Know Who Your Customers Are When They Call

Today, we are seeing a great increase in the use of CRM software in managing customer relationships. A good CRM definitely helps sales teams in keeping track of customer information. However, to be really effective the intelligence stored in the CRM must be connected to all company systems that are involved in serving the customer. This starts with connection to the phone system system on a real time basis. customer service experience, client engagement

Does your call center, service center and reception know who the clients are when they call in? Do? they know enough of the clients behavioral style to provide a customized experience? Imagine the increased revenue gains and efficiency if the right employee could be matched to the customer starting with the phone calls. To do this the CRM and phone system must be connected, and the right behavioral data stored and programmed into the CRM.

Learn more: Why Businesses Connect Their Phone Systems with CRM Software to Manage Customer Relationships - click here.

Why Retailers Want to Read Your Mind

Why do retailers want to read your mind? Because they understand that if they enhance a customers overall experience in their store, their customers will spend more time and money.

Client Engagement, DNA Relationship System, Customized Experiences

A recent USA Today article detailed the mix of initiatives that retailers are testing in order to target you with products and promotions that are likely to resonate with you.

Loyalty cards, birthday promotions and sale pricing are all examples of how a retailer gets the demographic information so they can tailor the shopping experience for you. Understanding what life stage you are in, whether or not you buy on impulse or rational thoughts, what type of ambiance is best for you are critical in attracting the right type of customer.

David Forbes, a psychologist who consults with Nordstrom and Gap, recently came up with an industrial chic dcor for outlet stores. After all, Forbes says, a stores ambiance can lure or repel consumers based on their mindsets and what they are looking for emotionally in a shopping trip.

Its not just retailers that are moving towards the behavioral model. Any business with a customer understands the more quickly they truly know and engage a customer on their terms, the stronger the relationship. What experience are you creating for your clients?

Learn more about how you can engage your customers on their terms.

Managing Perceptions to Build Relationships

Managing Perceptions to Build Relationships

When it comes to building meaningful and successful relationships with your family, friends, colleagues and clients, effective communication is foundational. The quality of your relationship with any person has a direct impact on the quality of decisions that get made. When the communication is poor, peopleCommunication DNA Profile start making decisions around each other because the trust has been diminished. Poor communication and breakage in trust may be the result of differing styles of communication or behavior. However, it can also be a simple case of misunderstanding another person’s words or actions.

In their recent management principle, Internal Innovations addresses an important aspect of good communication? – managing other’s perceptions. Dean Harbry writes, “it is important to realize that we are responsible for managing other’s perceptions of us. Taken to an extreme, this could be harmful and even manipulative, but utilizing self-awareness and empathy is crucial when others are left to judge. It is unfortunate but true that people will judge others by their actions and themselves by their intentions”.

When you find that there may be a gap between “what was said or done” and “what was heard or perceived”, make the effort to close the gap. Clarify your intentions to make sure that you have been fully understood. This will benefit your relationships in the long run.

How might you need to modify your behavior to manage other’s perceptions?

To read the full article on the Internal Innovations blog, click here.

The Rules of Engagement

Everyone is talking about client engagement, but what are firms actually doing about it?? Client engagement is not just about good feelings; it has emerged as the #1 driving factor in revenue growth.

Want to know how?? Heres a simple example.? I was strategizing with one of my coaching clients, Greg, a financial advisor at a leading RIA firm, and he mentioned his firm was adding two more product providers to their preferred list.

Greg called eight high-quality firms and left a message for his local wholesaler to call him back.? Out of those eight, only five called him back.? Filter number one applied:? I only do business with people who return phone calls.

Greg had conversations with each of those five wholesalers. All seemed to be knowledgeable about their products and eager to earn his business.? To close the conversation, Greg gave each of them very specific common requests with a due date. Each wholesaler promised that his or her internal sales partner would promptly email the information to him.

Client Engagement, DNA Relationship System, Customized Experiences

Out of those five wholesalers, only three actually delivered the right material, if any at all.?? Filter number two applied:? I only do business with people who demonstrate credibility, that is, say what you will do and then do it.

