Posts Tagged ‘customer experience’
The System is the Solution
Another view on last week’s message: that good process is what makes your business unique and successful. You may have heard this expression before, it was the old AT&T business slogan: The System is the Solution Once again: the words used, matter. The solution is the product Regular readers of this blog will have heard…
Read MoreBusiness Orchestration
If you haven’t orchestrated it, you don’t own it. As written in The E-Myth, by Michael E. Gerber. I read this book at the perfect time, when I was struggling to express the importance of systems in my business. As I rolled out a new right way/wrong way to operate, this line helped me explain…
Read MoreBe The Best Option
People have options in life. Whenever you buy a product or service, you choose what to buy, based on the issue you want resolved. Your clients are the same, they have choices. You may know that you are the best and obvious choice for them, but here’s the problem: all of your competitors know that…
Read MoreDon’t Be Perfect: Be Valuable
Analysis Paralysis is a real and insidious. The problem grows because we tend to speak in terms of necessity: I need more information; I need more preparation; it has to be perfect. My suggestion to you today is that you focus not on being perfect, but rather on being valuable. What is Perfect? That is…
Read MoreThe Process is the Product – Customer Service
The process is the value, the brand and the outcome driver. The process is, in other words, the product. Effective business is managed with effective process, and it is in those steps and decisions that a business can find ways to stand out and be of value. This is true for all aspects of business,…
Read MoreWhy Do People Buy From You?
I ask this question of most of my clients when we start working together. Why you, and not the next guy? The answer will tell me what is important to the client. Then, as per my modus operandi, I proceed to ask for proof, in order to test the assumptions made by the business owner.…
Read MoreWhat Happens After You Leave the Room?
And how can you know? Defining your Solution is all about understanding that moment. You can hardly sell value to your clients if you don’t understand how their lives change thanks to your product or service. Almost all of my clients – whether for consulting work or training – request a work-through of Defining their…
Read MoreCustomer Service: Bespoke or Standard?
Both. Your clients want to feel that you take the time to understand them and their specific needs, but they also need consistency in dealing with you. They need to know who to contact and how, when to expect a response, and they have to have confidence that you can solve their problem or address…
Read MorePlan for Change
“Predictions are hard, especially about the future”. Regular readers of the blog will know about the importance of adaptability in business. There will always be things, beyond your control, affecting how you do business. The only constant is change As you adapt to new circumstances you simply tell your employees and clients that you have…
Read MoreDo you Push or Do Buyers Pull? (Less selling more buying)
How many times have you walked into a store thinking “I hope nobody tries to sell to me, I know what I want to buy so let me get it, pay, and leave.”? Your clients are no different: they will be much happier if they are doing the buying – the pulling – rather than…
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