Forming strong customer bonds - Part 2
Posted 11-30-2008 at 03:08 PM by awesometbn
Adding social benefits
Do you have customers or clients? Here's a hint, you want to move in the direction of developing individual and personalized relationships with clients. Turn your customers en mass into clients. Consider for a moment the role of a dedicated Account Manager. They serve a limited list of clients, anticipating their needs, and giving them each the attention they deserve. Where customers are served by anyone who is available, clients are served by the professionals assigned to them.
What are some social actions that affect buyer-seller relationships? Here are just a few of the "good vs bad actions" that you need to be aware of:
- Use the telephone instead of using correspondence. Make it personal by reaching out and making contact.
- Actually initiate positive phone calls instead of only making callbacks. To go along with this point is giving out your direct line instead of the switchboard or general voicemail. Do not make it difficult for the client to reach you.
- Show appreciation instead of waiting for misunderstandings. Take every opportunity that comes along to praise the client and let them know how much they mean to your business. Besides the client hearing your positive attitude they are also getting more detailed information about your business process.
- Make service suggestions instead of waiting for service requests. This reminds me of the automobile service manual that has the preprinted maintenance schedule. For your own business process you could reach out to your clients when you know a service event is approaching. How? Because you know a lot of information about your client and their needs. You are not blind to their progress in your product lifecycle.
There's a lot more to say about this topic. If you thought this was going to be a talk about social networks, you're not that far off. You can use modern technology to connect on a more personal level with your clients. For example, sending twitter messages, or creating and monitoring company pages on Facebook and LinkedIn and MySpace. Please use the comment section below so we can find out what you think about social benefits. Next in the miniseries is the last part where we discuss adding structural ties.
Do you have customers or clients? Here's a hint, you want to move in the direction of developing individual and personalized relationships with clients. Turn your customers en mass into clients. Consider for a moment the role of a dedicated Account Manager. They serve a limited list of clients, anticipating their needs, and giving them each the attention they deserve. Where customers are served by anyone who is available, clients are served by the professionals assigned to them.
What are some social actions that affect buyer-seller relationships? Here are just a few of the "good vs bad actions" that you need to be aware of:
- Use the telephone instead of using correspondence. Make it personal by reaching out and making contact.
- Actually initiate positive phone calls instead of only making callbacks. To go along with this point is giving out your direct line instead of the switchboard or general voicemail. Do not make it difficult for the client to reach you.
- Show appreciation instead of waiting for misunderstandings. Take every opportunity that comes along to praise the client and let them know how much they mean to your business. Besides the client hearing your positive attitude they are also getting more detailed information about your business process.
- Make service suggestions instead of waiting for service requests. This reminds me of the automobile service manual that has the preprinted maintenance schedule. For your own business process you could reach out to your clients when you know a service event is approaching. How? Because you know a lot of information about your client and their needs. You are not blind to their progress in your product lifecycle.
There's a lot more to say about this topic. If you thought this was going to be a talk about social networks, you're not that far off. You can use modern technology to connect on a more personal level with your clients. For example, sending twitter messages, or creating and monitoring company pages on Facebook and LinkedIn and MySpace. Please use the comment section below so we can find out what you think about social benefits. Next in the miniseries is the last part where we discuss adding structural ties.
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