Welcome to a brand new blog. I'm delighted to have you here.
One of the greatest challenges to most business leaders and managers is to develop superb client or customer service. In tech-speak, this whole "science" (I actually think of it as more of an art) is called Customer Experience Management, or CEM. This entails several functions:
1) Acquiring and welcoming new clients or customers;
2) Providing excellent, attentive, "in-touch" client or customer service, continuously and consistently;
3) Following up with the client or customer, and engaging in a friendly, purposeful relationship -- and being thankful;
4) Converting your clients and customers into referral sources to increase your access to new "pre-heated" clients and customers. A direct referral is generally better qualified and is more likely to conduct business with you -- this is likely because your existing customer has already bridged the credibility gap (through a personal endorsement of your organization's likeability and trustworthiness), and because the newly-referred client or customer has already formed a favorable preliminary opinion of your organization based upon an endorsement from a mutual friend;
5) Thanking your existing customer for his or her kindness, faith and implicit compliment in providing you with a wonderful endorsement in referring a new potential relationship to you.
Sounds simple? Of course. It's just common sense -- but most businesses get it all wrong. Your mission, entrepreneurs, thought-leaders, managers, salespersons, marketers, account executives and other "people persons," is to:
1) Create a strategic plan for CEM and implement it;
2) Monitor, measure and maintain that plan;
3) Tweak and improve the plan as necessary.
We'll be talking about this again soon. Please come back.
Thank you for visiting with me.
Faithfully,
Douglas E Castle,
Practical Pictorial Example:
