Thursday, May 14, 2015

Have You Earned Your Customers' Trust?

When I typed the title, a story, that happened to me a few months ago pictured in front of my eyes.
Once I took a taxi and when I got home, the driver surprised me asking for more money than I used to pay for the same distance. I guess I had the “why” expression on my face, which made the driver ask me if something was wrong. I replied that it was ok, when the driver stretched his hand out to me with some change and his business card, saying “hope to serve you again, just call me”.
A strange driver from the first sight… At that same moment I didn’t even realize how wise he was. He just seemed to be fair to me... A few days later I remembered about the card he gave me, called him and from that day on he takes me home almost every day. And the other strange thing is that he calls me every day by the end of my working day asking if I need his help. He really built some good relationship and at the same time trust. Customers don't buy from people they don't trust. From my personal experience I can assure you that relationship building is very important.
When your business demands word-of-mouth advertising (and can anyone point me a business which doesn’t need it?), you should deliver an unforgettable service, the one I received.
According to a Concerto Marketing Group and Research Now survey, when customers trust a brand, 83 percent will recommend a trusted company to others and 82 percent will continue to use that brand frequently.
Be real YOU with your customers, add a human element! When you’re comfortable, your customer is also comfortable. When you’re nervous, your customer is nervous too. Keep your eyes open and ears listening. Remember: customer experience is becoming even more important than the product itself.
Earning a customer’s trust starts with giving a great service. When customers trust you they become more patient, they can pay even more than used to pay, they will advise your product/service to their friends, they will assist and defend you. Build trust in your company, in your industry, products and services, build trust in you. Earn customer trust and the rest will follow you!

Tuesday, May 12, 2015

Customer Success Story - Best Reward for Any Company!

What can be better for a company than customer success stories?

The reason I decided to write this post is the story I’ve recently read in Facebook - a touching story, which made my friend's day...

One of my friends was telling about his birthday best present. You cannot even imagine - it was a letter from Lufthansa, a German airline, the largest one in Europe. It said: “The captain of the plane wants to speak to you”. After a while a call from that same captain... What a surprise! He called my friend to congratulate his birthday. Unbelievable! It really made my friend happy. I guess it’s a feeling of being important – who doesn’t need to feel special?

A minute call and the whole world will learn about it. Why can’t we make people happy and at the same time spread some good will?
Another story I read once is about a sick woman, who had recently had medical treatment that made her feet numb. Her daughter ordered six pairs of shoes from Zappos, in hope that at least one would work. Unfortunately none fit her and they had to return all the shoes back, explaining the reason. In two days they received a large bouquet of flowers from the company, wishing her health, along with an upgrade to “Zappos VIP Member". So impressive!
Every company says that their customers are #1 priority, they do every possible thing to delight them, but do they all receive success stories from their happy customers? Do they all “talk the talk” and “walk the walk”?  I’m sure not.
Providing an excellent customer service is a must. It’s the most important point in every business which will make you stand out from the rest of your “one-click-away” competition.
Make customers feel important and appreciated as my friend felt on his special day. Treat them as individuals, value sincerity and try to give more than expected. Create a culture of customer service, the best, unforgettable one; help your customers help you!