Trending December 2023 # How To Apologize To Customers # Suggested January 2024 # Top 13 Popular

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Call Center Apology Email Templates

Looking for a way to quickly and effectively apologize to customers after a service mishap in your call center? Look no further than our Call Center Apology Email Templates! Our customizable templates make it easy for you to craft the perfect message to show your customers that you take their concerns seriously and are committed to making things right.

With our Call Center Apology Email Templates, you can choose from a variety of pre-written messages designed to suit a range of common scenarios, from long wait times to technical difficulties. Simply select the template that best fits your situation, customize it with your company’s branding and personal touches, and send it off to your customers with confidence.

How to write an apology email in a call center

When writing an apology email in a call center, it’s essential to be sincere and empathetic. Begin by addressing the customer by name and expressing your apologies for any inconvenience caused. Acknowledge the issue and explain what went wrong. Take ownership of the situation, and assure the customer that you are working to resolve it as quickly as possible.

Express empathy and understanding of the customer’s frustration or disappointment. Let them know that you appreciate their patience and that you understand how their experience may have affected them. Offer a solution or compensation if appropriate and invite the customer to reach out with any further concerns. Close the email with a sincere apology and a thank you for the customer’s understanding.

Remember to keep the tone professional, courteous, and empathetic throughout the email. The goal is to reassure the customer that their experience is important and that you are committed to resolving the issue to their satisfaction.

Importance of sending call center apology email

Sending an apology email in a call center is crucial for maintaining good customer relationships and demonstrating a commitment to customer satisfaction.

Shows accountability

By acknowledging the issue and taking ownership of the situation, the company shows accountability, which can help to rebuild trust with the customer.

Demonstrates empathy

Expressing empathy and understanding for the customer’s frustration or disappointment can help to defuse the situation and make the customer feel heard and valued.

Offers a solution

Providing a solution or compensation if appropriate can show the customer that the company is committed to making things right and can help to restore their confidence in the service.

Reduces the risk of negative word-of-mouth

By addressing the issue promptly and professionally, the company can reduce the risk of negative word-of-mouth and maintain a positive reputation.

Helps to retain customers

When customers feel valued and appreciated, they are more likely to continue using the company’s services. Sending an apology email can help to retain customers who may have been considering switching to a competitor.

Improves customer satisfaction

A well-crafted apology email can help to improve customer satisfaction by addressing the issue and providing a solution. When customers feel satisfied, they are more likely to recommend the company to others, which can help to attract new customers and grow the business.

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Call center apology email subject line templates

We apologize for the inconvenience caused.

Our sincerest apologies for the issue you experienced.

We’re sorry for letting you down.

We’re working to resolve the issue.

We apologize for falling short of your expectations.

Our apologies for any frustration caused.

We’re committed to making things right.

We’re sorry and want to make it up to you.

We’re sorry for any trouble this has caused.

We apologize for the mistake and want to make things right.

Call center apology email examples and templates 1. Apology email for the delayed response

Subject: We apologize for the delay in response

Dear [Customer],

We apologize for the delay in our response to your inquiry. We understand that your time is valuable, and we’re sorry for any inconvenience this may have caused. Our team is working to address your concern, and we’ll get back to you as soon as possible.

Thank you for your patience and understanding.

Sincerely,

[Your Name]

2. Apology email for the service outage

Subject: We’re sorry for the service outage

Dear [Customer],

We’re sorry for the recent service outage you experienced. We understand how frustrating it can be when things don’t go as expected, and we apologize for any inconvenience this may have caused. Our team has identified the issue, and we’re working to resolve it as quickly as possible.

Thank you for your patience and understanding.

Sincerely,

[Your Name]

3. Apology email for billing error

Subject: Our apologies for the billing error

Dear [Customer],

We apologize for the recent billing error you experienced. We understand how frustrating it can be to receive incorrect charges, and we’re sorry for any inconvenience this may have caused. Our team is working to correct the error and issue a refund as soon as possible.

Thank you for bringing this to our attention, and we appreciate your patience and understanding.

Sincerely,

[Your Name]

4. Apology email for poor customer service

Subject: We apologize for the poor customer service

Dear [Customer],

We’re sorry for the poor customer service you received during your recent interaction with our team. We understand that our behavior fell short of your expectations, and we apologize for any frustration or disappointment this may have caused.

