Humanizing the Customer Experience with Technology

Customer experiences are being radically reshaped continuously by technologies that are cutting edge and ever-evolving. However, human interaction and empathy are still key in creating a positive customer experience. That’s why companies must focus on an effective personalization plan. Check out some ways you can humanize your client’s experience so that your patients can have their unique needs met – and they return for more of your excellent service and care.

Technology enhances business. It allows companies to operate faster, more efficiently, encourages collaboration, and in return creates growth. However, human interaction is still key in creating a positive customer experience. Taking into account of the last year, with companies forced to rapidly digitize, many business leaders have grappled with the challenge of humanizing customer experience with the new technologies that have been implemented.

Yet, in order to create a customer experience that streamlines the buying process while customizing to fit the consumer’s needs, companies must focus on an effective personalization plan that encourages customer loyalty, customer growth, and an increase in revenue. Personalization and customization are key in targeting a customer base and to make sure a business is serving their specific needs.

According to a Gartner survey 88 percent of consumers report not receiving “tailored help”, and to make matters worse brands are at risk of losing 38 percent of customers because of poor marketing personalization efforts.

Businesses often get consumed by return on investment metrics and pressure to show results, but before the focus on this, business leaders must hone in on serving their customers to seamlessly guide them through a personalized journey. Like the saying, “if you build it, they will come”, taking the time to personalize the customer experience will in return create increased customer loyalty, increase in driving sales, and positive customer experience within a business.

How to Humanize Customer Experience

Create a Hyper-personalized Customer Journey Plan

Companies tend to forget the minutiae included in one single customer journey. When generating a plan to enhance personalization and efficiency, business leaders must take into account aspects such as how interactive and easy to use the website is, how products or services are outlined, the sales process, invoicing process, communication and support.

Customers are looking for companies that provide personalized experiences that are relevant to them specifically, rather than repetitive processes that make the journey seem robotic.

A way to make hyper-personalization naturally occur is by using technology tools that remember documentation when needed the most. For example, if a sales person is on a call with a customer and can see in their CRM tool that the customer had a support ticket two weeks ago on the same issue, they’ll have better context and be able to provide a more customized experience.

Another way to hyper-personalize and humanize customer experience is through technology that provides suggestions based on buying patterns. For example, if a business sells clothing and the user has viewed a specific style of clothes on the site, the technology can generate a suggestion such as, “Since you viewed this, we think you may also like this”.

By using tools that are completely customized to the consumer’s preferences, the business achieves a hyper-personalized and streamlined customer experience. While it may seem like a lot of work to take inventory of these individual aspects, having a plan in place with technology to assist will help businesses create customer experiences that impress and keep customers for the long haul.

Use Smart Technology to Enhance Personalization

Using technology that connects with your customers on multiple channels such as telephone, email, live chat, and social media ensures strong communication so that customers are left with all their questions and needs met. Additionally, utilizing workflow automation will help streamline the lead nurturing process, which is important when wanting to make things as easy as possible for the customer.

AI is also a way to increase efficiency and help enhance personalization. AI can be used in the customer journey to generate advanced lead and deal predictions to help businesses identify specific leads and where they are in their customer journey. It can also help with finding important information from the CRM, sending task reminders, alerts, and suggestions for the best times to contact leads based on your past interactions so that you can provide a preferred experience for your customer.

Also, businesses can utilize AI for sentiment analysis to prioritize which emails should be addressed first. For example, if a consumer sends an email about a negative experience with the business, AI will identify the displeased feedback and flag the email so that it’s addressed first. There are so many technology options out there that help with streamlining and automation, by discovering tools that also help with customization will be essential.

Analyze to Nurture New Clients and Current Ones

While metrics and data points are vital in showing ROI, using analytics to detect buying trends and other data trends around the customer will enable your business to gain new clients and current ones. Using analytic tools that track key performance indicators, including current trends and future predictions will be a critical aspect of the data strategy.

Yet, before diving into the technology, business leaders must ask themselves what key information about the customer they’d like to understand and how this data will help to create a more personalized experience for the customer.

For example, analytics can be used to find out what patterns are critical for customer satisfaction. If the analytics tool detects that consumers that purchased a specific service keep submitting support tickets for the same problem, having that data will help the business quickly find a solution to avoid customer churn.

Along with these questions, business leaders must recognize how they are collecting data to uphold ethical data privacy principles and strong security measures. With the surge of customer data being tracked and collected for monetary gain, companies must consider privacy concern and scrupulously examine the technology vendor they decide to use.

