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1 GET MORE CUSTOMERS WITH LEAD CONVERSION SOFTWARE reachlocal.com ReachLocal, Inc. All Rights Reserved. REACHLOCAL is a registered trademark.

2 Table of Contents Introduction... 3 Build Your Contact List... 4 Track the Marketing Source... 6 Respond to Calls & s ASAP... 8 Nurture Long-Term Leads Lead Nurturing Examples Conclusion Best Practices Checklist Subscribe to our blog 2

3 Introduction Attracting consumers to your website is just one step in a successful online marketing plan. That s because you don t just want visitors to find your website. You want them to contact you to learn more about your business, products, and services so you can identify new leads and then turn them into customers. It s at this moment in the consumer buying journey that website visitors move closer to making a purchase. But, how well do you handle your leads when they ve decided to contact you via , a contact form, or a phone call? Do you use lead conversion tools and best practices that can help you turn those leads into customers? By effectively managing and nurturing your leads at this stage in the consumer buying journey, you can turn more leads into customers. In fact, businesses that nurture new leads see up to 45 percent more lead generation ROI than businesses who do not use lead nurturing. 1 Converting your leads doesn t need to be a complicated process. ReachEdge lead conversion software helps you convert more leads into customers. It automatically captures prospects when they visit your website, alerts you of every new contact, builds your contact list, and helps you follow up, so you lose fewer leads and gain more customers. Take a look at some of today s top lead conversion best practices and see how ReachEdge can help you automate them. Source: 1. Marketing Sherpa Subscribe to our blog 3

4 Build Your Contact List One of the smartest things you can do when a new lead contacts you (via , contact form, or phone call) is to add their information to a contact list. This includes details like their name, phone number, address, product interest, and whether they re an active or long-term lead. This list gives you a way to reach back out to your contacts with specific information about the product or service they re interested in. It also enables you to reach them at a later date with helpful tips, offers and specials, announcements, and more. Today, some businesses build their contact list manually whenever a new prospect contacts them. How are you building your list? How Different Options Stack Up Rolodex Familiar format for many office managers Paper-based and not scalable Time-consuming system Hard to keep fresh and updated John Smith (555) Subscribe to our blog 4

5 Spreadsheet Digital format allows info sharing Data is only as accurate and thorough as you make it Lacks alerts and automation capabilities Difficult to scale ReachEdge Captures and tracks each new contact from your website or ReachSite Sends you mobile alerts when a new lead comes in Automatically adds new contacts to your list, saving you time Records phone calls from all sources that you can immediately play back and review Allows you to classify new contacts as leads via the web or mobile app Accessible 24/7 via mobile app Building your contact list ensures you re gathering all the information you need about the people who contact your business and keeping track of whether they are qualified leads for your business. It also helps you stay organized, so that when the time comes to follow up with your leads, you have all of the information you need at your fingertips. ReachEdge builds your contact list for you so you have time to focus on running your business. And by alerting you whenever a consumer contacts you by phone, , or web form, ReachEdge helps ensure you never miss a potential sales opportunity. Plus, since it offers an integrated system, it helps you to seamlessly manage the entire process. Subscribe to our blog 5

6 Track the Marketing Source Whenever a new prospect contacts you, an important step is to record the advertising and marketing source (such as online ads, direct mail, billboards, radio, T.V. ads, etc.) that directed them to you. In order to know how consumers are learning about your business, you can use tactics like call tracking, call recording, and website URL tracking. Monitoring and analyzing the contacts you get from social media pages is also important. How are you tracking the marketing sources of your contacts? Pros & Cons of Common Methods Asking for Source Directly Conversational approach builds rapport with leads Can leverage phone calls, website forms, and onboarding documents Manual process often results in poor, inconsistent data Employees often forget to ask for lead source Prospects can be influenced by multiple sources, which makes tracking specific sources difficult Subscribe to our blog 6

