Why Repeat Business Is Not an Accident

**this post was originally featured on ConstantContact.com/blogs**

 

While a customer may find your business by accident, whether or not they return is a conscious decision.

 

These days, when there are so many options to get what we need online or around the corner, what can really inspire customers to come back is you. Or more specifically, it’s the experience customers have when they’re at your place of business.

It doesn’t matter if you’re selling exotic vacations or tax consulting services, if you can create a WOW! experience for the customer, you’ll make an indelible imprint on their memory.

The next time they’re thinking about the products and services you offer, or a friend mentions that they need something you sell, the memory is triggered. This is how first-time customers become repeat customers and your own personal word-of-mouth marketers.

Creating a WOW! Customer Experience

How do you create that wow experience?

It’s easier than you think. It doesn’t need to be a grand gesture and it doesn’t need to cut into your profits. You can create a memorable experience for customers in lots of different ways. Here are some of my favorite examples.

Allegria Spa in Beaver Creek, Colorado is dedicated to providing customers with a personal touch every time they receive a spa service or an email. By focusing on delivering a personalized experience both in person and online, Allegria has a keen understanding of the needs and interests of its customers on an individual basis. This knowledge continues to grow through face-to-face customer interactions and by analyzing email marketing results.

Allegria applies this knowledge to improve the customer’s onsite spa experience and create even more targeted messages and offers that clients look forward to receiving. Not only are Allegria’s response rates double the industry average for salons and spas, their personalized touch and high customer satisfaction ratings have landed them in the pages of Forbes, CNN Travel and Travel & Leisure magazines.

Another great example is the law firm Rains Lucia Stern, PC. The firm’s approach to marketing is all about building strong client relationships. They do this with an integrated marketing approach that includes email, events, and surveys.

The firm’s emails provide helpful information to clients in the form of snippets of articles written by attorneys that link back to the firm’s website. As part of a full engagement marketing cycle that’s designed to continuously improve the client experience, the firm regularly checks in to make sure its content is covering the topics that are of most interest to clients.

Through regular communications and a dedicated feedback loop, the firm is able to attract upwards of 200 attendees at its monthly educational events. Also, by providing clients with an opportunity to share their insight and opinions, Rains Lucia Stern, PC is able to strengthen client relationships and foster positive word-of-mouth while ensuring every event and email that clients receive is engaging and valuable.

There are many other tried-and-true practices that sway customers to choose you over the competition.

 

These include gift-wrapping, complementary wine tastings, or free product assembly. Some smart entrepreneurs even thank their customers by presenting them with an offer that has absolutely nothing to do with their business. For example, customers that spend a certain amount at Urban Elements furniture are presented with a gift certificate for a free massage offered by another local small business.

Getting to Know Your Customers

The key to creating wow experiences is getting to know your customers on a personal level.

Now you may be thinking that you couldn’t possibly get to know every single customer individually. For many small businesses, that’s true. What you can do, however, is focus on engaging your most active customers. It’s the old 80/20 rule where 80 percent of your business comes from 20 percent of your customers.

When you engage your most active customers, they’ll buy more and they’ll buy more often. Not to mention that they’re also more likely to refer business to you.

There are several ways to learn more about your customers without coming across as intrusive.

You can start by recognizing the different types of customers your business most often attracts and creating experiences that reflect their particular needs. For example, an urban kitchen supply store may attract a lot of first-time apartment dwellers. The business owner can engage this audience by making recommendations on products, offering cooking classes, or putting together a “kitchen starter-kit” that includes all of the essentials.

 

Other ways to learn about your customers are to analyze your newsletter content to see which articles and offers are most clicked on, shared and forwarded. You can also take a poll on your Facebook Business page or simply engage in good old-fashioned face-to-face conversation.

Engagement + Wow Experiences = Your Secret Weapon

Small business owners that engage their customers have a huge advantage over chains and big box stores. This is because they’re able to get to know customers on a personal level, which results in better service.

Take advantage of this distinct differentiator and bring it to the next level by creating a wow experience and then personalize it whenever possible. The more personalized the wow experience is, the more memorable it becomes, therefore fueling your repeat and referral engine.

