Posts Tagged ‘customer experience’
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…
Read MoreFix your marketing: add your brand
Pretend, for a moment, that you are in the business of pens. Now pretend that you are planning your marketing efforts for your pens. And you come up with the message you want to get out there: We sell pens With that message, what makes somebody buy your pens rather than somebody else’s? Price, proximity,…
Read MoreWhat do your clients do after you leave the room?
There is no fadeout, no ending music, no rolling credits. After you leave the room, your clients’ lives go on, just like your life goes on. So what are your clients doing after you leave the room? And why should you care? Nobody wants to buy your product It’s a common refrain on this blog. …
Read MoreHow easy is it to buy from you?
It was a fine, sunny day, warm with a breeze, and perfect for spending time outdoors. The coffee carts were lined up along the street, right outside the park. The hero of our story decided to approach one such cart and order himself a coffee to drink while he worked outdoors for a bit. He…
Read MoreNew Course Certifications
I am delighted to have received additional certification approvals for my courses on CPDFormula, a Canadian based platform for CPA training. You can now receive CPA and HR certification credits while you learn about: How to run better meetings How to make business decisions How to create an excellent customer service experience
Read MoreWhy 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. …
Read MoreBest of 2020
That’s right: this is a summary post. The best of the year from my blog posts, YouTube videos, and products. Blog Posts The four most popular posts of the year touch on all the main topics: keeping happy and productive employees, trusting your clients, (not) offering discounts, and, of course, remote working. The only two…
Read MoreThe jargon you don’t know you are using: how to find & replace it 🗣️
What jargon is jargon? When does a word go from being simply a word to being almost nonsensical? What is the tipping point from “I’m talking” to “I have stopped making much sense”? I feel so strongly about the (mis)use of jargon that I have a whole series of jargon-related posts on this website. My…
Read MoreHow to use WIIFM (what’s in it for them)
Trust your customers to know what they want. And when you sell to other businesses, those are mainly business-related achievements. But businesses are still run by people, and people are ultimately driven by the WIIFM urge. Saying “what’s in it for me” conjured too many negative stereotypes, so allow me to debunk this impression right…
Read MoreWhat are your clients thinking about when they buy from you
The answer is: it’s not about you. So how do your customers buy? Deciding to buy something means knowing that choice is the best option; using the money there instead of somewhere else, hoping it will be a long-term solution, considering what else has to change to accept this new product and more. The better…
Read More