Internet Marketing, Sales & Client Service Professional Jordan Hardy

8 Benefits That Can Materialize as a Result of Managing the Customer Experience Life Cycle Beyond Client Expectations

Posted on: June 17, 2010 by Jordan Hardy Comments Off

I’ve directed marketing agency activities and individual client relationships for many years. My achievements have produced increased business results for clients while steadily increasing the number of clients I manage.

Customer service success is essential to maintain satisfied clients. It is critical to sustain planning, funding, staff, process, technology, and company-wide support. It is important to focus awareness towards the appropriate key areas, measuring by the correct KPIs (Key Performance Indicators).

I find it essential to manage the overall customer experience life cycle beyond client expectations. Helpful approaches include your team knowing products/services well (think Apple store staff), hiring the right team members and training them thoroughly, providing a number of modes a customer can reach out to you, offering instant feedback, using positive body language, anticipating guest needs, following up, learning more about customers, and handling clients with confidence and grace.

I have seen these 8 benefits materialize as a result of managing the customer experience life cycle beyond client expectations:

1. Magnified client base
2. Plentiful up-selling and cross-selling opportunities for additional products and services
3. Enhanced client satisfaction
4. Elevation in client retention
5. Boost in client close rates, sales productivity
6. Improved client profiling and targeting
7. Sustained long term client relationships
8. Clients don’t always expect tremendous service, and doing so can raise the bar for your competitors

Providing top-notch customer service to clients helps ensure long term success for you and your clients. There is always someone less expensive to compete on price, and providing terrific customer service is an exceptional way to distinguish your business offerings. A client should not be able to go for months  or a year without hearing from you. It is propitious to keep in touch with clients so that when they are recommending businesses to their contacts, your business is on their top 5 list!

5 Steps to Improve Ad Performance in Google AdWords with Match Types

Posted on: June 8, 2010 by Jordan Hardy Comments Off

These are 5 steps I find valuable to improve ad performance in Google AdWords with match types.  I have also listed additional techniques I employ on my Twitter and Facebook pages.

1. Open the Google AdWords Keyword Tool to research varied keyword possibilities.
2. Take advantage of Match Types in the Google AdWords Keyword Tool to explore Broad, [Exact], and “Phrase” keywords.
3. Sort results by Keyword Competition, Global Monthly Searches, Local Monthly Searches, Local Search Trends, and/or Estimated Average CPC. Analyzing data in these columns, refine your keyword list and compose an updated keyword spreadsheet.
4. As you build new ads in Google AdWords, you will encounter match types after you fill out the Select Campaign Settings screen and move on to the Create ad group page. On this page, below the Keywords section there is an Advanced option: match types link. With a click, this section displays a key to remind users how to enter each match type just above in their Keywords section. Broad match keywords allow extensive keyword coverage, enabling similar keyword phrases and variations. “Phrase” match keywords show ads in searches that include the specific keyword phrase you have chosen. [Exact] match keywords only show your ad for keyword searches matching your exact keyword search phrase. -Negative match keywords allow you to exclude keywords from Broad, Phrase and Exact Match Types. All four Google match types are extremely beneficial.
5. After your new ad/s leveraging match types go live, monitor ad performance by examining impressions, clicks, click-through rate, position, first page bids, conversion, and ROI. AdWords Reporting, AdWords editor, AdWords Conversion Tracking, and Google Analytics offer this performance data. You can use this data to evolve your keyword lists and campaigns, and subsequently improve your Google AdWords ad performance.