Andy and I are privileged in our work to conduct a lot of one-time consultations with small businesses who need a push in the right direction and an action list to help them take their small business marketing to the next level and create a more remarkable and consistent customer experience.

We also have the privilege to work very closely, literally in the trenches, to develop, implement and then teach a small number of business owners how to execute marketing strategies and tactics as well as customer experiences that will grow their businesses for the long term. In these relationships, we seek to be game changers – revolutionaries – who encourage “drastic and far-reaching changes in ways of thinking and behaving” when it comes to small business marketing and small business customer experiences. (If you’ve been hanging around here a while, you’ll recognize that quote as the dictionary definition of “revolution” and the reason behind the name of this blog.)

Looking for a customer experience revolution for your small business? Here are TEN posts from the deep archives of this blog that I thought were worth a second (or third) look when it comes to helping you create a profitable customer experience. These posts are FULL of great ideas and tips for small business customer service and experience improvements. Your customer experience, after all, is the most critical element to the short and long-term success of your business. It is the linchpin to your success. Click on the tip to read a full blog post on the topic (and don’t forget to leave behind your comments and ideas on each topic!).

1. Make sure your front-line sales team knows how to do their job – and the importance of it.

2. Make keeping customers (customer retention) and getting new customer referrals from your happy customers a primary focus.

3. Don’t assume anything about your customers. They probably do NOT know what to do with your stuff.

4. It really does pay to understand your customer. Customer feedback is critical (a bonus post for this tip!).

5. Use great photography in your small business marketing.

6. Use lighting as a cheap and easy way to improve your customer experience and to market your business 24 hours a day.

7. Pay attention to the auditory aspect of your customer experience. It matters.

8. Make shopping with you more convenient for the time-crunched shopper – which is all of us.

9. Don’t forget that marketing doesn’t stop when the customer walks in the door – it’s really just beginning.

10.   Last but not least, here are a few more great ideas for improving your customer experience. A revolutionary customer experience is possible for your small business!

Want more? If you’ve been trying to figure out how to achieve that in your business or are looking for a small business revolution, community or non-profit organization, please get in touch with us – we’d love to hear from you.

Photo Credit: advencap

For all businesses and organizations, regardless of size, the experience that the customer has with your business from start to finish – from the moment they meet you via marketing or word of mouth until the moment they cease to be your customer – must be flawlessly consistent.

When small businesses pull off this hat trick of “consistency” especially well, they reap generous rewards on the bottom line. Consistency in a desired customer experience that makes your customers feel like insiders is a sure meal ticket to success – the magic formula that all businesses are looking for – and few achieve. A desired customer experience is one that is remarkably different (for a true understanding of “remarkable” – read some Seth Godin books), convenient, and most of all creates a simple, easy-to-understand and experience…well, experience.

What does consistency look like in small business?

Merriam-Webster.com defines “consistency” as “a condition of adhering together” and as an “agreement or harmony of parts or features to one another or a whole.” But this is the part I really like… Merriam-Webster says “specifically: ability to be asserted together without contradiction.”

That’s really the bottom line. Examine your business today and look for anything that might contradict the specific and remarkable customer experience that you want for your customers to get from your small business. Marketing is only one piece of that puzzle, but it is critical that everything from your social media messages (including the tone and frequency of your posts) to your visual advertising to your visual merchandising and in-store way-finding to your employees’ dress, attitudes, personalities, expertise and ability to serve the customer… to the shopping bags, the after-the-sale service and follow-up to the on-going e-mail marketing, customer loyalty and retention efforts to yes, most of all, the experience that you put forward through your 24/7 presence on-line through your web site and blog – it all must be CONSISTENT. It must go together without contradiction.

Customer experience

Are your employees confusing your customers? Does your marketing message contradict your in-store experience? Is your in-store experience confusing – do all of your sensory experiences not play together to make a “harmony of parts or features to one another or a whole” in your small business?

Then, when you’ve created a system of customer experience that is consistent – you must replicate that system of customer experience every single day. It is this repetition that will grow your business.

Set your sacred cows aside today and look at your business in an effort to banish inconsistencies and create systems and experiences that grow a consistent customer for your business. A great customer experience is not an optional exercise.

What are you doing today to improve your consistent customer experience?

