This week´s assignment:
Blog: Reflect upon how you could improve the work of your business/organization regarding customer satisfaction/experience with the help of the principles of persuasion.
Connected to Reciprocity and Liking
Our distributors sometimes bring customer and potential customers on customer trips to visit our factory. We present our company philosophy and show them the company facilities and the industrial set up behind the vehicle manufacturing. The basic thought with these customer trips are of course to trigger more sales, build up the confidence for the company as such but also with a hope to create loyalty to our brand and influence future purchase behaviour. (building relationships)
This is something I think we shall continue with. These customer visits are very appreciated by our customers and it seems like the basic thought with the customer trips - trigger more sales, build up the confidence for the company as such, create loyalty to our brand and influence future purchase behaviour – is really working. And of course – it´s really a good way building relationships, both between:
- the salesman (working at the distributor, he/she are usually the travelling with the customers to Sweden) and the customer
- the salesman and the Product- and Area Managers at factory
- the customers and the Product- and Area Managers at factory
Relationships are really important! In some regions (for example in Middle East, Asia) it´s everything.
Connected to Consistency, Liking and Consensus
Knowing the customer is a key for successful business. We need
to understand the customers business and daily work even more. By building
customer and market knowledge we´ll get better outputs in line with customer expectations
and demands, which will lead to more satisfied customers and better customer experience.
A good reputation will spread.
We actually have a good segmentation tool for that already which
we should use even more!
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