Wednesday, May 4, 2011
Dear CEO (And a free offer!)
Its lonely at the top, isnt it? You never really understand what that means until you get there. Sure, you have business colleagues you can talk to. Maybe you even belong to an organization such as YPO or Vistage. But, when it comes down to it, no one is there, day in and day out, who you can talk to about what’s really going on.
So who do you talk to? Where do you get your advice? Where can you bounce ideas?
We’ve gathered 32 business leaders who are experts on vision, culture, community, or integration.
You’ll find advice on everything from where to spend your marketing dollars and how to build community, to creating a customer-centric business and integrating all of your customer-facing departments into one hub. Some talk solely about social media, while others talk about how to integrate the old with the new.
Dear CEO,
In any era, at any time, during any economic or political climate your clients are your most important assets. To strategically gain more clients and keep the ones you have, you must listen to them, understand their goals and develop service strategies to align your offerings with their needs.
Furthermore, by talking to clients you will learn the key areas that will help you differentiate your services from your competitors. And if you aren‘t talking to your clients, your competitors certainly are.
When you talk to your clients you will find the majority of them will express similar opinions about what they look for from their key service providers. To give you a head start in your client conversations, I will share with you the most common themes your clients will likely discuss:
1. Communicate. Every client has a different communication style; know each client‘s style to make sure you meet their individual needs. Manage Expectations. Bad news never gets better with time. If you make a promise, or your client expresses a need, make sure you deliver.
2. Provide Added Value. Ask your clients what they value beyond the basic service levels and then give them exactly that. Understand. Understand your clients‘ business. Visit their offices and facilities. Understand your clients‘ individual needs, and understand their internal clients‘ needs as well.
3. Make Them Look Good. You are working for your client, and they are paying you to make their life easier. The relationship isn‘t about you; it‘s about them.
To jump-start your client service, gain greater client loyalty and win new business take the time to talk to your current and prospective clients.
Focus on these five key themes to differentiate yourself and your business from your competitors and have a distinct competitive advantage. That will lead to long-term success and you will have delighted clients that will have an incentive to continue to work with you and recommend you to others.
Labels: #Dear CEO, client service, management, strategy, Vision, Vistage, YPO client feedback
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