Engage Your Customers During Season


Engage Your Customers In Naples and Beyond During Season

Whether a business markets in Naples during season or has year round customers, learning how to engage your customers is key to growing in a saturated retail environment.

naples marketing agency, customer loyalty

Get your business in shape by engage customers and building customer loyalty!


Anyone can speak to you, but not everyone can make you want to buy. Become the business person who makes every client feel special encouraging them to invest in the company by purchasing your goods and services.

Become the best sales person possible with five quick steps.

  1. First Step: Engage your customers by greeting them with a friendly tone within 3-5 seconds of walking through the door.
    • So often in retail customers may be ignored due to staff helping others. Assign a greeter for the door to ensure every client is greeted. This is your first contact with the customer and your only chance to make a good impression.

    naples marketing agency, customer loyalty

    LISTEN!!!

  2. Second Step: Listen with an open ear and build customer confidence.

    • Many sales people and business owners approach a conversation with an upset customer with a response in mind as opposed to truly listening to the person’s concerns.
    • Open listening means hearing what the customer says and then proposing solution compromises to answer their concern if possible. It does not mean giving them a canned response like so many telemarketers do today.
  3. Third step to engage your customers: Learn the definition of compromise.
    • Customer confidence can be shaken easily. A customer in need of a solution, needs you to listen without an attitude in order to maintain the emotional connection to your business or brand.
      Telling customers you can’t fix a problem and offer no refunds could lead to a customer loyalty fallout and an online reputation war.
    • EHarmony, for example refuses refunds without discussion, even if the customer’s account should not have been renewed. By terms of customer service, this company is challenged.
    • Naples, Florida businesses specifically have to focus on seasonal customers, because customer loyalty must be built and maintained even in your absence.
  4. Step Four: Boost mobile and online presence.
    • Simply having a listing on Foursquare, Yelp, Google Plus, Facebook or the other social media platforms will not do. Engage your customers on social media sites.
    • Promote restaurant and retail deals online. For non-retail businesses, post article links to aid your customers. Europeans are major users of social media check-in tools.
    • If you receive a bad feedback online, engage your customers directly and request they contact you for a satisfactory solution. Often, this encourages the user to remove negative feedback or follow up with positive feedback.
  5. In step five, conduct a three to four question survey.
    • A good benchmark is to make sure 75 percent or more of clients participate.
    • Asking, “How did you hear about us,” helps businesses gauge what advertising works or which client to reward for referrals. Make sure to ask what product or service the customer would like you to offer and give them multiple choice answer options.
    • No survey is complete without asking about the customer service, which ultimately may determine if this customer returns. Allow customers the option to either include or not include their names and numbers. Give every customer who fills out a survey a coupon or customer loyalty reward.
  6. Forward-thinking, positive leadership sets an example for employees to engage your customers. Raise customer loyalty with higher standards.


    Leading Marketing Trends in 2016

    Posted by on Jun 14, 2016 in Advertising, Blog, Facebook, home, Online Marketing, Social Media Bug Bites | 0 comments

    Leading Marketing Trends in 2016

    Marketing strategy will be adjusted in 2016 to sway focus away from social media and refocus businesses on using social media as a channel rather than a sole marketing strategy. Here learn three marketing trends that will change business in 2016.

    read more

    Naples Marketing Agency Announces New Partner

    Posted by on Jan 12, 2016 in Blog, Business Development, Timely Business News | 0 comments

    Naples Marketing Agency Announces New Partner

    DREAMFly Marketing Founder Camden Smith is happy to announce a new partner with the Naples marketing firm, Nicole Smith Angelo. Nicole will serve as the marketing agency’s Business Development Partner.

    read more

    Facebook Reality Shift

    Posted by on Jun 19, 2014 in Blog, Facebook, Social Media Bug Bites | 1 comment

    More and more Facebook users are connecting and creating online friendships with people they have never met in person, but a danger seems to be developing with online users becoming swallowed up in online life rather than living in true reality.

    Social media studies have shown that more and more people are connecting with Facebook rather than picking up the phone. This is not new social media news. There have been social media reports of children being bullied online and then committing suicide and some shuffled it off as unique cases.

    read more

    Engage Your Customers During Season

    Posted by on Dec 6, 2013 in Blog, Customer Service, Naples Marketing | 0 comments

    Engage Your Customers During Season

    Engage Customers and Build Customer Loyalty in Naples and Beyond

    Whether a business markets in Naples during season or has year round customers, learning how to engage your customers is key to growing in a saturated retail environment.

    Anyone can speak to you, but not everyone can make you want to buy. Become the business person who makes every client feel special encouraging them to invest in the company by purchasing your goods and services.

    Read this article for the top 5 tips about to successfully engage your customers!

    read more

    5 Best Mobile Advertising Tactics

    Posted by on Nov 19, 2013 in Advertising, Blog, home, Mobile Marketing, Online Marketing | 0 comments

    Where is your Mobile Advertising?

    72% of small-business owners have planned for mobile advertising increases with budget and 65 percent of them will boost spending by up to 30 percent, according to a study by Borrell Associates of 1,300 small-business owners.

    Google and Facebook are shifting more of their revenues to mobile advertising. In fact, a business can no longer find itself on a web search alone. It takes a robust campaign including mobile advertising, web advertising and traditional redundancies in your marketing plans.

