Become Your Customer’s Trusted Advisor Featuring Todd Hartley

Amazing Business Radio

Top Takeaways:

- The goal of customer service should be to answer questions, eliminate confusion and become your customer’s trusted advisor.

- Customer service training is your most valuable asset. It is always worth investing in.

- More often than not, customers leave companies due to a lack of transparency or authenticity.

- An amazing customer experience can translate directly into word-of-mouth marketing.

- The customer experience doesn’t start after a customer makes a purchase or even on the first sales call. It begins at the first interaction the customer has with your company, which could be as simple as them browsing your website.

- The sales experience is part of the larger customer experience. It’s what makes the customer say “yes” the first time, and hopefully keep saying “yes” over and over again.

- Sales and service go hand-in-hand. If you’re in the sales process, your goal should be to demonstrate an above-and-beyond level of helpfulness and willingness to help your customers achieve their goals.

- Video is a very powerful and effective tool and can be used for a variety of purposes. For example, send a video proposal instead of a PDF, or send a video recap to a decisionmaker after an important call. Video can also be used to cross-sell or upsell in the right scenarios.

- Take the opportunity to learn what your client’s criteria for success are and position yourself in their future. Just ask: A year from now, what would have to happen for you to feel working with us was a success?

- Ritualizing video into your CX can answer questions, share new information and position you to become your customer’s trusted advisor.

Quotes:

“If you become a trusted advisor, you become a magnet for new opportunities, because the customer knows that you will take care of them at a very impressive level.”

About:

Todd Hartley is the Founder and CEO of WireBuzz and a rock star of remote selling, video marketing and sales optimization. He creates effortless, on-demand buying experiences that improve clarity and eliminate confusion.

Learn more about your ad choices. Visit megaphone.fm/adchoices