B2B CX STATS

It's high time to check if your Customers want to stay with you.


#B2BCXSTATS #CustomerCentricity #CustomerExperience #CXReview

How to Make Your Marketing 100% Customer-Centric | 10 Simple Tips

Customer-centric marketing is based on: 

BASIS

1. CUSTOMERS FIRST
 
Don’t take this as a boring formality.
Customer centricity has a deep impact on the marketing strategy and its attitude towards Customer issues 


2. CUSTOMER EXPERIENCE IS #1 PRIORITY
 
Be guided by this obvious but key notion.
Transform your marketing activity to one that is focused on enabling everyone to think and act in the interest of the Customer 


3. MEANINGFUL AND SIGNIFICANT WORDS
 
For all your messages use clear words representing your operating principles and your position you stand for.
Don’t be banal or hackneyed 


ACTUAL MARKETING

4. INBOUND MARKETING
 
Inbound marketing may be the most important marketing tool today. Use it to build a strong relationship with your Customers at every stage of their journey 


5. INSIGHT-DRIVEN MARKETING
 
Focus on simple insights about Customers.
Make sure your marketers can tie together your marketing campaigns and a few simple insights about the people your company interacts with 


6. ADVOCATE MARKETING
 
Give your customers an awesome experience with your business and get referrals.
This is a more effective way to promote the company than other forms of incentives and affiliate programs

 
TOOLS AND TECHNIQUES

7. PERSONALIZATION
 
Deliver personalized experiences to your Customers. 
Give them more relevant content and let the company know more about them during socials’ interactions


8. ENGAGING CONTENT
 
Provide your Customers more engaging content.
Include interactive quizzes, surveys, and training to keep people clicking, pressing, swiping and sharing information


9. SOCIALS
 
Involve extensive Socials to post and to share your marketing messages.
Make sure your messages are accompanied by the ability to have short in-the-moment conversations 


10. GROWTH ENGINEERING
 
Make things easier for people to interact with you.
Involve software developers to create top digital experiences, automated marketing processes and interactive content

#10SimpleTips #Howto #CXBestPractices #CustomerCentricity #CustomerExperience #Marketing #CXReview

CX WEEKLY | Ego / Product / Techno / Customer Centricity Cases

No comments...

#CXWeekly #CustomerExperience #CXReview

SALES = PASSION??? From the Notes of a Sales Manager…

I took a long pause, before writing this one…

Ooops…

Apologies Ladies and Gentleman for not having introduced myself. My name is Alexey, and I would be more than pleased to address this article to people, who are decision makers and team leaders in Sales.

I am a young B2B Sales Manager (with an extensive Sales experience, which amounts more than 7 years for now) and the issues I am to raise in this small article are closely tied to one of the words, I had already mentioned in the beginning of this sentence – the word “Sales”.

The first association which arises in my mind, when I hear the word “Sales” is PASSION. You can’t work in Sales without having Passion. It is Passion, which drives you wild and pushes you to overcome your limits. I know, some of you might not agree with me, but still my point of view would be the following – You CAN’T SELL EFFICIENTLY without PASSION inside of you!)

Every company is willing to take on board those employees, who are SELF-MOTIVATED, GOAL-DRIVEN (RESULT-ORIENTED), PROACTIVE, READY TO PRODUCE…

All these words are far too familiar to each and any HR manager on the planet Earth) But, if you take a more closer look to each such expression, you will realize that it is PASSION which is underneath it’s basic meaning.

Having PASSION is not just having a wish or a dream, it is something more specific and detailed.

PASSION is all about LOVE.

LOVE, which brings you to the seventh sky and puts you in front of your competitors. 

LOVE, which increases your company’s revenue level day by day.

It is LOVE which should bring you to your working desk and help you succeed.

Without feeling this LOVE inside of you, without having PASSION to sell – you are doomed.  90% of Sales Managers, which have no PASSION to sell – give up the deals to those who does.

So now Ladies and Gentlemen please do ask yourself – DO YOUR EMPLOYEES HAVE PASSION AND LOVE TO SUCCEED IN THEIR DAILY SALES LIFE? DO THEY LOVE THEIR JOB IN SALES? DO THEY HAVE PASSION TO SELL?

If the answers to all three questions are YES – then you have done the right choice by selecting your Sales team members)

If the answers are mostly NO – maybe you should consider some other options to upgrade your Sales activity. MYSTERY SHOPPING B2B might be one of your options)

Sincerely yours,

Alexey

P.S. Apologies for my rigidity and integrity, but it is my experience, which brought me to the points raised above. Be well and Good Luck!!!

#B2BSalesPractice #CXBestPractices #CXReview

B2B CX STATS

It's high time to check your Customer centricity and to maximize your ROI.


#B2BCXSTATS #CustomerCentricity #CXReview

HR EDITION | How to Provide Customer-Centric Sales Trainings | 10 Simple Tips

A Customer-centric sales training is made of…

INITIAL DATA

1. BUSINESS GOAL

Don’t provide training if it’s not clear why you’re doing it. 
Business goals include things like increasing revenue and efficiency or decreasing costs and waste.

2. TASKS

Identify the performance gap between what your employees can do now, and what they must be able to do. 
The tasks will be to fill this gap.

