Client surveys can be used to strengthen relationships with existing clients and also to generate more qualified referrals from centers of influence like CPAs and estate attorneys. The document outlines three ways to leverage client survey data with centers of influence: 1) Share positive survey results to reassure them of the value provided to clients, 2) Identify clients unsatisfied with other professionals to facilitate reciprocal referrals, and 3) Conduct joint surveys with centers of influence to identify specific cross-selling opportunities and make targeted referrals. Conducting client surveys and strategically sharing the results can boost referrals while deepening relationships with both clients and centers of influence.
- The survey found some alignment but also misalignment between what advisors think is important to clients and what clients actually want when selecting an advisor.
- Advisors overestimated the importance of having a personal connection, while clients primarily valued being listened to.
- There was a substantial disconnect around fees, with clients wanting an approximate calculation of fees based on their portfolio, which less than half of advisors provided.
- Overall, the findings suggest advisors should focus more on listening to clients, being transparent about fees, and demonstrating how their interests are aligned with clients' interests through approaches like similar investment allocations. Developing emotional intelligence skills could also help advisors better understand clients' perspectives.
This document provides information about various business services offered by New River Leads, including Merchant Cash Advances (MCA), merchant services, website design and development, and Search Engine Optimization (SEO). It summarizes how each service works and can benefit businesses. It also outlines New River's lead generation process, how leads are qualified and verified, and some common rebuttals agents may use when contacting prospects.
This document discusses strategies for delighting clients. It provides six strategies: 1) Send helpful emails with resources and tutorials; 2) Show you care about clients on a personal level by remembering important dates; 3) Provide thorough reports and context on metrics; 4) Ensure all parties understand the vision through visuals and documentation; 5) Think outside the box by proposing new ideas and optimizations; 6) Respect clients' time by providing realistic timelines informed by past projects. Various agency representatives provide examples for each strategy.
Traditional marketing knowledge would tell you that the only way to grow your business is by acquiring new customers – and to some extent, that’s true. But if your business already has a customer base, there’s good news: by focusing on better understanding the customers you already have, you can move the needle more predictably — and more impactfully — than by marketing to new customers.
Download the White Paper to learn:
What types of customer data leading businesses prioritize
How to gather high-quality customer data
Ways to analyze and use your customer data to drive hard revenue
Examples of leading businesses that you can copy today
Have we let advertising agencies become dinosaurs? Marketers are looking for effective business solutions, speed and low cost. While many agencies are still enamored by growth in size, stature and heft.
Here are some thoughts on how agencies can close this gap.
The Art of Obtaining Referrals - presentation to the Association of Financial...Customer Return
This document outlines a seven-step process for obtaining referrals from clients. The steps are: 1) get independent feedback from clients on your value proposition and service quality, 2) plant seeds to make your business referrable, 3) acknowledge client fears about referrals, 4) fish for compliments and brainstorm referral opportunities, 5) get in the right mindset to ask for referrals, 6) pick the right moments to ask clients for referrals, and 7) choose referral opportunities wisely based on client loyalty. The presentation emphasizes having a systematic referral process, expecting to get referrals, focusing on building a more referrable business, and having more referral conversations with clients.
This document discusses Localogy's efforts to improve their customer onboarding process through a more customer-centered approach. It describes how they conducted customer observations and interviews to better understand small business owners' needs and challenges. They identified key moments in a small business owner's journey and mapped this out to prioritize opportunities to provide support. Localogy piloted a new onboarding process with a few agents that included personalized outreach calls. This resulted in improved customer satisfaction, efficiency and sales. The document concludes by discussing plans to refine, scale and introduce the new onboarding approach more broadly while maintaining its positive impact.
- The survey found some alignment but also misalignment between what advisors think is important to clients and what clients actually want when selecting an advisor.
- Advisors overestimated the importance of having a personal connection, while clients primarily valued being listened to.
- There was a substantial disconnect around fees, with clients wanting an approximate calculation of fees based on their portfolio, which less than half of advisors provided.
- Overall, the findings suggest advisors should focus more on listening to clients, being transparent about fees, and demonstrating how their interests are aligned with clients' interests through approaches like similar investment allocations. Developing emotional intelligence skills could also help advisors better understand clients' perspectives.
This document provides information about various business services offered by New River Leads, including Merchant Cash Advances (MCA), merchant services, website design and development, and Search Engine Optimization (SEO). It summarizes how each service works and can benefit businesses. It also outlines New River's lead generation process, how leads are qualified and verified, and some common rebuttals agents may use when contacting prospects.
This document discusses strategies for delighting clients. It provides six strategies: 1) Send helpful emails with resources and tutorials; 2) Show you care about clients on a personal level by remembering important dates; 3) Provide thorough reports and context on metrics; 4) Ensure all parties understand the vision through visuals and documentation; 5) Think outside the box by proposing new ideas and optimizations; 6) Respect clients' time by providing realistic timelines informed by past projects. Various agency representatives provide examples for each strategy.
