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TRANSCRIPT
This is Stuart Webb Business Success Mentor, Author, Podcast host, Speaker, CEO and Founder of the Complete Approach - with another 1 take video blog - all the mistakes stay in
Last time we spoke about the relationship between value and price - now I want to ask you to consider how you truly deliver value. I want to offer seven ways to deliver value in your relationships with customers.
Knock Customer Service Expectations Out of the Park
Go beyond expectations to provide fast and effective service. Wean your customer service reps off that canned script and empower them to solve customers’ problems. Consider adding social media or chat to your channels so customers can contact you in the ways they’re most comfortable. This is a great differentiator (link to differentiation)
Delight Them with Gifts
If you’ve ever received an unexpected token of appreciation from a company you do business with, you know the pleasure you experienced. Don’t you want that for your customers? The item doesn’t have to be expensive; it could be anything from a handwritten birthday card to a box of cookies at Christmas. Even an anniversary discount email can work as I discussed in the customer contact plan (link to customer contact plan)
Put Your Client First
Should this be first - arguably….Whether or not “the customer is always right,” the customer always comes first. That means prioritizing customer service and working to offer the smoothest, easiest, most engaging sales experience possible. It also means constantly thinking about how you can improve the customer’s experience. Increased customer service staff, more sales, better deals, offers that answer customer demands – whatever you do, make sure it’s to benefit your customers first and foremost.
Ask what they want - and commit to delivering it
What better way to find out how you can effectively market to existing customers than to ask what they want? Send out a survey asking what features they’d like added to your products, or what they would improve about your company if they could. You’ll get valuable feedback you can use to improve your brand.
Be Adaptable
Even companies that claim to offer “old-fashioned values” know the value of doing so with a newfangled approach. The technology and techniques we use to connect and do business change by the year. Be adaptable, and be ready to change your tools and approach so as to stay current and keep offering superior value to your customers.
Be Personal
It’s easy to just lump a company into…well, a company. But your company is made up of lots of interesting people. Customers are people, not companies. Make sure all your messaging, from social media updates to emails, is personal. It’s perfectly acceptable for Sally in customer service to talk about her shared interest in Hunger Games with a customer. When Sally relates to the customer on a personal level, she leaves a far more positive impression of your business.
Help Your Customers Succeed
This is especially valid in the B2B world, where sometimes customers come to us for one product but don’t realize what else you offer, and this is a key aspect to maximising the relationship you have with a customer When you have conversations with customers about their big-picture needs, you often find other ways you can help them. If you can’t help directly, you can bet they’ll appreciate a recommendation to someone who can.
Perceived value goes far beyond just price. People are willing to pay more for your products or services when they see they get more benefits and superior customer service from you.
OK that’s it for today. If this is helpful please comment and why not get a review of the ways you are building relationships and delivering value with our Scientific Marketing Review by clicking on the link at https://link.thecompleteapproach.co.uk/smm
Why not let us know about what you would like to hear more about in future v/blogs - write to me at stuart.webb@thecompleteapproach.co.uk
And please like and subscribe to our short videos and share this with your friends and colleagues.
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