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20 11, 2017

Friendsgiving: An Opportunity to Build Connections–Brought to you by the Millenniums

By |2017-11-20T22:01:05-05:00November 20th, 2017|Categories: Blog, Building your business, Change, Customer Experience, Customer Retention Strategies|Tags: |0 Comments

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Friendsgiving has been lurking around since 2007; it’s now becoming well-known name and likely a new holiday. It reclaims a holiday for people who, during the Thanksgiving season, can’t get to family; don’t want to be with family and those that don’t have family. In my neighborhood, we’ve called them, for lack of a better word, Thanksgiving orphans. It doesn’t take away from the traditional holiday; it adds a new dimension to it. It underscores the value of friends.

I must admit I was getting tired of going to my relatives. They served the same-old foods, nothing for the vegetarian except vegetables with no imagination or too much cheese.  My other aunt used to make a complete vegetarian dinner along with the turkey, for the vegetarians next door.  I didn’t realize you could eat anything but turkey on Thanksgiving Day. There were the relatives who drank far too much and told the same-old stories over and over. There were also the ones I just didn’t like.

We are happy to have a new description of something very cool and started by the Millenniums. In 2007, the term ‘Friendsgiving’ made the Urban dictionary. This is a great way to connect with this customer. In my book, “50 Ways to Bring Customers into Your Store,” I talk about holding events and raising money for charities.

WHY NOT HOLD A FRIENDSGIVING PARTY IN YOUR STORE AND RAISE SOME MONEY FOR YOUR CUSTOMER’S FAVORITE CHARITY!

The other day I asked my neighbors where they were going; they said a Friendsgiving party and would be back for Thanksgiving. I gave them a big smile; I was in the know!

In order to connect with your customers, you’ve got to know where they are and what they’re doing. If you’re not part of something, how will you know? Friendsgiving is not a way to forget Thanksgiving; it’s a way to add something new. Friendsgiving legitimizes something we’ve known all along—friends matter. It’s also a new way to celebrate and create a tradition.

Friends are important, no matter what your age. They make you feel better, can improve yourself-esteem and have an overall positive effect on your life. I have one friend whom I speak with almost every night; sometimes we just discuss what movies are playing.  As you age, you can expect to lose friends. My dad told me to start hanging around with younger people, this way I wouldn’t be losing friends every year!

The Millenniums are breaking the rules, how they shop, what they buy and what matters to them. They are very connected to their friends and are willing to put effort into building these relationships. According to statistics, this group is also the most connected to real ‘giving.’

I’ve been holding Friendsgiving for years; I’m glad it has a name! Enjoy  your holiday whatever its name!

Lisbeth has been helping businesses build customer relationships for over 20 years. To consult with her, call 518.495.5380 or email Lcalandrino@nycap.rr.com.

 

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1 05, 2017

Are Your Customers Feeling the Love?

By |2017-09-27T18:49:41-05:00May 1st, 2017|Categories: Customer Experience|Tags: , , , , , , , |0 Comments

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https://twitter.com/CustomerFirstUK

We all know the song “What’s Love Got To Do With It?” In her iconic song, Tina Turner sang that love “is a second hand emotion,” and when it comes to romance, it’s not the most important factor in a relationship.

 

But what about customer service relationships? What does love have to do with customer service?

 

Plenty! And we all know it’s true, even if we don’t think of it quite that way. Everyone wants to feel loved and it really doesn’t take very much effort to share that feeling.

 

A customer can share their love for your business by word of mouth. Satisfied customer referrals are hands down the most effective way to grow a business.

 

What do your customers think about you? Do they love you or are they spreading something less than desirable about you and your company?

 

Psychologist Zick Rubin proposed that romantic love is made up of three elements: Attachment. Caring. Intimacy.

 

Are your customers still waiting for some love from you? Simply put, love is an emotional connection we build with people that are important to us. Love for your customers is one form. And that emotional connection is the key to success.

 

Do your customers feel your love? Today is a good day to start showing customers how much you care about them. Walt Disney summed it up best, “Do what you do so well that they will want to see it again and bring their friends!”  Who doesn’t share their experience when they come home from a Disney vacation?  Creating love between your company and your customers can help scale up positive word of mouth buzz about your company.

 

Don’t be afraid to be personal with your customers. Years ago sharing your personal life was unacceptable. We kept our religion and politics to ourselves. We were afraid if we divulged it, we’d lose customers.

 

Guess what? It doesn’t matter anymore! The world is an open book and everyone is transparent.  If you’re not sure, Google your own name to find out what’s out there.

 

Sharing your life with your customers and letting them know who you are is a way to build a closer relationship. Believe it or not, this is the age of closeness. Notice what people share about themselves on Facebook. Even if we don’t know a person, we find ourselves in their lives. You start to follow them and you become part of their lives. They lose a pet and you feel sorry. You follow them through their cancer treatments. It’s all good.