Traditional marketing knowledge would tell you that the only way to grow your business is by acquiring new customers – and to some extent, that’s true. But if your business already has a customer base, there’s good news: by focusing on better understanding the customers you already have, you can move the needle more predictably — and more impactfully — than by marketing to new customers.
Download the White Paper to learn:
What types of customer data leading businesses prioritize
How to gather high-quality customer data
Ways to analyze and use your customer data to drive hard revenue
Examples of leading businesses that you can copy today
Have we let advertising agencies become dinosaurs? Marketers are looking for effective business solutions, speed and low cost. While many agencies are still enamored by growth in size, stature and heft.
Here are some thoughts on how agencies can close this gap.
The Art of Obtaining Referrals - presentation to the Association of Financial...Customer Return
This document outlines a seven-step process for obtaining referrals from clients. The steps are: 1) get independent feedback from clients on your value proposition and service quality, 2) plant seeds to make your business referrable, 3) acknowledge client fears about referrals, 4) fish for compliments and brainstorm referral opportunities, 5) get in the right mindset to ask for referrals, 6) pick the right moments to ask clients for referrals, and 7) choose referral opportunities wisely based on client loyalty. The presentation emphasizes having a systematic referral process, expecting to get referrals, focusing on building a more referrable business, and having more referral conversations with clients.
This document discusses Localogy's efforts to improve their customer onboarding process through a more customer-centered approach. It describes how they conducted customer observations and interviews to better understand small business owners' needs and challenges. They identified key moments in a small business owner's journey and mapped this out to prioritize opportunities to provide support. Localogy piloted a new onboarding process with a few agents that included personalized outreach calls. This resulted in improved customer satisfaction, efficiency and sales. The document concludes by discussing plans to refine, scale and introduce the new onboarding approach more broadly while maintaining its positive impact.
This webinar discussed how to make customer experience (CX) everyone's responsibility by bringing together disparate customer feedback sources. It highlighted challenges like CX not improving much and organizational silos preventing a unified view. The presenters advocated inventorying all collected feedback, understanding stakeholders, and using customer service data given its value. A case study of MOO described how its CX function established in 2015 uses feedback to drive cultural change, improve processes, and increase metrics like NPS. The webinar emphasized empowering employees, proving value through small wins, and remembering CX requires willingness to change.
If you are selling a service you are selling the invisible. How do you sell that? You are selling a promise of something. As the customer, we are often nervous because before we visit a new doctor, architect or use a new accountant. You are unsure if what they are going to deliver what they appear to promise. We often doesn’t know the cost before we talk with you. There is a lot of unknowns and for us, the potential customers. Even if you sell a product that has features and benefits you usually have a service component and customer experience opportunity. There are no guarantees. However we try and reduce these risks by understanding how much we can trust the service provider and what they deliver.
Service is around building relationships. It is a why of thinking like a customer to ensure you can build a great connection and meet your customers needs.
Health Net aims to become a great customer solutions company by understanding customers' needs and integrating services to solve their problems. The company conducted research finding customers want partners, not just products. This led Health Net to focus on targeting specific customer segments and providing seamless solutions through multiple coordinated services. The company's strategic plan involves improving basic customer service, defining its brand promise around solutions, ensuring competitive products, and boosting efficiency to support integrated customer solutions by 2009.
This document discusses measuring customer satisfaction using Net Promoter Score (NPS). It begins by providing an overview of NPS, noting its promise to deliver results with minimal effort but also acknowledging criticisms of the method. The document then examines using NPS for small and medium enterprises, discussing how to design a customer satisfaction measurement system and integrate it within an organization's management processes. It also reviews previous studies that have criticized NPS, finding it a poor predictor of loyalty and satisfaction. The document concludes by discussing how to properly define customer satisfaction, customers, and quality to develop an effective customer satisfaction measurement approach.
Accountants are transitioning from traditional compliance services to advisory services to maintain revenue and prevent price wars. This requires accountants to position themselves as advisors, build trust with clients, use technology to analyze data and tell compelling stories with numbers. It also means identifying clients' needs, using tools to provide actionable advice, and grading clients to pursue overdue payments. Technology can support advisory work by automating processes and structuring meetings, but soft skills are critical to explain insights to clients and help them improve their businesses.
An overview of the research and best practices for PR firms to use in earning and keeping client relationships for the long term. Prepared for the Central Michigan Chapter of the Public Relations Society of America.
The document discusses the importance of exceptional customer service. It emphasizes that customer satisfaction should be the top priority of any organization and is driven by both hard skills as well as softer interpersonal skills like communication, attitude, and honoring commitments. Strategic customer relationships that focus on meeting and exceeding customer expectations can lead to higher profit margins and business success.
The document provides best practices for referral marketing, including creating a written referral marketing plan, regularly "pinging" your network, instituting a birthday card marketing program, recognizing and thanking people for referrals, having lunch with potential referral sources weekly, incentivizing customers to provide referrals, asking vendors for introductions, and regularly asking clients for referrals using referral cards. It also describes tools for automating referral marketing activities like birthday cards and staying in touch with contacts.
