We know it’s impossible to keep up with all of the news in the local business space. That’s why we’ve cherry-picked the articles from this week that matter most for business owners like you.
[Customer Retention] How to Breed Positivity Among Customers
The key to creating a positive environment for your customers is to communicate effectively and often. Five key things to keep in mind as you begin to build relationships with your clients:
- First impressions matter—so make sure yours is great!
- Don’t get too personal—keep it friendly without crossing the line.
- Keep in touch—let your customers know you’re thinking about them.
- You can never give too many high-fives—make sure patrons leave your location feeling valued and special.
- Your word is everything—so deliver on what you promise, and don’t promise things you can’t deliver.
Why It Matters: Every business is different, and discovering exactly the right approach for your customer bas will take some time and testing. But it’s vital to invest in great in-person service and online communications to ensure that you develop lasting, meaningful relationships with patrons.
[Branding] Top 7 Branding Mistakes to Avoid
Source: Huffington Post
Your brand is your greatest business asset. Here are 7 common mistakes that local business owners often make when it comes to branding:
- Misunderstanding what constitutes a brand.
- Putting your branding as a low priority.
- Failing to research the competition.
- Failing to understand your audience.
- Keeping your brand inconsistent.
- Treating your brand as a stagnant entity.
- Skimping on budget.
Why It Matters: Your business brand is more than just a logo and color palette. It’s a holistic approach to what your business stands for and how you tell that story with words and visuals both in person and online. Spend the time you need to nail down your brand's position, tone, and style initially, and then make sure to revisit your brand every year or so to adjust your positioning as needed to stay relevant to customers and stand out from your competition.
[Reputation Management] How to Respond to Negative Comments on Social
Source: Social Media Today
While negative comments on social media may be challenging, they can serve your business in a positive way if you handle them correctly. Here are 7 things you should do when a a follower writes something harsh on your social accounts:
- Always respond—unless the comment is completely invalid, profane, or spammy.
- Contact commenters privately after the initial interaction.
- Do whatever it takes to resolve the issue raised.
- Ban or block consistently antagonistic followers.
- Keep posting great content.
- Develop social customer service guidelines and make sure all employees adhere to them.
- Bring in additional help (either in the form of social monitoring tools or a part-time marketing person).
Why It Matters: Many business owners dread having to deal with negative feedback online. The truth is, negative feedback can be a good thing! It means your customers are engaged and care enough to raise concerns to you. It’s your job to step up and do what you can to remedy the situation, or at least make patrons feel heard.
Keep in mind that followers who have their complaints successfully resolved on social are much more likely to become long-time fans of your business—so approach every negative comment as an opportunity to show your business in a positive light.
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