Reaching out to customers via email can be a great way to increase sales and spread the word about new promotions. However, despite the useful information that you are trying to get across, customers may not even be opening your emails, let alone reading them.
Here are seven reasons why customers aren’t opening up your emails….
There is not an Engaging Subject Line
The first thing a customer sees when looking at their emails are the subject lines, which is why they are arguably the most important part of any email. They act as a first impression and insight into what the content of the email will be. Using an interesting subject line will encourage customers to click on the email and read more. However, when writing your subject line, make sure it is revolved around the content that is actually in the email. Customers do not like false subject baits and will start to assume all your subject headings are non-transparent and will stop opening emails from your company.
There is no Incentive to Open the Email
Offering an incentive to open an email goes hand-in-hand with an engaging subject line. An effective way to incentivize customers to open your email is to include incentives in the subject heading of the email. This way the first thing the customer sees is, “New products in stock!” or “Extra 15% off Sale Items Through Wednesday” which will entice them to open the email and read further.
Emails are Not Personalized
“Emails with personalized subject lines experience a higher open rate of 26 percent” — Campaign Monitor
Instead of sending a generic email to all customers, target the email towards each specific customer the email is sent to. Include their name in the email, as well as information related to their frequent purchases. For example, if someone always orders a specific item, do not send them an email regarding a completely different item. This will not only drastically increase your open rate, but it will increase the effectiveness, in regard to conversion rate, of your emails as well.
Emails are Timed Poorly
The time and frequency that emails are sent at can greatly impact how many customers are reading your emails. If you are sending emails too frequently, customers may not read your emails out of annoyance. If you aren’t sending emails frequently enough, customers may lose interest. Instead, you must find the middle ground: 2-3 emails a week is recommended.
In addition to frequency, the time that emails are sent plays a big role in reader activity. Consider sending emails at times that aren’t super busy for working people. For instance, send emails in the morning or at night after people are done working.
Emails are not reaching the proper audience
Emails are most likely to be opened by active and engaged customers. Customers who have not purchased from your company in years will be less likely to open your emails and read about new promotions. Instead of purchasing an email list, consider sending emails to people who have recently expressed interest in your services. Email promotions should be focused on quality customers, not quantity of customers you’re sending them to.
Emails are not mobile friendly
Most people primarily check their email on their cell phones. Emails that are not mobile friendly can be a nuisance to view, and customers may not even bother to read them. Make sure that your emails are properly formatted for mobile devices, as well as computers.
Improving your email marketing strategy can help to bring in more loyal customers! Check out our website to learn more about our marketing products!
The emails go to the customer’s spam folder
Some emails from businesses go to spam instead of the customer’s primary inbox. Customers are less likely to view their spam folder, which means that customers may not even know that you sent an email! To solve this issue, make sure that your email is not from “Do not reply.” The “from” line must clearly state your company name, not simply your email address.
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Even the most successful businesses have experienced situations where customers have not been satisfied with the services they have received. Whether their meal was botched in a restaurant, their product was shipped too late, or they were unsatisfied with the items they purchased, customers will be upfront and honest about their concerns. It is crucial to handle these situations strategically in order to mitigate damages and prevent losing future business from that customer, as well as other customers.
Here are five steps in order to turn an unsatisfied customer into a satisfied customer…
Have a good attitude!
Unsatisfied customers may yell or act aggressively while expressing their discontent with the service they have received. Instead of mirroring their body language and attitude, take a deep breath and remain calm. Try to maintain a relaxed and friendly demeanor to avoid further upsetting the customer. One tip that helps in accomplishing this is to look at their complaints as having a positive affect on your company in the sense that your company is improving its abilities by resolving their concerns. The attitude you have going into, and during the conversation, reflects the results of the conversation.
Validate their concerns
While the customer is explaining their concerns, listen actively and make them feel like they are being heard. Reassure the customer that the situation they experienced was not appropriate and does not reflect the intentions of the company. Try using phrases such as…
“It must have been frustrating that…”
“I understand why you are upset…”
“I hear your concerns and…”
These phrases help to validate the customer’s concerns and make them feel as though their complaint is being acknowledged. In addition, make sure to apologize for any inconvenience that this issue has caused. If a customer feels as though you are “on their side,” they may not be as upset if there is nothing you can do to fix their issue.