Consumers are rightfully concerned about how their data will be used, and it’s important to ensure that customer data stays private. At the same time, customers are more willing to provide personal information if their customer experience is hyper-personalized. With this in mind, businesses must aim at finding a harmonious balance with creating a personalized experience without jeopardizing consumer data.

Saying technology can make business more human sounds like an oxymoron, but when used the right way technology can enrich the customer experience to fit the unique needs of an individual customer. Because most companies have digitized in the last year, competition for enhancing the online customer experience has risen drastically. This means having a streamlined customer journey is not enough to set a business apart.

However, the core lies within personalizing the customer journey so that consumers can have their unique needs met and exceeded. When it comes to humanizing customer experience, people want to feel special and taken care of; creating a personalized experience with technology that streamlines the buying process for your customers can achieve this, and in the end will be the crux of what sets businesses apart.

Perform Practice Solutions helps practice owners nationwide adjust to the industry’s changing and challenging reality. Our team has smart marketing strategies to offer your clinic an alternative way forward. Call us today at (833) 764-0178  – and also join us and be part of our Facebook community!

Reference: [https://smallbiztrends.com/2021/07/humanizing-customer-experience.html]

6 Business Lessons From A Successful Entrepreneur

Advice to continue to grow and develop your business is always welcome! Having a business means hard work, successes, and failures. So it’s important to keep learning from it. Here you can read more about the most valuable lessons a CEO has to share in his two decades of entrepreneurship.

Ask any entrepreneur for business advice and they’ll be glad to share their stories of hard work, successes, and failures.

I spoke with serial entrepreneur Brian Kalish, CEO of Xigem Technologies, to share some of the most valuable lessons he’s learned in his two decades of entrepreneurship. Kalish’s entrepreneurial journey has spanned multiple industries from consumer packaged goods to publishing, healthcare, and professional sports. Kalish credits this diverse experience with his continued success as an entrepreneur. Here’s his advice:

Embrace failure and learn from it.

Failure is a wonderful teacher, as long as you’re willing to learn from it. As Kalish points out, “You learn more from the failures than you do the successes.” You can learn from every failure, no matter how large or how small. Take the time to analyze what when wrong, when and where in the process it went wrong, and come up with ways to ensure that those mistakes are corrected moving forward.

Surround yourself with the right people.

Having the right team in place is integral for business success. You want to build a strong team that supports all areas of your business and doesn’t leave any gaps uncovered. Seek out people who are experts in their field and hire them, learn from them, or partner with them. Not everyone on the team needs to be an employee – your team can be made up of freelancers, advisors, and mentors as well as full or part-time employees.

Think ahead to the future.

“As a serial entrepreneur, you’re always looking for what the next great adventure is going to be as well as how to leverage and take advantage of any changes that are happening,” says Kalish. His advice is to not only think about what’s happening now, but what might change in the future.

Look for opportunities.

You always have to keep your finger on the pulse and think a few steps ahead. “Really try to understand where the market is moving,” advises Kalish. Observe what’s going on in the business world and analyze those changes. Look at which sectors are leading and which ones are lagging behind. Think about ways to use or incorporate new technology to improve existing business processes. Think ahead to what might come next in technology, AI, and global business trends.

Don’t be afraid to take risks.

Risks are simply part of doing business, especially when you’re bringing a new product to market or entering a new field. The key is to take calculated risks where you’ve fully weighed your options, thought about the pros and cons, and are making a fully informed decision. Take risks wisely, don’t just dive in on a whim without doing your due diligence first.

Be prepared for change to happen quickly.

“We went from sharing everything, from bicycles and cars to apartments, and then all of sudden sharing nothing,” Kalish said, highlighting the almost instantaneous shift to a remote economy. The pandemic upended everything from industries to the very way we work, and many of those changes will be long-lasting. No one could have predicted the overnight shift to remote work, yet most businesses managed to adapt, often learning as they went along. Businesses that don’t adapt will quickly get left behind.

Whether you’re embarking on your first entrepreneurial journey, you’re an established businessperson, or anywhere in between, follow this advice to continue to grow and develop your business.

If you are looking for better ways to grow your practice, Perform Practice Solutions will help you tailor solutions to keep your practice thriving. Contact us and find out more about our packages at (833) 764-0178 and visit our Facebook page.

