IN THIS ISSUE
Hey there, savvy entrepreneur,
Happy Summer
Every business leader knows that happy customers are their organization's overall objective, which is tied to revenue and profit. You cannot have one without the other.
In this issue, we will show you how to transform your service model from ordinary to extraordinary. We’ve also compiled a list of unique and engaging ways to turn happy customers into loyal followers who drive revenue and profit.
Alan Stern, this issue’s contributing author, explains how to master social media attention using the HEAT Method
Are you a PROFIT360 subscriber? Use the QR code to join for free.
Wishing you continued success,
SandraPrice
PS. If you live in the Chicago area, please consider attending our live events!
TABLE OF CONTENTS
01.
One Strategy
From ordinary to the extraordinary How to create a personalized and sustainable client experience that drives revenue and profit
02.
One Resource
Creative Engagement - Unique ideas to take your service model to an extraordinary level
03.
One Contributing Author
Alan Stern, founder of Persona Marketing Services and the H.E.A.T. Method, explains how to get noticed on social media without spending more money.
04.
One Book Review
Change - How to Turn Uncertainty into Opportunity by Curtis Bateman, Marche Pleshette, Andy Cindrich, and Christi Phillips. This book explains how to implement key objectives that lead to positive change.
FROM ORDINARY TO EXTRAORDINARY FROM SERVICE TO AN EXPERIENCE - PART I
"To transform your service model from ordinary to an extraordinary customer experience, create a business model prioritizing creative customer engagement, fulfillment, and loyalty."
By Sandra Price
Every business leader knows that happy customers are the organization's overall objective, which is tied to revenue and profit. You cannot have one without the other.
That said, it becomes critical to understand how your customers define happiness. How do they engage with your products or services? How will you keep them happy? Is just making them happy enough to create long-term loyalty to your company?
Is your business model and company culture built to ensure sustainable customer relationships that drive revenue and profitability?
You must create a model prioritizing customer engagement, fulfillment, and loyalty to transform your business from ordinary customer service to a unique customer experience You must meet your consumers where they are, and your business model must rise to the challenge each time.
This article outlines the key steps to create an extraordinary customer experience
Personal Attention and Customized Offerings
Personalization goes beyond addressing customers by their first names It involves understanding their preferences, history, and specific needs to tailor product offerings and services accordingly. Use customer data and advanced analytics to offer customized solutions and recommendations
Customized services and product offerings can be particularly effective in personal and wellness industries, retail, healthcare, finance, and hospitality, where carefully chosen products and services can significantly impact customer satisfaction and loyalty.
Consider offering special pricing or bundling your offerings during special times of the year to your ideal customers.
Check ins/Follow ups/Rewards
Building strong, lasting relationships with customers is essential to a highvalue experience Regular follow-ups, check-ins, and personalized communication can make customers feel seen, valued, and appreciated.
Loyalty programs, exclusive offers, and personalized rewards can further strengthen these relationships. Proactively addressing customer issues and concerns demonstrates your commitment to their satisfaction
Transparency, Trust, and Humor:
Transparency builds trust, and humor adds a personal level essential for a high-value customer experience
Be open and honest with your customers about what they can expect from your services. Clear communication about pricing, policies, and procedures helps prevent misunderstandings and builds credibility and trust.
Tasteful humor adds to the human element, making the experience personal and less transactional Alan Stern’s article outlines the use of humor in detail don’t miss it!
Customer Centric Culture
Every employee should understand the importance of the customer experience and be empowered to deliver exceptional service.
A high level of client experience and engagement should not be assumed. With intention and clarity, hire and train your leadership and employees to understand how to execute your desired level of customer engagement and expected results and how this can positively impact them.
Schedule specific and regular training and development programs focused on customer service skills, empathy, and effective communication.
Empowered employees are more likely to engage at a high level, and they are more likely to stay employed
Provide your team with the tools, resources, and authority to resolve customer issues quickly and effectively
Recognize and reward employees who show by example to go above and beyond in serving customers.
Customer Feedback and Insight
It is crucial to actively seek and use customer feedback for continuous improvement. Surveys and focus groups can help you gather insights. You can use this feedback to identify areas for improvement and change
Demonstrating that you value customer input and are committed to enhancing their experience can and will take your business to new heights.
