James W. Bryant - "Better You 4U - An Entrepreneur's Journey"
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I am just going to ask you point blank, “Are you a person of your word?” Do you follow through on the promises that you make? I hope that the answer is yes and that your actions are true to your answer. Every time you interact with a potential customer you are planting seeds that grow into trust or distrust. Your promise is a commitment that you make with your customers to provide a quality product that will help solve their problem.
Successful businesses uphold their promises and provide an exceptional customer experience that is delivered consistently throughout the customer journey. What is the value a promise not kept? On the surface the value is zero but the impact to you company can be quite severe in terms of negative sentiments toward your product or brand.
Episode Objectives - The Why
You teach your customers what to expect by your interaction with them throughout the entire customer journey. Satisfied customers are more likely to be repeat customers and will often help to promote your brand. We have stated several times in the past few weeks that you are not just in the business of selling products. You are in the business of solving solutions to your customer’s problems.
Does your product and your brand deliver on its promises? Objective of this episode is to reinforce why delivering on your promise is so important and to provide a framework for you to identify, monitor, exceed and adjust your promises.
Key Issues - Owner Perspective:
The promises you make create your customers’ expectations.
The promise of your brand must be part of your entire organization.
One of the most important components of delivering on your Promise happens after the product is sold.
What You Need to Know - The What
1. Making a Promise
a. Stated Promises.
b. Unstated Promises
2. Keeping Promises
3. Actions Speak louder than words.
4. Applying Continuous Improvement Processes
What You Need to Do - The How
1. Time for a Promise Review (Internal)
2. Time for a Promise Review (External Customers)
3. Incorporate customer feedback and integrate changes into your processes. Be agile in your approach to evolve as needed.
4. Make changes in the products, the marketing materials to reflect any updates on products, services and promises.
5. Let the customers tell the story of their transformation.
Previous: Packaging Your Promise
Next: Experience is the best teacher – The power of the customer’s story
Links and Resources
1. More information on Business Made Simple
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James W Bryant
Over the past 20 years I have helped managers and key executives solve the work-life balance dilemma. I empower those who refuse to accept that you must choose between a successful business or a successful life. Working together we will increase your productivity helping you to solve the work-life balance dilemma, allowing you to focus on growing your business. Pursue the life of your dreams without sacrificing the business that you want.
Business Made Simple: https://www.hireacoach.com/James-Bryant
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