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The Importance of writing a Press Release

The importance of a press release

Writing a press release is a great marketing strategy that will keep your current clients happy and feeling important, and will potentially get you more leads. A press release today is a lot like a newsletter, some businesses choose to release one every month, while others decide to do it by annually or once every quarter. It is up to you to decide how often you'll publish your press release based on your business model and what your service or product is. See the following list to get an idea of how your business can create a successful press release:

1. Present the public your new item. Whether this is a service or a product, you should let your customers know of the new additions. Use photos and graphics that will show your the new product like the new shiny object that it is.

2. Be consistent with your branding. Remember to use mention your brand, show your logo, and keep your colors consistently throughout the entire document.

3. Share the news. Did your company go public? Did you change executives? Did you move locations? Use a press release as the company's newspaper. Let your clients know what's been going on behind the scenes.

4. Show where you've been. Don't forget to show where your business has been or what it's done. Does your team volunteer every month? Was your CEO interviewed by the local radio station? Show the pictures to prove it, and provide any kind of information that will tell your clients about the experience and how that helped your company in any way

5. Make it available online. And share it on every social media platform, use hashtags and become a trend fast by tagging important brands in your field.

Is your business publishing a press release? What do you make sure to add every time?

Posted in <a href="https://www.lunasoft.com/blog/category/business.php">Business</a>, <a href="https://www.lunasoft.com/blog/category/customer-service.php">Customer Service</a>, <a href="https://www.lunasoft.com/blog/category/how-to-tips.php">How To Tips</a>, <a href="https://www.lunasoft.com/blog/category/small-business-resources.php">Small Business Resources</a>, <a href="https://www.lunasoft.com/blog/category/social-media.php">Social Media</a>, <a href="https://www.lunasoft.com/blog/category/social-media-marketing.php">Social Media Marketing</a>, <a href="https://www.lunasoft.com/blog/category/software-as-a-service.php">Software As A Service</a> | Post Comment

Customer Service: Dealing with Reviews

dealing with reviews_lunasoft blog

The fact is, you can't please everyone. It doesn't matter how much you train your customer service team, you may get good results, however, you'll still have that percentage of customers who, for some reason, aren't happy with your business, or a even with a specific employee!

So while you can have amazing, loyal customers, you'll also have customers who are against you, even if the initial problem was a personal issue with a certain employee. So what do you do when you see a review on a website about your business?

Here are a few good practices to answer good and bad reviews:

We all love to receive good reviews, but sadly, most businesses don't answer to those good comments, it seems that they just sit back and smile. A good practice is to publicly answer to those comments; a brief thank-you comment to the reviewer and an open invitation to those who read the thread. "Make simple, but significant."

You can say something like "Natalie, thanks for the review! We're glad you loved the store and our services, we hope you see you around again soon!." With a simple, heartwarming comment you let others know your business really cares about your customers and your reputation, oh, and that you're a human, too!

If you're feeling extra charitable, (or actually need the extra love from your customers) you can always send a private message to your reviewer (depending on the site you may or may not be able to send messages to those who review your business, but you can always contact them elsewhere,) and offer a little something. "Hey, thanks for the positive review again. We just thought you'd like to try a different burger next time, so, here's a code for $3 off!" The love and loyalty you'll get from this customer is invaluable, not to mention the new customers you'll get thanks to this person and the power of the word of mouth! PS. Make sure your gifts are offered after the review is made, otherwise it can be seen as bribing.

On the other hand, no one likes to see a negative review on their business. Whether the review is a general complaint or a personal complaint (such as not liking a specific employee) you can't help but to think of your reputation and how you can turn those words around so they don't damage your business. The best way to deal with bad reviewers is, first, breathe in deeply, because you shouldn't act on your impulses. Second, study the situation carefully and remember that the customer "is always right." See where your business went wrong, and how you can make it up to that person.

After you know those details, you should always respond publicly to the reviewer, (remember that others are always watching your interactions online, and some really like to see how you deal with those less-than-grateful customers) begin by addressing their concerns, apologizing for letting the mistake happen, and finally offering an explanation of how this won't happen again. Most businesses also opt for offering to make amends and inviting the customer to give your business a second chance. You can also do this privately, by messaging your angry customer an apology note, and a coupon/code to help them decide whether they should give you a second chance or not.

