How to get Referrals : without all the BS
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Transcript of How to get Referrals : without all the BS
The Customer Empowered Sales Process
Sales
Referrals
Cross Sales
Up sales
Engage and deliver
value
Feedback
Get BetterEnergise & Empower
Attract more
Recommendations & Public Reputation Competitive
Advantage
Loyalty and Continual Improvement
Increased Conversion rate and
reduced marketing cost
The big questions
If customer experience is so VITAL, why is it so often not systemised?
Why do organisations then wonder why they can’t get things done?
• Engagement is PRIMARY
• Selling is a SECONDARY
The System Applied specifically to referrals
Be Referrable
Make it easy
Keep Improving
Measure & respond
Relationship
Top Quality Feedback
Partnership> VIP Club
> Bus Development
> Reviews
> Referrals
> Partnering
Right Reasons
• Your Customer Focused Mission
• Why would they WANT to refer you?
• Wiifm?
• How can you spread a reputation of being someone worth referring?
Right Way
• Feedback First• Those who think you’re ‘great’• Inch by inch: make it easy• Make it fun• Explain why you’re asking• Ask permission (no is OK)• Follow up• Thank them• (and again 3 months later)
Keep repeating
• Also ask
• Suppliers
• Your own people
• People you helped
• Complementary organisations
4. Keep Improving
Stars
Samsung
Toyota
Richer Sounds
Black Holes
Lycos
Blackberry
GM
Circuit City
The Customer Empowered Sales Process
Sales
Referrals
Cross Sales
Up sales
Engage and deliver
value
Feedback
Get BetterEnergise & Empower
Attract more
Recommendations & Public Reputation Competitive
Advantage
Loyalty and Continual Improvement
Increased Conversion rate and
reduced marketing cost