Example of a Company that uses Big Data for Customer Acquisition and Big data analytics can help change all business operations.
Happy, successful customers are the lifeblood of any business. They’re what transforms your growth from a funnel into a flywheel. You can create happy customers, but to do it you have to truly understand them and how they think about you.
So how do you know what they’re thinking? You have to ask!
My name is Michael Redbord, and I helped build HubSpot's support and service teams, working with customers for over eight years. Today, I’m the General Manager of HubSpot's newest product line, Service Hub, which helps our customers grow through exceptional service.
At HubSpot, we use feedback to understand our customers and what the market demands. This approach has driven dramatic changes over the years—taking us from a small marketing app to the more complete front-office software suite we are today.
Today, I’m sharing the most important things I’ve learned about customer satisfaction surveys, so you can take some of my learnings and use them to adopt a practice of customer feedback at your business and grow better by mastering your market.
Check out our example notes and advice on how to write perfect ones. These can be used to send to your customers, business partners, colleagues, . just ask them for the email or direct mail address and let them know you're sending a letter. Talkroute | Prices and Specifications Subject to Change without.
Summary: Listings on Google My Business can only be created for businesses that either have a physical location that customers can visit, or that travel to visit customers where they are. Creating a successful listing that won’t be suspended requires avoiding prohibited content, accurately reflecting your business, and complying with the rest of the policies below.
We've come up with a list of guidelines for local businesses to maintain high quality information on Google. Following these guidelines helps avoid common problems, including changes to your information, or, in some cases, removal of your business information from Google.
For best results using Google My Business:
Brands, organizations, artists, and other online-only businesses aren't eligible for Google My Business listings.
In order to qualify for a Google My Business listing, a business must make in-person contact with customers during its stated hours.
There are some exceptions:
The following businesses aren’t eligible for a business listing:
Only business owners or authorized representatives may verify and manage their business information on Google My Business. If you wish to share management access to your listing with others, you can add a manager.
Any individual or company that manages business information on Google My Business for a business that they don’t own is considered an authorized representative. Examples: a third-party SEO/SEM company; a friend of the business owner; an online ordering, scheduling, or booking provider; and an affiliate network provider.
Authorized representatives must:
Failure to adhere to these policies may result in a suspension for the listing and/or account.
Published content should highlight what makes your business unique. You can use this field to provide useful information on services and products offered, as well as the mission and history of your business.
You should be upfront and honest about the information provided, focusing on content that is relevant and useful to your customers to understand your business. Content that's irrelevant to your business or has no clear association with it isn't allowed. Refer to our overall guidelines for representing your business on Google.
Content published in this field should not:
Important: We do not allow content that contains private or confidential information such as personal financial information, government-issued IDs, contact information linked/associated with a name, sensitive records, images, transcripts or links that contain personal information. We also do not allow solicitation of the above information through local posts/business description other than user's own name, email and phone number.
Your name should reflect your business’ real-world name, as used consistently on your storefront, website, stationery, and as known to customers. Accurately representing your business name helps customers find your business online.
Add additional details like address and/or service area, business hours, and category in the other sections of your business information.
For example, if you were creating a listing for a 24 hour coffee shop in downtown San Francisco called Shelly’s Coffee, you would enter that business information as:
Including unnecessary information in your business name is not permitted, and could result in your listing being suspended. Refer to the specific examples below to determine what you can and can't include in your business name.
Throughout the examples below, names or parts of names in italics would not be permitted.
Your name must not include:
There are additional guidelines for multi-location stores (chains and brands), departments, and individual practitioners (e.g. doctors, lawyers, and real estate agents) below.
Your selected short name should be associated with your business name or the name by which people commonly refer to your business. We recommend including your location to make the short name more distinct. For example, you can use your business name with your location, like your city or neighborhood.
Keep your short name simple so you can easily promote it, and customers can remember it. If you have a short name, you’ll get a short URL to request reviews from your customers. Learn more about short URLs for reviews.
Learn more about the custom names policies.
Use a precise, accurate address and/or service area to describe your business location. P.O. boxes or mailboxes located at remote locations are not acceptable.
