Making Customers Your Valentine

Tuesday, February 9th, 2010

Showing up to your first meeting with a customer carrying a dozen roses and a heart-shaped box of chocolates might send the wrong signal. Although you may be looking to enter a long-term relationship, traditional romance needs to take a backseat to best practices when courting customers.

Here are a few tips to avoid the slings and arrows of cupidity, and tie the knot with new customers.

Romancing the Tone

Much like with any other relationship, setting the tone from the get-go is key. You want your customers to think of your company as a perfect fit for their needs, present and future, not just as a one-night stand. This means establishing trust early on.

The just-good-friends pitfall exists in business, too. Finding that happy medium between friend and financial windfall involves a carefully considered approach to up selling your alluring traits (business ethics, quality assurance, secure credit card processing and so on) while also showing your commitment to customer satisfaction. 

We Need to Talk

In love, this has dire connotations. In business, it’s a best practice. Keeping a finger on the pulse of your client’s happiness with regard to the services you’re providing lets you get right to the heart of any issues before they arise.

To accomplish this, you need to speak with your clients frequently about how things are going for them. Let the conversation flow naturally, and be yourself, not just your company. Spending a little extra time to take interest in a customer’s life is always a good investment, and it helps you avoid coming off like a cookie-cutter customer service survey. Supplement your face to face conversations with a Website design that communicates the right message to your customers.

In any good business relationship, both you and your customer should have absolute faith in your company’s ability; don’t undermine this by asking too many what-can-we-do-better questions. Keep it professional; keep it positive; keep your customers.

Tying the Knot

It’s time to get married to the idea that a good rapport helps business. For better or worse, you and your clients are in this together.

Many business relationships start off almost adversarial in nature because of haggling over price, contracts, and delivery. As trust and understanding grows, the us-versus-them thinking needs to stop. You are working for them, not against them.

Keep in mind that customers have different comfort levels when it comes to letting their guard down. Just as discussing wedding plans on a first date can put the kibosh on a romance, opening up those initial negotiations with an attempt at a long-term contract before your company has proven itself makes customers wary. Wait until you’ve wowed them, then pop the question.

What’s Love Got to Do with It?

Loving your work shows. Your clients can see whether or not you are actually committed. If you only want clients interested in wham-bam-thank-you-business-transactions, then it may not be all that important. If you want to keep them coming back for more, you’ve got to show them you’re committed.

In business, it’s taken for granted that all parties involved are interested in gorwing their business and making money. What’s not quite as common is genuine interest in customer service. Please  take note: these two things are directly related. The better you treat your customers, the more likely they are to keep giving their business to you and passing your name along to others as well.

Consistent high quality service is absolutely critical when there’s a slip up. Mistakes are more likely to be forgiven when you’ve got a great relationship with your customers. If you’re just another faceless supplier, vendor or service provider, what’s stopping them from jumping ship?

Make It Smooth and  Easy

Streamlining customer interaction, money handling, and all of the other little issues that trip up an otherwise smooth relationship, has never been easier. Ecommerce solutions and call centers can make customers feel more comfortable dealing with your company.

Whether the Web is your primary or secondary storefront (if it isn’t either yet, it’s time to call web design companies and dive head first into the wonderful world of online) your web design is another face your customers see. Make it attractive! The easier it is for customers and clients to interact with you, the easier it is for them to keep coming back for more…

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From CFO TO CEO: What Does It Take To Make The Jump?

Wednesday, January 20th, 2010

The realities of the new economy are reflected in CFOs changing career goals. A recent survey revealed that considerably fewer CFOs today seek CEO positions than five years ago (5 percent in 2009 compared to 52 percent of CFOS surveyed in 1990).

While fewer opportunities exist for CFOs to make the jump to CEO positions, the skills and experiences CFOs possess make them strong CEO contenders in the changing economic landscape. 

CEOs are not made with cookie-cutters; it takes years of appropriate experience to build to that position. Here are some of the professional experiences that contribute to the making of CEOs in this new economy:

Internet Marketing

The clamp on marketing budgets for fiscal year 2010 is unyielding and businesses are trying to cut corners without compromising on customer acquisition strategies and customer loyalty programs. The pie is shrinking,  to make their companies grow CEOs will have to steal customers from their competitors. The internet allows CEOs to increase the return on advertising spend (ROAS) and customer profitability by reaching customers wherever they are online, generating qualified sales leads and closing deals with fewer heads and by minimizing waste. Focus on Return On Investment (ROI) initiatives are dominating these economic times. A CFO who can bring an appreciation of the cost and revenue anatomy of an organization is uniquely positioned to help with implementing efficient online marketing strategies such as social media marketing, SEO, pay per click, affiliate marketing to generate new revenues at much lower costs resulting in higher profit streams.