Reference: [https://www.forbes.com/sites/ashiraprossack1/2021/07/16/6-business-lessons-from-a-serial-entrepreneur/?sh=65ae9dcf2087]

14 Ways For Companies To Improve Digital And Mobile Marketing In 2021

Digital marketing is all about balancing strategy, creativity, and analytical thinking. With the right tools and knowledge, your company can take full advantage of the opportunities to interact with your customers. Below you can read about 14 ways companies can improve their mobile and digital marketing in 2021. However, you don’t need to do it all on your own. With Perform Practice Solutions, you can have all your physical therapy marketing taken care of. Every single thing, from blogs to newsletters to social, by a team who knows PT. 

More than ever before, consumers are turning to the internet to find information and engage with brands and other consumers. With the right tools and knowledge, your company can create digital and mobile marketing strategies that effectively capture the attention of digital buyers.

To take full advantage of the opportunities to interact with customers and prospects online, you have to make sure your strategy will help you reach your target audiences where they are. Below, 14 members of Forbes Agency Council discuss effective ways for companies to improve their mobile and digital marketing in 2021.

1. Leverage Tech To Guide Decisions

Leveraging technology to make data-driven decisions is one of the most important things business owners can do to put themselves a step ahead of their competitors. Your customers now live in an on-demand world and need to be able to easily find you, contact you, buy from you and leave you a review. Active participation on all new advertising channels, such as Google Local Services Ads, is a must. – Michael Sauer, scorpion.co

2. Focus On What’s Already Working

Often, we get so busy with new ideas that we forget to look at what we can take away from the efforts of the past. Our customers leave a footprint of what’s impactful, so do more of that. Analyze information such as web traffic, clicks and email open rates to determine what has worked. Don’t work to reinvent the wheel when you can expand on what’s been successful to date. – Carm Lyman, Lyman Agency.

3. Build A Strong Brand Image On Social

Double down and build a brand image on social media. Most consumers are constantly on their phones and spend a majority of their time on social media platforms. So, to optimize marketing for your business on mobile, focus efforts on making your brand on social media as strong, consistent and engaging as possible. – Tony Pec, Y Not You Media.

4. Adopt A Conversational Marketing Approach

Companies will need to move past the one-way mindset of simply “pushing” a product toward a customer and shift their focus toward engagement in order to drive customer loyalty and increase satisfaction. Adopting a conversational marketing approach enables companies to effectively communicate with existing customers and prospects in a more personalized and interactive manner. – Matt Ramerman, Sinch for Marketing.

5. Utilize Artificial Intelligence And Machine Learning

Embrace the power of artificial intelligence and machine learning technologies to better personalize experiences for users. Move away from the mass marketing tactics where your company delivers one message to a set target audience; instead, deliver tailored messages to individuals based on their trackable behaviors. – Russ Williams, Archer Malmo.

6. Diversify Ad Spend Across Channels

One great area to improve your digital and mobile marketing this year is to diversify your ad spend across various channels. Long gone are the days when it was just Facebook and Google reigning supreme. Pinterest, LinkedIn and TikTok, to name a few, are all showing promising returns on ad spend. Create mobile-specific content and diversify ad spend across platforms to increase ROI. – Krishan Arora, The Arora Project.

7. Create Content That Aligns With Your Values

First, ensure that your messaging and content align with the mission, values, culture and value proposition of your company. Second, ensure that every asset you produce consistently meets your brand and style guidelines. Third, maximize your opportunities to reuse and repurpose assets for cross-channel syndication while ensuring that they are optimized for each platform and device. – David Hall, GeniusVets.

8. Track Traffic To Optimize For Organic And Paid

Optimize your website for organic and paid traffic by tracking mobile page load speeds, implementing design and layout with mobile users in mind and using UTM codes to accurately track traffic. It’s imperative to know where traffic is coming from and which marketing efforts are actually working. – Melissa Litchfield, Litchfield Media.

9. Keep An Eye On Competitors And Emerging Tech

It is important for companies to keep up with the latest trends in digital and mobile marketing. Three ways that your company can improve its digital and mobile marketing this year include improving customer data, keeping an eye on competitors and taking advantage of opportunities with emerging technologies, such as 5G, AI and machine learning. – David Rollo, Acronym.

10. Review The Past Year’s Data

Take a look at your statistics from the past 12 months and identify key areas where you can improve in the next six months. Data will show you what’s actually working with the new norms of digital marketing and point out areas that you’re losing customers along their journey. Test everything on mobile devices with real customers and ask the hard questions at each click. – Darrell Keezer, Candybox Marketing.

