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Ways Dentists Can Generate Revenue from Patient Reviews

By · April 9, 2014 · Filed in Reviews · No Comments »

Patient Reviews for DentistsYour number one goal as a dentist is to get the most and best patient reviews possible for your practice because more reviews = more revenue. They are important because you cannot ignore the fact that according to studies, when searching for a local business, over 62% of people read online reviews. If your dental practice reviews are not online or are poor, they will more than likely choose to do business with someone else.

Taking a proactive role in getting and managing reviews is important to your business. The first step is to look at your attitude about them and determine if you are doing all you can to generate positive ratings and manage your reputation.  Start by reading each question below and see how your answer affects your dental practice. (more…)

Marketing Tips for QR Codes and Microsoft Tags

QR Codes for Captivated Customers WebsiteYou’ve seen them – QR Codes. They are those funny looking data-matrix squares found on marketing materials, business cards, movie posters, t-shirts, etc.  QR Codes have been around since 1997 and have resurfaced as a new found marketing tool.  In fact, my latest Brookstone catalog last month was covered in QR Codes!

 Why QR Codes Matter

  • A Nielsen report  indicates Smartphones account for 31% of US mobile phone owners as of December 2010.
  • EMarketer predicts Smartphone ownership will reach 43% of the US mobile population by 2015
  • Morgan Stanley Research estimates sales of Smartphones will exceed those of PCs in 2012

In a recent blog article written by Ryan Goff titled Breaking: QR Code Stats Revealed, a survey conducted by MGH revealed why users would use a QR Code and that by using QR Codes, it makes your marketing to stand out from the rest:

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The Groupon Phenom – Does it create Loyal Customers?

By · August 22, 2010 · Filed in Customer Engagement, Customer Experience · 5 Comments »

GrouponEveryone loves a good deal, even me! In this economy when businesses are struggling to get and keep loyal customers, a Groupon campaign can help you drive customer traffic. But it’s your goal as a small business owner to create loyal customers from these visitors.

Groupon offers subscribers a deal-of-the-day where a local business features services or products at heavily reduced discounts anywhere from 50-90% off. The catch is that the business sets a minimum number of purchases before the deal is “on” for everyone. With over 10 million subscribers at last count, Groupon is a powerful marketing tool sought out by both the biggest and smallest of business owners. From what I hear from local businesses, there is a waiting list to feature your business.

That hasn’t been a problem for most businesses, and in fact, some have been overwhelmed with the response rate. Groupon launched its first national deal this past Thursday with GAP to offer $50 worth of apparel and accessories for $25 and about 450,000 Groupons were sold.

Sounds incredible right? But what about the local small business that creates these deals. If they are barely surviving and think that a Groupon campaign is the answer, they may be sadly mistaken. Here are some things to considering using these types of services:

  • Cap the number of deals you are willing to sell. Decide first how much in discounts your business can afford to accept based on your margins.
  • Prepare your store. Decide who will be in charge of handling these coupon customers when they have questions about the program. Make sure that your front liners gladly accept the discounts.
  • Prepare your staff. Let them know you are participating in this type of marketing and that you have their buy-in. This is the time to make your best first impression with these customers.
  • Have a Retention Plan in place. What good is it if you have this rush of business but you aren’t retaining these customers? Many of them are simply looking for the deal of the day and never plan to return. Encourage them to join your mailing lists, social media sites, text messaging campaigns, etc., and give them a compelling reason to return – one being your outstanding customer experience.

We’ve just begun to see more and more group buying websites pop up due to Groupon’s popularity. Sites like Buywithme.com and Livingsocial.com are other examples. Make sure that your customer loyalty programs capture these customers so that you can grow your repeat business. Otherwise, you could be missing out on the full benefit of increased customer traffic.

 

  Norma, The Loyalty Lady,is an innovative Customer Experience Strategist, Business Coach, Blogger and Speaker. She works with small service businesses to help them build an unprecedented customer experience that will drive customer loyalty and retention. Contact her at [email protected] or by phone at (480) 694-6940.