“Efficiency and ease of access are critical components of a high-value customer experience..”
High-Level Quality Standards
Service quality is a critical factor in customer experience Implement rigorous quality control measures to ensure your services consistently meet high standards.
. Review and improve your service offerings regularly based on customer feedback and industry best practices. Investing in the latest technology and training can help maintain a high level of service quality
Efficiency and ease of access are critical components of a high-value customer experience. You can optimize your business processes to reduce wait times and ensure products or services are delivered promptly.
Gather their insight on customer behavior, market trends, and competitive landscapes Informed decision-making becomes your competitive advantage, guiding you toward opportunities that align with your business goals.
Implement technologies that make it easy for customers to interact with your business, whether booking appointments, making inquiries, or providing feedback. An intuitive website and mobile app can significantly enhance accessibility and convenience for your customers
Consistency Across All Channels
Ensure a consistent customer experience across all channels, whether in-person, online, or over the phone. A seamless omnichannel experience allows customers to interact with your business through their preferred channels without disruption
Consistent branding, messaging, and service quality across all touchpoints reinforce your commitment to a high-value customer experience
Community Engagement
Engaging with the community can enhance your brand's reputation and foster a positive customer experience Community engagement can build goodwill and strengthen customer loyalty.
Measuring Success
Measure the effectiveness of your customer experience strategies regularly using key performance indicators (KPIs) such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates
Creative Engagement
When enhancing your customer service model, think creatively. Extraordinary service may mean offering the expected See part II for a list of ideas to get you started
From the Editor
CREATIVE ENGAGEMENTFROM ORDINARY TO EXTRAORDINARY PART II
To enhance your customer service model, think creatively. Extraordinary service may mean offering the expected. Here’s a list of ideas to get you started.
Virtual Reality (VR) Experiences
:
Implement VR technology to provide immersive experiences. For instance, real estate agencies can offer virtual property tours, allowing customers to explore properties from the comfort of their homes
AI-Driven Chatbots: Deploy AI chatbots that can handle customer inquiries 24/7, providing instant and personalized responses This can enhance customer satisfaction by offering timely assistance.
Exclusive Events:
Host exclusive events or VIP experiences for loyal customers This could include behind-the-scenes tours, meet-and-greet sessions with industry experts, or exclusive product launches
Pop-Up Experiences:
Create pop-up shops or temporary installations in unique locations. These can offer interactive experiences and engagingly showcase your products or services
Gamified Rewards:
Introduce gamified loyalty programs that reward customers for their engagement. For example, a restaurant could offer a digital punch card where customers earn points for each visit, redeemable for special rewards.
Behind-the-Scenes Content:
Share behind-the-scenes content that showcases the people and processes behind your services. This can build trust and humanize your brand.
“The financial benefits of creating a high-valued customer experience are multifaceted, impacting revenue generation,
cost efficiency, and greater potential for profit.”
Empathy Training:
Train staff in empathy and active listening to ensure they can effectively connect with and understand customer emotions. This enhances the quality of interactions and builds stronger relationships.
Boosting Employee Morale and Productivity:
A focus on customer experience can enhance employee engagement and morale. When employees see the positive impact of their work on customer satisfaction, they are more motivated and productive
Creating a Positive Work Environment:
A customer-centric culture often leads to a positive and supportive work environment Happy employees are more likely to provide better service, creating a virtuous satisfaction cycle for customers and staff.
Commanding Higher Prices:
Businesses that offer exceptional experiences can justify premium pricing. Customers are often willing to pay more for superior service and personalized attention, leading to higher profit margins.
Reducing Price Sensitivity:
Customers who perceive high value in their experiences become less sensitive to price changes This can provide a buffer against competitive pricing pressures and economic fluctuations.
Driving Continuous Improvement:
Regular feedback and insights from customers can drive continuous improvement in service delivery. This helps the business stay ahead of market trends and adapt to changing customer preferences.
If you Live in the Chicagoland area, please join us!
“The H.E.A.T. Method is a strategic way to market your services on social media without spending money.”
By Alan Stern
Today's fast-paced world is challenging, especially as the cost of doing business increases, making it harder to run a lean business.
Did you know that nearly 50% of small businesses fail within five years, with inconsistent cash flow being a significant reason?
