Customer Experience

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The Technician's Illusion

March 27th, 2018
4minuteread
#HVAC, #LawnCare, #PestControl, #Plumbing, #ProfessionalServices, #BUILD, #Leadership&Management, #CustomerExperience
When technicians become business owners, it's easy to still be stuck in the day-to-day operations, but beware of how this can negatively impact your business!

About The Author

After graduating from Appalachian State University with a BS in Advertising, Alanna found her way to the Coalmarch team in the beginning of 2017. As a Paid Search Analyst, she enjoys...Find out more!

To UX or to UI, that's a good question.

February 11th, 2018
4minuteread
#ProfessionalServices, #WEBSITEDESIGN, #Marketing&SEO, #Design&Usability, #CustomerExperience
You might have heard the terms user experience (UX) design and user interface (UI) design thrown around a time or two, and I'm betting you didn't really understand what they mean. They're the kinds...

About The Author

With a background in the non-profit world where she focused on database management, analytics reporting, and event planning, Ashley uses her unique perspective and awesome UI skills to...Find out more!

The Good News About Goodwill

December 26th, 2017
4minuteread
#HVAC, #LawnCare, #PestControl, #Plumbing, #SPROWT, #Marketing&SEO, #CustomerExperience, #Culture&HUPPSA, #Careers
As a small, local business it can seem impossible to stand out amongst all the media constantly vying for the attention of your community.

About The Author

As a Marketing Account Strategist, Emily manages website and retainer projects for a variety of Coalmarch clients. Her friendly, positive energy and years of professional experience...Find out more!

Keep Your Customers. Keep Your Profit.

December 8th, 2017
12minuteread
#LawnCare, #PestControl, #CO2, #CustomerExperience
We all know having happier customers makes life easier. They don’t complain, they leave good reviews, they refer people. But it also makes business sense because we all know that it costs more to...

About The Author

How To Build a Review Generation Strategy

November 7th, 2017
5minuteread
#HVAC, #LawnCare, #PestControl, #Plumbing, #SPROWT, #Marketing&SEO, #CustomerExperience
Whether you already have positive reviews or you’re starting from the ground up, your off-season is the best time to develop a review generation strategy for your local service business.

About The Author

Laura joined the Coalmarch family in 2015 as a digital marketing specialist. After learning the ins and outs of the home service industries, she honed her specialties working with...Find out more!

Transition Tips for the Slow Season

July 25th, 2017
4minuteread
#HVAC, #LawnCare, #PestControl, #Plumbing, #ProfessionalServices, #SPROWT, #FORGELY, #Marketing&SEO, #CustomerExperience, #Careers
Learn how a seasonal lawn care business like yours can keep the cash flowing during those slower months.

About The Author

Liz joined the Coalmarch family in February 2015. As the Human Resources Coordinator, Liz manages our recruiting, hiring, and training for the company as well as handles our HR...Find out more!

Let's Talk About CX, Baby

May 16th, 2017
10minuteread
#LawnCare, #PestControl, #FORGELY, #GROW!IMS, #CustomerExperience
In Q4 of last year, we decided to make a full pivot to focus on our customer experience , so we met with CX Pilots to determine where to start. After a 4 hour workshop with our team, we had...

About The Author

CX - Everyone's Having It

May 10th, 2017
5minuteread
#HVAC, #LawnCare, #PestControl, #Plumbing, #ProfessionalServices, #GROW!IMS, #Leadership&Management, #CustomerExperience, #Culture&HUPPSA
Pop quiz! Customer service and customer experience (CX) are the same thing? Did you say yes? Well, I hate to be the bearer of bad news, but you just lost out on the million dollar question today.

About The Author

Starting out as an Operations intern in February 2015, and then joining our team permanently as an Account Coordinator, Logan manages website and retainer projects for a variety of...Find out more!

The Rise of the Digital Assistant

February 12th, 2017
8minuteread
#HigherEducation, #HVAC, #LawnCare, #PestControl, #Plumbing, #ProfessionalServices, #Marketing&SEO, #CustomerExperience
Back in November I published a post about how I expect emerging voice technology and digital assistants like Siri, Alexa, Cortana, and Ok Google to impact how people find and use services in the...

About The Author

Jason uses his 20 years of experience as a marketer for a wide range of companies and organizations daily in his role as the leader of Coalmarch. As CEO he plays a direct role in the...Find out more!

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