7 Easy Ways to Retain Customers
By · CommentsGuest post by Michelle Strassburg (learn more about Michelle at the end of this post)
Winning new customers is often easier than keeping them. Not too dissimilar from other types of relationship business or personal you must work hard on the relationship to make sure the other party is content. When it comes to retaining customers, keeping the other party content will directly influence revenue and should therefore be considered as a key objective for the business. Here are 7 ways to retain new customers which I have picked up during the years. Hopefully it will point you in the right direction.
1. Make customer service a business priority
The first steps is the most important in my view because it directly links between the business objectives and the weight given to customer retention. Most types of businesses I know heavily depend on returning business to offset costs involved in winning new business which is eventually how the business will grow. By understanding how important retaining customers is the first step is making this process a key objective.
2. Make this priority transparent across all departments
There is little to be gained if one department acts according to this priority, but others do not share the same importance. To make customer retention work, all departments from customer support to billing and shipping should place customer needs first. A happy customer is likely a returning customer, simple.
3. Diversify your communication tools
The web has not only brought us fast search and easy online shopping, it has also brought us new communication tools. Some customer groups might be using Twitter, some might be using Skype and some still prefer to pick up the phone to hear a voice on the other side. In order to cater for those groups, the business will need to diversify its communication tools as a mean to retain customers. Read More→
Draw To You Want You Want
By · CommentsPost by M.J. Ryan, contributing Women On Business writer
Last time I wrote about the danger of focusing on the problem rather than the solution. There’s another reason why focusing on the road instead of the hole is important. It’s got to do with what The Secret is about. Say what you will about that massive bestseller, but there is a kernel of truth there as far as I understand. We all have the ability to use our energy in three ways—dynamically, to create the forward momentum of action, receptively, to become aware of what is available around and within us, and magnetically, to draw toward us that which we’re powerfully pulling in. The Secret is referring to magnetic energy, the attracting of what we persistently focus on.
Fear is a powerful attractor because we imagine a bad outcome so vividly in our minds, usually without knowing it. We make a scary movie complete with sound, lights, and action which creates a strong pull on exactly what we don’t want, like the pot hole. That’s how we may unconsciously contribute to a bad thing happening. Notice I said may contribute, not cause. There are many other very powerful factors—social, environmental, political—which are beyond our control that are powerfully influencing our lives. So don’t use this to beat yourself up if something bad occurs.
But because I want to increase my odds of success in as many ways as possible, I make it a practice to consciously give my attention to what I do want in a situation not what I don’t, so magnetic energy will be on my side. Read More→
Do You Have Passion for What You Do?
By · CommentsGuest post by Anna Dworaczynska (learn more about Anna at the end of this post)
Do you wake up each morning with a clear picture of what you want to accomplish today and can’t wait for the day to begin?
One of the ways to find out if you are pursuing the right career is to ask yourself whether you would you continue working for free or with little compensation. In 201 Trump Secrets of a Rich Mindset, Donald Trump said ‘‘Follow your passion. You are much more likely to became rich by doing something you love.’’ I could not agree with that statement more. You need to be passionate about your career if you want to succeed.
I have interviewed many people who became highly successful in their careers, people from various backgrounds, but they all had one thing in common: true passion for what they were doing, despite sacrifice needed to achieve what they wanted.
Recently, I have been investing a lot of time in determining whether I have passion for what I currently do. Although teaching others can be rewarding, I know now I am not passionate about it. It doesn’t fulfill me the way writing does. I have only returned to writing recently, but I know I am going to pursue my career in this direction when I leave Moscow in January.
We all deserve to live and work in an environment that nourishes and allows us to grow professionally, but do we all live that way? Do you love what you do?
About the Author
Anna Dworaczynska is a Polish freelance journalist and editor currently on a short term contract in Moscow, Russia teaching English. She can be reached at ania.dworaczynska@gmail.com.
Post by Amy Blais, contributing Women On Business writer
As a women’s business organization we are constantly getting questions about the relevance and importance of women owned businesses. And, as an organization with a mission to connect women owned business with business opportunities, access to contracts and relationships with corporations, there are many different questions and many different answers.
