by Yoon Cannon | General, Business Growth Tips Blog, Marketing and Sales Blog Posts, Time Management/Productivity
Hop onto an ecommerce site these days, and chances are increasingly likely you’ll encounter some form of online chat for the purposes of support and sales. Some businesses even encourage the customer to contact these chat services by initiating pop-ups that urge the customer to talk to the business immediately. These online support options may initially seem appealing, but they also come at a cost. It is up to a business to determine whether a live chat function will truly be helpful to their clientele, or whether it will simply be a drain on their budget.
The Pros
Statistics gathered by a 2012 study by BoldChat paint an interesting picture of the topic. Between 2009 and 2012, the instances of live chatting have grown by around 15 percent. This means, either more users are taking live chat online options, or more companies are offering them. Additionally, 31 percent of the shoppers who completed a live chat say they are more likely to complete a purchase. Further, 21 percent of shoppers stated they prefer live chat over all other communication methods. Email still beats out all communication options at 54 percent. Most users prefer chatting over calling because they get their questions answered quickly. Ninety-four percent of online shoppers say they are ‘very satisfied’ or ‘somewhat satisfied’ with their proactive live chat experience.
Live chatting appears to help bridge the gap between the traditional brick-and-mortar store and online retailers by allowing them access to sales personnel. One of the issues online retailers often have is the inability to push for sales the way a traditional store with floor staff can and the inability to engage customers in conversation. OpenForum.com states Web sites that have chats available sell more, and they have generally happier customers.
Working Within a Budget
Since live chatting provides a clear benefit to many businesses, it becomes more an issue of budget than anything else. However, live chatting also provides certain flexibility to businesses that are working on a budget. Businesses can hold live chats only during operating hours, or it can minimize live chat personnel and allow customers to wait in queue. Businesses can mix live chat personnel with email response teams, so that there is no downtime between the two groups. Live chatting can also be outsourced extremely easily, and this means that the actual hourly wages paid can be lower than a business might first believe. KISSMetrics points out businesses that do a lot of telephone interaction may actually find it saves money with a live chat room, because chat rooms are often much more affordable than telephone communication.
Have you used live chat on a business Web site? How was the experience? Let us know in the comments, and check out more ecommerce tips in our blog here. (4)
About Yoon Cannon: Top business coach Yoon Cannon has helped thousands of small business owners, entrepreneurs, coaches, consultants and sales teams achieve dramatic results in growing your business. Over the past 20 years Yoon has started 4 successful companies and sold 3 of them. She offers fresh insights as a seasoned business growth expert. Yoon delivers proven process for your sales, marketing and management development. Grab free valuable gifts and resources at https://www.ParamountBusinessCoach.com To book Yoon to speak at your next event email: YoonCannon@ParamountBusinessCoach.com To schedule a complimentary business coaching consultation call (215) 292-4947.
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by Yoon Cannon | General, Business Growth Tips Blog, Success Mindset, Success Mindset
Yoon Answers Reader’s Question:
“How do I cope with the stress of being a small business owner in this terrible economy?”
–Harry Robbins, Austin, Texas
Answer: Harry, you can’t change the economy, but you can change the way you respond to the stress. Strategies and tactics are only one component of your success. The other 50% is greatly impacted by your mental frame of mind. Here are 3 quick tips on keeping a positive mental frame of mind in this negative economic slump.
1. Change how you think. What you think affects how you feel. How you feel affects how you behave. In today’s tough economic conditions you want to be careful your business decisions are not simply emotional reactions to the stress you are experiencing. Before you can give yourself new, stress reducing thoughts that energize you need to first be keenly aware of all your old, stress inducing thoughts that immobilize.
2. Change your results by changing your questions. Before brainstorming for all of the answers first try brainstorming for all of the questions. The right question can open the door for coming up with the right strategies for your business to navigate through the stress. Stress is often from not being able to see your way out. The right questions will help you see the light at the end of the tunnel.
