20 Questions to Ask Yourself that Will Improve Your Customer Profiles

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Customer-focused culture is everything. After all, serving our customers is what we’re here to do, right? When you take care of your patrons, they take care of you—and tell everyone they know about how much they love your business. One of the best ways to provide exceptional customer service is to understand your customer. The customer profile can help you do that. In this article, we discuss the basics of a customer profile, along with 20 customer profile questions that will help you build your own.   

What is a customer profile?

A customer profile paints a picture of your current or target audience. You can create in-depth profiles to understand your customers on a deeper level and use that information to better serve them. You can create a profile in any format you’d like, whatever helps you visualize your audience the most.  Here are a few ideas that might help you build your profiles:
  • Create a separate document for each of your target customers. For example, if one of the groups you are targeting is young families with children, you will create a profile document for that group.
  • Consider using stock images to help you visualize your customer. You may find that visuals help fuel your brainstorming process as you dive into your customers’ needs.
  • Make the creation of your customer profiles a group effort by opening the discussion to your team. Group brainstorms can give you multiple perspectives and open doors to new ideas. Tip: Try free brainstorming platforms like Mind Meister to map your thoughts.
  • Use the 20 questions below to take notes on your customers’ motivations, roadblocks, needs, and wants—among other identifying factors. Leave space to note actions that you can take to further cater to that target audience category. 

20 Questions to Improve Your Customer Profiles

  1. How would you describe your typical customer? 
  2. What do your customers have in common?
  3. What age is your typical customer?
  4. What types of jobs do your customers usually have? 
  5. What problem does your business solve for your customers?
  6. How do your customers usually shop: online or in-store?
  7. What level of education do your customers usually have?
  8. Do your customers generally live in rural or urban areas?
  9. Where do your customers get their information—news, ads, etc.?
  10. What are your customers’ typical motivations and interests? 
  11. What keeps your customers coming back? 
  12. What is a frequent compliment you hear from your customers?
  13. What would keep your customer from buying from you?
  14. What is your customer passionate about?
  15. What is your customer actively against? 
  16. How do your customers usually find your business?
  17. What makes your customers choose you over the competition?
  18. What do your customers worry about the most?
  19. What do your customers do on a typical weekday?
  20. What hobbies do your customers enjoy?
Are you looking for a marketing partner to help you better understand your customers? We’re here to help! Contact Green Apple Strategy today to schedule a consultation.

What Not to Do During a Zoom Meeting

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No matter your industry, you’re likely now familiar with the phrase, “I’ll send you a Zoom invite!” While digital meeting tools like Zoom have been gaining momentum organically during the past decade, the practice of virtual meetings has skyrocketed in 2020 amid the COVID-19 pandemic. In fact, Zoom’s CEO Eric Yuan reported in April of 2020 that daily active users had increased from 10 million to over 200 million in just three months.  As millions around the world began staying home to help slow the spread of the coronavirus, Zoom has since become popular with organizations, schools, media outlets, churches, and more. Digital meeting tools are being used for everything from a one-on-one hangout to team strategy sessions to large-scale events.  And, the practice doesn’t appear to be slowing down anytime soon, as the number of users will no doubt increase in 2021 and beyond!  Though digital meeting tools like Zoom are an excellent way to effectively communicate when you can’t have a physical meeting, there are certain things to consider when using this constructive technology. Our team at Green Apple has made Zoom meetings a regular part of our work days since becoming a virtual team in 2020, so here’s our list of things we recommend not doing when it comes to proper Zoom meeting etiquette.

1. Don’t replace professionalism with comfort.

We get it—when you’re at home, you’re in your comfort zone. However, it’s important to always keep your audience in mind when it comes to a Zoom meeting. A best practice for your appearance and attire is to pretend you’re still meeting in person. Ask yourself questions like, “What would I wear if this was an in-person meeting? Or “How would I sit or communicate if we were in person?” All in all, you’ll never go wrong with dressing for success and setting up your space at a desk or table, just as you would if your meeting was at an office or coffee shop. Tip: Don’t show up to your Zoom meeting in your pajamas or gym clothes, and avoid laying on your bed or relaxing on a sofa.

