Providing a great customer experience

Focusing on a great experience can have a profound impact on your business. It doesn’t come easy, but offering a great customer experience begins with putting the customer first. In this post, we look at some of the things you can do to provide your customers a great experience.

Always Be Respectful

Providing excellent customer service often means dealing with customer emotions. That’s why it’s important to ensure that all employees deal with customers courteously and with the utmost respect. In customer service, the general rule is that the customer is always right – even if they are wrong. Correcting a customer politely and calmly is always the best approach. It is extremely important that employees do not let their own emotions affect their interaction with clients. The goal is to see a customer walk away completely satisfied.

Be Responsive

The worst experience a customer can have is an interaction with a non-responsive employee. Customers dealing with an issue, trying to get help or searching for an answer must be met with an employee that responds quickly and appropriately. Sometimes, employees do not have the answer or cannot help the customer with a particular issue. In these cases, it’s best for the employee to immediately indicate they will look into the issue. A sympathetic response is always better than no response, which may leave the customer feeling ignored.

Train Staff Properly

Your employees are usually the first people that interact with customers. For this reason, it’s vital that all staff members are trained to provide excellent customer service. Employees must understand how to talk with customers, offering guidance and help while working to solve any problems or questions the customer has. Proper training empowers employees with the skills and tools they will need to provide a great customer experience.

Listen to Customers

Employees are usually busy completing tasks and may not always listen to customers. Listening is an easy and vital part of providing great service to customers. It is important for employees to be fully present and attentive when interacting with customers. Listening to a customer means hearing everything that a customer speaks out loud, however, it also means watching for non-verbal communications, such as posture and facial expressions.

Get Customer Feedback

Understanding customers’ opinions, thoughts, feelings, preferences and needs is one of the best ways a business can improve when seeking to offer a great customer experience. Setting up a place for feedback on a company website is a good way to generate information from customers. This allows them to rate and discuss their thoughts and opinions on the products and services offered and their impression of the business as a whole. Surveys and questionnaires are also good options for generating customer feedback. It is also great to ask customers for feedback face-to-face as when possible.

Make Use of the Feedback

Collecting feedback from customers is a great first step. The next step, is for the business to utilize that feedback. Management should regularly review customer feedback and adjust products and services accordingly to offer customers the best possible experience. Making these changes will also let customers know that their thoughts and opinions have been heard. Knowing that what they say matters to a business will undoubtedly build up a business’ repeat customer pool and draw in more customers.

Excellent customer service impacts not only current or regular customers. Surveys conducted recently indicate that nearly 70% of customers react to a bad experience by sharing it on a social network. The present age of technology means that customer reactions to experiences with a business – specifically bad experiences – can spread to thousands of potential customers.

How branding colors influence purchasing decision

The use of colors in branding can have a profound impact on a client’s purchasing behavior. Some studies have show that people’s judgment about a product or service can be 60%-90% influenced by color alone. Colors can elicit different emotions and reactions, as well as a memorable impression. Whether you are painting your offices, designing your marketing materials, or creating a logo, here is what you need to know before choosing a color. 

Blue

Blue is a widely used color in logo design. It stands for being dependable, trustworthy, and fiscally responsible. Big brands like Facebook, AT&T as well as Walmart, all use blue. This color is also used by most police stations, to build trust with the public. Several industries use this color hue including finance, lifestyle, and tech spaces. When used by brands, consumers generally feel safe and in responsible hands. It’s no surprise that tech companies like Facebook and Twitter have chosen blue as their brand color. 

Yellow

Yellow is a very optimistic color. Since it is generally perceived as being bright, it has the ability to grab a consumer’s attention even from afar. That’s why McDonalds and Denny’s have used yellow in the design of their logos in a bid to attract hungry travelers. Yellow can also invoke feelings of happiness or excitement.

Orange

Orange is considered a friendly color. It is used by numerous brands including Nike, Nickelodeon, as well as Hermes. Bright bold orange is mainly used by stores to promote value such as Payless and Home Depot, which communicate affordability. According to branding experts, a subtle shade of orange represents an appeal to the upscale market.

