The Business Creator's Marketing Mastermind #30: Create Customer Engagement
Dan Prudhomme | October 29, 2023
Read time: 3 minutes
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WHO I’M QUOTING:
"The main thing is to keep the main thing the main thing" -Stephen Covey
"How to Know a Person" -David Brooks
The book delves into one skill...the ability to see someone else deeply and make them feel seen- to accurately know another person, to let them feel valued, heard, and understood.
It emphasizes the importance of active listening, tailored connection, and individual engagement.
Try it at https://rebrand.ly/5bd410.
WHAT’S NEW IN AI FOR BUSINESS STRATEGY:
Vtiger
Helps you and/or your teams (marketing/sales/customer service) deliver exceptional customer services with AI-powered conversation analysis.
It can be utilized for providing better support that can lead to more targeted solutions and services.
You can leverage intel as well to help cultivate buyer personas.
Try it at https://rebrand.ly/vs9oha1.
NO COST TOOL:
Platforms like LinkedIn, X, Facebook, and Instagram:
Connecting with your audience, sharing valuable content, and engaging with customers.
You can create and schedule posts, respond to comments and messages, and build a community around your brand- all without any direct financial cost.
Active social media engagement refines your persona creation by offering direct insights and feedback from your audience.
ACTIONABLE TIP:
An actionable tip for creating customer engagement based on the concept of deeply understanding and making customers feel seen is to practice active listening. Here's how to apply it:
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Active Listening: When interacting with customers, whether through in-person meetings, phone calls, or online communication, give them your full attention. Avoid distractions and multitasking. Listen actively by focusing on their words, tone, and emotions.
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Ask Open-Ended Questions: Encourage customers to share more about their needs and preferences by asking open-ended questions. These questions can't be answered with a simple "yes" or "no" and invite customers to provide more insights.
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Empathize and Validate: Show empathy and understanding by acknowledging their feelings and concerns. For example, you can say, "I understand how that might be frustrating" or "It sounds like you're looking for a solution to [their specific problem]."
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Tailored Responses: Tailor your responses to the individual customer's situation and needs. Avoid using generic or scripted answers. This demonstrates that you're genuinely interested in their unique circumstances.
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Follow-Up: After your initial interaction, follow up with customers to check in on their progress or satisfaction. This extra step shows that you care about their success and well-being.
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Personalized Recommendations: Based on your understanding of the customer, provide personalized product or service recommendations that meet their specific needs.
By actively listening, empathizing, and tailoring your interactions with customers, you can make them feel valued, heard, and understood. This, in turn, enhances their engagement with your brand and fosters stronger customer relationships.
SUCCESS STORY:
The creation of Geek Squad, a subsidiary of Best Buy, is an excellent example of using the concept of deeply understanding and making customers feel seen to develop a successful business.
Engagement with Customer Needs:
-Best Buy saw a gap in the market, realizing customers needed reliable tech support. They spotted this need through customer feedback and market research.
Personalized Solution:
-In response, Best Buy created Geek Squad, offering personalized tech support. They provided a range of services to meet diverse customer needs, making them feel valued.
Building Trust and Expertise:
-Geek Squad technicians were trained not only to fix technical problems but also to communicate effectively with customers, making them feel confident and understood. They became trusted experts who simplified technical concepts.
Community and Ongoing Engagement:
-Geek Squad expanded its services beyond tech support, creating a community and offering educational resources. They engaged with customers through newsletters, forums, and workshops, fostering a sense of belonging and ongoing support.
Outcome:
-Geek Squad met a vital customer need for tech support by personalizing services and fostering ongoing engagement. This built strong customer loyalty and trust.
The concept of deeply understanding and valuing customers' needs and experiences played a pivotal role in the creation and success of Geek Squad as a business within Best Buy.
It's a powerful example of how customer-centric thinking can lead to long-term success.
Q&A:
The questions received this week revolve around the topic of being able to create customer engagement.
1): How can a business identify crucial customer needs and preferences?
-A business can identify crucial customer needs and preferences through customer feedback, market research, surveys, and by observing customer behaviors and interactions.
2): What are some ways to personalize services for customers effectively?
-Effective personalization can be achieved by tailoring products or services to individual customer needs, offering customization options, and providing personalized recommendations based on customer data and preferences.
3): Why is ongoing customer engagement important for building trust and loyalty?
-Ongoing customer engagement is important because it helps build trust and loyalty by maintaining a connection with customers, addressing their evolving needs, and providing value through educational content, support, and community building.
4): Can you provide an example of a business that successfully implemented these principles to achieve long-term success?
-One example of a business that successfully implemented these principles is a fitness app that offers personalized workout plans, tracks users' progress, and provides a community forum for users to share their experiences and support each other. This approach not only addresses individual fitness goals but also fosters ongoing engagement and loyalty among users.
Feel free to ask more questions or delve deeper into specific aspects of the topic!
If you have any questions or requests like the above Q&A example regarding response, please feel free to DM or email me at [email protected]. I'm always happy to connect, impact, and share.
UNLEASHING YOUR INNER MASTERMIND:
Mastering the Art of Personal Growth, including creating customer engagement, is all about working with individuals who possess unwavering determination and a clear sense of purpose.
Empathy plays a vital role in building connections with these individuals, showcasing your understanding of their goals and challenges.
Action Item:
-Create a "Mastermind Board" to harness collective intelligence and inspire personal growth.
-Gather a diverse group of people with different skills and experiences.
-Regularly meet to discuss goals, challenges, and ideas. Together, you can offer insights and solutions that no one person could achieve alone.
-The synergy of a mastermind group can supercharge your personal growth journey.
RESOURCES
Revolutionize Your SMB's Social Media Game - The "Must Have" 10 Growth Strategies to Check Off Now! Download now
Read past issues of The Business Creator's Marketing Mastermind in The Business Creator's Marketing Mastermind Newsletter.
Read past issues of Solve to Learn in Solve To Learn Newsletter.
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