If the complaints are false, or if the customer is actually wrong, then respond to their review in the most diplomatic way possible, always offer an apology, but if you know for a fact that you're right, then you should also provide a quote or extract from your policy & regulations or FAQ, to back your business.

What other practices have you found to be useful when dealing with good and bad reviews?

 

Posted in <a href="https://www.lunasoft.com/blog/category/branding.php">Branding</a>, <a href="https://www.lunasoft.com/blog/category/business.php">Business</a>, <a href="https://www.lunasoft.com/blog/category/customer-service.php">Customer Service</a>, <a href="https://www.lunasoft.com/blog/category/small-business-resources.php">Small Business Resources</a>, <a href="https://www.lunasoft.com/blog/category/social-media.php">Social Media</a>, <a href="https://www.lunasoft.com/blog/category/social-media-marketing.php">Social Media Marketing</a> | Post Comment | 1

How to Be a Better Leader to Your Employees

How to Be a Better Leader to Your Employees

Anyone can start a business, your age, gender and background are not important. If you have an idea and the passion to put to it to work, then you're on for an adventure. As an entrepreneur you may be great at organizing your own time and managing yourself, however, you can't do everything on your own and you'll have to hire new employees (if you haven't already) and now, you must manage people, and yourself, and stay motivated to keep growing your business, all at the same time.

For some, this is a task, and for others, it comes so naturally that they don't even realize they're doing it. Either way, your managing style and your way of managing others must be addressed. 

See the following list of characteristics your employees want you to have as their leader:

1. Anyone can be a manager, not everyone can be a leader. A manager will have subordinates; a leader will have followers. 

2. Have a passion for what do you, and teach your employees why it should be their passion too. Your employees can see how your eyes light up when you talk about your product, and they fall in love with it every-single-time. Keep the passion alive, and those who follow you, will follow your dreams too.

3. Stay positive. Employees like it when their employers are real, don't pretend that you don't have any problems, but don't hide them either. Above all, stay positive, because those who follow you need your energy in order to stay positive themselves.

4. Be strong-willed and openminded. This sounds like a hard thing to do, but your employees need you to be strong-willed and trustworthy. If you say you'll have a meeting every Tuesday at 9am, then stick to your word and have that meeting every Tuesday at 9am; however, if one day you can't make it, or someone else can't make it to the meeting, don't beat yourself up or punish the missing employee. Be openminded to change the course of the trip.

5. Be human. Many employers feel the need to be serious and formal with their employees at all times, but the truth is, that doesn't make them more professional, it just makes them look serious and even insecure that if they crack a joke or seem less-than-professional their employees won't take them seriously. Employees know their employers are human just like them, they have families and problems like everyone else, so when they hide who they really are, employees don't feel as close to them.

As an employee, what other characteristic do you look for in an employer? And as an employer, how do you deal with the points above?

 

Posted in <a href="https://www.lunasoft.com/blog/category/business.php">Business</a>, <a href="https://www.lunasoft.com/blog/category/productivity-hacks.php">Productivity Hacks</a> | Post Comment | 1

How to Make your Emails Sound More Human

 

how to make your emails sound more human

Nowadays it's hard to receive an email and think, "Oh, I'm sure the board of directors really sent this to me specifically because I'm such a valuable customer!" No. From a "customer" point of view, it is hard to feel truly appreciated and it's also hard to believe that email was sent by a human. On an owner point of view, you wish you could really show your customers that you care, but it'd be impossible to send a truly personalized email to all your customers. Where is the happy in-between?

Well, you can't get rid of the email scheduler or the way that the information is shown so generally, however, you can do a few little things different. After all, details do make a difference.

1. Send your emails from a "personal" account. I've noticed a lot of businesses have changed their outgoing email addresses to an address with a name, so it doesn't say "notifications@company.com" anymore, it now says "anniegibson@yourcompany.com" Get it? Annie is sending you this! It isn't just a massive, general email anymore, it's an email she is sending to you.

2. Engage your reader by giving opinions, and asking for their opinions. This can be by actually asking an open-ended question, or by asking them to fill out a survey online. The fact that you ask for opinions means you're listening to your customer and that you're willing to improve your business.

3. Make your emails engaging by using all your sources, this includes videos, and beautiful, compelling graphics. If you can say something with an infographic, then do it! If you'd can show them a clip of you sharing your message, then that's 200% better than if you were to write it all down.