My Customer Experience Program – The Journey

Turn Your Customer Experience Into Cash ProgramI am very excited to share the re-launch of my Program Turn Your Customer Experience into Cash with the Customer S.M.A.R.T.S. System™. The Customer Experience has never been so important in this economy.  In fact, I consider it the “new” marketing. My Program shows small service businesses how to take control of their customer experience and turn it into a cash-making tool.

Over and over, I see business owners them spend most of their marketing dollars attracting new customers.  All the marketing in the world won’t grow your business if your customer experience is poor. Creating an extraordinary customer experience to maximize the effectiveness of our marketing campaigns should be our focus.

Did you know that I have spent 20+ years in sales and service in a variety of industries including education, real estate, and cosmetic? I have even sold Girl Scout Cookies and loved it, so I know sales and service are in my DNA. I have my dad to thank, a former hardware salesman, because he helped me understand how to treat customers and build strong relationships with them.

About 9 months ago, I began my research on customer experience strategies reading hundreds of articles, various blogs, and multiple books and talking to customer experience experts.  I combined my research, best practices, and my expertise in outlining strategies that small business owners could employ to develop an outstanding customer experience.  Watch my video about today’s customer experience:

I looked at all areas of a business that affect its ability to develop that extraordinary customer experience. There was a need for a customer experience plan, a customer-centric culture, customer loyalty tactics, and an employee staffing and development strategy.  I identified 6 customer experience strategies which I call the Customer S.M.A.R.T.S. System™.  Based on this System, I created the Program called Turn Your Customer Experience into Cash with the Customer S.M.A.R.T.S. System™. The Program includes a 5-Hour CD Set and Program Guide that walks a business through the process from start to finish.

After feedback and improvements to the Program, I am re-launching my Program and wanted you to know about it. I am providing small business owners several ways to engage with the Program. Some business owners will want one-on-one consulting.  Some will want to participate in a 7-week teleclass series so that they can walk through each strategy, get feedback from me and their peers, and stay accountable.  And some will simply want the Program so that they can do it themselves. So I provide all three options.

If you are interested in developing an outstanding customer experience, visit my website at TurnServiceIntoCash.com.  As a special offer to my readers, I want to offer a $50 discount off the Program through September 1, 2010.  Simply use “BLG50” for the coupon code to receive my “thank you” discount.  Go to TurnServiceIntoCash.com now and claim your Program.  You can also reach me at (480) 694-6940 or email Norma if you have any questions.  Log into Twitter and Facebook to share this blog with your friends by clicking on the links below!

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3 Things You May Not Know About Customer Experience Leader Zappos.com

By · August 3, 2010 · Filed in Customer Experience, Customer Service Strategy · 1 Comment »

Delivering HappinessI just finished reading Delivering Happiness by Tony Hsieh, CEO of Zappos.com, Inc. As customer experience experts, Zappos.com was established in 1999 and grew to be a $1 billion company in gross revenue in 10 years.  I often refer to Zappos.com when I speak about the customer experience because they get it.  They have built a company that is a perfect example of how to sustain growth in business by focusing on these three key areas:

1)      Customer Service

2)      Culture and Core Values

3)      Employee Training and Development

There were several surprises for me in reading this book.  My perception of Zappos.com was that they started the business with a customer-service focus, a customer-centric culture, and the best employee training from the get-go.  But I was wrong.  It evolved as they evolved.

For example, one thing that surprised me is that even though they began the company in 1999, it wasn’t until 2003 when they decided to make customer service the focus of the company.  It came about as a result of needing to cut expenses to survive. During that time, they decided to cut their marketing expenses and refocus their efforts on trying to get existing customers to purchase again and more frequently, which resulted in developing a better customer experience.

Another surprise about Zappos.com is that their focus on their culture and core values wasn’t fully established until 2005. The focus began when they moved their call center to Las Vegas.  It’s through this move that they realized that their culture was their number one priority, even more than customer service.  They believed if they got their culture right, building their brand around customer service would happen naturally.

