Capture Customer Information

article writingI’ve mentioned how important it is to have an opt-in form on your website. That way, when a visitor leaves your site, you still have a way to keep in touch with them. No matter how good your visitors’ intentions, they will often forget you.

I was reminded of that fact the other day when my husband and I went shopping at our local lighting store. Continue reading “Capture Customer Information”

NAMS December Deals

NAMS David Perdew

NAMS – Novice to Advanced Marketing Systems – as many of you know, its dear to my heart. It’s the brainchild of David Perdew, shown above talking to affiliate marketer, Lynn Terry. This photo was taken at one of his rare appearances at a Canadian marketing event. Normally I have gone to Atlanta twice a year for the past many years to learn from this man and his peers, including one time I was there as an instructor.

But times change and in 2015, David decided that NAMS as an in-person event would be no more. Many of us looked forward to that twice yearly event, not only to stay up-to-date with online marketing trends, but also to catch up with old friends and form stronger business alliances. NAMS does have a membership and an online Facebook group called the Insiders, both of which I continue to be a part of. It could never replace the face-to-face times together, but is still a necessary part of our business growth.

Every December, David does something he calls the “NAMS Daily Deals” and this year will be no different. To kick off the event, David gave away the new NAMS course, “Conversion Secrets”. Now, for the rest of December, there will be a different NAMS given every day by going to the following link:

Although I miss the NAMS live events, change is a part of life. In fact, I’ll be making some changes of my own in the near future and I’ll keep you informed about that. In the meantime, I encourage you to click the link and get your great NAMS deals while there is still time.

To Your Online Success,

P.S. That link again for your NAMS Daily Deal is
but only for December.

Marketing Tips From NAMS

NAMS presentationAs you know from my last post, I was an instructor at NAMS (Novice To Advanced Marketing Systems) in Atlanta this past August. It was the fulfillment of a dream and proves you’re never too old. (That’s me in the photo)

I also took away some great marketing tips from the other sessions, including the following:

  • keep a journal with your best ideas and give it as a bonus to people who purchase your course
  • write down three people who really inspire you and why. We are a mirror of what we appreciate in others
  • the solution to Too Busy is to say ‘yes’ to those things you are committed to and are passionate about, ask for help, and don’t say ‘yes’ to everything
  • what really works now as far as online marketing is to do product review webinars (and I can help with those – use my contact form and let’s get started)
  • before a webinar, give people a 5 minute video or a PDF in return for their email. Then even if they decide against the webinar, you’ve given them something of value and can continue to connect with them
  • make a list of all the things you can monetize, such as email or a page on your website, and do one of those tasks each day
  • great keywords to use on a sales page include: how to, learn, make, start, remove, stop, get rid of
  • check Yahoo Answers or specialty forums to see the kinds of questions your market is asking
  • one of the best survey subject lines is “I need your help”
  • podcasts allow you to have a conversation with people no matter where they are and can be circulated on iTunes
  • Pinterest and Youtube send a lot of traffic to local businesses
  • COI stands for cost of inaction – how much money are you losing monthly because of your inaction?
  • study what Amazon does for their sales
  • old school direct mail is still very important
  • be the client you would like to have. For example, if you want clients who value training and are willing to pay for it, be that kind of person yourself.

I had all kinds of other points in my notes, but too many to share here. The best action is to purchase your own copy of all the videos from NAMS. Yes, it’s been held twelve times, and I’ve travelled to Atlanta for all but the first one. That’s how much I value the instructors and the training.

To your Online Success,

P.S. I’d love to hear your thoughts about my session at NAMS. Click here to purchase your copy of the training videos. Invest in yourself and your growth as an entrepreneur.

Customer Service and Retention

Store Door opensI received the following email from Gary Ford (published with his permission) and was really impressed with some of these stats. I know as a consumer I certainly agree with a lot of them, especially #6 about not complaining but never going back. These points make it very clear where your priorities as a business should be.

[Guest Post]
1. 65% of customers leave because they feel unappreciated and only 9% leave because of price -Gary Ford “Life is Management”.

2. A customer is 4 times more likely to defect to a competitor if the problem is service-related than price- or product-related – Bain & Company.

3. The probability of selling to an existing customer is 60 – 70%. The probability of selling to a new prospect is 5-20% – Marketing Metrics.

4. For every customer complaint there are 26 other unhappy customers who have remained silent -Lee Resource.

5. A 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the Edge of Chaos, Emmet Murphy & Mark Murphy.

6. 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back – 1Financial Training services.