VOIP

Any business with a broadband connection can use VOIP phone systems to enjoy the same features as expensive PBX systems. Apart from the low cost of calls and user friendly features, VOIP phones reduce the need for travel as they have built in advanced capabilities like video and web conferencing and require only one network for voice and data; they also allow easy integration with CRM applications.  The person who can articulate how an organization can make the transition from the traditional systems to the new ones and can do that with some eloquence, who can exhibit the courage to cut costs without creating significant insitituional trauma is one who exhibits the kind of leading-edge mentality needed by a CEO in 2010.

Call Centers

What is one thing that small and medium businesses with limited budget and resources have in common with Fortune 500 companies that boast of thousands of customers?  It is probably the common conundrum of how to serve existing customers profitably. Many businesses, these days, are turning to 24/7 call center companies that can handle large volumes of both incoming and outgoing customer calls to address this challenge. A call center essentially engages in receiving and resolving customer complaints. Customers hardly ever call to express satisfaction in a company’s products or services. However, what if these dissatisfied customers are somehow tapped and turned into life-long customers of the company. This is exactly the business proposition of call center companies. CEOs must have a tolerance for risk and be willing to try new things, including outsourcing customer service to outsourced call centers that operate round the clock to enhance customer loyalty.

CEOs have to balance the financial imperatives with the realities of the economic times and resolve conflicts that arise between operations and finance, which all fall in gray areas of managing a business. Making the jump from CFO to CEO takes a lot of energy and commitment and a willingness to do whatever it takes. Some individuals, once they discover the actual job requirements of the corner office, find they do not want to be CEOs after all.

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The Road to Entrepreneurial Success

Tuesday, January 19th, 2010

Every business is the brain child of an entrepreneur. The recession may have put a cap on spending limits and risky initiatives, but it is still a good time for entrepreneurs to thrive. Entrepreneurs with a finger on the pulse of latest trends in the market can leverage technological advancements to their advantage.

The internet is a power-packed tool that enables businesses to sustain profit streams with minimal upfront investments. Small and Large businesses can acquire and reach customers in new markets from their living rooms or office or from their mobile RV as did Philip May who left a middle-management job at Hewlett-Packard (HP), moved his wife and two kids out of their Silicon Valley home, loaded them into a 37-foot RV and hit the road. The plan?  Tracey and Philip started a mobile, RV-based business. (OK, they’re on their third business, but this one, Philip says, has legs.)

The Mays have been to the 48 contiguous states while discovering the freedom and terror of running their own business — TechnoRV, which sells gadgets to the RV community on the web and at number of RV shows held nationwide. Their income is substantially less than it once was, but the Mays’ new gig has its perks.

E-commerce

E-commerce websites are ideal storefronts. Without incurring the overhead of sales people, real estate, equipment and utilities, businesses can offer their customers better deals while making sizeable profit streams. E-commerce solutions companies can help you offer your products and services online by launching your online storefront within hours instead of weeks or months. Customer friendly features such as live chat and online product recommendations can be incorporated to improve customer experience, move products and encourage repeat visitors.

E-commerce solution companies make sure the technology behind the website is robust and can perform with thousands of visitors a day. They also make sure the website design looks appealing and attractive to the target audience. Website designers can also help develop the right look for the business.

Internet Marketing

However appealing and high performing an e-commerce solution  may be, it will not deliver the expected profits without internet marketing. The website’s presence, products and services need visibility to attract the target audience. Search engine marketing and pay-per-click qualify customers and direct them to the website. Businesses can also use social media to spread brand awareness. Customer issues can be handled in forums and discussions. Social media marketing is an effective way to reach your target customers on the internet. Internet marketing firms take advantage of these latest internet trends such as social media, viral videos, seo to acquire and reach customers for small businesses that are on a tight budget.

E-commerce solutions and internet marketing are two of the most important  areas that small business owners can implement to get ahead in 2010. Research from surveys conducted by interviweing small business owners and partners  indicate  internet marketing firms are set to thrive in 2010.

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Qualifed Sales Leads – A Lifeline of Every Business

Wednesday, January 13th, 2010

The volume and the quality of sales leads  are critical for every business to keep the “lights on” in any type of economy. If you can’t generate a sufficient volume of business leads you won’t be able to stay in business for very long. However, if you comproise on the quality of leads you will spend more to generate these leads than you will make in sales. It is very important that you always have a consistent and reliable source to generate qualified sales leads as it is the only lifeline of a sustainable business. Today every business owner realizes the importance of business leads and it is important for you to continously allocate monthly budget to new sources to establish a reliable source for quality sales leads. There are many ways of acquiring business leads today and not all methods work equally well for all businesses even if you are in the same industry. Therefore, you need to test different programs and identify the cheapest sources for qualified sales leads for your business.

