Your best clients aren't dependents—they are partners. If you play your cards right, they become something even more powerful: advocates.
With 84% of B2B decision-makers starting their buying process with a referral, turning that silent satisfaction into vocal advocacy isn’t just "nice to have"—it’s the most efficient code you can write for your revenue growth.
You’re crushing your SLAs. Your uptime is 99.99%. You saved the client from a ransomware attack last Tuesday, and they didn’t even know it happened. Yet, when you look at your sales pipeline, it’s disturbingly quiet. Why aren't these happy clients shouting your name from the rooftops?
The truth is, satisfaction is passive. A satisfied client pays their bill and doesn't complain. However, if you want to grow your business as a managed service provider without spending a fortune on cold ads, you need to move them from “satisfied” to “engaged.”
Without an understanding of its unique and nuanced client acquisition and retention process, no business—especially a managed IT service provider—is going to find business growth optimally attainable. MSPs especially need to have a structured approach to nurture prospects from the awareness stage of the marketing funnel to become fully-fledged, long-term partners.
One process that greatly helps this endeavor is the use of customer journey mapping.
It’s one thing to attract new people to your business initially… it’s quite another to keep their interest over time and cultivate a professional relationship with them. As such, it is important that you look beyond pure engagement… past the sizzle, so to speak… when communicating with your audience.
You also need to consider how you should follow up on your engagement efforts to reach a sale and how to keep these new clients engaged with your services and interacting with you long afterward. Let’s discuss a few strategies you may consider in your attempts to do just that.
There is an old saying that says, “the fortune is in the follow-up.” The saying is actually pretty accurate. Follow-ups have the potential to influence a customer’s overall experience with your company. How frequently you follow-up and the quality of your follow-ups can be beneficial - or detrimental - to your MSP’s long-term success.
It shouldn’t be surprising to think that your prospects—or even businesses you already work with—aren’t going to take you at your word that you and your services are the best option for their needs… as easy as that might make things. No, the hard truth is that you need your marketing to communicate the value your business and its services offer. Let’s go over a few ways you can ensure it does.
If you want long-term success for your business, you need to foster brand loyalty among your clients. The final part of our three-part blog series will walk you through doing just that, by turning your satisfied customers into delighted ones.
In the previous part of this three-part blog series, we discussed the levels of customer satisfaction and how to identify customers who are at the dissatisfied stage. In this blog, we will go over how to turn a dissatisfied customer into a satisfied customer.
A business is made up of people. And, people make mistakes. Further mistakes can result when technology issues start to arise on your end. There’s not too much you can do in regards to stopping all mistakes before they happen. But, there’s a lot to be said about what you do once that mistake reaches your customer base.
It is now officially summer, with June 20th comfortably behind us. What have you planned for your business’ marketing, particularly as COVID-19 eases its grip on society even further? Let’s consider how you may consider marketing your business in the coming months, and how these strategies should shift.
Email marketing is a great tool for B2B marketers to take advantage of due to its flexibility and ease of use. Specifically, it can be a great tool to use to stay connected during holidays throughout the year.
When it comes to your business’ marketing, there’s one group who knows what works (and what doesn’t) better than anyone else: your audience. As a result, their feedback is some of the most important for you to hear. The best way of finding out what this group is thinking is to ask, and it just so happens that there are many ways for you to do so.
Your customers are the lifeblood of your business. You need them to keep your business afloat.To do so, you need to understand things from their perspective. What are their business needs? What product and service solutions are they looking for to solve those needs?
This phrase may sound familiar to you: “You don’t get a second chance to make a first impression.” There have been countless psychological studies that have shown how important it is to put your best foot forward when you first meet someone if you want to leave a positive, lasting impression.
To grow as a business, you have to bring in new clients. And, while this is true, your focus shouldn’t only be on building new relationships. You also need to dedicate resources to ensuring that your current customers continue to do business with you.
As any business owner would tell you, a satisfied client or customer tends to be a loyal client or customer. The right marketing initiatives and activities can help to maintain that satisfaction, which is a crucial element in business. In today’s blog, we’ll review why it is so important to nurture your customer/client satisfaction, as well as how to measure it.
As we’ve discussed before, marketing best practices state that utilizing your marketing to touch upon your audience’s pain points a total of 27 times will likely result in them signing on. While onboarding new clients is indeed a good thing, it is even better to retain them after their initial service has been completed. After all, it’s hardly worth all the trouble to claim a new client just to have them leave after one deal.
As the old saying goes, “If you can’t say anything nice, don’t say anything at all.” However, it may sometimes seem that your clients could use a refresher course in this virtue, especially while they provide feedback into your services. However, if you put it to the right use, even the harshest criticism can be used to help out your marketing efforts.
When it comes to providing the highest quality customer service for your clients, regular business reviews should be one of the top items on your to-do list. Business reviews are meetings, most commonly held quarterly, during which representatives from a service provider and a client discuss their current IT situation and plan how technology might be used in the future to improve business operations. A quarterly review will evaluate the progress of longer projects and make adjustments to their plans if necessary.
"You will get all you want in life if you help enough other people get what they want," - Zig Ziglar.
This is powerful advice from one of the most insightful motivational speakers of our time. What makes this so poignant is that it applies beyond your professional and your personal life, helping others also makes the world a better place.
