Making calls is an important part of any business and as an owner in a Small Business you will be making some or all of those calls yourself. Having a system and getting it right is crucial if you want to get those important sales.

1. Script

Have a script and practice it until it sounds natural. Tweak it as you go until it feels and sounds just right.

2. Agenda

Have a simple agenda you can follow during the call and stick to it as much as possible. Think of your call as a meeting and design an agenda to fit with your script and the goal for the call.

3. Practice

Do as many practice calls as possible with someone who is willing to give you honest feedback. Someone in the same or a similar business as your target market would be ideal but if that is not possible them make it someone in business who is willing to give constructive feedback. Practice makes perfect so get in some practice.

4. State

Get in the right state of mind before the call. Find something that works and use it to keep your mood up. Music, visualization or affirmations are popular among successful sales people. Having an upbeat state of mind during calls will make them easier and it will come through in the conversations you have. There is nothing worse than getting a sales call from someone who sounds miserable – so get your state right first.

5. Outcome

Have a clear outcome. Set a clear goal for the call and structure the call to achieve it. Keep the goal simple and focus on selling the next step on your sales ramp. Only the next step!

6. Smile

When you make the call make sure you smile. This comes through in your voice. People can hear a smile over the phone and smiling helps you keep in the right state.

7. Analysis

Stick to the plan but make sure you debrief yourself so you can tweak and improve your process. It is important to know what is working and what is not so tweak your script and process every day. If possible record your calls and use them to train yourself. Sales calls can be daunting but if you follow these simple tips and you will make better calls and get better results.

Remember that every NO will get you closer to your YES so make that next call. Get your head down and keep going and you will get the sale or the new client.

Author Bio: Angus MacLennan is a Business and Personal Coach getting great results with motivated Entrepreneurs and Small Business Owners. His mission and passion is to deliver amazing value to his clients and help them develop their businesses allowing them to have the work/life balance they really want.
Website |  Twitter

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We all know people who seem to be natural relationship builders at work. They are at ease with people they meet. They are very tuned in to what is happening in the workplace. People respect them and are often inspired by them. So what is their secret? Is it possible to become a better relationship builder if it doesn’t come naturally?

From my experience, you can develop this skill if you want to. I once knew a financial accountant, John, who completely changed his mindset when he became a general manager. He then had to spend most of his time relating to people, not figures, and he responded to the challenge. If you need to change your approach, you can.
Here are 3 steps to help you on your way:

Step 1: So, Whats your Passion?

How well do you know the people you work with? Do you see beyond the job title and the task in hand? Take the time to find out what your colleagues do outside of work. What is their passion? Take a genuine interest in them. The skills they use and enjoy outside of work just might transfer into the workplace. And if you get to know them on a personal level, you can share their joy and know when they are experiencing difficult times. You will be able to connect at a deeper level.

Step 2: Perception is greater than Reality

We communicate mostly through our body language. John used to appear very gruff when he was a financial accountant, and you wouldn’t call in for a chat. Yet this changed along with his job and we discovered a warm, friendly general manager who had a heart after all.
So in the workplace, pay attention to the signals you transmit. You may be standing with your arms folded because it feels comfortable. Others might get the impression that you are angry or annoyed. Facial expressions, eye contact, gestures, posture and dress all speak volumes without you even opening your mouth. Learn to read others as well as yourself.

Step 3: Say that again?

Develop the skill of empathy. It means being able to really understand what the other person is saying. People who are good at this tend to be non-judgemental, confidential, trustworthy and have similar life experiences. Practice active listening to help you become more empathetic. When the other person makes a statement, reflect back the feelings and the content of what they just said. For example: “It sounds like you are really upset” or “So what you are saying is…” You don’t agree, disagree or sympathise. This is a particularly useful skill if someone is in an emotional state, as you allow them to vent, without adding fuel to the fire. You don’t tell them what to do; you explain what you would do in that situation (and only if asked!)

So practice these steps and see how they make a real difference in your relationships, both in the workplace and in your personal life.

Author Bio: Ann Halloran offers practical advice and tips on topics such as time management, presentation skills, performance appraisal, teamwork, motivation, managing change, managing conflict, leadership and communications. To find out more about Ann, visit her online at www.practical-management-skills.com.

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Many Australian small businesses are unknowingly handicapped due to a lack of planning for future possibilities. Small businesses cannot afford to function effectively without such planning, especially in times of constant change.

Consider for a moment your business. If your business is like most small businesses, the most vital element of your organisation is you – the owner. With this in mind, you need to make sure your business can go on without you.

