Tag Archive for: Business Growth

Unlocking the Secrets of Customer Retention: Strategies to Keep Your Customers Coming Back

Customer retention is not just a nice-to-have; it’s a critical aspect of sustainable success. In an increasingly competitive marketplace, where acquiring new customers can be costly and challenging, retaining your existing customers is a game-changer. So, let’s delve into the secrets of customer retention and discover practical strategies that will make your customers stick around for the long haul.

Understanding the Value of Customer Retention

Having worked with dozens of business owners across various industries, I understand the importance of customer loyalty and how it can transform your business. So, let’s embark on this journey of customer retention and discover strategies that are simple yet effective.

Nurturing Existing Customers: Your Business’s Hidden Goldmine

When it comes to growing your business, don’t overlook the goldmine that lies within your existing customer base. These loyal customers are more likely to make repeat purchases, refer others to your business, and become your brand advocates. By focusing on customer retention, you can tap into their immense value and boost your bottom line.

Measuring Success: Key Metrics for Customer Retention

To gauge the effectiveness of your customer retention efforts, it’s essential to track the right metrics. Keep an eye on customer churn rate, repeat purchase rate, and customer lifetime value. These metrics will provide valuable insights into the success of your strategies and guide your decision-making process.

Let’s use an example of a dance studio called “Twinkle Toes Dance Academy to explain each of these three metrics.”

Customer churn rate: Customer churn rate is the percentage of dance students who stop attending classes at your studio over a specific period of time. For example, if Twinkle Toes Dance Academy had 50 students at the beginning of the month, but by the end of the month, 10 of them did not continue their enrollment, the customer churn rate for that month would be 20%.

Repeat purchase rate: Repeat purchase rate is the percentage of students who continue taking dance classes at your studio for multiple sessions or terms. If Twinkle Toes Dance Academy had 100 students in a term, and 70 of them enrolled for the next term, the repeat purchase rate would be 70%.

Customer lifetime value: Customer lifetime value is the total value a dance student brings to your studio over the entire duration of their enrollment. Let’s say the average student at Twinkle Toes Dance Academy pays $100 per month and stays with the studio for 2 years. The customer lifetime value would be $100 x 12 months x 2 years = $2,400.

The goal is to increase our repeat purchase rate and customer lifetime value, while keeping the customer churn rate at a minimum.

Building Strong Relationships with Your Customers

The long-term success of a business is a reflection of the relationships it has with its customers.

Personalisation: Creating Memorable Experiences

Customers appreciate a personal touch. Take the time to understand their needs, preferences, and pain points. By segmenting your audience and tailoring your communication and offerings accordingly, you can create experiences that resonate with each customer on a personal level.

Going Above and Beyond: The Power of Exceptional Customer Service

Delivering exceptional customer service is a game-changer in customer retention. Train your team to provide prompt, empathetic, and proactive support. By exceeding expectations, you create a positive impression that lingers in the minds of your customers, fostering loyalty and trust.

Rewarding Loyalty and Encouraging Repeat Business

Loyalty Programs: Incentives that Delight

Implementing a well-designed loyalty program can keep your customers coming back for more. Offer rewards, exclusive discounts, and special perks to thank them for their loyalty. These incentives show appreciation and make customers feel valued, strengthening their connection with your brand.

Exclusive Treats: Making Customers Feel Like VIPs

Go the extra mile to make your loyal customers feel special. Offer exclusive offers, early access to new products, or personalised recommendations. By making them feel like VIPs, you create a sense of exclusivity and deepen their emotional connection to your brand.

Engaging Your Customers for Long-Term Success

Crafting Compelling Email Campaigns

Email marketing remains a powerful tool for customer engagement. Create engaging campaigns that provide value, such as personalised content, exclusive promotions, and helpful tips. Through regular communication, you’ll stay top of mind and foster ongoing relationships with your customers.

Building a Vibrant Social Media Presence

Social media offers endless opportunities for customer engagement. Cultivate a strong presence on platforms relevant to your audience and actively interact with them. Respond to comments, address concerns, and share valuable content. By building an online community, you foster authentic connections and strengthen customer relationships.