4. Personalize your message as much as you can. Use names, and don't be so uptight and formal, write that email as if you were writing it to a friend. Crack a joke, say something that will make your reader smile and at the same time, believe you're a person.

5. Always be sympathetic and warm in your emails. Let your reader know that it's true, you don't know each other, but you really are a person and you really are doing your best to keep that person happy with your business.

 

Posted in <a href="https://www.lunasoft.com/blog/category/branding.php">Branding</a>, <a href="https://www.lunasoft.com/blog/category/business.php">Business</a>, <a href="https://www.lunasoft.com/blog/category/crm.php">CRM</a>, <a href="https://www.lunasoft.com/blog/category/customer-service.php">Customer Service</a> | Post Comment | 134

Learn About LunaMassEmail

LunaMassEmail

The email campaign manager is a turnkey web based solution that does not require any software to install or maintain. Your monthly subscription with LunaSoft allows you to mass email users and see in real-time statistics that show who has opened the email, clicked on links and more. Users arriving at the website can enter their email address and other information to “sign-up” and receive a company newsletter. Administrators have the ability to create custom emails and send to large groups or custom lists of email subscribers. Statistics showing email campaign results for past sends are also accessible via a secure login.

Some key features include:

Simple User Administration & Built-in Retrieval of e-Mail Addresses

  • Automatically saves submitted e-mail addresses to database
  • Ability to login and view email list
  • Add, edit or delete emails from list
  • Create multiple custom email lists 
  • Add multiple administrators
  • Email Address Cleanup for old addresses

Detailed Statistics Reporting

  • Number of subscribed users
  • Number of unsubscribed users
  • Number of users who opened email
  • Users who unsubscribed following a specific email
  • Links most clicked by users
  • Number of bounced emails

Pre-Schedule Mass Emails Using an Automated Queue

  • Mass email multiple recipients
  • Email groups of 10,000+ subscribers
  • Upload & export lists using Excel

Customizable Newsletter Layouts

  • HTML/CSS validated coding
  • Layouts saved to database and available for reuse
  • Customize to suit your business needs
  • Easily add graphics, images and text content

What does your current mass email marketing tool look like? What would you add or change about it?

 

Posted in <a href="https://www.lunasoft.com/blog/category/lunasoft™-platform.php">LunaSoft™ Platform</a> | Post Comment | 130

How to Choose the Best CRM?

Let's begin by defining what a CRM is. CRM stands for Customer Relationship Management, and it's a tool that should help you track interactions with your current clients, future clients, and prospects. It should be as simple as that; and if you have been shopping around for the best CRM for you, then you know exactly what I mean when I say "it should be as simple as that."

Many CRMs have made it more complicated than it should be, and they've done so by adding more and more features to their systems, thinking that's what their customers want, when in reality, what we need is something simple that will keep things organized and in place, that's all!

There are many options to choose from, and it's hard to say one is better than the other, because all of them will offer you more than what you actually need, but always keep in mind that the best CRM that you can choose, is the one that your whole company can incorporate.

Follow these steps to choose the right system for you and how to use it to the best of its ability:

1. Best Security System. A good CRM will be a platform that will let everyone on your sales team have editing permissions to the system. A great CRM will let you do that and also take care of that data by not giving everyone the permission to delete anything. Imagine one of your sales team member decides to move on to a different job, but decides to delete everything on your system before he leaves.

2. Good Communication. Have you ever called one of your customers and in return gotten some a complaint about something completely unrelated? It's important that everyone else in the sales team knows about this. So next time when they call this person, they can help him/her in a much better way, not to mention you also get the opportunity to build customer relations with this person, just because you documented what happened last time.

3. Email integration. In a big company everyone communicates through emails, even between you and your customer there might be a longer email history than a phone call log. The CRM must have a good connection with email, that way everyone gets the information they need without having to search for it.

4. Mobile friendly. When you have a big sales team, I'm sure you don't have them all sitting down at their computers at once. That's right, they're out in meetings, connecting with people, selling your product. How wonderful would it be if they could stay connected to the CRM through their phones and tablets?

5. Effective Follow-ups. When you have thousands of contacts, it's hard to keep track who needs a an update, a replacement, or who is running out of time on their demo, etc. If you make clear notes on the CRM, the CRM should be able to give you a heads up every time you need it. "Mary Lilith 123-123-1234 will need an update by OCT 30th" Now you know you must call her and sell her the update, without going one by one through your list and trying to figure out who needs what by when.