Why?

• In the event of unexpected injury or illness where you need to take extended time off work to recover, you need to live off more than just your savings.
• In the event of dispute, divorce, retirement or simply wanting to move on from the business, you need to be able to sell your business rather than be forced to close it down and miss out on any profit.

In addition to a succession plan and exit strategy, the most important security precaution for every small business owner is income protection.

Tragically, many small business owners who cannot work due to unexpected injury or illness can’t afford the cost of living and find themselves having to the sell their business.

Income protection can replace up to 75% of your salary if you are unable to work due to unexpected illness or injury.

Think about it like an umbrella. An umbrella can’t stop the rain from falling, but it will protect you in a storm. In the same way, income insurance cannot prevent life’s storms, but it does make sure you and your family will survive if you can no longer work.

It also means you don’t need to rely on your business to pay the bills. Instead of facing the possibility of losing your business to cover the costs, you can calmly follow your succussion plan and exit strategy and depend on your income protection insurance to help pay the bills instead.

There are many different kinds of income insurance and not all will suit you. You can save yourself a lot of money by talking to a specialist personal insurance broker who can assess your situation and shop around for the most affordable and tailored solution.

This is particularly important for small business owners, as their income tends to fluctuate and is often more complicated than employees of medium-to-large sized businesses. For example, your income may be determined by the profitability of your business at any given time, and it may come from multiple sources or even act as savings for your business.

Planning ahead for your business is just as important as the initial planning stages of a start-up business, but it need not be as daunting. An exit strategy, succession plan and income protection, are vital measures for small business owners.

Author Bio: Rick Mapperson has almost twenty years experience in the insurance industry and is the founder and managing director of Rick Mapperson and Associates, a personal insurance brokerage. The focus of his business is specialised to insure people, and to do it well. Rick combines his skills as a licensed Financial Planner and his understanding as the co-founder of an Australian charity focused on families, to understand the best interests of his clients.
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Among the top social media used by business people today are Facebook, Twitter, LinkedIn and YouTube.  By using these sites, you are able to expose your business to more people, at both a local and international level.

Facebook

Facebook has become highly popular in recent years attracting millions of users from across the globe. This popularity has, in fact, led the site’s management to offer marketing platforms that encourage people to share their business endeavors and build communities as well.

To use Facebook to your advantage, make sure to create an interesting personal profile page. Include photos and business information that will attract visitors and encourage them to read through your profile.

Update your information regularly so that existing and potential clients know what you’re up to. Discuss recent happenings regarding your business. Interact with readers who post comments on your page and create a “fans” page and invite clients to join.

Twitter

In just a few years, Twitter has attracted a steady following that is increasing rapidly as the “buzz” around Twitter spreads.  This is the power of social networking sites – they are viral.

Twitter lifts the lid on the activities and conversations of other people. What we are seeing today is news being reported on Twitter before the media even has a chance to tell us.

For business people who want to maximize the vast communication potential of this social networking site, it is best to be consistent when tweeting (telling people what you are doing).

Provide information to your followers about what you are up to with your business and add value.  Share tools, tips and strategies and make your updates interesting and engaging.

LinkedIn

LinkedIn gives you the opportunity to grow your business using less of your own money.  How?  Use LinkedIn to search for potential employees and also as a means to expand their business contacts.

Providing a detailed profile (business information and photos) is the best way to generate interest.

Include a link to your website or blog for those people looking to access more information about you and your business. Interaction is key. Answer questions that provide valuable and interesting information.

YouTube

YouTube enables video sharing on the internet. This social networking site has become the Number 2 search engine, behind Google.

If you have not tried live video streaming as a marketing tool for your business yet, it is time to jump in front of the camera.  Videos are very powerful tools in drawing online traffic.

Create a short, clear video featuring yourself talking about your business. Tell them how you started out, about your journey, provide them with success stories and share your passion about your business.

Create several short videos (perhaps video seminars you conduct, presentations you make, or other business projects) and upload them on YouTube.  Make sure that you post your videos in the category relevant to your business to draw the right target audience.

In using social media to market and improve your business, building trust with your audience is essential. You can only do this by being honest and providing consistently interesting, useful and valuable information. What matters most is that you share your experiences and knowledge.  Doing so can influence people’s lives and encourage them to take action.

Are you having success with network marketing? Share your stories in the comments below!

Author Bio: Wendy Moore is a dynamic sought-after speaker, author and educator who is passionate about showing women in small business how to better understand the internet and take their business online. To find out more about Wendy, visit her online at www.wendymoore.com.au.

