Happy Thanksgiving

As everyone is extra busy today, working hard and thinking about what has to be done to make this year’s Thanksgiving the best ever, I am going to keep things short.

Happy Thanksgiving… Enjoy your day, eat a little too much and enjoy a good glass of wine or two with dinner.

Get to bed early because tomorrow is Black Friday. Whether you are out with the retail crowds trying to find those perfect holiday gifts, score with low, low prices or are working to help people get what they want, you are going to need all the energy you can muster.

However, no matter what your plans, try to sneak a few minutes for yourself. After all, it’s Thanksgiving and you deserve it.

Happy Thanksgiving to you and yours!

A tip of the glass from me to you!

e_T4Q6892 low-res -c bw s

Advertisements

Happy Holiday Selling!

Are you ready for holiday sales? It is only a week until Thanksgiving (where does the time go?) so Black Friday is almost upon us. After that, December is looming. So far, in my email inbox I have received a number of winery mailers offering me Thanksgiving wines though only one has even alluded to the December holidays. The holidays are all coming up: Hanukah from December 12 – 20, Christmas – December 25 – January 1, and Kwanzaa – December 26 – January 1.

While researching I found an interesting article by Laura Forer of MarketingProfs, who said that holiday-related sales in the United State are expected to surpass 923 billion dollars, a 3% increase from last season. That is a lot of sales and you want to make sure that you get your share.

Another point, according to the article, is that 35% of shoppers have finished their holiday shopping by Cyber Monday, which this year is on November 27th.

The avenues that people use to research and shop for gifts differ. Most people use more than one source. 24% of shoppers go over emails and newsletters, while 47% frequent brick and mortar stores. Television (43%) and asking for hints from family and friends (44%) are other ways people decide what to buy. For younger customers, such as Millennials or Gen Z use Facebook, Instagram, and Pinterest.

The more specific you are about the holiday gifts you are advertising, the better chance you have of getting people to look at your advertising. Of course, you will also get more eyes on your information if you personalize, which is especially important during the holidays. Using the customer’s name in the subject line will get more people to open your emails. According to MarketingProfs, personalization of holiday emails leads to a unique open rate of 17% higher, a unique click rate of 30% higher and a transaction rate of 70% higher, bringing up revenues per email by 43%. Mobile commerce is expected to jump 38% this season.

Finally, make it easy for customers to purchase from you. Amazon has gained so much ground by making buying easy.

A tip of the glass from me to you!

e_T4Q6892 low-res -c bw s

Keep Customers Coming Back

Yesterday, I gave a talk at the Wine Tourism Conference taking place in Sonoma County.

The subject of the talk was Keep Customers Coming Back, which should be the goal of most businesses. However, I have noticed that many businesses do not have the processes or procedures in place to ensure that when someone visits they have a desire to return.

Research shows that keeping customers coming back is important:

  • A 5% increase in customer retention can improve company profitability by 7.5%
  • Engaged customers buy more frequently and spend more per transaction
  • Your business benefits from more word-of-mouth promotion
  • Regular customers bring their friends to meet you
  • A loyal customer is less likely to be lured away to other companies by discounts
  • It gives you an edge over competitors.

How do you keep customers coming back?

By providing an individual experience for each person who visits. For that, you need to create a plan, which will be your blueprint to design, deliver, manage and measure the results.  To make your plan successful:

  • Understand that your customers need to be more than satisfied
  • Put processes in place
  • Hire people who value customer service (remember that they are your ambassadors on and off the job)
  • Create an employee handbook with an in-depth section on customer service standards and guidelines
  • Implement customer interactions that will meet and exceed expectations
  • Review the people, products, services interface and interactions with customers.

Create the kind of atmosphere that results in individual experiences for all your guests. This means that procedures need to be customer-centric:

  • Processes around sales and returns need to be set up to focus on the needs of the customer
  • Conduct regular and interactive customer service training sessions with staff
  • All employees should be genuinely interested in customers as individuals
  • Create memories for customers.

Finally, I am going to say something that you have heard many times, though I think it is worth saying again: Attracting new customers cost more than retaining the customers you have.

A tip of the glass from me to you!

e_T4Q6892 low-res -c bw s

Engaging Your Customers in Ways That Suit Them

I have been teaching a Wine Business class at my local Junior College in Sonoma County. This eight-week class, which has students ranging in age from 20 to 60 is about wine clubs.  A couple of weeks ago we were talking about different ways of connecting with people and one of the ways was direct mail. The youngest member of my class raised her hand and asked, “What is direct mail?” It started me thinking that so many people don’t correspond by mail anymore, they text, email, Facebook or YouTube, which moved me on to how we make sure that we are effectively corresponding with our audience, no matter how we choose to reach them.

