customer delight

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By Steve Schmidt, Partner

“If you want to interact effectively with me, to influence me, you first need to understand me.” – Steven Covey

A powerful statement. Simple and eloquent, profound and meaningful.

Taken a step further, we might add that you also need to understand yourself. After all, you can’t really communicate effectively with someone else without first recognizing how you prefer to communicate—and how you may be perceived by that person as a result.

But once you have the foundation, the bigger leap—one that only a few truly master—is to understand and adapt to the person you’re communicating with. That’s where your biggest opportunity lies.

As most of us are keenly (and perhaps, at times, painfully) aware in our relationships outside of work, people view the world through different lenses. This, in turn, affects how they communicate and like to be communicated with. We do our best to work through the communication challenges because, as much as technology has infiltrated everything our daily lives, we still strive for those personal connections.

The same applies in the workplace. New technologies and fads come and go, but being able to understand what your customers value most and then being able to effectively communicate with them from that vantage point is often what differentiates you and your organization from your competition. It’s also what forms the basis of strong, sustainable customer relationships.

A Corporate Executive Board study found that 53% of customer loyalty is driven by the sales experience. This supports the notion that perceptions are reality. So an important question for you to think about is this: How are you perceived by those you’re communicating with? Your ability to connect with people certainly weighs on that perception.

And the next question is, are you doing everything you can to build deeper, trust-based relationships?

The Behavior Styles Connection

You probably have some familiarity with the concept of Behavior Styles. It’s literally been around forever. Even Socrates grasped the value of understanding different behavioral approaches as he helped shape Western philosophy and evolved his Socratic method. The Behavior Styles Assessment, which reveals your personal Behavior Style and helps you understand the Behavior Styles of colleagues and customers, gives you a way to create personal chemistry and build rapport with diverse people—fundamental skills in sales, management, personal relationships and everyday life.

Let’s take a closer look at how Behavior Styles can help you strengthen customer relationships and improve your sales effectiveness.

In his classic book The Loyalty Effect, Frederick F. Reichheld says that the best way to move from transactional, rational dialogue to a more meaningful exchange is to focus on creating an emotional bond. When you communicate in such a way that your clients and co-workers feel valued, the outcomes of your conversations will yield better returns.

Easier said than done? Well, with the right level of awareness and commitment, anyone can master the ability to sell, serve and coach others by understanding and adapting to different Behavior Styles. The information you learn about their Behavior Styles can help you shortcut the process of connecting with them in a more personal and meaningful way.

A rule of thumb is to follow the three A’s:

  • Awareness of your personal communication preferences and how you may be perceived by others
  • Alignment of your communication strategy to another’s, once you determine their primary Behavior Style
  • Action, including successfully adapting on the fly as you communicate with others

The Compound Effect of Loyalty

Why should you bother? Ultimately, your ability to communicate effectively with clients and prospects—to move from transactional to emotional conversations—is what can move them from neutral to satisfied to loyal. And once you reach a true “partner” status, that loyalty will compound itself. Your loyal, fully engaged clients are not only willing to spend significantly more wallet share, they’re also the ones who will go to bat for you, becoming your best sources of referrals and new business.

No matter how much technology evolves, sales is a business of relationships. Having meaningful conversations that engage people in a way that they value is always going to be one of your most powerful selling tools. And that means you have to understand their Behavior Style so that you can focus in on what they care about most.

How many of your customers are fully engaged? How might more effective, engaging communication (as defined by the customer) help you achieve both your goals and theirs?

If you’re a leader seeking that competitive advantage, ask yourself this: What am I doing to equip my team to maximize every interaction?

 

Re-blogged from Integrity Solutions

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