Customer experience is the result of any direct or indirect interaction with an organization as perceived by the customer. So arguably the most important aspect of customer experience management is designing these interactions.
Read the FULL article at http://www.soldlab.com/news/2013/02/07/using-story-to-weave-emotionally-engaging-customer-experiences
Starbucks is well noted for its consistent customer experience. You can be pretty confident of the experience you are going to get at a Starbucks no matter where you are. I am just as confident holding an ad hoc business meeting there as I am suggesting it as a place to meet socially regardless of which part of the world I am in. It really has become part of my “3rd place” between work and home. As it happens, a colleague Kalina Janevska and I were in Amsterdam and needed to do a bit of work on the fly. We wanted to get out of the hotel so we looked for a Starbucks. We happened to be staying close to Rembrandt Square. We figured there would be a Starbucks nearby as it is a popular spot. We were right.
Read the FULL article on page 56 at http://www.soldlab.com/sales-magazine.
Whether you're headed to your first trade show or have a few under your belt, any business can improve their trade show experience. With these simple tips, you can make more connections, make more sales and have a successful experience.
Get social - Many trade shows and conferences, especially those catering to tech-savvy audiences, create a hashtag to accompany their official communications. Check out the hashtag stream and chat with fellow participants before the show. This way you can meet others before the event begins. You might also try LinkedIn to find other professionals in your industry and search for mentions of trade show attendance.
Be prepared - Before you leave your office for your trade show, make sure you have everything you need, including handouts, brochures, giveaways, business cards and displays. Keep these items in one location so when it's time to hit the road, you'll be able to grab them and go.
Stay focused - It's easy to get caught up in a great conversation with a new customer and get off topic, but the key to making connections that turn into sales is to stay focused on your message. If you notice your conversation is getting off track, gradually turn it back to your products, services or company.
Build rapport - Get your ice breakers ready to start the conversation and keep it moving. Pay attention to your body language and what it says about your interactions. Smile, keep eye contact and employ non-verbal communication like shaking your head and standing with your arms uncrossed.
Listen - If you go into a trade show thinking that your key to success is talking, you're wrong. Listening is an effective way to build trust and further establish that rapport you started. Ask questions first and find out what they are looking for or what problems you can help them solve.
Advertise in advance - Consider running a small amount of invitations to individuals in your industry who will be attending the trade show or potential customers who might stop by your booth. You may decide to give away something at your booth or advertise an exclusive discount for individuals who received your advertisement. This will make approaching the booth much easier for them and give you an ice breaker when they visit.
Plan your pitch - Write down a pitch for every employee manning your booth, and practice it. Don't' encourage "winging it"! Your talking points should be the same across your trade show workforce, and practice will help your employees stay on point and make the conversation flow more naturally.
Be confident - Even if you're nervous about approaching your customers and industry peers, try to exude confidence as much as possible. Confidence will create trust between you and your audience.
Help attendees find you - With hundreds of booths at the average trade show, you can't assume that your attendees will find you in the crowd. Offering something interesting - a live broadcast simultaneously airing on your website or a giveaway at your booth - will draw people to your booth and open up the door for conversation and connections. Consider offering specialty items with your company name and website address that people will use, like pens, mugs or bags to carry other booth giveaways.
By Sarah Bridgewater
This month in SOLD: Stan Billue, CSP, a recognized expert in Sales Training, Telemarketing, Motivation, Mentoring, and Marketing, shows how to avoid Cold Calling and dramatically increase your Sales and Income and enjoy a successful sales career!
While you may not throw salt over your shoulder when you spill some, or dread the sign of a black cat crossing your path, you may still suffer from a few sales superstitions that block sales success. Negative experiences with certain types of prospects or situations can cause you to preconceive negative outcomes in similar situations.