Customer Loyalty

How to create a stellar FAQ page

How to create a stellar FAQ page

Your website has a secret weapon. It’s a weapon that if used correctly, could alleviate purchase concerns and build trust, and if used incorrectly will make customers feel like you don’t care about supporting them. Of course, I’m talking about the FAQ page.

Creating a practical, functional FAQ or resources page doesn’t have to be hard. In fact, it really benefits from the old high school adage; K.I.S.S. Keep it simple stupid. So here are my tips for a stellar FAQ or resources page.

The art of writing a fantastic thank you note

The art of writing a fantastic thank you note

Did you know, between 10% - 50% of your business is generated by word of mouth marketing, and 81% of people base purchase decisions on the opinions of friends and family, so it’s definitely something that’s worth focusing on developing, and one way to develop it is to write thank you notes!

There’s another benefit to writing thank you letters, it develops gratitude. I’m sure you’ve heard by now about the importance of gratitude to a healthy, happy mind. Gratitude practices and journal are all over the place these days. Writing a thank you note is another way to develop gratitude. Don’t forget, your customers are the people who are helping you pursue your dream of running your own business. They’re the reason you’re working on something you’re passionate about, and hopefully they’re helping you pay the bills as well.

Why it's important to give back in your business

Why it's important to give back in your business

I’m sure you’ve heard of the expression, “survival of the fittest”, and although this expression specifically comes from the Darwinian theory of evolution, it has also been adopted by the business world. In business, you should look out for number 1 (aka yourself, or at most your bottom line), preferably at the expense of all others.

Turns out, that’s actually not true, human beings are hardwired for giving to others, and our brains tend to default to the “Golden Rule” when making decisions. Naturally, this means the “dog eat dog” approach in business actually isn’t the healthiest, and an approach which includes giving back to others is the better business decision.

Why you should stop delighting your customers (and what to do instead)

Why you should stop delighting your customers (and what to do instead)

You hear a lot in business literature about the crazy customer stories. The Zappos call that went for 12 hours, the Southwest Airlines pilot who didn’t leave until a late passenger was on board, and when Trader Joe’s delivered food to a snowed-in man. They’re amazing stories, they warm your heart, and (to be honest) they make great PR for these companies.

The problem with these stories is that they are a 1 in a 1000 situation. They don’t represent most interactions with customers. This idea of focusing on delight is actually kind of bonkers. Going above and beyond 1 in every 1000 customers is not as good as hitting the mark perfectly on 999 of those same customers, even if it’s not service worthy of a viral article.

Three ways to build customer loyalty

Three ways to build customer loyalty

Building a base of loyal customers is one of the most important tasks a small business should have on their to do list. A small business can’t compete with a large one on price or logistics, but it can knock any large company out of the water by focusing on building customer loyalty