What Drives Customer Loyalty Now?
If You think customer loyalty was motivated by personal or relationship because of your hard work, then not only are You wrong-but You put your income at risk.
The reason for customer loyalty has changed dramatically in the last decade, according to a study published in the book, “The Challenger is sold” by Matthew Dixon and Brent Adamson. Relationships and hard work are now present in the second and third on the list of what customers value most — and what will encourage them to change service providers.
On the contrary, customers are currently looking for sales people become experts — not in the product or service they offer, but in my own business customers. Sales person who can demonstrate that expertise in the sales process wins major deal from the competition before.
Here’s how Your customers consider, from the lowest value to highest:
If You know your product, you are a human cataloger
If You know your services, Your technician
If You can customize your products and services to the customer’s needs, You are a sales person
If You know the problem and Your customers, business consultant
If You know the industry market, customer and competitor challenges, you are an expert
Business customers who move them from those sales experts. If You want to be big winners in your market, You should increase your expertise and demonstrate expertise in a meaningful way to your customers.
These are actions.
1. Learn Your customers ‘ industries, business challenges and your competitors. It doesn’t have to be a the free information that will increase the value. Instead start with just a few steps:
Read and subscribe to the top of your customer’s industry two or three blogs.
Input the keyword in the notifiers Internet search tools for three or four terms on key industry issues for your customers.
Read the newsletter of the Association of trade and industry website your customers.
2. ask your customers about changes in their industry. Focus on four categories: regulatory, technology, mergers/acquisitions and innovations. This category forward and often the drivers market with the largest customer in need of help.
3. Recommend how you can help your customers. Explain how your products and solutions address the challenges ahead of them. When You demonstrate expertise, the language you use is important. Focus on their issues more than your offer. Use language:
Time: How You can help them to become faster and more responsive to the market and deadline compliance.
Money: Save and make money is always a motivation to shoppers consider expertise rating. In addition, there is a measurement of the money in connection with the market. How to work with you to change their position on the market in the field of value, price, or cost sharing?
Risk: the negative impact will come from something you point out can be powerful motivators to action. The loss of market share, the penalty for non-compliance and risk technology controlled by competitors are all threats that can help customers see you as an expert is valuable.
Achieve a level of expertise rating has a major impact on customer loyalty. Increase Your relevant expertise can help you beat your competitors work hard ‘ and personal relationships.