In the blink of an eye, we are down to three firms.

So, I asked Greg how he selected the two firms.? Was it the unique value proposition of the firm or the product track record, or the knowledge level of the wholesaler?? Gregs answer will surprise some you.? All of that stuff is pretty much the same story, he replied.

The real difference is that one of the wholesalers actually created a unique experience for me.? She understood exactly how to present her standard product to me in my terms.? The entire interaction was all about me and I felt a higher level of trust with her and her products.

Greg added only one new firm to his list.? Will your firm be the ONE next year?

Start engaging your advisors now with an online tool that gives you and your team easy answers to customizing every advisor interaction.

Learn more about client engagement by visiting the Communication DNA Website.

It Really is All About ME

I like transactions that are easy, effortless and fun.? Save me some time and the aggravation of not having to wait in a long voicemail queue and I will reward your firm by sharing my positive experience at every opportunity.

customer service experience, client engagement

But how would a call center employee know that about me if they havent had frequent interactions with me? And furthermore, what difference does it make?

The hard-edged measurable results are that you will get more business.? According to Gallup research, 23% more business to be exact: from me and from my referrals.

A few weeks ago I needed to call customer service at a major bank.? Like many of you, I was dreading having to even make the call.? Why?? Long automated menu selection, not even having the option that I need to select, then having to figure out how to get a live person, and then going into another queue that informs me I am calling at a high volume time and my anticipated wait time is five plus minutes.

To quote a popular phrase: Really?!

Then, after the wait, I finally talk to a service person, only to get the wrong information.? I had to call back two more times (and yes, go through the queue again) before I received the correct procedure.

I certainly shared my experience on the prompt email survey I received the next day.? I guess it is no surprise that no one has acknowledged the poor service or tried to make me happy again.

How many calls come into the typical customer service center on a daily basis?? 1000 plus!? The way I see it, a firm gets 1000 plus opportunities to build and strengthen client relationships.

If you are relying only on customer surveys to gain intelligence on how to create a unique customer experience, you will be left behind by the competition.

To provide unique customer experiences from the very beginning you need the right behavioral information.? And, yes, YOU CAN!!?? Find out how to know, engage and grow your clients at

Using Communication DNA For Lead Generation

Do you ever find yourself thinking about how to generate leads from your lead generation activities?

Although most advisors generate the bulk of their new leads from client referral, they usually have other business development programs to enhance the growth rate of their business.? These lead generation activities range from the more traditional methods, such as seminars and mail drops to more interesting methods, like radio programs and speaking at public seminars.

For lead generation programs to be successful, you need to create a call to action to create leads for your business.? These typically include offering an investment or financial planning report or a chance to win a prize.

One of the biggest complaints and reasons that clients change advisors is poor client service.? Poor client service generally starts with a poor understanding of that particular clients communication preferences and the inability of that client to properly articulate his or her preferences.

By purchasing Communication DNA, you receive a unique link that can be put on your website, your e-mail signature, in brochures or handouts.? When a client or prospective client clicks on the link they are sent to a website to complete their assessment.? This process is very simple.? It takes less than five minutes to complete and upon completion, your client will receive an e-mail with their one-page report.? For a sample report, click here.? Simultaneously, you receive a copy of the report with, not only the report findings, but also all the contact information.

If you are doing a radio program, make the following offer.? Independent research about advisor/client relationships shows clearly that the biggest reason clients change advisors is poor communication and client service.? When was the last time that your advisor asked you about your communication preferences?? If you would like to complete a free assessment to help you articulate your communication preferences, click here.? The process will take you less than five minutes and you will receive your report immediately by e-mail.? This is a service that we offer to all our clients because we clearly understand the importance of developing client service programs based on our clients preferences.

Similar offers can be constructed for other forms of lead generation programs.

If you have not complete your Communication DNA assessment, we welcome you to do so by clicking here.

By doing so, you will also get to experience our Communication DNA follow-up process to see how you can build a similar one for your business.