11. Repurpose Content Into Different Formats

As brands work to create engaging content despite fewer resources and reduced budgets in 2021, there will be a bigger focus on repurposing content. By turning one asset into something else—say, a blog post into a podcast episode or YouTube video—you’ll maximize the investment and give your brand a holistic feel that will drastically improve user experience. – Donna Robinson, Collective Measures.

12. Optimize The Post-Click Experience For Mobile

A post-click experience is essential and must be optimized for mobile. Nailing the ad and getting the user to click is just half the job; the other half is getting people to purchase on your landing page or website. The post-click experience has to be seamless and frictionless to maximize conversions. – Ralph Burns, Tier 11

13. Examine Audience Intent Data

The most important step you can take is to better understand your audience, and quality data offers the most effective way to do that. We recommend intent data to fuel campaign efforts across all stages of the buyer’s journey and, above all, to understand and identify decision makers who are ready to buy. This level of insight gives marketers greater accuracy in targeting and higher campaign ROI. – Paula Chiocchi, Outward Media, Inc.

14. Maximize Media Efficiency

The key to improving digital and mobile marketing is maximizing media efficiency; that is, make sure that every media buy targets your ideal customer and is delivered at the right time and to the right place. To do that effectively, consistently and at scale, companies should utilize the analytical and self-optimization capabilities that AI and deep learning have to offer. – Jeremy Fain, Cognitive.

Set the perfect digital marketing strategy for your clinic with Perform Practice Solutions. We can truly help you build your business with efficiency and success. Give us a call today at (833) 764-0178  — and also we’d love to see you join our Facebook community.

Reference: [https://www.forbes.com/sites/forbesagencycouncil/2021/06/22/14-ways-for-companies-to-improve-digital-and-mobile-marketing-in-2021/?sh=32861c4e8d5d]

Recurring Billing Issues: 7 Common Challenges and How to Overcome Them

We know that recurring billing isn’t a straightforward process. Billing errors can and do happen – and happen often. However, they are 100% avoidable. Learn more about some common challenges and how to overcome them. Consider going beyond with a provider who has your growth in mind. Perform Practice Solutions offers a transparent physical therapy billing platform that shows you exactly where your dollars are, creating a streamlined system to optimize cash flow. You’ll actually have far more money in your pocket. Let us explain with a complimentary consultation to discuss.

Are you finding it increasingly difficult to manage your growing subscribers? Is retention becoming a challenge, or are you losing out on revenue opportunities like upselling? If you face challenges like these, then it’s likely that your billing has become a thorny issue.

You’re not alone – growing SaaS companies often find themselves grappling with the sheer complexity of the recurring billing process. If left unchecked, this results in high churn and low acquisition rates, which become roadblocks to your growth.

Here are some of the common recurring billing issues subscription companies may face and how you can overcome them:

  1. Unscalable Billing Infrastructure
  2. Loss of Revenue Due to Failed Payments
  3. Growing Complexity of the Invoicing Process
  4. Insufficient Operational Rigour
  5. Increasing Difficulty in Recognizing Revenue
  6. Lack of Third-Party Integrations
  7. Inability to Support Global Expansion

1. Unscalable Billing Infrastructure

Most subscription billing companies find themselves at a crossroads on whether to build their billing system or use one of the available solutions in the market. Building billing in-house may seem like a cost-effective option. However, in the long run; it is an inefficient solution for the following reasons:

Managing Growing Customers

As you scale, every additional subscriber, pricing change, supporting different payment methods, upgrade and downgrade requests, flexible billing, and prorations will exponentially add to the code complexity. At this point, running an in-house billing system will feel like running a second product within your core product, which brings us to the second reason.

Time Sensitivity

Any SaaS business on the road to scaling fast should be able to experiment with pricing, discount coupons, and trial management rapidly. However, with a substantial operational dependency on the company resources to maintain a homegrown billing system (still not as powerful as a third-party recurring billing solution), it might take months or more.


Beyond operations, there’s also the matter of security. With your billing system collecting sensitive payment and personal information, compliance to PCI-DSS to a broader regulation like the GDPR and accounting standards like ASC 606 is a must.

On these grounds, it is more viable to use existing recurring billing platforms than building your billing in-house. Billing solutions like Chargebee can streamline your recurring billing, plug the revenue leaks, and make subscription management a breeze with features like:

  •       customizable billing logic,
  •       automated proration handling,
  •       grandfathering,
  •       usage-based billing,
  •       consolidated invoicing, and more.

