Free download: How to become a client-obsessed brand (Lifestyle)

White_Paper_5Ps Blog Post 2.jpg

Is your salon/spa measuring up to client-obsessed brands? The salon/spa industry is growing rapidly with an expected value of $128 billion this year, as reported by GlobalNewswire. This growth indicates that customers no longer view these services as an unaffordable luxury, but as a lifestyle.

Help your clients indulge in your services by:

  • Implementing a partnership with your clients in mind.
  • Using your knowledge to give your clients unique experiences.
  • Involving your staff in protecting a client’s private information.
  • Letting your clients have more control, and more.

Enjoy our free download ‘The 5 P’s of Client Experience’ to learn about actionable ways your business can become a client-obsessed brand.

Blog_Download_Button.png

The benefits of using social media tools

The benefits of social media tools

Managing social media pages can be overwhelming for small businesses, especially when first starting. Once you create a profile your staff has to carve out time to think about content – both copy and images – while also taking part in social conversations, and answering client questions. Though the rewards may sometimes take long to reap, or even hard to pinpoint, the work that goes into social can bring in more clients. But what can your staff do to make social media easier to manage? Bring on a tool that does the groundwork for you.

Consistent branding

Compelling images are probably the hardest to attain as a small business with limited resources. Some social management tools, however, will also offer professionally designed profile images across all of the main channels. This will help your online presence look consistent so current and potential clients know they found the right business.

Reduce content creation time

If you’re looking for true value, find a tool that can offer you pre-written content that’s specific to your industry. This feature can act as a hired writer but without the cost of training, computer equipment, experience, etc. You will also be able to have the post scheduled in advance so your team can plan ahead.

More time on engagement

With your posts being taken care of your team will have time to spend on what’s most important: engaging your audience. Your audience includes people who follow you, as well as people who don’t.

For those who do follow you, they may predominantly be clients who are already loyal to you with a mix of potential clients. Both will use the channel to ask customer service questions. Research has shown that more than 80 percent of customers expect responses from businesses within 24 hours, with almost half anticipating a reply in less than an hour.*

For those who do not follow you, the best acquisition strategy to look for industry-specific conversations and take part in them. This will grow your following, and in turn expand your online presence to find new clients.

 

Social media is a must for your business, so it’s a great idea to find a tool that will save you time, and keep your staff focused on their main roles.

*https://www.nsdesign.co.uk/need-quicker-response-times-social-media/

How to Measure the Value of Your Website with Google Analytics

How to measure the value of your website with Google Analytics

Google Analytics (GA) is an analytics tool that can help you understand how powerful your website is in your marketing strategy. You can measure how many returning visitors you get versus new visitors, what website pages are the most popular, and so much more. Because it offers a lot of measuring opportunities, sometimes GA can seem overwhelming. To get you started, here are some essential metrics to measure the value of your website to your business.

Turning it on

First things first – you have to open an analytics account and add GA to your website. The tool is free, so all you need is simple information like your website URL to get your GA code snippet. Highlight and copy the entire snippet of code once you are ready to add it to your website. You can access this snippet of code anytime in your GA settings.

If you have a Business Plan website with WordPress.com, adding this code is simple. Just install the Google Analytics plugin created by MonsterInsights, as that is the plugin trusted by WordPress. Once installed, go to the settings of this plugin on your WordPress dashboard and add your snippet of code.

You can also add GA to WiX, Squarespace and most templated websites. If your business has a custom website built by code from a developer, you should contact your developer or IT professional. It may take a day or two for your website to start recording data. You won’t be able to gather any data from the time period that you did not have GA.

Behavior: Popular Pages

Now for the fun part: measuring! Right off the bat you’re going to want to know what pages are working for you. Your homepage will always be the most popular by default, so it’s better to pay attention to the top three to five pages on the list. On your left hand menu in GA, click Behavior > Site Content > All Pages. Once you arrive make sure you adjust the time frame on the upper right corner of the page so you can be specific on what day or days you want to measure.