A common question that I receive is “why”. Why do corporations care about doing business with women owned companies? What is their incentive? Why is it seen as an advantage? While there are many different ways to answer this, as there are many different reasons, perhaps the most empowering, proactive and compelling argument that can be made relates to understanding a woman’s power in the economy.
What sparked my thoughts about this, and reminded me of some of my personal motivations for doing what I do, was a recent article I read the Harvard Business Review, entitled “The Female Economy.” This article reinforced the idea of women’s power as global consumers and how that can transform our products and services and shape the future global economy.
The article reminds us that women are controlling $20 trillion in annual consumer spending, and that number is only expected to rise in the coming years, securely placing us as driving forces in the market. Females make a majority of the household purchasing decisions, including 94% of home furnishings, 92% of vacations, 91% of homes, and 60% of automobiles. In one of its bold statistics, the article states that women represent a growth market bigger than China and India combined—something that makes you think twice about where the consumer power lies.
However, the article also addresses a disparity in the statistics, one that resonates among many of us. This disparity is that while women control the consumer market, research demonstrates women feel underappreciated and underserved by the companies and brands they are loyal to. That is, despite their influence on the economy, women do not feel that their opinions are recognized and their needs met by the products and services they so liberally purchase.
These statistics, and particularly this disparity, show a unique and powerful opportunity. That is, if companies recognized and appreciated the influence and power women have in the economy, and aligned their values to meet those of their largest consumer segment, there could be potential for growth and progress. Particularly, if these companies see a way of doing as integrating more women owned business into their supply chains to better match their supplier demographic with their consumer demographic.
In addition to their role as consumers, the article highlights that women are also making their impact on the workplace, earning $13 trillion yearly, with that number expected to rise to $18 trillion in the next 5 years. Beyond the statistics and discussion of potential economic growth, what this article really highlighted was the ever evolving, ever important role of women in our society. Women are continuing to permeate business, politics, medicine, academics and are now being recognized as economic leaders. It is important for we as women, to recognize the ways in which we will continue to excel and lead across all spectrums in the future. Let us use this knowledge as our own stimulus to effect change and continue to define our place in the world.
Is Speed of Service an Added Value?
By · CommentsCustomer service sometimes means how we approach our business…how we “do” our business. For our businesses to be profitable, we need customers and clients so we devote much time and attention to promotion and advertising. Another big percentage of our business is our interaction with our customers and clients in the buying and selling or product and service interface. A third percentage, just as large, is the after-the-sale time, the customer service time.
In defining our businesses we decide on what the added value elements will be. For instance, if you were to own a small hamburger franchise, your added value elements could be:
- restrooms that are always clean
- point-of-sale personnel who smile and use polite conventions such as “please” and “thank you” with every customer
- tables that are clean, floors that are clean and trash receptacles that are never overflowing
Another example might be a business consultant with her own practice. She might have as added value elements to her clients:
- passing along articles from journals that are relevant to their continuous improvement objectives
- remembering dates important to clients [everything from a wedding anniversary to the date they first opened their business]
One type of “added value” might be speed of service. If your business is that as independent distributor or consultant for a consumer product [could be juice, cosmetics, housewares...there is an alphabetical host of items] speed of service/delivery could be a legitimate added value. Fast turn around time from order to receipt of product could give your business a profitable edge and be a good way to retain customers.
I know of one big business that has speed of delivery as an added value and is very successful, in part, because of it. UPS, United Parcel Service’s “…fast, convenient delivery service…” is famous around the world. The brown UPS truck arrives in my neighborhood almost daily and the fellows literally dash from truck to door and back again, wasting not a precious moment. However, nothing is compromised by speed: packages are not thrown at the doorstep, and, if you have a question for a delivery person, they are friendly and helpful…never making you [me] feel as though you’re holding them up. So, you could say that speed is, for UPS, an added value. A successful one.