Find a solution that satisfies both parties
After hearing their concerns, try to find a reasonable solution to appease the customer. Whether it is remaking the order, sending the product in the mail with a waived shipping cost, or redoing the service to their satisfaction, ensure that the customer’s complaints are answered. In addition, if possible try to go above and beyond with the compensation that you are offering. For example: offer a discount or a free service in order to encourage them to use your business again.
Follow up with the customer
After resolving the customer’s issue, make sure to follow up with them via email or phone call to assess if they were satisfied with the service that they received. If you handle an unpleasant situation with a customer well, they may be inclined to recommend your business to a friend!
You handle the complaints in person, we handle them online! Check out our MaxExposure reputation management services and improve your customer service!
Business owners are constantly confronting new challenges and taking on new responsibilities every day. With that being said, it can be difficult to stay on top of everything and stick to a healthy life routine. Here are 5 habits of successful business owners…
Get up Early
This can be a tough adjustment, but getting up early and starting each day off right will drastically improve the effectiveness of the work you do. This does not mean getting up early to do work necessarily, but getting up and eating a good breakfast, or even meditating; whatever works best for you.
Having time in the morning for yourself to improve your mindset for the day and building this into your daily routine will reduce your stress and allow you to feel put together and prepared for any challenges you may be faced with throughout the day.
Business owners need to recognize the value in everything they do. There are hundreds of responsibilities business owners need to perform every day. This mean not only being able to recognize which responsibilities are more important or urgent, but also recognizing the value in every responsibility.
Recognizing value allows business owners to put effort and consideration into everything they do, therefore improving the overall performance of their business.
Knowing how to communicate with not only your employees, but all other stakeholders as well, is essential in providing an effective work environment. Mastering communication is done through constantly communicating with people, including your stakeholders. Consistently communicating each day with your employees and stakeholders will allow you to improve your communication, as well as improve your relationships and the trust between you and your stakeholders.
Business owners need to be open to learning in order to constantly improve their business, as well as teach and challenge their employees. This involves having an open mindset and not allowing the pride of running your own business to diminish the desire to learn and improve. Business owners can constantly learn by collaborating with other businesses in the same industry, reading industry news, and so on.
Although business owners are constantly working, they also need to make time for their life responsibilities as well. The only way a business owner can be happy running their business is if they make time for the important things in their life aside from work. This could even mean meeting up with friends or family for lunch during the week, or setting aside time to go to a movie. Having a schedule and sticking to it, for the most part, is essential in maintaining a work-life balance.
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Marketers play one of the most important roles in operating a successful business today. In recent years, marketing has changed tremendously from tv, radio, and print advertising, to online marketing using websites, social media, and blogging. With this change, the habits successful marketers should be performing has changed slightly as well. Here are the 5 habits of successful marketers today…
Stay updated on industry news
Successful marketers always need to be up-to-date on industry news. Industry news is not only important in terms of keeping marketers up-to-date, but the industry audience as well. Customers love hearing about news in industries that they’re interested in, and hearing about it from your company will make your marketing team look like the experts.
Keeping track of the industry news updates in a document is also extremely beneficial to your marketing team. This allows your marketing team to better evaluate the current industry audience as well as how the industry has changed over the years and how that impacts your marketing tactics today.
Examine changes in industry audience
Industry audiences change all the time. There are always groups of consumers leaving one market to move to another. Successful marketers need to stay on top of these changes to ensure they are marketing to the right people.
One way to do this is looking into your company’s social media followers, who is giving you likes on your posts, who is commenting, and so on. Even collaborating with the sales team on what demographic they are finding the most success with can help tremendously.
Read more about the effectiveness of sales team and marketing team collaboration here!
Consistently update social media skills
Social media sites, especially Instagram, is constantly updating their software and adding more and more capabilities to their story features, image carousels, and so on. These recent updates have been found to be extremely helpful to businesses trying to grow their social media following. Many companies for example have started publishing story highlight reels with “products,” “customer reviews,” “reposts,” and so on.