We’re committed to providing excellent customer service, and we’ll work to ensure that future interactions are handled with the care and attention you deserve.

Thank you for bringing this to our attention, and we appreciate your patience and understanding.

Sincerely,

[Your Name]

5. Apology email for product defect

Subject: We’re sorry for the defective product

Dear [Customer],

We apologize for the defective product you received. We understand how disappointing it can be to receive a faulty item, and we’re sorry for any inconvenience this may have caused. Our team is working to identify the issue and provide a replacement as soon as possible.

Thank you for your patience and understanding, and we appreciate your business.

Sincerely,

[Your Name]

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Call center apology email best practices

Here are some best practices for writing a call center apology email:

Be prompt: Respond to the customer’s complaint or issue as soon as possible. This shows that you value their time and concerns.

Be sincere: Use a genuine tone and express empathy for the customer’s situation. Apologize for the inconvenience or frustration caused by the issue.

Take responsibility: Acknowledge any mistakes made by the company or team, and avoid blaming the customer.

Provide a solution: Offer a solution or steps to resolve the issue, and ensure the customer that steps are being taken to prevent a similar issue in the future.

Keep it concise: Keep the email brief and to the point, while still addressing the customer’s concerns.

Use a professional tone: Use a professional and polite tone throughout the email, and avoid using overly casual language or slang.

Personalize the email: Address the customer by name and use their specific issue in the email to show that you are addressing their individual concern.

Follow up: After resolving the issue, follow up with the customer to ensure that they are satisfied with the solution and to show that their concerns have been taken seriously.

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How To Spy On Your Customers To Get Blog Ideas

So if it’s our job to identify content that meets our audience’s demands, and we are living and breathing that every day, why is it so difficult for 63 percent of marketers?

The answer is that the tools we have been using, and the way in which we use them, are imperfect.

For example, using a keyword planner on its own on only tells you one piece of the story. Keyword planners can tell you traffic and competition, but they don’t tell you why someone searched that keyword in the first place or how best to help them find a solution that’s relevant to them.

The characteristics that make up your audience and drive their goals and pain points are hidden in the context of their questions.

At the same time, all of the demographic research in the world won’t tell you the quantitative data on how many people actually sit down and search “forum research” every month (10-100) as opposed to “blog ideas” (1K-10K).

Context and technical search factors together are essential for taking content from ho-hum to spectacularly relevant.

Get Content Context Through Forums

Instead of being limited to the confines of a baseline keyword, marketers are given context through full sentence questions, paragraphs of supporting information, and upvoted answers from peers and experts.

Forums are one way to provide a kaleidoscope of color to an otherwise blank coloring book of ideas.

But that can be easier said than done.

If it’s your job to create five, 10, or 100 pieces of content per week, who has time to manually sift through historical questions and answers across hundreds of internet pages?

There’s a tool for that! Several in fact.

The Best Tools for Gleaning Blog Ideas from Forums

There quite a few tools that do a great job of collecting disparate contextual information from across the web and condensing it into bite-size chunks of information that marketers can use to supplement their keyword research.

Some are paid, and some are free, and they all offer their own benefits and drawbacks.

Here are a few of my favorite tools:

Answer the Public

This was one of the original long-tail research tools, and it’s entirely free!

One of the really cool things about this tool is the data visualization that it produces around your keyword.

The suggested content is broken out into who, what, why, etc. format questions about your keyword.

You can then dig into the data more deeply and dig through an alphabetized list of supplementary keywords.

BuzzSumo’s Question Analyzer

BuzzSumo’s aptly named question analyzer tool (originally launched with the name “Bloomberry”) takes this question research process to the next level because it also provides the answers.

It was available for free for a while when it first launched, and then they scaled it back to a limited amount of free searches per month. It now requires a subscription to BuzzSumo, but you can try it out for yourself with a free trial.

As you can see below, Keyword Analyzer provides you with a word cloud of related terms as well as a list of relevant questions by category.

SEMRush’s Topic Research

SEMRush is the newest player in the topic research tool space.

True to their SEO roots, SEMrush organizes the content slightly differently. Instead of sorting information by frequency or popularity like the others, the information is displayed in the order of the content that has received the most backlinks.

Another feature that I like on this one is the ability to save a topic to favorites so you can remember your search later when you actually sit down to write. Like BuzzSumo’s tool, this feature is available with a subscription to SEMRush’s tool suite.

