Archive for the ‘Client Relations’ Category

Cultivating Customer Advocates in a B2B Environment

Tuesday, June 26th, 2018

Hiring marketing or content marketing talent?by Justin Grensing, Esq., MBA

 

Few things can be as effective at generating sales as positive customer reviews. Similarly, and conversely, few things can be as damaging to sales as negative customer reviews. In terms of online retail, a recent survey found that positive reviews influence the purchase decisions of 90 percent of respondents, while negative reviews influence around 86 percent. But that’s in the B2C (business-to-consumer) world. In B2C, there are a relatively large number of customer interactions compared to B2B (business-to-business). This means that while B2B has fewer potential customer reviews to base a purchase decision on, each one is that much more impactful. (more…)

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How Negative Reviews Can Help Boost Your Business: If You Handle Them Effectively

Wednesday, June 13th, 2018

Sales professionals will be quick to tell you that a positive customer review goes a long way toward converting prospects into eventual customers. What better way to convince the market that you can walk the walk than to have satisfied customers tell your story for you? Conversely, negative reviews can be quite damaging. Data suggests that positive reviews influence the purchase decisions of 90 percent of respondents, while negative reviews influence around 86 percent.

But negative reviews and customer complaints can actually be good for business. Let’s look at some potentially counter-intuitive reasons why. (more…)

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Are You Wasting Your Time at Networking Events?

Tuesday, December 26th, 2017

In a recent Entrepreneur article, John Rampton explains to readers “Why You Should Stop Wasting Your Time on Networking Events.” In the piece, Rampton writes, “If people will be there that have great ideas and energy to share, I’m game. But attending an event just to hand out business cards and get a stack in return with the hopes of landing a new client or important connection is not for me.” (more…)

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When It’s Time for a Customer To Go: Ending the Relationship on a Positive Note

Thursday, December 14th, 2017

Hiring marketing or content marketing talent?Most people who have worked in any customer-facing role, whether as a waiter, retail clerk, or business relationship manager, have had to deal with difficult customers. And, when you’re working for someone else, you typically just have to grin and bear it. However, for freelancers and small business owners, you have some flexibility. You have the ability to make decisions about whether or not to keep a client or customer.

That’s not always as easy said as done, of course. (more…)

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Avoiding the Top 3 Networking Blunders

Thursday, December 7th, 2017

Hiring marketing or content marketing talent?Networking is an important activity in any industry. The term has many definitions depending on who you talk to, but in a broad sense you can think of it as just getting to know people in your industry. It’s surprising how many employment, mentorship, sales and partnership opportunities come about just by tapping into who you know and who you’ve met through networking activities.

Unfortunately, we don’t always leverage those relationships to best advantage. (more…)

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Focusing on Value Over Features in B2B Sales

Tuesday, November 14th, 2017

To a large extent, the sales and marketing world can be divided along two broad lines: business-to-business (B2B) versus business-to-consumer (B2C) and products versus services. Sales strategies for B2C services will differ from B2B services, which differ from B2B products, etc. There are best practices and pitfalls for each quadrant of possible scenarios created by this way of looking at sales and marketing. (more…)

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Taking a Long View of B2B Customer Relationship Management

Tuesday, September 5th, 2017

Customer relations is a crucial aspect of any business strategy. And for good reason. Amy Gallo of Harvard Business Review writes, “Depending on which study you believe, and what industry you’re in, acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one.” The importance of customer relations is especially true in the B2B context. Typically, B2B companies are working with a smaller pool of customers than B2C companies, and each customer, therefore, makes up a larger share of revenue.

McDonald’s doesn’t want to lose customers, but it’s a lot less painful for McDonald’s to lose a customer than for Boeing to lose one. Similarly, many businesses serve both consumers and businesses. Consider a rental car or hotel company. They obviously have many individual consumer customers, but they also serve large organizations, such as corporations with staff who travel regularly.

So how do you maintain those crucial strong relationships with B2B customers? Here are some tips. (more…)

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How Well Are You Realistically Managing Customer Expectations?

Tuesday, August 8th, 2017

Copyright: <a href='https://www.123rf.com/profile_georgerudy'>georgerudy / 123RF Stock Photo</a>A frequently quoted “formula” in the field of customer relations tells us: “expectations – reality = disappointment.” While this may seem simplistic, don’t relegate it to the ranks of witty sayings or bumper sticker slogans. There is a great deal of truth in this straightforward equation. Most business owners, managers and customer-facing employees have dealt with unhappy customers. It’s part of the job. But all too often, that customer frustration or disappointment can be avoided by properly managing expectations. (more…)

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They Might Come Back: Why It Pays to Treat Exiting Customers Well   

Thursday, July 20th, 2017

38309393 - group of different families together of all racesNo company retains every customer they do business with. There is a natural ebb and flow of customers over time, whether your company provides a product or a service. Understanding that ebb and flow is important. Calculating the lifetime value of your customers, anticipating potential losses and determining how much time and effort to spend on prospecting for new customers are all very important elements of running any business. (more…)

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