    GET 5 KEY WAYS TO MAKE YOUR MOBILE ADVERTISING ROCK!

    read more

    Obamacare Battles Marketing Budgets

    Posted by on Sep 10, 2013 in Blog, Marketing, Politics, Timely Business News | 0 comments

    Obamacare Battles Marketing Budgets

    Obamacare Increases Health Insurance Costs and Battles Marketing Budgets Struggle

    An increase in health insurance costs as a result of Obamacare may leave many executives wanting when it comes to filling vacancies and producing revenues if they fail to create a robust marketing budget.

    Leaders across the nation have appeared on national news programs announcing layoffs or marketing budget reductions to absorb Obamacare. The key for companies both small and big is to create even more targeted marketing campaigns to produce higher returns on investment (ROI). Save your marketing budget!

    read more

    Integrated Marketing Why Brands Should Master It

    Posted by on Sep 2, 2013 in Blog, Business Development, Facebook, LinkedIn, Marketing, Mobile Marketing, Online Marketing, Twitter | 0 comments

    Integrated Marketing Why Brands Should Master It

    Brands Must Embrace Integrated Marketing

    Integrated marketing strategy is an absolute in today’s diverse advertising world.

    Marketing executives are under intense pressure to reach target audiences quickly and deliver rapid revenues using both offline and online channels, while measuring the contribution of each channel in cooperation with sales results. Read this quick how-to guide!

    read more

    My Space Returns With Big Ad Campaign

    Posted by on Jun 13, 2013 in Blog, Mashable, Social Media Bug Bites | 0 comments

    My Space Returns With Big Ad Campaign

    Well it’s no surprise to those of us who heard Justin Timberlake invested in it – that MySpace – previously thought dead online social media site – has risenf from the dead.

    Bottom line – I’m not sure an ad campaign of any kind can help MySpace which created so much viral social media before but became an outdated scientific joke. Would you use MySpace again just because of an ad campaign after 30 seconds of curiousity?

    read more

    42 Digital Media Resources You Can’t Miss

    Posted by on Jan 16, 2013 in Blog, Blogging, Facebook, Marketing, Mashable, Social Media Bug Bites, Timely Business News, Twitter | 1 comment

    42 Digital Media Resources You Can’t Miss

    Want the best of the best in online tools? Tired of being blocked from viewing certain websites from work? Mashable has com out with a list of the best digital resources from online classes to breaking through online censorship.

    The reporters and editors at Mashable spent the week buzzing around the Internet like digital bees, checking out all the best new apps and gadgets. To help you get up to speed in a hurry, we gathered all our most usable stories into this one post.

    read more

    10 Tools to Create Great Advertising Color Schemes

    Posted by on Jan 15, 2013 in Advertising, Blog, Graphic Design, Marketing, Mashable | 0 comments

    10 Tools to Create Great Advertising Color Schemes

    Adobe Kulers’ user-friendly, versatile, cloud-based interface creates a slick experience. It’s built around three core principals: Users can browse, build and share color schemes through the site, desktop (Adobe Air) app or (Mac OS X) Dashboard widget. It’s also available inside the Adobe CS4 Creative Suite applications.

    You can search color schemes by color, concept, hex values, tags and more. The ability to create a scheme based on the colors of an image you upload is also an incredibly useful feature.

    read more

Customer Satisfaction Competition for Online Retailers


Online Retailers Ranked by Customer Satisfaction

Endorse Us With Google+
Customer satisfaction matters and boils down to delivering what you promised consumers – check out the latest report!.

The 2012 Harris Poll Shopper Satisfaction Study of Online Retailers: A Look at The Online Shopping Landscape packs a punch and tells on online retailers.

Whether marketing in Naples or Tennessee customers matter. The Online Retailer Customer Satisfaction Report asked consumers to rate the top online retailers, 14 of them to be exact. Online retail sites were ranked by product selection, ease of shopping, perceived value and the likelihood the shopper would recommend the site plus overall satisfaction.

Amazon Ranks #1

Landing the top spot with a score of 82 out of 100 is Amazon. Customer satisfaction is high with Amazon because of the vast product selection and also consumers reported it’s easy to check out.

In November 2012, DREAMFly Marketing recommended you use Decision Simplicity Approach for online checkouts – read up it works!

Consumers said they recommend Amazon to others and gave it an overall score of 5.9 out of 7. I think the secret is the personal connection on Amazon, because even with bucket loads of customers, Amazon provides individual purchase recommendations making consumers’ searches faster.

By communicating throughout the purchase process and quickly answering any issues, Amazon is a top online retailer.

Learn from Amazon
So you’re not offering as many products? Any business can achieve high customer satisfaction by using a simple process to communicate and personalize a customer’s experience like Amazon does!

Customer Satisfaction #1 Versus #2

Marketing in Naples is simple compared to larger cities, but one customer satisfaction delivers word-of-mouth marketing regardless of your location.

Other customer satisfaction survey results to learn from:

  • Costco and Target are #2 for product choice and service
  • L.L. bean and Victoria’s Secret ranked higher for apparel
  • Failures – Urban Outfitters and Abercrombie & Fitch earned less than 60
  • Low Prices Won – JCPenney and Kohl’s scored 70 beating out pricier stores like Macy’s and Nordstrom

The Marketing Tip and Lesson?
Most surveyed consumers complained about the “ease of shopping” and it matters.

Create a solid customer service policy.

We handle businesses small and large, and customer satisfaction has been and always will be the ruling king of the day for businesses looking to thrive. Marketing in Naples might as well be marketing in New York City, remember that for your location.