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So before you sit down to tackle the marketing, accounts, or business administration, evaluate how much your time is worth. Add this to the income a third party specialist can potentially generate for your business and evaluate your return on investment. If the numbers add up, then you may want to consider taking the next step in outsourcing.

Here is a quick checklist to help you get started

1. Ask your contacts for a recommendation.

If someone you trust has had success with a particular company, and would recommend them, you will cut out a lot of work out of the process.

2. Look at their previous work/ask for references.

Look at some projects that are similar to the one you are undertaking to get good feel for their work. Or speak to some references and ask them about their experiences. If the company is not forthcoming, move your business on.

3. Don’t worry about geography.

If you need your third party partner to be on-site, look local; but don’t ignore the range of talent that’s available outside of your city. Working remotely, across states, countries and time zones is very easy with the help of email, fax & Skype.

4. Discuss fees upfront.

Many companies don’t have their fees visible as pricing can be dependent on a number of factors. You should be able to get an estimate after a brief conversation and a written quote after discussing more detail.

5. Set the right expectations.

Think about what you want to get out of the relationship and discuss this as part of the “hiring” process. Do you still want to be involved or do you want a totally hands off approach?

6. Get the details sorted.

Misunderstandings are awkward and potentially expensive so it’s worth making sure you’re across all the details of the contract. A few areas to cover off are:
• Exactly what does the agreed project include?
• What are the agreed delivery dates?
• Are there specific inclusions and exclusions?
• Are there any repercussions if you change the scope of the job?
• What do you need to supply so the third party can meet the agreed deadline?

7. Be prepared to give feedback.

You will be happier with the results long term if you can articulate what you like and don’t like about the work done by your third party partner. Discuss any points you would like altered in a professional manner; agree the steps to take and who is responsible.

8. Stick to the payment terms.

A reliable contractor is someone worth keeping around and making sure you pay within the payment terms agreed will ensure your business relationship continues and grows (along with your results!)

9. Remember that you might not hit gold on the first time.

And that’s okay. Outsourcing is supposed to make your life easier so if a third party isn’t working out, move your business on. Think over what you learnt from the “hiring process” and apply it to your next potential partner.

What are the main areas you outsource? Has it been the right decision for your business?

Author Bio: As a marketer I know that good copywriting plays an important part in an effective sales and marketing strategy. It’s not just about punchy words. It’s about engaging with people and building relationships that are mutually beneficial. As a professional copywriter, this is what I can help you create for your business. For more information about Belinda, visit her online at www.copywritematters.com.au.

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In this post, I don’t want to define Twitter, or tell you how to use it. To each is your own. Do what with you want with your account. In this post, I was to share some ideas and tips on managing your Twitter account.

Twitter Lists. At this point, I am sure most of you are using them. Twitter lists are like, for example, Facebook groups. You group together people by a common interest, whether it be location, profession, or your closest friends. But are you using them to the fullest of their capabilities? Just throwing people you follow on a specific list and just letting it be is not the right way of using the list.

So if you don’t use Twitter lists, there are several reasons why you should start using the service ASAP. You can create lists that group together people for whatever reason and then you get to see those specific list followers in a separate feed (so you don’t have to sit through an hour of feeds to find specific followers). Lists allow you to organize the people you’re following into groups, and they even allow you to include people you’re not following, which is a great tool to use, and I’ll explain why a little later.

So in reality, there are many reasons for creating lists, but here are three ways that you could use the Twitter lists feature. Creating groups, recommending the tweeps on the specific groups, (and most importantly) following people you don’t want to follow.

Create Groups.

Because Twitter lists create grouped tweet streams of the people that are on them. For example, I created a list of VIPs that I follow. By viewing or following this list, you can see and read what all of my closest tweeps are tweeting about. You could do the same thing with your family, friends, co-workers, celebrities or just group Twitter users based on location, subject, or anything else you can think of.

Recommending Tweeps.

You can create a list of people you think other Twitter users should follow, then anyone else can visit that list and follow the people on it (or follow the list). Think of it as a “Follow Friday” times a hundred. One of the intentions of the Twitter Lists is to allow people to recommend other users to follow, which will cause more activity to the site.

Follow People You Don’t Want to Follow.