Purple

If you want to portray your brand as imaginative, creative, or wise, then purple is the way to go. It can also be used as an emotional or soothing color. This is the reason why Hallmark used it when creating their primary logo, as well as branding their more than 40,000 stores worldwide.

Red

Red is used by some of the biggest brands in the world. Companies such as Coca Cola and Keller Williams use red as their primary color. It expresses passion and excitement. Red is usually used in combination with softer colors like yellow or white to add a sense of excitement. Tech companies like Netflix and YouTube, pair red with black to signal a modern-bold feel.

White

When white is used in marketing materials or logo design, it can convey a sense of transparency. White can also convey quiet and pure. Company’s such as Apple use white in their products to communicate a sense of simple and pure design.

Black

Black is often used in luxury marketing material and branding. That is why it is the preferred option for stretch limousines and glamorous evening wear. If you want to convey sophistication, drama, and a sense of status, then this is the color for the occasion. The primary brand color of Uber is black.

Everyone’s perception and preferences differ, making color selection more of an art than a science. Shades, hues and tints can also play into perceptions as well. So before finalizing your brand colors, make sure to do a bit of research and testing. The right colors can create a huge impact in the way potential clients perceive your brand. 

Developing a social media strategy

Social media platforms can be a powerful resource for businesses when utilized properly. As part of your social media strategy, it’s important to understand the strengths of each network and how to invest in the right networks to help grow your business. A focused social media presence ensures that you can produce great content and respond to comments on time. Every business should start with the basics – a well designed logo for your profile image, and branding for the customizable part of each profile page.

The right content for the right platform

If you want to run a successful social media campaign for your business, you first need to understand each platform, the nature of your audience, and how you can use the platform for business. Today every business is competing for the same market. Therefore, the more time you spend optimizing your content for a particular platform, the higher your chances of success. To really ensure your content will stand out, focus on headlines the are attention grabbing while using bright and unique images.

Social media strategy

Often, businesses will send traffic from their website to their social media accounts with clickable icons for each platform. But, if you are properly using your social media accounts, they should be sending traffic to your website. Not the other way around. Your website is the center of your marketing efforts, so why send traffic away? This is why it is important to know how social media fits into your overall business strategy. Grow your audience on each network and develop a flow from your social media channels to your website. This will help increase the number of qualified leads that come in from your website.

Timely sharing

In order to achieve maximum engagement, you will want to make sure that your content reaches as many people as possible. Consistency is the key. You will want to come up with a post schedule that ensures your content is posted during specifics times during the day. Different social media networks have different peak times. There is a lot of information on what post times are best, but in reality, it depends on your audience and post frequency. Test different days and times to figure out what works best for your audience. You can also make use of tools such as Facebook Insights or Twitter Analytics to get better insight. 

Sharing on the right platform

There are numerous social media platforms coming up every other day, all jostling for your attention. What you should remember is that different social media platforms cater to different audiences and purposes. Therefore, the first step is identifying and familiarizing yourself with the platform used by the target audience. Pay more attention to those platforms that are likely to give you higher levels of engagement.

Join the conversation

Posting or sharing your content on social media is one thing. However, you need to show your presence in order to engage with potential clients. You can participate in Google Hangouts or Twitter chats on issues relating to your business. Don’t just jump in trying to sell. Actively participate and contribute to conversations on each platform. As long as you belong to the community and have an understanding of the community, you will be able to reach potential clients naturally. 

Bottom line

Any of the above listed efforts will take time before you can get established on social media. If you don’t have the funds, but you have time, you can handle the work yourself. However, if time is not on your side, you can simply hire a professional, to handle the work on your behalf. 