Listening and Adapting to Customer Feedback

Gathering Insights: The Power of Customer Feedback

Your customers hold valuable insights that can shape the future of your business. Encourage them to share feedback through surveys, reviews, and direct communication. These insights will provide guidance for improving your products, services, and customer experience.

Taking Action: Implementing Customer Feedback

Collecting feedback is only valuable if you take action based on the insights gained. Actively address concerns, make necessary improvements, and communicate these changes to your customers. By showing that you value their feedback and act upon it, you build trust and loyalty.

By implementing these strategies and nurturing strong relationships with your customers, you’ll unlock the true potential of your business. Remember, customer retention is not just about transactions; it’s about building lasting connections and creating loyal brand advocates. Embrace the power of customer retention, and watch your business thrive in the hands of satisfied and devoted customers.

Ready to take your business to the next level? Schedule a free growth strategy session with me today! Together, we’ll develop a tailored marketing strategy that suits your unique business needs and helps you achieve sustainable growth. Let’s embark on this journey of customer loyalty and unleash the full potential of your business.

4 Smart (Not So Obvious) Ways To Grow Your Business

Business Growth Hacks, Marketing, Productivity

David Lee-Schneider Marketing

In essence, there are only three ways to grow your business. Increase the number of customers, increase the purchase frequency, and increase your average transaction value. However, there are a number of not so obvious ways to increase sales and make your business more profitable. Here are four of them. Ready? Then let’s go!

1. Automate processes to increase efficiency and reduce cost

Today, there are thousands of tools out there to help you automate repetitive business processes. Simply automating a few things can help you significantly reduce wages and free up valuable time. When looking for ways to grow our business, we often overlook areas that don’t directly contribute to your profit. Here are a few things you can automate quickly and easily that could put money back in your pocket.

Social Media Posts
Invoicing
Email Marketing
Online Advertising
Lead Generation
Sales Processes & Follow Up
Internal Task Management
Review Management

Tools like Zapier and Integromat can help you connect various services and software to make processes even more efficient.

Some examples:

When you have a new lead -> automatically add a contact to a list -> then send a follow-up sequence
After a customer makes a purchase for the second time -> send an invitation to review on Facebook
When a purchase is made on your website -> automatically create an invoice in Xero

2. Launch a re-targeting ad campaign

Many business owners already use ads to attract new customers and generate new business. However, if you only run direct ads, you are missing out on a huge chunk of potential customers by ignoring this simple strategy. Re-targeting ads are a powerful tool that allows you to show specific ads to people who have already interacted with your content in the past, adding continuity to your customer experience and significantly increasing the chances of turning them into customers.

Se if you can offer them something of value in relation to certain pages or blog posts they have visited on your website.

Example: A yoga studio might show a re-targeting ad for a free yoga pass to people in their area who have read blog posts on the benefits of yoga on their website. When people see the ad, they can enter their email address to claim the free yoga pass and automatically be subscribed to an evergreen campaign. (See next point)

3. Stop focusing on one-off promotions and develop an “Evergreen” campaign instead

The majority of business owners think of marketing and promotions in terms of one-off activities. It might look something like this:

January -> Promotion #1
February -> Promotion #2
March -> Promotion #3

While this might work well, it also requires you to continuously come up with new promotions, which can be exhausting and feel like you’re always running behind.

Instead, create an “evergreen” funnel that sends new leads or customers a series of pre-designed offers from the moment they join your list. Then keep adding new offers to that sequence. Over time, this strategy allows you to develop a marketing machine that continuously produces sales without ever having to worry about what your next promotion is going to be. You just need to make sure that offers in that sequence are timeless and not seasonal.

All you need is a good email automation tool, like Mailchimp or ActiveCampaign, and there are many more options available.

4. Make Partnerships “evergreen”, too

Partnerships and joint ventures with other businesses that complement yours is a powerful strategy. You might have already partnered with another business in the past to run a one-off campaign promoting your products or services. Maybe you’ve asked the other business to hand out vouchers to all their customers.

See if you can turn this strategy into an evergreen campaign, too, like in the previous example. Look for businesses that already have an evergreen funnel and see if they are happy to plug your offer right into it, while you can do the same for them.

Example: One of my clients owns a massage clinic, while another owns a yoga studio. I got both of them to add an email to their existing evergreen sequences promoting the other business. Now, everyone who receives a massage at the massage clinic also receives a complimentary yoga gift card, and everyone who joins the yoga studio receives a discount voucher for a massage a month later.

