Measure and Incentivize your team on Customer Experience to increase repeat business and staff empowerment!

Does your business measure Customer Service & Experience?

Are you team incentivized purely on sales and revenue generated?

How about incentivizing staff on their customer interactions and the experience the customer has?

When companies are purely focused on sales and revenue it can often lead to potentially great sales but often poor after sales which in turn can hinder repeat custom, and effect that all important word of mouth and social media feedback.

Instead try increasing commission based on after sales questionnaires, or reducing it for poor results, create a Team bonus structure based on customer service results, and empower your team to come up with suggestions to make the customer experience that extra bit special, and reward them based on the results this brings.

Customer Experience awards and bonuses based on yearly, monthly and weekly results is also a great way to incentivise those not directly related to sales within your company and can help to make these employees feel an important and valued member of the team, whilst giving the business the opportunity to monitor both staff and company performance in this area.

In an age where the experience and service your company gives a customer can spread within a matter of minutes and  with consumers expecting more than ever,  can your company afford not measure, analysis and work to improve and excel in this area? 

For more information on Paul you can follow him on twitter @paulsonso email him on paul@soandsomarketing.co.uk  and visit www.soandsomarketing.co.uk to find out more on measuring Customer Service and Experience.

So and So Marketing is a full service marketing and design agency based in Weymouth, Dorset and covering the South of England, Wiltshire, Hampshire, Somerset and Devon.

SMS love competition winners announced

Just before Xmas we launched the SO and SO Marketing SMS Love Competition, whereby 3 businesses could win upto £500 worth of SMS marketing goodies, support and advice from good old me.

So I am please to announce the winners:

Advance Insurance from Wiltshire
Print Shop Express from Weymouth
Pebley Beach Hyundai from Swindon

Each business receives 500 free text credits, an SMS keyword and shortcode ie text SOANDSO to 63333 (you can if you want, go on give it a try) a free consultancy from me to discuss the best solutions and applications for their business, then we will set them up and run them.

I will let you know what solutions we come up with and what we have created as we go along and will feedback the results, good or bad, we are all about honesty here.

All of the winners are completely different types of businesses so I look forward to the challenge and seeing what sort of SMS solutions and apps we can create.

For further information on SMS and Mobile Marketing in Weymouth, Dorset and Wiltshire visit www.soandsomarketing.co.uk

You can also follow me on twitter @paulsonso

8 ways to generate your own opt in Mobile number database.

I have long been an advocate of the power of gathering opt in Mobile number databases, and how this type of database is the strongest in terms of marketing response rates.   97% of text messages are read within 5 seconds and response rates to text messages also beat all other mediums hands down.

On a previous blog I mentioned that rather than the short term and costly way of purchasing Mobile data from an agent, it is better to work hard and generate your own, so below I have defined 8 ways  that an opt in mobile database can be gathered.

1. Running a Text Competition.  People love competitions and winning prizes.  By running a text competition whereby the customer texts in via a shortcode ie 63333 to enter, they by accepting the terms of conditions of the competition and thus opting in directly to your database

2. Asking customers for feedback:  This can done via a Shortcode and keyword 

Example: text the word FEEDBACK followed by your thoughts on today's event to 87121 and you will be entered into a prize draw

This can also be done via a manual questionnaire and again you can collect Mobile numbers from these and create an opt in number by writing the Terms and Conditions correctly

3. SMS Text reminders are hugely popular and are a great service to customers.  We work with a number of MOT garages offering this service and there is never a shortage of people taking up the offer of a free reminder text straight to their mobile when their MOT is due. 

4. By putting a mobile Shortcode call to action on your marketing activity not only is this proven to increase response rates but also helps to generate strong leads and some great opt in mobile numbers at the same time

Example:  text the word CARAVAN and your name address to 63333 and we will send you our latest holiday brochure 

5. Via your Email Newsletter sign up. It amazes me that asking for a mobile number is so often missed off when companies gather data via their websites, after all it is just another field.

6. Manual Data Collection.  I love the art of capturing data in person, and often when at events, shows and exhibitions it is by the best way to do it.  Always ask for a mobile alongside your other info.  As long as the customer understands they will receive text alerts, messages and offers from you, and you explain this in print on the sheet they sign up on they are opt in.

7. VIP Club, this works in varying ways for different types of businesses but by getting customers to sign up to receive exclusive content, options to skip a queue  or other Text to gain:

Example:  text REQUEST and your song request to 63333

8. Offers: Everyone loves an offer and is one of the main ways in which people hand over their data.  This can be a manual sign up, via a website or via a text shortcode again, but is the purest form of opt in, so make sure you take those mobile numbers.

For more information on SMS Mobile Mobile marketing and why sending texts to your customers should be part of marketing plan in 2013 visit www.soandsomarketing.co.uk

Follow me on twitter @paulsonso

So and So Marketing is a full service Marketing Agency based on the sunny south coast of England in Weymouth,  Dorset.

2012 Marketing Christmas list, 2013 to do list..

On our recent email newsletter I put the below Marketing objectives which I feel should be on all Businesses Christmas lists, so which of these are you putting into place for 2013?

* AN opt in Mobile Database

* Social Media campaign aimed at your audience

* A defined way to measure customer experience

* A LinkedIn Company page

* A website fit for mobile

* Create Strategic partnerships

* A clear, creative and quantifiable marketing strategy for 2013

For more information on Paul and So and So Marketing visit www.soandsomarketing.co.uk email Paul@soandsomarketing.co.uk follow him on Twitter @paulsonso or sign up to their email newsletter by CLICKING HERE