The Importance of Touchpoints in the Customer Experience

Jun 13, 2016 by

Graph line with touchpoints

The way your customers experience your business is paramount to your success. Focusing your attention on a great product and high service levels is a start, but your customer should be front of mind when you begin exploring every touchpoint they have with your brand. Touchpoints that miss the mark – delivering ads to the wrong segment, unclear billing, an outdated website – can drive customers away. Knowing exactly what your customers experience during all phases of the sales process with your brand can help you identify weak places in your strategy and deliver a smoother experience.

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Infographic: Maneuvering 5 Difficult Customer Personalities

Jun 6, 2016 by

A picture of each difficult customer personality type
All small business owners have their bugaboos. Some may be terrible at following a budget or tracking finances. Another may avoid marketing like the plague, while others may have a tough time managing a difficult customer.

Do complaining customers freak you out? Does it drive you crazy when your customers are overly agreeable? Or if a lead is hesitant to purchase your product?

It takes all kinds to make this old world go ’round. There are as many personalities as there are people, but some of those personalities can be particularly tough to please. Of course, it isn’t possible to make everyone happy at the same time, but there are ways to maneuver sticky situations with a difficult customer.

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The 34 Ultimate Inspirational Quotes from Successful Entrepreneurs

May 20, 2016 by

lightbulb-inspiration-quotes for entrepreneurs

Entrepreneurs are a hard-working and brave lot. Think about it: they have the cojones to start businesses in the face of turbulent economic conditions, are constantly brainstorming to solve problems in new ways and withstand tons of adversity. Yet, they still come out on the other end as thriving survivors.

Their power resides in their unrelenting tenacity. Their drive to keep a business alive. To make a better life for themselves and their families. Entrepreneurs are all heart.

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Infographic: Why Customer Retention is Key for Small Businesses

May 2, 2016 by

customer retention small businesses customer service customer experience word of mouth marketing

You don’t have the time or money to acquire new customers.

Well, that may not be true, but it is a costly undertaking to build a customer base. It also takes quite a bit of money to bring new customers in and even more money to get them to even spend a dollar. Your true value lies with your current customers. Most business owners understand this basic fact: the happier your current customers are, the more likely they are to keep doing business with you.

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The One Thing that Will Make Entrepreneurs More Productive

Apr 15, 2016 by

Moon and stars sleep importance entrepreneurs lifehack small business

Have you ever been proud to tell someone about how little you sleep? Did you brag about how much you accomplished or how much money you made because you only sleep three hours a night? Your arrogance could be costing you.

Jason Fried, co-founder of the task management tool Basecamp is fed up listening to over-worked and over-tired entrepreneurs puff-out their chests with pride over their lack of sleep.

“I think this message is one of the most harmful in all of business,” Fried said. “Sustained exhaustion is not a rite of passage. It’s a mark of stupidity.”

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Does My Business Really Need a Customer Journey Map?

Apr 4, 2016 by

compass quiz customer journey mapping customer experience small business
You’ve probably noticed that we’ve been covering the importance of customer journey mapping quite a bit. If you’ve missed it, you can check out the posts here, here or here. Lots of coverage.

Whether you’ve had the opportunity to read our posts or not, you may be wondering if your business even qualifies to build and incorporate its own customer journey map. After all, a very small business has a limited budget, limited resources and a potentially limited customer base. Yet, if your plan is to grow (and what business owner wants to be stagnant?), a customer journey map is a necessity.

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The Quest Begins: Customer Journey Mapping for Your Business

Mar 14, 2016 by

customer journey mapping pointer on the map locater customer service customer experience
The time has come and your journey has begun. Though you can’t be sure what dark roads you will encounter, you can be certain you will find your destiny at the end.

There are no wizards. No wraiths. No lords, ents or imps. There is only your business, its customers and their experience. I’m talking about the enthralling quest of piecing together and creating a customer journey map.

Customer journey mapping is gaining prevalence in the business world. Some executives might even say if your business hasn’t taken the time to create a journey map, it can’t properly serve its customers or anticipate their pain points. While there are many ways to create an exceptional customer experience, journey mapping gives companies a deep dive on their customers’ overall experience.

Ready to learn more? Here are the need-to-know basics before you set off on your own customer journey mapping quest.

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