“It’s not you it’s me.” You’ve probably heard this phrase a million times in romantic comedies or maybe in your own life, but have you heard that from a client? Probably not. In my experience, you’re more likely to hear “It’s not me, it’s you,” when dealing with a client or customer breakup.
I’ll never forget the feeling I had when I lost my first client. I was 24 years old, new to the inbound marketing game, and it hit me like a brick wall. I was blindsided, which meant my boss was blindsided, and I felt like I let the whole company down. I’ll never forget the feeling -- but I’ll also never forget the lesson I learned.
“I’m rubber and you're glue, whatever you say bounces off me and sticks to you.” “Sticks and stones may break my bones but words will never hurt me.” Growing up we are taught not to care what other people say about us with old adages like these. These sayings are great for boosting the confidence of a child, but they do little for boosting your business. Sticks and stones may break your bones, but words... may actually hurt your sales. Enter customer reviews.
Did you know, your current customers are the quickest way for you capture new customers? This week on The IMPACT Show, Bob and Nick took to Facebook Live to share our tips for turning your customers into even more, and also talk INBOUND17, agile marketing, and how you can get a free IMPACT Show t-shirt!
Customer service is arguably the most important thing for your business to get right. Great customer service can overcome poor marketing, but it's incredibly difficult (and expensive) to replace poor customer service with even the most exceptional, "delightful" marketing. Inbound marketing is customer-focused and inherently aids customer service, but that doesn't mean companies who use it can't still be guilty of bad service experiences.
Our friends at Digital Marketer have a belief: marketing isn't about just building awareness, it's about creating raving fans. These are people who love everything about your brand and are, above all else, loyal to it. They are the ones who would score a 15 on a scale of 1-10 on happiness and want to spread the word about you. The goal of customer loyalty and happiness for marketers isn't just to stop churn and increase lifetime value, it's to create amazing experiences that produce brand advocates.
Is anyone else out there thinking, “Geez, I really need to up my game?” “Inbound marketing is not a new thing, what I’ve done before is still working well but we need to grow...what’s next?” Our team is constantly asking these questions and thinking how we can keep our clients ahead of the curve. If you’ve had the same thing on your mind, I’ve got a treat for you today.
What is the secret to happiness? Money? Friends? People of all backgrounds have been struggling with the answer to this question for centuries, and for almost as long, marketing leaders have been pondering the secret to customer happiness. Unfortunately, most are still stumped.