Do you want to offer financing to your customers? This presentation contains what you need to know to get started, and how vendor financing can increase your sales.
Customer Success: The Secret to Subscription Success and the Metrics that MatterGainsight
This document summarizes key metrics and benchmarks for SaaS companies based on a survey by Pacific Crest Securities. It discusses the importance of metrics like lifetime value (LTV), customer acquisition cost (CAC), and churn for SaaS compared to traditional software. The median annual gross dollar churn among respondents was 6% and the median net dollar retention including upsells and expansions was 103%. Benchmark ranges provided for metrics like revenue growth, CAC, and LTV/CAC ratios. The discussion cautions against excessive spending on sales and marketing without regard to LTV and CAC.
6 Crucial Behaviors For Customer Facing Employeesrdturns55
The document discusses six crucial behaviors for customer-facing employees: trust, tact, empathy, conformity, focus, and flexibility. It describes each behavior and explains how people with high and low levels of each behave. It emphasizes the importance of understanding your customers, employees, and matching the right people to jobs through assessments. These assessments can improve customer loyalty, employee performance, and business outcomes.
Real Estate Customer Loyalty Business ModelRahul Gaur
“Customer is King”: Described How we can increase our Sales in Real Estate by putting some efforts in customer loyalty programs which ultimately helps us in increasing word of mouth and better customer servicing.
CCP_Contact_Center_Contribution_to_CEMDavid Howard
The document discusses how contact centers can contribute to customer experience management (CEM) by leveraging customer data and insights. It describes how contact centers have a wealth of customer data that spans interactions across the customer journey. However, data is often siloed by department or channel. The document recommends contact centers map customer journeys, identify key moments that impact satisfaction, and measure beyond surveys to consider operational metrics and customer behaviors. Integrating multichannel data provides a holistic view of the customer experience to help drive customer-centric changes across the organization.
This document provides tips on starting and maintaining an effective customer referral program. Some key points include:
- Referrals are the most powerful and least expensive form of marketing. It takes more time and money to acquire new customers than referred customers.
- Asking customers for referrals should be part of the normal closing process. Provide extra business cards and ask them to pass your name along.
- Offering incentives can increase the likelihood a customer will refer others. Incentives can be a discount, gift card, or donation for referrals.
- Analyze why some customers may not provide referrals through surveys. Address any issues to improve customer satisfaction and referrals.
The Ultimate Guide to Customer Loyalty in 2017Margaret Link
For brick-and-mortar businesses, building true customer loyalty is both an art and a science. At Thanx, we're bringing you the stats, tools, and takeaways to help you capture data that grows business through customer loyalty.
Mortgage Choice and You - Stronger TogetherTony Arena
This document provides information about joining Mortgage Choice as a franchisee. Some key points:
- Mortgage Choice is one of the largest and most successful mortgage broker franchises in Australia with over 30 years of experience.
- They offer various support programs and resources to help franchisees build a successful business, including training, marketing support, an online broker platform, and ongoing mentoring.
- Customers trust the Mortgage Choice brand and are satisfied with the transparent "Paid the Same" commission model. The strong brand and high customer satisfaction provide franchisees with business opportunities.
This document outlines a 5-step process for setting up a successful referral campaign. The steps are: 1) Start with your existing customer base. 2) Carefully select ambassadors who are role models and make the invitation personal. 3) Precisely ask ambassadors to share their expertise with their peers in a simple way. 4) Allow ambassadors to broadcast their new status and help peers find you. 5) Reward ambassadors when good referrals come in. The goal is to leverage people's desire to help others and gain status to create a viral referral system.
This document discusses four critical elements of a marketing strategy: brand promise, marketing analytics and automation, referrals, and leadership. It argues that a strong brand promise that is embraced by the entire organization is very important. It also stresses the importance of utilizing analytics of member data to better understand the most profitable members and focus marketing efforts. Developing a referral strategy that encourages existing members to refer others is also recommended. Strong leadership is needed to successfully implement all elements of the marketing strategy.
Customer Retention Strategies for Companies
This 10-page document outlines 9 key strategies for retaining customers: 1) Build trust through relationships using customer data, 2) Leverage customer feedback surveys, 3) Add valuable content consistently to the sales funnel, 4) Serve customers rather than sell to them, 5) Overdeliver on promises, 6) Train customers with educational emails, 7) Improve key performance indicators around customer service like response time and conversion rate, 8) Measure customer lifetime value, 9) Set clear customer expectations. The document emphasizes using customer data and feedback to continuously improve products and services and build long-term trust and loyalty.
The document discusses how traditional short client testimonials are no longer as effective for real estate professionals to use in marketing due to issues like fraudulent reviews. It recommends using in-depth client case studies instead, which tell compelling stories of client experiences and successes to build trust and differentiate professionals. Case studies follow clients from initial meetings through their full real estate process to demonstrate the value provided. The document provides guidance on developing case studies, including identifying featured clients, conducting interviews, editing the case study, getting client approval, and publishing the marketing material.