Article information from: Which Online Retailers Have the Most Satisfied Customers?

About us: DREAMFly Marketing, a marketing firm in Naples and Southwest Florida, creates branding strategy for clients across the United States. Our marketing firm in Naples focuses on marketing in Naples, marketing strategy, advertising, public relations and social media online marketing, online marketing and promotional products. Our advertising agency specializes in marketing in Naples and launching nationwide strategies.


Leading Marketing Trends in 2016

Posted by on Jun 14, 2016 in Advertising, Blog, Facebook, home, Online Marketing, Social Media Bug Bites | 0 comments

Leading Marketing Trends in 2016

Marketing strategy will be adjusted in 2016 to sway focus away from social media and refocus businesses on using social media as a channel rather than a sole marketing strategy. Here learn three marketing trends that will change business in 2016.

read more

Naples Marketing Agency Announces New Partner

Posted by on Jan 12, 2016 in Blog, Business Development, Timely Business News | 0 comments

Naples Marketing Agency Announces New Partner

DREAMFly Marketing Founder Camden Smith is happy to announce a new partner with the Naples marketing firm, Nicole Smith Angelo. Nicole will serve as the marketing agency’s Business Development Partner.

read more

Facebook Reality Shift

Posted by on Jun 19, 2014 in Blog, Facebook, Social Media Bug Bites | 1 comment

More and more Facebook users are connecting and creating online friendships with people they have never met in person, but a danger seems to be developing with online users becoming swallowed up in online life rather than living in true reality.

Social media studies have shown that more and more people are connecting with Facebook rather than picking up the phone. This is not new social media news. There have been social media reports of children being bullied online and then committing suicide and some shuffled it off as unique cases.

read more

Engage Your Customers During Season

Posted by on Dec 6, 2013 in Blog, Customer Service, Naples Marketing | 0 comments

Engage Your Customers During Season

Engage Customers and Build Customer Loyalty in Naples and Beyond

Whether a business markets in Naples during season or has year round customers, learning how to engage your customers is key to growing in a saturated retail environment.

Anyone can speak to you, but not everyone can make you want to buy. Become the business person who makes every client feel special encouraging them to invest in the company by purchasing your goods and services.

Read this article for the top 5 tips about to successfully engage your customers!

read more

5 Best Mobile Advertising Tactics

Posted by on Nov 19, 2013 in Advertising, Blog, home, Mobile Marketing, Online Marketing | 0 comments

Where is your Mobile Advertising?

72% of small-business owners have planned for mobile advertising increases with budget and 65 percent of them will boost spending by up to 30 percent, according to a study by Borrell Associates of 1,300 small-business owners.

Google and Facebook are shifting more of their revenues to mobile advertising. In fact, a business can no longer find itself on a web search alone. It takes a robust campaign including mobile advertising, web advertising and traditional redundancies in your marketing plans.

GET 5 KEY WAYS TO MAKE YOUR MOBILE ADVERTISING ROCK!

read more

Obamacare Battles Marketing Budgets

Posted by on Sep 10, 2013 in Blog, Marketing, Politics, Timely Business News | 0 comments

Obamacare Battles Marketing Budgets

Obamacare Increases Health Insurance Costs and Battles Marketing Budgets Struggle

An increase in health insurance costs as a result of Obamacare may leave many executives wanting when it comes to filling vacancies and producing revenues if they fail to create a robust marketing budget.

Leaders across the nation have appeared on national news programs announcing layoffs or marketing budget reductions to absorb Obamacare. The key for companies both small and big is to create even more targeted marketing campaigns to produce higher returns on investment (ROI). Save your marketing budget!

read more

Integrated Marketing Why Brands Should Master It

Posted by on Sep 2, 2013 in Blog, Business Development, Facebook, LinkedIn, Marketing, Mobile Marketing, Online Marketing, Twitter | 0 comments

Integrated Marketing Why Brands Should Master It

Brands Must Embrace Integrated Marketing

Integrated marketing strategy is an absolute in today’s diverse advertising world.

Marketing executives are under intense pressure to reach target audiences quickly and deliver rapid revenues using both offline and online channels, while measuring the contribution of each channel in cooperation with sales results. Read this quick how-to guide!

read more

My Space Returns With Big Ad Campaign

Posted by on Jun 13, 2013 in Blog, Mashable, Social Media Bug Bites | 0 comments

My Space Returns With Big Ad Campaign

Well it’s no surprise to those of us who heard Justin Timberlake invested in it – that MySpace – previously thought dead online social media site – has risenf from the dead.

Bottom line – I’m not sure an ad campaign of any kind can help MySpace which created so much viral social media before but became an outdated scientific joke. Would you use MySpace again just because of an ad campaign after 30 seconds of curiousity?

read more

42 Digital Media Resources You Can’t Miss

Posted by on Jan 16, 2013 in Blog, Blogging, Facebook, Marketing, Mashable, Social Media Bug Bites, Timely Business News, Twitter | 1 comment

42 Digital Media Resources You Can’t Miss

Want the best of the best in online tools? Tired of being blocked from viewing certain websites from work? Mashable has com out with a list of the best digital resources from online classes to breaking through online censorship.