There you have it. Four (not so obvious) ways to grow your business over the next few months. All four are “set and forget” strategies that you only have to set up once and will benefit from forever.

3 Simple Metrics With The Power To Transform Your Business (And How To Track Them)

Business Growth Hacks, Marketing

David Lee-Schneider Marketing

Today, it’s easier than ever to collect vast amounts of data in our business. There are many low-cost POS (point of sale) systems out there with some fantastic reporting features that you can take advantage of to help you grow your business and make better management decisions.

And if you think data and metrics are boring, I want to encourage you to reconsider. Because once we know what to look for, these numbers can become very exciting!

For small business owners, every dollar counts, which is why it’s so important to track our progress and keep an eye on various metrics. Of course, there are countless metrics we can measure, some more important than others depending on the type of business you are operating.

But let’s keep it simple for now with these three metrics that have the power to completely transform your business. If you know you could do better when it comes to numbers, they will provide a great starting point.

Average Transaction Value (ATV)

The average transaction value (ATV) is pretty self-explanatory. It gives you the average of how much your customers spent per transaction on average. Simply by focusing on increasing our ATV, we can change the entire course of our business.

How to calculate Average Transaction Value

Simply divide your total sales on any given day by the total number of transactions on the same day.

Example:
$5000 turnover / 100 Transactions = $50 ATV

We can increase our ATV through:

Upsells (“Would you like to make that a large?”) and
Cross-sells (“Would you like a camera bag to protect your new camera?”

No matter what business you’re in, there is always something extra you can offer your customers. Let’s take the above example and assume we trade for 340 days per year. If we increased our ATV by just 5% (i.e. by $2.50), our daily turnover would go from $5000 to $5250.

Doesn’t sound like much, right? Well, by the end of 340 trading days, we would have increased our turnover by $85,000. Not a bad result with a few upsells.

What upsells, cross-sells and package deals could you offer in your business?

Customer Lifetime Value (CLV)

The Customer Lifetime Value indicates how much the average customer is worth to our business over the course of their patronage. It’s a simple metric with big implications and one that’s often overlooked by small business owners.

Knowing the lifetime value of a customer is a crucial part of understanding how much is reasonable to spend on acquiring a new customer. Measuring CLV is also a good way to determine whether your business is taking full advantage of its customer relationships.

In many, if not most cases, it costs less money to increase revenue from existing customers than it does to acquire new ones. Still, most business owners are more focused on acquisition than retention.

How to calculate Customer Lifetime Value

CLV = Average Transaction Value * Customer Frequency * Average Customer Lifespan

Example:
$50 Average Transaction Value * 1 purchase per month * 12 months average retention = $600 CLV

Your CLV will determine how much we can afford to spend on acquiring a new customer and subsequently, which marketing channels make sense for our business.

How much is a customer worth to you? How much do they spend each time? How often do they visit? And how long do they stay your customer? Improving each of these 3 variables will have a huge impact on your bottom line.

Cost of Customer Acquisition (CAC)

What does it cost you to acquire a new customer? While the importance of knowing the cost of acquiring a new customer is obvious, surprisingly a lot of business owners don’t pay as much attention to this metric as you’d expect them to. Keeping customer acquisition costs top of mind can benefit your business in numerous ways.

For starters, many companies spend more than they estimate on customer acquisition, and in many cases, they continue to invest in marketing channels that make little sense given the lifetime value of their customers.

How to calculate Cost of Customer Acquisition

CAC = Total Ad Spend / Number of New Customers

Example:
$500 Facebook Ad Spend / 50 New Customers = $10

If our Customer Lifetime Value is $600, it makes sense to spend $10 to acquire a new customer. However, if our CLV would only be $20 we might need to look for a new strategy to acquire new customers or first focus on increasing your Average Transaction Value, Purchase Frequency and Retention Rate.

What metrics have you tracked that have helped you grow your business and make better decisions in your marketing?

10 Changes You Can Make to Improve Your Business Dramatically

Business Growth Hacks, Mindset, Productivity

David Lee-Schneider Marketing

Every business owner wants their business to thrive. But to Improve your business, you can’t just rely on sheer luck. There are certain fundamentals of running a business that simply can’t be skipped. Here are a few changes you can make to running your business to dramatically improve performance and push you to the top of the pack.