This webinar discussed how to make customer experience (CX) everyone's responsibility by bringing together disparate customer feedback sources. It highlighted challenges like CX not improving much and organizational silos preventing a unified view. The presenters advocated inventorying all collected feedback, understanding stakeholders, and using customer service data given its value. A case study of MOO described how its CX function established in 2015 uses feedback to drive cultural change, improve processes, and increase metrics like NPS. The webinar emphasized empowering employees, proving value through small wins, and remembering CX requires willingness to change.
If you are selling a service you are selling the invisible. How do you sell that? You are selling a promise of something. As the customer, we are often nervous because before we visit a new doctor, architect or use a new accountant. You are unsure if what they are going to deliver what they appear to promise. We often doesn’t know the cost before we talk with you. There is a lot of unknowns and for us, the potential customers. Even if you sell a product that has features and benefits you usually have a service component and customer experience opportunity. There are no guarantees. However we try and reduce these risks by understanding how much we can trust the service provider and what they deliver.
Service is around building relationships. It is a why of thinking like a customer to ensure you can build a great connection and meet your customers needs.
Health Net aims to become a great customer solutions company by understanding customers' needs and integrating services to solve their problems. The company conducted research finding customers want partners, not just products. This led Health Net to focus on targeting specific customer segments and providing seamless solutions through multiple coordinated services. The company's strategic plan involves improving basic customer service, defining its brand promise around solutions, ensuring competitive products, and boosting efficiency to support integrated customer solutions by 2009.
This document discusses measuring customer satisfaction using Net Promoter Score (NPS). It begins by providing an overview of NPS, noting its promise to deliver results with minimal effort but also acknowledging criticisms of the method. The document then examines using NPS for small and medium enterprises, discussing how to design a customer satisfaction measurement system and integrate it within an organization's management processes. It also reviews previous studies that have criticized NPS, finding it a poor predictor of loyalty and satisfaction. The document concludes by discussing how to properly define customer satisfaction, customers, and quality to develop an effective customer satisfaction measurement approach.
Accountants are transitioning from traditional compliance services to advisory services to maintain revenue and prevent price wars. This requires accountants to position themselves as advisors, build trust with clients, use technology to analyze data and tell compelling stories with numbers. It also means identifying clients' needs, using tools to provide actionable advice, and grading clients to pursue overdue payments. Technology can support advisory work by automating processes and structuring meetings, but soft skills are critical to explain insights to clients and help them improve their businesses.
An overview of the research and best practices for PR firms to use in earning and keeping client relationships for the long term. Prepared for the Central Michigan Chapter of the Public Relations Society of America.
The document discusses the importance of exceptional customer service. It emphasizes that customer satisfaction should be the top priority of any organization and is driven by both hard skills as well as softer interpersonal skills like communication, attitude, and honoring commitments. Strategic customer relationships that focus on meeting and exceeding customer expectations can lead to higher profit margins and business success.
The document provides best practices for referral marketing, including creating a written referral marketing plan, regularly "pinging" your network, instituting a birthday card marketing program, recognizing and thanking people for referrals, having lunch with potential referral sources weekly, incentivizing customers to provide referrals, asking vendors for introductions, and regularly asking clients for referrals using referral cards. It also describes tools for automating referral marketing activities like birthday cards and staying in touch with contacts.
Do you want to offer financing to your customers? This presentation contains what you need to know to get started, and how vendor financing can increase your sales.
Customer Success: The Secret to Subscription Success and the Metrics that MatterGainsight
This document summarizes key metrics and benchmarks for SaaS companies based on a survey by Pacific Crest Securities. It discusses the importance of metrics like lifetime value (LTV), customer acquisition cost (CAC), and churn for SaaS compared to traditional software. The median annual gross dollar churn among respondents was 6% and the median net dollar retention including upsells and expansions was 103%. Benchmark ranges provided for metrics like revenue growth, CAC, and LTV/CAC ratios. The discussion cautions against excessive spending on sales and marketing without regard to LTV and CAC.
6 Crucial Behaviors For Customer Facing Employeesrdturns55
The document discusses six crucial behaviors for customer-facing employees: trust, tact, empathy, conformity, focus, and flexibility. It describes each behavior and explains how people with high and low levels of each behave. It emphasizes the importance of understanding your customers, employees, and matching the right people to jobs through assessments. These assessments can improve customer loyalty, employee performance, and business outcomes.
Real Estate Customer Loyalty Business ModelRahul Gaur
“Customer is King”: Described How we can increase our Sales in Real Estate by putting some efforts in customer loyalty programs which ultimately helps us in increasing word of mouth and better customer servicing.
CCP_Contact_Center_Contribution_to_CEMDavid Howard
The document discusses how contact centers can contribute to customer experience management (CEM) by leveraging customer data and insights. It describes how contact centers have a wealth of customer data that spans interactions across the customer journey. However, data is often siloed by department or channel. The document recommends contact centers map customer journeys, identify key moments that impact satisfaction, and measure beyond surveys to consider operational metrics and customer behaviors. Integrating multichannel data provides a holistic view of the customer experience to help drive customer-centric changes across the organization.
