Tag: Goals

Setting Goals with Your Client Retention

As small business owners, we are always focused on building relationships with people in hopes that those connections will convert into paying clients at some point. What many of us fail to do, however, is to create a plan and be intentional about nurturing our current client relationships. We all know that it costs less money to retain a current client than to onboard a new one and yet, we struggle to build a client retention plan or process into our yearly task list. If you look at client retention during goal setting, you can become specific about how you will love on your clients and can then calendar out those goals to ensure that client appreciation doesn’t fall through the cracks.

Building Trust & Loyalty

There are some obvious things that every business must do in order to build trust and earn loyalty from their clients. The first step in client retention is ensuring your current processes are already set up to make your clients happy.

  • Communication – Each client will prefer a different level of communication. Have a conversation during the onboarding process about how the customer prefers to communicate and how much communication they think they’ll need. This will help ensure you are meeting those targets and generating satisfaction in the exchange.
  • Keep Your Promises – Be realistic and honest about expectations regarding cost, timeline and delivery. Set expectations early and don’t change things unless you have to and you have properly communicated those changes in advance.
  • Check-Ins – Assumptions are counterproductive to a successful business. Schedule regular check-ins with your clients to discuss what is (and isn’t) working, adapt what you can, and really listen to their pain points and challenges. A good team member wants everyone to be successful!

Client Appreciation

Client Appreciation is the process of doing something on a regular basis (monthly, quarterly, or annually) to give back to your clients or show them how much they are appreciated. It can be as simple as a monthly call just to check on them and see how they are doing (and how you can be of service) but remember: no sales on client appreciation calls! Handwritten letters or cards work great as well.

Some companies give holiday gifts or send their clients tickets to events or host events throughout the year to love on their clients in person. What you do is less important than making it a priority to do something for your clients on a regular basis.

Types of Client Retention Goals

It probably wasn’t difficult to convince you that creating client retention goals would have a beneficial turnaround for your business. Where does a small business owner start? Well, anything you do that improves the customer experience is worth doing. Here is a list of ideas to inspire you or jumpstart your brainstorming process.

  1. Create an onboarding program for new clients.
  2. Schedule regular client appreciation touches.
  3. Have a plan for getting regular feedback from clients.
  4. Create a customer loyalty program.
  5. Develop a social responsibility program to give your customers a way to make an even bigger impact.
  6. Invest in better customer service tools and processes.
  7. Improve processes to make things more convenient and easier to use.
  8. Highlight your clients on your social media marketing channels.
  9. Collaborate with your clients on an event, project, or social giveback initiative.
  10. Make it a point to talk about and recommend your clients often.

We can’t wait to see what you come up with this year to really champion your clients and nurture those ever-important relationships!

Be sure to Follow us and Let’s Engage!

Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedInFacebookTwitterBlogGoogle+YouTubePinterestInstagram, and the tools to manage them.

Click here for Social Media TrainingSpeaking and Strategy Consultations.

Setting Goals with Your Marketing

It’s a new year and that means you have a brand new chance to make an impact with your small business! You’ve gone through another year of trial and error with an even better idea of what does, and doesn’t work, when it comes to marketing your business. Now it’s time to take that information and create a plan for going even bigger this year!

First, let’s start with identifying your marketing goals.

Types of Marketing Goals

What sort of goals should you be aiming for with your marketing this year? The truth is always that this will vary based on loads of factors including type of business, industry, location, audience, and more. However, there are some tried and true recommendations for marketing goals that you can start with.

  • Online vs Offline – What percentage of the time will you dedicate to marketing yourself online? What percentage of time will you market yourself offline, such as events, networking, trade shows, speaking, and business functions?
  • Target Audience – Do you know your target audience and ideal client? If not, it’s time to figure that out. If you do, will that stay the same this year? What goals can you set to connect more with your audience?
  • SEO – What goals can you jot down that will help you be FOUND online?
  • Conversion – If you are at all interested in growing your business online, what conversion tools and goals will you set this year? (This could include websites, landing pages, social ads, or online courses.)
  • Authority – What goals will you set to increase your credibility and authority this year? Will you collect more online reviews and testimonials? Will you create original content? Will you pitch to be a guest on other blogs, podcasts, or videos?
  • Social Media Marketing – Last, but never least, what’s your goals for building your social media presence and audience?

