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Focus on customer-centric value alignment. Solve their problems, not just sell features.
Despite all the emphasis on speed in customer service, it’s not the salient factor in sales for attracting and keeping customers happy.
The power of emotion is most important. So, the key is to understand emotions of customers whether it be B2C or B2B.
That’s right. Understanding consumer emotions is the catalyst for an exemplary customer experience for higher revenue. Solve their problems. Lead with insights. Educate them before you make your pitch.
Concentrate your efforts to earn repeat business from customer loyalty. Keeping acustomers happy is a lot easier and more economical than having to spend time and money trying to replace them.
Then you’ll be in a stronger position to attract new customers via enhanced centers of influence. (Centers of influence are people who influence others to buy from you social media and word-of-mouth). So you’ll be able to build community spaces by connecting you with your customers and their peers.
Attract new customers via enhanced centers of influence. (Centers of influence are people who influence others to buy from you social media and word-of-mouth).
Too many companies rely solely on slashing prices and promotional gimmicks instead of effective branding and providing value to connect on an emotional level.
Customers want to be treated well and they want problems with your company solved quickly. So immediately deliver value. Provide proactive service. Fix customer issues before they trun into complaints.
Four guiding principles of sales:
- Show respect
- Keep it simple
- Provide solutions
- Take responsibility
Your business strategy will result in success if you meet and exceed customer expectations.
Customers are frustrated when they encounter abrupt, unhelpful behavior. Customers hate hearing the words “no” or “but.” Their eyes glaze over in their responses to the phrases “Our policy is…” and “I don’t know.”
Their eyes glaze over in their responses to the phrases “Our policy is…” and “I don’t know.”
This highlights the importance of focusing on emotional intelligence in human resources training for your employees. Educate them on how to understand human nature to recognize customer emotions and respond in an effective and professional manner.
Most new customers won’t take the time and effort to inform you personally of their discontent, and they merely shop at a competitor after just one bad experience.
Formerly loyal, repeat customers will give up any thought of doing business with you again after five unfortunate experiences. They’ll buy elsewhere 70 percent of the time because they feel taken for granted.
In fact, if customers are unhappy, they’ll go on a crusade – they’ll complain to a minimum of 10 people at every turn and will post negative reviews online.
If customers are unhappy, they’ll go on a crusade – they’ll complain to a minimum of 10 people at every turn and will post negative reviews online.
To avert problems, seek continuous feedback. Take the pulse of your customers on how they feel about you, and your products and services. Act on data.
For existing customers reward brand loyalty. Offer them exclusive insider perks. For prospects, reduce initial friction, such as in offering risk-free trials.
So as you succeed with customers, drive organic referrals. Turn your buyers into advocates.
When the time is right, upsell naturally. Look for multiple sales opportunities and suggest relevant upgrades.
Conclusion
Remember the four guiding principles of sales. Take the pulse of your customers and turn them into advocates. Always remember that even if you must tell customers what they don’t want to hear, there are positive ways to do it.
Customers want to feel appreciated. They’ll go elsewhere 70 percent of the time because they feel taken for granted.
From the Coach’s Corner, additional tips:
The 7 Steps to Higher Sales — Secrets for sales success – seven steps to higher sales, five value perceptions that motivate customers to buy, and the three-step process for overcoming sales objections.
Want More Business? Build Trust with Consumers…Here’s How— With consumers trying to cope with information overload – you will increase sales with long-term customer loyalty – if you build trust by using best practices. It may be an obvious approach, but it’s confirmed by a 2012 study that shows 84 percent of the respondents declared trust must be warranted before they buy.
Your Supply Chain Can Meet the Expected Standards of Customers, If…— A company that fails to meet customer expectations on store inventory and delivery has problems in supply chain management. Such a company minimizes its profits. Worse, it’s a red flag about competitiveness and long-term sustainability.
Profits: Size Doesn’t Matter but Image, Professionalism Count — Appearances and professionalism can make your small business seem huge. If you look as though you’re substantial and that you can handle anything thrown your way – your odds for success improve dramatically.
The reason a dog has so many friends is that he wags his tail instead of his tongue.
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