The same holds if you’re deciding to go for a payment gateway rather than a billing software for two main reasons:

A growing business will soon outgrow the modest billing capabilities of a gateway.

Another fundamental advantage that a billing software has over a gateway is that it is designed to be integrated with multiple payment gateways and payment methods, which helps in;

o   market expansion through multiple payment methods, and

o   minimizing the risk of high payment failures that come with being locked in with one payment gateway.

For more details on the product-level (and service-level) capabilities, you should look for in a recurring billing system, check out our guide on getting started with subscription billing software.

2. Loss of Revenue Due to Failed Payments

It’s one thing when your customers choose to stop paying, but it’s more painful to lose revenue due to churn when your customers didn’t intend to stop paying – and that’s involuntary churn. It could happen for various reasons, from insufficient funds to maxed-out credit cards to even connectivity issues.

About 20-40% of churn is usually from involuntary churn. But here’s the good news – almost all of it is avoidable. For instance, Whiteboard reduced involuntary churn and increased their MRR by 35%.

You can reduce churn through superior dunning management. Dunning is the process of retrying payment attempts and sending payment reminders to customers when a transaction gets declined.

Here are a few methods that you can use to avoid loss of revenue due to involuntary churn:

  •       Pre-dunning emails – send out an email to your customer reminding them that their card details are about to expire.
  •       Backup payment methods – set up backup payment methods for each customer to immediately fall back on when the first payment method fails.
  •       Create dunning personas – group your customers into dunning personas based on their ticket sizes, geo-location, and what kind of payment process you have in place for them (invoice-based payments vs. automated card and online wallet payments). Use these personas to tailor retry cycles.

Additionally, it’s more effective to see the payment failure life cycle as a whole and implement tactics that complement each other through every stage. So, here’s a list of 23 ways to reduce involuntary churn across six lifecycle stages of payment failure.

3. Growing Complexity of the Invoicing Process

If you’re spending weeks creating invoices and chasing payments, it’s high time you choose to automate the process efficiently.

Here are a few steps to ensure you improve your invoicing process:

Say No to Cookie-Cutter Invoices

Invoices are often ignored branding opportunities. Billing materials like invoices and even dunning emails are great places to implement customization. A robust tool should enable you to tailor your invoices to your brand and your customer – including the color scheme, address format, payment details, and more.

Ensure Transparency

Charge exactly when your customers should be charged and charge precisely for what your customers use. Make sure all the information is broken down into a clear, understandable format.

Consolidate Invoicing

When you have a customer with multiple subscriptions incurring multiple charges for the subscription, instead of sending one invoice every time such a change occurs, it is more efficient to send a consolidated invoice.

Here’s a sample of an invoice that consolidates charges for a customer:

Don’t Invoice for Every New Charge

The creation of subscription-related charges should be kept separate from the actual invoicing. For instance, you can add them to unbilled charges. This becomes useful for businesses allow customers to make changes to the subscriptions in the middle of the billing cycle, like;

  • upgrades or downgrades,
  • switching to a different plan,
  • attaching add-ons in the middle of the subscription term, and
  • adding a one-time charge or any other additions or changes to the subscription.

Invoice in Advance

Sometimes customers want to send an invoice before the actual subscription start or renewal date. Advance invoicing comes in handy to schedule your billing to budget for on-time shipping or accommodate a sudden hike in demand for a non-renewing subscription.

Send Out Reminders

Finally, remind your customers a particular number of days before the invoice is due.

4. Insufficient Operational Rigour

Like the importance of having the right weapons at war, the right metrics for business make all the difference. In SaaS, there exists an armory of shiny metrics. Some of the most critical SaaS metrics include MRR, Churn, Recurring Profit Margins (ARR, less the number of canceled subscriptions and the non-growth spend), and Growth Efficiency (the amount it costs to get $1 annual contract value).

Beyond looking at these metrics individually, a combination of various metrics can give you way more actionable insights to be able to answer critical questions like:

  •       Are you making more money than you’re losing?
  •       Which feature is attracting the most revenue?
  •       Is your free plan attracting the right customers?
  •       How long should your trial period be?
  •       How are your new pricing plan changes impacting your business?
  •       Is your customer churn a sales problem or a value problem?

Answering these questions is not easy. You need reports and dashboards that give you actionable insights on what worked and what didn’t.

And for this, you need an analytics tool that gives you a 360° view of your business growth on one dashboard and lets you go deeper into analyzing your metrics to identify your best revenue maximization opportunities.