2. Don’t set the scene for distractions.

Your surroundings say a lot about you, so it’s essential to make sure that they say the right things for your audience. Before you log on to your Zoom meeting, make sure you have chosen a clean backdrop in your space that doesn’t distract viewers from your communication. If you don’t feel like your home or office space has a desirable backdrop, you can always explore Zoom’s Virtual Background feature, which allows you to display an image or video as your background during a Zoom Meeting.  Tip: Pick a solid or less busy wall as your backdrop, and use good judgement if opting for a virtual background.

3. Don’t forget to eat beforehand.

We’ve all seen it—and possibly done it ourselves—but it’s definitely best to avoid eating during your Zoom meeting. Unless the meeting is intentionally designated as a lunch-and-learn or lunch meeting, try to eat before you log in. Tip: If your meeting involves lunch, make sure you keep yourself on mute while chewing or swallowing.

4. Don’t Zoom and drive.

It should go without saying, however, it’s never a good idea to take a Zoom meeting while driving. Not only are there numerous issues that come along with distracted driving, but some employers could even be liable if a worker has an accident while driving distracted on a Zoom meeting. Tip: If you do have to take a Zoom meeting while on the go, make sure you’re the passenger.

5. Don’t put a private message in a Zoom chat.

There will likely be moments when you want or need to share a private comment or thoughts to a specific team member who’s also a part of the Zoom meeting. If that case arises, make sure not to share those comments in the Zoom chat feature where everyone may see them. Tip: When you have a private comment or message to share, it’s a safer bet to use a platform other than Zoom.

6. Don’t forget to mute yourself when not speaking.

We’ve all been a part of a Zoom meeting when you’ve heard things in someone else’s background that can be distracting (or maybe even embarrassing). You’ll never go wrong by keeping yourself on mute until it’s your turn to speak. Tip: Especially if you have children, family members, or pets in the house who may need to come and go in your space, keeping yourself on mute is always a win. Also, refrain from playing music or leaving the TV on in the background to prevent sound distractions.

7. Don’t be late.

Not only should you not be late to your Zoom meeting, but it’s best to log in a few minutes early to ensure you don’t have any connectivity issues that can make you late to the meeting or possibly miss key introductions. Tip: Set an alarm on your phone to help you remember to log in early to your Zoom meeting.

8. Don’t discount the importance of good lighting and camera angles.

This one is probably one of the easiest yet most ignored aspects of Zoom etiquette, but good lighting on your face is vital to you being seen clearly by other participants. If possible, adjust your camera to be at around eye level and take note of the angle of your laptop screen if using the built-in camera. Tip: Take your Zoom meeting in the space of your home or office that has the most natural light, and use overhead lighting when possible. 

9. Don’t have a busy desktop backdrop in case you need to share your screen.

If you are the meeting host or could be asked to share your screen at any point in the meeting, make sure to clean up your desktop and close any browser tabs that you don’t want meeting recipients to see. For security purposes, make sure you don’t have any important documents that contain personal or confidential information open or displayed on your screen. Tip: In addition to cleaning up your computer desktop, consider whether your computer’s wallpaper is professional or appropriate for others to see.

10. Don’t forget to participate.

Above all, don’t be the one Zoom meeting attendee who isn’t participating. Even if your role is just to listen and take notes, it’s important to stay engaged throughout the meeting by chiming in when appropriate and maintaining eye contact as much as possible. Tip: Find moments throughout the meeting to offer comments and ask questions, as your contributions could be beneficial to everyone involved. And, when possible, always try to log into your Zoom meeting with the video feature so that everyone can put a face to the name. Are you looking for a marketing partner that can help you navigate successful meetings and presentations, especially when it comes to virtual meetings? Contact Green Apple Strategy to schedule a consultation.

