Think-Big Tank: The Small-Business Idea Center

Use Technology to Connect with Customers

Technology lets us do some cool and productive things, but from the perspective of a small to medium-sized business (SMB), one of the greatest advantages technology offers is the ability to connect with customers.

Following are three technologies that you might want to consider. They offer unlimited potential for building relationships with new and existing customers.

To Wi-Fi or Not to Wi-Fi?

Remember the days when retailers used to advertise their establishment was air conditioned? You don’t see those signs too often these days. Why? Air conditioning is no longer considered a luxury. Today, it’s a standard.

Enter Wi-Fi. There is a debate raging as to whether offering customers Wi-Fi is a good thing. You’ll find some retailers that believe their product or service is all that’s needed to attract potential customers. Others concede that while their product or service might be the main draw to get customers through the door, every little incentive helps.

CIO magazine published an article that looks at the pros and cons of offering Wi-Fi to customers. The article explores four Wi-Fi business models—used by Starbucks, McDonald’s, Borders, and Panera Bread. Each model includes a range of connectivity prices, service and payment methods, and underlying customer relationship strategies.

Offering Wi-Fi is a form of hospitality. It helps retain customers, builds customer loyalty, entices consumers to stay longer (and hopefully spend more money at your business), and encourages goodwill and word-of-mouth advertising. Of course, the decision to offer customers Wi-Fi is dependent upon the type of business you have.

Companies that could benefit the most from offering Wi-Fi are those businesses where the longer the customers stay, the more money they spend. If that’s your business, then you should think long and hard about offering Wi-Fi. It’s a great way to keep butts in seats.

More information about making Wi-Fi available to your customers can be found here.

Take Charge of Conversations on Twitter

Social media sites like Twitter have companies scrambling for creative ways to connect with customers. For example, Cincinnati Bell sees Twitter as an opportunity to directly connect with consumers who are talking about its brand.

When information is posted by a Twitter subscriber, it’s called “tweeting.” Cincinnati Bell regularly tweets about company products and services, news, and events. In addition, it has set up a Twitter account specifically to share information with SMB customers. Follow both conversations at twitter.com/CincyBell and twitter.com/CinBellB2B.

Within the past year, Cincinnati Bell has started to monitor Twitter for customer service opportunities. When someone tweets about issues with a product or service, a representative from customer support attempts to respond and help resolve the issue.

You have to know what the conversation is before you can respond to it. One easy and quick way for you to monitor tweets about your company brand is through TweetBeep.com, a free service that lets you set up key words or phrases. You then receive updates of tweets including the specific words or phrases you’ve selected.

Voice Services

Imagine a staff member, family member, or client is trying to reach you. First, that person tries your office line, then your mobile number, and finally your home number. Fortunately, Cincinnati Bell offers a service that lets you select one number that will ring all of your devices at once.

Cincinnati Bell’s One Reach Plus is a great service for the mobile professional. With One Reach Plus, you can establish one number to ring your other devices, so there is always one number to reach you. There’s no need to give out different phone numbers depending on where you’ll be that day. For some customers who already bundle with Cincinnati Bell, One Reach Plus is free.

Consider trying out one or more of these suggestions in your business and let us know how it works out.

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