3. Find trusted sounding boards. One effective way to clarify your thoughts is to speak them out loud to someone you trust and respect. But, most small business owners are isolated and often do not have a designated sounding board who will listen and help evaluate the quality of your thoughts. Target candidates you can ask to be on your advisory board. Seek out a mastermind group. Hire a business coach. Collaborate with others.
Many people are familiar with the popular law of attraction theory. But, in order to be a positive attraction you need tools to help you cope and manage those negative worries, stress and anxiety that naturally sweep in during difficult and challenging situations.
QUESTION: What are your best stress coping strategies as a business owner? Please share your thoughts in the comment box below.
About Yoon Cannon: Top business coach Yoon Cannon has helped thousands of small business owners, entrepreneurs, coaches, consultants and sales teams achieve dramatic results in growing your business. Over the past 20 years Yoon has started 4 successful companies and sold 3 of them. She offers fresh insights as a seasoned business growth expert. Yoon delivers proven process for your sales, marketing and management development. Grab free valuable gifts and resources at https://www.ParamountBusinessCoach.com To book Yoon to speak at your next event email: YoonCannon@ParamountBusinessCoach.com To schedule a complimentary business coaching consultation call (215) 292-4947.
© Copyright 2016
by Yoon Cannon | General, Business Growth Tips Blog, Marketing and Sales Blog Posts
You know it’s the key to more success but there are certain strategies that could make it more effective for you.
In my seminar last week, “Double Your Networking Results” I laid out 7 tips for powerful networking.
The key message was this. Networking is about building relationships. If you become a resource for others by being helpful and connecting people you’ll double your networking results.
With that said, let’s look at a simple strategy for targeted networking. Targeted networking means choosing an industry (outside of your own) to serve.
I gave an example of a web designer who targeted the construction industry and soon became the “go to guy” for web design in that industry.
Is there an industry your business could focus on and become known as the best resource for your area of speciality?
If you need help defining your target audience call me for a free 30 min Discovery Session.
About Yoon Cannon: Top business coach Yoon Cannon has helped thousands of small business owners, entrepreneurs, coaches, consultants and sales teams achieve dramatic results in growing your business. Over the past 20 years Yoon has started 4 successful companies and sold 3 of them. She offers fresh insights as a seasoned business growth expert. Yoon delivers proven process for your sales, marketing and management development. Grab free valuable gifts and resources at https://www.ParamountBusinessCoach.com To book Yoon to speak at your next event email: YoonCannon@ParamountBusinessCoach.com To schedule a complimentary business coaching consultation call (215) 292-4947.
© Copyright 2016
by Yoon Cannon | General, Business Growth Tips Blog
Question: Dear Coach Cannon: What can restaurants learn about successful marketing strategies from other industries?
Answer: In a down economy when budget is tight a great low-cost marketing strategy is in planning PR Events:
PR EVENTS: Plan special PR events targeted to very specific market niches.
1. Define your niche
2. Establish the emotional appeal
3. Choose the attraction
4. Decide what to use for retention after the event
5. Have an email capturing strategy during the event
6. Cross promote with other local businesses.
For example: a restaurant could have a Cinderella Party. The niche would be mothers of pre-schooler’s through 3rd graders. The emotional appeal is something like: Bring your little princess to the Cinderella Party dressed in her princess costume at ___ Restaurant on ___ date/time. The attraction: Dance with Cinderella, glitter glam makeup center, free cotton candy, prizes for wearing your costume! There are a number of creative ways for retention to keep your restaurant top of mind from all those who attended the event through useful promotional products. This Cinderella party is only one example of a niched PR event. You can plan events, themes and attractions to niche to any subset of your community.
PR Events are very successful for many industries because it not only brings additional foot traffic to your business, but the press releases before and after the event leverage a ton of FREE advertising! Submit a collection of photos and the newspapers will often dedicate a full page color spread on covering your event. To kick it up a notch, bring in a local celebrity to your event.
Got a question about your business? Submit your marketing, branding, advertising, PR, hiring, firing, staff training, customer service, sales, business management, leadership development, and other business questions to yooncannon@paramountbusinesscoaching.com.
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