The awareness phase of the Buyer’s Journey is sometimes called the inspiration. In this phase, the prospective customer recognizes that they have a need or desire. In this phase, you want your prospective customer to become aware of your company and product. In this phase,...
[caption id="attachment_8884" align="alignright" width="300"] Buyer's Journey[/caption] With this article, I begin a series on understanding the Buyer’s Journey. Sometime this is called the Buying Cycle. It is important to understand the Buyer’s Journey so that you can provide the right information at the right time and...
[caption id="attachment_8859" align="alignright" width="233"] January 2018 Cover[/caption] Please take a look at an article I wrote that was just published in the January edition of the Rhode Island Small Business Journal print and online versions (www.RISBJ.com). In it, I describe five steps to provide good service...
[caption id="attachment_8773" align="alignright" width="300"] Customer Info Capture[/caption] This article stresses the importance of capturing key customer information. This is a point I make all the time. I believe for most small businesses, the use of a Customer Relationship Management (CRM) system is critically important. This is...
An article I wrote was just published in the October edition of the Rhode Island Small Business Journal print and online versions (www.RISBJ.com). In it, I describe six steps small businesses can take to improve their customer’s experience. Everybody knows that the experience a customer has...
This is a very good article on do’s and don’ts to maximize your small business profitability from the upcoming holiday season. Ideas include maintaining your service level and advice on when and how much to discount. See the full article at https://smallbiztrends.com/2017/11/small-business-holiday-season-mistakes.html The holidays aren’t too far away, but they...
Here is an article that is really about differentiating your product or service. In this way, you can charge more because you are providing more value to the customer. I often recommend providing a great customer experience for those in retail or services, but it...
[caption id="attachment_8660" align="alignright" width="234"] Satisfaction With Contractors[/caption] An article I wrote was just published in the September edition of the Rhode Island Small Business Journal print and online versions (www.RISBJ.com). In it, I describe the most important action that contractors can take to have satisfied customers. I...
[caption id="attachment_8648" align="alignright" width="300"] Improving the Customer Experience[/caption] A great article about Best Buy and how it has adapted to the competition by creating a great customer experience. I have over 20 posts on improving the customer experience just this year. It is really important for...
[caption id="attachment_8614" align="alignright" width="300"] Niche Marketing[/caption] This article discusses how the retail landscape has changed over the last 30 years. However, it points out that margins have increased and that many small businesses are thriving by providing a better customer experience, a niche product or serving...