The reporters and editors at Mashable spent the week buzzing around the Internet like digital bees, checking out all the best new apps and gadgets. To help you get up to speed in a hurry, we gathered all our most usable stories into this one post.

read more

10 Tools to Create Great Advertising Color Schemes

Posted by on Jan 15, 2013 in Advertising, Blog, Graphic Design, Marketing, Mashable | 0 comments

10 Tools to Create Great Advertising Color Schemes

Adobe Kulers’ user-friendly, versatile, cloud-based interface creates a slick experience. It’s built around three core principals: Users can browse, build and share color schemes through the site, desktop (Adobe Air) app or (Mac OS X) Dashboard widget. It’s also available inside the Adobe CS4 Creative Suite applications.

You can search color schemes by color, concept, hex values, tags and more. The ability to create a scheme based on the colors of an image you upload is also an incredibly useful feature.

read more

Turn Customer Frowns Into Smiles


Endorse Us With Google+

Do You Make Clients Smile?

Naples marketing firm, strategic marketing solutions for customer serviceIf we’re being honest, we can FORGET TO KEEP CUSTOMERS HAPPY when we get caught up office work and projects.

The Value of Thank You…is Priceless
DREAMFly Marketing Magnetics discusses strategic marketing each week. Did you know the most important piece of your strategic marketing puzzle is keeping clients happy?

According to MarketingSherpa.com, it’s 5-7 times more expensive to GAIN new customers than it is to keep the ones you have HAPPY.

Strategic Marketing Tactics That Deliver Robust Customer Relationships
Listen to clients about their challenges. Too many fantastically expensive strategic marketing plans lack real teeth for building and monitoring customer relationships.

The Teeth in Customer’s Smiles

  • Send regular thank you notes with hand written signatures (for small-medium sized businesses)

    Larger companies may wish to send preprinted but personalized thank you letters or notes

  • Send a simple, personalized thank you / incentive email with an exclusive savings offer

    Use MailChimp or Constant Contact and “code” the email to include each recipients first name. It’s a blast email personalized!

  • Connect with customers on Facebook, Google+ and/or LinkedIn

    Social media believe it or not is more personal than generic mail and allows unfettered interaction

Our Naples Marketing Firm is often very busy and the team can get weighed down with deadlines, but just like you, we have a responsibility to engage clients, listen and help. Excellent service should be a no brainer.

The DREAMFly Marketing Team sets itself apart by pioneering marketing strategy and executing benchmarks to grow client’s profits and improve their lives…with a focus on service.

So…what sets your business apart?

Rusty Customer Service? Dust Off Your Best Strategic Marketing Tool!

  • Learn from customer service mistakes.
  • improving customer service

  • Upset patron?
    Listen! Don’t over talk, but do say their concern is your concern and offer to solve the issue.
  • Match your mission with customer treatment to connect your strategic marketing system
    For example, don’t advertise you are responsive when it takes you 4 hours to return calls. Don’t say service is polite and speedy when it’s argumentative and frustrating.

    Have staff answer the phone in a tone that matches your advertising, promotions and personal vision for the business.

  • Make extra time for clients that need it and become indispensable

Following those simple tips will make YOU the person clients look FORWARD to hearing from!

By connecting the dots from employee attitude to operations, staff telephone tone to customer promotions, strategic marketing comes to life.

Liked what you’ve read? Leave comments below and sign up for our blog newsletter.


Leading Marketing Trends in 2016

Posted by on Jun 14, 2016 in Advertising, Blog, Facebook, home, Online Marketing, Social Media Bug Bites | 0 comments

Leading Marketing Trends in 2016

Marketing strategy will be adjusted in 2016 to sway focus away from social media and refocus businesses on using social media as a channel rather than a sole marketing strategy. Here learn three marketing trends that will change business in 2016.

read more

Naples Marketing Agency Announces New Partner

Posted by on Jan 12, 2016 in Blog, Business Development, Timely Business News | 0 comments

Naples Marketing Agency Announces New Partner

DREAMFly Marketing Founder Camden Smith is happy to announce a new partner with the Naples marketing firm, Nicole Smith Angelo. Nicole will serve as the marketing agency’s Business Development Partner.

read more

Facebook Reality Shift

Posted by on Jun 19, 2014 in Blog, Facebook, Social Media Bug Bites | 1 comment

More and more Facebook users are connecting and creating online friendships with people they have never met in person, but a danger seems to be developing with online users becoming swallowed up in online life rather than living in true reality.

Social media studies have shown that more and more people are connecting with Facebook rather than picking up the phone. This is not new social media news. There have been social media reports of children being bullied online and then committing suicide and some shuffled it off as unique cases.

read more

Engage Your Customers During Season

Posted by on Dec 6, 2013 in Blog, Customer Service, Naples Marketing | 0 comments

Engage Your Customers During Season

Engage Customers and Build Customer Loyalty in Naples and Beyond

Whether a business markets in Naples during season or has year round customers, learning how to engage your customers is key to growing in a saturated retail environment.

Anyone can speak to you, but not everyone can make you want to buy. Become the business person who makes every client feel special encouraging them to invest in the company by purchasing your goods and services.

Read this article for the top 5 tips about to successfully engage your customers!

read more

5 Best Mobile Advertising Tactics

Posted by on Nov 19, 2013 in Advertising, Blog, home, Mobile Marketing, Online Marketing | 0 comments

Where is your Mobile Advertising?

72% of small-business owners have planned for mobile advertising increases with budget and 65 percent of them will boost spending by up to 30 percent, according to a study by Borrell Associates of 1,300 small-business owners.

Google and Facebook are shifting more of their revenues to mobile advertising. In fact, a business can no longer find itself on a web search alone. It takes a robust campaign including mobile advertising, web advertising and traditional redundancies in your marketing plans.