1. Giving Back to Improve Your Business

While this may sound a little counterintuitive, one thing you can do to improve your business is to give back. Ensure you have a life mission reflecting your need to make a difference in the lives of others. Money should not be the main motivation because it’s usually a non-monetary purpose that will help you keep going during challenging times and bring you the self-satisfaction, and happiness that you are looking for. Giving back to your local community will also increase support for your business. What are some ways in which you can give back? Can you contribute to a good cause? Donate products or services? Provide guidance to other local businesses?

2. Practice Physical Activity

This may not seem business-related, however, engaging in physical activity is one of the best ways to improve your quality of sleep, boost brain chemistry, become more creative, and clear your mind. It also helps to boost your longevity, happiness, and health. This will have a direct effect on how you think and operate your business, so you can be more productive in growing your business.

3. Self-coaching

When we think of coaching, we usually think of being coached by someone else. But becoming your own coach and maintaining a positive inner dialogue can be one of the most significant changes you’ll ever make in your life. It’s easy to slip into negative self-talk and go down the slippery slope of self-blame and self-pity. But if we want our business to be successful, then we need to develop a positive outlook on things, become our own best friend and coach ourselves through the tough times.

4. Be Willing to Do What It Takes

True success rarely comes without sacrifices. So, make it a habit to show up every day. Commit to the long haul and be willing to devote your energy and time to work toward your goals. Identify time-consuming distractions that take your focus away from your business and life. Do at least one thing every day to move you closer to your goals. Of course, in order to do so, we need to first get clear on what our goals are. Click here to learn how to write a business vision to gain clarity and motivation.

5. Love What You Do

I’ve found that the most successful business owners I work with have dedicated their lives and businesses to what they do best and love most. As a result, they create wonderful businesses that bring joy and add value to their customers. Are you creating a business that you truly love or are you merely focused on making an income? The good news is, it’s possible to do both!

6. Start a Journal

Another thing you can do to improve your business is to start journaling. Regularly write down your thoughts and ideas, so you can translate them into tangible form. Writing offers us a different perspective on our desires, our current state, our goals and helps us reflect on our mistakes. Don’t just get busy going down the wrong path. Make time to reflect and redirect your efforts to ensure you arrive at a place you actually love.

7. Improve your Business by Making Lists

Lists are amazing. They help us capture goals we want to accomplish and stay on track when we feel a little lost. Learn to work with different lists for the upcoming day, week, month, and year. Be sure to prioritise the items on your lists, so you can allocate your time and effort to what’s most important to you at any given time. When we write down our dreams and desires we turn them into goals, which significantly increases our chances of actually achieving them.

8. Learn to Listen

Listening is an important skill in business. Whether it’s our customers, partners or the people we work with, actively listening will offer us a deeper understanding to ultimately make better decisions. Regularly collect honest customer feedback to truly understand their needs and tweak your business accordingly. Learn to use their language, rather than jargon. No one wants to buy from someone they don’t understand.

9. Practice Clearing Your Mind

As business owners, we often have to wear multiple hats, which can become quite overwhelming at times. It’s important to make time to clear our minds every now and then to stay focused. Learn to make quick decisions that are conclusive to avoid cluttering your mind with unfinished business. The habit of constantly delaying our decision-making can have a huge impact on our well-being. While it may not always possible, try to make it a habit to never leave work without a clear mind. Lots of small unfinished decisions can quickly build up and prevent us from focusing our energy and headspace on the truly important ones.

10. Find Ways to Leverage Your Time

Lastly, find ways to make better use of your own time. Just because you do something better than anyone else, it doesn’t mean that it’s the best use of your time. Today, many business and marketing processes can be completely automated. In his book ‘The Four Hour Work Week‘, Tim Ferris suggests we delegate any tasks we can to free up our own time and headspace. But before delegating any tasks, we should see if it’s possible to automate them instead. Automation allows us to save vast amounts of time and significantly reduce operating costs. Automation not only helps us simplify running our business but also be more profitable.

As a marketing consultant, I help business owners to automate all of their marketing activities, so they can focus on running their business without worrying about where new customers are going to come from. If you would like to have a chat about how you can grow your business faster and more effectively, book a free strategy call with me here.