The last but not least surprise is that most of Zappos.com’s efforts on customer service and the customer experience actually happen after they’ve made the sale.  Surprise upgrades to overnight shipping, quick fulfillment due to a 24/7 warehouse operations, and call center employees who focus on the personal connection instead of call handle times are examples of how their service goes beyond the sale. Their goal is to create more and more positive emotional associations with their brand through every interaction with the customer.

Get this book.  Whether you are a mom & pop business or a mega business, you will learn how you too can create a company that is fueled by the customer experience for both your internal and external customers.


Norma, The Loyalty Lady,is an innovative Customer Experience Strategist, Business Coach, Blogger and Speaker. She works with small service businesses to help them build an unprecedented customer experience that will drive customer loyalty and retention. Contact her at [email protected] or by phone at (480) 694-6940.




The Loyalty Lady Drives Customer Retention

I’ve been given a few names throughout my career. From “sales pro” to “people person”, these names stuck with me. I am now known as The Loyalty Lady.

This name makes sense because I help small business owners improve customer retention by improving customer engagement.  As The Loyalty Lady, I do that by uncovering opportunities in your business to provide more value to customers and help you build customer relationships resulting in customer retention.

Customer Loyalty is complicated. But to simplify it, I’ve developed a simple equation that describes the components of Customer Loyalty. The equation goes like this:

Magic + Relationships + Value = Customer Loyalty

Magic is about creating an unanticipated, extraordinary experience that customers won’t forget. It brings to mind the experience my son just had in purchasing his Iphone at the Apple Store. First, Apple allowed people to pre-purchase the Phones so that when the pre-purchasers arrived to pick up their phones from the store, they had priority treatment with their own line. Apple also provided those who waited in line food, a drink and an umbrella to shield them from the Arizona Sun in June. It’s those special touches that help develop that loyalty.

Relationships drive customer loyalty as well. When people feel connected to you and your business, loyalty is right behind. People no longer want to be treated like sheople. Customers want to be noticed, appreciated and valued. Building these relationships takes time and are built with each experience a customer has with your business. Look for opportunities to strengthen the relationships with your customers from the first time they do business with you and beyond.

Do you provide Value through your products and services? In an MSN poll, customers were asked “what is your number one customer service expectation?” The top answer was product knowledge (over friendliness and readily available staff). Customers today won’t put up with businesses that don’t support their needs and wants. Given that, we want to be sure that our front liners have the product knowledge they need to provide value to their customers.

Customer retention and loyalty are the keys to your sustained growth. As your Loyalty Lady, I want to share with you innovative ways to drive loyalty and sales. Turn up the magic, build relationships and provide value to your customers and watch what happens. Wishing you all the success you can handle,

The Loyalty Lady

Norma Huibregtse


Norma is an innovative Customer Experience Strategist, Business Coach, Blogger and Speaker. Her goal is to inspire business owners to captivate their customers and turn them into raving fans so that their businesses can experience increased profits and more fun. Contact Norma at (480) 694-6940, by email at [email protected] or visit the website at CaptivatedCustomers.com




