Lead Management through customer centric focus supports sales 115%. No salesperson wants to work hard to get a customer only to learn they no longer buy from your organization! A true salesperson builds a very solid relationship with his customer and relies on this relationship for ongoing business and to build an advocate from their customer base, who will keep on giving.
Selling does not stop when you get the business in fact that’s when it really should start. Over 90% will leave your business in a heartbeat if they perceive that they have no value. That does not mean dollar value, that means human currency.
Step 6: Reflect on successes.
Step 7: Show gratitude.
Step 8: Maintain a relationship.
I was very excited indeed to read about the success of the new Customer Service CZAR at American Express… And what he’s achieved and how!
Call-center customer service has become a finely honed discipline, but usually it seems honed to cut time: The agent is superficially friendly, but nothing can derail that person’s mission of getting you off the phone fast. Service at American Express (AXP) wasn’t much different from that before Jim Bush was put in charge of it in 2005. His basic insight was that breaking with industry orthodoxy by transforming those conversations into less structured, more human engagements would pay off. Instead of evaluating service reps mainly by how quickly they got you off the phone, as many companies still do, he switched to the net promoter score developed by Bain’s Fred Reichheld. It’s based on one question: Would you recommend this company to a friend? AmEx’s score has risen significantly under Bush’s direction, and he was right — it pays off. Customer spending is up, attrition is down.
American Express has the luxury of being able to put systems and processes in place that allow their associates/agents to have update to date information at the fingertips which certainly helps any selling/customer engagement process and will guarantee you can retain business and even grow the LTV (Lifetime Value) of the customer.
The focus of this philosophy was the customer-building relationships-being relevant, real and listening!
If the customer believes sincerely that you care about them – and we demonstrate that we do by having knowledge, using the knowledge and being current- and if you achieve that then they will stay.