This allows first-timers on the company’s social media to look back at tons of content your company has published with easy access to exactly what type of content they desire. Marketers need to constantly stay up-to-date with these social media updates in order to utilize the networks as effectively as possible.
Never stop creating content
Successful marketers are always creating content, even if it means they do not publish it all. Creating content every day and having it saved in your files allows you to constantly develop your marketing skills as well as always have backup content to publish when needed. Even if it just means writing down a little thought or idea, those little ideas could be turned into big ideas later on.
Develop your marketing voice
Having a marketing voice that your audience is familiar with and can connect with is extremely important in making a connection with your customers. However, as the industry audience changes, so should your marketing voice. Consistently developing and altering your marketing voice slightly as your audience changes will allow your marketing to develop with the market. The key here is to not change your marketing voice too much however; you always want your audience to be familiar with the voice you project and not scare them off with drastic changes.
Your company’s sales and marketing teams are separate and have separate responsibilities and objectives, however in order to be successful, they must be aligned with each other. The main responsibility of the marketing team is to determine your company’s target market and attract that target market to your company through promotional materials. The main responsibility of the sales team is to take those attracted by the marketing team and turn them into customers, or, in other words, finalize their purchases.
There are three main steps to aligning your sales and marketing teams…
Align Goals and Objectives
The first is aligning the goals and objectives of both the sales team and the marketing team. For example, if the goal is to increase the conversion rate of prospective customers to actual customers, the marketing team will improve the specification of their target market consumers and sales will improve their tactics for selling to consumers to increase their sales stats (ie. sales/day). With both teams aimed at accomplishing the same goal, they will both improve their functions simultaneously and therefore accomplish the goals faster and more effectively.
Communication between the marketing and sales team is essential in any company. With the same goals in mind, both teams need to be aware of the progress each team has made and what that means in terms of the other team’s next steps or reaction. For example, if the marketing team has started promoting the product towards a slightly different market segment, the sales team needs to be aware because they need to alter how they sell the product to the customers. For example, if the marketing team decides to market towards a slightly younger demographic, the sales team would need to alter the type of language they use when speaking with customers and accent on qualities of the product that appeal to the younger demographic.
Collaboration is KEY
Lastly, collaboration is of the utmost importance when aligning the marketing and sales teams in your company. Seeing as both teams are aimed at accomplishing the same goal, the marketing team can be an extremely effective resource for new ideas or tactics for the sales team, and vice versa. Collaboration between teams will not only allow for improved strategy and innovation of ideas, but will also improve the alignment of each team’s individual strategies. Both of these teams are extremely familiar with the market segment they are marketing and selling to as well as their universal goals in marketing and selling to them. This allows both teams to be knowledgeable enough to develop innovative ideas for both teams and improve the overall effectiveness of both teams’ strategies.
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Operating a small business is not something to try to sneak past your customers, but rather something to accent on throughout your marketing strategy. There are so many benefits to purchasing from small businesses as opposed to large businesses. Accenting on the personalized customer service, increased customer value, and high quality products and services your small business offers, will greatly increase the effectiveness of your company’s marketing. Below are three tips in how to effectively market your small business…
Considering that small businesses tend to do less business and therefore generate lower profits than larger businesses, there is less money to be allocated towards the marketing budget. Inbound marketing is extremely helpful in allowing small businesses to compete with larger businesses who can afford to spend more on marketing. TV advertisements, print advertising, and radio ads have become extremely ineffective in recent years as customers are now using social media and music and tv streaming services. Inbound marketing includes blogs, websites, and social media marketing. Inbound marketing revolves around attracting the customer to your business, rather than simply marketing a product or service to them. It’s about creating a need for your customer so they come to you as opposed to the other way around.
If your business needs help with improving its inbound marketing, click here to check out our MaxExposure products on our website!
