Finding The Edge to Win
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The document outlines key strategies for businesses to enhance their online visibility and customer engagement, emphasizing the importance of being on the first page of search results, leveraging social media, and having a mobile-responsive e-commerce site. It highlights customer preferences for reviews, easy shipping and returns, and effective communication as crucial factors for improving customer experience. Additionally, it advocates for businesses to compete based on customer experience rather than solely on advertising.
Finding The Edge to Win
- 1. 1 FINDING THE EDGE TO WIN ALBERTO BREA FOUNDER / GROWTH STRATEGIST, RISE
- 3. 3DiMassimo Goldstein / digobrands.com
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- 8. 8 GOOD IS NOT GOOD ENOUGH
- 11. 11 Yes GOOD GREAT No Are you visible in Google first page?
- 12. 12 95%Research shows that websites on the first search engine results page receive almost 95% of web traffic, leaving only 5% for remaining search results pages. Are you visible in Google first page?
- 13. 13 95%Research shows that websites on the first search engine results page receive almost 95% of web traffic, leaving only 5% for remaining search results pages. Are you visible in Yelp first page?
- 14. 14 Are you visible in Google/Yelp first page? Emphasize Localization “Your industry” + ”Your city”
- 15. 15 Yes GOOD GREAT No Are you following social media best practices?
- 16. 16 Are you precisely identifying your audience? Demographics Location Interests Behaviors Connections Targeting based on: Life Event Age Gender Job Education Targeting based on: Country Region State City Zip Code Address Targeting based on: Content they like Content they share Friends they have Pages they are following Targeting based on: Income Digital activities Mobile device uses Travel Targeting based on: Competitor followers Content they engage with Followers Database (custom audience) Apps they use
- 17. 17 Are you moving customers from awareness to action in social media?
- 18. 18 Are you moving customers from awareness to action in social media?
- 19. 19 Are you moving customers from awareness to action in social media?
- 20. 20 Are you moving customers from awareness to action in social media?
- 21. 21 Are you moving customers from awareness to action in social media?
- 22. 22 Are you moving customers from awareness to action in social media?
- 23. 23 Are you moving customers from awareness to action in social media? Source: Facebook
- 24. 24 Yes GOOD GREAT No Do you offer shop at home services?
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- 26. 26 Yes GOOD GREAT No Do you showcase customer reviews on your site?
- 27. 27 63%• 70% of customers consult reviews or ratings before making a final purchase. (PeopleClaim) • 63% of consumers are more likely to purchase from a site if it has product ratings and reviews. Do you showcase customer reviews on your site? Source: https://www.shopify.com/blog/15359677-why-online-store-owners-should-embrace-online-reviews
- 28. 28 Yes GOOD GREAT No Do you have a mobile responsive site?
- 29. 29 80%• Nearly 8 in 10 customers would stop engaging with content that doesn’t response to mobile Do you have a mobile responsive site? Source:https://www.sweor.com/responsivewebdesign
- 30. 30 Yes GOOD GREAT No Do you have an e-commerce site?
- 31. 31 54%A recent survey by UPS revealed that for the first time, consumers bought more online than they did in stores, 51% in compared with 48% in 2015 and 47% in 2014. Millennials, for example, are making 54% of their purchases online and older generations are quickly catching up. Source: https://www.floortrendsmag.com/articles/100666- how-to-start-selling-flooring-online Do you have an e-commerce site?
- 32. 32 Yes GOOD GREAT No Are you open in the evening?
- 33. 33 24/7The “always on” culture means customer expect 24/7 service (or as close as possible) Are you open in the evening?
- 34. 34 Yes GOOD GREAT No Do you have professionally designed store windows?
- 35. 35 Do you have professionally designed store windows? The window display is the face of the store
- 36. 36 Do you let visitors to walk around for 10 min before you say hello? No GOOD GREAT Yes
- 37. 37 77% of people say that valuing their time is the most important thing a company can do to provide them with good service 77% Do you let visitors to walk around for 10 min before you say hello?
- 38. 38 1. Service the client, not the project Do you let visitors to walk around for 10 min before you say hello?
- 39. 39 2. Don’t give reasons why it can’t be done - Tell how it can be done and the consequences. Do you let visitors to walk around for 10 min before you say hello?
- 40. 40 3. Write ideas being discussed in front of the client Do you let visitors to walk around for 10 min before you say hello?
- 41. 41 Yes GOOD GREAT No Do you provide product knowledge (PK) training?
- 42. 42 Do you provide product knowledge (PK) training? Employee First Executives at the big-box retailer have spent the last several years rethinking how to boost customer engagement. Turns out, the employee came first.
- 43. 43 Do you provide product knowledge (PK) training? People no longer go to the store for products. They go for people.
- 44. 44 Is your showroom too crowded with displays? No GOOD GREAT Yes
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- 47. 47 Do you have most of the SKUs that you are selling online? Yes GOOD GREAT No
- 48. 48 Do you have most of the SKUs that you are selling online? 63% Of Online Shoppers Expect Three- Day Delivery As Standard Ideally, you should have every SKU in stock that you are selling online. 63%
- 49. 49 Can you track the process in the same way you track Dominos? Yes GOOD GREAT No
- 50. 50 Can you track the process in the same way you track Dominos? 88%88% of consumers say the ability to track shipments in real-time is important
- 51. 51 Do you make shipping easy? Yes GOOD GREAT No
- 52. 52 Do you make shipping easy? 5000We ordered 5000 plus pounds of tile and mortar etc to get our house done. I clarified many times the items would first be delivered outside and someone would bring them in the house.
- 53. 53 Do you make return easy? Yes GOOD GREAT No
- 54. 54 Do you make return easy? Slap the return label All the big e-commerce players, such as Amazon, make returns simple and easy, just slap the return label on the package and put the box outside your front door. Try that with flooring!
- 55. 55 Do you follow up after installation ? Yes GOOD GREAT No
- 56. 56 Increases likelihood of customers returning Turns lost sales around Offers customer insights Contributes to customer viewpoint on value
- 57. 57 Do you have a referral program? Yes GOOD GREAT No
- 58. 58 1. Know what type of referral you’re looking for 2. Develop a system 3. Time it right 4. Pick a reward for customers that matter 5. Create a referral program page 6. Create customer awareness of the program 7. Follow up in a timely fashion
- 59. 59 Do you have a referral program?
- 60. 60 Customer Experience Scorecard Y/N 1. Are you visible in Google first page? 2. Are you follow social media best practices? 3. Do you offer ship at home services? 4. Do you have an e-commerce site? 5. Do you showcase customer reviews on your site? 6. Do you have a mobile responsive site? 7. Are you open in the evening? 8. Do you have professionally designed store windows? 9. Do you let visitors to walk around for 10 min before you say hello? 10. Do you have continuous effective sales education? 11. Do you show too much at the store? 12. Do you have all the SKUs that you are selling online? 13. Can you track the process in the same way you track Dominos or Uber? 14. Do you make shipping easy? 15. Do you make return easy? 16. Do you follow up after installation? 17. Do you have a referral program? Finding The Edge To Win
- 61. 61 COMPETE ON EXPERIENCE NOT ADVERTISING
- 62. 62 THANKSALBERTO BREA FOUNDER / GROWTH STRATEGIST, RISE albrea@riseconsultants.com albertobrea.com @betobrea