I hope these few points have helped you understand what a good CRM should look like. If anything else should have made it to the list, leave it in the comments!

LUNACRM

 

Posted in <a href="https://www.lunasoft.com/blog/category/crm.php">CRM</a> | Post Comment | 132

SaaS Companies: Get Your Client to Stick

SaaS Companies Get Your Client to Stick

We all know how promising a client can be, that is, if they first pass the "onboarding phase."

Help your client adopt your platform as soon as they begin their journey, and you might ask, how do you do this? Well, it doesn't matter what your software does, a new client is a new client, meaning that they will need to learn how to use your software. The sooner this happens, the best, because they will be able to see all the things they can do with your help, and all the other million capabilities of your platform.

Once your client learns how to use your software (which shouldn't be a hard process if you have an awesome support team they can call) get them to use the platform as often as possible, using as many (if not all) the features they have access to. Make sure your clients' needs are met, and that they get quality attention when they reach out to your support team. it's important that they know they are being heard and that their questions don't go into a bottomless pit. Address their concerns and help them solve their problems. Something else that adds value to your service is when you show your client you're not just offering a service, you're also their friend, and a consultant, someone who wants them to succeed no matter what. Sit down with your client and together work on setting some goals for them and for you, teach them that you're there to see them succeed, because in consequence, the business will succeed too.

Follow the next 5 steps to materialize the ideas we just talked about:

1. Use Metrics to Monitor Accounts. You can monitor everything if you want, but what useful data could you gather that will help the business succeed? There are a few metrics that are worth tracking; such as product data usage, feature usage, and volume/type of support tickets)

2. Personalize your Marketing to Show you Care. Provide useful information based on your clients' struggles and successes. When clients see personalized content, the value of your service goes up.

3. Be Welcoming Always. Most businesses are welcoming just in the beginning, they get the person to sign and forget about them, well, don't get me wrong, they still deliver what they promised and they help any time the client reaches out for help; but what if you were to communicate with your client more often? A lot of successful businesses send monthly newsletters to their clients showing the ups and downs of the business, the new things around the office, new equipment that just came in and other trending news, or even to welcome a new client to the "family". That gives your existing clients a sense of belonging and that "everyone knows each other".  The probability of that client (who feels important and included) to leave you is very, very low. 

4. Be Smart and Reward Your Client. You want your client to understand your software, but you also want them to love it. When a client first signed, their business looked in a certain way. After a year or two, maybe things have changed a bit, meaning that their needs have also changed. Reward those loyal customers by letting them try (for free or at a discount) other parts of your platform that they don't have access to right now and that you think could be of great help to them. If they like what they see, then they can add all those new cool features to what they already have.

5. Have Awesome Customer Service/Tech Support. You can have an amazing software, and you, as the owner, can get along wonderfully with all your clients, however, how long do you think those great relationships will last if every time the client calls, your support team can't be reached, or they never call back, or are rude or impatient, or they are not trained well enough to even answer their questions? Make sure your team is up-to-date with your customers needs and that they are always working on finding bugs in the system so they don't show up to your clients first. 

 

What are some of the things you'd add to the list? Leave comments below for us to see!

 

 

Posted in <a href="https://www.lunasoft.com/blog/category/software-as-a-service.php">Software As A Service</a> | Post Comment | 137

Grow your Business by Following These Simple Tips

Why do customers leave your business? That's a question all small business owners have ask themselves at some point, if not every day.

Here are some tips on things we've learned as a SaaS vendor that will help you stay in business, learn about customer acquisition and other insights on how to keep your quality customers happy.

Grow Your Business By Following These Simple Steps

 

#1 Qualify Your Client

Right when you meet a prospect client you should be looking for red flags. Who is the customer and what does he/she need from me? At first, your sales team thinks everyone is a prospect client, which is partly true, but by doing so, and not qualifying the client right at the beginning (by asking powerful questions about their business, what they do, what their budget is, etc.), they might be burning their energies trying to get someone onboard who doesn't really need your services, and odds are, they'll end up leaving you to go with someone who can really provide the service they need. So qualify your prospect early in the conversation, that way you're sure to use your energy on a quality client.