Given the current climate, here are a few more statistics to consider: The average person spends roughly 25 hours a day on social media
The average person sees somewhere between 4,00010,000 advertisements a day. The average attention span of a human is 825 seconds
Although 2.5 hours a day may not sound like much, over a year, that equals 864 hours, equivalent to 36 full days a year!
One roadblock many businesses face is that most people engage in social media to be entertained while you are there to sell and promote your business; this can lead to a massive disconnect
Another crucial factor is a two-part issue: getting noticed and being remembered
It may mean that eventually, you may be unfollowed if you promote and sell too much because it can be viewed as spam So what is the solution?
The H.E.A.T. Method
The H.E.A.T. Method is a strategic way to market your services on social media without spending money
It combines four key elements: humor, education, adding value, and developing trust.
@personamarketingservices.com
When delivered correctly, it will allow you to show your personality in your marketing while demonstrating your expertise.
Combining these elements is crucial since people don't buy from brands but from those who represent brands.
Let's unpack each of these elements:
Humor
Using humor is extremely powerful for several reasons. When people laugh, they tend to remember what made them laugh, which allows you to cut through the media noise and create a message that sticks.
However, it's not about being funny; it's about creating a connection and humanizing your brand
Some simple examples include creating a meme or a GIF; they can also be turned into advertisements that your audience will share.
As a result, you can show your personality in your marketing and meet your audience where they are.
. When that happens, they will pass along your business information in a very unique way
Education
In the world of business, people exchange money for solutions.
When you use education in your marketing, you can position yourself as a valued resource instead of merely a salesperson.
When this happens, your audience will learn to look to you for detailed information on subjects you are knowledgeable about. By taking this approach, you demonstrate your expertise without appearing salesy
Examples of education resources can include blog posts and infographics.
Adding-Value
We live in a world of scams, and prospects are becoming increasingly skeptical of everything.
It doesn't matter what you say or how you say it What matters most is how your audience feels when they receive the message.
You can use that to your advantage because when you introduce something of value to your network, they associate that value with you. In other words, you become the source.
Think outside of business for this: when you introduce your network to something that enhances and adds value outside of business, they will think of you as the source by proxy. Examples include networking groups, restaurants, music, hotels, etc
Trust
Nobody can sell you better than a satisfied customer. It's been said that 92% of consumers trust recommendations from friends and family above any advertisement campaign.
When you can collect reviews and repurpose them across social media, your satisfied customers are doing the selling for you. I
If you are wondering where to start getting reviews, collecting recommendations on LinkedIn is an easy place to start LinkedIn allows you to display what the community says about you on your profile.
Imagine meeting someone in person just once, adding them on social media, and having your content allow them to warm up to you over time.
Conclusion
By leveraging the H.E.A.T. Method, salespeople and small business owners can create a social media presence that does the majority of the selling for them The HEAT Method is ideal for those who frequently attend networking events looking for a simple and cost-effective way to make the most out of every event.
When Your Marketing Goes Cold, Drop Some H.E.A.T.
Alan is the founder and owner of Persona Marketing https://thisisalansterncom/
BOOK REVIEW
“The Outcome of Change Depends on Human Behavior”
This month’s review is Change - How to Turn Uncertainty into Opportunity written by Curtis Bateman, Marche Pleshette, Andy Cindrich, and Christi Phillips
Change management strategies often look great on paper, but when organizations attempt to implement them, they encounter problems. Change becomes challenging because leaders fail to take an essential truth to heart: The outcome of any change effort depends on human behavior
Key Take aways:
• Human behavior makes corporate change initiatives more complicated.
• Employees react to change efforts with a range of predictable responses. They either “move, minimize, wait, resist” or “quit.”
• To coach employees through change, leaders must address their emotional reactions
• Present a “change vision” to help your employees understand and support your proposed future
• Use the “Change Model” to track your firm’s change journey across four distinct zones:
• “The Zone of Status Quo” – Prepare for possible changes
• “The Zone of Disruption” – Expect trouble and use information to forestall it
• “The Zone of Adoption” – Embrace breakthrough strategies if unforeseen difficulties arise
• “The Zone of Innovation” – Devise and test new ideas
• The Change Model helped telephone provider Three win the J.D. Power Awards.
Not all readers are leaders, but all leaders are readers ~ Mark Twain