GET 5 KEY WAYS TO MAKE YOUR MOBILE ADVERTISING ROCK!

read more

Obamacare Battles Marketing Budgets

Posted by on Sep 10, 2013 in Blog, Marketing, Politics, Timely Business News | 0 comments

Obamacare Battles Marketing Budgets

Obamacare Increases Health Insurance Costs and Battles Marketing Budgets Struggle

An increase in health insurance costs as a result of Obamacare may leave many executives wanting when it comes to filling vacancies and producing revenues if they fail to create a robust marketing budget.

Leaders across the nation have appeared on national news programs announcing layoffs or marketing budget reductions to absorb Obamacare. The key for companies both small and big is to create even more targeted marketing campaigns to produce higher returns on investment (ROI). Save your marketing budget!

read more

Integrated Marketing Why Brands Should Master It

Posted by on Sep 2, 2013 in Blog, Business Development, Facebook, LinkedIn, Marketing, Mobile Marketing, Online Marketing, Twitter | 0 comments

Integrated Marketing Why Brands Should Master It

Brands Must Embrace Integrated Marketing

Integrated marketing strategy is an absolute in today’s diverse advertising world.

Marketing executives are under intense pressure to reach target audiences quickly and deliver rapid revenues using both offline and online channels, while measuring the contribution of each channel in cooperation with sales results. Read this quick how-to guide!

read more

My Space Returns With Big Ad Campaign

Posted by on Jun 13, 2013 in Blog, Mashable, Social Media Bug Bites | 0 comments

My Space Returns With Big Ad Campaign

Well it’s no surprise to those of us who heard Justin Timberlake invested in it – that MySpace – previously thought dead online social media site – has risenf from the dead.

Bottom line – I’m not sure an ad campaign of any kind can help MySpace which created so much viral social media before but became an outdated scientific joke. Would you use MySpace again just because of an ad campaign after 30 seconds of curiousity?

read more

42 Digital Media Resources You Can’t Miss

Posted by on Jan 16, 2013 in Blog, Blogging, Facebook, Marketing, Mashable, Social Media Bug Bites, Timely Business News, Twitter | 1 comment

42 Digital Media Resources You Can’t Miss

Want the best of the best in online tools? Tired of being blocked from viewing certain websites from work? Mashable has com out with a list of the best digital resources from online classes to breaking through online censorship.

The reporters and editors at Mashable spent the week buzzing around the Internet like digital bees, checking out all the best new apps and gadgets. To help you get up to speed in a hurry, we gathered all our most usable stories into this one post.

read more

10 Tools to Create Great Advertising Color Schemes

Posted by on Jan 15, 2013 in Advertising, Blog, Graphic Design, Marketing, Mashable | 0 comments

10 Tools to Create Great Advertising Color Schemes

Adobe Kulers’ user-friendly, versatile, cloud-based interface creates a slick experience. It’s built around three core principals: Users can browse, build and share color schemes through the site, desktop (Adobe Air) app or (Mac OS X) Dashboard widget. It’s also available inside the Adobe CS4 Creative Suite applications.

You can search color schemes by color, concept, hex values, tags and more. The ability to create a scheme based on the colors of an image you upload is also an incredibly useful feature.

read more

Kick Up Customer Service Standards


Recommend Us On Google


Pack a Smiling Punch With Your Customer Service

It’s a simple technique to win the hearts and minds of customers. Customer service must be a well oiled machine so customers become loyal, which is a major challenge in today’s fast market.

The 1, 2, 3 Connect of Customer Service

  1. Create Customer Service Program Standards
  2. Script Staff Phone Call Opening and Closing Comments
  3. Hire Secret Shoppers
  4. Creating Customer Service Standards
    Employees answer the phone friendly, but are you really connecting with customers?

    Standards should include:

    • Number of rings phone must be answered if there’s no automated voicemail service
    • Greeting staff must use when answering the phone
    • Quick answer list for potential questions within reason
    • Closing script for staff to use when ending a phone call
    • Opening and closing statements in email, on the phone or online should include a business’s slogan
    • Follow up phone call guide – when to follow up and when it is not needed
    • Secret shopper program (more discussion later)

    Standards create a strategic marketing measurement for a business’s customer service performance.

    customer service, naples marketing firm, customer service standards

    Cute Doesn't Cut It. Get Serious About Your Customer Service.

    When customers call your business, they should be greeted within two to three rings by a person who sounds like they are happy and smiling and ready to help.

    Collier Spay Neuter Clinic in Naples, Florida recently performed a complete overhaul on its customer service program further integrating its customer service standards into employees job performance goals. Our Naples marketing firm helped them match customer service standards to Collier Spay Neuter Clinic’s new branding and strategic marketing plan.

    Millions of businesses need to make the customer service shift!
    It can be as simple as directing staff to say, “I’ll find the answer and get back with you today,” as opposed to saying “I’m sorry I don’t know.”

    Often upset customers receive the traditional “I’m sorry. There’s nothing I can do,” answer, and it infuriates them.

    How does your staff speak to an upset customer?
    Does staff listen, argue or cut in? Customer service programs must include a guide for handling upset customers which directs staff to listen and then state, “This issue is also important to me; let me see what I can do to help.” This takes us to the next section: creating customer service scripts.

    Script Customer Calls
    Scripting the greeting and closing of a phone calls sounds tricky for many small businesses, but when is the last time you called a company like HP, Dell or Toyota and not received a scripted answer?

