Category Archives: Sellling

10 ways to put the Customer at the Heart of Business by Denyse Drummond-Dunn

Sometimes we need to be reminded that our customers are the heart of our business. Denyse’s article below serves as a powerful reminder.

 

Many of you know that you need to become more customer centric, to put the customer clearly at the heart of your business, but just don’t know where to start.

This week I give you ten simple actions to accelerate your organization along its path to improved customer centricity.

#1  – Review the description of your target audience

Do all your brands have a clear description of their target audience? Is it as complete as it should be? If not, then use the 4-level who, what, where and why model to complete it for each one. Include not only demographics and consumption / purchasing habits, but also information about where they do these things, what values they have that you can tap into and what emotions motivate them to use your brand.

#2 – Assess the optimum way of connecting with your customers

Do you know the best way to contact your target customers, as well as their preferred place and time to connect? Review how you communicate with your customer and what information exchange there is at that time, Is it one-way or two? Are you in a monologue or a dialogue? Obviously the second is preferable as you can learn more about your customer when they are ready to share their information with you.

Maslow’s hierarchy of needs

#3 – Identify the needs your brand is addressing

Do you know which of your customers’ needs you are tapping into? There is certainly more than one, but if they are not sequential your customer may be getting mixed messages on what the brand can do for them. Knowing where your brand sits on Maslow’s hierarchy can also bring more successful regional or global launches.

#4 -Make your customer everyone’s responsibility

Is customer care only on the objectives of one or two departments in your organization? It should be on everyone’s annual objectives to watch, listen and engage with your customers and to understand how their work fits into the company’s objective to delight them.

Identify possible scenarios to be better prepared

#5 – Plan for the unthinkable

Do you know where your business is going? Do you know what might happen in the future and what you would do in each situation? How would you react to new laws, new customer demands, and their new sensitivities such as ecology, sourcing or ingredients? It is best to plan for such events before they happen, so you can quickly react to challenges as well as opportunities.

#6 – Review your business plans for customer centricity

Are your customers clearly identified and described in your plans, as well as the customers of your major competitors? Review your plans by considering how your customers will react to each of your planned actions; not just the outcomes you are hoping for, but a true detailed analysis based upon your understanding of them and their desires. Have you planned any actions to surprise and delight them, or are you only relying on the “same old” activities, repeated from last year? People get bored quickly and you can actually “train” your customers to expect your actions, which as a result will quickly become less interesting to them. Plan at least one unexpected WOW action each year.

#7 – Expand your innovation thinking

Are you blocked in an innovation box, relying on your internal technical and expert skills? If you know your customer well you can offer them more successful innovations, perhaps through additional sensorial experiences. Consider adding sound to taste, color to services, touch to packaging, aromas to retail displays. Give your customers more reasons to stay with you and they will become more loyal.

Testing isn’t the only way to make great ads

#8  – Stop testing your communications to death

I can feel your shock as you read this, but why not review your process for developing your advertising? If you spent more time and resources reviewing how to connect with your customer, and then reviewed early stage work up-stream with them, you would be more likely to develop winners. It would also reduce or totally replace your usual tests just before airing them, when in most cases it is too late to change anything.

#9 – Define your image

Your brand has an image but it might not be what you think it is. Make sure you are measuring it regularly and not only on the attributes that you ideally wanted to perform well on. Review and update the attributes used to measure the perceptions of your category with your customers, and ensure you measure what is (also) important to them. The coverage of the total category will likely be more complete and you might even find a new or adapted positioning that no-one else is currently occupying.

#10 – Update your KPI’s (Key Performance Indicators)

You know that what gets measured gets managed, well are you measuring what needs managing or only the easy metrics to gather? It you know your customers well, who they are, what they do, what they think of you and your competitors, and then compare these to where you want to take your brand, the metrics you need to be measuring become evident.

I hope this list has helped you to define a few areas that need revision in your organization. Even taking action on just one of them will improve your customer centricity. Of course doing them all will ensure that your customer is really at the heart of your business, as well as in the hearts of all your employees.

Hugs and Shout out to Denyse

The SendOutCards.com/loryfabian system is a valuable tool that will help grow your business. Never underestimate the power of sending a personalized greeting card and/or gift. Sending cards is a simple and easy way to help build better relationships with your customers who will become life long, faithful customers. And those types of customers provide referrals without ever asking.  In other words, free word of mouth advertising. (The best kind!)

