviously it matters how many people are coming to your site each day, and how many of them are returning – how many come back on the same day and how many are brand new.  Analytics will tell you all of this, but what does it mean?  It doesn’t matter if 100 or 10K visitors are coming daily, if your bounce rate is at 100% it’s kinda useless information anyway.  However, assuming your visitors have something to read that motivates them into action, you’ll be wanting to ensure that your daily visitor numbers are going up. You want a nice healthy ratio between those coming back for 2nd and 3rd viewings (meaning they are moving along the sales cycle and increasing their engagement with your brand) and those who are brand new and wanting to be entertained by you.

3) Time on site & pages per visit

How long are people spending reading your stuff?  When crawlers are looking at your site they are making note of the amount of time the traffic they send is spending with you.  Like all good word of mouth people, the referring sites want to only send visitors to sites that will stimulate, engage, and answer the query that they put into their original search.  If your site shows that people are spending time on your site and then going to subsequent other pages, the crawlers and bots will have to assume that your site is valuable – and so will send more traffic your way.

If you are running a Google Adwords campaign, then you will want to look at acquisition tools to find out how your campaign is going, based on your key words and your criteria, and if you changed something on your site recently you may looking at sources, telling you where people are coming from, landing pages – which pages they came into (especially useful for campaigns from other media) and conversions if you have an e-commerce site.  But for now, master the basics and have a play around with your site and your off-site engagement campaigns to see what happens.  Before long, you will become a google analytics junkie too.

If you need help with this or any other aspects of your marketing, get in touch with the team today on 0800 GETMAX or see our plans for more info

 

 

April 10, 2015

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The top 5 mistakes most SMEs make with their marketing

Here’s how not to suck at marketing your small business

Open_SME

 

When you are a small business owner, your business can succeed or fail in a season and mistakes can be extremely costly.  Fortunately, if you know the things to avoid, you can plan ahead and make sure you don’t become one of the 50% of businesses who fail in their first two years of trading.

 

1) Believing everyone is a customer

When we ask a business ‘who is your customer?’ and the answer is ‘everyone’ then we know we are already in the red zone.  This just means you’ve not done the work to really understand who needs your product or service and why.  If you get this wrong and fail to identify the specific groups of people for whom your particular widget is essential and necessary, then you will be ever-pouring your advertising and promotional dollars straight down the drain.

2) Building a website

Building a website is the LAST thing you should do.  Really?  Most SME’s now know that in order to be found and trusted by potential customers, they need a website. Quite right. So they rush into making this the first thing that they put together. Unfortunately, if they have already fallen into trap 1) then the chances are they aren’t even directing this site to the right people – and will spend lots of money on the wrong thing. Also, businesses make the mistake of building a site that tells customers exactly what they are all about, instead of trying to understand ‘What would someone searching for a solution to X need to know in order to buy from me?  Build your website at the end of the process of knowing who you are talking to, what they want from you and how much they are prepared to pay for it.

3) Focus only on leads and not on conversion

Many businesses are so focused on getting new leads, that they forget all about the conversion process of the existing leads.  It’s all well and good to have a promotional campaign, but if you don’t contact those people who have engaged with your business within 24hrs, chances are you are pouring money down the drain again.  One client improved his business by 200% revenue in three months, just by putting in a telesales follow up call to the leads he had already generated.  If you are a B2C business (business to consumer) you need to work doubly hard to ensure that the customer experience is strong at the point of sale.

4) Taking the eye off the customer

It is easier to generate additional spend from a happy, existing customer than it is to find and build loyalty in a new customer. Happy customers will bring back friends, will willingly up-size and add-on. Happy customers will sing your praises and do the job of promoting your business cheaply and with more conviction than promotions can. Many businesses fail to really make an effort to treat their existing customers as if they were brand new customers – nurturing them, checking they are (still) happy and telling them about other existing and new products and services.  a reminder to an existing customer that you also can meet their X,Y and Z needs is 65% more likely to get a response than if you tried the approach on a brand new prospect.

5) Missing out the Call to Action (CTA)

What do you want me to do? Did you ever see a great advertisement and then realise there is no phone number?  Or visit a lovely website and come away without engaging with the company?  Customers mostly do what they are told to do – you need to plant in their minds exactly what it is that you expect them to do and make doing that process as EASY as possible.   If people are coming to your website, make sure you explain on each page what you expect them to do with the information they are receiving and tell them how, when and why to contact you (if this is what you want). KISS – Keep it Simple, Stupid. Make sure your message is easy to understand , easy to follow – and requires little effort on their part to do it.  Make some smaller steps to your main goal if it’s a big thing like driving out to see you, that will start the relationship with them in the right way right from the start.

 

MaxMarketing programmes are designed to help SME’s to make their businesses better with a few small steps. These actions can be the difference between staying in business and doing great in business – so find out more about how we can help your SME here.  You could even qualify for NZTE funding support if your business meets the programme’s criteria.

You can call today on 0800GETMAX or contact a strategist to get in touch for a 2hr free consultation and health check of your business.

Call today – office is open 7 days.