Author:

Christopher Litster

I'm the Senior Vice President, Sales & Marketing. Been around Constant Contact for 9 years and have had an amazing time as we have... 

See the full original article:  http://blogs.constantcontact.com/repeat-business/

Connect with Constant Contact experts at the Unlimited You Weekend April 10- 12, 2015. www.unlimitedactions.com We're thrilled to have Constant Contact as a sponsor. 

Negative vs Positive Thinking

Miracles happen every day and in that split second everything can change. In the darkest periods of my life, I remember calling out to GOD asking for a miracle to change my circumstance. With a face full of tears, knees weak with shame and disappointment, I prayed for a blessing. I wept for a saving grace.  At one point I remember when I prayed to be saved from myself because the way I was heading there was nothing left to destroy but me.

Mentally, physically, emotionally, financially I have been torn. I have been defeated. But eventually when I got tired of what my grandmother calls having my “own personal pity party", I would surface from my hours, weeks and sometimes months of self-inflicted agony and decide to give my life everything I had left. I always rose from the living dead with the "what's the worst that could happen?" fighting spirit and then and only then would I start speaking life back into myself. When I started speaking life back in to my situation GOD would send a Blessing. 

The hardest part is to believe in yourself when you feel there is nothing left to believe in. You have to do the hardest job on the planet and truly believe in yourself and do the work to elevate your circumstances and continue to push for all the things you desire in the mist of your mess. I promise you, there is a blessing in your storm. All you have to do is BELIEVE IT and not the fairytale belief when you sit and wait on the lawd but the Belief that your work is not in vein.

The Belief that your actions will produce favor.

The Belief and Power of Positivity and Action.

Seasons do and will change but are you prepared for what the next season of your life will look like?

A negative mind will NEVER give you a positive life. Change your mind. Change your LIFE. 

About the Author: Monokia Nance is a powerful award winning speaker, author and brand manager, with more than a decade of experience working with some of the top brands in the nation. Her acclaimed strategies are impacting the masses for a lifetime, not just for a moment. Her life's work is to help women (and some 5 star men) to identify and deliver their life’s purpose, dominate their marketplace and create millions. Monokia is not only the CEO of Monokia Brand Management she is the Co-Founder and Executive Director of Heal a Woman to Heal a Nation Inc. 

How to Get to Happy

True Joy

By Valorie Burton

Valorie Burton encourages you to discover what lifts your spirit so you can create happiness every day. Find your own motivations for free at happywomantest.com, which lists 13 triggers Burton explores in her book Happy Women Live Better. Here she outlines a few of the big ones:

Anticipation: Every day I make sure I have something to look forward to. Whether having dinner with a friend or curling up with a good novel, we need to be intentional about creating activities we enjoy. This one habit can instantly boost your happiness.

Service: Do at least one thing daily to brighten someone else's day. This requires you to take the focus off yourself and put the spotlight on another. Whether you volunteer for a nonprofit or stop by to visit that friend who's going through a tough time, help somebody.

Financial savvy: It won't happen overnight, but aim to live on 75 percent (or less) of your income. People who live below their means are happier. And buy experiences instead of things—a vacation, a class to learn something new; it will make you happier than another pair of shoes.

Gratitude: At the end of the day, ask, "What were the three best things about today?" Write them down. Studies show that doing so for just three weeks will improve your mood and strengthen your immune system.

Play: Guys are great at playing basketball, golf and video games. We women need to give ourselves permission to play and be silly. Go outside for a game of catch with the kids or have friends over for a night of charades. Play increases creativity and reduces stress.

Relaxation: This trigger tends to be least used by women who have taken my happiness test. Let go of guilt, stop worrying, and give yourself permission to take a catnap, a break, a vacation! Doing nothing rejuvenates the soul.

Movement: Exercise is a happiness trigger. Just 20 minutes of cardio per day can lift your mood for up to 24 hours, according to research. Make it fun. Take a class, go for a walk with your honey, or turn on your favorite music and dance in the living room.

