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Customer code

  1. 1. The Customer Code EARN MY #1 ATTENTION, DON’T STEAL IT. #4 USE MY DATA, BUT DON'T ABUSE IT. #7 HELP ME HELP YOU, BY HELPING MYSELF. TREAT ME LIKE A #2 PERSON, NOT A PERSONA. #5 ASK FOR FEEDBACK, AND ACT ON IT, #8 I DON'T MIND PAYING BUT I DO MIND BEING PLAYED. SOLVE FOR MY #3 SUCCESS, NOT YOUR SYSTEMS. #6 OWN YOUR SCREW-UPS. #9 DON’T BLOCK THE EXIT. #10 DO THE RIGHT THING, EVEN WHEN IT’S HARD.
  2. 2. #1 Earn my attention, don’t steal it.
  3. 3. As you learned growing up, if you don’t have something valuable to say… If you want to make money step by step click here
  4. 4. As you learned growing up, if you don’t have something valuable to say… DON’T SAY ANYTHING AT ALL. If you want to make money step by step click here
  5. 5. IS NOW A GOOD TIME TO TELL YOU ABOUT OUR MARKET- LEADING…
  6. 6. customercode.com
  7. 7. #2 Treat me like a 
 person, not a 
 persona.
  8. 8. It’s fine to market to a persona, But you build relationships with a person. If you want to make money step by step click here
  9. 9. A person with fears, hopes, and dreams. If you want to make money step by step click here
  10. 10. A person with a life.
  11. 11. And life doesn’t happen on the phone Monday through Friday between 9am- 5pm EST (6am - 2pm PST).* If you want to make money step by step click here
  12. 12. So be prepared to interact with customers how, when, and where they want. If you want to make money step by step click here
  13. 13. And if you can’t chat directly, get a bot to help out.
  14. 14. #3 Solve for my success, not your systems.
  15. 15. Don’t make your process your customer’s problem. If you want to make money step by step click here
  16. 16. Customers don’t care about your carefully crafted, magical “BUYER’S JOURNEY.” If you want to make money step by step click here
  17. 17. And they definitely don’t care about YOUR DEPARTMENTS. or their dysfunctions If you want to make money step by step click here
  18. 18. They just want you to solve their problem — and quickly. If you want to make money step by step click here
  19. 19. #4 Use my data, but don’t abuse it.
  20. 20. ? It’s hard to have a relationship with a person who doesn’t remember your name.
  21. 21. customercode.com
  22. 22. They expect you to use their data to create helpful, personalized experiences. If you want to make money step by step click here
  23. 23. But don’t abuse it. Your relationship will never recover. If you want to make money step by step click here
  24. 24. #5 Ask for feedback, and act on it.
  25. 25. The absence of a complaint is not a compliment... If you want to make money step by step click here
  26. 26. Especially if you aren’t listening for either.
  27. 27. No one knows your customer experience better than your customers. If you want to make money step by step click here
  28. 28. So ask them how you can improve…
  29. 29. So ask them how you can improve — AND DO SOMETHING ABOUT IT. If you want to make money step by step click here
  30. 30. #6 Own your screw-ups.
  31. 31. Everyone makes mistakes. It’s part of life. If you want to make money step by step click here
  32. 32. Everyone makes mistakes. It’s part of life. It’s how you deal with them that sets you apart.
  33. 33. Say you’re sorry, be sorry, and make it better.
  34. 34. Like KFC. They may have run out of chicken, but they didn't chicken out of apologizing.
  35. 35. Your customers will appreciate it.
  36. 36. If a company you regularly buy from made a mistake, but apologized and made it right, would you continue to buy from them? YES NO 96% 4% HubSpot Research
  37. 37. #7 Help me help you,
 by helping myself.
  38. 38. customercode.com
  39. 39. You know who really knows how to solve for your customers’ needs? If you want to make money step by step click here
  40. 40. YOUR CUSTOMERS
  41. 41. Give them ways to 
 ? ? ? answer their own questions… If you want to make money step by step click here
  42. 42. Give them ways to 
 answer their own questions and solve their own problems. If you want to make money step by step click here
  43. 43. They’ll call you, beep you, if they want to reach you.
  44. 44. #8 I don’t mind paying, but I do mind being played
  45. 45. No 31% Yes 69% When we asked buyers if confusing pricing would keep them from making a purchase, 69% said yes. The people who answered "No" must really enjoy hide-and-seek ¯_(ツ)_/¯ HubSpot Research
  46. 46. That means invoices like this no longer fly with today’s customers. INVOICE “WE DON’T CARE ABOUT OUR CUSTOMERS”FEE “WE’RE GREEDY AND YOU CAN’T DO ANYTHING ABOUT IT”FEE “WE KNOW YOU WEREN’T GOING TO REFER FRIENDS ANYWAY”FEE $ $ $
  47. 47. Keep your pricing and discounts open, clear, and fair. If you want to make money step by step click here
  48. 48. Keep your pricing and discounts open, clear, and fair.
  49. 49. Keep your pricing and discounts open, clear, and fair.
  50. 50. #9 Don’t block 
 the exit.
  51. 51. #10 Do the right thing, even when it’s hard. Especially when it’s hard
  52. 52. It’s not just nice to do. It’ll define your destiny. If you want to make money step by step click here
  53. 53. It’s not just nice to do. It’ll define your destiny.
  54. 54. Because your relationship with your customers doesn’t stopSTOP the moment you make a sale.
  55. 55. Purchase Stop Customer Experience
  56. 56. It begins the moment a customer discovers your brand, and it never ends.
  57. 57. First contact Purchase Stop Customer Experience
  58. 58. If you ignore your customers, your business will suffer. If you want to make money step by step click here
  59. 59. It's no longer enough to grow…
  60. 60. It's no longer enough to grow — WE NEED TO GROW BETTER.

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