Impact Learning Systems

GET TO THE HEART OF CUSTOMER EXPERIENCE

Four Ways to Show You Value Your Customers Monica Postell

Per­haps it takes an eco­nomic downturn…I mean readjustment…of the scale that we've had to real­ize just how impor­tant loyal cus­tomers are to a busi­ness. It goes with­out say­ing (but I will say it any­way) that with­out cus­tomers there is no busi­ness.  But how much effort and empha­sis does your orga­ni­za­tion place on get­ting new cus­tomers ver­sus keep­ing exist­ing customers?

Seth Godin posted a won­der­fully suc­cinct blog not long ago and asked what if there were "No new cus­tomers"? I join him in ask­ing, "What do we do as indi­vid­u­als and orga­ni­za­tions to show our cus­tomers that we value them?" While you're think­ing about that, here are a few ways I think we can show cus­tomers that they light up our world.

  1. Take every oppor­tu­nity to say "Thank You". Grat­i­tude as a part of cour­tesy is one of the hall­marks of excel­lent cus­tomer ser­vice. Any cus­tomer ser­vice, sales, or sup­port train­ing worth doing includes that fundamental.
  2. Be gen­er­ous with sin­cere com­pli­ments. Some­times we think com­pli­men­tary thoughts ("Wow. She brought all the data files we talked about need­ing.") but fail to say any­thing. Praise isn't just for direct reports. When it's sin­cere, it  strength­ens rap­port by show­ing that you noticed and appre­ci­ated your client's efforts.
  3. Be proac­tive about nur­tur­ing your rela­tion­ships. Stay in touch. Send arti­cles, web links, a sum­mary of a web­cast, or book rec­om­men­da­tions that you know will inter­est your client. And it doesn't always have to be the account man­ager that makes con­tact. Once the cus­tomer is a cus­tomer — has pur­chased your prod­uct or ser­vice — then ser­vice and sup­port can also keep in touch. Tech­ni­cal sup­port or field ser­vice can check back to make sure that what they did to resolve an issue is still stable.
  4. Make an  effort! I'm a mem­ber of a LinkedIn group called Cus­tomer Expe­ri­ence Man­age­ment and was read­ing a con­ver­sa­tion thread ear­lier today. Gary M. Freed­man, another mem­ber of the group, told a great story about his expe­ri­ence in a Wells Fargo Bank branch. He was impressed with the effort made to make him feel impor­tant — and he doesn't even have an account with the bank.

linkedin conversation wells fargo bank Four Ways to Show You Value Your CustomersWhat he described was beyond good ser­vice and def­i­nitely took some effort. He wasn't just greeted; he was engaged in con­ver­sa­tion so pleas­ant he didn't want to go to the teller. The teller didn't just do her job; she made it per­sonal by offer­ing a hand­shake at the end. What was done isn't so amaz­ing as much as the fact that it WAS done and done so well that the cus­tomer felt special.

What do you and your orga­ni­za­tion do to show you value your exist­ing cus­tomer? I'd love to hear your suggestions.

With a back­ground in per­for­mance improve­ment and instruc­tional design, Mon­ica Postell works with Impact Learn­ing Sys­tems in design­ing and deploy­ing train­ing and devel­op­ment pro­grams that fos­ter real cus­tomer loyalty.
4 Four Ways to Show You Value Your Customers
Mon­ica Postell
View all posts by Mon­ica Postell
Share and Enjoy:
  • printfriendly Four Ways to Show You Value Your Customers
  • email link Four Ways to Show You Value Your Customers
  • facebook Four Ways to Show You Value Your Customers
  • twitter Four Ways to Show You Value Your Customers
  • linkedin Four Ways to Show You Value Your Customers
  • googlebookmark Four Ways to Show You Value Your Customers
  • digg Four Ways to Show You Value Your Customers
  • delicious Four Ways to Show You Value Your Customers
  • technorati Four Ways to Show You Value Your Customers
  • http://www.oneworldconnections.com Con­tact Cen­ter Philippines

    Thanks for the arti­cle! It makes so much sense but I never though about it like that. In the busi­ness world it is the eas­i­est of ideas that deter­mines if you get the new buy­ing cus­tomers. Some­thing as sim­ple as a lapel pin can open a door that was pre­vi­ously closed to your sales team. The inex­pen­sive gift can be what makes you and your sales team appear more thought­ful. Top of mind aware­ness may be what makes a com­pany. Deliv­er­ing a series of cheap brand build­ing mar­ket­ing tools can make the dif­fer­ence between mak­ing the sale and never get­ting the chance to present to your prospect|not even get­ting the door open.






Alltop, all the top stories

We're an Alltop blog, and regularly contribute to The Customer Collective and CustomerThink.

Back to Top

Thank You for Visiting Impact Learning Systems

Thank You for Visiting
Impact Learning Systems, now part of MHI Global

VISIT MHIGLOBAL.COM

 

or

Continue on ImpactLearning.com