Business developers know that good customer relationships lead to business growth, but with so much information bombarding you, where should you set your attention?
Focus on The Six Laws of Customer Experience, as created by industry authority Bruce Temkin.
Temkin writes that the principles he outlines are “fundamental truths that define how organizations treat customers.”
Anyone dealing with customers should not just know these laws, but live by them.
Previous article Law #1:...
Yesterday’s blog discussed Law #1: Every Action Creates A Personal Reaction.
Recently when Carlie and I were on vacation in Alaska we sat across from a younger couple who were also enjoying the whale-watching tour. They appeared stylishly dressed, newly married and were taking pictures of every whale diving in the pod.
On one dive a whale nearly hit our boat and in their excitement the young couple spoke in a language very unfamiliar to me.
I’ve thought about this incident, realizing that I had no idea what the couple had said in their excitement. Although I didn’t understand, the man and woman shared a common bond with the language they spoke. Briefly, I felt like an outsider. This became more evident as the captain lowered a microphone into the water and we listened to the...
Last week's blog underscored the importance of customer relations managers living by The Six Laws of Customer Experience, as created by industry leader Bruce Temkin:
Anyone dealing with customers should not just know these laws, but live by them. Treat them as sacred, similar to the way you would view other guiding ethics such as the golden rule.
Customer Experience Law #1: Every Interaction Creates A Personal Reaction.
The key word in this rule is “personal.” Each individual customer will respond in his or her own, individual way to your actions.
While you cannot predict every single response, you can improve...
Where to Begin and End: With the Six Laws for better Customer Relations
We all know that customer relationship matters, but with all the competing thoughts about how to relate to customers, where does one begin with servicing customers well on the one hand, yet serving the company competently on the other hand?
First of all, remember that what you do for the customer, you also do for the business. If a customer’s experience is positive, then score one for the business, also.
Once you realize that good customer relations equals good business development, cling to these, Six Laws of Customer Experience as created by industry authority Bruce Temkin.
Temkin writes that these six laws are “fundamental truths that define how organizations treat...
When we get a phone call with a new prospect inquiring about contact or customer management one of the first statements we hear is "I want to organize all our business data about a contact, customer, prospects and companies, but we can't figure out how to neatly compile it from all the different places and different applications." After a few minutes we find that they may have contact names in trade show lists, various Outlook contact address books, their accounting system like QuickBooks or multiple spreadsheets.
This is a "red flag" and a business scenario that signifies a need for a contact and customer relationship management system.
Compiling contact and customer data "under one roof" saves hours of wasted time for millions of contact and customer management users. It eliminates potential errors and the need to perform duplicate...
11 Simple Ways Business to Business Companies Can Be More Social Today. Full Hubspot Inbound Markeing blog article, here.
When making the transition from traditional to online and social media marketing, B2B companies will need to make major and minor changes to their marketing strategy and tactics. While the major changes are important, sometimes it can feel like the company is not making any progress in becoming more “social.”
So while, as a marketing department, you are making major changes like CRM integrations, lead collection systems, etc., consider making some of these simple changes as well to become instantly more social.
The HubSpot Inbound mareting article ...
When your business is small, alignment is easy. Everyone is on the same page. Your staff isn’t that big, and they’re all on board because they share your vision. They are excited to be involved, and they’re having fun.
Alignment has occurred.
You all want to increase your success, and you work hard together to make that happen. You hire more people, and that’s when the alignment of vision starts to deteriorate. Managers and their teams can hunker down, watching out exclusively for their own agendas and losing sight of their place in the whole. This may challenge senior management’s earlier strong sense of purpose, setting the whole organization up for lack of direction.
What are you to do? Should you back up, backing away from Predictable Success? Some do, but is that really what you want? There is a way to re-align and...
I always remember a statement by Sir Isaac Newton, the man who developed the principles of universal gravitation. He is quoted as saying, "If I have seen further than others, it is by standing upon the shoulders of giants."
In his book, "Borrowing Brilliance: The Six Steps to Business Innovation by Building on the Ideas of Others," David Murray states, "An idea is a solution to a problem..... A brilliant one is a really, really creative one, one that's better than any other solution..."
You can find more about the book at www.borrowingbrilliance.com.
So what are his Six Steps? Here are some excerpts:
Step One: Defining
Define the problem you’re trying to solve. A creative idea is the solution to a problem. How you define the problem will determine how you solve it. Mistakes result from solving too...
As we coach entrepreneurs and the implemention of Customer Relationship Management systems, we always help clients consider the role of "change." A key factor for success is to readily adapt to changes in business and life in general. Change produces education, which throughout life provides knowledge. That made me think about...
What Knowledge can provide:
How to interact with others
How to solve problems
How to succeed in planning
How to modify behavior- yours and others
How to find and act upon an opportunity
How to make and keep money
How to learn more effectively and efficiently
How to feel good about yourself
How to stay committed
"How do I..." is not the first question you need to answer if you want to improve your marketing.
Sure, we hear it all the time from entrepreneurs we help. But we always counsel business owners to first define and clarify their Why's and What's. Once that's done, then we tackle the "How do I ...." questions. And there are plenty of them.
Hopefully you know why and what you're marketing. That being a given, which of these "How" questions do you have?
29+ Questions to Answer to Make Better Decisions & Accelerate...
