I personally have had a beef with the idea of “Customer Service” for years now. In the past, I’ve been known to argue that we should be “selling” not “servicing” our customers.
Now before you close your browser, hang out and get curious for a bit…
As a customer, I would like to think that I know less about the solution than you do. I would also like to think you know more about the problem than I do.
Customer Service is; Solving the problem the customer thinks they have
Customer Sales is; Solving the problem the customer thinks they have, as well as the one they didn’t know they had
If you really want to add value, you don’t simply “serve” the customer. That particular function I believe is reserved for McDonalds…or the Coles Checkout.
You educate, inspire and compel your customer to solve their problem with your product or service.
That requires an intelligent, curious, heart felt experience.
| Customer Service | Customer Experience |
| Starts when Customer chooses to buy/contact your product/service | Starts when Customer becomes first aware of your product/service creating a loyal bond with the brand |
| Ends when they’ve bought/finished contact | Ends…ideally never, but when they stop buying/being a customer |
| Reactive – revolves around waiting for the competition or your customer to act | Proactive – revolves around being a step ahead of the competition and your customers needs |
| Focus: Helping, doing the work | Focus: Creating an Impression, helping & doing the work is inevitable – it’s HOW you go about it |
The good news is that far too many organisations are focused on customer service (still) and this leaves an awesome opportunity for the rest of us who are far more pro-active to win the hearts and minds of our customers for life 🙂
HOW?
Begin with the Brand – what does your brand say about you? This is the very first experience a client will have…how does it make them feel?
Next – your Marketing & Sales. What message does your sales & marketing strategy portray? Is it aligned with your customers needs? Or is it about you?
Then – Delivery. Are you delivering an AMAZING customer EXPERIENCE?
AND – Nuturing. How do you continue to engage with your customer to ensure they come back again and again?
Beginning with the Brand in mind….for business turning over less than $2mil it’s very much about Brand YOU. Your personal brand, styling and ability to sell yourself.
Would you like to gain clarity and direction on your personal brand and be able to sell yourself with confidence?
Come to Sydney Sales Meet-up – Personal Brand and How To Sell Yourself Click HERE to reserve your FREE spot
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