MergedAnalytics Tracking Image - NoScript
International Business Growth Radio Network
  • WELCOME
    • EXEC TEAM
    • CONTACT US
    • PRIVACY
  • RADIO
    • ON AIR NOW
    • LISTENER GUIDE
    • SHOWS ON DEMAND >
      • BUSINESS PODCASTING MADE EASY
      • ECONOMIC NEWS >
        • IBGR.News
      • EXIT STRATEGIES >
        • An Epic Business Exit
        • Catalytic Conversation$
        • Exitology
        • The CFO Perspective
        • The Entrepreneur's Edge
        • The Smart & Savvy Business Exit
      • FINANCE >
        • Business Econ for a Post Pandemic World
        • Economics For Owners
        • Employee Capitalism
        • Money Matters
        • Practical Solutions to Difficult Problems
        • TurboCharge Your Business
        • Your Money Machine
      • HR / PEOPLE SKILLS >
        • Business and Beyond
        • Business Processes & People Talk
        • Equipping Others
        • Staff It!
        • Success Can Be Fun - With Focus!
        • The People Side of Business
        • Women of Business Thriving
      • INTERVIEWS >
        • Get You Noticed!
        • The Referral Guy Interviews Your
        • The Magnetic Voice
      • LEADERSHIP >
        • Compassionate Leaders of Influence
        • Destiny Road
        • Engaging Your People For Success
        • Leadershift with Col Ajai Lal
        • Leadership Powered by Common Sense
        • Influencing for Global Impact
        • Talk Leadership with Cedrick on the Radio
        • Your Corporate Confidante
      • MARKETING >
        • Building A Multilevel Marketing Empire
        • Level-Up Your Marketing
        • No Nonsense Market Domination
        • Buying Customers
        • #Seriously Social
        • Results Oriented Marketing
      • MINDSET >
        • Building Success Habits
        • Building You to Build Your Business
        • Entrepreneurial Mindset
        • Peak Impact Mentorship
        • Guidance To Wealth
        • The Hero Within
      • OPERATIONS >
        • Build It!
        • Building In Front of You
        • Building In Front of Your 2
        • Lead Lean
        • Pencils & Pistons
        • Planning Out Loud
        • Processes Under Control
        • The Ralph Peterson Radio Show
      • SALES >
        • Beyond The Method Selling
        • Inside The Customer
        • Sell It!
        • Serving Up Sales
      • STARTUPS >
        • A Business Primer for Startups
        • A New Business Model For Startups
        • Adulting In My Purpose Business Edition
        • Building Startup Operations
        • Creating A Consulting (Improvement) Business
        • How To Start A Consulting Firm
        • Survival Mode
        • The Geriatric Entrepreneur
        • Your Business 2.0
        • Z Gen Entrepreneurship
      • STRATEGY >
        • #OwnrLife
        • Better Your 4 U
        • Build Your Core for Dynamic Partnerships
        • Grow It!
        • How to Avoid Becoming the 80%
        • How To Become the Top 5%
        • How to Move Beyond the 15%
        • Living the Life .. On YOUR Terms
        • Own It!
        • ReImagine Your Business
        • The Business Owner's Bookshelf
        • The Self Managing Organization
        • Tenacious Top of Mind Business Insights
    • MEET THE HOSTS >
      • Ben Gioia ("joya")
      • Bert Robinson
      • Chris Mayfield
      • Crystal Y. Davis
      • Donna Kunde
      • Doug Thorpe
      • Ellen McIlhenny
      • Glenda Thompson
      • Jason "Wally" Waldron
      • Jeremy Gray
      • Jörn "Joe" Menninger
      • Kevin Beers
      • Lisa Askwith
      • Londina Cruz
      • Mike King
      • Monique McDonald
      • Patty Lawrence
      • RJ Lewis
      • Sarita Johan
      • Steve Sweeney
      • William Eastman
    • JOIN THE TEAM >
      • BECOME A HOST
      • BE A SPONSOR
  • CONSULTING
    • HOST PACKAGES
    • ADVERTISING PACKAGES
    • BUSINESS MAKER PACKAGES
    • FRACTIONAL CONSULTANTS
  • NEWS
    • E-NEWSPAPER
    • NEWS BLOG
    • NEWS PODCASTS
  • RESOURCES
    • START HERE
    • SHOW NOTES
    • GROWTH APP
    • FACEBOOK COMMUNITY
    • LINKEDIN COMMUNITY
    • EVENTS
    • IBGR MERCHANDISE
IBGR.NETWORK

Show Notes

DOWNLOAD. LISTEN. ENGAGE.

