The problem: It is easy to make critical mistakes in welcome promotions and limited-time offers. Mismatched audience targeting, misaligned timing, and tech glitches can quickly turn a customer's excitement to make a purchase into disappointment...which just might lose you the sale!The fix: Here, we explore the scenarios where promos go wrong, the consequences of these oversights, and 3 different options you can mix + match to avoid the crash and burn of these customer confidence crashers.
The problem: Trust plummets when a customer feels like they are sold one thing but delivered another. And there may be areas in your business where you're eroding a customer's trust and may not know it, or may not realize the impact of what you think is a minor oversight.
The fix: I'll introduce you to 3 major kinds of switcheroos that often go undetected. Then, I'll guide you through a fact-finding mission to reveal cracks in your systems and create a plan to fix where customer trust is leaking.
The problem: You've heard about (or maybe experienced!) people who make you feel loved up in the beginning of a relationship but then attention and affection drops to the bare minimum...until you try to leave. Love bombing happens in business, too! Gaps in customer expectation vs. experience have serious consequences on customer trust and future buying behavior.
The fix: Let's zoom in on fixes for common policy communication gaps: refunds, chargebacks, and guarantees. Then, I'll walk you through an audit to spot your unique areas that need clarity or reinforcement.
The problem: Customers don't read your terms, or don't pay attention to your posted policies, and then you find yourself inundated with customer service issues...and losing out on both repeat business and new sales if unhappy customers post negative reviews or comments.
The fix: We'll assess your gaps in 5 areas of customer communication failures, then bring any misalignments discovered into a framework to fix these now and into the future.
The problem: Artificial Intelligence is being sold as the solution to increase profits in businesses big and small, and is being baked into software you might already be using today. But poor implementations of AI are draining customer trust in ways that can't be salvaged!
The fix: This is a judgment-free zone! Here, we're exploring how to avoid crashing customer confidence in your customer-facing communications to set you up for success regardless if you're incorporating AI or outsourcing today, or are considering options for the future.
The problem: When it comes to consent in marketing, some areas (like email marketing) are crystal clear, but other considerations have less direct regulatory guidance or are less obvious. What is clear: consent is critical to building trust with your customers!
The fix: We dive deeper into what is required for testimonials and reviews, including privacy regulations and FTC rules in the United States. And I'll tackle common blunders and oversights that might not be so obvious but that make a real impact on customer confidence.
The problem: You need happy customers who recommend you to others. How you make those requests, plus the timing of when a request is made, can make a huge impact on the quality and quantity of your reviews and referrals.
The fix: I'll help you determine how to ask to give you the best chance of a great review or referral. The timing of when to ask may be even more important than what you say, and we'll map out the best time to send your request as well as permanent and temporary exceptions, plus options to build these stop and pause buttons into your request process.