Now that you are looking at your top pages, pay attention to some of these details:

  • Pageviews and unique pageviews: it’s interesting to see how many of those views are unique.
  • Average time on page: you want to see something above 1 minute and 30 seconds so you know users are truly reading.
  • Bounce rate: how often are they on the page for only 0 seconds? This percentage should be lower – ideally under 50 percent.

On your popular pages, don’t make too many content updates because clearly something is working. Make sure you have strong CTAs and feel free to add testimonials to these pages since they have a good chance of being viewed.

Acquisition: Where are Visitors Coming From

With this data there is no more guessing what social network works best for your brand. You can also learn about other channels bringing traffic to your website like paid search if you’re running Google Ads, referral websites if other websites are linking to yours, or email if you’re sending email campaigns.

On your navigation click Acquisitions > All Traffic > Channels. Right off the bat you’ll see what channels are bringing the most traffic to your site. If you click on a specific channel like Social, you can track what specific networks are bringing you the most traffic, and decide which ones to stop posting on every week. And remember – take the bounce rate into consideration when you’re deciphering which channel is working the best for your brand.

Audience: Know Your Visitors

This is a great tool to help you pinpoint who your website audience is. If you click Audience > Behavior > New vs Returning on your navigation, you can easily see who you’re content should be catered to. Maybe your website is mostly returning users, while your social media pages are where new customers find you.

While staying in the Audience tab, explore the Demographics, Interests, and Geo subtabs to really get to know your users. This information is great for inspiration on sales, promotions or incentives you hold.

Marketing only has meaning to your business when it is measured. Although there are many ways to analyze the different marketing channels you use, Google Analytics is one of the best for understanding the power of your website, who is visiting it, and where they came from.

Demandforce Customers: Easy Ways to Collect Email Addresses

Collecting Email Addresses for Marketing

One of our best tools to convert current and prospective customers is our Email Campaign builder. Just like you experienced in your demo with your sales rep, you can segment your emails by products purchased and services received, or simply send appointment reminders and recall campaigns via email. But in order to get started, you have to collect email addresses from your audience. Don’t worry – there are easy ways to do this! Here are two options that the Demandforce portal offers you to help you collect email addresses.

Offline Form

Offline forms ask for the information necessary to send your customers emails and text messages. ‘Offline’ stands for customers who either don’t have an email address in your management system, or are simply not subscribed to your email communications.

The easiest way to tackle receiving email addresses from your current customers is by printing this form for the day they come in for their appointment. Go to your ‘Appointments’ drop down in your menu and click ‘Appointment Calendar’ to choose the day you would like to print your Offline Form. Then you can click the blue link ‘Print Patient Forms’ and choose if you want print forms for every patient that day, or a different audience listed in the drop down.

It’s recommended to add this to any other paperwork your customers are filling out, or have them fill it out quickly while they wait for their appointment to begin.

Email Finder

Email Finder is an add-on service we provide within your portal, and it’s a great option if you have little-to-no email addresses to start with, or your business is fairly new. It’s also helpful for a promotion or announcement that you want to extend your reach with.

This service searches through national opt-in databases using your customer’s name and physical mailing address. Once you start with Demandforce the Email Finder already begins searching, and let’s you know how many it has found. This happens every month and is no extra charge. Only once you click ‘Let’s do it’ are those emails purchased for $0.99 per valid email. The good news is – we give you 500 emails for free just to get you started! Be sure to take advantage of that deal no matter how big your email database is.

Outside of what Demandforce offers you, there are a variety of ways you can gather email addresses from current or prospective customers, including:

  • Business card fishbowl for a prize giveaway
  • Email signup field on your website
  • Social media ads

Just be sure to email your customers no more than once a week, and no less than around every three months to stay at the top of their mind.