Diagnose your recurring revenue issues in an instant. Nail down on what’s affecting your revenue now by identifying possible conditions, problems, and resolutions in your subscription flow with RevenueMD by answering a few basic questions.

5. Increasing Difficulty in Recognizing Revenue

Revenue recognition might be simple when you’re starting as a fledgling company. But as you grow, reconciliation and recognition will become complex in terms of time and resources spent.

Here are two key points to note:

  •       Full-scale automation is a necessity for large-scale reconciliation.
  •       Similarly, to efficiently recognize revenue – even without including other complex factors like proration – you need the help of built-in reports.

Hence, it is critical for your SaaS subscription management platform to scale with your business – automate reconciliation and have built-in reports to recognize revenue.

For instance, Chargebee-Xero integration simplifies your accounting process by automatically syncing invoices and related details to the Xero account. It reduces the manual effort spent exporting invoices from Chargebee, importing them into Xero, and increasing data accuracy.

On this note, let’s discuss the next common recurring billing challenge.

6. Lack of Third-Party Integrations

Traditionally, billing might have been a siloed process, only restricted to the finance vertical. But in reality, billing spans different business functions like sales, reporting and analytics, marketing, and customer support. Each of these verticals communicates with each other and needs subscription information to perform their roles. For instance, the sales team needs to pull up subscriber information instantly to issue discounts or coupons. Or, the customer support team needs the same information to address a specific customer’s request. In such a case, you need complete billing system software as a single source of truth to streamline your entire subscription billing process across all business functions. And a proven and efficient way of doing that is through integrations.

To give you an example, Chargebee Integrations covers various business functions like finance, e-commerce, reporting and analytics, marketing, collaboration, sales, and customer support, with close to 40 integrations.

7. Inability to Support Global Expansion

Supporting multiple payment methods, currencies, and various tax rules is the holy grail of any recurring billing system worth its salt. Why?

To penetrate global markets successfully, you need to overcome the challenges that come with international transactions.

When you are foraying into new markets overseas, you also need to meet local tax requirements and compliance with accounting standards. Apart from having your billing architecture take care of localization (multi-currency pricing), support global payment methods and gateways, automating tax computations are vital.

If your payment system isn’t flexible, it will deter you from what’s most important to you – which is growing your business. You need a tech stack that can help you experiment rapidly with pricing.

Best Practices for SaaS Billing

In going through how to overcome the common recurring billing challenges, we have gone through many efficient courses of action. However, to recap, here’s a snapshot of the best practices for SaaS billing:

Increase Reliability with Billing Automation 

Reduce your response time – remove developer dependencies, handle complex recurring billing scenarios, eliminate manual errors, and accommodate unique buying cycles – with the help of automation for streamlined billing.

Enhance Visibility with Analytics

Take decisive actions with comprehensive subscription analytics – find blind spots (revenue leakages) like churn and hidden gold mines (revenue opportunities) like upsell and cross-sell avenues.

Proactively Reduce Churn 

Reduce churn with a robust subscription management platform that can significantly improve your processes for better customer experience, leading to better retention.

Drive Efficiency with Revenue Operations 

Achieve strategic alignment throughout your revenue-driving functions – marketing, sales, operations, finance, and customer success – across the entire customer lifecycle to drive uninhibited growth.

For detailed information on enabling hyper-growth with revenue operations, visit our Guide to Revenue Operations for a High-Growth SaaS.

In Conclusion

We can see that recurring billing isn’t a straightforward process. Billing errors can and do happen. However, these billing mistakes can be avoidable, and they can be resolved.

Go beyond billing with a provider who has your growth in mind. A robust billing system can help you improve customer retention by providing a stellar billing experience and increasing ARPU through upsell add-ons or promotions using coupons. It can also help you stay on top of your sales cycle by having metrics at your fingertips, and a lot more.


Perform Practice Solutions can help you to optimize your day-to-day operations. Make the commitment to improve your clinic’s performance for real this quarter – and not look back. Visit our Facebook page or give us a call at (833) 764-0178 to see how we can help elevate your physical therapy practice! Join our Perform Practice Solutions Facebook Community.

What Should Your Business Still Be Doing Manually, Anyway?

When it comes to business processes, many companies try to automate as much as possible to help save time and streamline operations. From accounting software to social media tools, there are countless ways to automate small and large tasks alike. But, automation isn’t for everything—contrary to what many business owners believe. In fact, there are some things in business that you’re better off doing by hand … and I’m here to give you the rundown on what they are.

