Basic Small Business Marketing Strategies

Small business marketing refers to the strategies and tactics to promote products or services and reach a small business’s target audience. Because small businesses typically have limited resources, their marketing efforts may be focused on a specific local area or target audience. They may include a mix of online and offline marketing tactics.

Small business marketing can include a wide range of activities. Some examples include:

  • Creating a solid brand identity and developing a marketing plan
  • Developing and distributing marketing materials
  • Using social media and other online platforms to connect with customers
  • Participating in local events and community activities to raise awareness of the business. 

Small business marketing aims to generate leads and sales and build a loyal customer base.

What are some small business marketing strategies?

Small businesses can use different marketing strategies depending on their goals and resources. Some common approaches include:

  1. Creating a solid brand identity and ensuring consistency in marketing materials – think logo, website, and social media channels.
  2. Building a customer email list and sending regular newsletters or promotions to keep customers engaged and informed about your business.
  3. Leveraging social media to connect with customers, share content, and promote your products or services.
  4. Offering promotions, discounts, or other incentives to encourage customers to try your products or services.
  5. Collaborating with other businesses or influencers to reach a broader audience and gain exposure for your brand.
  6. Investing in search engine optimization (SEO) to improve your visibility on search engines and attract more organic traffic to your website.
  7. Creating and sharing engaging, high-quality content, such as blog posts, videos, or infographics, to attract and retain customers.
  8. Focusing on customer service and building positive relationships with your customers to encourage repeat business and positive word-of-mouth.
What kind of stories should small businesses tell in their marketing efforts?

Small businesses should focus on telling stories that resonate with their target audience and highlight the unique aspects of their brand. Tips to achieve this can include:

  • Stories about the history of the business
  • The inspiration behind their products or services
  • The challenges they have overcome
  • The positive impact they have made in their community.

Some examples may include the following:

  • An artisanal bakery might tell the story of how the owner learned to bake from their grandmother and how they use traditional recipes and techniques to create their delicious pastries.
  • A fashion boutique might tell the story of how the owner sources clothing from independent designers and supports the local fashion community.
  • A small artisanal soap company might tell how they started making soap as a hobby using natural ingredients and sustainable packaging.

These stories can help small businesses connect with their customers on a deeper level and differentiate themselves from larger, more impersonal brands. By telling authentic, engaging stories, small companies can create a solid emotional connection with their customers and build a loyal following.

What are some good ways for small businesses to develop trust with clients?

Developing trust with clients is essential for the success of any small business. Here are some ways that small businesses can build trust with their clients:

  1. Be transparent and honest in all your interactions with clients. This means being upfront about your pricing, services, and policies and not making false or exaggerated claims about your products or services.
  2. Provide exceptional customer service and be responsive to your client’s needs, which means being available to answer questions, address concerns, and resolve any issues promptly and professionally.
  3. Deliver on your promises and meet your client’s expectations. If you say you’re going to do something, make sure you follow through and do it to the best of your ability.
  4. Be consistent in the quality of your products or services. If you consistently provide high-quality products or services, your clients will come to trust that they can count on you to deliver what you say you will.
  5. Use testimonials, reviews, and referrals to show potential clients that others have had positive experiences working with your business, which can help build trust and credibility with potential clients.
  6. Be transparent about your business practices and policies. Include sharing information about your supply chain, sustainability efforts, or community involvement.
  7. Be responsive and communicative with your clients to keep them informed about the progress of their projects. Be available to answer questions or address concerns as they arise.

Building trust with your clients is about consistently providing high-quality products or services, being transparent and honest in your interactions, and being responsive and communicative throughout the process. And, yes, building trust is all about the outcomes of your marketing efforts.

Other Marketing Resources for Small Businesses

How to Advertise Your Business Locally

As a local small business owner, competition can be intense, so you must stand out among local customers. To do this, you must advertise your business locally.

Advertising locally can be cheap too! Instead of spending tens of thousands of dollars on a local billboard that passersby may or may not look at, here are five helpful and effective strategies for advertising your business locally.