This document provides tips on starting and maintaining an effective customer referral program. Some key points include:
- Referrals are the most powerful and least expensive form of marketing. It takes more time and money to acquire new customers than referred customers.
- Asking customers for referrals should be part of the normal closing process. Provide extra business cards and ask them to pass your name along.
- Offering incentives can increase the likelihood a customer will refer others. Incentives can be a discount, gift card, or donation for referrals.
- Analyze why some customers may not provide referrals through surveys. Address any issues to improve customer satisfaction and referrals.
The Ultimate Guide to Customer Loyalty in 2017Margaret Link
For brick-and-mortar businesses, building true customer loyalty is both an art and a science. At Thanx, we're bringing you the stats, tools, and takeaways to help you capture data that grows business through customer loyalty.
Mortgage Choice and You - Stronger TogetherTony Arena
This document provides information about joining Mortgage Choice as a franchisee. Some key points:
- Mortgage Choice is one of the largest and most successful mortgage broker franchises in Australia with over 30 years of experience.
- They offer various support programs and resources to help franchisees build a successful business, including training, marketing support, an online broker platform, and ongoing mentoring.
- Customers trust the Mortgage Choice brand and are satisfied with the transparent "Paid the Same" commission model. The strong brand and high customer satisfaction provide franchisees with business opportunities.
This document outlines a 5-step process for setting up a successful referral campaign. The steps are: 1) Start with your existing customer base. 2) Carefully select ambassadors who are role models and make the invitation personal. 3) Precisely ask ambassadors to share their expertise with their peers in a simple way. 4) Allow ambassadors to broadcast their new status and help peers find you. 5) Reward ambassadors when good referrals come in. The goal is to leverage people's desire to help others and gain status to create a viral referral system.
This document discusses four critical elements of a marketing strategy: brand promise, marketing analytics and automation, referrals, and leadership. It argues that a strong brand promise that is embraced by the entire organization is very important. It also stresses the importance of utilizing analytics of member data to better understand the most profitable members and focus marketing efforts. Developing a referral strategy that encourages existing members to refer others is also recommended. Strong leadership is needed to successfully implement all elements of the marketing strategy.
Customer Retention Strategies for Companies
This 10-page document outlines 9 key strategies for retaining customers: 1) Build trust through relationships using customer data, 2) Leverage customer feedback surveys, 3) Add valuable content consistently to the sales funnel, 4) Serve customers rather than sell to them, 5) Overdeliver on promises, 6) Train customers with educational emails, 7) Improve key performance indicators around customer service like response time and conversion rate, 8) Measure customer lifetime value, 9) Set clear customer expectations. The document emphasizes using customer data and feedback to continuously improve products and services and build long-term trust and loyalty.
The document discusses how traditional short client testimonials are no longer as effective for real estate professionals to use in marketing due to issues like fraudulent reviews. It recommends using in-depth client case studies instead, which tell compelling stories of client experiences and successes to build trust and differentiate professionals. Case studies follow clients from initial meetings through their full real estate process to demonstrate the value provided. The document provides guidance on developing case studies, including identifying featured clients, conducting interviews, editing the case study, getting client approval, and publishing the marketing material.
The document discusses creating a compelling client proposition. It suggests that clients will expect clear answers about what they are paying for in a more transparent pricing environment post-RDR. A client proposition should explain the services being provided in a way clients understand and demonstrate value. Many advisers currently provide services clients don't need or want. Research shows clients want responsive, personalized service and are willing to pay more for better service. High net worth clients want specialized, independent advice and transparency. An effective proposition must meet rising client expectations.
This document provides seven tips for energizing sales when revenue hits a rut. The tips include reestablishing listening posts to understand customers, announcing special promotions, polishing lead management practices, focusing on fresh ideas, renewing retention campaigns, enhancing giving efforts, and freshening website and marketing content.
Raising the bar new responses to marketing law firmsSarah Bagnall
This document provides advice on modernizing legal practices through improved marketing and client experience. It discusses how the legal market is changing rapidly with new technologies, business models, and client expectations. Traditional law firms need to transform into more agile, strategic, and client-focused businesses. The document emphasizes the importance of putting clients at the heart of everything through excellent client service, measuring client experience, and focusing on emotions rather than just products/services. It also covers different marketing strategies like niche differentiation and measuring various marketing efforts.
Building a "maniacal" customer-centric cultureGenpact Ltd
Client centricity is a stated core value of all enterprises. However, few organizations scientifically build processes to measure it, use it to direct incentives and rewards, and most importantly, leverage it to shape company culture. I call those that do so “maniacally client focused organizations.” The impact of such an approach is sustainable growth driven by stronger client penetration, a state in which client recommendations expand the frontline’s reach and effectiveness, and a more engaged and stable workforce.
Customer experience improvement can—and does— drive bottom-line results. So how can we prove that making customers happier can make you and your shareholders happier too?