How Understanding The Enneagram Can Help Your Customers

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“I just need to make sure I have it right.” Have you ever heard someone say that? Well, that’s me. All day, every day. I’ve been described as precise, fair, responsible, and, ultimately, a perfectionist—yet sometimes critical, opinionated, or inflexible. Doesn’t sound fun, right? I used to think that. 

What Is the Enneagram System?

Several years ago, I was introduced to the Enneagram system, which models nine different personality types. Before this, I always brushed off any personality tests that came my way. I thought that surely there wasn’t any real value in them. I saw it as a label that people use for fun conversation. But, the moment I read the description of the Enneagram Type One, “The Perfectionist” or “The Reformer,” my jaw dropped. I had never felt so heard in my life. Suddenly, it all made sense, and I could proudly own my descriptors like “opinionated” or “fair” that used to make me feel uninteresting and rigid.  The Enneagram is based on our core motivations, meaning your Enneagram type helps you understand why you do the things you do. I’m motivated by doing things right and, for me, that means doing everything perfectly. What I’ve found more than anything is that the key to using the Enneagram is focusing on the other eight types just as much as you focus on your own. Once you understand how those around you are motivated, you can personalize your interactions with them based on their own type. This is my favorite recipe for happier, productive communication.  For instance, as a Type One, I thrive on clear direction, and I expect you to be fair at all times, including taking your share of the responsibility. But a Type Three might expect you to communicate efficiently and effectively to not waste time while acknowledging the success they’ve worked so hard for. Type eights, on the other hand, like for you to be direct and confident while showing them your feelings to let them know you’re safe to confide in. 

3 Ways to Use the Enneagram in Marketing

So, what does all of this have to do with marketing? Everything.  Relationships are at the core of marketing. Every business must understand its customers’ motivations and personalities to not only effectively communicate with them but keep them coming back. Here are three ways you can use the Enneagram concept in marketing, just as you can in your everyday life.
1. Fostering Leadership and Teamwork
It’s no secret that the difference between success and failure is a great team. Culture is built from the top down, and it shows in your work. As a marketing agency, it’s key for everyone on your team to maintain a high level of self-awareness to acknowledge things that may hold them back from effectively communicating with each other. This self-awareness is especially crucial because marketing agencies wear many hats. Marketers work with clients in many different industries, with countless projects moving at the same time. The more you can understand your leadership style and team members’ motivations, the more efficient you are in your work, and the better your results are for your clients. With simple reminders like posting your Enneagram Type to your office door or regular team-building sessions, your team can begin to understand and appreciate each other’s motivations and use that as a foundation for better work.
2. Understanding Your Audience
Understanding that your motivations are different from your customers’ is crucial for success in marketing. For instance, you may be an early adopter and are always the first person in line to purchase the new iPhone. You always want the newest, shiniest gadget, no matter how long it’s been on the market. In Enneagram terms, you sound like Type Three, “The Achiever.” You care about your image, and you want the most innovative, time-saving tool available.  However, if you’re selling home security systems, your early adopter mentality will not match the motivations of your audience. Your audience, in this example, is more likely to have the thought process of a Type Six, “The Questioner.” Sixes are skeptical and motivated by the need for security. In this situation, you’d adjust your messaging to sell to your customers the feeling of safety they desire by removing fear from the situation.
3. Enhancing the Customer Experience
Curating a positive customer experience, especially in marketing agencies, is always a top priority. For agencies, you’re not only enhancing your client’s experience but also managing the experience of their customers. The first two points in this list equip you with the tools you need to excel in customer experience. The better you can work together, and the more you understand your audience and learn to speak in their language, the happier they’ll become, and the longer they’ll stick around. To illustrate this point, say you’re selling a fun outdoor experience like zip-lining. You know that your audience is filled with people who identify with the Enneagram Type Seven, “The Adventurer.” Through your research, you know that people of this type want to feel free and happy. Because of this, you’ll learn to forget the details and, instead, approach them with adventure-filled opportunities that promote feelings of outrageousness and excitement. Overall, the more you can customize the experience for your customers, the more unforgettable you become. 