I witnessed another example of speed of service just this morning from another big business and in this case, speed is not an added value for the customer, rather it has all the appearance of management choices. Our waste management company is huge…it has some impressive environmental initiatives and as customers, we try to fulfill our part by using all four of the cans we’re given in the proper way: the small rolling bin for garbage, the mid-size rolling bin for recyclables, the large bin is the green waste can into which we also have to put food garbage…so we have a small [the 4th] pail in our kitchen for separating out the food garbage from other garbage. Waste management in our home, our county takes some doing.
So once every week on the appointed day for our neighborhood I put out the three rolling bins. The trucks that empty them have side arms that pick up the bin, raise it and empty it and then lower it back to the ground. In the past few months we’ve noticed that the street in our neighborhood is littered with bits of trash and garbage after the trucks have left. The reason is that the trucks are no longer coming to a complete stop. And this morning the green waste truck rolled by, used the lift arm, but didn’t raise it all the way to the top so that garbage poured out onto the street…the fellow in the truck stopped, got out with a shovel. When the truck pulled away, the street was left with food garbage scattered about. So a phone call to customer service and their promise to come back and clean it up.
Speed of service in this case can in no way be considered an “added value” to me the customer.
I think that it is important for all of us who are business owners, whether that business is large or quite small – like mine – need to fully outline what we consider to be the “added value” elements we offer to our customers and clients. In my business speed is not an added value. Timeliness is a promise, but I will not speed my way through an artwork or packaging. If I want the customer to receive it in a speedy way, I will rely upon a business like UPS who does have speed of delivery as an added value…a proven added value.
So, the question: is speed of service an added value for your business?
Add a Little Kick, or Stretch, to Your Day
By · CommentsThe weather is turning and the days are getting shorter. Now the excuses of not having enough time to do a workout during your day seem even more justified. Working long days, raising a family or any other number of priorities can send us waving the white flag when it comes to our exercise goals sometimes. But did you realize there are plenty of ways that you can get in fitness right at work, often in the comfort of your own desk area?
Doctors recommend that any exercise at all is helpful. Of course, it is recommended by many that we get 30 minutes in each day for at least 5 days per week. Sadly, most Americans do not come close to these criteria. If you are like me and prefer not to walk stiffly like an ironing board when you stand up, or would like to avoid other desk job hazards such as headaches, backaches and carpal tunnel syndrome, then read on. A huge thank you goes to webmd.com where I located many stretches and exercises you can complete during your work day.
Exercises
- While sitting in your seat, pump both arms over your head for 30 seconds, then rapidly tap your feet on the floor, football drill style, for 30 seconds. Repeat 3-5 times.
- Take the stairs – do two at a time for a harder workout. Do this 5-7 times each day.
- Do one-legged squats, holding onto something for support, while waiting for a copier or fax to complete a job.
- Sitting in your chair, lift one leg off the seat, extend it out straight, hold for two seconds; then lower your foot (before hitting the floor) and hold for several seconds. Switch and do the same for the other leg. Do each leg 15 times.
Stretches
- Place your hands on the desk and grip. Slowly push your chair back until your head is level between your arms and you are gazing at the floor. Then slowly pull yourself back in. This one is helpful in stretching your back and strengthening your biceps. Do this one 15 times.
- Sitting in your chair, straight and tall, stretch both arms over your head and reach to the ceiling. After 10 seconds, extend the right hand higher, then the left.
- Roll your head over so that your right ear just about touches your shoulder. Using your hand, press your head a little lower, gently. Hold for 10 seconds. Rest and repeat on the other side as well.
- Sit facing forward, then turn your head to the left and your torso to the right, and hold for a few seconds. Switch sides and repeat 15 times. This is a yoga posture that relieves tension.
- Back away from your desk a little bit and put your right heel up on the desk. Sit up straight, and bend forward just enough to where you feel a gentle stretch in the back of your leg. Flex your foot for an additional few seconds and then point it the other way. Now, bend forward just a little more and repeat this action, holding for 10 seconds. Do this with your opposite leg as well. This will help to ease tension in the areas of the hamstrings and lower back.
Give some or all of these a try and see if you begin to feel a difference in your mobility or even your energy. I’ve even done lunges in the bathroom on my way to the bathroom stall – why not? Have fun with it!
