The Customer Experience Management Guide: Improve CX Strategy

Eric Welke Customer Experience, Guides, How to & Tutorials, Online Reviews, Reputation Management Leave a Comment

“Well, I’m never going there again.” Those are words you hope to never hear regarding your business. It can, unfortunately, happen. That phrase is proof positive that your business failed in its mission to provide a quality experience. You spent years of your life learning and developing your skills but sometimes the customer’s experience can fall short based on something other than those skills. These negative experiences, for the sake of your business, are hopefully few and far between. If they do happen though, there are steps you and your employees can take to make sure they don’t happen often. These steps are not a list of best practices, but rather a guide on how to be intentional about each interaction with prospective or current customer, patients and clients. By being more intentional you can improve your business’ overall quality and reputation. In short, it is a guide on why …


Lawyers: Leverage Client Feedback for More Referrals

Eric Welke Legal, Referral Marketing, Small Business Leave a Comment

It’s no secret: Many law firms work every single day to acquire new clients. Most attorneys know the law exceptionally well, inside and out. Many are also very good at managing the business and financial elements of their practice. However, marketing and sales can be whole different animal. And while a strong marketing mix of advertising, social media, and public relations can certainly go a long way in promoting your practice, none of these passive channels quite equal the value of a positive, direct client referral. According to Wharton School of Business, a referral client costs a lot less to acquire and has a higher potential for retention and loyalty. Statistically, a referred client has a 16% higher lifetime value than a non-referred client. Client referrals are one of the most powerful ways that you can use to grow your practice and are exponentially more effective than passive marketing methods. Almost any …

Reputation Management for Small Businesses

Eric Welke Reputation Management, Small Business Leave a Comment

Small businesses often face a huge variety of problems when it comes to both advertising and online reputation management. The main cause for bankruptcy is a poor business plan, as opposed to economical and outside factors. You will also find that many business owners under price their products in an attempt to get sales, and this can often lead to price surges and unhappy customers. With 9 out of 10 small businesses failing within the first two years, reputation management is crucial if you want to stay on top of your competition. How Reputation Management Can Help Install Success in Small Businesses So how can reputation management help small businesses succeed? Reputation management allows you to charge a higher rate for your products or services by installing confidence in your users. Customers often lack confidence when shopping with a new provider and prices remain to be a fundamental part of …