Proactive vs. Reactive?

 Proactive vs. Reactive – What’s More Effective?

I was on a phone call yesterday with the CEO of a local marketing firm.   We were discussing different marketing approaches designed to drive traffic to websites when the subject of live chat was brought up. He asked a very good question, and I wanted to address it with everyone who might be wondering the same thing.

His question –

“Why must your chat box automatically appear and start moving horizontally or vertically across the page being viewed by the visitor?  Why not just offer a chat tab where the visitor could find and click if he/she is interested in chatting?”

He went on to say, “It might seem a little intrusive to have that chat box just pop out if not requested. I click the red X as fast as I can to get the chat box off the screen!”

My response –

“Good!  What you actually just said to me is you were proactively met and greeted. You were directed to take some type of action.”

There are three types of action

1) Positive Action (Great)

2) Negative Action (Okay)

3) No Action (Not Acceptable)

 

Shoppers on your website are likely to agree.

According to an E-consultancy report, online shoppers consider proactive invitations to live chat to be positive, with 66% being either ‘receptive’ or ‘appreciative’.

Think of it like this.  A customer walks into a store of their interest (we will call it a dress shop).

 Three things could happen -

 1) The store clerk proactively meets and greets the store visitor and an engagement begins. (Great)

2) The store clerk proactively meets and greets the store visitor, however the visitor states she doesn’t need any assistance, she is just browsing. (Okay)

 3) The store clerk does not proactively meet and greet the visitor. The visitor leaves without a word being spoken. (Not Acceptable)

Number 3 is not good for business.  In that case, the business is relying on the customer to proactively take action.  The business is relying on the customer to do the job of the sales clerk. This dress shop has spent good money getting that shopper into the store.  Is there a better time to create a new satisfied customer?

If we want to create new relationships, we must be proactive in doing so.  If you are the first to say hello to someone, there’s a pretty good chance they will say hello back.  If you decide not to say hello, there’s a pretty good chance no words will be spoken. If new relationships are important to you, but you are not willing to be the first to say hello, you are now relying on the other party to create the relationship.  You are now giving up control.

I can promise you this:

"If you're not proactive today, you'll be reactive tomorrow"

- Bill Jennings

Five Minutes a Day to Manage Your Reputation Online

According to Digimind, over 80% of reputation damage comes from a mismatch between "the buzz and the reality".

No one knows their business better than you.  If you're like us at SiteStaff, you're in a human industry, misunderstanding and missteps, however small, might just happen.  How that is perceived, and publicly reviewed, can be very different.  It's important that you know about it...and react.  Quickly.

Here is what I do to make sure that our reputation remains spectacular at SiteStaff.  I must state that it's super easy when you have our team making us look good!

1.  SCHEDULE GOOGLE ALERTS

It's free and easy.  Take keywords, business name, owners and contact information and set alerts at https://www.google.com/alerts.  Every day, you'll be e-mailed any content that puts these keywords together.  That leaves you to go about your day and simply read your e-mail at the beginning or end.  (TIME INVESTED - 2 minutes)

2.  GOOGLE AND YELP REVIEWS

If you're a B-2-C (Business to Consumer) industry, and even B-2-B in many cases, you need to set up and monitor these accounts.  Claim your business (free) before anyone else does that could slam you publicly.  Most consumers care more about apps like Yelp than Healthgrades today when it comes to reviews, and that means A LOT to your credibility.  Consumers who do their research will care more about your comments to the review (positive or negative) than the review itself.  You can set up each account to notify you upon every review.  (TIME INVESTED - 2 minutes)

3.  BETTER BUSINESS BUREAU

Still viewed as the foremost authority, the BBB can be a treasure trove of reviews, and when these guys can sick the dogs on you if you're not involved, you need to pay attention to your public image at this important venue.  Claim your business and visit the site daily....I've never known the site to be responsive to individual reviews...only to take action long after the damage has been done.  A+ rating or bust!  (TIME INVESTED - 1 minute)

4.  YOUR EXISTING CUSTOMER

It's 12 to 15 times more expensive to gain a new customer than to maintain an existing one...and to keep them extremely happy.  You, or your stellar staff, should be spending a special moment with them to ask them if they're 100% satisfied, and if there's anything they can recommend that you do better.  Less than 50% of business owners attest to doing so today...do you?  (TIME INVESTED - ONLY A FEW SECONDS!)

Do you have questions about any of these implementation strategies?  Chat with us...we're happy to help you!

Best in Business,

Jonathan, National Director

5 EASY updates to INSTANTLY get more leads from your website

 

15 MINUTES means 5 easy updates to get more leads from your website

Most business owners are shocked to learn that only 3 or 4% of their website visitors will ever contact them.  

WHAT?  

That’s right.  The thousands you spend to stay on the first page of Google is so 4 out of 100 people might come calling.  Out of those few, how many will you chose?  In order to keep paying for those ad words, I hope it’s at least a couple.

What if there were a way to increase your conversion rate without breaking the bank?

Good news.  In just 15 minutes, you can install and engage these quick tools to get more of your visitors to take action.  Then you can retain your marketing budget, pay off the boat and take your employees to Jamaica.

1.  Add video

Think you’ve got a face for radio?  Thankfully, your public disagrees.  A thirty second clip of your mug in scrubs (if you happen to be in the medical field) will keep visitors on your site, entertained and educated.  We recommend keeping it simple – use a high resolution camera or smartphone.  Sure, the production company provides higher quality film and editing, but it’ll take weeks worth of time and last month’s profits to pay for it.  Literally five minutes is all it takes for a couple of takes and a finished product, and a editing tool like Animoto is really affordable…a business plan costs less than $50 a month.

2.  Add video testimonials

Seeing is believing.  If you haven’t done it yet, take your next 3 clients and ask them for a quick word of praise on camera.  According to Social Media Today, over 90% of consumers reported that video was a factor in their purchasing decision.  Let your satisfied customers sing your praises…if you film it, they will watch.

3.  Teach their fingers to do the talking

People aren’t calling, right?  Maybe they would if they could find your phone number.  Light Buuuuulb.  Want some good news?  It’s not just you.  60% of business owners don’t even HAVE their phone number on their home page.  Put yours in the place visitors look at first, and most often…the top right hand corner.

4.  Make it easy to ask for more information

66% of websites don’t include a CONTACT US form.  Our next post will show you how to beat the pants off the 34% that do, but for now, use a very simple plug-in to add this form.  Might be a smart idea to add your e-mail address, too, in case your visitor feels it’s more personal.

5.  Add live chat

It’s human instinct that humans want to interact with other humans.  Can you think of anything (the airline industry excepted) more impersonal than a website?  If you think even for a second that your prospect’s buying decision is emotional, you’re missing a big opportunity.  You get 8-10 seconds to make a first impression online.  98% of your unique (new) website visitors will never return, so it’s CRUCIAL you make a connection, and quickly.  We’re not insisting you subscribe to SiteStaff…you could conceivably staff it yourself for about a buck a day.  And it can be effective, if you have someone who can dedicate their efforts, stick to the computer screen and you can effectively educate and train them.  We can show you how.

Seriously, you can accomplish these 5 tasks in 15 minutes.  Your conversion rate could triple as a result, and that could mean tens of thousands each month to your business, not to mention the competitive advantage.  So get to work…and tell us how it goes!

Best,

Jonathan, National Director and Head Conversion Janitor