Ten Tips for Long-Term Client Retention

December 7, 2008 · Filed Under Client Retention · 1 Comment 

Attracting and retaining clients is essential to the success of any business. Long-term clients are likely to feel more satisfied, are more likely to refer others, and are more likely to purchase additional products and services from you. Here are 10 solid strategies for retaining your long-term customers and making sure your new customers stick around.

1. Market to your existing clients. Your current customers are already doing business with you and are more likely to buy from you again. Focus most of your time, efforts, and resources on better serving your current clients. Go deeper instead of wider.

2. Be consistent in your approach and interactions. Treat your clients with honesty, humor, and respect — and maintain this over time. If you are consistent with them over time, they will see you as dependable, credible, and trustworthy.

3. Follow through on your commitments. If you promise to send information or to follow up, do it. You will gain loyalty and trust by always doing what you say you will do.

4. Connect with your customers. Find out about their lives, their hopes, goals, and desired outcomes. Ask questions that encourage a deeper sense of shared understanding. The greater the level of connection, the greater the mutual satisfaction.

5. Have fun. It’s easy to get caught up in goals, outcomes, and deliverables. Of course these are important, but clients also want to work with people who enjoy what they do. The more fun you can have while providing strong outcomes, the longer your clients will stay. Read more

Rich Schefren

November 6, 2008 · Filed Under Small Business Marketing · 2 Comments 

For the past month I’ve had the privilege of participating in Rich Schefren’s Guided Profit System program. For those of you who don’t know who Rich Schefren is, it is my pleasure to be able to introduce you. But before doing that, I want to tell you that the first time I heard Rich speak I decided I didn’t like him. At all.

In September 2006 I attended an event in San Diego hosted by Ed Dale and Frank Kern for their Underachievers program. Rich was one of the internet marketing superstars who were presenting. As soon as he began his talk, I decided I didn’t like him. That’s not fair, I know. But it is the truth. This guy in a suit, with a New York accent, telling the audience about all his business accomplishments just didn’t sit right with me. This was about the time he released his free report, The Internet Business Manifesto. I hadn’t read it before I saw him speak. If I had, I would have been anxiously waiting for him to take the stage and would have hung on every word. Instead, my just punishment has been having spent two years trying to learn just part of what he’s taught me in a month.
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At my age, you’d think I’d know better

November 5, 2008 · Filed Under Small Business Marketing · Comment 

When I went to vote yesterday I found that I was not a registered voter. This came as quite a shock because I’ve been registered to vote since I was 18. I’m now 55.

I moved to another part of the state about a year and a half ago. I registered to vote at my new (now old) location, but didn’t realize that I had to register again when I moved ‘back home’ (old, now new location). When they say there are X number of voters in the State of California, they really mean there are ‘this’ many voters in Los Angeles County, ‘that’ many voters in Orange County and so on. I thought I was a registered voter in the State, not the county. After talking to the examiner at the Registrar of Voters yesterday, I am now clear on this matter. I was advised the only way I could vote was to drive to Ventura County (where I no longer live), 120 miles one way, in rush hour traffic, which in LA starts anytime after 2:00 PM. It was, unfortunately, 4:00. On the best of days it would take about 2 hours to get there; at this time on a typical day, it was questionable whether I could make it there in the 4 hours until the polls closed.

As embarrassing as it is to share this mishap with you, Read more

Your Business’ Hidden Assets, part 1

October 31, 2008 · Filed Under Small Business Marketing · Comment 

All businesses have hidden assets. Hidden assets are the aspects of a business that would benefit the bottom line, but they haven’t been optimized. This series of articles will highlight some of the hidden assets that can be found in almost all businesses.

The first hidden asset to discover is your unique sales proposition (USP, also known as Unique Sales Point). USP is a marketing concept that was first proposed as a theory to explain a pattern among successful advertising campaigns of the early 1940s. It states that such campaigns made unique propositions to the customer and that this convinced them to switch brands. Today the term is used to refer to any aspect of a business that differentiates it from similar businesses. Read more

Marketing To The Affluent

August 19, 2008 · Filed Under Client Acquisition · Comment 

Today I received Direct magazine for August. The cover article is titled “Mad Money… The wealthy are still spending on luxury goods and services”. Does Dan Kennedy have his finger on the pulse of the economy, or what? (see yesterday’s post for more info on Dan’s take).

Click on the link to Direct magazine, then click on the August issue cover and you’ll be taken straight to the article. In the online issue there’s even a link in a sidebar to a related article: “Luxury Lists, How to Find High-End Buyers.”

According to Dan, the affluent class is expanding rapidly. He predicts that soon we’ll see demographics of the wealthy making up 1/3 of the population. The middle class will start to shift into the two categories. It doesn’t end there. Ultimately, 2/3 of the population will be affluent, there will be no middle class, 1/3 of the population will be poor.

I’m not an economist. Dan’s not an economist either. But, he’s a helluva marketer and when it comes to buying trends I’d put my money on a seasoned marketer any day of the week.

Thanks for taking time to read my blog today. I appreciate you spending some of your valuable time with me.