When you follow a Twitter list, you’re not actually following every user on the list. I think it is the best Twitter invention since… the invention of Twitter! When you do follow an entire list, those users’ tweets aren’t added to your main stream (which clears up a bunch of cluttering posts). You can then visit that list and view its tweet stream. That’s why you can also use lists to follow people without really following them. For example, if there are users whose tweets you’d like to follow, but they tweet too often and fill your stream, you can add them to a list and then check up on their latest tweets every so often by viewing your list.
Now one of the reasons why I love Twitter lists: following celebrities, without following them. I understand if you are a huge fan of so and so celebrity, but lets be realistic: they will almost never answer your tweets. Why waste a follow and space in your feed, on someone you won’t be tweeting with? Twitter is meant is meant to connect and engage people in conversation. Creating a “Celebrity List” is perfect for following your favorite celebrity tweeps and reading their posts, without their posts filling your stream.

Now when you create the Twitter lists, there are two options, public or private.

Public Lists.

These lists can be seen by anyone and everyone. Anyone can also follow them.

Private Lists.

Only the creator of private lists will be able to see or subscribe to them (not even those on the list can see private lists). If you wanted to, you could create a list of your competitors and keep an eye on them without them even knowing (kind of like a sneak attack…on Twitter).
With all the networking events that I have been to, I have met so many people, shared many ideas, and in the end, followed tons of people I have made connections with. But following 300+ people is hard to keep track of. Using the list capabilities that Twitter offers is a great way to manage who you follow, and how you can stay connected to everyone you follow, no matter the number.

The following can be examples of lists you can create:

Clients, Competitors, Friends, Family, Industry Related, (Specific) Topics, Humor, News Related Tweeps, Celebrities, Authors, and the list goes on!

So, finally, how do you manage these lists? Easy. Use them. The more you use these lists, the little managing you will have to do. You can always take people off the list, or add them on to it.

Meet someone and don’t want to follow them? Add them to a list. Someone taking up your whole Twitter stream? Add them to a list. Enjoy reading someone’s tweets, but they never respond? Add them to a list. Lists are a great way to follow people without following them! Every Twitter user should take full advantage of the lists.

Share your experience with Twitter lists in the comments below!

Author Bio: Alfonso A. Santaniello - I am the founder of the Creative Strategy Agency, full service marketing, social media, and business consulting agency. I’m also the founder and host of Strictly Businews, a weekly news web show premiering in May. I’m from western Massachusetts (USA) but currently resides in Boston. I love visiting my family in friends in Italy. In my spare time, I like to go to the gym, run, eat, and spend time with family and friends. For more of Alfonso, visit his personal blog at http://thealfonso.wordpress.com/

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Apart from the existing Info, Wall and Photos sections, there are many other ways you can customize your Facebook page according to your branding. One of them is by uploading PDF documents in a separate tab.

A PDF document is a great addition to any Facebook page. You might choose to upload your regular newsletter or a flyer promoting your business or event. You can even share any media coverage such as a magazine page where you and your business may have been featured.

Adding a PDF tab is fast and easy. All you need is to find the right application to use on your page and to install it. Many of these applications, built by third parties, are free of charge and using them is an effective way of attracting visitors to your Facebook Fan page and showcasing what you have to offer.

How to Add a PDF Tab to Your Facebook Business Page

There a number of third party websites that offer applications to add PDF to your Facebook page. We have found the application for adding a PDF provided by Involver to work very well.

First, visit the applications page of Involver at http://www.involver.com/applications/. Look for the Scribd application and click the install button.

You will then be directed to a Facebook page which will ask you if you’re sure to Add Scribd to your page. From the drop down menu that appears below, click on the specific page where you would like to install the application and confirm.

Once the Scribd tab has been installed in your Facebook page, you can immediately start uploading PDF documents. To do this, click on the orange Edit Tab Settings button on top of the page.

The next step is to click the Add a New Document button and then Save Changes. And that’s it! Your PDFs will now show on your Facebook page as an added feature.

If you need to edit, just click on the Edit Tab Settings again and click Edit Document. Once you’re done, don’t forget to click the Save Changes button to apply the changes you’ve made on the PDF.

What’s great about a PDF document is you can create more than simple text by incorporating graphics and images in any design you want.

In addition, you can make it secure by encrypting it or use a digital signature for authentication. Keep in mind, however, that in order to display your PDF on a Facebook page for your visitors to see the content, you have to remove the encryption.

The best part? You can start using this great application for free on your Facebook business page. So get out there and start promoting your PDFs to your fans.

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Diversification and risk management are principles applied in investing that is also relevant for business owners when considering their broader financial and lifestyle affairs. The concept of diversification refers to spreading investment risk by investing in a number of different assets – in essence not putting all your eggs in one basket.

