Tip:
Highlight text to annotate it
X
Hello there, I’m Jim Glover, That Branding Guy, for Once a Day Marketing. It’s Action
Wednesday so how’s that branding and marketing going? I hope you’re out there every day
doing a little because over a long period it’s really going to pay off for your business.
Now today we’re going to be talking about how to improve your brand and profits by quickly
responding to customer needs. I’m sure you’re not this kind of person but there are many
people in organizations out there that really work all the time on developing their businesses
so that they can get more customers and they fail to reaction in a timely fashion when
those customers make inquiries. It’s important to your brand, your customer relationship,
and also to eventual sales, that you follow up with customers and make that favorable
impression.
Let’s take a look at some of these engagement opportunities. Sometimes your customers come
into your store, are you immediately recognizing them and saying hello? Same thing might be
true with your office space. People love to be recognized and even if there’s a delay
they just want to know that you notice. How about the phone? Sometimes the phone rings.
Do you answer it immediately? If they leave a voice message how quickly do you get back
to them? I have a friend, a consultant, who makes it his mission to call back any call
within one hour.
How about email replies? People make inquiries, they email you. Are you getting back to them
quickly with the answer to whatever their question might be? Same thing with social
media. I did a blog on this entire subject. You’re creating a social media environment,
Facebook, LinkedIn and Twitter and they respond. Are you in a timely fashion responding back?
How about something as simple as a business proposal? You go into a meeting and they like
your offering so they say “yes, give us a proposal.” Are you getting back to them
quickly with that proposal because they’re in the mode to buy?
And then something else like shipping a product and delivering on a product. They want it,
they need it, they’ve made the inquiry, they’ve made the purchase. Are you getting
back to them ASAP?
Getting back to your customer promptly shows them that you really care about them and also
creates a favorable brand experience which then enhances the brand in their mind. So
your action item today is to look around your company and make sure you are responding quickly
to all the touch points with your customers.
That concludes us Action Wednesday. Be sure to join us tomorrow for Recon Thursday. If
you need branding support, please contact me to discuss an online or face to face service
engagement. You can find that information at the end of this video. I’m Jim Glover,
That Branding Guy, for Once a Day Marketing and we’ll see you next time.