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    Posted on: September 16, 2013 by in Uncategorized
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    There are 4 simple tactics often overlooked by sales people to increase the amount the average customer spends with their company.
     

    Would You Like Fries With That?

    Most businesses sell many products and services because they know that, for example, someone who buys a barbecue grill will most likely want to buy a propane tank. But it is all too common for sales people to forget to offer complementary products and services (aka cross-selling) to customers who have made a purchase. Make it a priority to offer every customer every possible related or accessory product or service (within reason) after they commit to a purchase.

    One word of caution. If the customer has not yet paid for the initial purchase there is a risk of losing the sale if you come on too strong with your sales approach. Because of this, some sales people don’t offer the complementary products/services until after they have processed the initial transaction. On the other hand, making a customer go through the sales process twice can be off-putting as well so you may want to test this strategy depending on your business. But for most businesses, pitching the cross sell before the transaction is processed makes the most sense.
     

    Something is Better Than Nothing

    If a prospective customer decides not to buy your initial offer, all is not necessarily lost. First you need to understand the reason they didn’t buy. If the product or service is out of their budget, do you have a downgraded option that would still meet their needs? If so, make sure your sales people offer it and make down-selling a company sales policy.
     

    The Value Meal

    Packaging complementary products together and offering the package at a discount off the price if purchased separately is an extremely effective sales strategy that many businesses don’t take advantage of. And don’t forget that you can mix and match services and products as long as they are very complementary. For example, an extended warranty or service plan is a very common component of a “package deal” that is a perfect fit with many products.  As with all marketing, test to see which packages sell and which don’t before cementing them into the sales process.
     

    Super-Size It!

    Another simple tactic we can take from the fast food empires of the world is offering an upgraded version of the product the customer plans to purchase. Whether its a larger engine in a new car or a website with 9 pages instead of 5, if you can show your customers the benefit of buying “bigger”, you’ll be amazed at how big an impact it will have on your gross revenue.
     

    Conclusion

    Most companies are leaving a lot of easy money on the table in their sales process. If you’re looking to improve sales, this is the place to start. None of these simple sales tactics take a lot of time, effort or expense but put them to work in your company and I can almost guarantee you will see a significant boost in sales in short order.  If you currently do all of them, my question to you is how effectively? Is there room for improvement?

    Posted on: August 31, 2013 by in Uncategorized
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    There’s a little known business calculation known as Lifetime Customer Value (LCV) that usually only the big boys pay attention to that may significantly help you improve your marketing efforts.

    Lifetime Customer Value and How to Calculate It

    The thing that is often overlooked when measuring the effectiveness of a marketing campaign is the lifetime value of each new customer. Not just the profit on their initial purchase but all of the repeat business as well. So lifetime customer value (LCV) is the total profit on average a customer adds to your company over the lifetime of their relationship with you.

    The way to calculate LCV is to multiply the average gross profit on each purchase by the number of purchases per year. Then multiply that times the number of years they remain a customer. Of course you can substitute months for years if it makes the calculation simpler or helps you get a more accurate figure. Lets look at an example.

    Gross profit per purchase: $100
    X
    Number of purchases per year: 5
    X
    Number of years they remain a customer: 2.5
    =
    Lifetime value: $1250.

    As you can see this is a simple calculation. Now we have at least a good estimate of how much each new customer is worth.

    One reason its so important to track your attrition rate (customer loss) is that it’s necessary to get the “number of years” figure.  Otherwise, you should estimate it and start tracking immediately.

    Hopefully, you at least know how many sales you’ve made and what your gross profit on those sales is. If not, you obviously need to get those numbers before you can calculate LCV.

    When Discounting Is Ok

    A lot of business owners don’t like giving discounts and using coupons even in ads that are designed strictly to bring in new customers because it reduces profit. And if they get very little repeat business, that’s understandable. But in most businesses, a customer’s repeat purchases are worth far more than their initial purchase and the reduction in profit from a coupon on the initial purchase is insignificant.

    And if a coupon or other incentive is going to have a big impact on the response to an ad (which it normally does), it’s usually a no-brainer. One reason understanding LCV is so important is that it helps you understand how that coupon or other incentive will affect your profits.

    LCV Helps Determine Marketing ROI

    The other reason having at least a good estimate of LCV is so important has to do with understanding the return on investment of your marketing.  You need to know how which campaigns are effective and how much you can afford to spend to bring in a new customer.

    So for example, lets say you estimate that the avg LCV is $100. Then you run an ad that costs $100 and the ad brings in 2 new customers, that’s $200 in gross profit less $100 in ad spend equals $100 net profit. Since you made as much money as you invested, your roi would be 100%.  Actually to be completely accurate, you need to figure in the opportunity cost (eg interest) of having your money tied up as well but you probably don’t need to be that specific.

    Customizing LCV

    Many times when I go over the concept of calculating LCV with business owners, they don’t see the value in it because, they complain, “every customer is different”. Which of course is true. Some might have an LCV of $100 and others $500 and this is why you need to use averages.

    That said, you may need to calculate individual LCV’s for different segments of your business or individual products and services since the LCV of customers who buy one product or service might vary greatly from another. And obviously marketing campaigns often drive sales of specific products or services.

    You also may want track the LCV of customers acquired from different marketing campaigns as well since, as just one example, statistics show that customers acquired through referrals have a significantly higher LCV than from others sources.

    For branding campaigns, knowing LCV will not be as valuable since its difficult if not impossible to know the true impact of a branding campaign especially in the short term.

    Conclusion

    It takes some work but I’m convinced, and hopefully I’ve made a good case, that if you really want to understand the impact and ROI of your direct response marketing campaigns, its essential to have at least a good estimate of average lifetime customer value.

    Posted on: August 16, 2013 by in Uncategorized
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    How often do you see ads that are designed to immediately bring in new customers that essentially say something like “we sell shoes”?

    When the ad gets a pathetic response, the advertiser concludes that advertising doesn’t work or is too expensive.

    But what if they offered something of value to the prospect to give them an incentive to make a purchase such as a discount, gift with purchase, free consultation/estimate, extended warranty or any other valuable incentive? Most likely it will triple their response rate.

    Let me illustrate this by running some typical numbers. Note that the lifetime value of the customer (initial purchase plus all subsequent purchases) needs to be used instead of just the profit on the initial purchase.

    “We sell shoes” ad
    Cost: $200
    Customers acquired: 4
    LIFETIME value of acquired customers: $300 ($75 each)
    Return on investment: 50% ($100)

    Incentive ad
    Cost: $200
    Customers acquired: 12
    LIFETIME value (less per customer because of cost of incentive):$720 ($60 each)
    Return on investment: 260% ($520)

    As you can see, the “we sell shoes” ad got a decent return but the incentive ad was huge! Now you understand the value of making a great offer. To learn about the importance of and how to calculate lifetime customer value click here.

    Posted on: July 14, 2013 by in Uncategorized
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    As the economy has tightened over the past several years, its that much more important for businesses to cut waste. And there’s no better or easier place to do that than in your marketing.

    Gone are the days of throwing an ad in the local newspaper or phone book and hoping for the best…at least if you’re smart.

    With the advent of the internet, there really is no reason to not track the results of the bulk of your advertising and marketing campaigns.  Website analytics tools such as Google Analytics make it easy to understand where your traffic is coming from, what that traffic does once it gets to your site and a lot more.

    Once the winners and losers have been identified and return on investment has been calculated, its simple to cut the losers and invest more in the winning campaigns.

    For more information on how we can help you invest in results based marketing to get the best return on investment, call us at 219-670-6706 or click to contact us.