 

 

The Secret to Selling Your Brand With One Sentence By Stephen Key

“Can you please tell me more about that?”  Isn’t that the question we all secretly strive for whether we are networking or spending time with family and friends?  The truth is, the more people who know exactly what we do or how we can help them or how our product can help them, the more business that is likely to come our way.

Getting an increase in referrals is a no brainer when you educate everyone you know on how you can help them or someone they know.  Remember to ask the question “What do you need?” Never assume the person knows what they need. It’s always better to ask what their pain is instead of telling someone what you think they need.  Trust me on this one.

BNI (Business Network International) as well as Virginia Muzquiz at Referral Institute St. Louis both teach the value & importance of perfecting your  30 and/or 60 second infomercial.  For those of you unfamiliar with Virginia, visit her website at http://referralinstitutestl.com.  Virginia Muzquiz is THE Networking Diva in St. Louis & St. Charles and loves to share her trade secrets.

Most people know the importance of selling their brand, we just don’t always get it right. At Cave Springs Toastmasters,  we Learn by Doing!  Right, Tony Gartner?

There aren’t many places where we can give a 30 or 60 second infomercial; that why I love Stephen’s article about Selling Your Brand with One Sentence.

Check out Stephen’s article below. His best advice is to: Try out potential statements on everyone you know. Which one has the greatest impact? Ask for feedback. Then, start using this line all over the place.

“If you believe in the importance of your vision, but how do you get others to stop and listen to you? There will be many instances when you don’t have a lot of time to grab someone’s attention, be it a potential investor or a licensee. That’s why you need to be able to summarize the benefit of your business idea in a single, powerful sentence — a sentence that is so direct and compelling, it stops whoever reads or hears it dead in their tracks. A good one-line benefit statement should make someone think: “I want to know more about that.”

I’ve learned that if I craft just the right sentence, it’s all I need to get people to listen to my pitch, open my emails and answer my calls. I still remember the day the iPod launched and Steve Jobs called it “a thousand songs in your pocket.” Wow. That’s captivating. He didn’t have to explain any further. We wanted it already!

People don’t care about how something works. They want to know what it’s going to do for them.

Newspapers, tabloids, and these days, Twitter have been making use of the headline for years. How often do you find yourself on a webpage you never intended to visit, all because a headline was so tempting, you had to click on it? That should give you an idea of what I’m talking about. Creating excellent one-line benefit statements isn’t an easy skill, but it’s an important one, because it can be used to explain your idea in so many different kinds of situations in an attractive, successful way.

Sometimes, you only get one chance to make an impression. Cut through the clutter to make it count! Here three ways to create an awesome one-line benefit statement:

1. Make it emotional.

Why should people care about what you have to say? Grab them with something they can relate to. Benefits sell ideas, not facts. What is your idea going to do for the consumer or the world? Don’t be afraid to use emotion. People are motivated by their emotions more often than they are motivated by reason. Emotion also evokes visual imagery — if people can begin to see your idea, that’s a good thing. Some emotional words include: “free”, “incredible” and “unbelievable.”

2. Keep it short.

Like — really short. I’m talking no more than 10 to 12 words, ideally less. Remember, you don’t have much time. If your statement is too long, people may move on before they’ve even finished reading or hearing it. Don’t be intimidated by using fewer words. This is a really good exercise in general. Too often, I ask an inventor or entrepreneur to tell me about his or her idea and I’m overwhelmed with a five-minute speech. “What is he talking about again?” I find myself thinking. I’m not even sure. Brevity forces clarity.

3. Use numbers.

Numbers convey specificity. Look around you. Headlines with numbers dominate our world. One has only to look at Buzzfeed to understand the power of numbers.

Here are some examples of one-line benefit statements my students and I have used with great success in the past:

•        “The most versatile organization system available.”

•        “The store all, carry all, go anywhere elevated pet feeder.”

•        “This label will increase space on your packaging by 75 percent.”

Try out potential statements on everyone you know. Which one has the greatest impact? Ask for feedback. Then, start using this line all over the place. When someone asks: “So what is it you’re working on again?” you will have a great answer!”

Shout out to Stephen Key. Stephen is author and Entrepreneur contributor. (11/15/2013) The opinions expressed are those of the writer.

Read more: http://www.entrepreneur.com/article/229923#ixzz2lgXn1TOz