Marketing by definition is the act or process of promoting a product or service.
Traditionally, marketing has been associated with print ads, commercials and radio spots. But in the last decade, with the advancements in technology and electronic devices, traditional marketing mediums are being replaced by emails blasts, online ads and QR codes.
All of the above marketing methods will definitely get your business name, product or service in the face of the masses. But there is one invaluable, intangible marketing method that carries more weight than all the others combined, and that’s word of mouth marketing.
Why, you ask?
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As Client Advocates, we regularly “check in” with our clients either by phone or email. We do this not only to assess the working relationship with their VA, but also to gain insight into what’s new and happening with the client and their business.
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“The Reality of Reality?? Really?!?! That doesn’t make any sense!!” Those are the exact words uttered by a client during a recent phone conversation.
You see, part of a Client Advocate’s role is to regularly check in with clients. It gives us an opportunity to assess how we’re doing and what we could be doing better. In this particular case, a routine check in plus one simple question led to one extremely happy client.
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When I began with CVA, I wasn’t sure how it would all work. I’d never worked from home before. CVA offered so many services, but I since knew I had a team to lean on felt confident I could succeed. As it turns out, being with my clients is just like being in a normal office setting only without leaving my home.
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At CVA, communication between the Client Advocate and the Virtual Assistant is vital. It’s how we work together to keep the client happy. As Client Advocates, we usually get emails or phone calls from a client about urgent issues. Being able to quickly communicate with the client’s VA speeds up our ability to fix the client issue. We use communications to give great customer service.
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Having your own Virtual Assistant really pays off! A few months ago, my client decided that her website needed a new, fresh look. She asked me if I could help her with the creation of the new look, she wanted something special with various custom design images. However I am not a great graphic designer, so I suggested using one of our CVA graphic designers and web builders who could do exactly what she wanted.
She considered this option, but instead decided to contact her previous designer. The designer created a very colorful and dynamic site to replace the old one. But this beautiful new site had one flaw –– it took up a great deal more memory than the old one. Website migration is a complicated and delicate process. It requires extensive technical knowledge: from backing up and deactivating the old site to activation and migration of the new one. And if you exceed the web host memory capacity, it can spell trouble down the line.
After months in the making my client’s new website was finally finished. It looked great! Colors, graphics, text, images, and videos, everything was just right. However 30 days after successfully activating the site, disaster struck –– the new website was suddenly gone!
I quickly called the web host. They told us that a small crash had occurred in their system. They’d done a restoration with what they had in the backup files. Unfortunately, the only thing in the backup was the old site. Apparently we’d gone over the space limit and the weekly scheduled backups were incomplete, so we had none of the new files.
Immediately my client contacted her web designer. She expected the designer to help restore the site; after all, the designer had the files. To my client’s disappointment, the designer was not going to restore it without additional costs, even though they had some responsibility for the backup. My client was very unhappy, frustrated and almost ready to give up on the whole thing.
Seeing my client so sad and unhappy, I assured her that we were going to help her through this and have her site back up quickly, with virtually no added cost. She was extremely happy to have the support. It was certainly a painstaking task. First I had to carefully look at every page and make a list of all the files, images, links, videos and everything else that was missing from the site. Some had to be rebuilt from scratch. The files were sent to me slowly, but in a few weeks the new website was up and running. My client was delighted and relieved, not only because I took over, but because I was there for her every step of the way.
At CVA, our Virtual Assistants are there for you every step of the way. We have you covered!
Photo credit: Celine Walker