|
This Issue
|
|
Mind Your Business
12 Ways To Keep Your Customers Coming Back
The Web
Two Easy Ways To Track Your Web Traffic
Secret Sauce
Gaining Creditability With Your Logo Design
Shameless Promo
Having The Internet Work For You 24/7
|
| Industry Facts |
|
Intrawest ski resorts grew 10% more than other ski areas, even though
the sport is declining at an overall rate of 3.6% in the same period.
* This is due primarily by luring skiers to their areas away from
those that can't compete. Unfortunately, it is not sustainable without
enticing newbies to learn to ski.
Only 15% of beginner skiers go on to become serious skiers and in
average that is only a 2.5% overall increase.* This means that the
corporate ski industry is losing ground.
(*Intrawest Corporate Report and National Ski Association)
|
| Concierge Clients |
|
New On Board
Mammoth
Propertiesin our lodging directories.
Mammoth
Limousine Service looking
to expand the chauffer driving area for high end clients.
Mountainback joins our lodging directory
We added online reservations for Mammoth
Creek Inn.
New Travel Golf Packages with Mammoth
Premiere and with Meadowridge
Tennis Village.
...and we're building the new Village website!
|
| Reminder To Do |
|
Have you analyzed your winter marketing
results?
If not just make a simple spread sheet showing the amount of money
you spent on marketing, the amount of revenue you earned, and what
you did. It should become very clear, very fast, what worked and
didn't work so you can repeat the successes this winter.
Start planning winter now! It takes all media
time to gear up, and to get artwork done, brochures printed, and
websites revamped!
|
|
July
2004
With summer under way, you should be seeing the results
of your summer marketing plan come to life. If you find your business
is not making the numbers you need, you need to re-evaluate where you
spend your money. We talk about that in Shameless Promo this month.
Adding to our growing team, Cleland Hoff has joined
on with the City Concierge team. She will be our new local sales executive.
You know her from her show on Channel 51 and being seen all around town
with a camera... and now with one of our marketing kits under her arm.
She can be reached via cell at 866-864-6444 xtn 3 Be sure to say hello and congrats. I am very happy to have her aboard.
I will be concentrating on getting us all more visitors. Stay Well.
MIND YOUR BUSINESS
Once a long time ago, customers were loyal. Today,
however, customers seem to have a "what's in it for me" attitude,
and will jump from one merchant to another to "find the best deal"
to satisfy their needs at that moment. Companies, large and small, are
working harder than ever to become 100% customer sensitive as they attempt
to gain and keep their customers. Yet, the customers still leave. Remember
it is always harder to gain a new customer, than keep an old one. With
that in mind, here are 12 things to do keep customers loyal.
1. Provide the very best service! You may think you already
do, but when was the last time you asked your customers.. "how was
our service?" Educate them on what you do provide, so that they will
recognize what has been done for them, as often customer services are
not immediately recognizable.
2. Provide toll-free telepone access. Those that provide
800 number service are letting their customers know that they are making
it easy for them to communicate with the business.
3. Get customer feed-back in all areas, especially the services
they may be requesting. Listen to what the customers say. Use their suggestions
to help shape your business.
4. Say "thank you" at every opportunity. Let the
customer know that they are noticed and appreciated. They will like that.
5. Respond promptly. Address customer complaints immediately.
For every customer that complains, there may be many that remain silent,
but disappear as customers. It is very important, therefore, to satisfy
those that do complain, in order to try to keep them as customers. Help
your customers solve their problems better than anyone else.
6. Stay in touch with your customers. A one-page "newsletter"
or "postcard" can do wonders for retaining those precious customers.
Don't make it all ads.
7. Offer more "freebies" than your competitors.
A "freebie" with a high perceived value, can increase the sale
of almost any product or service.
8. Be enthusiastic. Your attitude is contagious. Make sure
your employees also take a sip of the happy water when they come to work
too. Don't let their bad attitude ruin your reputation.
9. Answer the telephone promptly. Spend as much time as
necessary to gain their trust so you can close the deal. Don't rush.
10. Recognize your faithful long-term customers. The customers
that keep buying and keep ordering from you deserve special treatment.
Offer "preferred customer" specials that you send out to only
those faithful customers.
11. Return all phone calls quickly. Even an acknowledging
message does the trick. Develop a reputation for returning calls.