Have a Strong Local Listings Strategy

One of the most effective and inexpensive strategies you can use is local listings when looking for ways to advertise your business locally. A solid local listing strategy is key to drawing local attention to your business.

A local listing is an online profile of your business and business information. For example, you can set up a Google Business Listing on Google. Doing so makes it easier for customers to find your business when searching on Google.

Your Google Business Profile will have information such as your business name, what your company does, business address, business phone number, photos, reviews, and any other information relevant to your business. Think of it like a mini website for your business that gets promoted each time someone makes a relevant local search on Google.

Let’s say you own a pizza shop. If a local consumer is in the mood for pizza, they might search: “Pizza near me.” Google will show them all the local pizza shops via Google Business listings. If your business has a solid local listing strategy, it will likely be the first to show up. And just like that – a new customer has discovered your business!

So first things first, you need to make sure you have a local listing with a listing platform such as Google Business Profile Manager (formerly Google My Business). Once your listing is up and running, you will want to manage and optimize it for better local search rankings continuously.

Local listings management is an inexpensive and effective way to advertise locally (Psst – if you’re not sure where to start, we offer a free two-month Google listings management trial!)

Grow Your Email List

Another way to target local customers is with an email marketing strategy. Building a connection with your customers is very important as a small business owner. Email is one of the best ways to do this!

Reach more local customers by growing your email list. You can do this by adding an email signup section to your website. You can also get customer emails in person or after a sale!

Introduce and Promote a Loyalty Program or a Referral Program

Once you’ve started growing your email list, consider using email to promote a loyalty or referral program. A loyalty program is an inexpensive way to create long-term customers locally. And a referral program is excellent for local word-of-mouth advertising!

Social Media Marketing

Another strategy you can use to advertise locally is social media. Social media allows you to build an audience and keep them up to date on the latest happenings with your business. Promote events, promotions, exciting updates and more via social media. You can grow your local social media audience by tagging your location in posts, using location-based hashtags and promoting your social media via email, your website or in person!

Need a Hand With Local Advertising?

If you need help advertising your business locally, turn to us! 10|20 Marketing assists companies of all sizes – helping them reach customers locally. Reach out today for a free consultation!

 

How to Ask for Google Business Profile Reviews

It’s no secret that having a robust Google Business Profile is key to gaining more exposure for your business. There are plenty of ways you can optimize your Google Business Profile to make it as strong as possible. Making sure you have a properly optimized Google listing makes it easier for customers to find your business and gives you more credibility.

One way that you can strengthen your Google Business Profile is with reviews. 94% of consumers say that a positive review makes them more likely to choose a business. So building up a good collection of reviews on your Google Profile will significantly benefit your business.

But how can you get more Google business reviews?

Optimizing your Google Business Profile with more reviews can be challenging since you have to rely on others to leave reviews. So, to grow your collection of Google Business Profile reviews, you must turn to your customers.

Instead of waiting around and hoping your customers will leave great reviews on your page, you should be asking your customers to leave reviews. Your loyal and happy customers will likely be more than pleased to help your small business by leaving a review.

So, how can you ask your customers for reviews? Here are five ways to ask customers to leave a Google review on your Google Business Profile!

1. Verbally Ask

If you have a great rapport with your customers and want to get straight to the point, feel free to verbally ask for a review, whether in person or over the phone. A simple way to incorporate this question is after a great conversation with a customer when you’re confident that they are delighted with the service you provided them. Or, after a customer offers positive feedback during a conversation, you could encourage them to share their feedback in a review to help other customers. Make the request for a Google review natural and conversational.

2. Email/Text Request

Another way to request a review is via email or text message, which you can send out to your contact list, or a request sent after a customer completes a transaction with your business. Also, it’s important to note that text requests have a higher conversion – so consider sending the request via text.

3. QR Code

Link the option to review with a QR code! Doing so will make it simple for customers to leave a review. This QR code could be displayed at your onsite location or at a special event. Be sure to point it out to customers, so they know it’s there!

4. Link in Email Signature

If you want to ask for Google Business Profile reviews without asking, you can link the option to review in your email signature. Then, when you send out an email to your customers, they’ll get a subtle CTA to review your business. For example, your CTA to review could look something like this: “Have we helped you? Help others discover us by leaving a review on Google!”