    As impersonal as scripts can be, scripting greetings and closings for telephone calls improves customer service. Customer service standards and scripting set the tone for company staff and the caller for the phone call.

    Sample Customer Service Scripts

    For answering customer telephone calls:
    “Thank you for calling Company A where we are (insert slogan). How may I assist you today?”

    For ending a positive customer phone conversation:
    “Again thank you for calling Company A. We value your business and looking forward to hearing from you again soon.”

    For ending an upset customer phone conversation:
    “Thank you for calling Company A. We do value your business and it is our goal to provide you the best possible customer service. Is there anything else I can do to improve your experience with us?…..Thank you for your continued business and thank you for calling.”

    These are samples only. Scripts should be developed to create the “feel and look” of your particular brand.

    Customer Service Secret Shoppers
    There is no better tool than secret shopping to ensure your staff is following the established customer service standards.

    Secret shopping allows you to create situations for shoppers and to analyze staff’s performance whether in person, in email or through a telephone call. Measure customer service with at least basic secret shopper survey questions:

    • Who helped you?
    • Did they seem distracted or focused (staff)?
    • How did this same person help other customers? (for in-person secret shoppers)
    • Did the staff member answer your questions and seem knowledgeable – explain?
    • How would you classify the staff member’s work attitude? (provide 4 choices to shopper)
    • How you would classify or describe your customer service experience? (provide 4 choices to shopper)
    • What do you feel staff did correctly and what can they improve? (leave area for shopper to write)

    There are professional secret shopping companies, and most full service marketing firms organize secret shopping for companies.

    Connect Before It’s Too Late
    Customer service standards sound too big to tackle, but getting ahead of your customer service issues before they arise, gives you a marketing strategy and solution to retain existing customers.

    Solid customer service keeps consumers returning. Customers want to matter and would choose better service over cheaper prices.

    How do you make customers matter?


    Leading Marketing Trends in 2016

    Posted by on Jun 14, 2016 in Advertising, Blog, Facebook, home, Online Marketing, Social Media Bug Bites | 0 comments

    Leading Marketing Trends in 2016

    Marketing strategy will be adjusted in 2016 to sway focus away from social media and refocus businesses on using social media as a channel rather than a sole marketing strategy. Here learn three marketing trends that will change business in 2016.

    read more

    Naples Marketing Agency Announces New Partner

    Posted by on Jan 12, 2016 in Blog, Business Development, Timely Business News | 0 comments

    Naples Marketing Agency Announces New Partner

    DREAMFly Marketing Founder Camden Smith is happy to announce a new partner with the Naples marketing firm, Nicole Smith Angelo. Nicole will serve as the marketing agency’s Business Development Partner.

    read more

    Facebook Reality Shift

    Posted by on Jun 19, 2014 in Blog, Facebook, Social Media Bug Bites | 1 comment

    More and more Facebook users are connecting and creating online friendships with people they have never met in person, but a danger seems to be developing with online users becoming swallowed up in online life rather than living in true reality.

    Social media studies have shown that more and more people are connecting with Facebook rather than picking up the phone. This is not new social media news. There have been social media reports of children being bullied online and then committing suicide and some shuffled it off as unique cases.

    read more

    Engage Your Customers During Season

    Posted by on Dec 6, 2013 in Blog, Customer Service, Naples Marketing | 0 comments

    Engage Your Customers During Season

    Engage Customers and Build Customer Loyalty in Naples and Beyond

    Whether a business markets in Naples during season or has year round customers, learning how to engage your customers is key to growing in a saturated retail environment.

    Anyone can speak to you, but not everyone can make you want to buy. Become the business person who makes every client feel special encouraging them to invest in the company by purchasing your goods and services.

    Read this article for the top 5 tips about to successfully engage your customers!

    read more

    5 Best Mobile Advertising Tactics

    Posted by on Nov 19, 2013 in Advertising, Blog, home, Mobile Marketing, Online Marketing | 0 comments

    Where is your Mobile Advertising?

    72% of small-business owners have planned for mobile advertising increases with budget and 65 percent of them will boost spending by up to 30 percent, according to a study by Borrell Associates of 1,300 small-business owners.

    Google and Facebook are shifting more of their revenues to mobile advertising. In fact, a business can no longer find itself on a web search alone. It takes a robust campaign including mobile advertising, web advertising and traditional redundancies in your marketing plans.

    GET 5 KEY WAYS TO MAKE YOUR MOBILE ADVERTISING ROCK!

    read more

    Obamacare Battles Marketing Budgets

    Posted by on Sep 10, 2013 in Blog, Marketing, Politics, Timely Business News | 0 comments

    Obamacare Battles Marketing Budgets

    Obamacare Increases Health Insurance Costs and Battles Marketing Budgets Struggle

    An increase in health insurance costs as a result of Obamacare may leave many executives wanting when it comes to filling vacancies and producing revenues if they fail to create a robust marketing budget.

    Leaders across the nation have appeared on national news programs announcing layoffs or marketing budget reductions to absorb Obamacare. The key for companies both small and big is to create even more targeted marketing campaigns to produce higher returns on investment (ROI). Save your marketing budget!

    read more

    Integrated Marketing Why Brands Should Master It

    Posted by on Sep 2, 2013 in Blog, Business Development, Facebook, LinkedIn, Marketing, Mobile Marketing, Online Marketing, Twitter | 0 comments

    Integrated Marketing Why Brands Should Master It

    Brands Must Embrace Integrated Marketing

    Integrated marketing strategy is an absolute in today’s diverse advertising world.