#2 Qualify Your Business

As a SaaS vendor, you know where you want to be in the future, and you work hard to achieve those goals. Telling your new and existing clients about the plans for the future is a great idea, however, there's a chance that some of them won't last to see them, if you have a history of not keeping your word. Win your customer's trust by setting short-term goals for the company and accomplishing those goals in time. (Bonus: You can use this experience to get new clients; "Last month we reached our monthly goals by the third week!") If you fail to keep your word, then, your credibility starts to disappear, and your reputation is damaged. So learn to set realistic expectations for your business and meet those expectations on time, that alone will give you better ratings among your clients and prospects.

#3 Value is Over the Price Tag

Offer a service/good that will provide such an immense value to your customer that price won't be an issue. Prospect clients will always complain about your prices, until they see how your service (or good) will benefit them immediately, and in the long-run. Always settling for the kind of customer who is constantly trying to get things for free, or with a discount, isn't bad; but be careful, because it might be easier to find a brand new client than to keep these guys happy.

Focus on what you offer, how you're unique and how you can help them achieve their goals within their timeframe. That information will teach them who you are and that their focus shouldn't be on the cost of your service, but on the finish line, together with all their goals achieved and expectations met. If you have success stories, then tell them; if you have examples of your work and how it helped a certain individual, then show them.

#4 Work on Keeping the Good Ones

Growing your business isn't just getting new people to sign up, a big part of growth, is when you're actually able to keep your existing clients.

Every customer will show some kind of sign that he or she wants to cancel your service, know what those possible signs are and teach your sales team to hit those spots when they meet with them for tuneups, or even answering their questions on a normal day. According to Marketing Metrics, it's 60-70% probable that an existing client will keep buying from you, while trying to sell to a new prospect can be as low as 5% probable.

Learn to keep your existing customers, so first, they don't leave, and second, they refer you to their friends.

 

 

Posted in <a href="https://www.lunasoft.com/blog/category/business.php">Business</a>, <a href="https://www.lunasoft.com/blog/category/small-business-resources.php">Small Business Resources</a>, <a href="https://www.lunasoft.com/blog/category/software-as-a-service.php">Software As A Service</a> | Post Comment | 141

Instagram Reaches 400 Million Users!

Instagram

Instagram is a free, popular platform to connect with people online by sharing images, videos, and comments. As a user you can also share the content you post on Instagram on other social media websites, such as Facebook, Twitter, Tumblr and Flickr.

What makes Instagram unique is that it allows you to post pictures and videos, however, these can only be of certain dimensions, making them look square and a lot a like old polaroids. This unique feature played a big part when it launched in 2010, and helping them gain 100 million users by 2012, and quickly gaining more and more users.

The fact that they have upgraded the platform and added other features, (like now letting users upload images of different dimensions) has helped their user count keep going up. By the end of 2014 they had around 300 million users who published images, videos and commented frequently and just last month, Facebook-owned Instagram, said they had just reached a new milestone in the development of their brand, housing over 400 million active accounts.

Do you have an Instagram account? Tell us about it in the comments! 

Posted in <a href="https://www.lunasoft.com/blog/category/instagram.php">Instagram</a>, <a href="https://www.lunasoft.com/blog/category/social-media.php">Social Media</a> | Post Comment | 144

Learn Something New Every Day

Learn Something New Every Day

Here's a list of our favorite *free* apps that will teach you something today!

1. Daily Art free

Daily Art will show you an artwork a day and will teach you something about it. #GeneralKnowledge

2. Duolingo free

Learn a language (slowly but surely) by learning the most common words and useful phrases. You can also choose from a list of languages! #Bilingual

3. Wolfram Alpha free

This is the best encyclopedia-like app. And unlike our best friend Wikipedia, Wolphram Alpha gives you the right answers 100% of the time. #GeekOut

4. Dictionary.com free

Most commonly used as a spell-checker, Dictionary.com can also teach you a new word if you see their "Word of the Day". #Literate

5. Dollar Origami (Lite) free

I never carry cash with me, but when I do... I'll know how make an amazing origami frog with a dollar bills. #WowFactor

 

Enjoyed this post? Share it with your friends!

 

Posted in <a href="https://www.lunasoft.com/blog/category/productivity-hacks.php">Productivity Hacks</a> | Post Comment | 132

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