Customer Experience Archives - Complete Success, Inc.

High Tech + High Touch = Exponential Success!

admin — Tue, 26 Oct 2010 10:26:19 +0000

According to TheFreeDictionary.com, the expression “Keep in touch” is quite complex. We keep in touch, remain in touch, or stay in touch with someone. It means we are maintaining communication with that person, keeping up-to-date with someone’s life, their business, or with your office while you’re away. Sometimes it is used when saying good-bye, where you know you will miss that person. And it is even used with sarcasm when one doesn’t care about the other person.

As business owners, it is so easy to get caught up with the daily activities we need to perform and to ignore keeping in touch with clients, and when they don’t hear from us, they may chose to go to a competitor! I was talking to a business owner last week and she shared that she got a phone call from a client who’d purchased from her two years ago and he called to ask her if she was still in business and that it was time to order again. She was embarrassed and confided that she really wanted to get better at contacting all of her accounts.

Mari Smith, author of Facebook Marketing: An Hour A Day, put a short video on her Facebook page that talked about the importance of blending “high tech with high touch for exponential success. Use all means possible to stay in touch, social media, phone apps, direct mailings, newsletters, and yes, you do still need high touch – phone calls and face-to-face meetings. A combination of all will keep your name in front of your clients and help establish your business as a great organization, you as a trustworthy business person, and help your clients to return over and over again.

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The Golden Rule of Business: Invest in Your Customers and They’ll Invest in You

admin — Mon, 19 Feb 2007 14:32:59 +0000

A successful business starts with a product or service that’s well suited to the needs and requirements of the market. Steve Ballmer, CEO of Microsoft Corp. said: “Unless we’re in touch with our customers, our model of the world can diverge from reality. There’s no substitute for innovation, of course, but innovation is no substitute for being in touch, either.” Being all things to all people is the golden rule for failure—you won’t be competitive in any area. When you narrow your target, you can get to know your customers enough to serve them well. Ask your customers these questions:

“Does my product or service fill a genuine, existing need that you have right now?” Be very clear about exactly what you expect your product or service to do to improve your customers’ quality of life or work.
“Am I providing what you really want?” Just because you’re in love with your products and services doesn’t mean your customers will be.
“How are your needs changing?” Keep an eye on market trends and see how your company might seize opportunities that arise from them.
“What other complimentary items do you use on a regular basis?” Making those items readily available to them is a good way to increase customer loyalty.

Take a few minutes to jot down things you can do to better understand your customers, then schedule time over the next month to implement them. Over time you will gain good insights into your customers and your business will improve.

This article appeared in the Evans Area Chamber of Commerce March 2007 Newsletter.

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