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#78: Is Your Website Costing You Customers?
Marketing Made Simple
The Groundhog's Day Customer Service
The Spokane Housing Authority had a customer service nightmare that they were just reliving every single day. So what the first thing that we did is I said, who is your audience? And they said, well, this is our audience and this is their audience...and then stop talking to everybody else. The title of the section on the homepage says, current voucher holders and residents, I receive assistance and need help. There's probably 30 words in this section and there's two links. One link says, I live on a property managed by Spokane Housing Authority. I'm a current voucher holder. And then those two links send them to where they need to go.
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