This document discusses customer satisfaction and its importance. It defines customer satisfaction as meeting or exceeding customer expectations. Maintaining high levels of customer satisfaction is important for businesses as satisfied customers are more loyal, purchase more, and provide favorable word of mouth advertising. The document outlines factors that influence customer satisfaction like product quality, value, service, and responsiveness to issues. It also discusses methods for measuring customer satisfaction, including surveys, to understand customer expectations and priorities for improvement. The goal is to continually enhance customer service based on feedback.
Microsoft Dynamics partners can generate additional revenue from existing customers by tapping into special techniques to identify opportunities during regular customer interactions. The document discusses strategies that partners have used successfully, such as focusing on getting multiple customers from each company to attend the Convergence conference in order to uncover new opportunities, using a defined onboarding process to set expectations with new customers and make renewals natural, and leveraging tools like the Unleash Your Potential program to have structured conversations with customers to identify additional needs. The best practices in the document aim to help partners grow their revenue through strategic engagement with current customers.
Convincing your CEO to invest in a loyalty programmecolinjones001
This document provides guidance on building a business case to convince a CEO and senior management team to invest in a customer loyalty program. It outlines the benefits of loyalty programs, including retaining valuable customers who spend more and drive revenue. The document recommends a 10 step process to build the case, including proving expected profit impact, using customer data to show growth opportunities, and addressing potential objections. It also suggests running a pilot program to test the concept and demonstrate results before full implementation.
Principles to increase customer loyaltyKHOURY George
The document outlines 7 principles for increasing customer loyalty: 1) Know yourself, 2) Follow the golden rule, 3) Establish personal relationships, 4) Build a reputation for reliability, 5) Deliver first-class customer service, 6) Handle complaints well, and 7) Implement loyalty programs. Each principle is explained with examples of how to apply it, such as conducting market visits, training employees, personalizing interactions, responding quickly to issues, and piloting loyalty program strategies. The overall message is that focusing on customer experience, service, and relationships at every step can create highly satisfied, repeat customers and business growth.
Principles to increase customer loyaltyKHOURY George
This document outlines 7 principles for increasing customer loyalty: 1) Know Yourself, 2) Follow the Golden Rule, 3) Establish Personal Relationships, 4) Build a Reputation for Reliability, 5) Deliver First-Class Customer Service, 6) Handle Complaint Management Well, and 7) Loyalty Programs. For each principle, strategies are provided such as using customer journey maps to understand the customer experience, treating customers the way you want to be treated, personalizing interactions, establishing trust through reliability and responsiveness, and going above and beyond to meet customer needs. The overall message is that understanding customers, building relationships, and delivering excellent service at every step will increase customer loyalty and satisfaction.
The document provides guidance on convincing a CEO to invest in a customer loyalty program. It outlines the benefits of loyalty programs, including retaining valuable customers who spend more and refer others. The document then gives a 10 step process to build a business case, including proving expected profit increases, using customer data to show growth opportunities, and addressing potential objections. It also recommends running a pilot program to test the concept. The conclusion presents a quick pitch focusing on using data to measure success and showcasing examples of loyalty programs that increased profits.
The document discusses customer centricity and its importance for businesses. It defines different types of customers - satisfied customers provide referrals but few in number, while delighted customers provide many referrals and are loyal assets. Dissatisfied customers can severely damage businesses. The document emphasizes that customer satisfaction should be a top priority for management and all employees to drive business growth. It provides methods to estimate customer lifetime value and use customer insight for new product development.
The document outlines 12 common reasons why agencies lose proposals when trying to win new business. It discusses how agencies often treat proposals as a first step in the sales process rather than a final confirmation of discussions. Key reasons for losing proposals include focusing on costs rather than value, not properly qualifying prospects, failing to develop relationships with prospects, not acting like a true partner, using the wrong pricing framing, not having a standardized process, poor expectations setting, lack of follow up persistence, lack of credibility in proposals, and not challenging clients' assumptions about what they need. The document provides advice on how agencies can improve their proposal success rate by addressing these common shortcomings.
Customer Experience -- Type of measurement system sNileshJajoo2
NPS , CES , CLV , CSAT ,Churn , Repeat/Reopen , Churn Rate
2) Customer Experience v/s Customer Satisfaction?
3) Drivers for Customer Experience
4) Case Study ( Customer Experience Training for TfL)
5) What customer value most in their customer experience?
6) Customer Experience Value Tree
7) Improve Customer Experience for e-Commerce --
Delight your customer , Surprise your Shoppers , Build a community , Up your social media game , Follow an Impactful strategy , Deliver an Omni Channel Customer Experience , Personalize Customer Experience
8) Process Drivers for Continuous Service Improvement
9) Customer Experience Vision
Customer Loyalty
Customer Experience
What Is Net Promoter System?
Customer Satisfaction Score (CSAT)
Customer Effort Score (CES)
CSAT v/s CES v/s NPS
Customer Lifetime Value (CLV)
How Do You Measure CLV?