7 Call Tracking Technology Places a unique tracking phone number in each marketing source Gives you the ability to see where your calls are coming from Helps you track offline advertising such as direct mail, billboards, radio, and T.V. LOCAL BIZ LOCAL BIZ LOCAL BIZ Unique Tracking Links (UTMs) Can be assigned to any particular marketing initiative or ad campaign that uses links Give you the ability to analyze which specific campaigns are driving traffic to your website Do not provide information about the contact ReachEdge Lead Conversion Software Tracks leads automatically from a variety of sources, such as direct site traffic, online directories, search ads, social media, organic search, and other sources Reports on site traffic and conversions like calls, s, and completed forms by marketing source Provides insight into where your leads are coming from, lead-to-customer conversion rates, and potential revenue from all new customers Gives full visibility into the entire customer journey by tracking which contacts become leads and convert into customers By tracking the results of advertising and marketing sources that you re spending money on to generate leads, ReachEdge helps you know which tactics are working most effectively. Having an accurate picture of your marketing results enables you to allocate your budget to the sources that work best, so you can get the most leads and customers for your marketing dollars. Subscribe to our blog 7

8 Respond to Calls & s ASAP Consumers may call you to ask about products or services, to get a price quote, or better yet, to book an appointment. But when you aren t able to answer these calls, they may go to a voic system or answering service that doesn t immediately provide the information your prospects are looking for. While answering every phone call promptly is the ideal scenario for any business, there might be times when you can t always answer the phone. Other times, consumers may send an or fill out a form on your website. Don t leave those contacts hanging; the sooner you respond, the better. How are you responding to calls and s? How Does Your Process Stack Up? Respond Quickly Check voice messages and call leads back as soon as possible, because consumers often choose the company who responds back to them first. Follow up with leads within the first hour they ve contacted you. If you don t, you are 10x less likely to even get back to them. 2 5 Minutes Source: 2. LeadResponseManagement.org Subscribe to our blog 8

9 Send s Right Away Promptly send follow-up s to your leads acknowledging you ve received their information Share calls to action or next steps Set a daily reminder if this is a manual task Thank You For Contacting Us! A WINDOW CO Hello Sam, We know you have many businesses to choose from when it comes to window installation, so thank you for contacting us at A Window Company. One of our reps contact you within the hour to discuss your needs and to provide you with a free quote. Best regards, A. Smith, Manager, A Window Co. (555) asmith@awindowco.com Free Quote REDEEM OFFER Follow us on Facebook for more great offers and updates! Use Lead Conversion Software to Automate Follow Up Receive notifications of missed calls in real time so you can call them back Get and text reminders to follow up with your hot leads via phone or Send automated reply s to prospects who contact you via or form Customize pre-written s with specific marketing messages and define a pace for sending nurturing s to leads who aren t ready to buy Save time and effort by automating follow up with your leads Voted #1 by Dallas Consumer Magazine readers! A WINDOW CO Hello Sam, Thank you for you recently contacting A Window Company for a price quote. One of our window representatives will be contacting you within the hour to schedule your in-home consultation. When it comes to windows, we know you have many companies to choose from. But did you know that A Window Company was rated the #1 window supplier and installer by readers of Dallas Consumer Magazine for the past four years? Our successful track record in getting the job done right for thousands of Dallas-area homeowners since 1952 is just one reason to choose A Window Company. We look forward to scheduling your in-home consultation and providing you with all of your window needs. Best regards, A. Smith, Manager, A Window Co. (555) asmith@awindowco.com SCHEDULE NOW Follow us on Facebook for more great offers and updates! The sooner and more frequently you respond to your contacts, the better chance you have of converting leads into customers. ReachEdge s automated reminders and lead nurturing s help you more efficiently and effectively follow up with your leads, keeping you top of mind and convincing them to follow through with a purchase. Subscribe to our blog 9

10 Nurture Long-Term Leads Once you ve classified new leads based on their interest and stage in the consumer buying journey, it s important to continually follow up with those who haven t yet made a purchase. This is especially true in industries with longer lead times, such as home remodelers or car dealers. This is the juncture to start sending compelling s with content like customer testimonials, before and after pictures of your work, and special offers and promotions that encourage your leads to buy. Regularly nurturing your leads with these messages can be challenging. You can simplify the process by using a system that helps automate the process for you. Designed to help drive customer conversions, ReachEdge lead conversion software sends follow-up s to your leads based on the content and schedule that you determine in the system. By leveraging this technology to nurture your leads, you can stay top of mind with ease and convince them to follow through with a purchase. So, what kinds of messages should you use in your lead nurturing? Include messages that provide valuable information to your leads about the types of products and services you offer as well as those that build confidence with your leads by showcasing customer results. Don t be aggressive or overly sales-y in lead nurturing s, but focus on providing content that will educate, inform, and help your leads. Subscribe to our blog 10

