For the Entrepreneur

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No matter how much you love your business or how well it is run, there will always be customers who are dissatisfied with your product or the service you provided, for whatever reason.

While complaints are not always a sign that something is wrong, reading a letter packed with grievances or a negative review online about your business… double sucks. Not only can the words hurt your feelings, but they may also be devastating to your business if left unchecked.

A Harris Interactive study indicated that only about 4% of dissatisfied customers complain. 96% just go away. Additionally, RightNow’s “Customer Experience Impact Report”, showed that 82% percent of U.S. consumers said they have stopped doing business with a company due to poor service. 55% of those said that the main reason was due to slow and inefficient resolution to a customer service inquiry.

Brian Littleton, CEO of recently gave a keynote address during Affiliate Summit East 2015. During his presentation he asked the audience to respond to the following question, “What’s the first word that comes to mind when you find out that someone has filed a Better Business Bureau complaint against your company or left you a really bad 1-star review on Yelp”?

This is a small sample of the audience responses.

Turn Negative Customer Experiences into Positive Opportunities - Affiliate Marketing with Missy Ward -
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While some of these first reactions may seem natural, how you actually respond to a customer that just called your baby, “Ugly”, can either turn into an opportunity for your company… or simply make your competitors happy. [click to continue…]

According to a Customer Experience Impact Report sponsored by RightNow, 82 percent of U.S. consumers said they have stopped doing business with a company due to poor service. Seventy-three percent of those said the rude staff was the main reason for the switch while 55 percent complained about a slow and inefficient resolution.

5 Angry Customer Personas & How to Help Them

Every business will get an angry customer from time to time — the trick is to use the opportunity to identify trends and better train your staff on resolving issues.

Here are some customer persona insights to explore and ways in which to help them. [click to continue…]

Mobile Apps for SMBsSome entrepreneurs new to the small business world find themselves working weekends and even taking personal pay cuts to get their business off of the ground.

If you had a set of tools to make managing a small business easier, wouldn’t you use them?

Well with a guess what: You’ve had access to them all along. Check out these top mobile apps for SMBs that can make the startup life a lot easier: [click to continue…]