Skype for Small Business – Create a More Engaging Customer Experience

Do you Skype for business?  I believe it is one of the most underutilized, low cost communication methods for micro and small business owners to stay connected to their customers, colleagues, potential employees so that they can save TIME and MONEY.
Skype (rhymes with Hype) is a software application that allows users to make voice calls over the Internet. Voice and Video Calls to other users within the Skype service are free, while calls to both traditional landline telephones and mobile phones cost 2.1 cents purchased through a user account system. Skype has also become popular for its additional features which include instant messaging, file transfer, and video conferencing. To use Skype, all you need is a PC or Mac computer, an internet connection (broadband is best), and a webcam to make video calls.
The possibilities are endless for using it for business.  I recently read about a Hair Salon that allows potential clients to Skype during preset hours to answer questions about their service.  Instead of a simple phone call, you can put a face to your business which will help them feel more connected to your business.
One of my clients needed to hire new employees for her business.  I suggested she set up initial interviews on Skype to quickly approve and disqualify candidates for a second interview based on that initial interview to save her time and money.
What about free consultations or follow-up consultations you do with clients.  Better than a phone call, you can use Skype to make this visual contact with your clients or potential clients.
These are just 3 examples of the use of Skype for business.  Check out the Skype case studies and see how you might apply it to your small business.  Oh, and remember to add your Skype Address to your business card!
My Skype address is “captivatedcustomers”.  If you would like a free ½ hour consultation about improving your customer experience to drive more sales, you can Skype me Friday afternoons between 2-4pm Arizona time.  Simply email me to schedule your Skype session at [email protected].

Norma Huibregtse of Captivated Customers

Norma is an innovative Customer Experience Strategist, Business Coach, Blogger and Speaker. Her goal is to inspire business owners to captivate their customers and turn them into raving fans so that their businesses can experience increased profits. Contact Norma at (480) 694-6940 or visit the website http://captivatedcustomers.com.

Captivated Customers on FacebookNorma Huibregtse on LinkedInCaptivated Customers on YouTubeCaptivated Customers FeedNormah1 on Twitter




Customer Retention Builder – Need Customers for Life?

What would our businesses look like if we told our customers that we want to do business with them for life?  Whether you are the owner of a retail establishment or a micro business owner, this customer retention technique can make a difference. The best time to do this is when our customers first do business with us.

As a former cosmetics consultant, I would make it part of the sales process to communicate with my new customers that I not only valued the initial sale, but I let them know that I wanted them to be customers for life.  It made a huge difference in building that customer relationship.

Just think about it for a minute.  Let’s say you went to a coffee shop and the counter person said to you as you were purchasing your coffee: “Thank you for coming in. We want you as a customer for life as long as you’ll have us.”

You might be taken aback by that type of statement but I believe most customers would be flattered to hear it.  It shows your customers that you appreciate their business and you have extended an offer to come back. Combine that with an offer to a new customer for a buy one, get one next time they visit and you might end up with two new customers for life.

To boost customer relationships and customer retention in your business, tell your new customers that you want create a lifelong relationship.  You’ll be glad you did!  And when you do, tell us all about it by leaving a comment below.

We want YOU to be our Customer for Life!  Join the Captivated Customers Club to receive your E-Newsletter, Special Offers, Updates, and FREE Customer Reports:

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Norma Huibregtse of Captivated Customers

Norma is an innovative Customer Experience Strategist, Business Coach, Blogger and Speaker. Her goal is to inspire business owners to captivate their customers and turn them into raving fans so that their businesses can experience increased profits. Contact Norma at (480) 694-6940 or visit the website http://captivatedcustomers.com.

Captivated Customers on FacebookNorma Huibregtse on LinkedInCaptivated Customers on YouTubeCaptivated Customers FeedNormah1 on Twitter




Text Marketing Campaigns that Build Customer Loyalty Part 2

Mobile marketing is exploding. In my last blog post, I wrote about the fact that Text Messaging Campaigns are becoming one of the most powerful, efficient, cost effective marketing tools we have today to build customer loyalty and relationships. I will share some specific examples of how text messaging campaigns have helped companies build customer loyalty and retention and also share tips to help you avoid the pitfalls of text messaging. Let’s begin by looking at three different companies who have successfully utilized this marketing tool.

Couch Tomato Café, a family style restaurant, used text messaging to send out a special 7-day offer just for text subscribers. They tracked the response for this campaign and estimated that they received 70 extra orders which increased sales by $1,050.

Viking Cooking School began a text message marketing program to keep in contact with students, instructors and staff. They use this service to help keep classes filled. One recent text message to students allowed them to fill open class spots. The cost to them was less than $15 dollars and resulted in an additional $632 in revenue.

