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Avoiding Losing Retail Customers To Competitors As Economies Re-Open

Avoiding Losing Retail Customers To Competitors As Economies Re-OpenIf you don't do this, you're risking losing that customer and them going to a competitor because that competitor is giving them the reassurance and the information that they need to go ahead and buy whatever they're looking to purchase.Hey everyone, as things open up and more retail businesses are allowed to open and operate, it's important for you to properly educate and inform your customers on what's going on at your retail location. If you don't do this, you're risking losing that customer and them going to a competitor because that competitor is giving them the reassurance and the information that they need to go ahead and buy whatever they're looking to purchase.Some of the information that you need to provide to your clients or your customers includes, whether you're open or not. What kind of delivery delivery options do you have? Are you open just for curbside pickup or are you open for in-store visits? If you're open for in-store visits, what do your hours look like? Are they different from your regular hours?You need to clearly communicate that to your clients. For those of you that are offering curbside pickup, notifications are super important.Curbside Pickup NotificationsWhat do your notifications look like? Are you telling customers that they can expect their orders in a certain amount of days? Certain amount of hours? If not, you need to do that because people may not want to buy something if you have to wait a week or if they don't know how long they have to wait for something to come and be ready for curbside pickup or, delivery to their homes.Properly managing their expectations for curbside pickup and then notifying them on-time (example: order received, order being prepared, order ready for pickup, etc...) These are notifications that you need to be sending out on time, effectively and clearly so that there's no confusion on the customer side on what they can expect.In-Store VisitsIf you're open for in-store visits, let customers know what to expect. What has changed with your staff or what has changed in your retail location to make things safer and to comply with guidelines that are set out by the government?What You Expect from CustomersAt the same time, inform customers of what you expect of them when they visit your store. Do you want your customers to wear a mask when they come into your store? If so, provide them with this information so that they don't get surprised if they do show up at your store and find out, well, you need to wear a mask inside and "oops, I didn't bring a mask, what do I do now?"Ensure that you're informing them on what they need to do; things like, are you guys requiring people to be spaced out? Are there rules or paths they should follow when they navigate your aisles? All of this information needs to be conveyed to your customers. If your competitors beat you to it, those customers that are on Google looking to go buy whatever it is they're looking to buy are probably going to follow the path of least resistance and go to the business that's giving them the information that's answering their questions proactively.There's two areas where you need to focus on when you're considering conveying this information to people right now. Your website and your Google My Business profile listing.Make sure your website's up to date and make sure you log into Google My Business and update your COVID-19 note if you have one, update your store hours and any other notes that you have shared for people there, because a lot of people will bypass your website and just go to your Google Maps profile to find somewhere to buy something and just go from there.If you have any questions on how to do any of these things or want to talk a little bit more about what you can do to improve your customer experience in light of these changes that are happening, please feel free to drop a comment below or give me a call.

Posted by Sandbox Media on Thursday, May 28, 2020

Avoiding Losing Retail Customers To Competitors As Economies Re-Open

If you don’t do this, you’re risking losing that customer and them going to a competitor because that competitor is giving them the reassurance and the information that they need to go ahead and buy whatever they’re looking to purchase. Hey everyone, as things open up and more retail businesses are allowed to open and operate, it’s important for you to properly educate and inform your customers on what’s going … Read More

Are you a Service Provider - Essential Tips As the Economy Reopens

Are you a Service Provider - Essential Tips As the Economy ReopensWith all this stuff that's changing right now with businesses being allowed to open up or being allowed to open up in a certain partial manner. If you have a service type of business, you need to inform your customers on what's going on and how your business is operating at the moment. With all of this information being released from various sources, there's definitely some people out there that are unclear whether a business is open or not, or whether it's choosing to open or not. If you’re a service-based business that’s going to a customer or business’s location, you need to inform that customer what measures you're taking doing to protect them, in light of COVID-19. What kind of PPE are you using? What kind of protocols are your team members using? What kind of changes your customer could expect in terms of how you're delivering the service or what that service actually is. Will you be delivering that service differently?Is what they can expect going to be the same as before, or is that going to change, due to limits that you have to operate within?How should the client prepare for your visit?Beyond that you should also consider sharing what you're doing to expect or require from the customer to ensure the safety of your when they get to the job.Is there anything that you need to do as a customer to help your staff do better, or for your staff to be safe, whether you need to leave the premises, whether you need to vacate the premises, sanitize something, whatever it is.Let Your Customers Know What to ExpectIt's super important that if you're in the services space, you let your clients and your customers know what they can expect and what you expect. If you want to do business together, now, this is especially important. How’s Your Availability?One last thing I want to touch on is availability. If you are the type of business that takes bookings or schedules your services, inform potential customers what your availability schedule looks like. Are you booking next day? Or are you backed up and booking three weeks or three months out, because of staffing or supply challenges.Use Your Website and Google My BusinessIf you are a service business, inform your customers on these items and use both your website and Google My Business as a place to post this information. Keep this information up to date so when customers are either going to Google to look for a service provider such as yourself, or whether they go to Google maps to find a service provider such as yourself, they have the information they need at their fingertips, and you avoid the risk of them finding that information better presented, at a competitor's website, potentially losing a sale with that customer.Need Help? We’re here to Help!If you have any questions on how you can execute any of these items or what you need to do to better improve your client customer experience online, feel free to drop a comment below. I'd love to chat about it some more. Take care and be safe!