To most business owners, their business represents a source of ongoing income, financial security, a store of wealth and also a retirement plan. ‘I’ll sell the business and use the proceeds to retire…my business is my superannuation’. I’ve heard this line of thinking a number of times and in some cases it does work out. However, in my mind this strategy comes with a great degree of risk.

Most small businesses are illiquid assets and the enterprise value tends to fluctuate. When it comes to retirement the business owner is at the mercy of the prevailing market conditions when trying to sell the business. It may be in the middle of a recession, it may be a downturn in the particular industry or their simply may not be any potential buyers for the business. This scenario highlights two things. Firstly every business owner needs an exit strategy or succession plan. Secondly, the management of your personal financial affairs need to be kept separate and independent of the business affairs. Don’t get me wrong, I am certainly not discouraging budding entrepreneurs from getting into business. Running your own business can be extremely rewarding. My intention is to simply play the devil’s advocate and get you thinking about the wider issues.

What would happen to your family’s finances if your business went through a tough period? Have you got a cash reserve? Have you got adequate risk insurance in place in case of injury or death to you or a key employee? How would that impact on the business? Have you got an alternative retirement plan in place in the event that your business does not sell for the expected amount? These are amongst a myriad of other considerations from a personal financial perspective.

The other aspect is your lifestyle. Many people decide to start their own business with a desire to be their own boss and have the lifestyle flexibility. In reality however, they may end up working far longer hours in their own business, particularly in the business’ infancy. Nevertheless, it is possible to achieve the desired lifestyle with some forward planning and effective delegation. Wouldn’t it be nice to build the business up to a stage where you can work on it two or three days per week or not at all; freeing up your time to achieve your lifestyle goals?

One way to achieve this balance is through visualising the end outcomes for each of the three aspects (i.e. business, lifestyle and personal finances). The next step is to break down these outcomes into smaller, medium term goals and then further break these down into short term ‘tasks’. The act of breaking down the long term objectives into short term bite sized tasks provides direction and focus. Otherwise the long term objectives can seem overwhelming and out of reach.

This process will result in a list of tasks that you need to complete in the short term to achieve your long term objectives. These will need to be prioritised (within each of the three categories above) to ensure important tasks are given preference. As you complete this exercise you may face competing goals/objectives. At this juncture picture yourself at the end of your life and ask yourself “which one of these objectives would I have wanted to achieve?”

Author Bio I am a small business specialist with a niche in helping start-ups from the planning stage through to guiding the business in the first 5 years to ensure its survival. To read more about Prabath Ekanayake view his profile

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Some of these practices are measures to assist complying with legislation, for example the Competition and Consumer Act 2010, and otherwise they can help prevent misunderstandings and unintended representations or having an agreement set aside.

Truthful Statements
Ensure any statements or representations made are true and capable of being substantiated. Clear up any obvious misunderstandings or incorrect statements.

Only Say What You Can Put In Writing
Do not say something if you are not prepared to put it in writing.

Silence May Constitute A Representation
Note that silence may constitute a representation, do not leave people to make assumptions by your silence.

Listen
Be prepared and listen carefully to what the other side has to say and properly understand their position.

Keeping Records
Keep accurate and full records of your conversations including date, time and parties present. An accurate account of what was discussed could prove to be very useful as the discussions continue, particularly if the matter turns litigious.

Do Not Talk Price
Be careful to avoid talking price with competitors or agree pricing to limit competition.

Avoid Threats
Avoid pressure tactics, cajoling or threats.

Witness
Have another person from your business present at meetings. There is practical benefit in having another person witness what was discussed.

Understand Your Level Of Authority
Be aware of your level of authority and of what you can and cannot commit to.

Act Conscionably
Do not engage in unconscionable conduct for example, taking advantage of a weaker party.

Confidentiality
Agree, in writing preferably, to make your discussions “confidential” where you would like the content to remain confidential.

Legal Advice & Without Prejudice
If you have obtained legal advice on a matter, talk to your solicitor about how to manage and protect that advice. You should also talk to your solicitor about ‘without prejudice’ settlement negotiations.

Author Bio: Roger Wade is the Principal of the Brisbane property law firm Lease & Go Legal. Lease & Go Legal assist their clients with leasing matters, business sales/purchases and other property related issues. For more information on Roger Wade view his profile

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Why Retention Marketing?