UAS Properties develops and renovates affordable housing. They use text messaging to manage and collect rent for about 800 units. UAS sends text messages to alert each household that is behind in rent payments and includes a number to call for the subscriber to make an automatic payment. Read the full story for these three examples on Eztexting.com.

As exciting as text message marketing sounds, we need to respect the subscribers who opt into the service. Here are some of the pitfalls facing business owners in using this mobile marketing tool.

1. Sending too many messages to customers causing them to opt out. I was working with a restaurant client who wanted to send a text 4 days out of the week to their list. Big mistake. Too much noise and subscribers will opt out left and right. Let your customers know how often they will receive messages from you and stick to it.

2. Using text message for general announcements. The messages should be a novelty. Your customers want to know that they are a select group and that they will receive special offers that others won’t. Use Facebook and email for general announcements and keep your text message campaign to drive business.

3. Not getting opt-in approval to text message your customers. Just as with email marketing, anti-spam rules require us to get subscriber opt-in. The last thing you want to do is take your database of customer cell phone numbers and blast out a message. Instead, send them an email, post a signup widget on your website, or provide this information at your place of business and invite them to join your text message service. As important as an opt-in, make sure that you have an opt-out message with each text you send. It lets customers know that if they don’t find the service valuable, it is easy to opt-out. Don’t worry. There are more customers on the horizon.

Mobile marketing can help even the smallest business owner communicate more effectively, drive sales, and develop customer loyalty and retention. Don’t wait to get started because the early adopters will win over their competition. Contact me today at (480) 694-6940 if you are interested in customizing a text message campaign for your business.

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Text Marketing Campaigns that Build Customer Loyalty

By · May 20, 2010 · Filed in Customer Loyalty, Text Message Marketing · 1 Comment »
Imagine a day in the life of a 19-year-old student with a cell phone.  She starts her day receiving a text message from Starbucks offering her 15% discount on a Carmel Machiatto because she is one of their loyal customers.  An hour later, she receives a text from her community college that a class was cancelled for the day. Later on, she receives a text from her bank about the status of her personal loan. She’s saved both time and money receiving information that she personally wants to receive through text messaging.


Text Messaging Campaigns are becoming one of the most powerful, efficient, cost effective marketing tools we have today to build customer loyalty and relationships.  By subscribing to a texting service, you can build a marketing campaign to hold contests, offer coupons, and make announcements.  Here are some statistics you should know about mobile marketing:


• 83% percent of adult Americans have cell phones or smart phones according to the Pew Internet and American Life Project
• 99% of mobile phones have text messaging capability according to Qwasi
• About 90% of text messages are READ
• Approximately 40% of major brands are using text messaging campaigns – your customers are used to it!


Think of the benefits text message marketing offers small businesses and mom and pop shops. They can market to customers or potential customers who are interested in creating a relationship with their brand because of the opt-in feature of text messaging. And by providing a call to action in the text (link them to a sales page, drive them to your store, etc) you can track your return on investment.


Here’s how it works. You begin by subscribing to a texting service. If you google “text messaging services”, you will see a number of them.  Some charge set-up fees, some charge per message and some charge per phone number. My favorite is EzTexting (this is the one I use as an affiliate), because of the ease of use, straight-forward pricing and service.  You start by creating a campaign and a corresponding “keyword”. You then email your customers about your offer and ask them to opt in to your message service by texting the keyword to the short code.


Text message marketing requires a strategy.  Do you want to offer the campaign to everyone or do you want to send targeted messages to targeted customers?  For example, if you place an opt-in widget on your website that announces a coupon program, you will create a list of customers who are interested in receiving these specials through text.  Or you could create a campaign for your most loyal customers encouraging them to opt in to receive “secret sale” announcements.


In my next blog post, we will take a look at some specific examples of how text messaging campaigns have helped companies build customer loyalty and retention.  We will also share tips to help you avoid the pitfalls of text messaging.  If you are currently using text messaging campaigns, please share how they have help you grow your business.