Quick note! Make sure that you’re responding to customer reviews as well. Responding to reviews lets your customers know you appreciate their feedback and value their responses. It could also encourage more customers to leave reviews!

5. Review Management Software

If you want to avoid manually asking for reviews, you can automate review requests with review management software.

With review management software, you can automatically send review requests, whether it’s after a transaction, an in-person visit, or via a targeted campaign. Incorporating review management software into your Google Business Profile strategy also automates monitoring for new reviews, responding to and showcasing the best reviews on your website or social media.

Want to get started earning more reviews? 10|20 Marketing can provide you with review management software to make managing your entire Google Business Profile much simpler. Contact us today for a free consultation, and we’ll get you started with this helpful software!

Interested in this topic? Read more of our posts related to review marketing:

Need more evidence of the importance of Google Business Profile reviews?

How to Use Social Media to Grow Your Small Business

If you’re a small business owner and still need to begin using social media to grow your business, there is no better time than now.

Small businesses can certainly benefit from the power of a social media marketing strategy. In 2021, over 4.26 billion people used social media worldwide, and this total is still growing.

But growing your business with social media is much more than just creating an account on one platform and posting every so often. To impact your business’s success with social media, you must thoughtfully leverage social media. With a strategic and holistic social media marketing approach, you can drive leads, email marketing signups, brand awareness, engagement, and so much more.

So if you want to grow your business using social media, check out these helpful tips.

Drive and Nurture Leads

Not only can you drive leads with social media, but when done strategically, you can drive quality leads for your small business. You must have a clear brand image/voice to make this happen. When you have a clear brand image/voice, you can create content that’s relevant to your brand. Doing this will attract social media engagers that align with your brand. From here, continue to produce content that your audience will enjoy. Doing so should be simple if you commit to a clear brand image/voice. Include a call to action in your content, and before you know it, you’ve just brought in a ton of quality leads for your business.

Social media is also a great way to target leads for your email marketing campaigns and should be a part of every business owner’s marketing strategy. Email marketing allows you to share messages and important information with your audience that are hard to get across via social media. The great thing about social media is that it can attract leads to your email marketing contact list. Doing so will allow you to harness the full potential of both strategies.

As you build your social media audience, encourage your followers to subscribe to your emails with a CTA or even an incentive. An excellent way to do this is to take a valuable excerpt from one of your email newsletters and share it on your social media page. Let your audience know that social media is one of many places where they’ll receive valuable information from your business. Of course, you can also apply this thinking the other way. For example, include excerpts or essential updates from your social media in an email and encourage subscribers to give your business a follow.

Remember, getting people to opt-in to your email list is a big win, as they’re permitting you to reach them more personally.

Brand Awareness and Engagement

Social media is a great way to boost brand awareness for your business. With a solid social presence, you have more chances of reaching potential customers via social media. And the more people interact with your brand on social media, the more your brand awareness increases.

Increase brand awareness with social media by using your page to announce upcoming events, new product or service launches and important news about your business.

As you build awareness, watch for an increase in engagement. The more your audience engages with your brand, the more trust and loyalty you create, which is crucial for increasing sales. Essentially, the better your engagement, the more sales will grow.

So, how can you use social media to improve engagement? First, you have to play a long game. To enhance engagement levels from social media, you need to have a clear brand voice/image. You also have to post consistently.

And make sure to engage back with your customers! Respond to their comments, answer all direct messages and even ask for feedback!

Drive Traffic

You can also use social media to drive traffic to your blog, website or in-person business location. For example, add specific calls-to-action to your social media posts, encouraging your audience to check out your blog or website. And if you’re hosting an in-store event or promotion, post consistently about it on social media!

And remember, your Google Business Profile (Google My Business) listing is also a social network. So remember to share your content on your Google listing too!

Need Help Growing Your Business With Social Media?

10|20 Marketing can help. Our team of experts will put together a solid social media strategy for your business that’ll help you bring in great leads, more traffic and ultimately, more sales. We can also manage your social media pages for you. Ready to get started? Contact us today!

