In today’s business world there are 3 key things a speaker, or anyone operating a business, must have in place!
◊ “The List” of your clients/customers with a CRM system to manage it
◊ Social Media Strategy
◊ Automation of your entire business
These are so important, however we don’t see many people sharing about them, or if they are no one seems to be listening.
We are not fans of taking the “personal touch” out of our business relationships; but putting in place and maintaining these three things are the key to managing your time, resources, and meeting your goals.
Everyone shares all the time: “I don’t have enough time to do it all” Why is that? For most it means not having a simple plan in place to keep you focused on doing the “right” things, which doesn’t mean “all” things!
Just as “everyone” is not your client, you have to determine who you are, what you do, and with whom you want and need to do business with.
Once those key pieces are in place then you can get these three things up and running, so that you are free to be able to do what you do best!
John Wooden was so right when he said: “If you don’t have time to do it right, when will you have time to do it over? ”
Is now the time to get it right before you get any further along, and will have missed some great business opportunities?
How many times have you heard “we don’t have to make commitments to speak with our customers anymore, we just text, email, or send them a DM on their Twitter account!”
Really? Is that the best way a vibrant growing business, association, or non-profit communicates with their customers now? How many of our customers are still wanting to live in the “good old days” when you contacted a company you got a real person, or when you entered your favorite store someone greeted and asked to help you? I am seeing more and more complaints and it has nothing to do with the age or stage!
People are wanting that special touch, along with being in touch on all forms of Social Media too! How can we provide both? Here are some startling facts that we need to know in order to plan our business strategy and remember that “without a customer we don’t have a business!” Some of these might surprise you!
Did you know:
It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. White House Office of Consumer Affairs
For every customer who bothers to complain, 26 other customers remain silent.White House Office of Consumer Affairs
According to consumers, customer service agents failed to answer their questions 50% of the time. Harris Interactive
80% of Americans agree that smaller companies place a greater emphasis on customer service than large businesses. American Express
In the last year, 67% of customers have hung up the phone out of frustration because they could not talk to a real person. American Express
70% of buying experiences are based on how the customer feels they are being treated. McKensey
Almost 9 out of 10 U.S. consumers say they would pay more to ensure a superior customer experience. Harris Interactive
On average, loyal customers are worth up to 10 times as much as their first purchase. White House Office of Consumer Affairs
59% of 25-34 year-olds share poor customer experiences online. New Voice Media
Failing to respond to a customer either by phone or social media is perhaps the absolute worst thing you could do – New Voice Media
The current data supports that our customers of today want to be valued, and appreciated and will even pay higher fees to receive the best experience possible! How you do that depends on the customer.
I love Social Media and the valuable contacts, fans, customers, and friends that I connect with; but I know Social Media cannot replace what I still love more which is: hearing their voices, seeing their faces, and enjoying quality time with them to be able to serve them in the best possible way that they so richly deserve!
Getting to know our customers is so important! Can Social Media do that for us? Lots of times it can get us on their radars, but we still have to take the time to reach and contact them one on one either by phone, in person, Skype, FaceTime or Google Hangout. They need to know we are “real people” interested in them first-not just in what they can do for our businesses!
The main part of creating that great customer experience is to make sure we follow-up and do what we promise and commit to them, or else they will go somewhere else!
Hope you have a wonderful Fall season and the rest of this great year! Finish strong and keep in mind that giving the best customer experience is the way to having more referrals that you don’t even have to ask or market for!
Wishing you and your families a #WOWfactor Thankful Thursday Thanksgiving from all of here at “Simply” Sue Speaks! Global Booking Agency! We are thankful and grateful for all our clients, customers, audiences, speakers, and friends! Have a great day!