WOWing Your Customers - Gaby Awad

17/3/2021

0 Comments

 
Picture
Gaby Awad - “Buying Customers”

S4 Episode 11: WOWing Your Customers

Introduction

My name is Gaby Awad AKA The Coach on Wheels (you have to watch my YouTube channel to know why 😉), and I am your host for the BUYING CUSTOMERS radio show 🔥🔥🔥

It would be awesome if I could hear from you in real time during the show. If you’re listening live or to one of the recordings, you can always connect and interact with us on Facebook, Instagram, LinkedIn and Twitter at IBGRNetwork.

Listen LIVE every Wednesday 12:00 pm to 1:00 pm: GMT 

 
Show Objectives 

In this “Buying Customers” Episode 11 of Season 4, we are going to talk about your Customer Experience and how to WOW it. More specifically we are gonna talk about your customer buying journey, touch points, WOW factors, value, differentiation, and more.


Key Issues 
Satisfaction is no longer the acceptable standard of customer service. Satisfaction is no longer the acceptable measurement of customer service success. The standard and measure of success for the next millennium is loyal customers. Just because they're satisfied doesn't mean they're loyal. How loyal are your customers? 

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

The big question is: how we can serve our customers better and improve ourselves in the process.

The smaller questions would then be:
  • What are your customer service strengths?
  • What are your customer service weaknesses?
  • What would you like to change so that you could provide better customer experience?
  • Do you know what customer experience means to all your customers
  • Do you recognize how your team attitude affects customer service
  • Did you identify your customers’ needs
  • Are you using outstanding customer service to generate return business
  • Are you providing outstanding customer experience at every touch point whether over the phone, in person, over the web, etc.
  • Do you connect with your customers or you just communicate

What You Need to Know 

The WOW factor can be defined as exceeding all customer expectations at every touchpoint by the actions you take to ensure that a customer is pleased with the interaction on a long-term basis. Interactions here are and should be mapped to your customer journey phases like Discovery phase, evaluation phase, comparison phase, consideration phase, deal or conversion phase, loyalty and retention phase. 

So the WOW factor caters for the journey and not the after sale only. It starts with when in marketing they know about your existence and the journey continues until they stop buying from you. While “after sales service” or “customer service” entails only ensuring that the customer leaves a point of sale happy. Which is also part of your customer journey but not the only step that you should be focusing on. 

Ensuring that customers are not only happy but WOWed going forward may require more care and attention, and this is where your service needs to be at its highest level. Pre-sales, after sales and point-of-sale are all essential elements of customer service. Also are your marketing interactions and the way you do business.

What You Need to Do 

Step 1: Define your Typical Client Personas
List all typical client segments you want to work with. Give them names and then find out what they need and what they expect from you. Meet with your team to brainstorm their frustrations and motivations, their buying decision triggers, what they want to hear, and what benefits we can bring to each persona.
 
Step 2: Map Your Customer Journey
After you defined your different client personas, now map the phases of your client interaction with your business. These are typically Discover, Explore, Compare, Evaluate, Decide, and Retain and refer. 

At every stage of the customer experience journey identify the ways you interact with your customers. For example, in discovery as yourself how they can reach us to know about us. Here you might identify things like your Website, Inbound call, Social media, Google Search, some Partners, some, Referrals / WOM, and events. 

Now do you think about their thinking and feelings while they are interacting through each and every channel? As yourself, will they be uncertain of service knowledge, or uncertain of product quality or impressed with your reputation? Then identify improvement opportunities to enhance these touchpoints at every channel of interaction. How would you improve the website experience, how would you improve the welcoming message, etc.

Step 3: Systematize the Routines and Humanize the Exceptions
Think of the policies, procedures, processes, tools, and techniques needed to WOW your customers. What needs to be defined, what needs to be drafted and what needs to be re-invented. Have all your team involved in this and train, train them and then train.

Step 4: Test and Measure 
Think of the ways you will be testing and measuring the customer delight. Will you work out some surveys, or implement a net promoter score kind of campaign? Will you be adding some quick smiley face feedback at points of sales or call your clients to collect valuable customer experience metrics. 

Shows 
  • Previous: Procrastinate Never
  • Next: Season 4 Episode 12 - Speaking & Presenting with Impact

Written by Gaby Awad 
 
As a Business and Executive Coach, Gaby helps business owners, leaders, and teams grow and achieve their goals through alignment, business re-education, coaching, and mentoring. He has more than 25 years of experience in executive positions and transforming businesses. Currently, he is the Franchise Owner of ActionCOACH in Lebanon and in this position he also coaches Business Owners, CEOs and other top level executives. Gaby hold international accreditations as certified coach from ActionCOACH, Marshall Goldsmith, The John Maxwell Team, and Jeffrey Gitomer Sales Academy. Gaby is also the founder of Good Session Coaching,  an online learning platform for executives and business professionals where leaders can go through self-paced learning.