One of the best parts about working with a small business is that you actually get to know the people you are working with. Instead of being stuck on a customer service number, customers are able to reach out directly to the employee they work with. This improved customer service as compared to large companies gives customers a peace of mind that if they are not satisfied with the service, and so on, they have someone they can contact directly regarding their concerns. If you are operating a small business, make sure your customer service surpasses expectations through employee training and business norms. The better the customer service, the happier the customer.
Satisfying your customers not only ensures they continue purchasing from your business, but that they will recommend your company to their friends and possibly even write you a review online! Customer recommendations and reviews go a long way in marketing your small business. Small businesses are typically not well-known and trusted right off the bat because many people have never used or heard of them before. Through customer satisfaction, reviews, and recommendations, your small business expands its customer base and improves its branding.
Check out our MaxExposure social posting products for your small business by clicking here!
Last but not least, the best part about working with, or for, a small business is that everyone within the company has a stake in how the company performs. Smaller businesses have a smaller amount of employees, so each employee they do have, hold various responsibilities for the company and care about the quality of the service they provide to their customers even more. Hiring a small business to do work for you means getting top notch customer service from skilled people who care about their work and the quality of their work everyday.
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When we think of a brand, the first thing we think of is the brand’s name. But what’s the second thing, third thing, and fourth thing you think of? That’s all part of their branding too! Let’s take Progressive Insurance for instance. One of the first things you think of is the salesperson, Flo, who’s featured in all of their commercials. When you think about LuluLemon, you might think about the reusable logo bags everyone receives after their purchase. Flo from Progressive and LuluLemon’s logo bags are all part of their branding and allow the company to distinguish itself from their competitors.
“Branding is the strategy by which companies differentiate themselves from their competitors. A company’s branding is the unique qualities customers associate with a company.”
Here are some examples of different types of branding companies use…
- Brand name
- Retail store design/layout
- Customer service
- Business processes/in-store operations
- Universal product features
- Market material (campaigns)
The Flying Tiger Copenhagen does an excellent job of branding their company with the design and layout of their retail stores. Unlike most stores which have high shelves above eye level and varying types of product displays, Flying Tiger has an industrial set up in-store with universal display of their products on stands only at and below eye level. This allows customers to experience an open store layout and also directs customers on a maze around all of their products until they loop back around to the register.
This swim brand packages their bathing suits in Chinese food boxes to make it even more enjoyable and exciting when customers receive their products in the mail. They even include a handwritten note from the company to make customers feel even more appreciated and loved by the company. The provides a unique, memorable experience for customers that they will now look forward to each time they order a product from the company.
Hopefully you found some inspiration in the examples of companies that are successfully branding themselves to their customer base, but branding has to be different for every company, seeing as the goal is to differentiate your business. It can be very difficult to come up with a unique strategy for branding your company but it can first be helpful to make a list of words and phrases your company associates with. Once the list is made, brainstorm ways in which you could relay that word or statement to customers and out of that list, you can develop new strategies for branding your company. Branding is a never-ending process. The most successful companies continuously work to improve and develop their branding techniques to consistently impress and excite customers.
If you need help with your company’s branding, give us a call today or visit the products page on our website, maxexpousa.com!
If we think back to the last time we searched Google looking for a restaurant, I think we could probably all agree it sounded something like, “restaurants near me..”. No matter where you are located, Google is going to find you at least 50+ restaurants that apply to your search. I’m sure you know by now, no one ever scrolls to the 50th restaurant that pops up. So how do you get your restaurant to the top of that list?
There’s three aspects your restaurant needs to value in improving your company’s SEO…
1) Customer Reviews and Review Site Profiles
2) Company Website
3) Social Media Engagement
Customer reviews and claiming review site profiles is essential in improving your company’s SEO. The more reviews your company has online on sites like Google, Yelp, Foursquare, and TripAdvisor, the higher Google is going to rank your restaurant, and therefore the more people will see your company’s profile.
Customer Reviews and Claiming Review Site Profiles
It can be difficult to increase the amount of customer reviews your restaurant is receiving, the key to doing so is utilizing your business. What I mean by that is, offer your customers a free coffee or small dessert after their meal if they rate your restaurant online! Customers love free things so they’ll be encouraged to rate you even higher than if they rated you without any incentive! This will greatly increase the amount of customer reviews your company is receiving, bumping up your company on Google search results!
