Do Your Customers Love You? By Rolf Kramer at Engage 2016
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No company is too small to compete against larger enterprises. Displaying great customer service and finding unique ways to make your customers happy is critical to retaining and growing your existing business. In this session, Rolf will discuss ways to get your customers to fall in love with you while providing an incredible customer experience.
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Do Your Customers Love You? By Rolf Kramer at Engage 2016
- 1. Do Your Customers Love You? Rolf Kramer @kranect rolf@kranect.com
- 2. Center of the Universe
- 3. So How Do You Get Your Customers to Love You?
- 4. Agenda • How Do You Recognize Customer Love? • Three Legs of Customer Engagement • Implementing and Monitoring Engagement • Key Takeaways
- 5. Do Your Customers Really Love You? Are… – your calls returned? – you getting repeat business that they initiate? – you getting referrals? – you receiving thank you cards? – you connected to them personally?
- 6. The Three Legs of Customer Engagement Employees
- 7. Starts with Employees Are they… – Happy? – Engaged? – Willing to go “above and beyond”?
- 8. The Many Routes to Employee Engagement
- 10. Ensuring Candidate Engagement + + =
- 11. Its Always about the Customer
- 12. Client Engagement Principles of candidate engagement hold true… + + =
- 14. Be Data-Driven
- 15. Build a Culture, a Community, and a Network Customer
- 16. Get Involved!
- 17. Key Takeaways • Platinum rule • Your employees are the foundation • Candidates • Clients • Network • Give back • Be data-driven • Have fun
- 19. Questions?
Editor's Notes
- - Started in Staffing in 1997 - Employee #2 of a start up that grew to 7 offices - VP of Colorado Operations, grew to $12 million - 5 Years as Enterprise Sales for Bullhorn - Kranect since August 2012
- Came about - - Golden rule into the platinum rule Tony Alessandra Treat others the way they want to be treated." Ah hah! What a difference. The Platinum Rule accommodates the feelings of others. The focus of relationships shifts from "this is what I want, so I'll give everyone the same thing" to "let me first understand what they want and then I'll give it to them." A Modern Model For Chemistry
- There are three legs to the customer engagement stool – and it starts with having great employees, a customer base that wants do repeat business with you, and an amazing engaged pool of candidates. This virtuous circle ensure great customer engagement and customer love. Lets dig deeper into how to have better employees candidates and customer engagement. Without these three legs of the stool there are no jobs to fill. Remember in our industry we have a ratio of 8-10 submittals per placement. That is a success rate of 10-20%... This may be a very poor rate of success any other industry – imagine if 10-1% of the products you bought were defective! That said, it is fairly normal in the staffing. So despite that how do you get those customers to want to work with you to you, and give you those opportunities? By focusing on the three legs of the stool.
- Do you have the right employees? Do they believe in your company’s purpose Customer Service above all else How do they represent you in the market? To candidates? To Clients?
- Platinum rule, use it on them, teach them to use it on your customers and candidates Engagement is the Key
- If your Candidates love you, you’re customers will love you. They are customers too. It’s all about hard work, and….going the extra mile – horse race Act anti-metric Engage and meet every referral Help them with their job search regardless Refer them to other agencies
- Database is an asset…manage it Find a reasonable way to keep in touch…. Social media Pick up the phone Candidates on assignments Pay a visit Unique events Deliver checks Candidate / client consultation meetings
- Cannot fill every order – if you’re small its even harder Be easy to work with Platinum rule… - Work hard - Brag about being local - Tired of large institutions - No Ivory tower = flexible and easy to do business with On-Boarding – Breakfast Add value Three legged stool Customer with out them there is no jobs, you cannot fill every job they have. They have ratios 8-10 submittals per placement. Success rate of 10-20%. Fairly normal in staffing. So despite how do you get you those customers to want to take to you, and give you those opportunities. Once placed this build has to continue – virtuous circle – specially important for temp but still important for all workers (tell stories!) No job is permanent!
- Unique events – Ski party, open Mic at open house Social Media Database Social media Pick up the phone/visit in person Add Value – refer them to a competitor….
- Share your data with your customers and give them insights to run their business better! Activity Metrics Ratios
- Remember what comes around goes around –your customer could be your candidate or your employee some day but only if you are constantly engaging Network – go to events – you meet great customers, candidates and employee there. Support local trade organizations and associations Engage in ‘coopetition’ Have a great company culture – people – customers, candidates and employees all gravitate towards places where they see a higher purpose and an affinity.
- Get involved –User groups Give back – Seed Paths, OED