***Originally published at www.essence.com

3 Habits of Millionaires You Should Adopt

We’ve all seen the lists that come out every year naming the wealthiest people in the world and the country. The billionaires and millionaires, individuals whose net worth are in the millions and billions not the people who simply make millions (yes there is a big difference). People who build wealth tend to be focused. They keep their eyes on the prize and most think big and outside the box. These traits combined with some other key habits are exhibited by millionaires and are the reasons they have and keep their millions.  Here are some concrete habits you should adopt.

Habit #1: Millionaires are frugal.

When people think of the word frugal most go straight to the concept of being miserly, instead of careful with money or not wasteful.  Usually a frugal person is considered to be a cheap person who tries to skimp on everything. However, let’s turn that on its head. Millionaires are some of the most frugal people. You may immediately think, yeah sure they are…that $500,000 car and multi-million dollar home is really frugal. But it’s true, millionaires are frugal. For example, I watched an interview where Warren Buffet, the second wealthiest person in America at a net worth of $58.5 billion, said he’s had the same wallet for twenty years! Twenty years! If anyone can afford a new wallet then Warren Buffet can right. However, it’s not just about the fact that he could afford it. He spends on what he truly enjoys and is frugal about everything else. That’s the true luxury in frugal living (the motto you see blasted on this site). Spend as extravagantly as you want on the things that you love and be frugal with the things that are not as important to you. Sure, millionaires have very expensive items and toys but they made sure to have the income or assets to pay for those toys before they purchased them. No credit used. No debt incurred.

Habit #2: Millionaires keep it slow and steady.

You don’t see millionaires trying “get rich quick schemes.” There are proven methods to build wealth and increase your net worth and they aren’t quick or overnight, with the exclusion of inheritance or winning the lottery. The term is “build wealth” for a reason, you must build it. You will need to use long-term money solutions such as a 401(k) and investments outside of retirement accounts to build wealth. Continuously contribute to retirement accounts to reach your nest egg goal; yes you should know how much you will need, the exact dollar amount. You have to know what the prize is to keep your eyes on it. Investing takes time to see steady gains. The average return on investment in today’s market hovers between 9-10%. I would need to write several articles to explain details about investing, but basically you need to leave the money in the market for years to see such returns. 

Habit #3: Millionaires buy assets not liabilities.

When you get your paycheck and you make a list of the things that you’re going to buy, what is on that list? Is every item a liability, something that you will spend money on that doesn’t make you any money? If yes, then you’re falling into the cycle that many of us do. We use all of our income to purchase liabilities and don’t spend any money on purchasing assets. Assets are things that bring in money without you putting additional money, time and energy. Millionaires work on continually acquiring assets or investments that can bring in money. Create a plan on how and when you’ll purchase more income generating assets.

Pair your determination, focus, and knowledge with these habits so you too can start building wealth and raising your net worth. You can do it. 

About the author: Maria James has a compassion for people that makes her involvement in Heal a Woman to Heal a Nation a sure fit. She is a biomedical scientist who is public health conscience and has always worked for the betterment of others. Maria is the founder of Pocket of Money, LLC which provides tools and tips to help you take control of your money and live your best life.

How to Stay the Course

How can you storm past the obstacles in your path to success? 

Imagine you're running a race on an obstacle course. If you keep your head down and merely jogged you won't have the momentum you need to jump the hurdles (knocking them down won't make you lose points in this race) or scale the walls.

To achieve your ultimate success without being knocked off-course, you'll need two tools:

·        Endurance

·        Destination  

Fuel for the Journey

The best athletes know that rest is as important as practice. In order to knock obstacles out of the way, achieve your goals, and stay the course, take time daily to refuel and recharge. How you feed your mind is just as important as fueling your body. Consider who you're around, what you read and what you listen to as you refuel. We don't want to run our race on empty. Let's build our endurance muscles for those obstacles by feeding our mind and body with the best ingredients and let's educate ourselves on how to best meet our goals.  

