Archive for the ‘Customer Experience’ Category
Are Your Really Bringing Value to Your Customers?
September 1st, 2010 | 
Author: I am often asked how do you define value to your customers and I often come back to the same answer.
Show them the true economic value you are bringing to the table… show them the numbers or with my best Tom Cruise impression, “Show them the money”.
What is the definition of Value? Read the rest of this entry »
Posted in Customer Experience, Customer Value | 
Tags: Customer Value, pricing, value | 
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Three Ways to Retain Your Customers
In a challenging economy, holding on to your current customers is the #1 business growth strategy you can use. It is a proven fact
that it cost more to convert new customers than it is to retain your current customers so use these three tips to hold on to your piece of the customer pie.
Remember Your Manners
Remember those words of wisdom your Mother gave you – use your manners and treat others with respect. We must go back to the basics of serving our customers and take the actions that make a difference. The simple actions – a patient ear, a please, a thank you, a quick update on status (even if you don’t’ have update to give – the fact you are reaching out to let them know you are working on their problem goes a long way) and a smile that can be heard over the phone are all simple things that we can do each and every day to stand apart from our competition. Read the rest of this entry »
Get New Customers by Giving it Away
In today’s day and age, obtaining a customer’s trust is one of the biggest acquisitions any business can hope to obtain but we often let our marketing fluff get in the way of making a true connection that leads to a purchase since most of our customers are bombarded with marketing messages every day, our message is often lost in the sea of ‘branding”. But, have no fear…. There is a tried and true method out there for really making a connection…. It is called sampling.
Let your customers try before they buy. It is one of the most successful marketing methods out there so don’t just give your customers a list of benefits, features and fluff, let them try out your product or service for themselves. This act of faith builds credibility and more importantly, builds trust and we all know that trust leads to a loyal customer for years to come. According to a recent study by the Opinion Research Corp, 81% of the people purchased the product after being given a sample first. So what if you could increase your business by simply giving away a taste? Would that have a direct impact on your business?
So when you think about your own business is there a way you can let your customer experience your service or your product first? At Baskin Robbins Ice Cream Shops across the country, you are handed a tiny pink spoon so you can try any flavor before actually purchasing it. Not only does this gesture remove the fear of making the wrong selection ( i.e. buyers remorse), it creates an experience that the customer remembers and the business can leverage into its marketing to attract more customers.
Want to increase your conversion rates? Give your products and services away. Go back to basics and allow customers to sample before they buy. Rediscovering this tried and true marketing strategy will be one of the fastest ways you will bring new customers into your business so here are some tips so you are successful:
- Target the right customer for the best impact.
- Limit the program to one sample per customer.
- Market your free giveaway for optimal results.
- Measure your results and adjust where necessary.
So look at your own business and find ways to create your own “pink spoon” philosophy. It could be a free sample of a product you offer, the first chapter of your new book or a free coaching session. No matter what business you are in, build trust with your customers by giving them a try before they buy!
5 Important Things to Ask Your Customers
Too often the difference between your business moving at the speed of molasses versus the speed of light is failing to ask your customers certain questions that will make a big difference in your business. Here are 5 important things all business owners should ask their customers.
1. Ask for the Business
The number one mistake most business owners make is not asking for the business. It is not enough to educate, inform and entertain your prospect. You must set out with a clear goal in mind and the determination to get to that goal. When your meeting is over, be sure to ask for the business.
2. Ask for Testimonials
A great way to attract more prospects to your business is through testimonials but many business owners fail to ask their current customers for a testimonial. When you are working with your customer invite them to provide you a written or video testimonial for you to use to attract others.
3. Ask for Referrals
Another way to grow your business is to ask for referrals. Chances are each of your customers know somebody who may need your services so why not ask them who you may be able to serve. Just remember to always follow up with a thank you gift for giving you the referral.
4. Ask for Feedback
Don’t be afraid to ask for feedback. How can you improve your services unless you ask your customers for their feedback. The information you receive back will be invaluable to helping you strategize for the future and correcting any issues.
5. Ask How Else You Can Serve
Customer acquisition can be a large expense so find ways to keep your customers for life. Ask them what other needs or challenges do they have and find solutions to serve those needs. Too many fail to continue on their relationships simply because they are unaware of other opportunities so make it a habit to ask your customers how you can help.
Growing you business is simpler when you know how to ask your customers the right questions. They will become your best sales force and happy to promote you to others if you are truly bringing them value. Asking doesn’t have to be complicated or scary and should be built into your normal day to day business practices. Make it a habit of asking these 5 important questions to your customers periodically and watch your business soar.
©Kellie D’Andrea & Associates
Want to use this article in your newsletter or web site?
You can, just include this complete blurb with it: Kellie D’Andrea is the creator of BLAST Marketing System and publisher of the “The Marketing Edge” a FREE ezine for small business owners who want to gain the competitive edge. She also teaches a FREE virtual Marketing Class every Monday to teach business owners how to attract and retain more customers. Sign up here. http://kelliedandrea.com/blog/marketing-mondays/
Selling from the Heart and not the Head
As business owners, we get into business with the best of intentions and a passion for what we want to do to earn a living and then we are faced with the reality that we must have sales in order to ring our registers and put food on our tables. And that requires us to sell. Ugg! That ugly word, selling. Read the rest of this entry »
Kellie D'Andrea is CEO of Kellie D'Andrea & Associates, LLC., a company devoted to empowering motivated entrepreneurs to reach their goals and to build a business that yields results by providing them the tools for success.
