Customer service has shifted considerably over the years but the heart of customer service has remained the same.
~ Create a customer experience that creates repeat customers
The World Wide Web…www for everyone under 35…has made the customer service experience automated in many industries. Bots respond to messages and you can speak with some live your laptop instead of your phone. So how do we adjust and reset in order to continue to create repeat customers without losing the connection with our customers?
It’s all about the conversation!
~ Be sure you are talking about your business effectively
~ Create business conversations every day
~ Being an introvert does mean that you can’t have customer conversations
~ Good conversation is a give and take
~ Don’t give people excuses when it comes to business conversations
~ How you approach a new relationship matters
Building business relationships is not a class that you’ll see but you will always see classes on the best sales techniques. That is because many use the information from sales books and classes to determine how to build the business relationships that they think will be best for them. Be mindful that many of the tools shared are looking at selling to a client or customer once. Looking for ways to strengthen and build business relationships allows you to have a warm market for new product launches.
Having the right conversations is the foundation of networking. Word of mouth continues to be an executive-level marketing tool for any business. I once saw a conversation started because one man liked another man’s watch. They talked throughout the whole flight and then exchanged business cards after we landed. Who knows what opportunities that may have opened up for either one of them. You can have conversations every day that increase your bottom line.
Jim shared some great insight into what conversations matter for the customers that you want to connect with. Be sure to take notes because customer service is always evolving and the nuggets shared in this episode are timeless.
Are you working on having better conversations with your customers?
(Note that my last name is pronounced “car”)
In our increasingly noisy world, Dr. Jim Karrh helps businesses break through the noise and grow—through more effective and consistent customer conversations.
Jim offers his experience as a consumer researcher, award-winning corporate marketing leader, and now consultant, speaker, and coach to businesses ranging from startups to members of the Fortune 500. He is the author of “The Science of Customer Connections: Manage Your Message to Grow Your Business” Jim is also the host of “The Manage Your Message Podcast.”
Social Media Handles (LinkedIn, Facebook, etc.)