VOIP headset on desk with computer desktop at customer service and marketing support workplace. Office supplies of customer service. Communication support, call center and helpline concept.
09 Jun

When Automation Fails…

By Lisa In Business, Client Experience, Social Media /  1 No Comments

My recent experience with two well-known companies and their customer service paints a very telling and familiar picture about the role of automation. One was much more personal in its approach, while the other relied too much on AI. The former nailed responsiveness and got the sale, while the latter has left me feeling drained.

The truth is, the more personal company, the one that makes its buyers feel heard and valued, will win every time. This is a story, that in so many words, every buyer has told at one point or another.

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The Second Sale Strategy, by Lisa Larter
26 May

The Second Sale Strategy

By Lisa In Client Experience, Marketing, Sales /   No Comments

You could likely learn a thing or two from those flyers you get in the mail – they are not looking for the first sale, they are looking for the second sale. Traditional “Getting the sale” thinking is transactional in nature. It doesn’t lay the foundation for a long-term relationship with your buyer.

Your strategy shouldn’t be all about the first sale. It should include what happens after that – what happens in the second sale.

In order for you to develop a strategy that includes second sale thinking, there is one thing that is critical to understand: Your buyer’s journey.

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Image of a womans hands typing on a black laptop with a cup of coffee next to her
05 May

How To Plan And Prioritize Your Marketing

By Lisa In Blog, Content, Marketing /  7 No Comments

Do you plan and prioritize your marketing? Do you feel like you’re in control of it? Or, do you feel like you’re throwing spaghetti at the wall and hoping something will stick?

The most effective marketers have something in common. They use a system or a process for how they market and they follow a set of core values. Let me explain how this works.

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Image of Sunshine and Eddy on the seat of a boat
21 Apr

Borrowed Courage

By Lisa In Blog, Entrepreneur, Podcast /  7 No Comments

We bought a piece of fake grass for the boat so that the dogs could relieve themselves while we were out on the water. Before taking them out on the boat, I placed the grass outside, on real grass so they could get used to it.

Sunshine used it almost immediately. She’s extremely smart, adapts easily and listens to commands about where to “go pee” with relative ease. One time when we were at a hotel, I even put her in the shower and told her to go, and she listened! There’s a level of safety that she feels around humans because she has never been abused.

Eddy, however, had a very different life.

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