Tag Archives: customers

  • 0
training customers

Are You Training Customers or Is It My Imagination?

Tags : 

Marketers, account managers, and brands all have something in common. They want to achieve more sales, build the brand, and make the most of their high value customers. Are you training customers? Do you realize what you are teaching them?

Our professional business interactions are driven largely by emotion. As people we act and react to joy, pain, and adversity. Many business people will suggest that everyone should remove the emotion, but the act of trying removing emotion is driven by emotion.

Businesses and organizations everywhere are conditioning their clients and customers for future interactions. As people of emotion and habit, we learn to adapt to situations. What we learn leads us to make decisions and choices that our connected with our past experiences.

Training Customers

Our restaurant is closed on Monday.  Later the restaurant wonders why business is off. Monday is a business day and people want lunch. The people don’t remember what day, they just know that they are not always open.

Every weekend we have a sale. Why go there on Tuesday, just wait to see what happens on the weekend. Otherwise, you’ll pay too much.

We will email you sixteen times before the sale ends.  No need to act now. I will be notified repeatedly. Maybe something else comes along and I don’t act at all. I also don’t trust or understand the deadline.

When I call, I can get a better rate. (Hotels) Don’t use the online registration system, they charge more there. Continue calling a staff that is untrained and unavailable since the hotel strategy is to move reservations to the online system.

You: I want to cancel my subscription. Vendor: Wait, I can give you a better deal. Punish the auto-renew or higher lifetime value customers. Who cares, they are not planning to cancel.

Punishment

Do you believe your business or organization has a customer centric focus? Do you have a culture of service? How are you training customers?

Are you training them the right way or punishing them to fit your agenda?

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


  • 4
customers telling

Who Are Your Customers Telling?

Tags : 

Historically word of mouth has been considered to be one of the best forms of advertising. Do things right and your customers will tell others, who are your customers telling?

Today with our robust social media channels, it is possible for your customers to tell the world. Instead of word of mouth, we now have world of mouth. This is nothing new to most, but it may be new to some.

The biggest question, or the most difficult to answer, may be who or what are your best customers telling? Do you have a way to measure or index the customer who spreads the word about the great products or services you provide?

Customer Stories

Two days ago, I received a direct tweet from an airline. At first I was confused, was this some type of scam?

After a moment or two, I realized that a colleague had a bad flight experience and I added on comment on his thread about customer service being about culture. The airline was trying to be sure to capture any of the bad news and correct the problem.

Personally, I’m undecided about tweeting out bad experiences, but I may not be the norm.

Think about the last customer service story you heard about. Was it a story about how incredible the service was or how delighted they were? Chances are pretty good that you hear more disappointment stories as compared to those of delight.

Customers Telling

A customer who recommends you, tells the delightful stories, provides referrals, loves connections, and participates on social media platforms may be one of your best customers. They may not spend as much. They may not generate the most gross revenue. What they do however, it may be priceless.

What key performance indicators (KPI’s) are you monitoring?

Knowing the big spenders and high profit customers are absolutely important. Identifying the ones that sell for you shouldn’t be forgotten. In a world of mouth environment, do you know who your customers are telling?

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


  • 0
Attracting customers

Attracting Customers The Facebook Way

Tags : 

Do you want more clients, more customers, or to build your membership base? Most people believe that the way to do that is to get a bigger funnel. Big funnel concepts are inspiring, but are they targeted enough. Are you attracting customers?

The way most people think about more business is more awareness. The idea is that you have to get yourself out there, reach as many people as possible, and hope for a hit. It is the spray and pray method.

Social media has been the path where many are pointing, but will broadcasting on social media work?

The Facebook Way

Mark Zuckerberg just spent two days on Capitol Hill explaining Facebook and data. What was most alarming to me as I listened to some of the testimony was that many of the people asking questions (Senators, Congress) had very little knowledge of how anything data actually works.

Congratulations to the 60+ time billionaire on managing his time spent with the utmost respect, dignity, and patience.