Customer revenue minus the costs of acquiring and serving the customer = CLV
Customer Churn Rate
First Contact Resolution (FCR)
Customer Service v/s Customer Experience
Drivers for Customer Experience
Hello London: Customer Experience Training for TfL
What customer value most in their customer experience:-
Prices and Quality remain top of mind for customers as they make purchasing choices. But when customer think about their interactions, positive experience influences purchasing decision in almost every industry. Ecommerce (78%) , HealthCare (82%) , Banking (75%) , Restaurants & Food (76%) , and Telecom (63%)
Delight your customers:-
Surprise your Shoppers :-
Build a community :-
Up your social media game :-
Follow an Impactful strategy :-
Deliver an Omi channel Customer Experience :-
Personalize Customer Experience :-
Common Service Language
Engaging Service Vision
Service Staff Recruitment
New staff orientation
Service Communications
Service Reorganizations & Rewards
Voice of Customer
Service Measure and Metric
Service Improvement Process
Service recovery & Guarantee
Service Benchmarking
Service Role Modeling
Continuous Service Improvement
Continuous Service Improvement
What Is Net Promoter System?
NPS stands for Net Promoter Score. An easy way to define NPS is to think of it as a growth indicator. After all, it’s a customer satisfaction metric that helps you find out:
• How satisfied consumers are with your products/services;
• How loyal they are to your brand;
• How likely customers are to recommend your company to others
At the same time, you can also use this metric to predict your customer churn rate, and find out which clients
require an extra boost to become loyal.
CES stands for Customer Effort Score. A good CES definition outlines it as a metric that’s used to measure customer satisfaction levels by focusing on the efforts customers make to interact with your business’ services and products.
The idea is for the survey to help you find out if customers have a hard time performing certain actions when interacting with your brand, and take the necessary actions acc
What is the Difference Between Customer Experience and Customer Service?
Customer service is the direct one-to-one support that you offer to customers before, during, and after they purchase a product or service, and represents one small part of the full customer journey.
By contrast, customer experience encompasses all the interactions that they have with your brand.
The document discusses customer expectations and satisfaction. It states that customers expect certain things from businesses and those that can identify and meet customer expectations will have the highest levels of customer satisfaction. It also notes that customer expectations are dynamic and can change based on various factors. The key to customer satisfaction is meeting or exceeding their expectations through good customer service. The document provides some common customer expectations like fast and friendly service as well as tips for identifying specific customer expectations through surveys. Meeting expectations leads to benefits like loyal customers, increased sales, and more referrals.
Why are you networking? As in anything in life, people tend to be more effective and enthusiastic when they understand why they are doing things.
I believe the fundamental reason we give up our precious time to attend business-related events is to spot the ‘ahaa moment’.
It’s that moment when someone says something and you think…
This document provides information and advice about planning for end-of-life arrangements and funeral costs. It discusses the importance of completing advance directives, appointing powers of attorney, writing a will, and designating an agent for body disposition. It outlines common disposition options like burial, cremation, and organ/tissue donation. Funeral planning details are also addressed, such as service type and participants. The document warns that many people are uninformed about death costs and processes, leaving them vulnerable when making expensive purchases from funeral homes operating as businesses. Specific funeral costs are listed, which can easily exceed $10,000. The document advises consumers to be aware of their legal rights regarding pricing and services. It suggests advance planning and
guys get the most from your testimonialsGUY FLEMMING
Customers testimonials help establish trust because they come from someone who has direct experience with your product. Thanks to the heavy hands of marketers, consumers place more trust in testimonials than they do in most other marketing messages. They believe that the average person is “like them” and isn’t offering the recommendation with an ulterior motive, which is what makes them incredibly powerful. Asking your customers to submit a testimonial to your Web site doesn’t have to be a painful process. In fact, you should be working several natural ways into everyday business.
Download blank copies of the GET CLIENTS NOW! Action Worksheet and Tracking Worksheet to plan your own 28-day program. Worksheets are available as PDFs you can print or e-versions you can complete on your computer and save.
Lessons from the coffee shop to boost sales and seal dealsGUY FLEMMING
Steve spent 40 years in successful sales and now shares his expertise at a local coffee shop. His secret to sales success is to "ask for the order" but also "let me tell you a story" - storytelling creates an emotional connection that makes "the ask" more personal and relevant. The author advocates using stories, examples, and anecdotes to engage listeners and explain how products and services help people in a way that resonates emotionally rather than just listing attributes. Some strategies discussed include asking "so what" to explain significance, putting information in context with analogies, speaking with confidence, tailoring the message to the audience, and being fully present when communicating.
The document introduces a 9 step template for creating boundaries to find more time and recharge energy. It discusses boundaries as a way to keep priorities in the "basket" of time by limiting less important demands. The template then provides steps to establish internal boundaries like limiting catalog reading, with suggestions to structure environment, reward progress, and check in on adjustments over time.
Five strategies to acquire new ideal clients in a tough economyGUY FLEMMING
It is our sense that there has never been a better time to be in professional services. While budgets are tight and clients and prospects scrutinize every project for value, there have never been more buyers of professional services who are this open to new providers.
