I was thinking about these terms transparency, clarity and credibility. Does your consumers even know you or all your products? What do people think today about certain organizations, company products or services? Do you even know what your own colleagues and peers perceive about you or products or services? the value? the credibility? How about associated industries?
How do you find out about a company? How do you find out about their services? How do you find out about their products? How do you find out about their follow-up? One way is peers, family members, industry partners, the internet and the use of social media sites. This has given the consumer, and potential employee the edge and a weapon.
Three ways you can get started: Survey who are your clients by reviewing your website and social media platforms with analytics that are available. Put on the reality glasses and view as if you were a client and see if what you offer gives people a reason to engage with you.Have an independent consultant ask the questions for you or do some Intel on this to make sure positive perception and reality align itself.
Then what? Culture, product, and/or strategy changes, and better alignment with solutions and more. What should content be stating? Think about what you would want perception and reality to be in the public sphere. Think value added to that consumer, service above expectations, the ability to reach out and verify your content credibility, guarantees, major differentials, ability to connect with the right person within the company, and easy access(don’t make me search on a social media platform to find how to follow-up or get info). Testimonials, product information, and relevant resources and content. For example, if it’s a mattress topper discuss mattress talk about reviews, give resources links about how to set up a good bedroom atmosphere, resources on how to get good sleep. Resources, blogs and discussion(even tweet chats) to give that product more of a visual and engaging perception. Making it real and relatable. Product and content collaboration can lead to better engagement of your market and its consumers.
Conversations: Do you say what you mean? Transparency. If you need validation-make the statement and ask if this what you mean or want me to do?
Email: When you email make no assumptions, state the obvious, give the answers and if need be ask questions to clarify what is being asked of you.
Be concise, and be clear in verbiage. People come from different background, education, ages, experiences and by doing this you make the communication a value add to both parties.
Texts: short and concise for quick answers or comments
Digital Media: content driven from reliable sources, channels, live videos, and encourage peer engagement in market channels
Leaving Phone Messages: State what you can do for the person or in short why you are calling and then close with who you are and contact info.Cold calling has a strategy. If you need help give me a call ,so I can help your team target these emails and calls.
Simple, short and concise. Say what you mean tactfully. Know how to present to the audience you are communicating to at the moment. Ask the right questions for engagement.
I have found these tips to help and move momentum forward and are less likely to get lost in translation.
What do you do to maintain loyalty in your customer base? Most service, product and equipment providers make the sale, keep in touch few months post sale with the customer and then the waiting begins for both customer and sales person.
How about a loyalty program? Reminder programs to keep your customer base engaged with what you can offer in terms of services, education and partnership. Here are a few ideas to get you started:
offering educational webinars
offering webinars for different markets with solutions for challenges
forums for different levels of an operation for engagement and networking
sending out polls to ask questions that would allow you to either bring solutions whether it’s products and or programs for your customer base
points or incentives for your clients for trade show or conferences
Personalize initiatives that make you and your company memorable, reachable and trustworthy among industry peers.
Make 2018 a year your customer base will remember you! Always an opportunity for new opportunities by paying attention to the customers you already have done business with in the past.