Customer Experience

FUNdamentals Accelerator

Why Speed, Not Scale, Is the Secret to Small Business Success

Let’s talk about growth. Most small business owners have been told that success means scale. Do more volume. Take on more clients. Run more jobs. But the truth is, scale is not the edge anymore. The real competitive advantage is speed.

Your customers aren’t just buying products or services. They’re buying velocity. They’re buying the experience of fast, precise service. The clock doesn’t start when you’re ready; it starts the second they say “yes.” And the business that can respond with clarity, precision, and velocity wins.

But what does velocity really mean for your intentional business? Once you pinpoint what your strengths, values, and passions are and then align them with what your ideal customers value, you can determine the speed choices that will matter for you. We will also discuss how to identify hidden slowdowns in your process and take a few practical steps to make speed your edge.

Read more

Why Customers Choose One Company Over Another

Why Customers Choose One Company Over Another

It’s Not About the Product

Have you ever wondered why a customer picks one company over another, even when the products are pretty much the same? It has nothing to do with the product or service itself. Those are the features that most people are touting loudly on social media and in their marketing. Instead, it’s all about how well the company connects with the customer’s deeper needs—what’s going on in their mind and heart.

Let’s break down how this works and look at three changes OSG partners made to better align with their ideal customers. We’ll also see how understanding those internal needs can help your business stand out.

Read more

Developing a Marketing Funnel

Developing a Marketing Funnel

Developing a Marketing Funnel The reason I explore a lot of these topics is because as I was learning about them and hearing them being talked about, it all sounded like a foreign language to me. I thought to myself, I work with a small business and these things are for the big corporate companies … Read more

Do Sweat the Small Stuff

Do Sweat the Small Stuff

Yes, you read the title correctly, I’m saying sweat the small stuff, not DON’T sweat the small stuff. In this column, I want to talk about how little things can make a big difference. By focusing on the small stuff, not only will it improve your business, but it will make your lives easier. You will not be constantly faced with huge daunting tasks or attempting to make large changes in your business.

Attracting the Right Customer For Success

Attracting the Right Customer For Success

Success begins with being customer-centric and attracting the right customers. When we attract the right customers we not only love doing business with them because we have common values with them, but we also open ourselves up to a lot more business as those customers will be your best salespeople. Companies should be as customer-centric … Read more

How Do Transactional Emails Read to Your Customers

How Do Transactional Emails Read to Your Customers

Recently, I had a Small Business Saturdays episode about Transactional Emails and their importance in your overall marketing scheme. After all, these are the most opened emails of any that a business sends! So why not get some marketing juice out of them and serve the purpose of delivering the order receipt, communicating tracking details, or working with a customer on art and proofs. What is your call to action, and what is the image and brand you portray to your customers?

Read more

Being Customer Centric EQUALS More Profits

Being Customer Centric EQUALS More Profits

We all have heard the saying “The Customer is Always Right”, and most companies state that in one form or another and give it half lip service. But, what if you really centered your business around what your customer needs and how you can best serve them? What if occasionally you lost a little bit on an order here or there? What if you put your future investments into ways to help your customers meet their goals, not your short-term metric driven selfishness? What if you made the customer the center of your business, the basis of how you and your employees make decisions? Is that a MORE profitable way to operate your business? 

Read more

Connecting Your Team

Connecting Your Team

You must connect your team! The other day while I was waiting in line at the security checkpoint for my flight, my co-worker made a very good point about the seeming lack of communication between the airline and the TSA. The airlines know exactly how many people they have coming to the airport for a flight … Read more