Using Promotional Items to Grow Your Business

There are different approaches that small businesses can take to grow their business. As a small business owner, you’re probably familiar with most traditional marketing tactics. Still, a strategy you may need to be more familiar with is using promotional items.

Promotional items are branded goods or “swag” as a promotion. The idea is to send the right message to the right person at the right time. For example, let’s say you own a ski resort. A promotional item you may give customers or clients could be branded ski hats with your resort’s logo/art – distributed to promote and grow your business.

Promotional items aren’t just apparel, either. This swag could range from cookies with your small business’ logo to custom bobbleheads.

So, how can your small business use these items to raise brand awareness and expand your reach?

Our recent episode of A Little Marketing discusses how small businesses can use promotional items to grow. In the episode, Kristy Carruthers, owner of Proforma Connect Branded Goods in Kelowna, BC, joins us. Kristy gives us the inside scoop on how to use “swag” to build relationships and grow your business.

The Benefits of Branded Goods

Is giving away promotional items worth it for small business owners? Well, according to Kristy, branded items have a ton of benefits. “There are many ways to incorporate branding tools into your business. Whether it’s reaching new clients, creating awareness, growing sales, retaining clients longer – it’s endless,” Kristy says.

It also has a great ROI. Kristy mentions that if you choose the branded item thoughtfully, it’s one of the lowest-costing advertising mediums. “If you chose [the branded item] well and it’s something that they value, use and keep for a long time . . . they’re seeing your logo, they’re being reminded of your company over and over and over again for that one small initial cost.”

So overall, it’s a great way to get your business’s name out there!

Use Promotional Items to Keep in Touch with Your Customers or Clients

Promotional items not only help to promote your business, but they also promote growth in the relationship between your business and your client or customer base. In addition, taking advantage of promotional items as a small business is something unique that’ll set your business apart. As Kristy mentions, “It’s something you can do as a small business that these large companies aren’t going to be able to do at scale.”

Consider gifting items for your client’s birthday, the anniversary of your business-client relationship, or just because!

“They can hold that item, they can keep that item . . . it creates that goodwill,” says Kristy. It’s a thoughtful and kind way to remind your customers or clients that your business is there.

And a great bonus: Your clients may even post the item on social media or show it to their friends, creating buzz about your business.

Aside from the benefits of promotion and relationship building, promotional items are a great way to make your clients – and you – feel good as small business owners. “At the end of the day, if you get nothing out of it — you’ve made someone’s day. You’ve made them feel good about your company,” says Kristy, “It’s feel-good marketing!”

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Learn from our other guest experts from our podcast too!

How Much Should a Small Business Marketing Budget Be?

It’s no secret that your small business needs to invest in marketing strategies to keep up with the competition, generate leads and raise brand awareness. There are different routes your business can take with a marketing strategy, whether that be social media marketing, email marketing, search-based marketing, billboards, magazine ads or one of many other marketing strategies. But before you start with all these strategies, your business needs to answer an important question: How much should your small business marketing budget be?

Creating a small business budget for marketing is an essential first step to successfully growing your small business. However, you shouldn’t blindly throw money into a marketing campaign and hope it works. Your business needs to have a strategy. A plan will make developing an appropriate marketing budget for your business easier.

So how can you get started creating a budget for marketing that aligns with a good marketing strategy for your business? There are a few elements to consider, but these tips will help you get started:

Research Your Industry

A good rule of thumb for determining what to spend on your small business marketing budget is to look at what others in your industry are doing.

A BDC 2019 survey of Canadian businesses found that “Canadian small business marketing costs average just over $30,000 a year, while those with 20 to 49 employees spend twice that amount. Companies with 50 or more employees tend to have marketing budgets above $100,000.”

It’s important to understand that the BDC survey isn’t saying what your business should spend; this is just an average across Canadian companies. Research what other businesses in your specific industry are spending to gauge what an appropriate marketing budget would be for your small business.

