After the 4th warmest winter on record in the United States, its interesting to think beyond its effect on your greenery. Intuit put together this interesting infographic that explores the effect that the weather may have had on your business:
#Infographic: “How the Spring Thaw Affects Spending and Small Businesses”
Friday, April 27th, 2012
4/25/12 Customer Service Roundup
Wednesday, April 25th, 2012
Much of the collected wisdom on the internet dedicated to customer service that ARMA has been consuming recently (and previously) has been focused explicitly on the act of listening and responding to customers’ expressed wants rather than perceived ones.
Diane Helbig asks us to strengthen our listening muscle, the better to improve our relationships with customers and ultimately sales. What plays out is a situation where, “The sales person is so focused on sharing information about their product or service that they don’t take the time to ask questions and listen to the answers. Because of this, they don’t build a rapport with the prospect or help the prospect feel valued.”
Christopher Butler’s piece is focused more on marketing than customer service directly, but there are still pointers to be gained from his encouragement to teach rather than shout. It plays out in external communications, on our websites and in our meetings. His tips are universal:
- Slowing down
- Honesty
- Having integrity in the face of opposition
- Being honest to yourself
- Trying to own your own failings
Meikah at Custserv reminds us of the power that children make on their parents’ decisions. Check out her post for three ways to create “customer touchpoints through children.”
Jamillah Warner has come up with a couple customer service slogans worth paying attention to at Small Business Trends that she feels amount to “Say what you need to say to keep yourself inspired, but do what you have to do to keep yourself moving forward”:
- You Have To Get Your Hands Dirty: Do The Work
- Take action, But Don’t Hurt Yourself
Running your Business Through the Cloud
Friday, April 20th, 2012
Cloud computing, that is the practice of hosting more and more of our data on web servers rather than in our own physical offices, is clearly more and more prevalent.
Anthony Norris of FedEx extols the virtues of cloud computing over at OPEN Forum. In short, he identifies the benefits as being:
- Reduced Costs and Increased Scaleability
- Automatic Updates
- Remote Access
- Customization
- More Time to Focus on Customers
Read the full article to hear out his reasons.
Jon Jantsch at Duct Tape Marketing has a nice little post to go with his podcast about the actual cloud computing programs that he finds most useful personally, and was a nice reminder to look into what ZenDesk has to offer. His list is helpful for not letting the term ”cloud computing” scare you too much — many of the programs he suggests are ones you might already be using.
And for your eyes, this infographic on the future of cloud computing:
Green Business
Wednesday, April 18th, 2012
Spring is in the air, and many businesses are taking the oppurtunity to talk about ways to go green. With Earth Day around the corner, that doesn’t seem like a bad idea.
Keeping it local, Maryland’s Montgomery County has a number of events taking place in April as well as a number of initiatives highlighted in their business news section related to April’s focus on earth-friendly businesses.
If you have an Apple gadget at your disposal, apps like Verde might be a good tool for you as well. They can take the guesswork away from figuring out what steps would work best to reduce harmful impacts on the environment.
OPEN Forum posted several helpful articles on the concept of green business, with topics ranging from common misconceptiojns of going green, cost effective ways to bring in green practices and some of the most noteworthy recent green trends.
The conversation about the efficacy of green branding and marketing best practices is ongoing and should continue to be analyzed.
SBA-Sponsored Matchmaking Conferences
Friday, April 13th, 2012
We’ve talked before about the importance of teaming up to tackle government contracts…
The Small Business Administration has been hosting free “Mentor-Protégé Matchmaking Conferences” in a number of cities intended to pair up participants in its programs with larger businesses and graduates of their 8(a) program. The conferences also feature frank conversations on the benefits of teaming and the ways that such alliances can create valuable leverage for acquiring larger contracts.
Small disadvantaged businesses and 8(a) firms interested in attending must register at: http://sba.mybusinessmatches.com/buyers/generalinfo. Approximately 300 small businesses will be matched prior to their meetings based on their compatibility.