Applying the Enneagram to Your Business

As you begin to incorporate The Enneagram into your everyday life, adding it to your marketing toolkit will become more and more natural. At its core, using the Enneagram will allow you to better understand and communicate with your audience by understanding its core motivations. Putting yourself in the shoes of your customers isn’t something new in marketing, but understanding why they do the things they do through an Enneagram-like lens is indispensable.  Visit The Enneagram Institute to take the test and read more about each of the types, wings, centers, and more. And if you’re curious about how to effectively communicate with your audience, contact Green Apple Strategy today. Through strategic marketing, we can help you identify your target audience and channel their inner Enneagram-like motivations to reach them.

5 Ways to Craft an Unforgettable Customer Experience

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Let’s face it—everything comes down to customer experience. 

Whether it’s a first-time visitor to a loyal patron, customers will remember how they felt when working with your business—good or bad. To help you build an unforgettable experience for your customers, we have five tips to help design your strategy.

Crafting an Unforgettable Customer Experience

1. Curate your online presence to be easy and unforgettable.

Your customer experience begins the moment a potential customer searches for—or stumbles upon—your business online. Make that moment count. Ensure that your website is easy to find, using SEO best practices, and that it answers the customer’s every question as soon as they see it.

Google My Business is an excellent, free tool that will help you make your business information front-and-center on Google. A person will be able to find your website, hours, FAQs, directions, and more. 

Once your customer lands on your website, you can continue answering the more detailed questions. What is your mission? What makes you different? What services or products do you offer?

Top off your information with impeccable website design. Work with a designer, if you’re able, or do a great deal of research to put your best foot forward. Make your potential-customer curious enough to continue to engage with your business.

2. Write genuine content that speaks to your audience without selling.

At the center of your brand’s universe is your content. It expresses your voice and builds a connection with your audience—while giving you the chance to shape your customer’s perception of your business.

Make your writing clear, but infuse your voice as much as possible to create a genuine connection. Many businesses will hide behind their words, telling customers what they think they want to hear. Today’s customer will gravitate toward the real feelings, not the sales speak.

3. Test your own user experience and remove any friction you find.

The best way to assess your current customer experience is to test it out yourself. Pretend you’re a customer (or designate a teammate or friend) and go through the process from start to finish—search for key terms related to your business (e.g., real estate company near me), check out your website, complete a contact form.

At every step, ask yourself, If I were looking for a product or service like this, what might prevent me from using this one? When you identify the answer(s) to that question, use those as opportunities to fine-tune your process. Remove any friction that a customer may experience when trying to find you, engage with you, or maintain a relationship with you.

4. Empower your team to make your customers happy.

Every person on your team from the top to the bottom has the power to affect your customers’ experience. When you empower your team to make your customer happy, they can identify opportunities that you may not see to go the extra mile. It’s those small moments that can turn a first-time customer into a patron.

Tip: Create an internal marketing strategy to help your team feel invested while also being able to talk about your company to others effectively.

5. Add “happys” throughout your process to make it memorable.

At Green Apple, you’ll often hear us call something a “happy.” It can describe a joyful event in our lives (a weekend happy, for example) or a gift. While it can take on several meanings, a happy is essentially something that brings you joy.

As you test your process, identify areas where you can add elements to spark that same joy in your customers. It can be as simple as a personal email to show your appreciation, or something larger, such as a gift. Whatever you choose, make it an opportunity for your customer to remember your brand fondly.

Are you ready to craft an unforgettable experience for your customer? Contact Green Apple Strategy to get started.