So We Have Some Tools … Now What?

If you’re a stickler for keywords and optimizing your content for search (which you should be), these tools can only get you through part of the content battle.

It’s important to do the research around keyword competitiveness, distribution strategies, and personas and buyer’s journey.

Forum topic tools, however, offer incredible supplemental information to your content strategy and can easily provide you with a year’s worth of blog posts, video snippets, and social content ideas!

In my opinion, it doesn’t matter if you begin with a strong keyword or start with the question and find a keyword to match it. Most content marketing strategic planning periods include an intensive keyword research period. So if you’ve completed that effectively, you’re probably reciting relevant keywords in your sleep.

Once you have a keyword and a question, it’s time to create some epic content that answers that question for your client. As with any good piece of content, write for your persona, solve for their needs, and drive to a relevant call to action.

Conclusion

This style of content marketing is going to be all the more important in 2023 as voice search devices become a common household fixture. People naturally ask voice searches in a question format (who, what, why, when, where) when speaking to an AI. So if you do your job right, you just may rank for a featured snippet in the SERPs.

Top 7 Ways To Reach More Customers Online

You’ve likely perused all the details asserting that client obtaining is somewhere close to five and multiple times more costly than client maintenance.

Furthermore, your current customers are half bound to attempt your new items and burn through 31% more than the new ones.

However, this doesn’t infer that client maintenance ought to be your solitary core interest.

Keep in mind: this load of faithful customers was once a simple possibility.

Also, remember that half of the customers normally stir like clockwork.

Since we’ve set up how significant it is for your business to arrive at more customers online and catch their full focus, we should talk about 7 strategies you can give a shot in 2023.

Top 7 Ways to Reach More Customers Online

Polish Your Website

The objective of your promoting and publicizing endeavors is for the most part to direct people to your site.

Presently envision the mistake of your well-deserved guests when they land on an inadequately planned, outwardly unappealing landing page.

You can be certain that they will not invest an excess of energy investigating your site, which implies that they will not find how incredible your items and administrations are.

Perhaps you believe it’s shallow of them to be so centered around the tasteful segment of your site, however, come at the situation from their perspective and find out if you’d trust a messy site with your Visa number or other delicate information.

Indeed, even examination considers have shown that 94% of negative site criticism is configuration related.

Thus, if your site looks as though it’s anything but a relic from the Windows 98 period, which takes ages to stack, you would do well to take care of business immediately. Or on the other hand, your site will be seen as conniving.

Here are a few thoughts:

Void area a major trend dark! It will permit your substance to inhale and guide your guests’ focus toward significant components of your site page.

Upgrade your nav bar and assist your guests with investigating your site easily. Single-page website architecture is right now famous, as it’s easy to use and functions admirably across various gadgets.

Accelerate your heap times. Other than anticipating a smooth and cleaned site, your guests would likewise like it to the stack before they even snap on it. Alright, this is a distortion, however, laziness will make your skip rates take off. Google’s specialists recommend you should keep your heap times under 3 seconds.

Influence Social Proof

Regardless of the amount you attempt to persuade your crowd that your aims are true and that your items or administrations are without a doubt of sublime quality, they’d in any case rather hear it from another person, ideally not subsidiary with your image.

A Nielsen review led in 2023 showed that 83% of shoppers confided in proposals from loved ones over brands.

Also, 57% of customers accept that under half of the brands produce relatable and legitimate substance.

Along these lines, in the event that you need to arrive at a bigger bite of your crowd and grab their attention, request that your current customers set the ball rolling in a good direction for you.

Client tributes that you can put on your site will scatter your possibility’s questions and doubts about the nature of your items and administrations. This sort of friendly evidence is especially amazing when shown on your landing page, item pages, and thank you page – the last one will forestall client regret, a typical wonder after a buy has been made.

Local SEO

A neighborhood SEO procedure is especially viable in case you’re maintaining a physical business, yet regardless of whether your business works primarily online, it’s a smart thought to target nearby crowds. Peruse: What is nearby SEO?

Different details substantiate this case, and the most striking one is that in 2023, 97% of customers looked online for nearby organizations.

Additionally, half of the individuals who play out a nearby inquiry visit a neighborhood store inside one day.

There two or three things that you can do to improve your nearby SEO, and I’ve effectively covered the greater part of them here.

