Know Thy Customer: Customer Engagement Through the Hard Times by Nancie Freitas at Engage 2016
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In service businesses, our human relationships are just as important as our offering itself. Strong client relationships are quite useful in stressful times. During these periods of upheaval, like a change in management or when a client’s business falls short of projections, our personal connections can help us not only retain but also grow the terms of our engagements. In this session, we'll explore a key question: do you really know your customers? Do you fully understand their days, their demands, and what they really care about? We’ll explore strategies to engage and build relationships so that the hard times are not so hard.
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Know Thy Customer: Customer Engagement Through the Hard Times by Nancie Freitas at Engage 2016
- 1. Know Thy Customer – Customer Engagement through Hard Times Nancie Freitas nfreitas@freitasgroup.com
- 2. Real Stories
- 4. Desire Clemency Collaboration Trust More business Better relationships = bigger business
- 5. TODAY ~ Empathy…What’s it like to be you? Value…How can I help you?
- 6. The Office of the CxO 20Business Strategy 10Functional Strategy 30Budgeting 45Cross-functional Leadership 40People = 160%
- 7. The Office of the CxO Business Results 15% Business Strategy 20% Functional Strategy 30% Budgeting 45% Cross-functional Leadership 40% People = 140%
- 8. Senior Leaders 15% Business Strategy 30% Functional Planning 30% Budgeting 30% Cross-functional Leadership 40% People 15% Execution = 145% *THEY achieve business results
- 9. What’s in their Way • Rank • Pain promotes reactive, tactical thinking – Check lists and criteria • Little management training – OTJ • Time – as in none
- 10. Practical Tips (tactical) • Listen – don't interrupt, except to clarify • Tune in to non-verbal communication • Use people's name • Smile • Take a personal interest Source: www.mindtools.com
- 11. Practical Tips (strategic) • Be a truth teller • Expand the checklist and prioritize the criteria • Become a teacher • Make your time count
- 12. Do More 1. Do their job 2. Go beyond the hire 3. High-Highs 4. Work a strategy
- 13. Write the Job Description • Success in 1 year? 6 months? • Expected deliverables? • Steps involved? • Range of ‘ownership’ Hire a copywriter Outputs Vision Tasks Role
- 14. Go Beyond the Hire • Onboarding checklist • 30day Check-in Business Strategy Org Structure Functional Strategy Pains & Gains Key Relationships Best Lunch Spot
- 15. Model the Champions • High-Highs Performance Potential Bob Jessica Greg Stacy Keith Amanda Karen Carl Bruce
- 16. Get In Front • Success in 6-12 months • What’s the real problem? • How’s it being done today? • Team dynamics • “what about” • Provide candidate’s strengths & concerns • Be part of the download – help calibrate
- 20. When Things Go Bad Doug’s story • Founder reputation Elyssa’s story • Client changes the rules Michelle’s story • A non-conforming jurist