Written By: Holly LaBoda | Mar 29, 2021 12:00:00 AM
If I were to ask you to think of a memorable customer experience, what comes to mind? I’m willing to bet a bad experience or two pops into your head, along with maybe a really excellent one. There are many theories why, but in general, most of us tend to remember the bad experiences more than the good experiences, unless they were particularly astounding.
While working with a customer recently, we introduced the concept of Make-or-Break Moments. Those critical points with any customer that, depending on how you approach them, can help you accelerate your relationship, or really tank it. When things go wrong is certainly on that list, but it might surprise you that it’s also critical to consider what to do when things go right.
Put simply, customers are busy, and they aren’t going to remember all the good things that happen everyday, because they EXPECT good things to happen. It’s our job to remind them, in a way that doesn’t sound like you’re just going around and tooting your own horn but serves the broader purpose of keeping and growing your relationship.
Busy customers don’t want to waste time listening to your self-serving highlight reel of greatest hits every time you talk. That gets old. Fast. To keep them listening, say something that matters (to them). We recommend focusing your wins on those that are either early, consistent, or substantial – or any combination of those factors.
Whatever type of win you have, three rules of thumb apply.
Being smarter about how you share wins with your customers will help you keep them, but remember that you can’t service your way to growth. A strong overall strategy with new and current customers will help you get, keep, and grow the relationships you want. If you or your team needs more help there, check out these learning options through the Logistics Sales Academy, or talk to us about your specific needs!
Tags: Strategy
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