With web 2.0 and new online networking platforms such as blogging, social networking sites, marketing your products and services including b2b lead generation has become easier and more cost effective for small businesses. If you want to generate sales leads from your website, you must promote your website via pay per click, SEO or in online blogs, social networking and community oriented websites. Many small businesses have started to use blogging as one of the best approaches for driving traffic to their sites with the goal of generating business leads. With the social media traffic growth, it has become easier to drive more traffic to your websites via social networks than blog posts. Although you cannot engage in aggressively selling your products or services on social networking websites, you can certainly promote your brand name by including it in your online profile and social communications with your network. For your social media marketing efforts to be successful, you must select the right social networking platform. For example, if you sell consumer products or services you should focus on promoting your website on facebook and myspace. For businesses networking, you should focus on linkedin and tradeseam. Twitter can be used for both b2b and b2c businesses.

For those of you that aren’t familiar with Tradeseam. Don’t miss out on this business opportunity! Lead generation has never been easier and more effective for businesses, both large and small. With Tradeseam, you can acquire new customers while sitting on your couch, without having to do any work at all. You don’t need to manage  pay per click campaigns, write content for blogs, build your network on social networking sites, nuturing the leads from lead brokers etc. Acquiring a consistent and reliable flow of high quality sales leads has never been easier. Tradeseam generates not just sales leads but real business opportunities, these are real buyers and customers looking for your products and services online. More importantly, Tradeseam will always be the cheapest lead generation provider for your business because you get to set your own lead price that you can get the return on investment you need for your business.

You can now build your business on Tradeseam and rest assured that you’ll never have to worry about when or where your next customer will come from….

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Web Site Design – Myth vs. Reality

Tuesday, January 12th, 2010

Do you want to know the truth about website design? Web designers are masters of this craft and know it the best. Although many people have some idea and working knowledge of web design, it is often plagued with misconceptions and false notions. Not only do these cause you precious time and money, but they also result in below par website design and performance preventing you from tapping into the large pool of prospective customers that surf the web daily.

To help improve your website design knowledge and increase the chances of your website success, here are a few commonly accepted myths and some truth about web design:

 1. Flash animation is good for attracting visitors to your website, but it can slow down the performance of your site

Though Flash can add great appeal to your web pages, it is not a necessity. Add Flash features only when they are relevant to your content and carry significant value for your visitors.

Flash animations can greatly increase the time your pages take to load, especially on old computers. Test your animations for load time and proper functioning. If you add flash to your website, always include a non-flash version of your web page for browsers with slow network speed to be able to render and view your site.

When used judiciously, flash can enhance your website’s look and impact on customers but excessive or unnecessary use can annoy them and make them move on to other sites.

2. Colors make the web site design attractive, but too many on a single page may annoy your visitors

Colors must be used in moderation. A multitude of colors on a single page can annoy visitors and make them leave your site. Web design experts recommend a maximum of 2-3 colors on a single page.

To make your website attractive, rely on intelligent use of colors. This involves proper color coordination between text, background and image colors. For instance, dark text and images on a light background increase the allure of web pages. Also, make sure the color of links on your site is consistent with other colors on the web page.

3. Images and Videos make the web design more attractive, but use them conservatively

Images and Videos help to reinforce your message and add appeal to your website. Like excess animations, too many images can distract visitors, divert their attention from the call to action and make your web pages slow to load.

In addition to visitors, search engines are also harsh towards slow loading sites. With millions of pages to crawl, search engine crawlers will move to other websites at the slightest delay in your site’s load time, lowering your visibility and organic search rankings. So you should keep use of graphics and flash in check.

4. Optimize your web site design for Internet Explorer only, but its no longer the only browser with significant market share.

This is a very common misconception. Your site may appear differently on different browsers. It is always advisable to test your site on multiple browsers to ensure it has an appropriate look and feel for all major browsers such as firefox, IE, Safari and Chrome.

In addition, with the popularity of mobile internet ensure that your site can be properly viewed from mobile phones such as iphones, android phones and blackberrys as well.

5. IT and Computer knowledge is required  to be good web designers, not really.

It is true that computer and IT professionals have a better understanding of web design tools and technologies than most of us and if you are a novice, it is best to hire a professional web designer. However, learning web design is not rocket science. There are several books, tutorials and tools that can assist you with it. Give it a little time and you can become proficient in website design and development yourself.