Seven Things to Emulate from Successful Entrepreneurs

Business Growth Hacks, Mindset, Productivity

Have you ever wondered how some entrepreneurs get so much work done in a single day? It can even leave you wondering what it is you are doing wrong when apparently we all have the same 24 hours as Richard Branson or Oprah. For starters, working smarter and harder may not be the formula for success after all, which leaves you wondering what is. Here are 7 ways in which successful entrepreneurs do so well to make sure they get to the top.

1. Successful Entrepreneurs Love Their Work

A smart and successful entrepreneur is in his or her element when doing work they are passionate about. Inspiration and passion are very powerful when combined and the only way you can do excellent work is if you love what you do. Find something you are passionate about and stick with it regardless of distractions or being sidetracked.

2. Successful Entrepreneurs are Focused

Smart entrepreneurs know to stay focused and have a clear vision of what they want, which helps to actualize this vision. Visualization is quite powerful because it is not simply about seeing what you want but also about feeling them. Smart entrepreneurs feel what it is like to be at the top and not the journey it will take to reach there. They view their journey as one that embodies greatness while transporting them towards their destiny. Smart entrepreneurs connect with their visions daily through meditation, quiet walks, mantras, or vision boards, whatever works.

3. Successful Entrepreneurs Set Realistic Goals

It is great to have big goals but they can be harder to achieve. Smart and successful entrepreneurs accept their current position and start with smaller steps while maintaining focus on the ultimate vision. It is easier to achieve your goals when they are broken down into workable phases such as weekly goals or 3-month challenges. Establish daily activities that are relevant to taking you closer to your goals.

4. Successful Entrepreneurs Have a Deep Desire to Succeed

Smart entrepreneurs have the drive to achieve their goals and succeed at what they do. It is what sets successful entrepreneurs apart from the rest of the crowd. This hunger fuels them and keeps them energized to push their businesses to the top.

5. Successful Entrepreneurs Keep Learning

Successful entrepreneurs rarely stay the same as they were when they started out. It is important to invest in developing your business and yourself so you can become a successful entrepreneur. Their passion to grow, expand their businesses, and learn, is naturally in their blood. You can learn through seminars, summits, coaching, books, programs, or furthering your education. You can also learn from entrepreneurs who have gone before you on ways to develop and grow your business to help you also become a source of inspiration.

6. Successful Entrepreneurs Have Mastered Their Minds

Mastering your mind is perhaps the most important way to keep growing. You will not be able to flourish and expand until you become comfortable doing things that challenge you. Your thoughts have the power to become a reality as long as you gain some perspective on them and speak positively to yourself. Face your fears head on so you can move on to greater things.

7. Successful Entrepreneurs Network with Like-Minded People

Smart entrepreneurs choose their company very carefully and they have great support from like-minded people who offer inspiration and keep them accountable. Surrounding yourself with like-minded individuals is a surefire way to drive your business towards greater heights.

If you are looking to join a network of like-minded entrepreneurs, check out Entrepreneur Network Australia – a website that features hundreds of helpful articles with tips on how to better grow and operate your business. Be sure to join their Facebook group to join the conversation!

Five Things That Your Business is Overspending on (and How to Fix It)

Business Growth Hacks, Marketing, Mindset, Productivity

Every coin you waste in your business is precious and can be directed towards improving services and products, or reaching more customers. Most companies face the problem of funneling their money towards irrelevant expenses and often it is because they do not take time to reassess their way of “doing things”. If you keep doing the same things over time simply because you have been doing them this way, you could be wasting a significant amount of money. Here are some of the areas in which businesses spend too much money and how you can fix it.

1. Hiring More Employees than Necessary

Today’s era is one of independent contractors and virtual assistants, so businesses do not need to hire salaried full-time staff to deal with daily tasks. Businesses can outsource these duties to freelancers who can work on a per-project or hourly basis. Your business needs to monitor their salaried workers constantly to make sure their positions genuinely require a full-time employee and only add new positions when the workload calls for it.

2. Indirect Marketing Campaigns

Data analytics have come to play a significant role in everything that businesses do and any company that fails to measure its marketing efforts can find itself left behind. Before purchasing paid advertising or posting on social media, ensure you monitor how your efforts are faring on first. The results of your current email blast could affect your decisions on future marketing campaigns for a long time so it may be worth it. Each dollar you spend could bring in more money for your business.

