Distrust is the biggest obstacle to overcome for customer growth. You need to develop a trust strategy more than you need a sales strategy to reach customers in the new economy.
10. Our default
setting is
now
48% distrust
of people aged 35 to 64 are likely to trust
what they see, read or hear
ONLY
if someone they know had already
mentioned it to them.
20. Premium Products
Must be Supported with…
• Premium service
• Premium surroundings
• Premium attitudes
• Premium relationships with customers
21. Their service is
the BEST!
No matter what you sell, there needs to be a
specialty, something you do better than
everyone else. You can’t beat your competitors
on every level but you can be extraordinary in
the areas that you choose.
22. How could we improve
our stores to be more
premium in our…
• Premium service
• Premium surroundings
• Premium attitudes
• Premium relationships with customers
34. Everyone
seems to really
like working
there.
Enthusiastic and approachable employees will
become your greatest marketing tool and will
continue to bring customers back.
38. I feel like I’m
the only
customer in the
restaurant.
In-store efforts should be focused on reducing
wait-time, increasing eye contact and
remembering repeat customers.
39. Name one improvement
you can make in each of
the four C’s
• Care
• Competence
• Clarity
• Consistency
50. It’s worth
the price.
Customer experience is what you’re selling
in return for loyalty.
51. I feel
appreciated.
They really
care about their
customers.
You’d be surprised at how important this is to
today’s generation.
Loyalty reward programs rock.
52. I have a say.
The newest generation of consumers and
spenders want everything to be
customizable, even the businesses they
frequent. Offer more than a physical suggestion
box by reaching out directly for feedback.
53. How could we make the
customer experience
more memorable?
57. I follow them
on Facebook
and Twitter.
The “and” is especially important here. Cross
posting is the biggest pet peeve of social media
users. Use each platform separately and to their
greatest individual strengths.
58. Marketing
Message
Old New
Old
Dead Huh?
Medium
New Lost Yeah!
60. I just wrote
them an
awesome
review.
Using the designated “People love us on Yelp”
stickers on your door not only offer “social
proof” that people like you, but they encourage
further public shout-outs and visual cues.
61.
62. I heard about
them at…
Being in the small business community means
that you’re part of a community.
Become a face at local events.
70. Thank you for
bringing me back to
Sub Station II
Check out my videos
at BizWizTV.com
for more information
to help your
business.
Contact me:
Russell@RussellWhite.com