4 Tasks Your Business Should Be Doing Manually

Approximately two-thirds of businesses have fully automated at least one function in their company. And as technology evolves more each year, this number continues to grow. But, this doesn’t mean you should necessarily push manual tasks to the side and automate absolutely everything in sight. There are some tasks that should (and frankly, need) to be done by hand. Without further ado, here are four things your business should not be automating.

1. Responding To Customer Reviews

Customer reviews can make or break your business. They are what your potential customers see and read before deciding whether or not to go with your business or a competitor. Not to mention, they can be a great marketing tool.

With customer reviews being an oh-so-important part of your business, it goes without saying that it’s crucial to respond to reviews. But, something you should 100% absolutely never automate is your responses to reviews. You hear me? Never.

When responding to customer reviews, the last thing you want to do is sound like a robot and say the same thing to every customer that leaves a review. After all, they took the time out of their busy day to give you (hopefully good!) feedback.

All responses should be genuine and personalized. When responding, don’t forget to show your gratitude for the feedback. If it’s a negative review, investigate the situation, be empathetic, and provide a solution.

2. Providing Customer Support

Picture this: You call a support line to get some answers to questions you have. There are so many department options that you don’t know which one to select. And once you finally choose an option, you’re led down a pipeline of other options and struggle to get a hold of a real live person. Sound familiar? If so, you’re definitely not alone. This is the reality for many customers trying to get support.

When it comes to providing customer service, steer clear of automating. Attempting to automate certain customer support options, like phone calls and online chats with robots and canned responses, makes it extremely frustrating for customers. And what can said frustration lead to? That’s right—a lost customer for your business (and bad reviews you must attend to!).

Instead of automating aspects of customer service, pride yourself on your customer support and try to give the best experience possible. Give your customers numerous ways to get in touch with your team, like email, chat, or phone call. And, be sure that regardless of which customer support avenue your customers take, they can easily get in touch with a representative.

At my accounting software and payroll company, Patriot Software, we pride ourselves on our top-notch and quick customer service. And, our customers absolutely love us for it (based on the reviews we meticulously read through and respond to!). So, don’t be afraid to provide some good old-fashioned customer support.

3. Engaging On Social Media

Chances are, part of your marketing plan probably includes some form of social media. After all, it is 2021, and social media is all the rage. If you want to really give your business a boost on social media, you have to get your followers talking and engage with them. And, you probably guessed it: engaging with folks on social platforms is something you should not automate.

Keeping people engaged on social media is an absolute must if you want to help spread the word about your business. When you engage with customers on social media, your responses shouldn’t be bland and robot-like. Trust me, that’s not what customers want to see. And, those types of responses are not going to make people want to engage with your business.

Take advantage of social media to humanize your business and truly connect with customers. Let your business’s personality shine through in your social responses to give engagement a boost.

4. Thanking Customers

Your customers are the foundation of your business. Heck without them, you wouldn’t be in business. Because they do so much for your company, you should be thanking them, right? Right. And, you should be automating said thank yous? Wrong.

When it comes to showing your customers your appreciation, avoid automating as much as you possibly can. Handwriting and sending a simple thank you note or email can go a long way with customers. And yes, your customers notice (and appreciate) the small details.

Of course, if your business has really taken off and you have more customers you can count, handwriting thousands of thank yous may not be physically possible. But even as your business grows, you should still avoid automating this aspect by adding a touch of personalization to emails or selecting certain customers to send thank you notes to.

Whatever you wind up doing, make sure you’re showing your customers that you appreciate their business.

So … What Should You Be Automating?

Now that we’ve gone over what you shouldn’t be automating at your business, let’s review what type of tasks you should consider automating. Here are some things you may want to automate at some point:

  • Accounting tasks
  • Payroll tax filings
  • Emails
  • Social media posts (e.g., scheduling posts in advance)
  • Appointment and meeting scheduling
  • Sales

Again, automation is a great tool you can and should use in business. But, that doesn’t mean you should automate absolutely everything. Take time to consider the tasks that absolutely need automated and the ones you’re better off handling manually (aka 1 – 4 above).

Smart Marketing Can Give Small Businesses An Advantage In 2021

Is it time for a fresh start? Business owners need to focus on recovering. Improve the chances of the success of your practice by boosting your marketing strategy (or implementing one!). We can also help, as marketing can take your time and your patients need your full attention. Moreover, you need an expert team to focus on the many details and strategies to convey your niche areas of expertise, spread your message, and get your phone ringing. 