4 Marketing Insights to Know Before Calling a Prospect

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In today’s world, the buyer has more control over the sales process than ever before. On the one hand, this can make things more difficult for sales professionals. They don’t have as much control over the narrative and buyer’s journey as they once did. However, this new world order provides opportunities for business development pros. Rather than having to conduct tons of research on a prospect or cold-calling potential leads, they can instead use marketing insights—one of the many reasons salespeople are smarter than ever before.   

Marketing Insights Every Salesperson Should Know Before Calling a Prospect

Here are four specific marketing insights to share with your business development team to help them be more effective in their outreach to prospective customers: 
1. Their Overall History of Engagement with Your Brand
Today’s marketing tools allow you to track a prospect’s engagement over the past several years. These insights can help salespeople quickly answer questions like: What content have they read or converted on? Have they ever spoken with a sales representative before?  Even if it’s their first time speaking with a prospect, your sales leader can know the prospect’s entire relationship with your brand. This information is incredibly valuable for weaving the context of their history of engagement into the conversation. 
2. Insights Behind the Action That Qualified Them as a Lead
Knowing what action a prospect took to qualify them as a lead is non-negotiable. However, I’ve found that it’s also important to provide sales with an overview of what that resource or lead magnet is about. In many cases, sales professionals don’t take time to read all of the lead generation resources that marketing creates. Providing a brief synopsis that helps your sales team know what the resource is about makes it easier for them to create the connection between the action of the prospect and your products and services. 
3. Their Ability to Make a Purchasing Decision
Most companies know the job title or roles that would have the ability to say “yes” to a final purchasing decision. Capturing this information through your marketing efforts will ensure salespeople aren’t wasting time on leads that they can’t convert.  
4. The Career History of a Prospect
It’s useful to understand your prospect’s job history. In many cases, your CRM can track whether a person has moved from one company to another. You can also leverage LinkedIn insights to capture a prospect’s career trajectory and mutual connections. All these factors will influence how much a prospect can impact a purchase decision, how much educating you’ll have to do, and how quickly they can make a decision. Today’s business development professionals have access to more information about their prospects than ever before. The more your marketing team can help salespeople contextualize their messaging and save time getting to know the prospect, the more effective both teams will be in the long run.  Green Apple Strategy’s team is dedicated to understanding our clients’ target audience, creating compelling content, and generating the leads you need to grow your business. Contact us today to schedule a consultation.

How to Empower Employees to Create Content for Your Marketing

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Empowering employees to help create content for your marketing might seem like a big risk, but it can also create one of the biggest rewards for your business. That is why I encourage businesses that their marketing department should own organizational culture. Marketers that understand the power of employee advocacy can empower them to create content that improves brand awareness, educates buyers, increases search engine visibility, and creates more meaningful connections with potential customers. 

How to Empower Employees to Create Content for Your Marketing

Here are four specific ways you can begin to empower employees outside of marketing to help you create content to attract the attention of your potential customers: 
Invite employees to contribute to podcasts or webinars as subject matter experts.
Your employees likely have a deep level of experience that could be beneficial for potential customers. Empowering them to become thought leaders in your industry by inviting them to create content is one of the simplest, yet most effective ways to maximize their knowledge for business development. It could be something as simple as hosting monthly webinars that put your employees in the spotlight or creating a podcast where you interview employees about how to overcome specific challenges your audience is facing. 
Make it easy for employees to share content they care about.
Having your employees share your content—whether it’s emailing it to a prospect or promoting it on social media—is the perfect way to increase your reach. But just because you create the content (and even ask them to help promote it), doesn’t mean they will share it.  That’s why it’s important to create marketing content employees actually want to share.  It could be a story about your employee or one of your clients or a tutorial related to your product. 
Equip and reward employee advocates.
According to recent research, 31% of fast-growing companies have set up an employee advocacy program. These businesses recognize that employee advocacy encourages their workforce to expand their role from “employee” to “brand ambassador.” And, this type of approach can create tremendous dividends for the overall health and success of your company.
Let employees take over your social media for a day.
Instead of paying thousands to influencers and brand ambassadors, let your employees leverage their social media influence to increase awareness of your products and services. Give them the resources, tools, and leeway to develop their expertise in the niche. While you might have one person who owns the responsibility of improving your brand’s social media presence, making sure he or she isn’t doing it alone is critical to success. Leveraging employees to help create content for marketing is an incredibly valuable way to humanize your brand. Employees might be your most effective content creators because they know the challenges your customers face every day and have a deep knowledge of your product, service, and industry.  Contact Green Apple Strategy to discuss how you can leverage content marketing to improve SEO, develop your brand story, and generate leads.

