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Taking Care Of Your True Love – Your Customers

The month of February is the month of LOVE.  It is a time to show how much you care about and cherish those closest to you, by doing something special, personal and heartfelt. Like with personal relationships, businesses should be taking a similar position with their customers.

Businesses are always trying to find creative ways to reach, serve, and engage their customers.  But they sometimes make the mistake of attempting to accomplish this through tactics and strategies that their competitors are already doing, when they should instead be simply focusing on the little things that make the difference and that capture the attention, commitment and hearts of their customers.

In that spirit, we want to encourage you to find ways to demonstrate that you genuinely value, appreciate, and care about your customers, beyond providing your expertise.

In this first of a three-part series, we explore some foundational tips, ideas, and suggestions for showing true love to your customers:

1) Be reliable
Deliver your products/services in a timely manner, and do what you say you will do; without trust, the love can’t be established.

2) Solve problems and provide solutions… promptly and quickly
After all, that is what you are ultimately being paid to do.

3) Make it easy to do business with your company
Your customers are seeking solutions and results from your company; do not make them do the work and become a source of anxiety or frustration for them.

4) Be genuine
Never, ever pretend to be something you aren’t; customers will eventually see your true colors and their trust in you will be diminished.

5) Be professional, but be comfortable showing your lighter side
Customers want to know they are dealing with real people like themselves; after all, people do business with people, not buildings and services.

6) Be accessible
Make sure your customers can reach you or someone from your team when they need to. Prompt response time is a key differentiator between satisfied and unsatisfied customers.

7) Always be available
Never tell a customer you are too busy to help them or meet their needs; they want to feel special and important, so treat them as such.

8) Operate from a position of integrity
Uphold and protect the trust you earned when the relationship was established by keeping your promises and commitments.

9) Listen to your customers… really listen
Don’t just do the work you were hired to do; take the time to know your customers’ goals, concerns, needs and wants and incorporate those into your services and deliverables.

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Organic Social Media Management

Learn how to effectively use social media to build your brand and cultivate a loyal fan base.

This consultation includes the following components:

Interview: Element212 will review:

  • Your current social media platforms
  • Competitive analysis
  • Target market analysis

Recommendations:

  • Social media posting strategy
  • Content overview strategy
  • Strategy evaluation
  • Develop followers
  • Tools & Resource recommendations
  • Quarterly review
  • Consistent branding across social media platforms

Search Engine Optimization (SEO)

Learn how to optimize your website and improve your website’s ranking in search engines such as Google.

This consultation includes the following components:

Approach: Element212 will provide:

  • Keyword selection strategy
  • Step-by-step instructions to maximize on-site optimization for your content
  • Tips on where to place and link keywords on your website
  • 2 high-quality backlinks

Recommendations: You will receive:

  • An actionable strategy for improving on-site and off-site SEO
  • 3 & 6 month check in and recommendations

Full Brand InsightsTM Research

Duration: 7-9 Weeks

We’ll take an in-depth look at your brand, communications & buyer’s journey to devise a comprehensive marketing strategy that works.

This consultation includes the following components:

Interview: One-on-one interviews with team members & customers or clients to uncover:

  • Company S.W.O.T.
  • Company Goals
  • Internal/external perspectives
  • Brand perception gaps
  • Customer persona
  • Differentiators
  • Internal & External expectations
  • Customer buyer’s journey
  • Perceived value and benefits
  • High value

Survey: Online customer & team surveys

Analysis: Current marketing audit

  • Marketing Collateral
  • Website
  • SEO
  • Content

Report & Recommendations: In-depth overview of your customer’s and team member’s brand perceptions along with a comprehensive marketing strategy and a Gantt timeline for the following:

  • Integrated marketing communications
  • Ongoing marketing messaging
  • Website audit
  • Brand positioning
  • Digital advertising

General Marketing Strategy

Duration: 14 days

Ready to step up your marketing? We’ll identify opportunities and develop a plan that capitalizes on those findings.

This consultation includes the following components:

Interview: Half-day team interview to uncover:

  • Company growth goals
  • Company S.W.O.T.
  • Brand expectations & voice
  • Company differentiators

Survey: Online customer & team surveys

Analysis: Current marketing audit

  • Marketing Collateral
  • Website audit
  • SEO audit
  • Content audit

Report & Recommendations: Data gathered to bridge the gap between customer & company perspectives with insights to shorten the sales cycle. This report includes marketing strategy recommendations and a Gantt timeline for the following: Website Social media Print marketing Digital advertising Public Relations

Agile Brand InsightsTM Research

Duration: 5 days

We’ll take a look at your brand and identify opportunities for the advancement of your marketing efforts.

This consultation includes the following components:

Interview: Half-day team interview

Survey: Online customer & team surveys

Analysis: Current marketing strategy

Report & Recommendations:
High-level overview of your customers’ & team members’ brand perceptions along with marketing strategy recommendations and a Gantt timeline.

Buyer's Journey Research

Duration: 3 days

We’ll help identify your customers’ buyer’s journey and how you can influence their purchasing decisions.

This consultation includes the following components:

Interview: Up to 10 customer interviews

Survey: Online quantitative customer survey

Analysis: Secret Shopping (when applicable)

Report & Recommendations: Insights into the decision-making process your customers go through when researching, considering, and ultimately deciding where they make their purchase. This report also includes marketing recommendations along with a Gannt timeline.

Internal Team Communications

Duration: 7 days

Let’s take a look at your team’s internal and external communication processes and identify opportunities for improvement.

This consultation includes the following components:

Interview: Half-day team interview

Survey: Online anonymous team survey

Analysis: Secret shopping (when applicable)

Report & Recommendations: Insights report showing gaps and opportunities for internal communications & processes and marketing recommendations with a Gantt timeline.