7. A dissatisfied customer will tell between 9-15 people about their experience. Around 13% of dissatisfied customers tell more than 20 people. – White House Office of Consumer Affairs.

8. Happy customers who get their issue resolved tell about 4-6 people about their experience. – White House Office of Consumer Affair.

9. 70% of buying experiences are based on how the customer feels they are being treated – McKinsey.

10. 55% of customers would pay extra to guarantee a better service – Defaqto research.

11. Customers who rate you 5 on a scale from 1 to 5 are six times more likely to buy from you again, compared to ‘only’ giving you a score of 4.8. – TeleFaction data research.

12. It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner.

13. A 5% reduction in the customer defection rate can increase profits by 5 – 95% – Bain & Company.

14. It costs 6-7 times more to acquire a new customer than retain an existing one – Bain & Company.

15. eCommerce spending for new customers is on average $24.50, compared to $52.50 for repeat customers – McKinsey.

Check out Gary Ford at for all the your training and motivational needs. I met him at an event and he is a very entertaining and informative speaker.

To your Online Success,

NAMS Training Tidbits

I’ve just returned from the NAMS marketing workshop in Atlanta that I attend twice a year. I admit the first two days back I was feeling a little brain dead, but I’m slowly getting back to normal and itching to implement some of the great ideas I found out about there.

For instance, in a book development workshop, the instructor – Kristen Eckstein – had one of the attendees (a life coach) stand and throw a beach ball back and forth to her. At the same time they discussed possible chapter ideas for a book. By the middle of the exercise, the coach started getting all kinds of ideas about the content she would include. Apparently, some form of play, like the ball toss, activates the creative right brain and is especially good if most of the time you are too analytical. Kristen suggested throwing a ball against a wall if you don’t have a partner and recording everything you say. I can’t wait to try it with some of the projects I’m working on.

I also attended workshops that covered everything from time management to video marketing. There were people from all kinds of different business backgrounds, beginner to advanced as far as Internet marketing skills. We started and ended each day with a motivational keynote and learned a lot of tricks of the trade. I’ll try to share some of my main takeaways in future posts.

If you’d like to know a bit more about what goes on at NAMS, why not attend one of their free live training sessions? Today’s session is about maximizing the use of your WordPress website. Every Wednesday a different expert speaks on a topic. It’s all education and these instructors give a lot of detailed information. I hope you’ll take advantage of a session, either by clicking on the Free Live Training banner at the top of the Home page, or by clicking the link near the beginning of this paragraph. And if you use that brain exercise with the beach ball, let me know if it helped you.

Bye for now,

P.S. You can also get to that link for the free sessions by clicking here.

Create a Business Funnel

The best business clients are those who buy from us over and over again, not just once. Attracting potential customers online is no different and the easiest way is by using the funnel model to keep them coming.

The wide top of the funnel gathers buyers by offering low priced products or services. Then the funnel gradually provides higher priced items. Depending on your business, you may not be able to offer all of the levels, but the goal is to provide as many as possible. The following is a proven funnel business model with number one as the entry level and number five offering the highest ticket items:

  1. Tell your customers what to do in a general way. For example, an overview of how to prepare a car for winter driving.
  2. Tell them how to do it step by step using text or audio.
  3. Show them how to do it – video or live training.
  4. Sell them a product that does it for them.
  5. Do it for them.

If you have a product, create services to support it. If your business provides a service, create a product to match. Keep creating more products or services to offer.

Are you using a funnel model? Is it similar to this?

To your online success,

NAMS Updates and New Membership Program

4 generations at NAMS6This past weekend I was in Atlanta for the NAMS (Novice To Advanced Marketing Systems) workshop I attend twice a year. We enjoyed a great hotel, delicious meals, informative workshops, and great networking – especially around the fire pit in the evenings.

Although I was exhausted at the end of the three days, I was more than happy I went. As well as hands on workshops in everything from WordPress security to video marketing, these were some of the highlights for me:

  • keynotes by Kathleen Gage and Paul Evans.
  • a fifteen minute brainstorming session with Mark Hendricks
  • won Dragon Naturally Speaking software in one of the many draws
  • was given an autographed book by Kathleen Gage as were my mother, daughter, and grandson since we were there as four generations – and yes, my 86 year old mother blogs and sells information products (that’s a photo of the four of us at the beginning of this post)
  • Amazon and Kindle publishing tips from Kevin Riley
  • Seeing a number of people register their first domain name and set up their first WordPress blog, all by themselves
  • meals with some of the best online marketers around
  • the opportunity to spend time with people who are changing the world for good, whether it be orphanages in other countries or heart surgeries for children who would never be able to afford them.