Sometimes a project comes along that just warms the soul. Not long ago, Andy and I helped the new owner of a historic soda fountain as he sought to share the nostalgia and heritage of this landmark with a new generation – using New Media and Social Media tools. Recently, when meeting with the new owner, I found myself saying something that I say a lot:

“Customers are more loyal when they feel like an insider, and prospects are more likely to convert when they have ‘insider’ information.”

Similarly, several times a week, without fail, folks ask us about our lives… Usually the question goes something like this: “It seems like you are on the road ALL THE TIME… HOW do you do it?” Or, “How do you have time to do all of this?”

Really, the bottom line is that folks want insider information – they want a peak behind the scenes. And your customers want the same from you. As strange as it may seem, in this age of reality shows and YouTube (check out our channel), people really do care what happens behind the scenes at your business. I don’t think I’m that interesting, but who am I to tell you how to feel or what to be interested in? Or maybe, if you’re like me, it’s so refreshing to know that other people think or feel like I do. I believe “Insider Information” is a “needle-mover” when it comes to customer loyalty, word of mouth marketing and long-term success.

What are YOU doing to make your customers and prospects feel like “Insiders?” (Yep, go ahead, and leave a comment below. Seriously.)

In follow-up to the original version of this post, I got a note from friend and business owner Mandy Becker. I asked her permission to share her comments with you because I thought her feedback was so apt – it reinforces the message. Here’s what Mandy had to say:

I loved this!  I totally think the insider info think is critical!  The last three times I went to market, I wrote a blog about what it was like, what I was buying, etc. My customers loved it! They felt like they were part of the action! I have heard so many times, “Oh, I wish I owned a gift shop – what’s it really like? Do you love it?  What’s a typical day.” It is amazing how much people care about one another’s lives; I think we live vicariously through others in some way. Anyway – thank you!

P.S. I think I might even do a weekly blog post called “Insider Information.” Thanks for the idea – I hope it is okay if I use it?

How to make YOUR customers feel like insiders.

Where are the points in your customer experience that make a new customer feel awkward or out of the loop? Do some customers walk into your restaurant  or small business and know exactly what to do, what to expect, how to respond? Or do they struggle through certain points of the experience – or even getting in the door in the first place! Learn from your regulars – and find ways to make new customers feel equally comfortable. Sales and tips will increase accordingly.

In short, restaurants and hotels should encourage and train employees in STRATEGIC social media use because proper use of these tools will motivate personal responsibility, provide greater job fulfillment, and lead to improved employee productivity.

Connecting directly with customers makes your employees’ work more fulfilling leading to more loyal, passionate employees. If you’re the boss, you know that keeping employees happy, motivated and highly productive is your key to success. There is a myth circulating out there that says that social media will lead to lower productivity – I’m here to tell you that nothing could be farther from the truth. Employees with an inclination to be lazy will find a way to be unproductive whether they are allowed to use social media at work or not.

However, good employees will do the opposite and improve your bottom line. Our restaurant and hotel clients tell us they attribute larger and larger percentages of sales to social media each month, with the same team of human resources. Sales are made more quickly and in a shorter sales cycle. Sales are made when they’re needed. And employees are able to become more and more passionate about their positions – and create more and more value for YOU in their positions. Andrew, a General Manager at one of our client restaurants put it best when he wrote us the following about his social media experience after a training session with Andy:

“We have been doing the Twitter thing here, and I have to say I am quite impressed. As of now we have over 700 people following us on Twitter alone.

We want to create actual interaction with people instead of them just reading a post we pushed out there.

One of the things that we have done is put interesting facts out about us and our restaurant. ‘Did you know that Americans consume more ice cream per person than any other nationality?’ These are great because they spark interest in a way towards us and our brand.

Another thing that we have done is doing trivia about our restaurant. One question sparked 20+ people interacting and commenting. People were even cross commenting to people that got the answer wrong. That is amazing because we created buzz about us by asking just one question. We tried this again with a free scoop of ice cream ($2) to the first person who could tweet back with an answer. Again the same thing happened.

The coolest part is the fact that people are ACTUALLY interacting with us! We have even gone through and posted pictures as well. GUESTS love that! Whenever we post a picture of something that is NOT pizza or ice cream, we usually get back comments like, ‘Ohh… I never knew you all could do Sea Bass’ and ‘Wow… that Shrimp looks amazing.’

I think the key to this is to have fun with it. It really is not that hard and is not that time consuming. Just think about it on a slower Saturday night if you post ‘We’re officially OFF THE WAIT.’ Could this bring in any extra revenue on an already slow night? Maybe…”