With all this new information, start making smart decisions for your website design without wasting time and money on unnecessary bells and whistles that will not have any impact on the traffic to your website or conversions!

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Top 11 Relaxing Vacations and Getaways for Entrepreneurs

Monday, January 11th, 2010

Entrepreneurs are an important element that drive local and global economies. More than 50 per cent of employees in Canada work for businesses with less than 100 employees. According to a global study on entrepreneurship from Babson College almost 15% of the US population is working for startup companies that are less than 3.5 years old. To successfully get these companies off the ground, entrepreneurs face tremendous challenges; building social capital by continously networking in the business community, qualifying business leads to acquire customers, raising capital, hiring talent and navigating the big competitors — while trying to maintain a work-life balance for themselves and their teams.

Entrepreneurs have a grueling schedule with 90 hour work weeks being the norm instead of the exception. One way by which entrepreneurs can alleviate some of the pressure off themselves is to take a well-deserved break before starting a new venture or after a successful exit.

Here are the top 11 vacation destinations for entrepreneurs, CEOs and executives to get those beneficial stress busting neurochemcials flowing in the brain.

1. Bay Of Fire, Tasmania: There is a possibility that you would not have come across this little paradise that is located off the coast of St. Helen’s, a small town of Tasmania. Tucked away in Tasmania’s remote north-east is the holiday heaven, the Bay of Fire. Sparkling turquoise blue waters, pristine private white beaches as far as the eye can see, tranquil coves, capped off by the distinctive fire orange lichen covered granite rock.

2.  Turks and Caicos Islands: Previously a drug smuggling den, this group of 40 islands offers a memorable experience. Home to the Best Beach in the World, breathtaking hues from inviting waters, and legendary diving, snorkeling and fishing, a throwback in time where relaxation is unavoidable and rejuvenation ensured.

3. The Chiloe Archipelago: Chiloe in Chile’s Northern Patagonia, has long been a place of mystery and mysticism. Famous for seafood, handicrafts, and the warmth of its people, Chiloé is a scenic and an increasingly popular destination for walking, biking, fishing, paddling and birding.

4. Bora Bora: Bora Bora island is possibly the single most famous island in all the world. The legends, mysteries, and romance associated with the words “Bora Bora” bring an almost mystical presence to the island. Part of the allure has to be its almost unbelievable beauty. Two towering peaks of sheer black rock dominate the center of the island and make an impressive backdrop to an assortment of blue waters that will dazzle the eyes. Bora Bora’s lagoon is its most treasured feature, and allows the traveler many opportunities to experience it in a variety of ways. Windsurf, jetski, scuba dive, swim, bask in its warmth… the list goes on.

5.  Ko Tao, Thailand: “Discovered” by travelers in the 80’s Ko Tao (literally translates as “Turtle Island.”) has been gradually gaining popularity. Once the haunt of sea-turtles, this small island with its quiet beaches has become a favorite getaway both of paradise seekers and divers who come for the best coral diving in the area. In recent years word of Ko Tao’s natural beauty, beaches, coral and marine life has spread attracting more tourists and visitors to this remote island.

6. Basque Country: The Basque Country (Basque: Euskadi, Spanish: Pais Vasco) is a region at the north of Spain, bordering the Atlantic Ocean and France. It is defined formally as an autonomous community of three provinces within Spain, and culturally including a fourth province and a small portion of France. Basque Country is one of the world’s top gastronomic destinations, with key gourmet centers in San Sebastian, Hondarribia and Bilbao. In Basque culture, fine dining is a means of cementing relationships and building new ones. The northern coast offers sandy beaches and high bluffs overlooking the bay. As important, the Basque culture supports a tradition of self-sufficiency that has spawned a multinational business built around the notion of cooperation rather than competition that might serve as a model for others to follow.

7. Nam Ha, Laos: Nam Ha is surrounded by mountains, waterfalls and lofty plateaus, coupled with the culture of some 30 ethnic groups, creating the ideal landscape for eco-trekking. This place is ideal for extreme adventurers who can handle leeches and the steep slopes on a true jungle trek.

8. Whistler, British Columbia: Over two million people visit Whistler annually, primarily for alpine skiing and mountain biking at Whistler-Blackcomb. Its pedestrian village has won numerous design awards and Whistler has been voted among the top destinations in North America. During the 2010 Winter Olympics, Whistler will host most of the alpine, nordic and sliding events. However, this Canadian resort town is also popular for mountain biking furing the summer months.