Creating brand identity

The term “brand identity” means different things to different people. Just ask a few business owners what they think brand identity is. You will certainly get ten different answers. A brand identity and a brand image are two completely different ideas. Creating brand identity is about how your company wishes to be perceived, while your brand image is how your company is actually perceived by customers and other businesses. We all know that perception is the only reality, so if your brand image does not conform to your brand identity, you could be in a lot of hot water.

If you view your brand identity and brand image as promises that you make to your customers, then you will realize that if you fail or falter in communicating your promises and fulfilling them, you will have to take responsibility for the failure and correct it immediately. For example, if you bake cupcakes and advertise them as being the best in town but your customers cannot say the same thing about your cupcakes, then there is a huge disconnect. Additionally, there’s the threat of competition. Regardless of your views about your own product, if you don’t convey the right message to your customers, your competitors will find the road wide and narrow to snatch away your customers.

Developing and delivering a powerful brand identity can make or break your business. Creating brand identity is not just about logos and websites; it encompasses every message, every piece of communication, and each experience every customer encounters. Delivering a consistent image, message, and experience to each and every person who comes in contact with your company is key.

So how do you go about improving or creating brand identity? Start from the inside.

Assess Your Business from Within

First, you’ll want to analyze what makes your brand unique from all the others that are supply the same product or service in the industry. This is critical because by doing this you are able to separate you’re business from the rest and show the clients that you are different. Employees, systems, and procedures are the principal business structures that should also be evaluated. Ensure that at all times these structures are understood, particularly by your employees, and represent your message and guarantee to your customers. Make sure that your employees convey your message and promise through those structures.

Dominate Your Field

Stake your claim and keep your business on the up and up. Track trends and stay on top of your changing marketplace. Stay updated on all media and social networking outlets, and never feel afraid to market to new or different customers you may have skipped in the past.

Improve or Create Your Visual Image

Website, logo and business cards are marketing materials that may come in contact with your client, so ensure that these items are reliable and consistent. Your business stability is communicated by reliability and continuity. Finding the correct brand style or voice is important because it gives your company a unique sense of identity and personification that is usually quite appealing to the customers.

Put Your Target Market to Work

Identifying your target market is a must so that your business will continue to prevail in your field. If you keep your eyes on this market, you will satisfy your customers’ needs and desires through the products and services of your company. Keep your customers pleased with your products and services. Those same customers will happily say good things about your company to others.

Keep Evolving

Just like all things, businesses and markets evolve over time. It is important that you consistently stay in touch with the market trends and changes. This is because the identity of the company has got to change and grow as the markets and customers change. This ensures that you remain relevant in your field and also show the customers that you listen to them.

By pinpointing those areas in your business that need reinforcement or strengthening, you are, in effect, sharpening your ability to forge a strong brand and message about your company. Don’t just stop at dissatisfaction – do something to improve your brand identity.

Start conducting better team meetings

Team meetings help us collaborate and drive innovation, but only as long as they are run effectively. We have all been in meetings that seem to go on and on while team members start to check out. It’s estimated that up to 31 hours a month get wasted in unproductive meetings. But, with some dedicated effort, unproductive meetings can be substantially reduced. Here are a few simple ways to hold better team meetings.

Go in with a plan

Borderline obvious, your team meetings should have a plan, outline, or schedule that defines the meeting’s purpose. Even a basic plan will do. Ideally, you want to get through the plan and save meeting derailers for after the meeting. This is when you can meet with individuals one-on-one to further discuss unexpected details.

Foster interactions and involvement

Getting the most out of team meetings means getting everyone involved. Start by asking questions and get feedback about what’s being discussed. Show genuine appreciation and acknowledge team wins. When everyone is involved in a meeting, people are generally more engaged and positive.

Consider fun and food

Sometimes meetings will just need to be long. If that’s the case, consider building in breaks where team members can grab food and walk around. This gives everyone a chance to recharge the batteries and spend some time socializing off-topic. Some companies use additional time before or after the meeting for a fun ritual to keep things positive.

Keep it timely

Meetings that start and end at a clearly defined time allow team members to allocate their day better. Team meetings should generally be less than an hour. Being well prepared will help cut down excess time wasted due to unexpected mishaps.

