Customer/Client Retention

3 Ways To Become Indispensable To Your Customer

When we ask buyers what makes them purchase from particular suppliers, the answers can range from great prices to great value to great people and many others. But some reasons always seem to float to the top of the list, and when you see them they appear common sense. Unfortunately, the sense needed for this isn’t that common. So, here…

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3 Great Ideas On How To Build & Establish Your Brand

One of the most precious assets that a company possesses is the quality of their brand. A great brand image can drive sales onward and upward; a lesser image can ultimately destroy a brand’s presence and present. It’s people that make the brand. How customers are treated or served can improve or destroy an image in the customer’s mind, so…

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4 Simple Steps To Build A Strong & Loyal Customer Base

Most of us would agree that it costs considerably more to get a new customer than to maintain a loyal one. So, it follows that customer retention must be a major component of an effective marketing strategy and that’s especially true for your business. From least desirable to most desirable on the customer-relationship continuum, the sequence is: “new” to “repeat”…

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5 Ways That Your Rapport Building Is Destroying Your Buyer’s Trust

You will have heard how important it is to build rapport with a buyer and gain their trust. If it doesn’t exist, it’s unlikely you’ll get very far with building a relationship. One definition of rapport is: a state of harmonious understanding with another individual or group that enables greater and easier communication. This harmony is important because without it…

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This Is Why Customer Experience Is WAY More Important Than Your Product

Harvard Business Review (HBR) discussed an interesting concept recently (Sept 2016) where they were comparing what customers actually buy and what sellers offer to sell. Of course, people don’t buy the product for what it is (hence features and advantages are becoming less salient to consumers) but they do buy what it will help the customer to accomplish. For instance,…

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Why ALL Sales People Should Focus On Customer Centric Selling

Now and again, a new concept is discussed that takes sales into a new dimension. Many are reworks of familiar and rapidly-evolving ideas, and some take sales onto a new plane that deserves contemplation and further development. I’ve been reading a book recently that I believe can help you achieve more by getting inside the minds of customers and connecting…

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5 Quick Tips On Building Better, Long-Term Client Relationships

We all know that partnering with a client’s business helps you to establish long-terms relationships, often provides improved profit opportunities and adds value at every touchpoint you have with the buyer’s company. It offers and delivers results you simply wouldn’t achieve at a more shallow level. What is it, then, that makes businesses open their inner sanctum to you and…

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Here’s Why Customer Satisfaction Is WORTHLESS

I’ve just finished reading Jeff Gitomer’s book “Customer Satisfaction is Worthless, Customer Loyalty is Priceless” and I’d really recommend you get a copy if you’re in customer service. It offers some interesting insights into service and some great stories that resonate in many areas. It got me thinking as to why I’m loyal to some companies and not to others….

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2 Key Components In Building Unbreakable Customer Loyalty

When we ask clients why they buy services, we naturally get a wealth of information that allows us to pinpoint the very things we need to do to gain their business. Not only that, it creates touchpoints for us to follow for when we want to maintain loyalty. Yes, we might get business from clients when we offer great value…

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How To Bond With Your New Client Just After The Close

In sales, our natural goal is to make as many people or businesses as we can more successful or profitable than they are currently. That’s the bottom line…it cements the long-term relationship with the new client and makes it a no-brainer that they should continue to do business with us. So what should you do when you have secured commitment…

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