11 2 Types of Lead Nurturing Messages Value-Added s Provide valuable content such as tips, how-tos, and education that builds confidence in your expertise Contain information about your products and services that is relevant to your prospects wants and needs Can promote special offers and promotions to entice consumers to buy Thank You For Contacting Us! A YOGA STUDIO Dear Anne, Are you like so many Americans who ve heard about the amazing health benefits of yoga but think it s too difficult? The wonderful thing about yoga is that there are many levels of practice, including gentle yoga for beginners. You don t have to be either an athlete or highly flexible to do gentle yoga! Click the link for a quick 2-minute video of our yoga instructor, Lisa, as she demonstrates some common gentle WATCH NOW yoga poses that she teaches in her popular class for beginners. You ll see that gentle yoga is a great place to start your yoga practice. Follow us To your health and happiness!, on Facebook for more Jane Dowe, Owner, A Yoga Studio great offers and (555) janedowe@ayogastudio.com updates! Thank You For Contacting Us! Customer Testimonial s Build trust and rapport with prospects by showcasing the confidence of your existing customers Can include reviews, before-and-after photos of client projects, testimonials, case studies, etc. Illustrate how your products or services have solved a problem or customer pain point Thank You For Contacting Us! GOLDEN KITCHEN REMODELING Hello Sam, You re sure to have an image in mind of what your dream kitchen could look like, and we want you to know that we can make that dream come true! For over 10 years, we ve helped homeowners like you turn their ideas into reality! In fact, you can visit our website gallery of before-and-after photos of real kitchens we ve remodeled for actual clients! See the difference Golden Kitchen Remodeling can VIEW BEFORE AND AFTER PHOTOS make in your home. Sincerely, Lance Stevens Follow us on Facebook offers Golden Kitchen Remodeling and tips! (555) l stevens@goldenkitchens.com See The Dream Kitchens We ve Made Reality! Leads who take several days or weeks or even months to make a purchase decision require consistent follow up from you. With automated lead nurturing s, your leads receive the attention and information they need to help them choose your business. ReachEdge makes lead conversion easy and convenient and gives you more time to do what you do best run your business! Next, we ve got a handy set of examples so you can see what great small business lead nurturing s look like. Subscribe to our blog 11

12 Lead Nurturing Examples Whether you re following up with your leads for the first time or nurturing them over the course of your sales cycle, s are an effective way to build rapport and to stay top of mind with your leads. Here are several type of s every lead nurturing program should have, as well as some examples of each, to help you get started. Immediate Response s Thank You Example About Us Example Value-Added s Educational Example Special Offer/Promotion Example Customer Testimonial s Results Example Customer Reviews Example Subscribe to our blog 12

13 IMMEDIATE RESPONSE S Immediate response s are those you send right after a lead contacts you from your website. These automated s can contain messages about your business, services, or products, but they mainly serve to let prospects know that you received their message and are ready to listen and help them in their purchasing decision. The following are examples of immediate response s that ReachEdge clients have used in automated follow up. THANK YOU S One of the easiest types of immediate response s you can send is a simple thank you . It conveys that someone from your business will follow up with your lead within a specific time frame in order to discuss their interests or needs, schedule an appointment or provide an estimate. Thank You For Contacting Us! A WINDOW CO Hello Sam, We know you have many businesses to choose from when it comes to window installation, so thank you for contacting us at A Window Company. One of our reps will contact you within the hour to discuss your needs and to provide you with a free quote. Best regards, A. Smith, Manager, A Window Co. (555) asmith@awindowco.com Free Quote REDEEM OFFER Follow us on Facebook for more great offers and updates! Subscribe to our blog 13