 

And patience is still a virtue. Sure, you’ve reminded your buyers ten times to get the order in by Monday to earn the discount, and it’s still shows up late. Hey things happen! We’ve all been late for an appointment? Patience goes a long way; it can lower your blood pressure and lessen your stress.

 

Become unforgettable. What can you do to be remembered? Has a sales person celebrated a new baby or are they going on a special trip?  Why not get them a gift or send them a card? Have they suffered a loss; can you go out of your way for them?

 

Be a good listener. Most of us are good talkers, that’s our job! But how many of us are good listeners?  I know I would rather talk then listen. It’s been a tough fight for me to learn to be quiet!

 

Treat your customer like a valued business partner. How about asking them for some feedback? Is there something you could do better or change? You might get some valuable feedback from their experiences with other businesses.

 

Do you treat the mail carrier with love?  What about the barista at the coffee shop? This is a good day to share some love. And an easy way to get started on a new life practice!

Need sales or customer service training?What do our customers think?Reach Lisbeth at Lcalandrino@nycap.rr.com.

High Energy and Impactful Ideas

Over the years we have brought many different trainers in and none of them had the impact Lisbeth had on my staff. Lisbeth’s high energy and selling strategy were exactly what we needed and at just the right time in our company’s growth. Even my veteran staff walked away with ideas to improve their “store within a store”! I look forward to working with Lisbeth in the future as HOM Furniture takes the next step in its evolution.

 
Russell Evans, Flooring and Rugs Sales Manager
HOM Furniture

 

 

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12 02, 2017

What’s Love Got to Do With It?

By |2017-09-27T19:18:59-05:00February 12th, 2017|Categories: Customer Experience|Tags: , , , , |0 Comments

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Show love to your customers.

Plenty and we all know it. We all want to feel loved and it doesn’t take very much. Word of mouth is the most important love a customer can spread. What do your customers think about you? Do they love you or are they still waiting?

Psychologist Zick Rubin proposed that romantic love is made up of three elements:

  1. Attachment
  2. Caring
  3. Intimacy.

IS YOUR CUSTOMER STILL WAITING FOR SOME LOVE?

Love is an emotional connection we build with people that are important to us. It can be personal love or love for your customers.

DO YOUR CUSTOMERS FEEL THE LOVE?

Today is a good day to start showing customers how much you love them.

Walt Disney said it best, “Do what you do so well that they will want to see it again and bring their friends.” Creating love between your company and your customers can help scale positive word of mouth that’s absolutely priceless. Do you treat the mailman with love, what about the person at the coffee show? This is a good day to share some love.

Don’t be afraid to be personal with your customers. Years ago this was not considered acceptable. We kept our religion and politics to ourselves. We were afraid if we divulged it we would lose customers. It doesn’t matter anymore. The world is an open book and everyone is transparent. If you’re not sure, Google your own name to find out what’s out there. Share your life with your customers; letting them know who you are is a way to be closer. Believe it or not, this is the age of closeness. Notice what people share about them on Facebook. Even if we don’t know a person, we find ourselves in their lives. You start to follow them and you become part of their lives. They lose a pet and you feel sorry. You follow them through their cancer treatments. It’s all good.

Keep your patience. Sure you’ve told them 10 times to get the order in by Monday if they want the discount and it’s still not there. Hey things happen. Have you ever been late for an appointment? Patience goes a long way; it can lower your blood pressure and lessen your stress.

Become unforgettable. What can you do to be remembered? Has a sales person celebrated a new baby or are they going on a special trip?  Why not get them a gift or send them a card? Have they suffered a loss; can you go out of your way for them?

Be a good listener. Most of us are a good talker, that’s our job, but how many of us are good listeners. I know I would rather talk then listen; it’s been a tough fight to be quiet!

Treat your customer like a valued business partner. How about asking for some feedback? Is there something you could do better or change? You might get some valuable feedback. Remember your customer deals with other businesses and vendors and may have good ideas for you.

THANK YOU FOR BEING LOYAL READERS AND DEAR FRIENDS.

NEED SALES TIPS? 5- 7 MINUTE VIDEOS WITH PRE AND POST TESTS. Open an account and take a look. Sign up and get the bonus module, “Price Matters. There are 6 videos in the series for $189.00. https://mohawktoday.com/mohawku/mohawku/online-courses/customer-experience-sold

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14 01, 2016

Is Your Customer Wearing an Invisible Cloak?

By |2017-03-03T12:06:49-05:00January 14th, 2016|Categories: Blog, Building your business, Customer Experience, Customer Service, Marketing, Reaching the Consumer|Tags: , , , |0 Comments

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Is your customer invisible?

Is your customer invisible?

My friend said she went into a local high end lighting store the other day; despite there were sales people walking around, no one approached her. It was almost as if she was wearing an invisible cloak.  What kind of customer experience is this? The salespeople may have been busy or maybe they didn’t see her, but does that matter? My mother used to say that she had to “have eyes in the back of her head” when I was little. That’s what salespeople need. They must always be on alert.