Double Down on Content Marketing

Making top caliber, a significant substance that reverberates with your crowd and addresses a portion of the issues they normally face is an incredible method of arriving at more customers and carrying them to your site.

Nearby entrepreneurs once in a while believe they’re excessively occupied and awkward to concoct helpful and engaging substance, however, it couldn’t possibly be more off-base.

Is it true that you are running an eatery? Offer some intriguing plans and cooking tips.

Is it true that you are running a beauty parlor? Offer some skincare tips and deceives.

The fact is in being useful and showing your ability in the field. Individuals like working with set-up experts, so in the event that you appear to be a specialist able to share their little-known techniques, your intended interest group will normally float towards you.

To also grow your scope, unite with other nearby, integral organizations and visitors present on their blog on tap into their crowd.

Keep a Strong Social Media Presence

Your intended interest group spends a great deal of their leisure time via online media (in spite of the fact that exploration says that individuals hang out on Facebook and Instagram even while they’re busy working).

It’s simply coherent to catch their eye while they’re looking down their feeds by sharing an interesting image or a convincing piece of substance on an important point.

Along these lines, being dynamic on in any event one web-based media channel is fundamental for arriving at your customers. In the event that you can’t choose which one to pick, discover what your crowd likes and spotlight on that one.

Aside from building brand mindfulness and engaging your intended interest group, web-based media assumes another significant part as a developing number of organizations use it for client assistance purposes.

Thus, try to react to each address and recognize each remark, even the negative ones. You can incredibly profit with taking care of negative input in a productive and supportive way, as that paints your business in a positive light and shows your latent capacity and existing customers that you care about them and their client experience and that you’re willing to improve your administration.

Attempt Paid Advertising

That implies that your crowd will not be shown your posts as every now and again as in the past – Facebook’s calculation has been changed so it chiefly shows posts by clients’ loved ones trying to support significant individual associations and collaborations.

To be more exact, as indicated by certain assessments, your crowd sees just 0.5% of your business page’s web-based media refreshes, which is pretty disappointing given how long and exertion you put into your substance.

Then again, Facebook Ads accompany extraordinary focusing on alternatives, and you can contact your crowd dependent on their area, interests, and numerous different boundaries.

Albeit the organization as of late reported that following quite a while of analysis, it will keep sponsors from focusing on crowds dependent on age, race, and sexual orientation, there is still a lot of approaches to make your missions granular and serve various sections of your crowd with promotions applicable to them.

You’ll in any case have the option to exploit their new buying conduct, significant life occasions, copy crowds and layer focusing on alternatives.

At long last, Facebook retargeting is an amazing method of remaining on your extravagant possibilities’ radar and persuading them to return and finish their buy, and it can present to you a ton of new, first-time customers.

Give Something for Free

In spite of the fact that we’ve been informed that there ain’t nothing of the sort as a free lunch, you can wager that this descriptive word seems like music to your possibilities’ ears.

Truly, that free lunch, membership to your administration, or marked merchandise subliminally affect your possibilities, and from that point forward, they will not have the option to help however return and buy something from you.

This is known as the correspondence standard – “reacting to a positive activity with another positive activity.”

All in all, your potential customers will feel nearly obliged to return you some help by turning you into genuine paying customers.

Thus, in all actuality, the without lunch worldview is a precise one, in light of the fact that, eventually, your possibilities wind up paying for what you’ve given them with their reliability.

Actualize Your Transformation To Better Serve Your Customers: Get Digital Transformation

Not too long ago, harried airline clients used to buy paper tickets paper! Bear in mind that specific joy? The airport encounter now is better since it is mostly digital and self-service, a tendency that is swept across virtually every business segment.

JetBlue recently even declared the most recent steps of its complete digital transformation, including improvements to its cellular and site experiences. In 2023, the airline started a three-year attempt to overhaul its processes and instruction in a new age of consumer support, which then resulted in self-serve kiosks and checks desks.

While JetBlue and a good deal of different companies know what a digital transformation is and why attaining one is critical to conducting a modern business efficiently, many cannot get a deal on how best to make one occur. Just 50 of 1,000 businesses surveyed by Riverbed said they had had no problem in navigating digital updates. Ninety-five percentage had run into difficulties.

What success looks like.