3. Failing to Monitor Business Expenses

Wining and dining your prospects or clients can be essential for a growing business but you should watch out for those fancy eateries (yep, I know). You could be spending more money than you need to in this area if you do not pay close attention to things. There are various expense- monitoring apps available to help you keep track of your business expenditure. If you are using professional accounting software, like Xero, you can also pull reports at different intervals to show you where exactly your money goes.

4. Is Your Business Overpaying?

If you do not hone your negotiation skills, you may end up spending more money than is required on equipment, supplies, office space leases, manufacturing, and other resources you use to run your business. Learn how to negotiate with your vendors so that you can save money which can be directed toward business growth. You probably spend a lot of time negotiating with your clients to make sure you get the best prices for your services or products, so why not use the same skills on your budget expenditure? Use the 80/20 rule to identify which 20% of your business expenses have the biggest impact on your overall expenditure.

5. New Technology

Businesses usually feel that they should invest in the most up-to-date technology, be it operation management software or devices to help them utilize this software. In addition to spending too much money on software and devices, you could also be investing in building a better marketing foundation and building systems that will allow you to scale your business.

As an independent marketing consultant, I help business owners to design and implement cost-effective marketing strategies that more than pay for themselves. If you are looking for a way to scale your business reliably, using proven strategies, I look forward to having a chat.

To your success,

6 Lessons About Growing Your Business You’ll Learn From Superheroes

Business Growth Hacks, Marketing, Mindset

Can superheroes really teach you any valuable lessons about growing your business?

The world has been blessed with a stream of several top superheroes over the years. From Wonder Woman to Iron Man, Firestorm, Superman, Spiderman, and Thor, there is a long list of superheroes to choose from. There are many lessons we can learn from your childhood idols

They entertain us. They also help us to understand more about ourselves. They remind us of some wonderful lessons regarding humanity that we may have forgotten due to the pressures of life.

However, superheroes can also teach us some valuable lessons about growing our businesses.

Here are 6 lessons about growing your business you can learn from superheroes

1. Staying true to our aspirations and beliefs

We are likely to forget or abandon our aspirations and beliefs from time to time. However, a close look at these superheroes shows us that we don’t have to go down that route. Pursue what is right for the business until the end, even if nobody else has the same belief in it.

2. Take your power seriously

Superheroes have a lot of power. They also have a lot of responsibilities hanging over their shoulders. Remarkably, they show an uncanny ability to use their power well. They take what they do seriously and so should we while running and growing our businesses.

3. Be ready to make difficult decisions

A close look at any superhero shows that they struggle to make decisions. The weigh each decision’s pros and cons. Sometimes they fail and other times they succeed. What they are very good at though is the ability and willingness to make difficult decisions.

Any person who desires to run a business needs to be prepared to make some uncomfortable decisions, too.

More importantly, making difficult decisions helps us to know our values better! We can all learn from this Harvard Business Review article about making tough decisions.

4. Never be afraid of asking for what you want

Anyone who runs a business also does a lot of asking. We ask for information. We ask for data. We ask clients to give us feedback. We ask clients to buy our products and services. Superheroes are never afraid of asking.

Never be afraid to use marketing automation apps to help the business expand.

We can’t grow any business if we are afraid of asking for help or stating what we want.

5. Stay focused on the most important tasks

Superheroes assume a new aura when pursuing specific goals. They allow nothing to distract them. Entrepreneurs also have to develop such an attitude. It’s important that we stay focused on the areas of our businesses that perform exceedingly well while ignoring distractions. This is just one of the lessons about growing your business you can learn from them.

6. Don’t wait until you feel ready, start now

It’s normal for us to wait until we feel ready to do what we ought to do. That may not be an effective way of growing a business. Superheroes never wait until all conditions are perfect to do something. They get up and do whatever is required now.

There’s no perfect time. Do whatever has to be done NOW!

If it’s digital marketing, embark on it right away! I’ll help you. Let’s have a chat to find out where you’re at and what you need to transform your marketing.

What lessons about growing your business have you learned? Let me know in the comments below.

To your success,

References