Follow the Percentage of Revenue Rule of Thumb

Another way to scope what your small business marketing budget should be is through the percentage of revenue rule of thumb. A common practice across B2B companies is that you should consider spending 2% to 5% of revenue on marketing. However, for B2C companies, the percentage of revenue spent on marketing is typically between 5% and 10%. And 20-25% may be more reasonable for young companies just starting.

Your business should increase or decrease this percentage depending on your strategy and ROI.

Create a Strategy-Centric Budget

Having a good marketing strategy in place will help you avoid blindly throwing your budget away on marketing efforts that may or may not be effective. These four tips for setting up a marketing strategy can help create a more thoughtful marketing budget.

  1. Start Small. If this is your first marketing effort, there’s no need to go all out. Stay away from the five-figure television or radio ads before and concentrate on building a manageable marketing strategy that works. Digital marketing is a great place to start. Digital marketing is known for having a high ROI and works as both an excellent long-term and short-term strategy.
  2. Set goals. What is your objective with your marketing efforts? For example, do you want to generate leads, convert leads, increase total sales, or drive more in-person traffic? Establishing clear goals will allow you to determine how much of your campaign to dedicate to a specific effort. From here, you can measure your goals and see how your strategy performs to determine if you should increase or decrease your money spent on that specific marketing effort.
  3. Track results. Track. Track. Track. Tracking results is the only way to see if you’re spending the right amount on marketing.
  4. Adjust Your Budget as Needed. If something is working, and bringing a high ROI, dedicate more of your budget to that specific marketing strategy. Feel free to adjust your budget as you learn more about what’s working or not.
Create a Strong Strategy for Your Budget

The number one driving factor behind your small business marketing budget should be a strategy that works. Need help gauging what you should be spending on marketing based on your business’ marketing goals? Contact one of our digital marketing experts today for a free marketing consultation!

Why Email Marketing Is Important For Small Businesses

As a small business owner, you’re probably always looking for ways to connect with your audience. Building connection and trust with your audience are vital for businesses – specifically small businesses – because it builds brand loyalty. Email marketing is a great way to do this, and it’s something every small business should utilize in its marketing strategy!

We know that search marketing, social media marketing, content marketing and other popular digital marketing strategies are excellent tools for small businesses. But one of the oldest forms of digital marketing is email marketing. Businesses everywhere have used email for decades – for a good reason – because it works!

If you want a direct way to connect with your audience, raise brand awareness and educate your audience on your business’ upcoming events, offers and more, email marketing will be your small business’s best friend.

So how can small businesses get started with email marketing and use it to make an impact?

In our recent episode of A Little Marketing, we spoke with guest expert Erin Cafferty on the ins and outs of email marketing for small businesses.

In this episode, “Nurturing Your Audience with Email Marketing,” Erin discusses how small businesses can use email marketing to impact their audience.

Email marketing expert Erin Cafferty discusses best practices and how to get started.

Know Your Audience

You’ll need a contact list when you start an email marketing strategy for your small business. Having this list is the first step to identifying your audience. Depending on your industry, there are a few different ways you can build up this list. For example, if you have in-person customers who shop at your store, you can ask for their email when they make a purchase. Or you can allow customers to opt-in to emails when they visit your website. If you’re trying to convert, another approach you could take is offering a free trial and getting the lead’s email that way.

However you build your email contact list, know who the audience is on the receiving end of the email. Your email marketing strategy approach should differ depending on who your audience is.

“You must know where your audience is in the buying process,” Erin says.

Knowing who is on the other end of your email and where they are in the buying process will be the difference between sending newsletter-style emails and sales emails. If you want to nurture that connection and relationship with your audience, then newsletters or educational content are the way to go. On the other hand, if you’re trying to convert, then sales emails are the better route.

Erin says, “If your audience reads newsletters, that’s the place to be. If your audience is swiping delete on sales emails, that’s not the place to be. It’s important to understand the intricacies of what your audience is doing daily.” If you need clarification on what your audience wants from an email, then an email analytic tool can help you figure this out.

Make Connections and Build Relationships

Email marketing is powerful because it’s a direct way to nurture your relationship with your audience. When you send a customer or lead an email, you’re building upon your relationship while educating them on who your business is and what your business can do for them.