Service-area businesses—businesses that serve customers at their locations—should have one page for the central office or location and a designated service area. Service-area businesses can't list a "virtual" office unless that office is staffed during business hours.
Some businesses, like pizzerias that have both have restaurant seating and deliver pizza to customers, are hybrid service-area businesses. These businesses can show their storefront address and designate a service area in Google My Business. If you serve customers at your address and want to set a service area, your business location should be staffed by your team and able to receive customers during its stated hours.
Google will determine how best to display your business address based on your business information as well as information from other sources. Learn more about service-area businesses.
Provide a phone number that connects to your individual business location as directly as possible, or provide one website that represents your individual business location.
Provide your regular customer-facing hours of operation. If applicable, you may use your current seasonal hours as your regular hours. You may also specify special hours for particular days, like holidays or special events.
Categories help your customers find accurate, specific results for services they’re interested in. In order to keep your business information accurate and live, make sure that you:
Select categories that complete the statement: "This business IS a" rather than "this business HAS a ." The goal is to describe your business holistically rather than a list of all the services it offers, products it sells, or amenities it features.
You should focus primarily on adding the most specific categories for your business; we'll do the rest behind the scenes. For instance, when you select a specific category like "Golf Resort", Google implicitly includes more general categories like "Resort Hotel", "Hotel", and "Golf Course." Feel free to skip adding any category that seems redundant with a more specific category you selected. If you can't find a category for your business, choose one that is more general. Google can also detect category information from your website and from mentions about your business throughout the web.
If your business contains another business that your organization does not own and operate, only use categories that represent your business.
The following types of co-located businesses should each have their own page. If you need to use both categories for the same business location, create two pages instead. Be sure to use a different name for the second business (also see "Departments").
There are two kinds of menus:
Maintaining consistent names and categories across all of your business locations helps users quickly identify your business on Google Maps and search results.
All locations must have the same name unless the business’s real world representation consistently varies from location to location. All locations must also have the same category if they provide the same service.
All business locations within the same country must have the same name for all locations. For example, all Home Depot locations should use the name "The Home Depot" rather than "Home Depot" or "The Home Depot at Springfield".
There are two exceptions to this policy:
All locations of a business must share the one category that best represents the business. If you have multiple types of locations (e.g. sub-brands, multiple departments, or various types of operations such as retail, distribution center, and office), this rule only applies within each of these sub-groups.
If your business location combines two or more brands, do not combine the brand names into a single listing. Instead, pick one brand’s name for the listing. If the brands operate independently, you may use a separate listing for each brand at this location.
If your business sells another business brand’s product(s) or service(s), use only the name of the business, excluding the name of the brand being sold, which can't have a listing for this location.
However, if the business location is an authorized and fully dedicated seller of the branded product or service (sometimes known as a "franchisee"), you may use the underlying brand name when creating the listing.
Your business may be eligible for rebranding if:
If your business meets the rebranding criteria above, you can update your business name by editing your business information.
If your business changes its name but doesn't meet the criteria above, then it's considered a new business. You'll need to mark the existing business listing as closed, then create a new listing using your new business name.
Note: If you assume ownership of a business listing, you'll first need to have the previous owner add you as an owner and transfer ownership to you.
If you encounter any issues with rebranding, please contact us. You can also ask questions and get answers from experts in the Google My Business Community.
Departments within businesses, universities, hospitals, and government institutions may have their own listings on Google.
Publicly-facing departments that operate as distinct entities should have their own page. The exact name of each department must be different from that of the main business and that of other departments. Typically such departments have a separate customer entrance and should each have distinct categories. Their hours may sometimes differ from those of the main business.
For each department, the category that is the most representative of that department must be different from that of the main business and that of other departments.
An individual practitioner is a public-facing professional, typically with their own customer base. Doctors, dentists, lawyers, financial planners, and insurance or real estate agents are all individual practitioners. Listings for practitioners may include title or degree certification (e.g. Dr., MD, JD, Esq., CFA).
An individual practitioner should create their own dedicated listing if:
A practitioner shouldn't have multiple listings to cover all of their specializations. Sales associates or lead generation agents for corporations aren't individual practitioners and aren't eligible for a listing.