    Marketing executives are under intense pressure to reach target audiences quickly and deliver rapid revenues using both offline and online channels, while measuring the contribution of each channel in cooperation with sales results. Read this quick how-to guide!

    read more

    My Space Returns With Big Ad Campaign

    Posted by on Jun 13, 2013 in Blog, Mashable, Social Media Bug Bites | 0 comments

    My Space Returns With Big Ad Campaign

    Well it’s no surprise to those of us who heard Justin Timberlake invested in it – that MySpace – previously thought dead online social media site – has risenf from the dead.

    Bottom line – I’m not sure an ad campaign of any kind can help MySpace which created so much viral social media before but became an outdated scientific joke. Would you use MySpace again just because of an ad campaign after 30 seconds of curiousity?

    read more

    42 Digital Media Resources You Can’t Miss

    Posted by on Jan 16, 2013 in Blog, Blogging, Facebook, Marketing, Mashable, Social Media Bug Bites, Timely Business News, Twitter | 1 comment

    42 Digital Media Resources You Can’t Miss

    Want the best of the best in online tools? Tired of being blocked from viewing certain websites from work? Mashable has com out with a list of the best digital resources from online classes to breaking through online censorship.

    The reporters and editors at Mashable spent the week buzzing around the Internet like digital bees, checking out all the best new apps and gadgets. To help you get up to speed in a hurry, we gathered all our most usable stories into this one post.

    read more

    10 Tools to Create Great Advertising Color Schemes

    Posted by on Jan 15, 2013 in Advertising, Blog, Graphic Design, Marketing, Mashable | 0 comments

    10 Tools to Create Great Advertising Color Schemes

    Adobe Kulers’ user-friendly, versatile, cloud-based interface creates a slick experience. It’s built around three core principals: Users can browse, build and share color schemes through the site, desktop (Adobe Air) app or (Mac OS X) Dashboard widget. It’s also available inside the Adobe CS4 Creative Suite applications.

    You can search color schemes by color, concept, hex values, tags and more. The ability to create a scheme based on the colors of an image you upload is also an incredibly useful feature.

    read more

Is Your Business Running Cold?


Contact DREAMFly Marketing

 

It’s Time to Break Out Risk for Businesses

USA Today is reporting that many businesses are ready to go beyond “sales” to attract customers following the economic fall that began in 2008.

While doctor offices and the medical field may not be showcasing sales, most of the private and public commercial industry has focused on half off and weekend promotions to boost business. How many stores have you gone to this year because of a sale? 5? 10? 20+?

What Are the Marketing Keys for 2011?
According to product launch experts, the key is literally getting out of the mundane box the economy has put us in.

“We’re going to see a ramp-up in risk taking.”

- Tom Vierhile, director of product launch analytics at researcher Datamonitor
source

Strategic marketing includes the development of new products. But what about those of you not “creating” an actual product, right?

A great example of out of the box thinking is taking a small financial risk as opposed to a large one. Con-Agra, manufacturer of microwavable popcorn, is creating a popcorn with a bag that becomes a bowl!

On a local level we have to think just as smart but financially smarter.

A Strategic Marketing Guide of What Consumers Want:

  1. Time Savers
  2. Products at Their Fingertips
  3. Convenient Products for Lifestyle
  4. Local if affordable over national products
  5. Connection to favorite products on social media
  6. Customer Service
  7. We like to produce what WE think is important, but with so many choices and so little time consumers need YOU to fit THEIR life quickly and simply. Two good examples in Naples, Florida of this success are discussed below.

Time Saver Success in Southwest Florida
Naples, Fla. based BlocDeals is a local-focused coupon website that emails time and money savers to its subscribers. Advertising here makes it simple to discover new customers. Groupon does not allow medical facilities to advertise, so if you are in the medical field find a local coupon website

Strategic marketing, coupons in florida, marketing trends

BlocDeals connects local businesses with local customers.

to promote your out of the box sale or idea.

 

“We are truly a local company for local business and our flexibility allows us to help local businesses maximize revenues. This is also how we have grow to be a very strong competitor locally in Southwest Florida for a large national company like Groupon.”

- Robert Desiano, BlocDeal founder

Desiano believes his success is because he is helping businesses succeed and meets regularly with advertisers to create robust working relationships, which takes us to the second and most important component for 2011 success.

Customer Service – Be Honest Do You Have It?

Petunia

Does anyone remember the days when instead of voice mail you spoke to a person immediately when you called a business? Where did customer service go?

 

The most perfect example of customer services in Southwest Florida is Petunia’s of Naples, a fun, fashion boutique for women on Fifth Avenue South in Naples, Fla. Owner Claudette Willis said her customer service is simple. The store opened in 1994.

“When a client walks in, I learn their name, their mother’s name, their pets names. I care about their personal information, because that’s what customer service is about. When someone walks in and you remember what they purchased and their personal details that is what makes the difference.”

-Claudette Willis, Petunia’s of Naples owner

Best tips for 2011:

  • Create opportunity thinking beyond sales
  • Take a hard look at customer service standards and policies
  • Connect with customers online, in person and through the mail
  • Be personal in all that you do

Contact DREAMFly Marketing with questions or post questions on our web or Facebook pages.