“Connection is my main goal . . . people have to feel a connection to the brand itself before they consider buying anything from you,” Erin says.

Use Email to Stand Out

Since an email goes directly to your intended audience, it’s a great chance to get your message across. But to get your audience to pay attention, you need to stand out. The email notification is your chance to do this. Since it’s a singular notification, you still need to compete with mass amounts of emails in the customer’s inbox. Have a strong subject line and intro to your email that stands out. So how can you do that?

“Instead of doing what everyone else is doing . . . I try to do the opposite. If your email looks like everyone else’s, there’s no incentive to click on it,” says Erin.

Want to learn how to set up an email marketing strategy for your small business? Check out our podcast with guest expert Erin right here! Or contact our team of digital marketing experts at 10|20 Marketing and find out how we can set up an email marketing strategy to bring your small business more leads, sales and traffic!

Business Sales 101 with Meghan Lamle

For business owners, your sales strategy is just as important as your marketing strategy. Especially in the online space, the two go hand-in-hand. That’s why it’s important to understand Business Sales 101!

We recently spoke with Sales Expert Meghan Lamle on our podcast, A Little Marketing. She shared with us some of her secrets to sales success.

So if you want to learn more about Business Sales 101 or need tips on how to level up your business’s sales strategy, watch our podcast, “A Little Marketing,” with Meghan Lamle. And, below are 11 tips that every salesperson should use to become a better seller.

Sales expert Meghan Lamle walks Nikki Gillingham and me through her thoughts on Business Sales 101. 

1. Sales is Communication

Forget all the old-school ideas around sales, such as “what to say” or “how to close.” The key to sales is communication. When you get better at communicating and executing a point so that a customer understands you, you’ll sell better. So speak in a way that’s interesting and easy to understand.

2. Your Relationship with Your Clients is Everything

As a salesperson, you must build relationships with clients. So often, sellers focus on attracting new customers. But don’t neglect building relationships with current clients! If someone enjoys doing business with you, they will want to do it again and again. Relationships with clients are how you build trust. Your clients need to trust you, which comes from helping them solve problems. Provide your clients with solutions, and you will gain their trust.

3. Tap Into Human Behavior

Sales Principles are rooted in human behaviour: fear and pleasure. Understanding this allows you to see where the client is coming from so that you don’t necessarily have to rely on scripts. Learn how to incorporate either fear or pleasure into your sales – this is how you get your client to close.

4. Know Your Clients

When speaking with a client, don’t be afraid to take notes. Remembering essential details about a client will help you build upon that relationship in the future.

5. Listen

Much selling is listening. Listen intentionally and let your clients feel heard. Listening is much more powerful than any “magic sales phrase” ever could be.

6. Build Your Sales Team Up

If you’re a sales leader, it is so vital that you’re building your sales team up, not breaking them down. As salespeople, rejection is a part of the job, but humans are not designed to hear no over and over. So if you’re not building your team up positively, you will not have a strong sales team.

8. Pay Attention to Detail

Pay attention to detail if you want to start a conversation with a potential client. Either notice what they’re seeing and build upon that or point out something personal about them that will help you create a sales conversation. Likewise, notice what others aren’t, and do your best to make the initial discussion unique.

9. Analyze the Sales Strategies that Work

When something works – explore it more profoundly. Ask: why does this work? Then, take that why and incorporate it further into your strategies.

10. Dollars Aren’t the Only Way to Measure Sales Success

If you want to measure your success as a salesperson or your sales team’s success, don’t just look at the dollar metrics. Success is often measurable by the sales cycle: How long from when an initial client conversation starts to close. You can also gauge sales success by confidence. A good salesperson can confidently explain what they do to anyone.

11. Sales and Marketing Go Hand-in-Hand

Marketing and sales aren’t a hand-off process anymore. With all the information that audiences constantly consume, these processes have evolved to become parallel. Therefore, your marketing team must collaborate with your sales team and vice versa. Because while a customer is gaining marketing information, they’re also entering the sales process. Marketing helps sales, and sales help marketing – it’s a crossover.

We love to talk abut sales! So if you like to discuss business sales 101 with us, do not hesitate to reach out!