Simple communications that will drive revenue to your auto shop

Auto Shop Communications Driving Revenue

Your customers are most likely driving their car everyday, and all that truly matters to them is the vehicle takes them to point A and point B when they need it to. It’s up to your auto shop to keep them informed on what their vehicle’s make and model needs to keep moving, and remind them when the time has come. Customers are more likely to want to receive communications from their auto shop than some may realize!

Research indicates 67% of vehicle owners are open to receiving text updates.

These days most people have their phone in their hand, or nearby, at all times. All you need to do is have their consent to send their number text messages recorded in your business management software. One way to receive consent is a checkbox on a new customer sign in form.

Using a simple software, your shop can easily send maintenance or service reminders pulling from the Mitchell database so they are specific to your customer’s vehicle. You can also segment these texts by active and lost customers in order to personalize the message. For lost customers, you may consider including an incentive in the reminder to further persuade them to bring their car into your shop for maintenance.

 

Cox Automative reported 45% of customers who did not take advantage of online scheduling did not know it was an option.

Don’t let your shop miss an opportunity to get an appointment scheduled, whether it’s from a new customer or current one. An online scheduling widget can bring in substantial appointments when placed on your website, or a popular social media channel like Instagram. According to WardsAuto.com, 23% of online customers schedule their visits outside of the business hours of a dealership. If you’re not offering online scheduling, your competitors may be getting those appointments.

When you are proactive and consistent in communicating with your customers, you can ensure that you are always driving revenue to your auto shop. Make it easy for them to choose your business, and then wow them with your high-quality services.

 

http://wardsauto.com/fixed-ops/car-dealership-vehicle-sales-down-now-what

Don’t be afraid of customer surveys

Don't be afraid of customer surveys

Customer satisfaction is the most important aspect of your business because without loyal customers your bottom line will suffer. The strategy behind keeping your customers coming back is ensuring that each touch-point in their journey is positive. Your business can track their satisfaction with customer surveys, a method that may make you nervous. But don’t be afraid of customer surveys. They can expose issues you may be unaware of like long hold times for phone calls.

Here are some reasons why you shouldn’t be afraid of customer surveys.

Your online reputation will be protected

As customers are checking out at the end of their visit, have your front desk hand them a customer survey. Keep it short with 5 questions or less to ensure they complete it before they leave. This will give them the opportunity to critique any part of their visit that didn’t go well, and most likely prevent them from complaining about it on social media since they already got it off their chest.

For customers whose satisfaction surveys are positive, your front office can utilize that to boost your business’s online reputation. The strategy is simple: send a daily or weekly email to happy customers asking them to leave you a review on Yelp, Google or any review site that is important to your business. Link directly to that site within the body of the email to make it as easy for the customer to complete as possible. This can be done more efficiently with an automation software.

The feedback can help your business

Surveys can expose process or team issues, as well as highlight an employee’s exceptional performance. Review your customer surveys once every quarter and meet with your team to go over good and bad experiences that stood out. It could serve as a training session in ‘what to do’ in situations that have arised, or may arise in the future.

At the end of the year you can also recognize an employee who handled a difficult situation well, or helped pave the way for a more efficient process that needed adjusting.

Customer surveys are a way to empower you and your staff with information on what your customers are truly expecting. Spend time perfecting the questions you will ask, and consider leaving the last question as a free form field so that the customer can be specific in what worked or what didn’t.

How to Have a Successful Conference Experience

How to have a successful trade show experience

Attending conferences is important for professionals in every industry. It’s a great way to dive in and hear about new technologies, tricks of the trade, and more. However, because conferences are jam packed with learning and networking for 1 to 3 days, it’s important to make a game plan so you can have a successful experience.

Here are some helpful tips to leave your next conference with an implementation plan.

Prepare for note taking and networking

Some attendees go to trade shows for one or the other, but really everyone should be soaking in the new information and getting to know their peers.

