The fun factor: how to build your customer experience 🥳(5/5)

Benefits aren’t everything: complete your offering with a great customer experience.  I am obliged to eat every single day. Since it is something I must do, I am determined to have fun doing it.  Once your clients are convinced by your benefits, they still have to work with you on it all. Make sure they…

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Give the people what they want: the power of personal benefits 🎁 (2/5)

Humans are rational beings.  But not too much.  Around 95% of our buying decisions happen in the subconscious mind, not the conscious, logical mind, according to Harvard professor Gerald Zaltman.  There is a scientific reason: our subconscious mind can process volumes more data than our conscious mind, so while we think we are considering 3-4…

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Three ways to measure customer satisfaction

“Our customers love us, we have never had a complaint.” Ahem.  The speaker, here, is drawing a rather unscientific conclusion. Just because clients have never complained, does not necessarily mean that they love the service they are getting.  To be able to say “Our customers love us”, collect some empirical evidence using one of the…

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Why it is time to stop selling

There is no money in sales.  No, really.  Think about it: you can sell, and sell, and sell. But at what point do you actually make money? When somebody else buys.  The money is in the action of buying, not the action of selling.  Before you build a sales plan, understand how your clients buy. …

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Why you don’t want to sell quality

Look through the language you use to talk about your business.  Consider your website, your pitches, your business cards, your brochures, the way you introduce yourself at events and in interviews.  Now review all that language asking yourself a single question: what’s the alternative? “Quality” is not a quality message Imagine that you are about…

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