9. Languedoc, France: Bas-Languedoc has long, sandy beaches and dynamic towns like Montpellier, Sète and Nîmes. This place is split by deep gorges and topped by wild upland plateaus for outdoor fun. It also had some exotic hotels and cruise options that will take you along the Canal du Midi which is a nice alternative to the usual French getaway.

10. Yunnan, China: Yunnan is the home of famous tiger leaping trek, jungle tours and the scenery of the sunsets. This environmentally rich land is scattered with ancient temples and small towns and undoubtedly one of the hottest Asian vacation destinations and getaways in 2010.

11. Svalbard, Norway: Svalbard is an archipelago in the Arctic Ocean north of mainland Europe, about midway between mainland Norway and the North Pole. There are no roads connecting the settlements on Svalbard. Here you will find untouched arctic wilderness. In the summer, beautiful colors and contrasts provide the frames for dramatic glaciers, majestic mountain formations, buzzing bird mountains and endless arctic tundra with its diverse flora and fauna. The light lures us to this unique place in which the midnight sun shines from early spring till fall. During the winter, the northern lights cast sparkles of light across snow-covered, pointed mountain peaks and an infinite landscape. A stay on Svalbard is the perfect vacation if you want peace, quiet and space for thoughts and dreams.

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Hot or Not in 2010?

Sunday, January 3rd, 2010

Call centers are a hot commodity in 2010, helping companies retain customers and build customer loyalty so that businesses can benefit from repeat customer visits and product purchases. With fewer consumers and businesses opening up their wallets and spending in this economy outsourced call centers have become an important business strategy for both large and small business in 2010. Businesses can save big dollars by tapping into the economies of scale that outsourcing call center companies offer along with minimal upfront investment. With the pressure on margins and the economic upheaval, call centers are expected to grow in demand in 2010.

Within the call center industry, VoIP services and self-service applications are becoming an industry standard. Focus is on operational excellence, efficient use of resources, customer value and trainings to keep call center personnel updated and proficient so that they may handle demanding customers with ease. Some call centers cross-train workforce to maximize potential and flexibility.

Modern call centers offer much more than call handling. Call center services can cover order collection, handling email and chat communications, tele-messaging, sending faxes and text messages from PDAs and cell phones, and more. Promptness and efficiency are key elements of the services.

Call centers are making great strides by incorporating technology into their business practices. Depending on business needs, a business can select add-on services such as integrating the call center services with CRM applications, speech recognition to enhance customer interactions, predictive dialing to save time and costs, call routing to increase first-call resolution rates and manage call spikes and email management for better response times.

Off-shore call center outsourcing, at a time unemployment rates are breaking barriers in the US, is building up a protectionist sentiment. Off-shore call center services have also received flak lately due to language issues and low quality services. In fact, many businesses are moving their call centers back on shore to avoid losing customers. Though off-shore call center companies will still be popular because of their cost savings, they have their work cut out.

On-shore call center services are coming up at a rapid pace in rural America. Home-based call agents are also becoming popular. High speed connections and technology are making it possible for on-shore call centers to offer attractive prices to their clients and grow profitably.

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Don’t Go On Vacation Until You Have Customers under Control

Saturday, January 2nd, 2010

Competitive times have become even more cutthroat due to the economic recession. Small businesses, hit hardest by the recession, cannot afford to miss out on potential customer calls. The biggest barrier between small businesses and the realization of ambitious plans is restricted cash flow. Outsourced Call Centers enable small businesses to offer their customers the same services as large businesses at affordable costs.

Keep things moving forward

When a new customer calls in, you don’t want her to be greeted with an automated voice message while you’re on vacation. Answering services can keep things moving forward by completing the preliminaries and reach you on your mobile phone if it requires your urgent attention.

Big does matter

If a small business wants to grow out of its “smallness”, it has to aim higher than small customers. Small businesses trying to win contracts with big corporations need to project the image of a big business to be even considered seriously.  A call center works like round-the-clock personal secretaries for small businesses. They receive calls from customers, suppliers and partners with professional efficiency.

Offset downsizing with answering services

While many small businesses have been compelled to downsize to reduce expenses, the action should not affect the quality of operations. Trained answering service personnel receive calls, address the caller’s concerns and can connect them to you if required.

Get more time to focus on business growth

Call centers give youmore time to pursue revenue generating tasks instead of expending valuable employee hours handling routine calls. Call center ecompanies can be trained to answer typical questions, provide information, and connect customers to experts only when needed.

Answering services companies are an asset to small businesses. Business owners can leave office for long or short breaks without worrying about missed calls. Exceptional situations demand exceptional solutions.

Answering services are a convenient and affordable option for small businesses to rely on in the recessional environment.

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