Create actionable items

The end of team meetings are a great time to go over any next steps or action items. This is a quick way to recap responsibilities and uncover anything that might have been missed. It also creates accountability for what was discussed.

Getting started with email marketing

Emails serve as one of the most widely used ways people communicate worldwide. As a result, companies organize email marketing campaigns to stay in touch with their clients and promote their products and services. Email campaigns, when used wisely, can boost your online reputation, website traffic, and sales. But, there are certain best practices to follow when building out your email marketing strategy.

Start with your list

Building an email list should be the first thing you do before anything else. Even with great content and no email list, it’s all in vain. You can start by using a CRM to send emails out to your list. Companies like MailChimp offer free plans to start, and paid plans as you grow. You will want to add email collection forms to your website to start growing your list. If you meet with prospects or clients in person, ask for them to add their email when you are collecting their information. The email list will help you identify clients who you can send offers to frequently and those who are interested in your products or services. When you have an email list, you are able to get people back to your website on a regular basis. Every time you publish a new post or add products, you can notify your list, increasing your repeat traffic.

Stick to a schedule

A schedule will help you stay on track and allow you to get the most out of your email marketing efforts. If your clients start to expect emails once in a month, then keep it that way. Most experts agree that one email per month is sufficient when starting out.



Personalize your emails

It’s best if you can address your email subscribers by their first name in your emails. A personalized email is more likely to be read than a general one. Personalization will help you to develop and nurture relationships with your clients. They, in turn, will feel that you are prepared to give them their due attention.

Write a compelling subject line

Your subscribers will look at your subject line and instantly decide whether they want to open and read your email. Hence, you should come up with a subject line that will compel them to open your email. Usually, a short descriptive subject lines work best.


Send relevant content

Supply relevant content to your subscribers. You can provide articles, tips, product reviews and industry related news. The key is to focus on messaging that will help you connect with your audience. The effectiveness of an email campaign also depends on how well the content is organized. The message you intend to communicate should be placed on the top as not all of your subscribers will read the entire email.

Avoid spam filters

Sending unsolicited marketing emails to users is known as spamming. Many Internet Service Providers are very strict about spam control. They will scrutinize every single commercial mail that’s sent to users. You can test your campaign for spam like terms, such as ”free”, “save”, “discount” and so on. Mailchimp has great write-up on avoiding spam filters if you are unsure. As per the CAN-SPAM Act, you need to add your contact details in your emails. This includes a registered postal address, a functioning telephone, contact information, and an unsubscribe mechanism. Not only will you keep your emails out of spam filter, but you will also boost your credibility in the eyes of your clients and those interested can get in touch with you.


Test your campaign

Testing is an important part of your email marketing efforts. You will want to test your campaign thoroughly before you send it to anyone. Send a quick email to yourself before sending it to your whole audience. In doing so, you can make sure that it looks the same on web-based email services and email clients.

How important is design?

Design has had a powerful impact on everything from products to websites during the last couple of decades. Going beyond what can be seen, design can be thought of as an additional communication medium. It allows perceptions to be shaped without saying a word. Great design is as simple as it is intuitive. But, what exactly is the impact of design in business?

Why Design Matters

According to Adobe, companies that focus on design have outperformed the S&P Index by 219% during the last 10 years. This means that businesses big and small can reap the same benefits by putting design first. But, these benefits will only be apparent if companies fully commit to this approach. With design emerging as a competitive advantage, businesses that lead with design are already seeing the rewards. Walk into any Target location and this design first approach is clear. Target can get away with charging more for products because of their emphasis on design.

Design creates an identity

A company’s design aesthetic is as important as it’s customer service. From the choice of colors, to the use of imagery, every element comes together to form the foundation of a company’s brand. This identity allows businesses to attract the right customers and communicate a lot about the company before a single transaction takes place. When done right, businesses can rely on their branding to help attract new customers.