Green Apple Strategy Honored as Nashville’s Best in Business

Green Apple team accepting best in business award at the Westin hotel
Among Nashville businesses that are “hitting the high notes” of success, Green Apple Strategy received the Nashville Business Journal’s 2020 Best in Business award! The annual Best in Business luncheon was held on March 5th at The Westin Nashville, where Music City’s business community came together to celebrate growth and passion. 

Who Qualifies for Best in Business?

Nominations for the 2020 Best in Business Awards were submitted in mid-2019, after which nominees were interviewed and required to submit an in-depth questionnaire. Nominated businesses were scored by an independent panel of judges based on attributes such as company culture, business plan, and profitability. Companies scoring the highest were named as the Best in Business for their respective categories, which were based on the number of employees.  Nominees and finalists were those that excel in service, growth, innovation, and strategy. Green Apple Strategy is honored to have been chosen by the Nashville business community as one of the city’s best in business and looks forward to a fantastic year ahead. “We are so grateful for the love and support of our community. Thank you to everyone who made this possible, and thank you, Nashville Business Journal, for giving us this opportunity,” says Samantha Owens Pyle, Owner and Chief Strategist at Green Apple Strategy. 

How Green Apple Stood Out

As a recipient of this year’s award, Green Apple Strategy stood out from many deserving businesses because of its consistent growth, exceptional company culture, and strong team. Pyle attributes her company’s success to great people—team members and clients alike. “If you surround yourself with wonderful people, success will follow,” she adds.  The Nashville Business Journal provided nominees with a platform to showcase their companies’ personalities, asking them to choose a “theme song” for their companies and highlighting parts of their interviews for the crowd to enjoy. A Dave Matthews fan, Owens Pyle chose the band’s “What Would You Say” to express our passion for telling our clients’ stories. Her highlight from the nomination interview was also a glance into the company’s fun, vibrant personality. Upon being asked what she looks for in potential employees, she responded by saying that she looked for “dog people” to find the best people for her team. 

An Attitude of Gratitude

Green Apple Strategy provides marketing services to clients of various industries, such as IT, finance, child care, and several others. The team works diligently to illustrate clients’ vibrant and complex stories that help them connect with their target audiences. We love the work we do, and we’re proud to do that work right here in Nashville. To our team, clients, and community: we cannot thank you enough for the overwhelming support you’ve shown us over the past eight years.  As we continue to serve our clients, Green Apple Strategy is looking ahead to a bright future for Nashville. We are proud to be part of such an incredible community and look forward to what the rest of 2020 brings. “Thank you, Nashville, from the bottom of our hearts. We couldn’t do this without you.” 

We’re Here to Help You

To learn more about Green Apple Strategy, please visit our website or contact us for more information.

How to Identify & Fix the Broken Parts of Your Marketing Funnel

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If the goal of marketing is to guide people from discovering your brand for the first time to becoming a qualified potential customer, then understanding every part of that journey is essential. Most people refer to that process as the marketing funnel. In most of the conversations I have, it’s easy for business leaders and marketing professionals to know if their marketing funnel is broken. The more difficult task is identifying which part is broken and how to fix it. Your sales team might think you have a lead generation problem, but what is actually preventing them from hitting business development goals is that the leads they’re following aren’t ready to buy. This would be more of a lead nurturing issue. In this post, we highlight a few areas of the marketing funnel, share specific ways you can identify the problem area, and, more importantly, tell you how to fix it.

