Customer transactions travel a road of various micro-experiences (transactional components) that shape buyer’s opinions, perceptions, repeat and referral business. Collectively, these components are called Experience Events (EE). Are your identifying these events? Are you managing these events for customer-pleasing delivery? If not, you may unknowingly be waving goodbye to healthy repeat and referral business. Perhaps today can be the beginning of your Experience Event journey?

Support the show

Customer complaints can set up course corrections for companies that are going off road! The keys to getting back on track are 1) listening to the customer (not just hearing), 2) being humble enough to accept the criticism, 3) and being smart enough to fix the problems! In many cases, the complaints have a common thread that make the course correction that much easier to recognize.

Support the show

The appetite for “DIY” products and services has never been higher. What does your company do to cater to this modern mindset? Assuming no salesperson will aid potential customers, what information are you providing to assist informed decisions? Do you deploy tools of Silent Selling?

Support the show

Are you in need of some additional ‘WOW” factors in your business presentations to customers? One of the coolest ways to do this is to search your facts, features, and benefits vault for things you have never communicated to customers. Once discovered, tell and sell your customers in ways that create more compelling “AHA” moments.

Support the show

Perception and facts often compete for the truth. Perhaps it is time to start examining the perceptions customer have of your business, and the services that are delivered. Often times companies lose customers just because their bad impressions became a reality that may be void of fact!

Support the show

Some research suggests the need to create 12 positive experiences in order to negate the effects of one bad experience. 12-1 odds are a mighty hill to climb. Unreturned voice mails contribute to making that hill. Are you sure you want to let voice mails go unanswered?

Support the show

Flexibility. Creativity. Willingness. Finding solutions that solve unique issues. Going the extra mile. Never saying never. Do these descriptions sound like your company? If not, imagine what kind of repeat and referral business you could attract by becoming these descriptions. CANDO companies win more friends and influence more people then CAN’T DO companies.

Support the show

Mirrors fill a board room during an inter-company meeting. Edicts are laid down, and attendees are told to reflect what the C-level demands. Imagine what would happen if companies abandon that reflective mindset, and exchanged it with an outward-looking mindset? If customers pay the bills, then why don’t more companies look through the windows that lead to discovering what customers need and want!

Support the show