While electronic transformations might appear more appropriate to big businesses or businesses, once the objective is to tap into business or B2B requirements, the procedure can also apply to customer interactions, which may create consequences that go beyond cushioning a customer’s bottom line.

Look at what has happened in banking. At the start of the mobile revolution, banking applications on all apparatus left to be wanted. Accessing documents was hard, and consumers had no capability to search for trades. The majority of the time, banks functioned clients Documents or PDF versions of the very same files they obtained in the email.

But banking applications has turned into a corner, with illustrations like Capital One’s integration of their Alexa helper into a client helper and together with the expanding use of Touch ID and Face ID to provide users fast access to their account.

Our 16 Best Home Services Marketing Tips To Get New Customers

For home services professionals, competition can be stiff. There are a lot of providers out there, and it can be hard to figure out the best way to stand out. Plus, the way homeowners think about and search for home repair and home remodeling solutions has changed over the last decade, so it’s important that home services companies, like plumbers, roofers, general contractors, home cleaners, and more learn how to capture the attention of today’s modern consumers.

That means that in order to market your home services business effectively, there are many different factors (and marketing channels!) to consider.

That’s a lot of places people are looking for businesses like yours!

16 best home services marketing tips

Let’s walk through each home services marketing tip in detail:

1. Invest in local SEO

Internet searches are the top way homeowners are finding a home services provider, according to our national home improvement consumer study. And, when searching for home service professionals on search engines, consumers are usually taking a local approach.

Searches with phrases like “electrician near me” are a regular occurrence. After all, an electrician five states over is not going to do you any good! That’s why it’s critical for home services professionals to have a presence in local search results.

This means that your home services marketing must include a local SEO, or search engine optimization, strategy that helps you get found in search results when potential customers are looking for your services in your area.

These businesses show in organic search results for “roof repair oklahoma city.”

Local SEO is just SEO that optimizes your website and online presence for local searches. This includes adding location-specific keywords to your website, optimizing your web content for the right keywords for your services, and managing your offsite local listings (which we’ll talk about more in a bit!).

Related: Get the steps for how to do local keyword research.

4. Use video to up your game

There’s no question that video marketing delivers messages more effectively in a shorter amount of time.

Consider these stats:

Video watchers retain 95% of a message compared to 10% for those who read text.

These stats illustrate why adding video to your home services marketing mix can help you reach and convert more consumers.

Related: Get YouTube video ideas that will work for your business.

5. Boost your home services business with better reviews

Getting your business found is only half the battle. According to our home services study, 70% of homeowners rely on recommendations from family or at least one review site. Plus, research has found that nearly 90% of consumers trust online reviews.

In other words, once a potential customer knows about you, you then need to convince them that your company is better than the competition–or you won’t be on their shortlist of who to call. As a home services business, your job goes beyond promoting your business to new customers, it’s also about getting existing or former customers to publicly sing their praises about your company.

You can encourage happy customers to leave reviews for your home services business on relevant review sites like Google Business, Yelp, and Angi. And, make sure you’re responding to reviews so happy (and potentially unhappy) customers know you’re reading and considering their feedback.

6. Build a user-friendly website

See more of the best plumbing website examples here.

You also want to make sure your site is clearly laid out and that your contact information is front and center. You’d be surprised by the number of home services businesses that hide their address and phone number away on their site. Instead, make sure that your contact details are in the header or footer of every page, so someone who’s looking for home services help in a rush doesn’t have any trouble getting in touch!

7. Add live chat to your website

One way to take your website to the next level is to add live chat. Live chat can help you quickly answer questions, provide details, and collect lead information so you’re able to provide a positive user experience for potential and existing clients on your website.

People prefer to use chat and messaging rather than calling a business, so if you provide live chat as an opportunity for them to reach out, you have a higher chance of converting them into a customer.

Source

8. Manage your business listings

For home services businesses, business listings are extremely important. Not only do they help you get seen on search engines and help your local SEO, but they also provide an additional place to collect and manage your reviews.

Start by claiming your Google Business Profile so that you appear in Maps results and have a shot at getting featured in organic search results as well as the Google 3-pack. Business listings can be tricky for home services providers–especially when you don’t have a specific business address. So it’s important to include the most accurate service area for your business to increase your chances of showing up on Google for local searches.

Sites like Yelp, Angi, and others are places where consumers turn for assistance in finding local home services providers, so you want to make sure your business is listed in these places as well.

