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Accountants / Lawyers Do yourself a Favor - Konw what your Customers Want
In my day to day practice in assisting small business I often come across customers looking for a 'good' accountant or a 'good lawyer'. As an accountant myself the common thread for a 'good acountant or good lawyer' seems to be 'I want someone who...
Customer Service is Dying-and I'm Not Feeling So Good Myself!
Customer Service Is Dying—and I’m Not Feeling So Good Myself! Setting goals that will take you where you want to go By Garrison Wynn Have you ever called a company and been greeted with the phrase “Hold, please”? How do they know you can hold?...
Ethics in Business... A Lost Art
While watching Face the Nation one Sunday earlier this year, Bob Schiffer discussed the airline industry, his mother and ethics in business. Like Bob, I think it is a sad commentary today, that we have to police businesses. Whatever happened to...
Examining the Relationship Between Employee Satisfaction and Customer Satisfaction
Numerous studies have been done to look at the connection between customer and employee satisfaction. A majority of these studies were able to uncover a correlation between employee satisfaction, customer satisfaction and profitability. In a...
Is Your Customer Service Excellent?
"The last person to buy from you is the most likely to buy again and soon." This quote is an old one and I do not know the author but I do know it to be true. After spending fourteen years of my life owning and running a retail art gallery, I was...
 
What Your Customers Absolutely Must Know About Your Business

What Your Customers Absolutely Must Know About Your Business

No matter how small or new your home business,
it is never too soon to start thinking about your
brand image.

Brand image?

You may think that brand image is something that
matters for consumer products like Coke or Chevrolet.
What does it have to do with a small -- maybe one
person -- real world or internet business operating
off a kitchen table or out of a spare bedroom?

Pretty much everything.

About the time my brothers and I hit high school,
my mother came up with a new catch phrase.

¨Remember who you are and what you stand for,¨ she
would tell us as we would head out the door.

Good advice for a teenager.

Good advice for a business.

Your brand image is what your company means in the
customer´s mind -- what it can, and cannot, do for them.

It is who you are and what you stand for, as
understood by your customers.

Especially for a small business, it is critically
important that that image be razor sharp and
crystal clear in customers´minds.

You cannot do everything. You cannot even do a
lot of things. If you are lucky, you can do
one or two things really, really well.

You want potential customers to think of you --
and think of you first -- when they need someone
to do those one or two things.

So eliminate from your image, from how you
present yourself, all those things you do not
do. Present for the customer´s consideration
only those things you do do, and do especially
well.

But that is only the start. The next key is
consistency -- staying on message.

There is a tremendous temptation for a small
business to wander in the way it presents itself,
testing out a new marketing proposition, or
marketing a little bit in a lot of different places.

Huge mistake.

You need to be one thing, and to be that one thing
over and over and over again -- to the point of
numbing repetition.

Whatever it is that makes your products or services
unique and worth having, you need to pound that
message home relentlessly, so that those who
really do need what you offer clearly understand
that you are the solution to that particular problem.

You also need to pick where and how you are going
to deliver that message, and to achieve a presence
in that


forum that makes you seem both familiar
and formidable.

That does not mean that you close your ears to what
customers want, or that you refuse to let your
business evolve into something different and better.

It does mean that you must recognize the necessity
for choice. You cannot be all things to all people,
and any new opportunity you pursue must come at the
cost of what you have done before.

As you develop your brand image, you need to focus
on it in every aspect of your business. It is not
just advertising or marketing materials, it is what
other businesses you associate with, where you a
advertise, how you look, how you provide customer
service, and so on. Every aspect of your business
needs to reinforce the brand image you want to present.

For example, if your business is to provide
customization services for Harley Davidson choppers,
stapling your business card to a bulletin board at a
biker bar might be a good association. If your
business is interior design for the country club set,
that might not be an association that helps build an
image consistent with the brand you want to build.

On the other hand, Laura Ashley style letterhead could
be a big mistake for the guy making a living painting
death´s head logos on choppers, but might be just the
right brand-enhancing touch for some interior decorators.

So here are the act upon questions: with regard to your
business, who are you and what do you stand for?
What problem do your customers see you solving better
than any of their alternatives? How can you better
communicate to the world what you do and what you stand for?

****************************************************************

Ray Worthy Campbell´s first online business reached $1 million monthly
in sales in less than 18 months -- on a shoestring budget. His weekly
business tips are available at http://www.Home-Business-Tips.net.

****************************************************************

About the Author

****************************************************************

Ray Worthy Campbell´s first online business reached $1 million monthly
in sales in less than 18 months -- on a shoestring budget. His weekly
business tips are available at http://www.Home-Business-Tips.net.

****************************************************************

 

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  • what kind of client customer are you mr ms entrepreneur

  • what s the customer service buzz about your business

  • what the taco bell manager taught me about customer retention

  • what to look for in presentation folders

  • what your customers absolutely must know about your business

  • when customers complain

  • where are the delighted customers

  • where did the customers go

  • where have all the delighted customers gone

  • where to find the database for your customer mailing list

  • which is better repeat business or adding new customers

  • who am i who is my customer

  • who are your most likely customers and what do you know about them

  • who comes first the customer or employee

  • who says that you need money to get repeat customers

  • who says the customer is always right

  • why arent you using freebies to get more customers

  • why are customers so indecisive

  • why a collection agency is your small businesss best friend

  • why bother with customer centricity

  • why communication skills dont work in customer service

  • why conducting a customer survey could double your profits

  • why hasnt customer service improved despite the profusion of databases and technology

  • why providing excellence in customer service is essential to every business

  • why public relations doesnt just happen

  • why small business must turn to pr

  • why you must build a customer list to prosper

  • winning customers over the phone

  • winning customer experiences

  • winning the loyalty of your customers

  • work at home business ideas

  • work from home and make more money

  • wrapping yourself around the customer

  • writing the book on great customer service

  • your customers are more than a number

  • your diamond mine the lifetime value of your customers

  • you must build a customer list