Why does Zuckerberg matter when it comes to attracting customers? Simple, because he has built a platform that is likely one of the best and most affordable ways to reach a target audience. Provided of course, that the audience demographic you seek is using Facebook.

There is a catch though. The catch is that just because you’ve signed up for Facebook (for free) and you’ve connected to a few friends (for free) doesn’t mean that your target audience will be there, for free.

Additionally, it doesn’t mean that one hundred or so characters and a cool picture will be seen by (or attract) the World.

Attracting Customers

Social media provides a unique opportunity to hit many people at a very low cost. It doesn’t mean that the best plan is free. Mr. Zuckerberg and his team are running a business, which means free is never really free.

You still have to target your audience. Free broadcasts to one hundred, one thousand, or several million are meaningless if they aren’t your demographic. In fact, it could have a negative effect.

If you are interested in attracting customers, I suggest you consider how to do it through data. It won’t be free, but done properly it is currently the most cost effective option out there.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


  • 0
loyal customers

Who Are Your Loyal Customers?

Tags : 

The importance of both internal and external customers should never be taken for granted. Often people quickly connect with the atmosphere of working with external customers but miss the emotional connection internally. Who are the loyal customers and how do we know?

Internal Customer Loyalty

Every organization has a responsibility internally. People are serving other people, other departments, and in one way or another, the sales or production effort. There are customer connections. Internal service is so important because the internal culture is always reflected, in one way or another, in the external brand.

Loyalty in an organization is often measured through the employee turnover metric. Those who stay are loyal. Those who stay have a good internal customer relationship.

Seems logical, except that many believe that they are not staying by choice, they believe they stay because it is a requirement. Requirements to earn a living, feed a family, pay bills, and survive.

External Customer Loyalty

External customers may have a different agenda. It may be easier for them to exit a relationship. There may be many competitive choices and options. In some cases, but certainly not all, they may not feel so trapped. They feel more freedom to choose.

When their automobile is not reliable, they may choose a different brand. If their athletic footwear is uncomfortable or short lived, next time they’ll try a different brand.

It is true for nearly any consumer purchase. Business-to-business is sometimes a little messier, but still doable.

Loyal Customers

So what are the indicators of loyal customers? Certainly sticking around and repetitive purchases are a good indicator. Lifetime value is an important measurement or metric. What else may be important?

Have you considered that a customer who offers feedback, even the feedback that sounds critical or like a criticism is sign of customer loyalty? Maybe you haven’t thought of it this way, but with so many choices, why bother with feedback?

People who have choices, but choose to stay are loyal for some reason. Offering feedback, even feedback that is critical may be a sign that they want to stay, but they also want to help strengthen the reasons why they stay.

Often people with nothing to say, really don’t care, they don’t mind, they’ll just go.

Feedback or criticism is often viewed as a customer about to exit. Instead, it may be a good customer who wants to stay and help you build it.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


  • 2
What customers want

What Customers Want, They Get

Tags : 

Every day there is someone selling something. It is an exchange of what someone else has for what someone else wants. Do customers get what customers want?

Your landscaping is fabulous, who does it for you?

Your car is so shiny, who details it?

Those shoes look awesome, what brand are they and where did you get them?

People Want More

When people see something that they love they want to know more. They want to know who can help them achieve a similar result or how they can get started.

The same is true with what we see on the internet. The posts, the pictures, and the videos. What people love, they want to share, and they want more of it.

What happens when they don’t?

The answer is actually easy. If it isn’t for them, they’ll walk [scroll] away, or else they’ll give it a thumbs down. If they are really unhappy and you’ve touched their emotions they may even fire back.

Digital World

This is our digital world, the digital age. Being polite is often thrown out the window and rudeness has an appeal to some.

Your customers will always let you know too. They may not post something digital, but they might. They may jump on your website, your social media page, or give you a review on Yelp.

Certainly, there will circumstances and situations where there is a misunderstanding, the product features are not understood, or your value proposition isn’t the right message. Some of those are easily fixed, some may linger or spark redesign.