Michael Port outlines how to effectively offer free initial sessions to potential clients in order to convert more of them to paying customers. He describes offering a 20-minute "Laser Coaching Session" to people who completed the first two lessons of a 7-part email course. Several criteria had to be met to qualify for the free session, including scheduling through a public calendar with limited availability. Over 65% of people who had a free session became paying clients. The remaining 35% generated more business through referrals. When done strategically with clear expectations, free initial sessions can enhance reputation and help convert more leads into customers.
The Art Of Building Mutually Beneficial RelationshipsGUY FLEMMING
It is early morning at a business conference where attendees from different industries have gathered to find clients, investments, and jobs. As the conference starts, it is important to prepare your name tag, breath mint, and enter the room to skillfully build relationships that are mutually beneficial through networking.
Here are the key points from the chapter:
1. A converged strategy utilizes both online and offline marketing tactics.
2. Traditional networking involves face-to-face interactions while social networking leverages online connections.
3. The most effective converged strategies merge traditional and social networking by using online connections to enhance offline relationships and vice versa. This provides more touchpoints for customers.
4. A converged strategy should get customers to the know, like, trust, buy stages through both online and offline interactions. Technology can facilitate these connections but personal touches are also important.
5. The goal is to make the customer experience seamless whether they interact with the business online or offline. This consistency and convenience promotes referrals.
The document provides instructions for a LinkedIn user to complete their profile. It lists several sections of the LinkedIn profile that need updates, including the headline, web links, contacts, summary, specialties, experience, groups, answers, introductions, recommendations, status updates, and email signature. The user is prompted to provide details for each section, such as creating a new headline that describes what they do and who they serve, listing their top 3 web links, importing contacts, rewriting their summary, and more.
This document provides Keith Ferrazzi's guide to hosting a successful holiday dinner party. Some of the key points discussed include:
- Creating a theme for the party can help pull together the food and atmosphere. The theme could be based on a recipe, dress code, or type of cuisine.
- Keep the guest list manageable at 6-10 people and invite a few more in case some can't make it. Mix familiar guests with one or two new people.
- Send invitations at least a month in advance so people have time to plan. This also allows the host to know who is coming.
- Keep the food simple by making one large dish that can be prepared ahead of time
The document provides tips for gaining access to VIPs and influential people. It discusses preparing yourself with confidence and knowing your value proposition. It describes scenarios for bypassing "situational gatekeepers", including dressing the part, planning your approach, and keeping a respectful demeanor. Tactics are suggested for managing "permanent gatekeepers" like administrative assistants, such as building rapport, following up politely, acknowledging their role, and adding value to their life. Community tips recommend sending advance notes, treating gatekeepers respectfully, and befriending them as potential future contacts.
This document is a planning booklet to help attendees maximize their success at conferences. It provides sections to help with pre-conference preparation, an in-conference schedule and game plan, tips for peak performance, and post-conference follow up strategies. The overall goal is to help attendees get the most value from their conference experience by strategically networking, gathering information, and building new connections that can help them achieve their professional goals.
The document provides tips for maximizing networking at conferences and industry events. It recommends expanding your search for niche events to differentiate yourself, clarifying your goals beforehand, focusing discussions on others' interests rather than selling, getting the right people to approach you by introducing yourself during Q&A sessions, and leveraging conference organizers' help to meet your objectives. The key takeaway is that preparation, clear goals, active listening, and strategic introductions can lead to high-impact connections.
- JV giveaways are events where marketers contribute digital products like ebooks or reports to be given away for free in exchange for subscribers. Visitors opt-in to the individual marketers' lists to download the gifts.
- To join as a contributor, you need your own mailing list of at least 1,000 subscribers, a quality digital product to contribute, an autoresponder, and a squeeze page to capture leads.
- It's important to identify quality JV giveaway events by looking for cooperative partners, reputable partners participating, a trusted and responsible host, an established reputation, and all partners being from the same niche. Events should also be of limited time duration.
The document provides 7 tips for surviving a tradeshow: 1) Wear a name badge to help break the ice when shaking hands. 2) Smile at people as most will smile back. 3) Keep your booth neat to make a good professional impression. 4) Don't eat or drink in your booth to avoid spills. 5) Don't sit behind a desk as it creates a barrier; stand or use a tall stool. 6) Know your objectives such as contacts or sales goals. 7) Listen more than talk and ask open-ended questions to learn about others.
The concept of reaching out to others for support isn’t
about changing who you are. It’s about enlisting the help
and advice of others to help you become who you can be.
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Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
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Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
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buy old yahoo accounts buy yahoo accountsSusan Laney
As a business owner, I understand the importance of having a strong online presence and leveraging various digital platforms to reach and engage with your target audience. One often overlooked yet highly valuable asset in this regard is the humble Yahoo account. While many may perceive Yahoo as a relic of the past, the truth is that these accounts still hold immense potential for businesses of all sizes.
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
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The structural design process is explained: Follow our step-by-step guide to understand building design intricacies and ensure structural integrity. Learn how to build wonderful buildings with the help of our detailed information. Learn how to create structures with durability and reliability and also gain insights on ways of managing structures.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.