Retention marketing is more targeted, tailored and cost-effective than attracting new customers. By using existing customer information, businesses can retarget customers that already have a degree of brand awareness and are more likely to engage with and reinvest in the brand. As such, it can be a powerful tool for breeding loyal, life-long customers who support the brand and spread invaluable word of mouth.
Consider these 10 retention marketing tips to ensure that your activities are strategic and cohesive:

1) Strategy at every touch point
Successful retention marketing requires strategic planning at every brand touch point. The customers’ future purchase decisions will be influenced by factors including initial contact/enquiry, after sales care and relevant sales and marketing material. Each time they come into contact with the brand, the message content and tone of delivery will directly affect how and if the sales cycle continues.

2) Rank your list
Identify the characteristics that make your customers the most valuable and rank them accordingly. Common factors to consider include: recency, frequency and spend. Once you have worked out your own ranking system, allocate customers an overall ranking. Customers with the highest ranking are the ones likely to invest more or further in your brand and as such, should be the focus of key marketing activities. Customers with the second highest ranking can also be marketed to with the aim of repositioning them to the first ranking position. Ideally, the marketing spend allocated to those ranked in the lowest position should be minimal as it is unlikely to produce good ROI. Setting up a ranking system can take time but it is a strategic exercise that may help you focus your message and dollar where they will have the most impact.

3) Purchase bias
Keep a record of your customers’ purchases including all relevant offer take-ups . You need to ascertain ‘why’ people buy as opposed to just when and what people buy. The ‘why’ is called the ‘purchase bias’. Once you understand your customers’ purchase bias, you can tailor future sales, promotions and even product development to suit their tendencies.

4) Working with latency
Latency is the average time between two of the same customer interaction events. Different latency patterns apply to different people, products and services. Understanding latency patterns allows you to communicate the right message with the right people at the right time to encourage repeat interaction. For example, a group of customers could be in their second latency period after their purchase; they may or may not have been considering buying from the brand again. A special offer could be sent out to them to encourage brand engagement and repeat purchase, persuading some customers to stay with the brand rather than defect to another one or make a purchase sooner rather than wait for an extended period of time. Create a latency table that charts ideal purchase behaviour for each customer segment and develop strategies to decrease latency periods, increase purchases and minimise marketing spend.

5) Data, data, data
Take the time to set up good record keeping systems and enter data meticulously. The more information you have, the more you will be able to ascertain about what your customers want and which marketing activities are successful. Measure the success of every marketing activity in terms of both customer response and return on investment. The data will tell you if you are on the right track.

6) Target non-purchasers
Non-purchasers are an untapped goldmine and should be targeted with tailored marketing activities. Non-purchasers are people who have interacted with your brand but have not made a purchase. They have once been in the frame of mind to engage with your brand and with increased exposure over time, may be converted to customers. Slow and steady wins the race with this segment.

7) Incentives
Giving customers a reason to repeat purchase is key to successful retention marketing. There must be some incentive for them to act and opt for your brand. Including a special offer or promotion makes them more likely to act on receipt of collateral. Ensure that your call to action is strong and relevant to the customer.

8) The care factor
Customers want to feel special, cared about and important to the brands they choose. Little things can make all the difference to a customer’s decision to engage in a long term relationship with a brand: personalised direct mail; thank you letters and reminder notices; a personal phone call to touch base; a Christmas card. These small courtesies make customers feel connected to a brand and more likely to opt in again and again, like visiting an old friend.

9) Mix it up
Make sure that your brand is top of mind, fresh and relevant by mixing up your communications. While it is important to have a solid strategy in play with a familiar brand identity, delivering the same thing again and again will become stale and boring. Consider the communication strategy, the channel and the creative execution to develop pieces that stand out and connect with the customer.

10) Listen & learn
Customer feedback is vital to the development and growth of any brand. Gather as much information as you can from your customers by opening up the lines of communication. In addition to the traditional website feedback form and customer service number, use social media as an interactive feedback tool. Facebook and Twitter are the perfect forums to engage the customer, ask questions and learn important information that can help shape your brand’s future.

A customer gained is not a customer kept. Retention marketing is a complex exercise, but when done strategically can result in the long term connection of customers and brands. Look to your customers, analyse the data, be caring, be creative, listen and learn.

Author Bio: Natalia Padgen is the Managing Director of Across The Verge, a marketing company, specialising in marketing solutions for small to medium businesses. With a background in marketing, advertising and sales, Natalia started her own business in 2008 to focus on the creative and strategic side of marketing. Natalia’s goal is to share her passion and expertise with other businesses and assist them with their marketing goals to result in growth. For more information on Natalia Padgen view her profile.

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