growing your business through the voice of your customers
DESCRIPTION
Search Google for “home improvement contractors” in your area. You’ll notice many who list customer service as one of their top attributes. Within a few clicks, reviews from their clients tell a completely different story--A huge red flag. Ultimately, homeowners want to hire a remodeler whose credibility is strengthened by client testimonials. Without the voice of your customers, growing your business can be a nearly impossible challenge. This presentation covers key strategies to leverage your client’s voice and ensure they are singing your company’s praises, including: - Developing a more customer-centric company culture. - Improving communication with clients. - Identifying who your company’s raving fans are. - Empowering your raving fans to share their story with others.TRANSCRIPT
Growing Your Business ThroughGrowing Your Business ThroughThe Voice Of Your CustomersThe Voice Of Your Customers
Rebekah Taylor, GuildQuality Rebekah Taylor, GuildQuality Senior Account ExecutiveSenior Account Executive
Growing Your Business Through The Voice Of Your Customers
Who We Are and What We Do
• Network of home services contractors, remodelers, builders, and real estate developers.
• We’ve partnered with Remodelers Advantage to help their professionals improve their delivery of customer service.
• We use a multi-touch process to gather customer feedback and, on average, 70% of homeowners respond.
Growing Your Business Through The Voice Of Your Customers
Getting The Kind Of Work That You Want
Growing Your Business Through The Voice Of Your Customers
Homeowners Are Choosing Customer Focused Contractors
40% of consumers 40% of consumers would switch to a would switch to a
competitor for competitor for better service. better service.
40% of consumers 40% of consumers would switch to a would switch to a
competitor for competitor for better service. better service.
Growing Your Business Through The Voice Of Your Customers
Hearing Your Customers
Gather Honest
Feedback
Improve
Communication
Address Problems Early On
Growing Your Business Through The Voice Of Your Customers
Recommendation rate above 95% =1/50 chance of going out of business
Recommendation rate below 80% =1/5 chance of going out of business
Strong Customer Relationships Lead To A Stronger Business
Growing Your Business Through The Voice Of Your Customers
Empowering Customers To Use Their Voice
Growing Your Business Through The Voice Of Your Customers
Why Customers Share Experiences
Growing Your Business Through The Voice Of Your Customers
Reviews = Revenue
Growing Your Business Through The Voice Of Your Customers
Earning Business From Customer Testimonials
Growing Your Business Through The Voice Of Your Customers
Not Listening To Customers And Losing Business
Growing Your Business Through The Voice Of Your Customers
Handling Your Critics
Your Customers Your Customers Are Becoming Are Becoming
More SocialMore Social
Clients Can Be Your Content Creators
Growing Your Business Through The Voice Of Your Customers
Growing Your Business Through The Voice Of Your Customers
“Treat all of your clients and prospects as if they were your grandmother…with 80,000
Twitter followers.”-Daniel Pink, To Sell Is Human
“Treat all of your clients and prospects as if they were your grandmother…with 80,000
Twitter followers.”-Daniel Pink, To Sell Is Human
New Spin On The Golden Rule