The remaining conferences are located in these cities:
- Boston, Mass. (May 10)
- Newark, N.J. (May 23)
- Seattle, Wash. (June 7)
- Kansas City, Mo. (June 21)
- Sacramento, Calif. (July 24)
- Cleveland, Ohio (August 7)
#Infographic: Small Business Financial Fitness
Wednesday, April 11th, 2012
A recent infographic from intuit looks at some of the costs, finances and other money matters faced by small businesses. How does your business stack up?
Applying a Local Focus to Customer Service
Friday, April 6th, 2012
Some gems from around the web:
Anita Campbell at Small Business Trends looks at the current efficacy of advertising in your local paper, and determines that it can be “it depends on what you are selling and how you define your ‘local’ newspaper.” Campbell pulls this graphic from Street Fighting to illustrate what small businesses were attempting to do with their local marketing:
Read her article to get the full picture but consider this quote:
“…think of your local newspaper as not being the major-metro newspaper but the local community or suburban newspaper, where the audience is targeted, the ad rates lower, and the staff motivated to place your marketing message with more of a personal touch.”
.
Putting your own spin on “local” is at the heart of Matthew May’s article on OPEN Forum as well (which relies in part on Becky McCray’s wisdom, a great small biz thinker). One of his suggestions that resonates here at ARMA:
“Treat customers like community. Treating customers like community includes responding to their needs, even if the need is an entire underserved small town market, or for something less than you’re giving that market right now. Take software, for example: all your great online support and documentation may not be as helpful as a simple phone call to walk a customer through the basics.”
.
Drew Davis at tippingpoint labs picks apart some of the ways that simple logistics provides a pathway to customer service:
“…your logistics team, might only be a part of fulfilling orders after a purchase is made, much of the data they possess can be used to help streamline the path to purchase online. Since your logistics team knows your consumers so well, their knowledge can help you make buying easier for your consumers.”
.
VIDEO: “Why has customer trust become such a hot-button issue?”
Wednesday, April 4th, 2012
Ginger Conlon at 1 to 1 Media has some industry insider advice on what customer strategy questions your business needs to ask right now.
Below, our favorite: “Why has customer trust become such a hot-button issue?”
#Infographic: “How the Spring Thaw Affects Spending and Small Businesses”
Friday, April 27th, 20124/25/12 Customer Service Roundup
Wednesday, April 25th, 2012
Much of the collected wisdom on the internet dedicated to customer service that ARMA has been consuming recently (and previously) has been focused explicitly on the act of listening and responding to customers’ expressed wants rather than perceived ones.
Diane Helbig asks us to strengthen our listening muscle, the better to improve our relationships with customers and ultimately sales. What plays out is a situation where, “The sales person is so focused on sharing information about their product or service that they don’t take the time to ask questions and listen to the answers. Because of this, they don’t build a rapport with the prospect or help the prospect feel valued.”
Christopher Butler’s piece is focused more on marketing than customer service directly, but there are still pointers to be gained from his encouragement to teach rather than shout. It plays out in external communications, on our websites and in our meetings. His tips are universal:
- Slowing down
- Honesty
- Having integrity in the face of opposition
- Being honest to yourself
- Trying to own your own failings
Meikah at Custserv reminds us of the power that children make on their parents’ decisions. Check out her post for three ways to create “customer touchpoints through children.”
Jamillah Warner has come up with a couple customer service slogans worth paying attention to at Small Business Trends that she feels amount to “Say what you need to say to keep yourself inspired, but do what you have to do to keep yourself moving forward”:
- You Have To Get Your Hands Dirty: Do The Work
- Take action, But Don’t Hurt Yourself
Running your Business Through the Cloud
Friday, April 20th, 2012
Cloud computing, that is the practice of hosting more and more of our data on web servers rather than in our own physical offices, is clearly more and more prevalent.
Anthony Norris of FedEx extols the virtues of cloud computing over at OPEN Forum. In short, he identifies the benefits as being:
- Reduced Costs and Increased Scaleability
- Automatic Updates
- Remote Access
- Customization
- More Time to Focus on Customers
Read the full article to hear out his reasons.