If the practitioner is one of several public-facing practitioners at this location:
If a practitioner is the only public-facing practitioner at a location and represents a branded organization, it's best for the practitioner to share a listing with the organization. Create a single listing, named using the following format: [brand/company]: [practitioner name].
Acceptable: "Allstate: Joe Miller" (if Joe is the sole public-facing practitioner at this Allstate-branded location)
Fraudulent or illegal activities aren’t tolerated on Google and may result in account suspension and removal of business information from search results.
Any promotion, marketing, contests, or other giveaways should clearly link to the terms of the activity and provide clear guidelines and qualifications. All such promises, given or implied, should be adhered to.
Note: Google reserves the right to suspend access to Google My Business or other Google Services to individuals or businesses that violate these guidelines, and may work with law enforcement in the event that the violation is unlawful.
Certain types of businesses shouldn’t provide hours, including those with varied hours (like schedules for different types of activities, including showtimes, worship services, or classes) and those that operate only by appointment. Examples of business that shouldn’t provide hours include, but are not limited to: hotels and motels, movie theaters, schools and universities, transportation services, airports, event venues, and natural features.
If your business has departments (see “Departments”), provide the business hours for each department on that department’s separate listing, and provide the business hours for the main business on the main business’s listing.
If your business has multiple sets of hours, refer to these guidelines for particular industries:
If your business has seasonal hours, use the following guidelines:
Both kinds of menu must follow the following guidelines:
It doesn’t take much to make a positive impression on people, and when you just need a way to show your appreciation without taking up a lot of time, there are few things that are as quick or effective as a Thank You note.
This is something that can be especially useful to retain customers, serving as a show of good faith, that they are not “just another number” to you. Below, you will find a variety of Thank You note examples that our team has put together.
These can be used to send to your customers, business partners, colleagues, employees, or valued friends. After the examples, keep reading for some helpful tips for writing your own Thank You letter!
We start off here with a couple of nonspecific examples. These are great for scheduled emails that you would like to be automated and sent at specific times, such as when a customer has made their first purchase, or has made a certain number of purchases.
For a new customer, after their first purchase:
For a repeat customer, at the 1-year mark (loyalty Thank You note):
The remainder of our examples here are for those times when you want to personally write a note that is for a specific person. Feel free to steal these if you can use them! Of course, if you’re thanking someone in particular, you may need to include some custom details.
For a first-time customer:
For a new customer, Mom & Pop store:
For an employee who worked during a busy time:
For a partner or colleague, after a new business deal or partnership:
For someone who helped you start your business:
One of the hardest things about writing any letter is how to start. If you find yourself stuck, staring at the screen and wondering how to begin, the following openings might be a good jumping-off point.
Here are a few suggestions for your closing. The only trick with these is to decide which one is appropriate, depending on the tone and content of your Thank You note. For example, ending your letter with “Your friend,” isn’t quite right if the letter is addressed to a customer.
*TIP: The second word of a complimentary close is not capitalized, e.g., “Best regards”.
It’s a good idea to get at least a name and email address from new customers, if possible. If you don’t have contact information for customers, colleagues, or friends, then you might consider starting a running list from now on.
For people with whom you’ve already connected, you could just ask them for the email or direct mail address and let them know you’re sending a letter. If you can settle for a business address, rather than a personal address, it’s pretty easy to track down. Here is a helpful article about staying in touch with your business contacts:
Thank You notes are pretty underrated. Especially if it’s personalized and addressed to a specific person, it shows the recipient that you cared enough to take the time to send it, assures them that you haven’t forgotten them, and may even brighten their day.
From a business standpoint, that can be an effective method for retaining customers. It takes only a few minutes out of your day, and it can strengthen professional, as well as personal relationships.
We hope that you enjoyed this article and that you will continue to join us as we help you grow your business! Our blog is 100% free and you don’t have to be a Talkroute customer to benefit from our materials. However, if you would like to try Talkroute's Virtual Phone System for free, you can sign up for a trial here. See you in a few days!