Posted by Sandbox Media on Tuesday, June 9, 2020

Are you a Service Provider – Essential Tips As the Economy Reopens

With all this stuff that’s changing right now with businesses being allowed to open up or being allowed to open up in a certain partial manner. If you have a service type of business, you need to inform your customers on what’s going on and how your business is operating at the moment. With all of this information being released from various sources, there’s definitely some people out there that … Read More

Do Better With Email Marketing By Avoiding These Mistakes

Do Better With Email Marketing By Avoiding These MistakesI’m seeing all sorts of email marketing campaigns circulating. Some good, some could use some help. Here’s some tips based on what we’re seeing.Today, I want to talk about some of the email campaigns I'm seeing going from some businesses and offer some perspective and some suggestions on how you can do better with email right now in light of what's going on in the world. They look like an email blastOne of the things that really caught my attention was some businesses are sending out these emails that look very obvious that they're just bulk email blasts. They're just very generic.There’s no contextThere's nothing in the messaging that shows that they're really aware of anything that's going on right now in the world. It's just business as usual. They're sending out this email, these emails that are not personalized at all. The content isn't relevant with the present situation. The worst thing is they're sending them out too often and they're repetitive.Do it wrong and people will tune you out, or even unsubscribe!If you're getting emails from a business that are repetitive and don't make sense to you and don't really feel relevant or important right now, you're probably just going to delete them. If you keep getting them, you might actually end up unsubscribing or blocking the sender altogether. On the business side, that's a big, big loss because you just lost a subscriber on your email list because you weren't doing things right. Start With PersonalizingSo here's some suggestions on how you can do email right during the pandemic, during the situation we're in right now. A suggestion, number one, keep your emails small and personalized. Segment Your ListIf you've got a big list, figure out a way to separate this list into logical groups that make sense and create a message that's going to be relevant to each group. You don't have to go too, too crazy with how you're personalizing, just changing a picture and changing a heading goes a long way.Promote The Right Products and ServicesIf you're promoting some products, figure out which products that the people in the group will actually be interested in will go a long way in actually catching someone's attention when they receive your email right now rather than just kind of drowning in the noise and getting read and deleted and so on. Small campaigns that are hyper-personalized. People Are Distracted Right NowWe have to remember that a lot of people are working from home right now. Great! Because they have more time to read your emails and surf the net. Not great because they're also at home, very likely with their families, their spouses and their children. This means distractions are at an all-time high. If someone's interacting with your website or an email, it's more likely right now that they'll drop off because they get distracted by something else that's happening at home, whether they're working from home or are living with family members.Adjust To The CircumstancesWe need to adapt and adjust knowing that people are distracted right now and they may not actually follow through and complete that customer journey at the rate that we initially thought of when we planned our campaigns. Be Smart with SendingWhat you can do is you can adjust the sending frequency of your campaigns depending on how people are interacting. For example, if you notice somebody clicked on an email and went to your website but didn't follow through, they might be a good person for you to re-engage with a couple of days later to touch base with because they know, you know that the action took an interest with you. Follow Up with Abandoned Cart OwnersAnother thing that's a really good tool if you're in e-commerce, abandoned cart emails. People are adding stuff to their carts, getting distracted and not completing the purchase. So by leveraging an abandoned cart email, you can send an email to this person and say something like "Hey sir. Or Hey ma'am, we noticed you added this product to your cart, but you weren't able to complete your purchase, can I help you get it done?" It shows that you're being personal in a world right now that is losing its personal touch because we're all at home with many stores closed. Reach out to people with some abandoned cart emails to help them get through any obstacle they may have had checking out. Maybe they're new to making online purchases, maybe they got distracted and they just needed a reminder. These abandoned cart recovery emails can be a great way to try to get somebody to complete that transaction that stopped when they got distracted. How To Get Email Addresses EarlyOne challenge that you may have is many eCommerce sites ask for that email address when people are checking out. So people add a bunch of things to their cart but nobody asks for that email address until they hit the checkout button when you're asking for payment information cause that's when it logically makes sense. The problem with that approach is you don't capture the email address of a person until they actually are about to pay and complete the purchase. Which means you're going to have a huge chunk of people that had stuff in their carts but you can't engage with because you don't know what their email address is.Some Ideas – Add a Fun Game Paired with an OfferI've got two ideas you can use to alleviate that problem. One is just implement something that asks for an email address right when they hit the add to cart button, make it sound fun and informal so that it doesn't look sleazy or look pushy. Try to make it fun or a funny interaction for them to give you their email address. Another thing you can do is use some form of gamification, right? A lot of sites are using some kind of discount spinning wheel or a promotional offer when people get to their website. I'm sure you've seen these before, you'll get to a website and like this wheel of fortune style wheel will pop up and say, slide this wheel to get your discount. Just give us your email address and there's a bunch of cash discounts or percentage discounts or whatever offers that they have gets people excited and gets their guard down so that they're excited to give you their email letters since they want that discount! Not only have you gotten their email address, you've now given them a discount. That kind of builds a little bit of sense of urgency in that they want to take advantage of this and they're more likely to complete that purchase. So those are two ways you can increase the amount or increase how early you get that email address from people so you can recover or try to recover that sale with an abandoned cart recovery email.Let's all remember that everything is different right now. People's priorities are different. People are consuming content online differently. And our email marketing campaigns need to adjust so that we're able to do the best we can in terms of meeting our business objectives. But more importantly, maintaining or improving that relationship, that loyalty and that trust that we've worked so hard to build with the clients in our email lists to date. So I hope you're able to get gain some insight from this tip and implement something in your business. If you need some help and want to just discuss some ideas, feel free to drop a comment below. I'd love to chat about it some more.