Setting Your Goals with S.M.A.R.T. Way

Too often do I see small business owners setting goals based on what they wished would happen with no thought or data to back up whether or not their goals are even plausible. The S.M.A.R.T goals method ensures that you are selecting goals that are well thought out and built for you to be successful.

Specific – Your goals are not dreams. They need to be specific so you know what you are aiming for and can create a step-by-step for achieving it.

Measurable – If you can’t quantify the goal, how will you know whether or not you achieved it. A goal should be measurable. Once achieved, you should be able to prove that you’ve completed it so you can move on to something bigger and better.

Achievable – Goal setting only works if you are actually able to achieve the goals you have set for yourself. Becoming a million-dollar business is an admirable goal but if you don’t even have clients yet, aiming for something lower that you can build on is a better plan.

Relevant – Does your goal relate to what you are trying to build this year? Can you tie the goal into a specific result you are targeting by year-end. Why is this goal relevant to where your business is at and going this year?

This should give you plenty to think about so that you can create a marketing strategy for 2020 that works for your business.

Be sure to Follow us and Let’s Engage!

Hollie Clere of The Social Media Advisor is a “#BeAwesome” Developer, Social Media, Brand Builder, Content Manager, Trainer and Author in LinkedInFacebookTwitterBlogGoogle+YouTubePinterestInstagram, and the tools to manage them.

Click here for Social Media TrainingSpeaking and Strategy Consultations.

Making social media work for you in 2014

We are looking for your input on social media experiences. The last quarter of the year is upon us and many of us struggle with those end of year tasks: closing out projects, documentation for taxes and building goals and budgets for the New Year. One of our year end projects is to enhance options for our clients and connections based off of their needs. We are looking for your feedback about social media experiences so that we can provide articles, tactics and tips that will help you with your social media marketing efforts.

We would love your feedback on the any of following questions so that we can gauge what blog topics would help you most in 2014:

• What are some of the struggles you have had with marketing on Facebook?
• What are some of the questions you have had when you think of marketing on Twitter?
• Do you and/or your staff members have less than 500 connections on LinkedIn?
• Is closing business or prospecting for new clients on LinkedIn still a mystery?
• Have you considered adding video marketing to your social media strategy?
• How long has it been since your social and website SEO/keywords have been updated?
• Would you like to learn about using Pinterest to promote your business?
• What are some of the frustrations/questions you have had with Google+?
• Have you or do you use HootSuite and what are the things you like/don’t like about it?
• Are you posting status updates more than once each week in the social spaces?

***As a gift for you in return,
 
 We are offering you a free social media consultation. This is a $395 value, but we are giving it away free until 12/26/2013 in celebration of our 10th year in business. Please take a moment to answer our questions above, and take advantage of our free social media review before the end of the year.

Thank you for your assistance! Looking forward to learning more about you in 2014!

~ Social Media is changing the way people do business.  Don’t get left behind ~ 

Hollie Clere, of The Social Media Advisor is a social media manager, trainer and author in LinkedIn, Facebook, Twitter, Blog, Google+ , Pinterest and the tools to manage them. Click here for her Social Media Links

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Be aware of who is presenting information about your company online

Buyer beware translates into owners beware in social media. Hiring someone to fill the shoes of your social media manager can make since in regard to time, but unless the individual is personally invested in your company goals, priorities and vision, you will need to invest in a lot of clean up later on.

Management consists of the following items:

• maintain branding
• management of profiles
• response and management of direct messages
• management and increase of followers
• management of product release campaigns
• active viewer response & interaction
• effectively enhancing SEO, SMO (keyword optimization)
• correctly creating profiles to maximize visibility on social media sites
• reporting traffic, communication and hits effectively

If you aren’t getting these things from your social media support team, then you aren’t correctly using your profiles or getting ROI on your time or investment.

These service can be outsourced or handled internally, but you need to have a clearly defined scope of work and milestone meetings to constantly revise or add to your marketing plan. Your social media solution should ebb & flow with times and market changes.

Contact us today to see how we can help you achieve these goals.

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