Simone Douglas - "#Seriously Social"
When you consider who your best customers are, how do you define them? For most businesses it’s safe to assume that the best customers are the ones with the highest level of engagement. From referrals to social shares to click-through rates, these shoppers are committed to the brand, your business, and are always happy to get involved.
Repeat purchases are a huge part of this. Customers who return to your store to make another purchase demonstrate a strong commitment to your products, but that’s not the only factor to consider.
Once you’ve identified who your best customers are, you can begin to intentionally build emotional relationships with them. These relationships go beyond simply making a purchase and have the power to supercharge the valuable interactions they already have with your brand.
Today we are going through understanding how the customers are buying and their paths of travel to your door, who are my best accounts or business family members and why cost of acquisition in comparison to top line sales is a critical factor.
It is easy to get distracted by all the noise in the business world at large but jump day is your chance to settle in and work on your business in ways that allow you to make the most of your opportunities today, tomorrow and forever.
Sure we need to get an understanding of the 6 phases of the Customer Journey so we will take a look at how you identify these.
But then we are going to really start to categorise and put some solidity around what the three types of customers look like in other words who falls into each of our key categories.
Your “bread and butter” clients, who buy your basic entry-level product. Your “cream” clients, who buy your mid-level product or package. Your “dream” clients, who buy your high-ticket offer.
How do we really get to know them and provide the ideal solutions and the ultimate customer experience, which as we know is going to be the key differentiator in 2021 when it comes to sales success.
IBGR is a global community of commerce committed to your success and our programming is designed to give you the tools and resources as well as the one percenters you might be missing. So settle in because all the best stories are told with the audiences full attention and today is no exception. If you put the learnings into place you will have started your preparation to belt 2021 out of the stratosphere. After all We didn’t wake up this morning and decide to own an averagely successful business now did we?
Show Objectives - The Why
Today we are going to take a really close look at who your best customers are from a time, resource and profit perspective and why understanding your best customers helps generate more revenue for your business.
Then we are going to look at how understanding your best customers helps you attract new customers to your business through being able to replicate them.
Although acquiring new customers is necessary for business growth, maintaining good relationships with your current customers is just as important. It costs organizations six to seven times more to attract a new client than it does to retain a current one. Understanding your clients’ needs and being able to meet their demands will give your business a competitive edge in more ways than you would think.
Key Issues - Owner Perspective:
What You Need to Know - What we will be covering
“Forget ‘branding’ and ‘positioning’. Once you understand customer behaviour everything else falls into place.” – Thomas G Stemberg
In business, it’s about the quality of your customers, not just the quantity.
There are good customers, high-maintenance customers and not-worth-it customers. Any small business owner recognizes these categories.
What you need to do today
Previous: Episode C3.04.3 The feedback loop for consistent improvement (User Friendly & Results driven) how is our product or service working for our customers now they are part of the family and how do we assess that and maintain our relationships and brand positioning.
Next: Episode Season 3 Episode C3.06.3
The relationship debate - are you burning contacts or creating raving fans - if you are going to improve the customers experience how do you surprise and delight them in some way. The one percenter that creates raving fans and memorable moments.
Written by Simone Douglas
The Publican & Licensee of the Duke of Brunswick Hotel, Executive Director for BNI Adelaide North one of the biggest networking organisations in the world, the driving force behind South Australia’s leading social media agency, Social Media AOK and best-selling author with her first book “Seriously Social – turning your online game into real-world gain”. Her next book “The Confident Networker” is set for release on November 6th.
Simone also serves as Deputy President of the State Chapter Committee South Australia for the Franchise Council of Australia and sits on the Franchise Advisory Council for BNI Australia
You can connect with Simone on any of her seriously social platforms
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