In his best-selling book Blink, Malcolm Gladwell finds that first impressions—whether professional or personal—happen in a matter of seconds. Individuals connect with other people and companies based on their initial perception. Further, getting beyond that experience is nearly impossible once the connection is made. Indeed, research shows that first impressions even overrule facts in the lasting perceptions a person has of another person or business.
In a Matter of Seconds
Twenty-years ago, first impressions meant the first human-to-human interaction—either voice or face to face. But technology created a complete disruption. It started with the Age of the Internet and then expanded to include any number of engagement channels, including through different devices.
The amount of time it takes someone to form a digital first impression is just a fast—if not more so—than through voice and face to face. Indeed, studies show that a website’s first impression takes less than five seconds. And while conscious decisions may take a bit longer, subconscious decisions may even take place in less those five seconds. Read more...
Millennials are changing how companies engage with their customers. Fifty-six percent indicate they prefer to use live web chat instead of using the phone to get answers to their questions. This preference is noteworthy when compared alongside the response of individuals who are 35 and older; only 27 percent prefer live web chat over phone. The difference is dramatic.
The need to deliver an omnichannel customer service experience is pivotal for not only midsize businesses and enterprises, but it also just as important for small businesses. Millennials expect their vendors to provide an omnichannel experience for customer service, and they will let their feet (or in the case of live web chat fingers) doing the “talking” for them—namely, they will take their business elsewhere.
Is your small business less successful than it used to be? Unfortunately, it’s a common problem encountered by many business owners, but luckily there are ways you can transform your business and bounce back.
Owning a business is not static. As the market continuously changes, so too must the businesses within it if they wish to remain relevant and draw in revenue. If you aren’t sure where to start and sales have already plummeted, don’t worry. Here are a few simple ways you can transform your business and continue to run a business successfully far into the future: Read more...
Create a vision of what you want your business to be.
Organizing a meeting, especially with prospective clients, takes a lot of planning, consideration, and effort. For many small businesses owners, mobile entrepreneurs, and independent consultants, the meeting planning process is often a bit stressful. Davinci Meeting Rooms understands that the process can feel a bit overwhelming at times and has created a product that removes the stress and the hassle while providing a meeting space that is sure to impress.
In today’s environment, even small meetings can be pretty demanding from a technological standpoint. Internet access, audio-visual presentation tools, and video conferencing are just a few of the things we use to conduct meetings. Throw in catering and room preparation, and it’s easy to see how someone can simply feel overwhelmed by the meeting planning process. For as cheap as a few cups of coffee, Davinci Meeting Rooms can actually handle the entire meeting planning process, including room setup, room booking, and providing the necessary technology and tools for you and your clients. Read more...
Is it really true that learning of bad news can actually be good news? According to the most successful operators in our high-hospitality based Serviced Workspace industry, it’s absolutely true. Hearing or reading bad reviews and complaints isn’t something to shy away from, get defensive about, be traumatized over, and then sweep under the rug. A negative review is an opportunity, if we know how to handle it.
It might take an adjustment to one’s philosophical approach in order to see the full value and benefits of complaints and bad reviews; but the last thing you want to do is dismiss them, or worse yet, shoot the messenger. Don’t take what’s often a hidden gift from a reviewer and turn it into an irreversible fiasco just so that you can prove you’re right – or worse yet, that the client or reviewer is wrong. Read more...
Robert Adler began practicing law in 1985. A graduate of the prestigious Straus Institute of Dispute Resolution, and Adler maintains an active presence in his local community through his membership in the Consumer Attorneys Association of Los Angeles (CAALA).
Adler Law is a problem-solving law firm in Calabasas, California, and employs a relaxed, relational, open style, allowing each party an opportunity to be heard. The firm works hard to bring each case to a most optimal outcome. As a result, Adler Law takes great pride in providing a full set of services to its clients with legal expertise in real estate, construction, business litigation, and personal injury.
Examining the Argument
But with all of this success and community and professional involvement comes challenges. Adler found that he was spending an inordinate amount of time answering incoming calls and inquiries and maintaining his calendar. It was taking away from the time spent with clients. Read more...
Delivering exceptional experiences to customers seeking service is critical. Consider this factoid: 89 percent of customers will stop doing business with a brand because of bad service.
Being available to answer a customer’s questions and provide them with the support to resolve whatever issues they encounter using your products and/or services is pivotal. There are some intriguing data points corroborating the importance of delivering prompt support: 33 percent of customers in a recent study indicate they would recommend a company if they provided fast service but inadequate service.
The flip side is just as telling: only 17 percent of customers noted they would be willing to recommend a brand that provided effective but slow service.
When you are first starting a business, you are bound to receive a lot of advice. However, not all advice that new entrepreneurs receive is good advice.
Although much of the advice you hear may be based off of personal experiences, all businesses are different, and the way they perform in the market will reflect that. You can follow all of the entrepreneur advice in the world and still run the risk of failure.
That being said, there are still seven bad pieces of advice for entrepreneurs that you should ignore:
You must copy your competitors to succeed.
If your competitors are successful, copying them doesn’t necessarily mean your business will be successful, too. The key to running a successful business is offering something your competitors cannot. Rather than focusing on what’s working for the competition, spend more time strategizing how to differentiate yourself and draw attention to those differences when marketing your business. The most successful start-ups will always be the most innovative. Be different and continue to evolve as your business grows to remain relevant. Read more...
A study by ClickZ found that customers are 58 percent more likely to tell others about their customer experiences today than was they were five years ago.[i] An important enabler and outlet is the social sphere, which gives consumers and businesses alike the ability to reach hundreds, thousands, or even millions of individuals.
The New Millennial Landscape
As Millennials comprise a larger and larger percentage of the population and workforce, their assumptions and ideals are changing about how companies engage with them. It isn’t simply a phenomenon related to online businesses; it is just as applicable for businesses that have traditional customer relationships.
“Millennial” customers expect their vendors to engage with them through digital channels. Further, it isn’t merely one engagement channel, but rather an omnichannel approach that includes email, the web, social media, among other channels.
Omnichannel Customer Service: It’s for Small Businesses, TooRead more...
Perhaps you’ve experienced it as an employer trying to make the right hiring decision, only to result in a relatively quick exit, non-match, or worse yet, a revolving door of hiring misfires and mismatches. You thought for sure you did everything right by crossing all your T’s and dotting your I’s while lining up the ideal hire for the job and for your team.
So why didn’t it work out? You were so psyched and proud of yourself for what you thought was a thorough job-filling effort. You had big visions of teamwork and efficiency dancing through your head, only to find yourself humbled and back at square one with the position to fill all over again. What an emotional roller-coaster.
Each new employee is like a new relationship – almost like a new boyfriend or girlfriend – where hope springs eternal, and all parties involved dive in with only the best expectations. Rarely does a cautionary thought of the worst-case scenario enter into anybody’s mind. Read more...