If you’ve never attended a live marketing event, I encourage you to make the effort to go to one like NAMS – no sales pitches, just solid information and encouragement that will take your business to the next level.

P.S. NAMS creator, David Perdew, has created a membership site that will allow members the opportunity to attend the live events at a deep discount. I joined as soon as I got home, since right now fees are 90% off. For under $10 a month, I can access the forum, attend the monthly webinars and q and a sessions. The special reports and extra training will be nice, but being able to talk to established marketers who want to help me succeed online is my main reason for joining. And since NAMS gets more popular every year, tickets to NAMS7 in Atlanta next February will probably be sold out to the members.

To your online success,


August In Atlanta

Is our up and down weather getting you down? Or maybe the up and down economy? Why not join me for August 19th to 22nd in Atlanta, Georgia this summer? Often called Hotlanta, you’ll finally get real warm weather. And as for the economy, you’ll be learning so much about marketing on the Internet and meeting so many influential people, that you’ll be taking your business to a new level that doesn’t depend on the current economy where you live.

I’ve mentioned before on this blog that I attend NAMS (Niche Affiliate Marketing Systems) twice a year. But did I ever tell you that this live workshop isn’t just about affiliate marketing, although Lynn Terry (that’s her on the left of the photo below), a superaffiliate, is one of the featured trainers?

Lynn Terry
In the past, we’ve covered writing press releases and actually done them during class. We watch behind the scenes as teleseminars, webinars, and products are created. We learn about copywriting from Karon Thackston, article marketing from Jeff Herring, video promotions from Maritza Parra, membership sites from Kathleen Gage, and Blogging from Denise Wakeman. Often we put what we watch into practice in a hands-on component. And those are just some of the experts represented. Every year new faculty join NAMS and it’s becoming a who’s who of the Internet marketing world.

Yet, NAMS remains easy enough for beginners, social enough that you can enjoy a chat with all the trainers. Note I call them trainers, not just presenters, because the goal of every marketer teaching at NAMS is to give you the tools to do what they do. There are four tracks: absolute beginner, beginner, intermediate, and advanced. You decide yourself which of those tracks you belong to and can change if you find another area suits you better. In fact, although I spend most of my time in the intermediate room, I’ll sometimes head over to the beginner group to fill in any gaps in my Internet education. The only exception to that is the advanced group – these are marketers that are already making a full-time living online and want to get to the next level, so their sessions are unrecorded and meant for that elite group.

As August gets closer, the anticipation heats up and everyone enrolled becomes really eager for NAMS to start. If you’re on Twitter, you can see the excitement building up at #nams. Another reason I like attending is because it’s reasonably priced. Since I’m coming from Canada, I have to be choosy about the events I attend, and I appreciate the low cost of admission. I usually share a room with some of the other attendees, so it becomes very affordable. And the reason I’m mentioning NAMS again, as well as the fact I’m getting more eager as the days pass, is because David Perdew, the creator of NAMS, has one last special offer.

Please let me know if you decide to attend NAMS and I’ll do my best to introduce you and make you feel welcome. I know you won’t regret your time in Atlanta this August. Hope to see you there!

To your online success,


Customer Service – Does It Set You Apart?

When a person walks through your shop door or uses your service, do you become memorable to them? Do they tell their friends about your business and sing your praises? Or are their comments negative? In these days of social media, experiences are shared with hundreds of people and you risk losing more than just that one customer. How can you make your customer service amazing?

I’m one of those people that will allow poor customer service without voicing my displeasure at the time. But I will never use that service or go to that establishment again. And I will tell everyone I know to stay away. At the same time, when I encounter excellent customer service, I come back again and again, bringing others with me. Competing on the basis of price alone could never produce that kind of loyalty.

My oldest son, Daniel, is the owner of the Freshco store in Kitchener. A fairly new store, many people either don’t know it exists or aren’t sure what to expect from a Freshco grocery store. My son has learned that excellent customer service is what will keep people coming back week after week. He keeps the store spotlessly clean and attractive and his employees enjoy working there. Daniel makes sure that all of his staff do their best to make their customers feel special. Little things like notifying them when a shipment comes in, to the big things like making sure that when a person arrives with a complaint, they leave the store happy. As a result, people are telling other people and new customers are even coming from outside of Kitchener.

That’s the kind of customer service we want. Satisfied people telling others on Twitter, Facebook, or at their jobs about what a great business we have and how highly they recommend it. That kind of feedback does more than thousands of dollars spent on advertising. How are you cultivating that relationship?