How to Identify & Fix the Broken Parts of Your Marketing Funnel

Brand Awareness
How can you tell if your “top of the funnel” marketing efforts aren’t working? The signs of a brand awareness problem are easy to see—if you’re looking. Most awareness problems fall into this category: Your brand can’t capture its target audience. Analyzing metrics such as website traffic or foot traffic (if you’re a local shop or retail store) can be a great way to determine if enough people know who you are. Fixing this issue could include more digitally-oriented marketing tactics such as social media, SEO, or SEM.
Lead Generation
Maybe you’re getting a decent amount of traffic to your website, but you have a hard time identifying who is visiting and if they could be a potential customer. Many factors make generating leads difficult. Are you offering a lead generation that people care about? Are you asking for the right information? Are you making it easy for people to find your lead generation resources and take action? Never underestimate the power of addressing your lead generation challenge; leads are the lifeblood of your marketing funnel.
Lead Qualification
The biggest challenge I hear from business leaders isn’t about lead quantity; it’s lead quality. To convert marketing leads to customers, you need to make sure you’re talking with the right people. Alongside your sales team, you should make sure you understand who you’re trying to reach. If you’re struggling to generate quality leads, it’s important to define buyer personas. This strategy helps you establish a compelling value proposition that educates people about how you can help them right now.
Lead Nurturing
What do we do with the leads that might be qualified but aren’t ready to buy? Many business development professionals toss these leads to the side—neglecting them until the person raises their hand again and expresses interest. If you’re struggling to convert qualified marketing leads (those with the power to make a purchase decision), then you might rethink how you’re nurturing them throughout the buying process. Many potential customers are exploring your brand, but they might not be ready to buy. This doesn’t mean you should ignore them.
Lead Hand-Off to Sales
The hand-off between marketing and sales is one of the easiest tasks to ruin in the demand generation process. As in a relay race, the lead hand-off should be an actual hand-off, not a toss. If you feel like your sales team isn’t following up with quality leads, it’s crucial to have a documented process that is agreed upon by both sales and marketing. Just as a doctor diagnoses which system in your body is causing illness, it’s vital to determine which areas of your marketing funnel are causing your lead issue. Without identifying the specific area that needs attention, you can’t create a truly healthy funnel.

4 Factors for Creating a Customer-Centric Culture

“Customer experience” has become one of the hottest marketing buzzwords of 2020. And for good reason…

  • 84% of companies who prioritize customer experience are reporting an increase in revenue. (Source)
  • 73% of consumers say a good experience is key in influencing their brand loyalties.
  • Customers switching companies due to poor service costs U.S. companies a total of $1.6 trillion. (Source)

The bottom line is that customer experience impacts your bottom line.

4 Factors Every Business Needs to Create a Customer-Centric Culture

So, how do you go about creating a culture within your business or organization that values the customer experience? While the specific tactics or strategies may evolve, here are four key factors that you need to create a customer-centric culture:

1. Leadership Buy-In Across the Organization

You can’t simply silo customer experience to your customer support or client success department. Why? Because every department in your organization has a role in creating the experience customers have with your brand.

If you want to create a customer-centric culture, you must get buy-in from the leaders and stakeholders across every department. Your CFO should recognize the impact that his or her team has on customer experience. Your marketing leader should push his or her team to think creatively about the ways they can impact customer experience.

Leaders across your organization should embrace the importance of customer experience and constantly be thinking about how their departments can lead customers into a deeper, more meaningful relationship with your brand.

2. Compelling Brand Values that Are Lived Out

Saying you value customer experience as a core value is one thing. Creating systems and structures within your organization that support customer experience is another. One of my favorite examples of this is the way Zappos tries to stay away from strict policies and ask their reps to do whatever they feel is the right thing to do for the customer and the company.

