Marketing Management & Money

In this section of our Customer Engagement training we discuss the critical step of fulfilling your end of the agreement. If you have great customer service, but fail to follow through with what you said you would do, you'll lose customers. It's that simple. But sometimes we don't even realize we're falling short on our end, so this section is to ensure that we make commitments we can keep and then keep them to our customers.

This section of our Customer Engagement training is all about asking for the sale. Too often we only focus on the needs of the customer and we forget that this is a two-way relationship where there is an expectation from the customer but also an expectation from the business. It's short and simple, but don't forget to ask.

This section of the Customer Engagement training is all about resolving concerns your customer will have as they continue to engage in business with you and your company. We will cover the key elements of never argue with the customer, have correct policies and procedures in place to resolve concerns and never criticize the customer. Keep in mind that we will reference back to other training segments so if you have not listened to those, jump back and catch up first.

This section in our Customer Engagement training is all about creating value for your customer. This is how you understand the exchange that is taking place between your products and services and what they are willing to pay for it and feel glad they did.

Here is our list of the top 5 financial ratios you need for your business. (Maybe we cheated and did a few more than 5...)

If you've been following our series on Customer Engagement, the next step in the process is to be able to successfully recommend a solution to your customer. This requires a combination of having the right product knowledge, believing in what you sell, cross selling to get to the best solution, and having a unique selling proposition that makes your solution the best solution available.

It's time to get real and get serious. Too many of us think we're doing good market research in our businesses when in reality we're just going through the motions. This episode is all about doing market research and then actually using the data from the research to grow your business.

The next step in the process is to Understand the Customer's Needs. This is seemingly simple, and it should be, but we tend to think we understand our customers and their specific needs better than we actually do.

Welcome to Part 3 where we go through each step of the Customer Engagement process. The first step is Building a Relationship of Trust with the customer. Essentially if they don't believe you or trust you, you won't be able to have a long-term engagement with your customers. This is the first step in customer engagement.

In this section of our Customer Engagement training, we focus on the basis of your customer interactions. We use a model called the 1 part 2 parts model that teaches you how to move from the 1 part or basic inherent actions of customer engagement toward the grow areas of ideas and innovation (the 2 parts).