In business, what you say and how you say it is important to sales, to customer engagement and to keeping your business profitable. Knowing who will be reading or listening to what you have to say as well as what and how they want/need to hear from you is of the utmost importance.

It’s also important that you consider the age ranges of the people you are talking to. They may want information in different ways. How is the message being read by your audience? Is it going out in a blog, through email, text, tweet, or on a postcard? Write for the avenue you choose to use. Also, understand that most of your audience is going to be just as busy as you are. There are those in your audience who don’t have much time and even less patience. If you have something important to tell them, get to it quickly.

Once you have given them the core of what you have to say, you can then expand on your topic for those who want to learn more about your subject. Even then, try not to go into more detail than most of your audience can soak in. Encourage those who want more to let you know so you may send them more information.

Engage and connect with the readers or viewers, using words or pictures that are entertaining and interesting. Leave them wanting a little bit so they will come back for more.

A tip of the glass from me to you!

e_T4Q6892 low-res -c bw s

What Makes Customers Happy?

There was an interesting article in a Marketing Profs email a month or so ago about customer service and what customer service issues annoy customers the most. I am sure that most of us can guess what they are because they are the same ones that annoy us when we were on the customer side of the equation.

The article by Ayaz Nanji talked about the customer service issues most likely to make people stop doing business with a company. The two that customers found most frustrating were talking to company employees who were uninformed, and if they had to wait a long time to talk to someone.

I know, myself, that dealing with recorded messages that ask me to press this and press that and go on for minutes before I can get to an actual human being tends to put me in a bad mood before I even speak to the customer service person, who may well be doing his/her best to help me. When you have a simple question a recorded message can be quite helpful in getting you the information you need.

However, it is the uninformed employees that are most likely to result in the customer abandoning the company or product for another. It’s important that everyone knows that if they don’t know the answer to a question a customer is asking or they cannot solve the problem a customer has, then as quickly as possible get the customer to someone who can answer the question or solve the problem. If that is not an option, take the information about the problem and tell them you will get back to them.

Customers want issues they have to be resolved quickly. It is the most important thing about good customer service. So, whether it is in person, on the phone, through email or online chat, do everything you can to solve the customer’s problem quickly and efficiently, it will pay dividends in the short and long term.

A tip of the glass from me to you!

e_T4Q6892 low-res -c bw s

No Longer Business As Usual

I work with wineries throughout North America and have been amazed at the growth in the industry over the past decade or so. The growth is in all states and provinces and in some areas the number of wineries has quadrupled in fifteen years.

This means that there is a lot more competition for consumer interest and customer dollars. As well as making products that can stand up to the quality that customers expect, you also need to create an atmosphere that will make customers want to come back and want to continue to buy from you.

In order to keep up with the rapidly changing world of customer service and sales, it’s important to also keep an open mind and be ready for the next new thing. It wasn’t too long ago that there was no such thing as Social Media and now, a good social media campaign can increase the number of people who know about and will try your products.

There are a few things that we have to understand and practice if we want to be successful in the long term.

  • Know what you want to achieve: Have clear goals and make sure that everyone in the company is aware of the goals and how meeting these goals affects each individual job.
  • Be open to suggestions: Sometimes doing things a certain way because that’s the way they have always been done is not the best option. There may be a better way because the business has changed. More competition can mean that you need to promote your business in different ways, for example.
  • What else can you do to be successful? There may be things that you haven’t thought of. Look at your competition and see what they are doing or ask your employees if they have any ideas.

There are lots of things to consider that may or may not work. Though you are not going to know until you have at least given every idea a fair hearing and thought it through. It may be with just a little tweaking it changes your business and possibly the world.

A tip of the glass from me to you!

e_T4Q6892 low-res -c bw s

 

Terrible Week (and it’s only just started)

Nature has a way shaking us up when we least expect it. Strong winds whipped up huge fires in Napa and Sonoma counties on Sunday night, which led to unthinkable devastation in the early hours of Monday morning and on through the day.

Many people were evacuated (I was just outside the evacuation area), So many lost houses (whole subdivisions were destroyed) and businesses. The north end of Santa Rosa has suffered amazing damage.

We are grateful to the police and fire departments that did such a good job of getting everyone out of harm’s way.

The fires are still out of control, but the winds, which were up to 45 miles an hour on Sunday night, have calmed down. We have fire departments from all over California helping out, so I believe they will get a handle on the fires soon. In the meantime, those of us still in homes are packed and ready to evacuate if needed

There have been so many different types of natural disasters this year that at times it’s hard to keep it in perspective. The way I see it we are only renting this planet and sometimes it has a mind of its own. So I will finish by saying the words I have been saying and hearing so much the last couple of days: Stay safe.

A tip of the glass from me to you!

e_T4Q6892 low-res -c bw s