In this Expert Insight Interview, Dina and Don Ortiz discuss keeping clients coming back for more. Dina and Don Ortiz are speakers, authors, workshop moderators, and global award-winning entrepreneurial leadership experts. They deliver a message of a how-to guide and lead success in dynamic environments.
This Expert Insight Interview discusses:
- Why keeping your existing customers should be the priority
- How to re-invent yourself and keep up with a dynamic environment
- The fact that providing an excellent product or service is crucial
Keeping Your Customers
Most people in sales know that it generally costs less to sell to an existing customer than to acquire a new one. However, companies tend to focus on the new business and celebrate that more than keeping existing customers coming back. While it is by no means a mistake to pursue new business, foundational customers are the root of success.
Every company seems to be paying lip service to make customers happy, and many even have the phrase “customer-centric” proudly displayed on their website. Still, the experience with them tends to be very different.
Especially during the pandemic, many companies were forced to pivot and turn their businesses and figure out how to re-funnel their product lines or business connections. So how do you re-invent yourself and keep your product value in this dynamic environment?
One of the ways to do this, in today’s environment, in particular, is to be authentic. You have to have a relationship with your customers in which you help them meet their needs before, during, and after the sale.
Offering an Excellent Product
One thing to remember is that providing an excellent product or service is the first step. If you can’t do that, all the marketing and communication in the world will not get you anywhere. This is particularly true in the B2B space, as you and your sales team need to represent your brand, and therefore remain excellent at all times.
There are too many options for clients to choose from nowadays, so even a single mistake could mean that you don’t get another chance with a prospect.
John is the Amazon bestselling author of Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories and Social Upheaval: How to Win at Social Selling. A globally acknowledged Sales & Marketing thought leader, speaker, and strategist. He is CSMO at Pipeliner CRM. In his spare time, John is an avid Martial Artist.