Posted by Sandbox Media on Tuesday, April 21, 2020

Do Better With Email Marketing By Avoiding These Mistakes

I’m seeing all sorts of email marketing campaigns circulating.  Some good, some could use some help.  Here’s some tips based on what we’re seeing. Today, I want to talk about some of the email campaigns I’m seeing going from some businesses and offer some perspective and some suggestions on how you can do better with email right now in light of what’s going on in the world. They look like … Read More

Maintain Customer Confidence By Communicating Thru Your Website

Use your website to keep your clients updated and confident about the futureMaintaining confidence with our clients. That is probably, for most of us, the number one priority in our businesses right now. I want to talk about how you can communicate with your customers through your website to help maintain that confidence in these uncertain times.You have different types of people that you work with, and they're uncertain based on different information that they're seeing on different media sources. So what are they doing? They're worried about your business or concerned, they go to your website for answers. It's super important that you use your website as a method to communicate with your customers and you know, people that are working with you to make sure they're fully aware of anything that's changed with your business. What should they do? What’s changed?In terms of how they're interacting with you, whether you've got meetings scheduled with different people, you've got projects on the go, you've got commitments or deliveries to make, you've got changes to the service that you're providing. If you're an essential service or if you're in a service operating right now, you need to use your website and clearly communicate what your customers can expect and what's changed as a result of the pandemic that we're all living through right now. People turn to a website firstUse your website as that tool to communicate and build and maintain that confidence with your customers. We’re here to helpIf you have any questions on how to do that, feel free to drop a comment below and we can chat about building a communication strategy through your website.

Posted by Sandbox Media on Thursday, April 9, 2020

Maintain Customer Confidence By Communicating Thru Your Website

Use your website to keep your clients updated and confident about the future Maintaining confidence with our clients. That is probably, for most of us, the number one priority in our businesses right now. I want to talk about how you can communicate with your customers through your website to help maintain that confidence in these uncertain times. You have different types of people that you work with, and they’re … Read More

Update Your Business Hours on Google

Many consumers rely on Google to learn about businesses, including their business hours.  With many retail locations being closed due to government regulations, it’s important to keep our consumers informed during these confusing times. To update your business hours in Google My Business, follow these simple steps: Head to Google My Business https://business.google.com/ Click on Info Click on Add Hours or the Pencil icon where you see your existing hours. … Read More

Post an Update To Your Google Listing Regarding COVID-19

Many consumers rely on Google to learn about businesses.  In these times, people can be confused with what’s happening at your business.  To help alleviate the confusion, you can post an update to your Google My Business listing.  This is the information that users see when they look for your business on Google. Here’s an example of a Google My Business listing: To update your business hours in Google My … Read More