Leading Marketing Trends in 2016

Posted by on Jun 14, 2016 in Advertising, Blog, Facebook, home, Online Marketing, Social Media Bug Bites | 0 comments

Leading Marketing Trends in 2016

Marketing strategy will be adjusted in 2016 to sway focus away from social media and refocus businesses on using social media as a channel rather than a sole marketing strategy. Here learn three marketing trends that will change business in 2016.

read more

Naples Marketing Agency Announces New Partner

Posted by on Jan 12, 2016 in Blog, Business Development, Timely Business News | 0 comments

Naples Marketing Agency Announces New Partner

DREAMFly Marketing Founder Camden Smith is happy to announce a new partner with the Naples marketing firm, Nicole Smith Angelo. Nicole will serve as the marketing agency’s Business Development Partner.

read more

Facebook Reality Shift

Posted by on Jun 19, 2014 in Blog, Facebook, Social Media Bug Bites | 1 comment

More and more Facebook users are connecting and creating online friendships with people they have never met in person, but a danger seems to be developing with online users becoming swallowed up in online life rather than living in true reality.

Social media studies have shown that more and more people are connecting with Facebook rather than picking up the phone. This is not new social media news. There have been social media reports of children being bullied online and then committing suicide and some shuffled it off as unique cases.

read more

Engage Your Customers During Season

Posted by on Dec 6, 2013 in Blog, Customer Service, Naples Marketing | 0 comments

Engage Your Customers During Season

Engage Customers and Build Customer Loyalty in Naples and Beyond

Whether a business markets in Naples during season or has year round customers, learning how to engage your customers is key to growing in a saturated retail environment.

Anyone can speak to you, but not everyone can make you want to buy. Become the business person who makes every client feel special encouraging them to invest in the company by purchasing your goods and services.

Read this article for the top 5 tips about to successfully engage your customers!

read more

5 Best Mobile Advertising Tactics

Posted by on Nov 19, 2013 in Advertising, Blog, home, Mobile Marketing, Online Marketing | 0 comments

Where is your Mobile Advertising?

72% of small-business owners have planned for mobile advertising increases with budget and 65 percent of them will boost spending by up to 30 percent, according to a study by Borrell Associates of 1,300 small-business owners.

Google and Facebook are shifting more of their revenues to mobile advertising. In fact, a business can no longer find itself on a web search alone. It takes a robust campaign including mobile advertising, web advertising and traditional redundancies in your marketing plans.

GET 5 KEY WAYS TO MAKE YOUR MOBILE ADVERTISING ROCK!

read more

Obamacare Battles Marketing Budgets

Posted by on Sep 10, 2013 in Blog, Marketing, Politics, Timely Business News | 0 comments

Obamacare Battles Marketing Budgets

Obamacare Increases Health Insurance Costs and Battles Marketing Budgets Struggle

An increase in health insurance costs as a result of Obamacare may leave many executives wanting when it comes to filling vacancies and producing revenues if they fail to create a robust marketing budget.

Leaders across the nation have appeared on national news programs announcing layoffs or marketing budget reductions to absorb Obamacare. The key for companies both small and big is to create even more targeted marketing campaigns to produce higher returns on investment (ROI). Save your marketing budget!

read more

Integrated Marketing Why Brands Should Master It

Posted by on Sep 2, 2013 in Blog, Business Development, Facebook, LinkedIn, Marketing, Mobile Marketing, Online Marketing, Twitter | 0 comments

Integrated Marketing Why Brands Should Master It

Brands Must Embrace Integrated Marketing

Integrated marketing strategy is an absolute in today’s diverse advertising world.

Marketing executives are under intense pressure to reach target audiences quickly and deliver rapid revenues using both offline and online channels, while measuring the contribution of each channel in cooperation with sales results. Read this quick how-to guide!

read more

My Space Returns With Big Ad Campaign

Posted by on Jun 13, 2013 in Blog, Mashable, Social Media Bug Bites | 0 comments

My Space Returns With Big Ad Campaign

Well it’s no surprise to those of us who heard Justin Timberlake invested in it – that MySpace – previously thought dead online social media site – has risenf from the dead.

Bottom line – I’m not sure an ad campaign of any kind can help MySpace which created so much viral social media before but became an outdated scientific joke. Would you use MySpace again just because of an ad campaign after 30 seconds of curiousity?

read more

42 Digital Media Resources You Can’t Miss

Posted by on Jan 16, 2013 in Blog, Blogging, Facebook, Marketing, Mashable, Social Media Bug Bites, Timely Business News, Twitter | 1 comment

42 Digital Media Resources You Can’t Miss

Want the best of the best in online tools? Tired of being blocked from viewing certain websites from work? Mashable has com out with a list of the best digital resources from online classes to breaking through online censorship.

The reporters and editors at Mashable spent the week buzzing around the Internet like digital bees, checking out all the best new apps and gadgets. To help you get up to speed in a hurry, we gathered all our most usable stories into this one post.

read more

10 Tools to Create Great Advertising Color Schemes

Posted by on Jan 15, 2013 in Advertising, Blog, Graphic Design, Marketing, Mashable | 0 comments

10 Tools to Create Great Advertising Color Schemes

Adobe Kulers’ user-friendly, versatile, cloud-based interface creates a slick experience. It’s built around three core principals: Users can browse, build and share color schemes through the site, desktop (Adobe Air) app or (Mac OS X) Dashboard widget. It’s also available inside the Adobe CS4 Creative Suite applications.

You can search color schemes by color, concept, hex values, tags and more. The ability to create a scheme based on the colors of an image you upload is also an incredibly useful feature.

read more