Jon Jantsch at Duct Tape Marketing has a nice little post to go with his podcast about the actual cloud computing programs that he finds most useful personally, and was a nice reminder to look into what ZenDesk has to offer. His list is helpful for not letting the term ”cloud computing” scare you too much — many of the programs he suggests are ones you might already be using.
And for your eyes, this infographic on the future of cloud computing:
Green Business
Wednesday, April 18th, 2012
Spring is in the air, and many businesses are taking the oppurtunity to talk about ways to go green. With Earth Day around the corner, that doesn’t seem like a bad idea.
Keeping it local, Maryland’s Montgomery County has a number of events taking place in April as well as a number of initiatives highlighted in their business news section related to April’s focus on earth-friendly businesses.
If you have an Apple gadget at your disposal, apps like Verde might be a good tool for you as well. They can take the guesswork away from figuring out what steps would work best to reduce harmful impacts on the environment.
OPEN Forum posted several helpful articles on the concept of green business, with topics ranging from common misconceptiojns of going green, cost effective ways to bring in green practices and some of the most noteworthy recent green trends.
The conversation about the efficacy of green branding and marketing best practices is ongoing and should continue to be analyzed.
SBA-Sponsored Matchmaking Conferences
Friday, April 13th, 2012
We’ve talked before about the importance of teaming up to tackle government contracts…
The Small Business Administration has been hosting free “Mentor-Protégé Matchmaking Conferences” in a number of cities intended to pair up participants in its programs with larger businesses and graduates of their 8(a) program. The conferences also feature frank conversations on the benefits of teaming and the ways that such alliances can create valuable leverage for acquiring larger contracts.
Small disadvantaged businesses and 8(a) firms interested in attending must register at: http://sba.mybusinessmatches.com/buyers/generalinfo. Approximately 300 small businesses will be matched prior to their meetings based on their compatibility.
The remaining conferences are located in these cities:
- Boston, Mass. (May 10)
- Newark, N.J. (May 23)
- Seattle, Wash. (June 7)
- Kansas City, Mo. (June 21)
- Sacramento, Calif. (July 24)
- Cleveland, Ohio (August 7)
#Infographic: Small Business Financial Fitness
Wednesday, April 11th, 2012
A recent infographic from intuit looks at some of the costs, finances and other money matters faced by small businesses. How does your business stack up?
Applying a Local Focus to Customer Service
Friday, April 6th, 2012
Some gems from around the web:
Anita Campbell at Small Business Trends looks at the current efficacy of advertising in your local paper, and determines that it can be “it depends on what you are selling and how you define your ‘local’ newspaper.” Campbell pulls this graphic from Street Fighting to illustrate what small businesses were attempting to do with their local marketing:
Read her article to get the full picture but consider this quote:
“…think of your local newspaper as not being the major-metro newspaper but the local community or suburban newspaper, where the audience is targeted, the ad rates lower, and the staff motivated to place your marketing message with more of a personal touch.”
.
Putting your own spin on “local” is at the heart of Matthew May’s article on OPEN Forum as well (which relies in part on Becky McCray’s wisdom, a great small biz thinker). One of his suggestions that resonates here at ARMA:
“Treat customers like community. Treating customers like community includes responding to their needs, even if the need is an entire underserved small town market, or for something less than you’re giving that market right now. Take software, for example: all your great online support and documentation may not be as helpful as a simple phone call to walk a customer through the basics.”
.
Drew Davis at tippingpoint labs picks apart some of the ways that simple logistics provides a pathway to customer service:
“…your logistics team, might only be a part of fulfilling orders after a purchase is made, much of the data they possess can be used to help streamline the path to purchase online. Since your logistics team knows your consumers so well, their knowledge can help you make buying easier for your consumers.”
.
VIDEO: “Why has customer trust become such a hot-button issue?”
Wednesday, April 4th, 2012
Ginger Conlon at 1 to 1 Media has some industry insider advice on what customer strategy questions your business needs to ask right now.
Below, our favorite: “Why has customer trust become such a hot-button issue?”