Search Engine Optimization

Service Delivery:

It is true that you, a decision maker, will determine how to get customers, but it is your employees who determine how to retain them.

Be careful of the following because they may result in service delivery failure at your company:

• When employees answer a customer’s question with “ That is not my department”
• When there are no set policies and procedures.
• When different employees provide your customer with different answers
• When your company lack resources- right employees, finances, technology etc.
• When you or your employee stop listening to your customers
• When you or your employee refuse to deal with undesirable behavior

The first step to ensuring service delivery, is setting standards

• Service Guarantee standards- must be specific
• Client interaction standards- must be concise
• Telephone standards- must be measurable
• Service recovery standards- must be customer oriented
• Client retention standards- must be realistic
• Operational standards- must be enforced

Learn what is effective when Face- to- Face with a customer

Learn what is effective when on the phone with a customer

Local & Mobile search is becoming more popular among internet marketers and SMX mentioned on their website that the consensus prediction of Local & Mobile search is $8 billion in ad spending by 2010.

Search engine companies have been launching local and mobile search result e.g. Google Local Business Center , Google Mobile Search.

Why do you need Local & Mobile search?

• Promises to enhance ad-spending ROI by identifying customers poised to buy when using location-aware technologies.
• Requires new and specialized techniques for achieving optimal organic results.
• Will enhance searches (70% of people research products/services online) with location-specific data that facilitate in-store purchases, which represent 90% of all purchases made.
• Is fostering an entire ecosystem aimed at simplifying online marketing and making it more accessible for local and vertically-focused businesses.

Source: SMX

See the complete agenda !

Search Engine Marketing Glossary:



Search & Marketing Glossaries and Dictionaries