It’s also important that your home services business information is listed accurately and consistently in local listings to provide a positive customer experience and because consistency is an important ranking factor for your local SEO. Google looks at your business information across the web to determine the trustworthiness of the information they can find about you–the more sites have consistent information, the more credible Google finds said information, which, in turn, can give you a boost in search results.

9. Don’t underestimate the power of referrals

Referrals are a great asset for any business but can be especially powerful in the home services industry. Customers are looking for a business they can trust that they know will perform the work correctly, so many turn to friends and family for suggestions. We shared this stat earlier, but it’s worth repeating here: 70% of homeowners rely on recommendations from family.

You want to be that recommendation. This means that you need to incorporate asking for referrals into your home services marketing.

We detailed how to ask for referrals here.

10. Encourage Nextdoor recommendations

Nextdoor is a website (with an app) where people can connect with their neighbors, share items for sale (like Facebook Marketplace), and, lucky for you, ask for recommendations for home services professionals. This is a great way for people to discover your business from clients who have been happy with your work in the past.

First, you’ll first want to claim your business page on the app. Anyone can mention your business regardless of if you’ve claimed your business page, but this will give you more control over what people see about your business.

Then, you’ll want to ask your happy clients to mention you on Nextdoor and make sure you’re always providing the best possible service to increase your chances of getting mentioned!

For most homeowners looking for help from home services professionals, time is of the essence. You’re generally calling a plumber with an emergency need, not something that can wait a few weeks. In fact, our home services study found that 93% of homeowners get a fix in less than one week. No wonder research shows that 50% of consumers will do business with the company that responds to them first.

12. Focus on delivering great customer service

Once you’ve gotten noticed and made contact with your prospects, you want to be sure you follow through and deliver stellar customer service. From arriving on time to the job site to speedy and seamless invoicing, being on top of your game every step of the way helps you impress customers and develop a long-term, loyal relationship.

Great customer service can help you get repeat customers and good online reviews–plus it can encourage referrals, which are all key components for a great home services marketing strategy.

When you run a home service business, beating out the competition is all about getting seen first and staying in close communication throughout the customer journey. If you can do that, you can set yourself apart from other businesses that struggle to manage their communications.

This moving company sends a regular newsletter called “Smooth Moves” filled with content that would be relevant to its audience.

14. Engage your audience on social media

If your home services business hasn’t jumped on the social media bandwagon, now is the time. Not only is social media a great place for people to connect directly with businesses, but it’s also a place they’re spending a significant amount of time.

The average user spends 142 minutes on social media each day. That’s more than two hours every day!

If your home service business is absent from social media, you’re missing the opportunity to engage with this highly engaged audience.

You can use your social media pages to share:

Updates about your business

Positive feedback or testimonials

Helpful videos you create

Educational content you write or curate

Local events or causes

Your social media posts don’t have to be fancy–they just have to be consistent and engaging.

Related: Get social media post ideas for each month of the year by checking out our free marketing calendar template!

15. Grow your audience with a social media contest or giveaway

If you’re looking for another way to use social media for your home services marketing, a contest or giveaway is always a great option.

Facebook giveaways or Instagram contests can help you grow your audience, engage with your existing fans and followers, and promote your business.

To run a giveaway for your home services business, simply identify a prize your audience would like (perhaps a discounted or free service), create your contest post including your timeline and how to enter, set the post live, and choose a winner when it’s time!

We walk through these steps in detail here.

16. Add your branding everywhere

If your home services business doesn’t already have your branding wherever you can get it, now’s the time. Home services lends itself well to branding on vehicles, uniforms, equipment bags, and more.

Make sure that your branding includes a link to your website and your phone number so it’s easy for people to find more information about your business when they see your brand out and about.

Home services marketing made easy

With the right marketing plan in place, your home services marketing can be a breeze. Focus on building an online presence and delivering an amazing customer experience to get new business for your home services company. And, don’t be afraid to try new marketing channels and tactics to help you stand out and reach a new audience.

Here’s a recap of the top home services marketing tips:

Invest in local SEO

Use video marketing

Improve your online reputation

Update your website

Deploy live chat

Manage your business listings

Get referrals

Encourage recommendations on Nextdoor

Respond to prospective customers quickly

Deliver great customer service

Stay top of mind with email marketing

Engage your audience on social media

Run a social media contest

Get your branding everywhere

Stephanie Heitman

Stephanie is the Associate Director of Content for LocaliQ and WordStream. She has over 10 years of experience in content and social media marketing and loves writing about all things digital marketing. When she’s not researching the latest and greatest marketing news and updates, she’s probably watching reality TV with her husband, reading, or playing with her two pups.