14 IMMEDIATE RESPONSE S ABOUT US S About us s provide a great opportunity to build trust in your business with your potential customers. For example, was your business started by a great-grandparent and passed down throughout generations? Do you have award-winning service or special certificates that your competitors don t? Think about your company s strengths or unique aspects and then share this information with your prospects. You ll begin to build value and trust with prospects as you differentiate your business from your competitors, so a prospect is more likely to choose your business when they are ready to buy. Voted #1 by Dallas Consumer Magazine Readers! A WINDOW CO Hello Sam, Thank you for you recently contacting A Window Company for a price quote. One of our window representatives will be contacting you within the hour to schedule your in-home consultation. When it comes to windows, we know you have many companies to choose from. But did you know that A Window Company was rated the #1 window supplier and installer by readers of Dallas Consumer Magazine for the past four years? Our successful track record in getting the job done right for thousands of Dallas-area homeowners since 1952 is just one reason to choose A Window Company. We look forward to scheduling your in-home consultation and providing you with all of your window needs. Best regards, A. Smith, Manager, A Window Co. (555) asmith@awindowco.com SCHEDULE NOW Follow us on Facebook for more great offers and updates! Subscribe to our blog 14

15 VALUE-ADDED S As you begin to nurture your leads across the sales cycle, providing them with useful content helps build your relationship with them. These s may feature educational tips, how-to guides, video demonstrations, discounts, coupons, and more. The goal is to give your leads a way to experience the value of your company first-hand so they can gain more confidence and trust in your business. Here are two small business examples: EDUCATIONAL S Educational s containing demonstration videos, industry articles, or how-to content help your leads to learn more about your business and industry while helping you to build trust with these leads. Providing leads with a way to learn more about your product or service is an excellent way to build trust with them. For example, if you already use videos as part of your marketing or on your website, make sure to feature them in your s with an image and a link to the video on your website or YouTube. These s shouldn t be overly promotional but instead focus on providing valuable information to your prospect. New video: See How Easy and Relaxing Yoga Really Is A YOGA STUDIO Dear Anne, Are you like so many Americans who ve heard about the amazing health benefits of yoga but think it s too difficult? The wonderful thing about yoga is that there are many levels of practice, including gentle yoga for beginners. You don t have to be either an athlete or highly flexible to do gentle yoga! Click the link for a quick 2-minute video of our yoga instructor, Lisa, as she demonstrates some common gentle yoga poses. You ll see that gentle yoga is a great place to start your yoga practice. To your health and happiness! Jane Dowe, Owner, A Yoga Studio (555) janedowe@ayogastudio.com WATCH NOW Follow us on Facebook for more great offers and updates! Subscribe to our blog 15

16 VALUE-ADDED S SPECIAL OFFER/PROMOTION S Today s consumers are savvy shoppers looking for the best deals before making a purchasing decision. By sending them s with special offers, like discounts or promotions, you can entice potential customers to contact or visit you right away to redeem the offer. Each should include messaging about what the offer includes and how to redeem it, as well as any expiration dates. Also, make sure to alert your staff of any offers so you re ready for a potential influx of customers. You should also get legal consultation on any offers you run. Make sure your offer terms exist on your website, link them in your , and be sure to note that terms and conditions apply. Sign Up & Redeem Offer A YOGA STUDIO Sam, Life can be stressful. But instead of taking your stress out on another bowl of mac and cheese (we ve all been there), join us on the mat instead! We make it easy with a free 7-day pass to any of our yoga classes! Simply download the attached 7-day guest pass and get full access to all of our classes for seven straight days. It s a great way to meet your instructors, try a class (or several!), and ask any questions you might have. You ll enjoy all the benefits of yoga for free. And we promise not to hassle you with a high-pressure sales pitch. That s because we re so confident you ll love our yoga classes, you ll want to be a member after seven days!* Redeem Offer Namaste, Jane Dowe, Owner, A Yoga Studio (555) janedowe@ayogastudio.com Free 7-Day Pass SIGN UP & REDEEM OFFER Follow us on Facebook for tips, inspiration, and special event info! *Terms & Conditions Apply Subscribe to our blog 16

17 CUSTOMER TESTIMONIAL S Let your current customers and your great work to do the talking for you with customer testimonial s. Compelling video testimonials, five-star reviews, and photos of client projects can be a wonderful source of information to include in s that demonstrate to your leads why they should choose to do business with you. Here are two examples of customer testimonial s you can create. RESULTS EXAMPLE S Your s can include links to your online portfolio or pages of before-and-after photos of client projects that demonstrate your expertise. By giving your leads concrete examples of your work, you can help them see the true quality you provide. Plus, showing your work demonstrates your skills and professionalism. And when you build confidence in your solution, you re increasing a lead s likelihood to buy from you. See Real Kitchen Makeovers From Our Happy Clients GOLDEN KITCHEN REMODELING Hello Sam, You re sure to have an image in mind of what your dream kitchen could look like, and we want you to know that we can make that dream come true! For over 10 years, we ve helped homeowners like you turn their ideas into reality! In fact, you can visit our website gallery of before-and-after photos of real kitchens we ve remodeled for actual clients! Visit goldenkitchens.com See the difference Golden Kitchen Remodeling can make in your home. Sincerely, Lance Stevens Golden Kitchen Remodeling (555) l stevens@goldenkitchens.com VIEW BEFORE AND AFTER PHOTOS Follow us on Facebook for offers and tips! See The Dream Kitchens We ve Made Reality! Subscribe to our blog 17

