Friday, 18 May 2012
Tags >> Duct Tape Marketing
Jan 31

Creating the Ultimate Client Experience in 2012: The Seven Stages of Client Engagement, Part 2

Tanya Posted by: Tanya in Blog | Comment (0)
Here we are in the last post of my blog series on creating the ultimate client experience in 2012, and I think you’re going to find it especially enlightening and helpful for building your business. Before reading on, if you happened to miss the other posts and you’d like to get caught up on my exploration with  marketing strategist Kelly Weppler Hernandez of Weppler, Hernandez & Associates of the Marketing Hourglass™ and the seven stages of the buying cycle, just click here and here.
Now that we’ve talked about the first four stages of the sales cycle, we’re ready to take a look at the last three.
  1. Know
  2. Like
  3. Trust
  4. Try
  5. Buy
  6. Repeat
  7. Refer
Congratulations! You’ve moved someone into the Buy phase of the sales cycle; a prospect has become a client. To continue to build on that ultimate client experience when they first come on board, Kelly recommends wowing new clients with a new client kit that sets the expectations of what’s going to happen in this new-found relationship of yours. Convey to them:
- What they need to deliver to you
 - What and when you’re going to deliver to them
 - When payments are due
 - A list of any alternate contacts within your company


Most importantly, make them feel wanted and valuable and thank them for coming on board and entering your world.
 
Once a client buys from you, you want them to Repeat that purchase. But, we’ve all been in that dreaded situation where you do a project for someone or sell them something and then they just go away. You end up feeling like someone who went on an amazing first date and never hears from that potential suitor ever again. “What went wrong?” you ask. Kelly explains that you have to look for opportunities to up-sell or cross-sell your clients while they’re still engaged. Don’t wait until the project is over to let your clients know that this could be the beginning of a beautiful friendship.  
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Jan 16

Creating the Ultimate Client Experience in 2012: Ditching the Marketing Funnel

Tanya Posted by: Tanya in Blog | Comment (0)

designactionstudios-client-experienceWhether you’re an advocate of New Year’s resolutions or you don’t believe the hype, the start of a new year really is the perfect time to think about what you want to accomplish in the months ahead and what you’re going to do to make this year better than the last. In that spirit, it’s time to stop just thinking about how you’re going sell to your clients and start thinking about how you’re going to create the ultimate client experience for them in 2012 and beyond.

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