Web Design

As more people turn to the web, designing a great web experience has become the central focus for many companies today. Companies need to build fluid and visually appealing websites that work well on everything from desktops to mobile phones. Design engages visitors, increasing traffic and keeping visitors on site longer. Each element on a well-designed website should have a purpose and drive visitors to take action.

Large and small companies alike are already proving that design matters today more than ever. Companies that are able to incorporate design first ideology will have the greatest competitive advantage in the digital age.

3 Powerful Ways to Elevate Your Brand

Your brand is a vital part of your business, allowing you to leave the right impression with clients. Even the subtle nuances of your brand can communicate a lot about your company. With branding having such a powerful impact on client behavior, it’s important continually build your brand and invest in its growth. Here are 3 powerful ways to elevate your brand.

Create an Experience

Every interaction with a client is a chance to leave a positive impression and create a memorable experience. A little bit of time can go a long way when crafting your client’s experience with your brand. Companies like Apple have perfected their brand experience by carefully examining every interaction. This is evident from the second you visit an Apple store, all the way through opening up a new Apple product. Creating your brand’s experience starts with viewing your brand through your client’s eyes. What is your client’s first interaction with your brand like? Your brand’s experience should be consistent every time and true to your brand’s values. If you are able to create a great experience for your clients, they won’t just mention your brand, they will become brand advocates.

Be Consistent

Brand consistency not only makes you look professional, it also helps you stand out to clients. This means the same colors, imagery, and logo, no matter if it’s online or print. Clients should be able to easily recognize your brand even if it’s a quick glance. Studies have show people default to brands they easily recognize (while all other things are equal). This is why big brands like Coca-Cola keep consistent design elements from their bottle to their social media. But, consistency goes beyond just design. Brand consistency also should extend out to all elements that represent your brand. When a client calls versus when they visit you in person, do they get the same level of customer service? Consistency helps shape perceptions and protects your brand.

Stay True to Your Brand

Clients can easily connect with brands that are authentic, open, and true to their values. Nothing is worse than deceiving clients by straying away from your brand’s core values. Clients not only appreciate honesty, they expect it. Today, people want to deal with brands that make authenticity their priority. This transparency creates a strong trust between you and your audience. Strive to tell your company’s real story, and bake values into your brand that will guide the future actions of your company. If you sell products, be true to why the product was created and who it is for. Authenticity communicates to clients what you brand is and isn’t willing to do. Let your values resonate with your clients, and they will keep coming back to you.

Focusing on your brand’s experience, consistency, and authenticity, will easily help elevate your company’s brand. Start small and build on top of the progress you make. The more you invest into these principals, the more valuable your brand will be to your clients.

5 Ways to Get More Leads

Everyone wants more leads! But, it can be hard to get the phone ringing without a lead generation plan in place. We’ve outlined 5 strategies you can put into place today to get more leads and increase your reach.

Blogging

You are an expert in what you do. So why not share some of your expertise on your blog? When search engines like Google index your site, they are able to pick up on the keywords in your blog posts. This helps you get found for specific keywords that are related to your industry. This is the basis of modern Search Engine Optimization (SEO). The more blog posts you write, the more value your audience will attribute to your site. Who doesn’t want to keep going back to a site that provides them with real value? As your site establishes authority, you will see more and more people filling out the lead capture forms on your pages.

Videos with email capture

Creating video is a great way to show your industry knowledge and expertise. But, most of us let visitors off the hook after they are done viewing a video. Wistia is a video hosting site that allows you to embed your videos directly on your site with a lead capture form built into the player. Offering free and paid plans, it’s easy to get setup in a matter of minutes. If visitors are viewing your videos, they are more likely to enter their information in your lead form. Wistia also integrates with a majority of the CRM’s as well.

Email marketing

Every time you capture a lead’s information, you will want to add their info to either a content management system or email marketing service. Make sure you have their consent with a box that authorizes you to contact them for marketing purposes. Tools like Insightly or MailChimp both offer free ways to send out emails to your list of contacts. If you are emailing your leads on a regular basis, you will be able to establish credibility and stand out in your industry. In every email you send, you will want to offer easy ways for your leads to reach out to you.