18 CUSTOMER TESTIMONIAL S CUSTOMER REVIEW S Four-star and five-star reviews from customers on review sites like Yelp and Google+ Local (or on the many other review sites on the web can provide great content to reference in s. Include a link to the review site so that your leads can read the positive comments given from past customers themselves. You can also include positive quotes from your happy customers. Plus, if customers have given you permission to use their review or testimonial on your website, you can include a link to your site within a customer review . Hear Why Our Customers Love Us GOLDEN KITCHEN REMODELING Dear Sam, There are many kitchen remodeling businesses you can choose from, so why not go with the one that consistently receives fourand five-star ratings on Yelp? Golden Kitchen Remodeling has received more than a dozen positive reviews on this site in the past year alone! One customer said this about Golden Kitchen Remodeling: Love my new kitchen from Golden Remodeling. Lance and his team were professional, prompt, and courteous throughout the entire process. The remodel was affordable, too. Would highly recommend them! Be sure to check out our Facebook page, too, to hear more from our happy customers! Kind regards, Lance Stevens Owner, Golden Kitchen Remodeling (555) l stevens@goldenkitchens.com See The Dream Kitchens We ve Made Reality! VIEW HEAR BEFORE FROM MORE AND HAPPY AFTER CUSTOMERS! PHOTOS Follow us on Facebook for offers and tips! Subscribe to our blog 18

19 Conclusion From building your contact list and tracking marketing sources to responding to leads and nurturing them throughout the sales cycle, lead management should be an integral part of your marketing strategy. That s because great lead management can help more leads become customers and more customers means more for your bottom line. Want to increase customer conversions and get clear insight into your marketing ROI? ReachEdge lead conversion software is designed to do just that. It captures more leads from your marketing, helps you convert those leads into customers, and tracks the source so you know what works all so you can make the most of your marketing. Call us at to learn how ReachEdge can help you get more customers from your marketing. Subscribe to our blog 19

20 Lead Management: Best Practices Checklist Build Your Contact List Ensure you collect all of the relevant information about your contacts: name, , address, and phone number so you can follow up with them. Also, note if they are a short- or longterm lead; by designating which type of lead they are, you can provide the appropriate type of follow-up. Track the Marketing Source Knowing where your leads are coming from, such as online ads, organic traffic, or social media, helps you to know how each source is working. This information provides insights regarding your budget and if you are focused on the most effective marketing channels for your business. Respond to Calls & s ASAP Consumers often choose the business that follows up first because it shows them the business is ready to help them with their needs. And by following up quickly with your leads, you can provide them with the helpful information they need in order to make a decision to do business with you. Nurture Long-Term Leads One of the best ways to turn leads into customers is to ensure they don t forget about you! By providing consistent, relevant, and helpful information to your leads via , you can continue to build your relationship with them. Then when the time comes for them to make a purchasing decision, you ll have a better chance of being the company they choose. Subscribe to our blog 20

21 ABOUT US At ReachLocal (NASDAQ:RLOC), our mission is help local businesses around the world get more customers. Our total digital marketing system helps local businesses get more leads, convert them into customers, and know their ROI. Through our global technology platform, a decade s worth of insights, and our team of experts, we help local businesses get more out of their marketing. reachlocal.com blog.reachlocal.com LIKE THIS EBOOK? There are many more ways to learn. facebook.com/reachlocal NEWSLETTER reachlocal.com/newsletter twitter.com/reachlocal youtube.com/reachlocal RESOURCE CENTER resource.reachlocal.com plus.google.com/+reachlocal reachlocal.com ReachLocal, Inc. All Rights Reserved. REACHLOCAL is a registered trademark. 21

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