Phone Etiquette: 5 Things You Should Never Say

How’s your phone etiquette? While it may sound like a silly question, it’s something every small business owner should ask themselves.

Your relationship with customers is vital if you own a small business. Since so many small companies rely on a customer relationship of trust and respect, it’s essential that you (and your team) are well-versed in phone etiquette. Proper phone etiquette can help you get the results you want when selling over the phone and connecting with customers.

So, if you want to help your small business succeed and build stronger relationships with your customers, make sure you’re not saying any of these five things when speaking on the phone:

1. “I can’t help you.”

Sometimes when trying to satisfy a customer request, it can be tempting to give up when all options have been exhausted. But rather than saying, “I’m sorry, I can’t help you,” and ending the conversation, there are other ways to keep the conversation going. Because if you do end that conversation and tell the customer that you can’t help them, not only do you risk losing a sale, but you also risk losing the customer.

Instead, try to keep the customer engaged while offering other solutions. For example, if the customer is looking for a specific product that you don’t have, don’t tell them you can’t help them. Instead, you should suggest other similar products or products that might satisfy another request. Try your best to keep the conversation going and end it on a positive note – so that the customer walks away from the phone call feeling like they received help.

2. Inappropriate Language

While it may seem obvious, inappropriate language, such as swearing, should never be used on a phone call with a customer. It tarnishes professional credibility, and you also risk offending the customer. Even if it’s a casual conversation with a customer and you catch them swearing, it’s best not to risk your credibility as a professional by reciprocating the language.

3. “No.”

In the same fashion as “I can’t help you,” “no” is another word many customers don’t enjoy hearing. For example, a customer calls and asks, “Can I get my order delivered on Sunday?” If you don’t deliver on Sundays, rather than telling them no, you can say, “We deliver Monday-Saturday if you would like to have your order delivered on one of these dates.” It’s a simple language change that can make a difference in how the customer perceives your customer service.

4. “Hold on.”

If you need to transfer the call to another person or department, don’t say “hang on” or “hold on.” Instead, say, “Would you mind holding while I transfer you to (department/person)?” Being polite and using professional wording go a long way in building that relationship of trust and respect between you and your customer.

5. Excuses

Perhaps a customer is upset about something resulting from someone else’s mistake. So even if you know it’s not yours or your business’s fault, you don’t need to express that to the customer. Instead, do what you can to find a solution with your customer. Show empathy for their situation, regardless of who was at fault. Doing so will help build a stronger relationship with customers.

The Bottom Line

The bottom line is that relationships are at the heart of small businesses. So when speaking on the phone with customers, make sure you are doing everything in your power to maintain that positive relationship between you and your customers. In the long run, this will positively impact your customer loyalty and reputation for customer service.

Why Your Business Needs to Start Using Google Data Studio Now (And How to Get Started)

Living in a data-driven culture is a fantastic thing because it allows business owners to predict trends, improve decision-making, solve problems, and more. As a small business owner, it’s essential that you take advantage of data to track and analyze your marketing results—this is the key to growing your business. And in our opinion, the best tool for small business owners to use for reporting is Google Data Studio. 

There are plenty of platforms on the market that allow small business owners to gather and access data. But having and accessing data means nothing if you can’t visualize it and adequately analyze it. Visualizing and understanding your small business’s marketing data is a powerful way to discover what is working for your business

So, where do you begin?

Luckily there are helpful resources referred to as marketing dashboards. Marketing dashboards concisely collect and give a visual representation of data. This data is easy to understand and analyze. 

There are tons of marketing dashboard resources available. However, our digital marketing experts recommend Google Data Studio because it’s a free, informative, and easy visual analysis of your marketing results. It can also plug into several different types of databases. 

So, if you’re ready to elevate your business’ marketing with Google Data Studio, let us tell you a little more about how it works and why you need it for your digital marketing strategy. 

What is Google Data Studio?

Google Data Studio is a free tool that allows you to unlock the power of your business’ data. The data visualization tool takes raw data and turns it into a visualizable report. Easily keep track of your marketing results to understand which efforts are working or not via fully customizable dashboards and reports.

