TAG: customer experience

Communication Coach: 3 pillars of customer relationships

October 31, 2018By

The landscaping industry has experienced some dazzling changes in the last 20 years, and much of it would have been impossible without the help of technology. Those of us who were early adopters got some easy wins with it. No more. Now technology is a must-have just to stay competitive and squeeze more profit out of every sales dollar. So... read more

Communication Coach: 7 website elements to convert visitors into paying customers

September 26, 2018By

The only way a website can do its job is with a design and framework that predictably attracts and converts leads into revenue. Many landscape company websites profile elegant photos and captivating videos because that’s what buyers expect. In fact, for my clients, Google Analytics proves project galleries and case studies are the website pages visitors most frequent. However, what... read more

Communication Coach: Brand voice is the backbone of your marketing

June 27, 2018By

If your brand were a person, how would you describe its personality to a friend? Does it have a distinctive voice that people will remember? Brand voice is a powerful quality because nowadays marketing is an increasingly human experience. People naturally communicate with human language. And now Google (and other search engines) are using AI to communicate that way, too.... read more

Communication Coach: Predict customer behavior like Amazon

May 30, 2018By

What customers do informs us of their desires. What they are reluctant to do offers insights into fears and obstacles that must be addressed before they will buy. Last year Amazon bought Whole Foods to extend its retail dominance into new product lines and for the brick and mortar opportunity to study buying behavior. Amazon Prime members can now get... read more

Map the customer experience

October 27, 2015By

When hiring, many business owners say they value attitude and personality more than expertise and skill because the latter can be learned. If this claim is true, why are most green industry websites selling skill and expertise to buyers who are looking to hire companies with personality and a caring attitude? Most industry websites are glorified menus of products and... read more

High Performance: Quality, speed, price—choose all 3

September 22, 2014By

There is an outdated business philosophy that rears its head periodically. It says the customer experience comprises three aspects—quality, speed and price–and businesses only can deliver two of these aspects at a time. Choose quality and speed, but sacrifice price. Choose speed and price, and sacrifice quality. Business is a zero-sum game where these trade-offs define business strategy and product/service... read more