Prepare for note taking by bringing the tools that work best for you. That could be pen and paper, a laptop or a tablet. Taking notes helps improve attention to detail, promotes active learning, boosts comprehension, improves organization and increases creativity. This is all necessary when you’re on a learning spree attending back-to-back sessions.

Next is networking – something many people cringe at. But networking can be easy if you do it in the best way that works for you, and sometimes one conversation can help you solve a business problem you’ve been stuck on. Different networking methods include talking with attendees while you’re sitting waiting for a session to begin, attending networking events, or sitting with peers at lunch. Make sure to bring your business cards with you, and make a networking goal. It could be to swap cards with 4 peers, or to find a solution to a business issue.

Pick three topics to take away

Learning this much in such a short time frame can be overwhelming. Your best bet is to look at the conference agenda a couple of days before, and start picking each session you want to attend for each time slot. Some conferences actually require this because sessions book up so quickly.

Attend the sessions you feel you will get the most out of. Your choices should be a mix of new topics to learn, challenging topics for skills you may need to strengthen, and topics you may be knowledgeable on but want to make sure nothing has changed.

As you complete your schedule there will be sessions that stand out to you as important. Pick three learnings that you want to take away and implement when you get back to work. This will ensure you get your money’s worth, and expand your skills by putting your new learnings to the test.

Speak to vendors

It’s important to spend some time walking through the exhibit area. You may come into the experience thinking you don’t need anything new at your business, or that what you need doesn’t exist. But vendors at conferences vary from marketing communications softwares to banks offering small business loans, and it’s important to know what new technologies and products are out there. Stay up-to-date with solutions in your industry so you’re in full control of the possibilities for your small business. You may even be able to offer a suggestion to a peer when they are in need of a solution.

The most important thing is to be open. Immerse yourself into the conference experience and you’ll be surprised how much you can take away from it!

3 Ways to Modernize Your Practice and Become More Efficient

Patient Experience - Modernizing Medical Practice

More and more we are hearing about the importance of a positive patient experience. Patient behaviors are increasingly influenced by technology, so their expectations from their providers are changing. If you haven’t implemented technology into your patient experience yet, here are 3 ways to modernize your medical practice.

1. Discreet appointment confirmations

Although your patients may appreciate the courtesy ‘appointment confirmation’ phone call your front office makes every month, they may not always be able to answer and speak to someone at that very moment. Your office hours are most likely the same hours as your patients’ work schedule. But if you introduce more technology solutions into your practice you can offer your patients the option – voice, text or email confirmations. Which do they prefer?

You can also explain how each confirmation works, as none of the options require speaking to a representative at your practice. The patient simply needs to dial a single number to confirm, or respond to the text message. With a sophisticated communications software, your staff will receive these confirmations in real-time and will be able to easily transfer them to your management system.

2. Missed appointment reminders

You can send a reminder the day of a patient’s appointment, but life happens. Sometimes days get too busy and patients may still forget. What’s important in this situation is to remind that patient to reschedule their missed appointment. This is critical in whether or not this person becomes a lost patient, which is not good for their health or your business.

The most efficient way to send this reminder is via email. Include a ‘Request Appointment’ button within the email so the patient can get back on your schedule easily, and during a time that’s convenient for them.

3. Appointment opportunities when booked

Most patients understand that they may not be able to make an appointment on short notice. However, if your front office is organized, you could add them to your Hot List. A Hot List is a list of patients who have requested an appointment, but the date and time they requested is not available. This comes in handy if there is a cancellation, and is most efficient when tracked digitally. Your staff can access this list at any time, and contact the patient with a pending appointment via email or text with just a couple of clicks. This accommodates your patient’s schedule and helps you reduce no-shows.

 

Implementing technology into your patient experience is the most efficient way to make it positive, and keep them coming back. The idea is to make visiting their doctor as simple as possible, while still communicating in a way that isn’t time consuming for you and your staff. Learn about other digital solutions that can help modernize your practice at www.demandforce.com.