3 Essential Ingredients for a Happy Customer

Hi, nice to see you again.

In this edition, we are going to look at something I value the most in PR and Communication, taking care of your customer.

My input and contribution in this piece have been greatly influenced by the titans in the industry including Hormozi, Chase, Danyal among other remarkable lead magnet experts. Their works I must confess have shaped the way I manage my database of customers and potential ones.

Let's dive into it!

This writing is summarized into the 4Cs;

Customer communication

Customer experience

Customer support

Customer management

Customer communication goes beyond what we say. It is about what we say, do, and how we present our enterprises. Your product packaging for instance speaks a lot about how much thought was invested in the customer.

Therefore, establishing a customer-centric communication system from the idea stage to all your touchpoints is what brings about an excellent customer experience. And from that, we can support customers effectively tying everything up to a master customer management system.

Your organization/brand is leading a community to a shared vision.

Adam Danyal gave meaning to the acronym LEADERSHIP so well when he said a leader listens, empathizes, is approachable, dedicated, ethical, respectful, supportive, humble, inclusive and proactive.

How well are you leading your customers to achieving the organization's vision?

Danyal's analogy will determine who returns, who believes, and who advocates for your brand.

And for communicators, sales professionals, and marketers out there, we should consider ourselves lucky. That we are fortunate enough to be at the centre of what makes or breaks an organization, its publics.

While other professionals wake up at dawn to sit in front of a computer, our business is about building relationships. Forming meaningful connections with strangers by either helping them save or make more money, improve their current status, or save time.

Every product or service represents value in the form of key benefits. Your job therefore is to find people who can benefit from the value at hand.

The journey to happy customers

Publicity: We all start by putting ourselves out there. Announce your presence.

Grab attention: A few people learn of your existence and are interested in finding out how you can fit in their worlds.

Sieving: From those who have gained interest, you work towards educating them, providing them with concise information about who you are and why you exist. From there, you are more likely to connect with some and lock others out who are not a match.

Refinement: From the remaining group, you will still not convert all of them to paying customers. Some will be ready to transact there and then, while others will have the desire to do business with you but are not "ready" (Understand why someone said no).

In today's markets, we can no longer rely on the traditional sales funnel analogy where potential customers follow a systematic way of becoming customers. however, it is still crucial to regularly analyze your traffic source.

The internet has made information, alot of it for that matter, readily accessible to consumers so that they can easily verify or seek further guidance from different sources about products or services irrespective of whether the information they collected is accurate or not.

For this reason, brands have had to put in extra effort to ensure information about their products or services is readily available at all times. Automation tools make the whole endeavor achievable.

In conclusion, we always work to satisfy both paying customers and those who are not ready to transact with us but have once identified us as a potential solution to their existing problem.

The challenge comes when we are so hellbent on onboarding new clients that we forget about the already existing ones. Clients are like magnets, they pull each other faster than you would do it.

Sometimes all it takes for a new order is a 30-second private conversation between a satisfied customer and a stranger while you're still working to have your next marketing budget approved.

I hope you do better customer service out of reading this piece. Excellent customer service is one of those little small efforts done every day with massive returns over time.

Best Wishes!