If you say you value customer experience, make sure you’re doing everything you can to keep that promise.

3. Engaged Employees Who Care About Their Work

It might sound counter-intuitive, but if you want to improve customer experience, you might want to start investing more in your employees. Engaged employees are more likely to work hard, care about your brand’s reputation, and make recommendations for improving the overall customer experience.

4. An Understanding of What Customers Want

If you want to improve your customer experience, taking time to gather insights about what customers care about and desire from your brand should be a priority. Take time to listen to customers. Be intentional about the customer journey and onboarding experience you’re creating. Find ways to create emotional connections with customers. Have a clear set of customers in mind when you’re making important business decisions.

Every company likes to think (and say) that they’re customer-centric. Considering how to embrace these four factors will help you create a customer-centric culture and ensure you deliver on your brand promises.

4 Steps Your Small or Midsize Business Can Take to Improve SEO

If there’s one thing we know about small business leaders, it’s that they are incredibly busy people. While many small business leaders recognize Search Engine Optimization (SEO) as an important marketing tactic, most don’t have the knowledge or bandwidth to execute everything that needs to be done to optimize their website for search. At the same time, most small businesses have limited digital marketing budgets. SEO is a game-changer for small and midsize businesses. It’s what makes small, local companies able to compete with the big companies. No matter what industry you’re in or the size of your business, consumers are looking for brands like yours online every day. Investing in SEO, or at least having a working understanding of the basics, is one of the best ways to reach these potential customers.

4 Steps Your Small or Midsize Business Can Take to Improve SEO

While SEO can seem overwhelming, there are four steps we typically encourage small businesses to consider—from simple basics to more complex tactics:
Step 1: Create a website (that’s optimized for search).
One of the reasons small businesses struggle with SEO is because their website isn’t built with search in mind. Sure, your website might look good, but if it’s not structured correctly, you can lose out on a significant amount of search traffic. In case it helps, here are some of the most important local SEO factors for small and midsize businesses.
Step 2: Optimize the meta-descriptions on each page to reach local customers.
More than likely, you already have a website. But making sure it has relevant keywords that matter to your customers—and therefore search engine results—is an important second step. The next step for SEO is to make sure all of your primary landing pages are optimized for the keywords you discovered. In other words, you must utilize the appropriate keywords in your titles, meta descriptions, and body content for each page. Also, ensure that every page on your website has a unique meta description and title. Pro tip: It’s helpful if your metadata description doesn’t exceed the length at which Google begins to truncate the text. In addition, try to make sure that the description will entice users to click-through to your site. If you need to optimize your meta-descriptions and website content for search, here are a few details and rules you’ll need to consider.
Step 3: Set up and optimize your Google My Business page.
Google My Business should be a focal point for any small business, especially if you want to maximize the power of search. It’s incredibly simple to set up your Google My Business page, and it can make a big impact. As a small business, you should leverage every element of Google My Business pages to your advantage—images, videos, Q&A, reviews, and posts you publish.
Step 4: Look for creative opportunities to increase reach outside your city or region.
Many businesses serve clients across the country or region and are looking for ways to rank high in searches outside their cities. One of the most common questions we get as an SEO firm is, “How do we rank beyond the city where our headquarters is located?” This is where you can begin to get creative with your SEO tactics and strategies. You might consider creating content focused on specific cities or regions. Taking this approach allows you to build up the authority of your site with quality external links, and you could increase your search rankings for location-specific keywords. If you want to rank high outside of your business’ physical location, here are a few specific tips to help you rank in searches conducted outside your area. You don’t have to execute every step mentioned above, but if you’re looking to take advantage of everything SEO can offer your small or midsize business, I’d encourage you to take the next step. SEO success doesn’t happen overnight for any business. That’s why it’s incredibly important to take action to address the basic issues and then tweak as you go.