The ideal is to make buying from us easy for the customer. Yet, using friction as a deliberate tactic can help to avoid buyer’s remorse. If we use friction with careful consideration, we can create raving fans.
What can you learn from irritating sales call requests?
I’m irritated when someone reaches out with a connection request on LinkedIn, then quickly follows up with an ask for the sales call. I’m learning to ask what does that tell me about my own sales style. I need to ask for business in a way that not only works, but works for me.
Charting an end-to-end revenue cycle
When we chart intermediate conversion steps through the end to end revenue cycle, we can see trends that help us with improving the overall sales process. Regardless of stage or team that is interacting with the prospect.
Make Your Customer the Hero of the Story
I was having a conversation recently with another Founder about how to perform superior customer engagement in a B2B environment. What slipped off my tongue without really thinking a great deal about it was that a key way to build a strong relationship with your customer and get repeat business is to make your customer look good in their own organization. (I added, it’s probably something you want to do for your boss too, but that’s for another conversation)
Use Social to Bring People to your Site (Not to Send Them Away)
You’ve succeeded in the hard work of getting them to come to your site, why throw this away. To decrease the bounce rate and increase conversions on your site, you want to use social to bring people to your website, not to use social on your websites to draw people away.
Mapping CX – Charting the real journey of your engagement with Customers
Experience Mapping – whether on behave of the user or customer – is a relatively new concept . So there aren’t a lot of automated tools out there to do this. What you do find is that this is often offered as a consulting service or done as an occasional exercise by internal teams.
