Leanne Nelson+ by | Mar 3, 2015 | Information Systems, Tools, Tips & Resources
A small business CRM system (Customer Relationship Management system) is an integral part of your business. We all need to track leads, manage opportunities and communicate with current and future customers. A small business CRM system is a structured approach to CRM that, these days, incorporates technology as a tool within that approach. Taking a structured approach ensures that the experience for staff and customers is strategic and that outcomes are predictable. People, processes & technology When asked, “What is a CRM?”, many people will answer with the name of a technological tool. But it’s important to understand that the tool is just part of the system. People and processes are also integral to a small business CRM system. You need a hammer to build a dog house, but the dog house won’t get built if all you do is buy a hammer. People and processes are also integral to a #CRM system Click To Tweet The effectiveness of a CRM system relies on the people using it. In isolation the tool is useless. It must be adopted, understood, accepted and used by those who are also part of the system to provide any sort of value. In that regard, processes around the gathering, classification and input of information ensure consistency and reliability of data. Imagine if your client data was actually useful! Many small businesses are using Excel as the main tool in their CRM system. However, as the customer and lead lists grow, the information collected increases and more staff become involved in the process Excel can quickly become unwieldy and ineffective. Excel can quickly become unwieldy & ineffective as a #CRM tool Click To Tweet...
Leanne Nelson+ by | Jan 15, 2015 | Customer Experience
Poor customer experience. Remember the last time one of your suppliers made you jump through hoops, just to do business with them? You started out what you imagined would be a simple enquiry process, only to find the contact details on their website where hidden like Tutankhamen’s treasure. So what do you do? Click on the next supplier on the list, just like everyone else. Perhaps you have an inkling your own customer experience systems aren’t as smooth as they should be, but you’re not quite sure how or where to start improving them. The good news is, little tweaks can have a big impact. With a regular review process in place, you can create effortless customer purchase journeys that will keep clients on board rather than clicking the next supplier on the list. Why you should know your processes from your customers’ perspective As you probably know from your own experience, if one business is difficult to deal with, another is only a Google search away. I don’t mean difficult in a snooty, obnoxious way. Oftentimes the whole process is impeded by systems and procedures that don’t quite work, despite the company’s best intentions. Studies show that over 60% of consumers will switch companies due to a poor customer experience (Accenture Global Consumer Pulse Survey). The scariest part is of those, 96% won’t complain or raise an issue. The business will never know. Over 60% of consumers will switch companies due to a poor customer experience Click To Tweet It’s not enough to look at your processes from the inside. They must be reviewed from your customers’ perspective. After all, they’re the...
Leanne Nelson+ by | Jan 9, 2015 | Customer Experience
Over the Christmas/New Year period, I’ve had the opportunity to see first hand the customer experience strategy from many different businesses. There’s been the good, the bad & fortunately, not too much of the ugly. One experience highlighted the benefit of businesses being flexible in their policies and systems in order to create a memorable customer experience (in the right way). I bought my husband a razor for Father’s Day, earlier this year. To add some background, I should mention that while that experience was quite efficient I was left underwhelmed. The retail assistant had obviously spent time learning the features of the products, but she could have been reciting Volume III of the Funk & Wagnells for all the interest she showed when explaining them to me. Very rote. Very monotone. Very meh. So we were starting from an experience slightly less than average. That’s my story (policy) & I’m sticking to it The razor stopped working properly so my husband tootled off to the store with razor, warranty and receipt in hand. Of course, as these things often pan out, his razor would need to be sent away for repairs under the warranty. He asked if it could be replaced by one in store. No, sorry, that one’s been superseded and we don’t have any in stock. But wait! Husband spied the newer model (apparently the same in every way except the model number). Could he have his faulty razor replaced by the newer model? No, that’s not store policy. What if he paid the $25 price difference? No, that’s not store policy either. So hubs was left with his faulty razor while...
Leanne Nelson+ by | Dec 1, 2014 | Gallery, Websites
We’ve recently finished Phase 1 of the Lara Swimming Club website update. This update included a complete design overhaul of the local club’s website to make it more usable & useful. The end result – an attractive, responsive site that’s easy for the club to maintain, that highlights their services & benefits, is useful to members & presents the club well to the swimming & local communities....
Leanne Nelson+ by | Nov 24, 2014 | Customer Experience
Hands up if you’re starting to feel the stress of the Christmas rush? The phone’s ringing, the orders are coming in & you’re busy, busy, busy. So busy that you’re beginning to wonder how you’ll manage to get everything done. And don’t even mention all the Christmas events that are coming up! Being organised will improve your sanity & your bottom line Stop & take a breath. The lead up to Christmas doesn’t need to be crazy, with everything becoming a last minute rush. In fact, it can become a prime opportunity to create exceptional customer experiences that will stand out in a sea of frazzled tinsel. The customer experience can mean the difference between repeat business & one-off sales, between great word of mouth referrals & silence. Here are 10 things you can do to keep your customers returning. 1. Get your email campaigns in order Send an email campaign letting people know your Christmas hours. This is particularly important if you are taking a break over the holiday period. 2. Remember your loyal customers Let your loyal customers know how much you value them by sending an exclusive thank you offer or gift. If your schedule & budget allow, a special event just for them is a nice touch. 3. Beat the Christmas card rush Prepare & send Christmas cards early to avoid postal delays. If you prefer e-cards, sending them early can help you stand out from the surge of cards received closer to Christmas. 4. Stand out Finalise any proposals or projects that have become drawn out over the silly season. Stand out by being the...