I specialize in creating customized marketing solutions for small business. Contact me at georgann at catchphrasemarketing dot com, or call me at 888-494-8445 to discuss how you can get more clients and increase profitability without increasing marketing expenses. Yes, you really CAN have it all!

Dan Kennedy – Fix Your Follow-Up, part 4

August 18, 2008 · Filed Under Client Acquisition · 1 Comment 

Dan Kennedy’s most recent book is titled No B.S. Marketing to the Affluent: The No Holds Barred, Kick Butt, Take No Prisoners Guide to Getting Really Rich. So it comes as no surprise that his second Recession Prescription is to sell to affluent buyers. A few of the top reasons for this prescription are:

1. Buying decisions are rarely made by price. Only 10% of people make buying decisions based on price. In a ‘real’ recession, that increases to 30%. However, at all times 40% of people NEVER buy based on price.

2. The affluent are the least and the last affected by a sluggish economy.

3. The greatest population growth is in the affluent. More people are becoming affluent than are becoming poor.

4. Because the affluent population is the greatest growth sector, their buying capacity is growing exponentially.

When selling to the affluent, Read more

Dan Kennedy – Fix Your Follow Up, part 3

August 13, 2008 · Filed Under Client Retention · Comment 

Recession Immunization

Following are areas of your business that need to be scrutinized to optimize profitability.

1. Who you sell to – this matters more than anything else.

2. What you sell

3. How you sell

4. How you follow up

To attract the best-qualified customers, all others must be driven away. This takes courage; courage to stand firm in the belief that not considering everyone as your customer is in your best interest.

Dan’s Recession Prescription #1: Sell to a buyer. This is not as obvious as it may seem. Read more

5 Ways to Increase Profits NOW

August 12, 2008 · Filed Under Client Retention · Comment 

Here are more recommendations from Dan Kennedy.

1. Always offer 3 choices… good, better, best

2. Raise prices – the weak will fall away, and the stronger will commit

3. Target better customers. This doesn’t mean only targeting people with more money. It also means to sell to people who want what you have.

4. Offer IMMEDIATE upsells – the best time to sell something to someone is right after they have just bought something. Make more money by having more stuff to sell (good, better, best stuff).

5. Multiply customer purchases with post-purchase follow-up. Send a thank you note, congratulations on your purchase, provide information about what was purchased, “buy this, too”.

Remember, always offer good, better, best.

Thanks for taking time to read my blog. Your time is precious and I appreciate you having spent some of it with me.

Contact me at georgann at catchphrasemarketing.com, or call me at 877-434-9019, with any questions you may have about electronic marketing (email, newsletters, ezines) or to discuss how using these marketing methods can quickly improve your business’ profitability. I can show you how to do it, or I can do it all for you.

Also, you can go to my web site www.catchphrasemarketing.com to get more information on the benefits of using email marketing in your business.

Georgann McCrosson

Dan Kennedy’s Fix Your Follow-Up, 2

August 8, 2008 · Filed Under Client Acquisition · Comment 

Buckle up and get ready for more of Dan’s wisdom…

Dan’s 3-step formula for finding highly qualified prospects:

1) Run an ad or do a mailer that asks the reader to call you.

2) When they call, do not set an appointment. Get their name and physical address to send them more information. Read more

When Is The Best Time For A Small Business To Market?

June 20, 2008 · Filed Under Client Acquisition · 1 Comment 

The best time to market is today. And everyday hereafter. Marketing should be a year-round process. Even seasonal businesses must consistently reach out to customers or risk having to rebuild their sales every year.

Many business owners who are struggling today might have built highly successful companies if only they’d put marketing programs in place. In the first few years of business, owners are focused on doing the ‘thing’ that is the business (i.e., doctors want to be doctors) instead of marketing and other activities to grow the business. According to Michael Gerber, author of E-Myth, 80% of new businesses fail in the first 5 years. 80% of those left will fail in the next 5 years. But to try to bring in customers without prospect databases, marketing tools or materials, often with little or no name recognition in the marketplace is almost impossible.

If this story seems a bit too familiar, it’s time to take charge of your company’s marketing and become proactive. Whether you are just starting your business or have been in business for many years, consider putting into place a system to capture prospect’s contact information and a system to stay in touch with everyone who’s shown interest or purchased from you. Making an investment of time and money into establishing a marketing and client retention system now will pay benefits for years to come.

There are many software programs available to facilitate this aspect of marketing. Not all of them will be best for your business. Take some time to evaluate which one will work best for you or consult with a marketing pro. In the meantime, even keeping paper records (i.e., sign up forms at the counter of the restaurant) will get you started. Then, when you have decided on an automated approach, it’ll just be a matter of data entry to get caught up.

Client acquisition and retention doesn’t have to be hard. It just has to be done.

I specialize in creating customized marketing solutions for small business. Contact me at georgann at catchphrasemarketing dot com, or call me at 888-494-8445 to discuss how you can get more clients and increase profitability without increasing marketing expenses. Yes, you really CAN have it all!

Georgann McCrosson

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