3. CHARACTERISTICS

Determine the training’s features that will be most effective for the employees. Do they like computer-based or instructor-led training, do they learn better from reading, listening, or doing…

4. INITIAL LEVEL

Group your employees to offer suitable options. 
There are different levels of achievement in each area like beginner, intermediate, advanced.

5. TRAINING ACTIVITIES

Specify the training activities that will help employees to do their tasks. 
They may include explanations, demonstrations, workshops, hands-on practice etc.

6. COACHES, TRAINERS, INSTRUCTORS…

Find the best approach for your trainee. 
Different pieces of training need different solutions such as internal instructors, external coaches or their combination.

CONTENT

7. SALES SKILLS SECTION

Create your main training section. 
This section may include sales methodology, the psychology of sales, objection handling, pre-call planning, meeting and demo best practices, targeting customer profile…

8. PRODUCT SECTION

Draw up your product section. 
It may contain the origin story of the product, features, benefits, the target market, value for customers, the key business cases, competitor landscape…

9. SYSTEMS/PROCESSES SECTION

Discover the nitty gritty of the sales process. 
This section may include sales process through the funnel, CRM data entry, use of the technology stack, executing a proof of concept, onboarding a new customer…

FINAL DATA

10. TRAINING’S EVALUATION

Evaluate the effectiveness of the training. 
Do it at four different levels: employees’ reaction to training, employees’ testing, employee’s post-training job behavior, quantifiable business results.

#10SimpleTips #Howto #CXBestPractices #SalesTrainingsB2B #CXReview #HRedition

B2B CX STATS

#B2BCXSTATS #CustomerCentricity #CXReview

B2B CX STATS

#B2BCXSTATS #CustomerCentricity #CXReview

How to Handle Complaints in the Customer Centric Way | 10 Simple Tips

The Customer-centric handling of complaints is based on... 

1. ACCESSIBILITY

Provide details about your complaint handling process ensuring easy-to-use ways to make a complaint. 
Make sure your information about how and where to complain is well accessible.

2. THE BEST PRACTICE

Improve continually your complaint handling system and involve skilled and trained staff. 
Make sure you handle complaints in a manner which is objective, fair, and Customer centric.

3. WITHOUT INTERRUPTION (for meetings and calls)

Let the Customer voice their complaint without interruption. 
Use this time as your chance to identify what it is they are really dissatisfied with.

4. CONSIDERING DETAILS (for written messages)

Give the Customers’ message your full focus. 
Try to understand what is described and to reveal the hidden details about their complaints.

5. NOT ABOUT YOU

Under no circumstance don't let your staff take a complaint personally. 
Any emotional follow-ups will increase tension and complicate the issues. 

6. SORRY!

Don’t underestimate the importance of an apology. 
You won’t lose dignity by making the Customer feel that you understand their frustration.

7. IN ORDER OF URGENCY

Acknowledge the complaint promptly. 
Let your staff handle complaints in order of urgency and inform colleagues of any target timelines for resolving complaints.

8. SUITABLE SOLUTIONS

Enable mechanisms for finding the appropriate remedies to be provided. 
Make sure your staff can give reasons for suitable solutions and are authorized to provide them.

9. THANK YOU LETTER

Almost 70% of Customers leave companies believing they don’t care about them. 
Make Customers feel important by sending a thank you letter after all is settled.

10. LEARNING FROM COMPLAINTS

Foster a culture of learning from your complaints. 
There’s no better way to collect direct feedback from your Customers and improve your product, service, and CX you provide.


#10SimpleTips #Howto #CXBestPractices #ComplaintHandling #CXReview#CustomerCentricity #CustomerExperience

How to Boost Your Team/Company's Creativity | 10 Simple Tips

Team/Company's Creativity is based on...

1. DIVERSE TEAM

Build a diverse team. People from different backgrounds improve your company’s different perspectives to the decision-making process. 

2. GROUP THINKING

Promote group thinking and group problem-solving.
Creativity requires "thinking outside the box" and taking viewpoints we don't ordinarily consider. 

3. IN-PERSON RELATIONSHIPS

Encourage in-person relationships of your employees.
In-person interaction is important for building business relationships. 

4. NON-COMPANY CONTACTS

Let your staff leverage non-company contacts.
These contacts can bring your important information or become your best business partners. 

5. CONSTANT LEARNING

Give your staff a chance to learn constantly.
Employees will put their new skills into practice and bring more results. 

6. INSPIRED WORKSPACE

Build an inspired workspace with creating thinking throughout your company.
It all starts with the inspired workspace.

7. FREE VOICING

Let people voice what they feel and freely share their ideas.
One of these ideas can advance your business, another can bring millions to your company… 

8. AUTONOMY & RESPONSIBILITY

Grant autonomy and inspire responsibility.
This creates an atmosphere of resourcefulness and scrappiness that strongly supports creativity. 

9. VICTORY CELEBRATIONS

Celebrate every victory of the team together.
Every victory, large or small, unites the team and encourage everyone to reach new goals. 

10. NO BUREAUCRACY

Banish bureaucracy and form small nimble teams.
They can make decisions and execute tasks in a very short time.


#10SimpleTips #Howto #Creativity #CXReview #Customer Centricity #CustomerExperience