Google Data Studio’s reporting goes beyond the data reporting of Google Analytics. Google Data Studio is powerful because of its variety, customization options, live data, data sources and interactive controls. You can also easily filter through data, only seeing what’s necessary. Additionally, it gives you an easy way to visualize all of your data—something other data analytics platforms can’t do. Being able to visualize your data makes analysis much more uncomplicated.

Easy to read data is just one of the fantastic benefits of Google Data Studio. But why is this data so important? What can you do with it? Let’s find out.

Importance of Data Analysis

Google Data Studio is a powerful tool with excellent data analysis features, but we’ll talk more about that later. First, let’s go over why data analysis is essential for small businesses.

Analyzing the data from your business’ marketing efforts gives purpose to that marketing. There is no meaning behind digital marketing without data analysis because data analysis allows you to optimize your marketing efforts.

First of all, data can help you make better decisions all across the board. Data allows you to visualize the performance of marketing actions with data reporting. Analyzing the performance of a campaign, product, or other initiatives will enable you to make better marketing decisions in the future. 

With data analysis, you’ll also be able to serve your customer better because data can predict consumer trends and buying patterns. If you know what your customer wants, you can better serve them while increasing revenue.

Additionally, you can determine your marketing efforts’ Return on Investment (ROI) with data analysis. Knowing what is and isn’t working will help you make better decisions in the future. 

How Google Data Studio Can Help Your Business

At first glance, Google Data Studio may seem like any other data reporting tool, but that’s not true. Its unique features and visualizable reporting make it a beneficial platform for businesses. In addition, Google Data Studio’s easy-to-use features can help you better optimize your marketing tactics. Here are six ways Google Data Studio can help your business.

Saves Time

One of the most significant benefits of Google Data Studio is its time-saving capability. With this data platform, you’ll no longer have to pull through several reports to get the data you need. Instead, easily access and view all of your data in one concise spot. Best of all, the visualized and interactive reports help you analyze the data quicker. The eye-catching visualized reporting will save your business valuable time.

Customizable Reports

The ability to customize reports is just another feature that makes analysis of the data simpler. In addition, you’ll better grasp what is and isn’t working via the data reports with customizable reports.

Here are a few of the things you can customize:

  • Page layout
  • Text
  • Graphs
  • Metrics
  • Style elements
Real-Time Data

What makes Google Data Studio so powerful is its ability to give you real-time, live data. Live data helps you save time, but it also gives you the unique opportunity to make prompt adjustments as needed. For example, did the data show you that something isn’t working today? Then, quickly change your marketing tactics to improve your results!

Easy Connection to Multiple Data Sources

Make the most out of your data collection with an easy connection to multiple data sources. A good marketing tactic is to leverage numerous strategies and tools. By blending data from other platforms, this is possible. Easily access different data sources, such as Google Ads, Google Analytics, Google Search Console, Sheets, and even internal databases, and view it all in a single marketing dashboard. 

Data Filtering

Filter the data in your reports to better understand your marketing results. 

Some of the things you can filter include:

  • Date range
  • Account
  • Campaign
  • Location
  • And more!
Calculated Fields

Creating your formulas helps to understand your marketing results better. For example, easily calculate essential data, such as cost-per-conversion, by creating a calculated field in Data Studio.

Google Data Studio can calculate things such as:

  • Basic math (add, subtract, multiply, divide)
  • Functions (more complex equations and statistical operations)
  • CASE statements (if/then/else logic)
Get Started with Google Data Studio

If you’re ready to grow your business and improve your digital marketing efforts, it’s time to get started with Google Data Studio. And 10|20 Marketing can help!

10|20 Marketing uses Google Data Studio to give our clients the best possible data reporting and analysis. Our professional and experienced team of digital marketers helps businesses get results—and Google Data Studio is just one of the many ways we can do that.

Our experts specialize in all things digital marketing—including Google Data Studio. We know the ins and outs of it all to bring you a great ROI.

Contact us for a free consultation if you’re ready to grow your business! We specialize in working with small businesses to implement digital marketing strategies that will bring significant results.