HOW TO USE SOFTWARE TOOLS FOR CUSTOMER COMMUNICATION

Tips on how to use software tools for customer communication with Ian Reynolds

Customers expect you to be able to respond to them, very, very, quickly, as quickly as possible.
Try to encourage real conversations. We put our phone number right up on top of our website because we want people to call us. We always want to try to get to as close to in-person as possible.
Give people multiple avenues to communicate, as opposed to pigeonholing them into one or few limited software mechanisms for communicating, especially when there's a problem.
You have this confluence of multiple tools, that are being consolidated down into insanely powerful business applications.

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HOW TO USE SOFTWARE TOOLS FOR CUSTOMER COMMUNICATION

Give people multiple avenues to communicate especially when there's a problem.

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Doug: Welcome back, listeners, to another episode of Real Marketing Real Fast. Today in the studio, I've got joining me, Ian Reynolds. Now, Ian is a Partner and Chief Solutions Architect at a company called Zibtek. It's a software development firm, focused on helping businesses of all sizes in the US to solve their core problems with the software. They empower entrepreneurs, growth companies, enterprises, and visionary firms to have greater profitability, efficiency, valuation, and ultimate success by building the right tools through custom software. 

Ian has spent the better part of his career consulting, as he's served in a diverse number of industries, such as finance, oil and gas, retail power, field services, midstream energy, healthcare, pharmaceuticals, transactional financing, mergers and acquisitions, restructuring, eCommerce, retail, and software development. 

I really had a great conversation with Ian, as we talked about automation, and how he sees automation, sales and marketing automation especially, coming together for entrepreneurs and small businesses, and how to leverage that. And, the key deciding factors that are going to affect our businesses in the future, in terms of speed, and that speed of response to our potential customers, and also how Google is looking at speed. With that being said, I'd like Ian to dive into that a little deeper, so I'd like you to help me welcome Ian to the Real Marketing Real Fast podcast today. 

Well hey, Ian, welcome to the Real Marketing Real Fast podcast today. 

Ian Reynolds: It's good to be here, thanks for having me. 

Doug: I'm super excited because you have, at least in my experience, a really unique background. You've got one foot ... Actually, I can't say you have three feet, but you have one foot firmly planted in the tech development side, and the other foot planted in marketing, as well as being an owner. 

Do you want to give just a little background on how you ended up in that role of owner, tech, and marketing? 

Ian Reynolds: Yeah. I wasn't exactly aiming for all of those positions at once, but yeah sure, I can give you a quick background. 

Two years ago, I acquired 50% of Zibtek, which is a software development firm, we've been established for 10 years. We, as a business, had grown ourselves out of being a startup. Some 15 odd years ago, we grew a company, sold it, and exited to a Fortune 500. Or, I guess now a Fortune 500. The company wanted to keep the band together. 

The company has grown very steadily, historically out of that raw, engineering context, and really needed to mature into positioning ourselves in the marketplace, positioning our knowledge in the marketplace, rather than just referrals,