P.S. — Another important thing to keep in mind! 89% of consumers read businesses’ responses to customer reviews! If you need assistance in responding to customer reviews online, click here to check out our MaxExposure Review Response product!
The company website is also essential in improving your restaurant’s SEO! Speaking as a consumer, the three most frustrating things I experience when using a restaurant’s website is not being able to access the full menu, online reservation scheduling that doesn’t work, and when incorrect hours listed.
Keeping your website up-to-date is essential in not only improving your SEO, but increasing the amount of click throughs your website receives when it does show up on a consumer’s search. Having a PDF version of your menu linked to your company website is a great functionality for consumers as they can print off your menu and have it easily accessible on their computer! Online reservation scheduling is not necessary and the times available are hardly ever correct seeing as reservations are constantly changing throughout the day. Customers are willing to call if they want to make a reservation and you’d rather they schedule over a call with you rather than not schedule at all because of incorrect availability online.
Social Media Engagement
Social media engagement is also extremely important in improving and managing your restaurant’s SEO. Not only can this help get the word out more about your restaurant, but it can even provide content for you to publish to your restaurant’s social media accounts as well as your restaurant’s Google profile. Social media engagement is like free marketing for your company. Every time someone tags your restaurant’s location or social media account in their post, they are marketing your restaurant to every single one of their followers, which can be thousands of people.
Making sure to like and comment on posts that your restaurant has been tagged in, or reposting a customer’s image on your company’s social media is a great way to not only market your restaurant, but show your customer that you care about their experience. The more your restaurant is mentioned on social media, the more online engagement your restaurant will receive, and the better your restaurant’s SEO.
Although we all tend to think that retail shopping is soon to disappear entirely, our newest consumer generation, Gen Z, begs to differ. Generation Zers, also known as the “Post-Millennial” generation, still love taking trips to the mall or the nearest outlets. They look at retail shopping as an opportunity for an experience. Millennials and Baby Boomers view retail shopping as a hassle or inefficient as compared to online shopping, leading us to believe brick-and-mortar will soon become obsolete.
So how do we take full advantage of this new change in shopping trends Generation Z is bringing? How do we maximize the amount of customers we can get off their laptops, and into our retail stores? The answer is simple. They want an experience, then that’s what we have to give them. Experiential retail.
No matter what type of company you are operating or who your target market is, there is always opportunity to create an experience when customers visit your business. Let’s say you operate a kids hairdressing salon, you can give your customers an experience by offering fun hairstyles after the haircut. Maybe even offer a little something for the parents as well such as sample packets of hair products or refreshments. If you own a restaurant, offer free bread or free small dessert samples to your customers. This will give them something to remember you for, and something to look forward to next time. It’s all about making their in-store experience more enjoyable and more fun. If they wanted simple, easy, and to-the-point, they’d be ordering online.
The issue of decreased retail shopping over the years has frustrated many businesses and has even forced some to close their doors and sell solely online. This is nothing to be frustrated about. Consumers are more informed in their decision-making than ever before. They are looking up product ingredients before making a purchase, and searching various sites or stores to find the best deal on a product before deciding where to buy it. This is something to admire and take full advantage of. Why should a customer come to your store if the only difference between that and ordering online is the efficiency?
We need to rethink the way we do retail and the goal we wish to accomplish through our retail. Retail used to simply be about maximizing sales and getting more customers to leave with your products. Now it’s all about the before, during, and after of the sale. How does your company present the product to the consumer? What do you offer the customer while they’re shopping to keep them engaged in the experience? How does your company show their appreciation for the customer as they’re leaving?
I’m not meaning to say you have to give customers something to incentivize them to visit your retail business, this can be done through customer service as well. If you offer them exceptional customer service and professional expertise on the product or service, they will make improved purchasing decisions as opposed to if they purchased alone online, and they will therefore visit your store. Building on and further improving your retail experience for customers will not only increase your retail sales, but your customer loyalty, brand differentiation, and overall customer satisfaction as well.
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