3 Ways This Hotel Turns Customers Into Loyal Brand Advocates

It all started with the smell.

There is a specific and wonderful scent that envelops you as you cycle through the revolving door at the citizenM hotel in Times Square. It’s their ‘signature scent,’ and no matter how many people I’ve asked, no one will tell me exactly what it is.

It’s one of the many things that keeps me coming back.

I travel a few times a month to host events for The Growth Lab by LOCALiQ and I also get to travel to New York City frequently to record Growth Lab Show podcast episodes at USA Today in Times Square.

When I first started the podcast project, I looked at a few different hotels in the Times Square area and found them not only expensive but not all that FUN. (And fun is something I value as a traveler!)

During my first visit to citizenM Times Square, I was surprised in a lot of ways, most notably the minute I walked into my room.

Efficient & Easy

As soon as you walk in, you cozy on up to the check-in kiosk, where a very friendly staff member is there to help should you need it. There are several computer screens around the kiosk, enter your name into the system, and your reservation pops up (so easy, no waiting!). Insert your credit card, place one of the room keys (which doubles as a luggage tag) on the screen to activate, and voila! You’re all set.

They also make it super easy to check in online, up to 24 hours before you even get there.

Modern & Fun

The common areas are a work of art in and of themselves. Big, bold, and cheeky, the art makes you feel as if you’ve stepped into the MOMA, yet still evokes a feeling of playfulness, and strikes the right chord of not taking itself too seriously. The common areas are designed to encourage hanging out and talking with a wonderful mix of sofas, fluffy chairs, and long tables to sit together and eat.

That brings me to their philosophy on food and beverage. You can eat and drink 24/7. Whaaat? Yup, it’s true. They have a small cafÃ© and bar downstairs open all the time. And, they have a rooftop bar available just for guests ““ so you can take in the sights above the crowd. It’s a nod to the modern traveler whose needs have evolved. And especially important in New York City, when you get the urge for something more than a vending machine bag of chips at 2 a.m. because you might have just gotten back from a glorious night out (not me, of course. I’m all business ðŸ˜‰).

They have also mastered the game of social engagement. I love to post about my trips on social media, and since they love their customers, it’s a match made in heaven. One night I had checked into a hotel in Greenville, South Carolina, and was really underwhelmed. I tweeted at citizenM that I missed them and here’s their reply just minutes later:

Innovative

Upon opening the door and taking a few short steps inside, I became equally aware of two things:

It was small.

It was luxurious and FUN!

You get over the surprise of the size of the room as soon as you notice how smart the design is, not to mention the cool gadgets. You get two closets, a place to store your suitcase (in a drawer under the bed!) a built-in fridge, and a BIG fluffy bed built into the walls with a huge picture window above it.

The entire room is controlled by an iPad mini, from the temperature to the blinds, to the color of lights you want in your bathroom (purple is my favorite!). You can even set the “mood” in your room which controls the lights, the colors, and the music so you can party, relax, get romantic, or get down to business.

The piece de resistance, after a long day of work or sightseeing, is the two FREE bottles of water the magical water fairy leaves for you in the cool see-thru mini-fridge in your room. Now, I realize this sounds like a little thing. But KNOWING you have fresh cool (Evian!) water in your room, that you don’t have to pay $7 a pop for? Priceless.

3 Key Takeaways 1. Efficient & Easy

Go through your version of the check-in process. What’s your customer’s experience when they start to do business with you? Do they have to fill out a bunch of online or physical forms? Do they have to wait in line for more than a minute or so? Look at your business processes and make changes so the customer wants to tell everyone how easy it is to do business with YOU.

2. Modern & Fun 3. Innovative

If you’re not changing, you’re dying. I get it, innovation and change can feel scary. But today’s consumer wants and expects the next, new cool “˜thing.’ The businesses that innovate stay ahead of their competitors and stand out in the sea of commoditization. What can YOU do to push the boundaries a bit, to think creatively, and showcase how YOUR business is on the cutting-edge? Talk to your team and staff, I bet they have some great ideas!

Tracy Oswald