12. Increase your promotional efforts. The more your name
becomes a "household word" the more your business will increase.
Keep your name in front of the people with small gifts such as refrigerator
magnets, pens or coffee mugs with your logo on it. It will bring your
name to mind every time the customer uses the item.
These may sound basic, but basic works and proves
itself over and over again.
THE WEB
Ever analyed where your web site traffic is coming
from? We all know the power of getting good potent links, but now there
is an easy way to measure the results. Not knowing your results could
mean you are not working your relationships well enough. Here are two
ways to seriously track your web results.
#1 - Create Landing Pages. Landing pages are copies of existing
web pages that have been given special names so they will stand out in
your web tracking statistics. For example: A search engine may deliver
you lots of page views to your homepage, however if you specifically code
the link, you can track your marketing efforts much easier. Click this link and look at the address in your browser.
It will take you to our homepage, however, this is not the normal homepage
link. We coded the link to show that it is coming from this newsletter.
This method is particular useful when you use more than one web address
to point to your site, and you want to know which address is most popular.
It is also good so that you can use multiple web addresses to gain more
search engine listings... even though you only have one site.
#2) If you don't use landing pages to code your incoming
traffic, then you can use the links you give out to other sites. All you
need to do is add "?source=BizName" to the end of the web addresses
you give out. In use it goes like this. Let's say you are linking to our
site to the activities section so you won't constantly have to update
your site. Our normal activities page is located at:
http://www.cityconcierge.com/mammoth-lakes/activities/index.asp.
If you add this source code to the link you put on your website, then
our traffic reports will show us where the traffic came from. So it now
looks like this:
http://www.cityconcierge.com/activities/index.asp?source=BizName. Here try it
out. Click
to See Todays Activities. While you're there, check out the way the
address reads in the browser your window. We'll be able to tell how many
of you actually clicked. (not who you are... that would be a cookie)
SECRET SAUCE
A great logo doesn't just happen. It is planned so
that the design, accompanies by the company name creates a message which
will last. The discussion of great logos is ongoing. Here are a few ideas
to get your thinking about yours.
1. Logos must be credibility-based. This is essential. It is based on
a simple principle: credibility persuasion. Just as credible people are
more influential, so are company logos on the business card or letterhead.
Many studies in people to people communication conclude that if a person
as the source of the message is competent or knowledgeable as well as
trustworthy, then the message will be more readily accepted by the receiver.
The person is considered credible and more influential.
Knowing what to put into the logo in the first
place is 90 percent of the logo design job! Design is important. Content
is more important.
2. Logos must symbolize the company business to be credibility-based.
A logo earns creditability by communicating what it is supposed to. Imagine
that a chef is more likely creditable on choices for good restaurants
and a sport store owner likely knows equipment better, than vice versa.
Your logo iconology (the symbol) must look creditable which means it looks
professionally done. It must represent your business accurately or you
are defeating the purpose. Would a chef use a ski boot as his logo icon?
Would the sport shop use a knife and fork?
How does this same principle apply to design? The first
thing a competent credibility-based logo designer does is symbolize the
company business in the logo. Voila! This says that the company is an
expert in that business.
3. Logos must also be designed to communicate that the company
is trustworthy. Bad design usually spells distrust. Is the logo graphic
confusing to the eyes? Do you look at it and not understand what the business
does, or represents? In contrast, does the icon tell what the company
does?
We will continue this in the next issue. Here area two good
examples.

|
City Concierge
866-864-6444
323-874-6610
Contact Us
|
|
SHAMELESS PROMO
Have you taken into consideration how much a Webstore
with a shopping cart can add to your bottom line? Opening up a shopping
cart website is equivalent to opening up a new store, or franchise to
your existing business. It is not just a 'website add-on'. Adding a completly
automatic cart takes your current store and inventory and makes it global.
This means you can take orders 24/7, when your storefrot is closed and
you are on vacation.
Good solid shopping carts are not cheap to build and do require a trained
person to maintain to keep them up to date with your current stock. But
one employee with training can do all the updates, the descriptions, and
the shipping, and if you carry a lot of merchandise, you won't need any
additional stock rooms to hold the supplies. We can help you sort this
out, and caution you agains using fly by night software that will break,
or can be hacked. Just Ask. You'll get straight honest answers... but
you got to pick up the phone and ask.
|