Maintain Your Momentum

Although some love moving fast! It's not best to go from 0- 80, however once we build our momentum and get our energy flowing we're able to regulate the ebb and flow. Some hurdles call for a high leap and others a strategic climb, however, all require momentum. Whether the goal is to lose weight, start a business or save money, you have to be consistent. Hurdles will come, like gaining 2 pounds this week or those super cute pair of shoes on sale however working diligently with the finish line in mind (even if it's not in view) will help keep you on track.  

Destination= Vision

We know the finish line is there however, we can't always see it. You already know where you’re going so on the other side of a mountain of debt, is financial freedom. On the other side of that paperwork is a non-profit status so you can serve in a greater way.  You know exactly where you're aiming to be, so let's view the markers along the race letting you know where you are. Writing your goals and having an accountability community is so important. Share your vision, it doesn't mean everyone will agree with you however you can find that partner to help you stay accountable to your ultimate goal. You may have heard, "get an accountability partner" before, however its particular impactful when you're faced with obstacles or stumbling blocks on your path towards success. Make the time, ideally a few minutes each day, visualizing your success. Imagine it! Feel the joy! Truly building out the experience in your mind will help to make it a reality. 

Building your endurance for the journey and keeping the vision of your ultimate success will ensure that you turn mountains into molehills.

How will you build your endurance to overcome your current obstacles? Let us know in the comments below. 

About the author: Sister Mothyna James-Brightful is a self proclaimed “Self Love Revolutionary”. She has spent the last decade empowering women and girls to live authentic lives. Sister Mothyna is the Visionary Director and Co-founder of Heal a Woman to Heal a Nation. Sister Mothyna is co-author of Because I am a Queen...100 Affirmations for Daily Living and is currently working on her forth coming book Engage.Inspire. Prevent. Educating Teens on Sexual Violence. Stay connected www.hwhn.org: Twitter @mothyna

3 Steps to a Powerful Workshop

At HWHN, we've hosted workshops, conferences and retreats for over 10 years. If you're interested in building the capacity of your business or non-profit to serve more people, then hosting live (or online) events is an excellent method.

However, many of us have attended boring or poorly run programs. Hosting a successful workshop or training is a worthwhile way to build your team, develop new skills and effectively impact your community. Here are our top 3 tips for a powerful experience when your group comes together.

1. Start with the End in Mind

Seems like a DUH, right? However, too many of us miss this step. It is crucial to work with your team to envision the end of your program right at the beginning. Work with your team to answer the following questions:

• What are our goals of the workshop? How many people do we want to serve?
• How long of a session will it take to accomplish these goals?
• Who will this workshop benefit?  How will we get our participants to trust our session over a similar one? 
•  Are these the skills, tools and information that’s most important to our participants?
• What is our budget for the workshop?

Once you have the answers to these key questions and your vision is clear, it’s time to solidify the details for a strong foundation.

2. Build an audience

In our live events trainings we share that we are all in the business of the 3Ms. Marketing. Marketing. Marketing. To ensure motivated and engaged participants in your target audience it’s important to provide them with the benefits of working with your team before they ever enter the room. 

The number of attendees should have been determined in step one. So during your marketing and promotions time frame, educate your audience on the benefits of the program. What will they learn, why your staff is capable of educating them on these skills and what other top of mind problems would your session solve. Now, using many mediums to reach your audience is key. Flyers aren’t enough. Social media isn’t enough. Use it all! Email marketing, social media, gorilla marketing, calls, speaking engagements and the whole nine yards. 

3. Create the Experience

Now that your logistics are together and you’ve prepared your participants by allowing them to self-select, it’s time to ensure your time together is a memorable experience. Participants use all their senses to experience an event. Consider this as you plan and execute your workshop session. Consider this: 

 Ask your participants:  survey your participants to see what they want most to prioritize learning, and keep your finger on the pulse of their needs 

Build in breaks: Try not to go over 90 minutes without a break of some kind. Free time, breaks, and socializing help your participants bond and to keep them focused when in the learning environment.  

Also, take into account the space in the room for activities and hands on learning, the materials offered to support the different learning styles and last but not least what signature moment can you organically create to support making the experience memorable for your participants.

Our most important step is to have a great time! Remember to breathe, and spend time getting to know the people who are present in the room – they’re who you’re serving!