She had never been in the store and was in desperate need of a part for a chandelier. Yes, we are closer to developing an invisible cloak, but that’s not what I’m talking about.

I just read an article about how customer service should be invisible; I don’t think so. If you’ve got superb customer service everyone in the world should know about it. By the way, we are close to producing an invisible cloak; then what will happen to our customers?

When it comes to developing a working invisibility cloak, we may not be at Harry Potter level yet, but today’s newest breakthrough is nonetheless impressive.

A team of researchers led by Xingjie Ni—a nano-engineer at Pennsylvania State University—have just unveiled an fascinating invisibility cloak: one that takes the form of a sleek skin of nano-material.

 

We talk about providing a great customer experience; how can that happen if we don’t make a connection? Great customer experiences don’t just happen, we have to make them happen.

 

“Why didn’t anyone wait on me; she asked, didn’t I look right?” There was a hint of sarcasm in her voice, but I think there was some truth in her question. My hunch is you’ve had it happen to you.

Here are 2 simple ways to keep your customers from feeling invisible:

  • Approach your new customer immediately. If you’re with another customer, politely ask them if it’s okay for you to greet the customer coming in the door.
  • Make the customer feel like an old friend. If you can offer them a place to sit or a beverage they will feel acknowledged.
  • Connect with them in other ways. Complement them when you say hello, notice their smart phone of tablet.
  • Be proactive. Can you reach out to your customer before they get to your store?

I know these may seem simple but they are common courtesies that are often forgotten but go a long way in building a customer relationship.

Lisbeth has been helping businesses build positive customer experiences for the past 20 years. To speak with her about your business, call her at 518-495-5380.

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10 06, 2015

How To Get The Most Out Of NeoCon For Your Business

By |2017-03-03T12:06:52-05:00June 10th, 2015|Categories: Customer Experience, Marketing|0 Comments

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neocon1What could be better than spending two days in the Merchandise Mart in Chicago to attend one of the most premier shows of the design industry? Unfortunately, conferences represent challenges for all those attending. How do you possibly attend all of the seminars and wonderful new product and design collections presented in two days?

NeoCon is a perfect place to make important new contacts and catch up with old friends. For anyone in the design industry, NeoCon is certainly “the place to be.” The show features over 100 carefully crafted seminars designed especially to meet the goals of the audience. The keynote speaker program is extremely impressive. My personal favorite is Emmie-nominated host of National Geographic’s #1 rated series “Brain Games,” Jason Silva and his “Luminosity.”

His games are available on his web site or on Facebook and good for challenging yourself while ‘on hold.’

Here are some thoughts on maximizing your time at the show:

1. Plan your list of important contacts and connect with them before the conference.  If you don’t plan before you get there you may be disappointed that all your contacts are already scheduled.

Neocon_inside2. Your best contacts and new associations will be made at ‘after hour events’ so don’t shy away from the cocktail parties even if you’re alone. A welcoming smile and friendly face will be help you connect and be appreciated by others attending. If you don’t plan you’ll never get to see your most important connections. Don’t forget to post lots of photos to your social media pages.

3. Don’t forget your clients at home are depending on you to excite them with new ideas. Why not establish yourself as a ‘trend expert. ‘This is the time to make your social media pages work for you. Clients want to know what you’re up to and what’s exciting your brain. Attending the show should be the means to an end for your personal business. Think how you’re going to use the information to ‘network’ and build your trade when you get back to your community.

4. Consider writing a press release before you attend the show. Talk about what new ideas you’re after and how you will spend your time. Post your ideas to LinkedIn as well as Facebook, and don’t forget to tweet from the show. Your followers will be with you every step of the way and will want a full report on your return. Consider what organizations will be interested in hosting your thoughts and photos before you leave. In addition remember the press release will temporarily help your SEO as well as catch the eye of the local reporters. If you’re from a smaller city, contact the newspapers and television stations and let them know the value of NeoCon and see if you can get an interview or a spot to report on what you saw at the show.

5. Think of yourself as a ‘thought leader’ and attend seminars exhibiting interesting trends and in the forefront of products and design. You can set up interviews with notables, snap a few selfies and post them on your social media. In addition, you can write about your findings on your blog. You might contact a local at home newspaper and offer to pen an article on what’s fresh and trending. This will help you attract new possible contacts and just cement your expertise with your clients.

Establishing expertise often takes years of work and customer referrals. One way to support this is to become the expert and getting information. If you have a particular expertise in a specific industry such as health care, research the seminars and trends at the show and call a local hospital or health care facility and offer to do a seminar. Don’t forget developers and construction customers who also deal in your area of expertise and offer to meet with them after the event.

NeoCon is a way for you to get new ideas for your business and your customers. One new good idea could land you your next job. Try not stress yourself out with what you didn’t get to see. Plan to have a great time and just enjoy.

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