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Thank you for visiting us and making your first purchase! We’re glad that you found what you were looking for. It is our goal that you are always happy with what you bought from us, so please let us know if your buying experience was anything short of excellent. We look forward to seeing you again. Have a great day!
Your friends at (your business)
I’m delighted to tell you that you have now been our customer for a whole year! We would just like to say thank you for being a part of our family. We are very grateful for your continued patronage because we wouldn’t be here without loyal customers like you. You could have chosen any other business, but we appreciate that you have stuck with us. Thank you, again, and have a great day!
Your friends at (your business)
It was a pleasure to meet you, and I’m so glad we got a chance to discuss what you’re looking for in a new home. I know this is an exciting and potentially nervous time for you, so let me say that you are in good hands. Since you mentioned that you would like to look at some different styles, I will make sure that our team gives you a variety of options. Thanks for your visit, and I hope to see you soon!
I was very glad to help you find the perfect gift for your wife, and I just wanted to reach out and say thank you! Thanks for finding our shop, even though you could have easily just gone to your local Fannie Mae. I hope you visit us again soon, even if you just have a craving—because I know our sweets are are the best 🙂 Be well, and take care!
All the best,
Thank you so much for your hard work over the weekend. You showed tremendous character by keeping cool and helping us to make sure everything got done, even during such a busy time. I am glad to know that we can depend on you to stick it out when things get a little hairy, and your exceptional work ethic does not go unnoticed.
I’m very excited about our new partnership, and I just want to thank you for being a part of our extended family. Please give my best to everyone on your team, as I know that they played no small role in making this deal possible. I look forward to a long and fruitful relationship between our two businesses. Thank you, again!
I just wanted to let you know that all of your help with getting (your business) off the ground is very much appreciated. Your support and efforts for our new venture certainly contributed to our success, and I want to thank you for that. Good luck in all of your endeavors. Keep in touch!
Business plans - download free templates and get help writing a business plan. plan examples. Read example business plans on the Bplans website.
Most know that successful organizations have great customer service.
And we all know that it is our employees who take care of those consumers who pay the bills.
I find it interesting when I intereact with an organizqtion and employees are curt, uninformed or simply rude.
I seem to scratch my head and think, “how can you possibly have a profitable business with employees who chase customers away?”
Every organization should have a basic expectation for employees to provide good customer service.
Many businesses will define their standards of service as part of its customer service strategy, and train employees on how they are expected to behave when interacting with customers. This is also known as customer service standards.
But before we can discuss customer service standards, we first need to identify and understand the different customer groups.
Every organization has two kinds of customers:
External Customers: Those who purchase a product or service.
For instance, if you own a dry cleaners, the external customer would be anyone who pays for the dry cleaning service.
Internal Customers: Anyone within the organization who at any time, is dependent on anyone else within the organization.
For instance, Call center operators rely on working technology and if their technical issues are not addressed, they have a difficult time doing their job.
If you operate a call center, the employee who supports the IT function of your office would provide service to the employees who answer the phone.
For each of these customers groups, there are behaviors that can add to a positive service experience.
Following are some examples of service standards of behavior that will affect (if consistently demonstrated) great customer service.
Many of these standards can have measures attached to them for performance appraisal purposes.
This example can be used as a training tool and should be reviewed with the employee.
As with many training tools, it is always good to have the employee sign a copy and keep it in their file so there is a record that the expectation was discussed.
I have read and understand the above Service Standards. I also understand that it is my responsibility to comply with the standards and that my performance appraisal will reflect my compliance.
Employee Signature: ______________ Date: __________
Tip: Use weekly or monthly staff meetings to highlight one of the standards. Discuss it and ask employees to give examples of how it can be used.
Business success depends on the care that is given to all customer groups. Invest the time to create service standards, and hold employees accountable for adhering to standards. This is a basic management practice that should be incorporated into a structured performance management process.
What standards of service does your organization adhere to?
If you would like a copy of these service standards, click here.
Filed Under: Human ResourcesTagged With: Customer Service Standard
Happy, successful customers are the lifeblood of any business. This approach has driven dramatic changes over the years—taking us from a small of individual users and address their concerns, but we always return to.