Businesses are diligently working to recoup last year’s lost earnings following the start of the pandemic. Holiday sales in the United States beat expectations in 2020, but were primarily made online, forcing many small businesses to cut hours and trim staff to stay afloat.

When business owners have to make budget cuts, the marketing budget is often considered as it can be erroneously viewed as a non-essential expense. Research reveals companies who invest in marketing during a recession bounce back faster than companies who opt to cut their ad spending. Small businesses can improve their chances of success by bolstering their online platform and wisely allocating their marketing budget into programs designed to generate results.

Give your business an advantage this year by fine-tuning your marketing strategy to include various methods of reaching customers. New mover marketing, a strong social media presence and community involvement are three ways you can help your brand navigate the current economy successfully.

Think of new ways to add customers.

Businesses who cut their marketing budgets during lean times run the risk of being overshadowed by the competition and preventing new customers from discovering their brand. The pandemic has resulted in people not exploring their local area as often as usual, which is why this is an opportune time to consider a new approach like direct mail and new mover marketing. These methods reach out to consumers without them having to leave their home and guide them to businesses like yours that are seeking customers.

Many people are fleeing their current neighborhoods and relocating to suburbs and small towns to provide stability during this difficult season. An analysis of data from the United States Postal Service revealed more than 15.9 million people moved last year. Targeting new residents will introduce people to your brand before they have a chance to build loyalties with your competitors.

Boost your online presence.

A report from Mastercard estimates online holiday sales increased 49% compared to 2019. This increase shows that shoppers are turning to the internet to price check, shop and read reviews of products and services. Your business should have a strong online presence in order to connect with customers digitally.

Fortunately, social media allows you to share information about your business by posting to your respective profile at no cost. Promoted posts and paid ads, however, do cost money. Social media advertising and promoted posts increased to 83% last year, according to a report from the Content Marketing Institute. Posting on social media can increase your company’s rank in search engines and provides a platform for sharing customer testimonials, website blog posts for customer tips and more.

Keep in mind that social media can become saturated with ads, creating over-stimulation for the customer which can result in the loss of an impression, click or sale. While having an online presence is undeniably important in this day and age, it’s critical to mix in alternate channels of marketing such as the others I’ve mentioned.

Support your local community.

While improving customer service and creating a customer loyalty program will help draw in new patrons, it’s smart for businesses to be active members in the community they serve. Joining the local chamber of commerce and participating in community events are two ways that can make an impact.

Supporting local non-profits is another way to give back to your community and increase brand awareness. In 2019, corporate giving increased to $21.09 billion — a 13.4% increase from 2018, according to Giving USA’s 2020 report.

Some businesses have found success by making community service part of their business model. Toms, a popular shoe brand, touts a one-for-one business model, where they donate a pair of shoes to people in need each time a customer makes a purchase.

While one-for-one giving may not be the right fit for your business, I’m proud to say that our business model supports local communities as well; every new mover who receives our welcome package is gifted one-time-use housewarming offers from our partnered local businesses. Really, it’s the community welcoming program and our clients are the neighborhood sponsors as they graciously give one free gift to new residents — no strings attached.

Another option is supporting a charity that mirrors your company’s goals.

When reviewing your 2021 marketing strategy, be sure to include low-cost, trackable options that raise brand awareness and generate results. Keeping your marketing budget robust will surely help your business succeed in 2021.

Reference: {https://www.forbes.com/sites/forbestechcouncil/2021/03/01/smart-marketing-can-give-small-businesses-an-advantage-in-2021/?sh=5bbd790134af}

We can help you to run your practice with more efficiency and prepare for your challenges. Perform Practice Solutions can help you to optimize your day-to-day operations. Improve your clinic’s performance now. Visit our Facebook page at www.facebook.com/PerformPracticeSolutions or give us a call at (833) 764-0178 to see how we can help elevate your physical therapy practice!

Let’s talk about your business challenges today.

Our fresh perspectives, experience, and specialized skill sets will get your practice where you want it, and with far less stress. (833) 764-0178


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Physical Therapy Marketing Solutions

Perform Practice Solutions helps physical therapy clinic owners nationwide adjust to the changing and challenging reality of PT ownership. With its innovative coaching platform, transparent physical therapy, and physical therapy marketing services, Perform Practice Solutions provides frustrated and hard-working owners an alternative way forward. It's not easy, but it is possible.