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Customer Alchemy – Creating Better Customer Relationships
Guest articles > Customer Alchemy – Creating Better Customer Relationships
by: Drew Stevens
While conducting a recent workshop one of the participants asked me about trends that I see. I informed the audience that we are in an age where customer-to-customer influences mean everything. With the use of the Internet with its spontaneous method of instant communication, customers quickly inform others about the good bad or indifference about products and services.
To that end, it is vital for all organizations (profit and non-profit) to engage more frequently in customer service. Service is as much a part of the marketing and branding process as sales, in fact it might be even more important. The reason is that we are in a service-based economy. What that means to organizations is a need to constantly engage clients so their equity speaks well of your business to promote your brand. In an age of connectivity brand helps visibility as well as revenue vitality.
Organizations then need to ensure the following:
Improving customer loyalty helps costs. Loyal customers generate more revenue. Loyal customers with more experience with your brand typically will be more efficient to service. For customers returning again and again there will be a history of working together and understanding expectations and procedures that simply makes doing business together easier.
Yet loyalty cannot occur unless there is proper customer service. Service must be culturally embedded in the organization. It must be the walk and talk of your company and it must be the reasons why it exists. See it from your customer’s eyes so that you can create enough chemistry using the organizations best ingredients.
© 2011. Drew J Stevens PhD. All rights reserved.
Drew Stevens Ph.D. President of Stevens Consulting Group is one of those very rare sales management and business development experts with not only 28 years of true sales experience but advanced degrees in sales productivity. Not many can make such as claim. Drew works with sales managers and their direct reports to create more customer centric relationships that dramatically drive new revenues and new clients. He is the author of Split Second Selling and the founder and coordinator of the Sales Leadership Program at Saint Louis University. Contact him today at 877-391-6821.
Contributor: Drew Stevens
Published here on: 17-Jul-11