You can connect with Gaby on any of his seriously social platforms
Connect on LinkedIn
Follow on Twitter
Follow on Instagram
Like on Facebook
Send an email: gabyawad@actioncoach.com

​

C2.11.4PM

0 Comments



Leave a Reply.

    new choice for BUSINESS SEARCH

    Archives

    January 2023
    December 2022
    November 2022
    October 2022
    September 2022
    August 2022
    July 2022
    June 2022
    May 2022
    April 2022
    March 2022
    February 2022
    January 2022
    December 2021
    November 2021
    October 2021
    September 2021
    August 2021
    July 2021
    June 2021
    May 2021
    April 2021
    March 2021
    February 2021
    January 2021
    December 2020
    November 2020
    October 2020
    September 2020
    August 2020
    July 2020
    June 2020
    May 2020
    April 2020
    March 2020

    Categories

    All
    Aaron Lee
    Ajai Lal
    Ally Nitschke
    Angela Chaney
    Angela Hooper Menifield
    Arthie-moore
    Ben Gioia ("joya")
    Bert Robinson
    Bijay Kumar Khandal
    Bill Kelly
    Bishop Cummings
    Bob DiGiacomo
    Brandon Souba
    Building Success Habits
    Business Podcasting Made Easy
    Cedrick Lafleur
    Celia Powell
    Charles George
    Crystal Y Davis
    Damian Johnson
    David Wilson
    Donna Kunde
    Ellen Mcilhenny
    Fady-g-bader
    Florin Lungu
    Gaby Awad
    James Bryant
    Jan Robberts
    Jeremy Gray
    Johanna Rincon
    John-richards
    Kasfia Rashid
    Kevin Beers
    Laura Bell
    Lisa Askwith
    Londina Cruz
    Monique McDonald
    News
    Nicole Rankine
    Patty Lawrence
    Prerona Roy
    Raj Kapur
    Ramdas Shenoyy
    Ravin Papiah
    Rick Carter
    RJ Lewis
    Russell Colbourne
    Sadika Kebbi
    Sarita Johan
    Scott Geller
    Season 10 Executive
    Season 10 Finance
    Season 10 Operations
    Season 10 People
    Season 11 Executive
    Season 11 Finance
    Season 11 Operations
    Season 11 - Operations
    Season 11 People
    Season 12 Customers
    Season 12 Finance
    Season 12 Operations
    Season 1 Coaching
    Season 1 Consulting
    Season 1 Customers
    Season 1 Executive
    Season 1 Finance
    Season 1 Operations
    Season 1 People
    Season 1 Strategy
    Season 2 Customers
    Season 2 Executive
    Season 2 Finance
    Season 2 Operations
    Season 2 People
    Season 3 Consulting
    Season 3 Customers
    Season 3 Executive
    Season 3 Finance
    Season 3 Operations
    Season 3 People
    Season 4 Customers
    Season 4 Executive
    Season 4 Finance
    Season 4 Operations
    Season 4 People
    Season 5 Customers
    Season 5 Executive
    Season 5 Finance
    Season 5 Operations
    Season 5 People
    Season 6 Consulting
    Season 6 Customers
    Season 6 Executive
    Season 6 Finance
    Season 6 Operations
    Season 6 People
    Season 7 Customers
    Season 7 Executive
    Season 7 Finance
    Season 7 Operations
    Season 7 People
    Season 8 Finance
    Season 8 Operations
    Season 8 People
    Season 9 Customers
    Season 9 Executive
    Season 9 Finance
    Season 9 Operations
    Season 9 People
    Simone Douglas
    START HERE
    Steve Sweeney
    Teena Ogbugoh
    Tracie Hines Lashley
    Vicki Abraham
    Wendy Dickinson
    William Eastman

