Issue21: 3 Steps to Master Prospecting and Conversion in 2024: with Leads at 3 Different Temperature

Understanding the Customer Temperature: A Game-Changer for Higher Conversions

Ever wondered why some businesses seem to effortlessly convert leads while others struggle?

The secret lies in understanding the customer journey. Let me break it down:

1. Discovery Phase (Unaware Prospect):

• Build rapport
• Use a consultative approach
• Get to know them and create emotional safety

Zappos Zappos revolutionized customer service by focusing on building relationships first. Their reps are trained to spend hours on calls if needed, without pushing for sales. This approach turned many unaware prospects into loyal customers.

1. Consideration Phase (Engaged Explorer):

• Find their problem and desired outcome
• Understand their motivation
• Ask clarifying questions about the big picture
• Share your credibility
• Follow up in ways that add value

HubSpot mastered this phase with their inbound marketing strategy. They offer free tools, educational content, and personalized demos to help prospects understand their needs better. This nurturing process has led to high conversion rates for their CRM and marketing tools.

1. Decision Phase (Ready-to-Convert):

• Propose a call, free consultation, or trial
• Focus on the experience
• Continue value-adding follow ups

Netflix's 30-day free trial is a perfect example of this phase. They let customers experience the full service, knowing that the value will speak for itself. This confidence in their product has resulted in millions of conversions.        

The key? Mirror, Pace, and Lead.

Mirror where the lead is at, pace yourself to their needs, then gently lead them to the next step.

This approach beats overwhelming leads with product info or pricing too early. Companies like Apple have mastered this art. They don't just sell products; they create experiences that guide customers through each phase.

Consider Airbnb's journey:

• Discovery: They use stunning visuals and user stories to capture attention.
• Consideration: They provide detailed listings, reviews, and local guides to help users explore options.
• Decision: They offer clear pricing, instant booking, and a guest protection policy to ease the final step.

By understanding and adapting to each stage of the journey, Airbnb has disrupted the entire hospitality industry.

The old way of directly sharing product features or diving into pricing discussions is outdated. Today's successful businesses focus on the customer's evolving needs throughout their journey.

What's your take on this? Have you seen better results by tailoring your approach to different lead temperatures? Share your experiences!

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Want to create effective spin to your current lead generation, lead conversion process? to improve your conversion rate to at least 50% more? Let's have a chat / Schedule a Demo.

Thanks for reading issue 21 of my Humanising Business newsletter.

For those of you who are new to my newsletter, Humanising Business is written for business owners, sales and marketing professionals, consultants (Medical, Real Estate, Dental, etc) who wish to build more KOL positioning and attract more high quality clients digitally. This newsletter discusses the following three goals: (1) How to leverage on AI and Automation for more clients and impact, (2) How to build Digital Acquisition System (and automate it) and its importance (3) No-bs/no-fluff insights from my day-to-day work with clients on building digital sales and marketing system that get more bang for your bucks.

My next client slot should be opened by End of July 2024- limited slots are available as we work closely with clients instead of going for quantity.

P.S. Want to learn more about building a winning client acquisition system for actual appointment and sales ? Check out the resources listed below! Or, let's connect Stephanie Lam ↗? !

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• Humble Reminders to all of us entrepreneurs/business owners
• How a local entrepreneur in Malaysia grew from a content creator to hitting 1 million in sales within 3 minutes online and how you can apply too in your business!
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• 6 Cold hard Truth from working in clients-facing role for about 2 decades
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• In Real Estate sales? Don't miss these Core Basic Elements (Not even known to advertisers) - even relevant to Expert-based Businesses
• Amazon's Everyday is Day 1 Mentality
• There's no better time to be in Expert-based Businesses than now
• Using the Power of Gratitude to attract better opportunities, tribes and clients

If we have not connected, let's connect Stephanie Lam ↗? !

#CustomerJourney #LeadConversion #humanisingbusiness #omnichannelclientacquisitionsystem