What Customers Want

Customers who let you know what they want, or don’t want, are actually doing you a favor. They are telling you that they are not your market or that what you market needs some work.

If they haven’t digitally defamed you. You should probably thank them. Now you can find the customers who love your product or service, or you can change things making you one-step closer to doing something that really matters.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


  • -
Another great start

Another Great Start, The Day Doesn’t Matter

Tags : 

People have suggested for decades that attitude is everything. Attitude, or as I sometimes choose to label it, mind-set, can have a significant difference on our accomplishments. Is today a good day to have another great start?

You bet, not because we are specifically trying to be cheery while holding a grudge. Not because we have to get along, and certainly not because we want released from our (PIP) Personal Improvement Plan.

Your Best, Their Best

The best chance we’re going to have all day to make a positive difference is by engaging with other people when they are at their best. Monday’s are a good day, and so are Friday’s, every day in between and the weekend.

Wrongs and rights sometimes matter less when the focus is on forward. Reliving past negative experiences aren’t the best way to start the day. Any preoccupation with past negativity serves no forward purpose.

Fresh Starts for Everyone?

Does everyone get a fresh start, not necessarily? Is every customer a good customer, or are there sometimes bad customers? Has a colleague sold you out, ratted you out, or took credit for your work, possibly someone has.

There are always colleagues, customers, bosses, and people on the highway, at the store, or grabbing your parking space. You have some choices on who you’ll work with and how you’ll choose to engage. You’ll also decide when or if you want to move over or move on.

Outside of those limited people that you’ll choose to disengage with, there is opportunity for everyone else.

Another Great Start

The network is huge if you participate. Your participation remains about choice. The choices you make each day about mind-set will determine what you get back.

For everyone, another great start happens when you make it.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


  • -
being everything appreciative strategies

Why Being Everything Doesn’t Matter Much

Tags : 

There is a simple concept that many follow in business, “If we don’t have it we can get it.” That may go along with; we can build it, create it, or do it. Does being everything matter?

It seems logical, feels intuitive, we don’t want to lose the customer or the sale so we broaden our offering. On the job, we’re mostly taught to fill in, lend a hand, and learn something new. Does this make us more valuable, or less?

Like many things in life, some of this may be situational. It probably helps a lot of people most of the time, but when we really want to stand out or do our best work it may be the wrong approach.

Focus and Risk

We may call this our focus. What are the things that we do really well? What are our core competencies? In what ways or areas do we deliver our best work, build the best product, and set higher standards with our talent?

Focus feels risky. When we say we can’t do that, get that, or make that, it feels like business lost. It may be, and most can’t afford to give up anything, or so that is the feeling. On the other hand, when someone needs an expert, a specialist, and the best who will they call?

There are plenty of analogies about why focus makes sense. For example, for those who are industrial minded there is the torch that cuts metal. A broad flame isn’t concentrated, it doesn’t get as hot, a finer flame focused on a specific spot will cut through the metal.

Depending on backgrounds, industries, or even rural versus urban demographics there are analogies of the shotgun approach, spray and pray, or stories of you can’t be all things to all people. Is being everything smart?

Being Everything

When your focus is too wide, when you try to be everything to all people and all situations you might be lessening your value. In fact, you might accomplish much less. You may start a lot of work but you can’t seem to finish anything.

I’m certainly not suggesting you don’t lend a hand, build something custom, or order the one thing that is hard to get for your valued customers. At the same time, keep in mind that hauling a wider load doesn’t make the trip cost less or get you to the destination faster.

– DEG

Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, Pivot and Accelerate, The Next Move Is Yours!, and Forgotten Respect, Navigating A Multigenerational Workforce. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.

Dennis Gilbert on Google+


Search This Website

Subscribe to Blog via Email

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

Upcoming Public Events

  1. Aspiring Leader Seminar – Williamsport, PA

    June 12 @ 8:30 am - 4:00 pm

Blog (Filter) Categories

Follow me on Twitter

Assessment Services and Tools

Strategic, Competency, or Needs Assessments, DiSC Assessments, 360 Feedback, and more. Learn more