    RSS Feed

Radio

Become a Host
Get the Listener Guide
Contact Us​

SOCIAL MEDIA

Join our Facebook Group
​Connect on LinkedIn
BTS on YouTube

365 Business Maker

Grow Your Business
Apply to Work With Us
Network and CONNECT

free resources

Download the Growth App
Download the Checklist
Download the Podcasts

Listen Live ON THE FOLLOWING APPS & NETWORKS

Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture

Search IBGR On These Podcast Platforms

Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture
Picture

SPONSORS & AFFILIATES

Picture
Southern Virginia Regional Chamber
Picture
Picture
Influence With A Heart
Picture
Picture
Book Design and More
Picture
Picture
Startup Raven
Picture
Picture
Coach Accountable
Picture
Black Links Global
Picture
Click Funnels
Picture
Picture
Airmeet
Picture
SCHEDULE A NO-RISK, NO OBLIGATION CONSULTATION WITH THE IBGR TEAM
866.4ME.IBGR (866.463.4247)
IBGR.Network is Veteran owned and operated. 
Site powered by Weebly. Managed by Radio.co, Designed by gWORX Media.
  • WELCOME
    • EXEC TEAM
    • CONTACT US
    • PRIVACY
  • RADIO
    • ON AIR NOW
    • LISTENER GUIDE
    • SHOWS ON DEMAND >
      • BUSINESS PODCASTING MADE EASY
      • ECONOMIC NEWS >
        • IBGR.News
      • EXIT STRATEGIES >
        • An Epic Business Exit
        • Catalytic Conversation$
        • Exitology
        • The CFO Perspective
        • The Entrepreneur's Edge
        • The Smart & Savvy Business Exit
      • FINANCE >
        • Business Econ for a Post Pandemic World
        • Economics For Owners
        • Employee Capitalism
        • Money Matters
        • Practical Solutions to Difficult Problems
        • TurboCharge Your Business
        • Your Money Machine
      • HR / PEOPLE SKILLS >
        • Business and Beyond
        • Business Processes & People Talk
        • Equipping Others
        • Staff It!
        • Success Can Be Fun - With Focus!
        • The People Side of Business
        • Women of Business Thriving
      • INTERVIEWS >
        • Get You Noticed!
        • The Referral Guy Interviews Your
        • The Magnetic Voice
      • LEADERSHIP >
        • Compassionate Leaders of Influence
        • Destiny Road
        • Engaging Your People For Success
        • Leadershift with Col Ajai Lal
        • Leadership Powered by Common Sense
        • Influencing for Global Impact
        • Talk Leadership with Cedrick on the Radio
        • Your Corporate Confidante
      • MARKETING >
        • Building A Multilevel Marketing Empire
        • Level-Up Your Marketing
        • No Nonsense Market Domination
        • Buying Customers
        • #Seriously Social
        • Results Oriented Marketing
      • MINDSET >
        • Building Success Habits
        • Building You to Build Your Business
        • Entrepreneurial Mindset
        • Peak Impact Mentorship
        • Guidance To Wealth
        • The Hero Within
      • OPERATIONS >
        • Build It!
        • Building In Front of You
        • Building In Front of Your 2
        • Lead Lean
        • Pencils & Pistons
        • Planning Out Loud
        • Processes Under Control
        • The Ralph Peterson Radio Show
      • SALES >
        • Beyond The Method Selling
        • Inside The Customer
        • Sell It!
        • Serving Up Sales
      • STARTUPS >
        • A Business Primer for Startups
        • A New Business Model For Startups
        • Adulting In My Purpose Business Edition
        • Building Startup Operations
        • Creating A Consulting (Improvement) Business
        • How To Start A Consulting Firm
        • Survival Mode
        • The Geriatric Entrepreneur
        • Your Business 2.0
        • Z Gen Entrepreneurship
      • STRATEGY >
        • #OwnrLife
        • Better Your 4 U
        • Build Your Core for Dynamic Partnerships
        • Grow It!
        • How to Avoid Becoming the 80%
        • How To Become the Top 5%
        • How to Move Beyond the 15%
        • Living the Life .. On YOUR Terms
        • Own It!
        • ReImagine Your Business
        • The Business Owner's Bookshelf
        • The Self Managing Organization
        • Tenacious Top of Mind Business Insights
    • MEET THE HOSTS >
      • Ben Gioia ("joya")
      • Bert Robinson
      • Chris Mayfield
      • Crystal Y. Davis
      • Donna Kunde
      • Doug Thorpe
      • Ellen McIlhenny
      • Glenda Thompson
      • Jason "Wally" Waldron
      • Jeremy Gray
      • Jörn "Joe" Menninger
      • Kevin Beers
      • Lisa Askwith
      • Londina Cruz
      • Mike King
      • Monique McDonald
      • Patty Lawrence
      • RJ Lewis
      • Sarita Johan
      • Steve Sweeney
      • William Eastman
    • JOIN THE TEAM >
      • BECOME A HOST
      • BE A SPONSOR
  • CONSULTING
    • HOST PACKAGES
    • ADVERTISING PACKAGES
    • BUSINESS MAKER PACKAGES
    • FRACTIONAL CONSULTANTS
  • NEWS
    • E-NEWSPAPER
    • NEWS BLOG
    • NEWS PODCASTS
  • RESOURCES
    • START HERE
    • SHOW NOTES
    • GROWTH APP
    • FACEBOOK COMMUNITY
    • LINKEDIN COMMUNITY
    • EVENTS
    • IBGR MERCHANDISE