Social media

You might already have a social media presence, but are you actively using it to get more leads? This means creating content for each social media platform with links to your site or blog posts. Get your audience involved by asking questions and taking the time to respond. You can also hold contests to further increase engagement and drive action.

Events and Webinars

Holding an in-person event or webinar can be one of the best ways to drive new leads. It’s important to provide quality information or cover a specific topic that will attract your audience to your event. Sites like Eventbrite will allow you to plan and organize your in-person events, while being able to collect your attendee’s information. For Webinars, Join.me makes it simple to hold free webinars with a few clicks.

Bonus

Your website should be a lead generation machine, operating 24 hours a day, 7 days a week. But, sadly many websites were not designed with lead generation in mind. This means having strong calls-to-action and thoughtful lead capture forms. This also means having a site that provides real value. Much like your blog, your pages should be purposefully built and designed for visitors to take away information that is helpful to them. Today more than ever, your site needs to to be optimized for mobile. With a larger amount of daily traffic coming from visitors on their phones, mobile optimized sites present an opportunity to turn mobile visitors into interested leads.

These are just a handful of ways you can get more leads. With the combination of everything outlined, you will be able to exponentially power-up your lead generation funnel.

Over 100 Placester powered KW websites!

In June, BrandCo launched its 100th Placester powered KW website! That’s 100 fully responsive, beautifully designed, lead generating machines! We couldn’t be more excited, since each of these new KW Website Refreshes are helping agents grow their businesses right now. As the first Placester Certified Partner, we have been honored to help agents from the very beginning of transition process.

Although every website we build is dear to our hearts, we wanted to highlight just a few here. In no particular order:
 

Nancy Blake

Nancy Blake’s website features gorgeous imagery of Tampa, while elegantly showcasing listings. The site functions as well as it looks with strong calls-to-action that help drive more leads while integrating flawlessly with the site.

KW Custom Placester Website
 

Kristin Harris Realty

Kristin Harris Realty features a clean design with prominent links to social media and quick access contact buttons. Additionally, featured testimonials help add credibility and prominence to homepage.

KW Placester Website
 

DM Real Estate

The first thing noticeable when visiting the DM Real Estate website is the sharp use of black and white photography. A splash of color is introduced when hovering over the quick access links that utilize distinct imagery for both buyers and sellers. Featured listings pop even more with full-color imagery against a white background.

Keller Williams Placester Website
 

Jeanette DiLuco

Jeanette DiLuco’s website guides visitors straight to important resources with stylized image buttons that sit right under the home search bar. Jeanette’s contact and social media information can be easily seen right on the home page, allowing visitors to quickly get in touch.

Keller Williams Placester Site
 

Love Colorado Living

Love Colorado Living features a large slider behind the home search bar that effectively uses local photography. Below, visitors can quickly find an area they are interested in with links to specific communities. With an embedded video on the homepage, visitors can view monthly updated videos that help drive more leads.

KW Placester site
 

Sellers Group

The Sellers Group features a modern design that helps visitors navigate the website with ease. Key parts of the site are easily accessible from the homepage with one click access. Each agent is featured on the homepage to prompt visitors to easily contact an agent.

Keller Williams Market Center website Placester
 

Dan Kokesh

Dan Kokesh’s site makes it easy to reach out with quick contact links featured directly in the header. The website also makes it easier for visitors to find a home with easy-to-navigate search categories.

Placester KW site
 
Those are only a handful of the KW Website Refreshes we have gotten to work on since the beginning. BrandCo has been helping KW agents with their websites for over 17 years. In fact, BrandCo has customized and built over 1000 websites for KW agents since the company started! With the new KW websites powered by Placester, we look forward to even more great websites ahead. You can get started with you refresh by visiting the KW Website Refresh page. Here is to the next 100!