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How do I make sure that I always get good feedback?

How do I make sure that I always get good feedback?

The answer is you can’t and you don’t want to anyway.

  1. You can’t: we’re now in the age of the empowered customer and the transparent business. Don’t try and manipulate the customer feedback and reviews: it’d be like King Canute trying to hold back the tide.
  2. You don’t want to: because in the age of the empowered customer, no one trusts an Organisation that only has great reviews (that’s why ‘testimonials’ no longer have any value). So it’s OK to get bad (and good) reviews and feedback: just accept them and use them to power continual improvement and continual development of your customer relationships and loyalty.

This is a truly new age, and it needs truly new tools: you can’t build a steam engine with the tools of a carpenter …

The tools you need are outlined in our book ‘Great or Poor’. This work outlines a simple, systematic approach to using the customer experience as your key driver of success, and gives you 4 straightforward but powerful principles and steps to achieve this.

If you want further information and support on how to get this right, please contact us at support@salesthroughservice.com

 

How do we gather feedback effectively?

How do we gather feedback effectively?

In the world of the empowered customer, feedback is the breakfast of champions.

In the ‘old world’ of one way mass communication, marketing was king, but as this changes to the world of two way mass communication, the power of marketing continues to diminish and the power of engagement and innovation around the customer’s REAL needs is the new main business driver.

And effective feedback systems are the powerhouse of this driver.

So, how do we gather feedback effectively?

The answer to this is specific to the specific situation of your organisation and situation, in exactly the same way that marketing has been. It would be churlish to write ‘just do these things and this will solve all your problems’ (exactly as it would with marketing). In short, there is no quick fix.

But here are some rules to help:

  1. Do it for a genuine reason – this is a new world, not a PR exercise
  2. Get it going little by little – test and measure every step
  3. Put robust follow up and action systems in place early – it’s not the feedback that matters, it’s what you do with it that counts
  4. Do it properly – this is not a cheap or a quick fix exercise, this is about building up long term customer loyalty, reputation, referrals and innovation
  5. Design it to enhance the customer experience in itself – not an annoyance to the customer!
  6. Make it personal – this is about genuinely building relationships
  7. Continually focus and hone it – this is now an essential business survival tool

 

For help in setting this up and auditing effectiveness, please see www.investorsinfeedback.com

How do I formulate a sales strategy?

How do I formulate a sales strategy?

Of course you want a sales strategy, otherwise you might look silly at a meeting and get terrible sales results.

But, let’s face it, how many ‘sales strategies’ have you seen that were based on wishful thinking and numbers picked out of the air (at best!)?

So, instead of seeing the need for a ‘sales strategy’, we suggest you start formulating a ‘buying strategy’ instead. You might perhaps be well advised to consider:

  • How can we manage and build our reputation so it spreads for the right reasons?
  • How can we encourage great reputation and continual referrals?
  • How can we ensure customers become more and more loyal to us and want to buy more and more things?
  • How can we become indispensable and remarkable to them?

And then, when you’ve nailed this, you can start considering the next step … a ‘sales strategy’ …

  • Now that we’ve done the above brilliantly, how can we make sure that people can find us easily and want to say ‘yes please’ quickly?

After all, this is the age of the empowered choosy consumer, who shops around the world and can make or break you at the touch of a button.        stratergy

Please contact us at support@salesthroughservice.com for our free SHORT ebook on this subject called ‘The 7 Deadly Sins of Sales (and what to do about them)’!