No more push of sales
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This document discusses strategies for better understanding customers and improving customer experience. It provides data on customer behaviors, such as most purchase decisions being made quickly and negative feedback being shared widely online. The document then recommends rethinking the traditional 4Ps marketing framework using the SAVE model, which focuses on customer needs rather than product features. Additional concepts discussed include value innovation, the ERRC grid for actions, using a strategy canvas, targeting different types of non-customers, and effective sales messaging. Examples are given of reframing product benefits and asking targeted questions to influence customers. The overall goal discussed is innovating to provide maximum value for customers.
No more push of sales
- 1. by Ragavendra Prasath No more push of sales!
- 2. Contents • Some data on customers • Customers what they do • What customers want • Rethinking the 4Ps with SAVE • SAVE Demystified! • Value Innovation • ERRC Grid • Strategy Canvas • 3 types of Non-customers • Few Tested sentences that sell
- 3. Some data on customers • 1 out 26 customers will share the negative comment to you. – (unknown) • Purchase decisions are made in 10 – 15 seconds. (Mckinsey) • 80% of companies believe they deliver a superior customer experience, but only 8% of their customers agree,. - Bain & Company • If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000. – Jeff Bezos • Soon everyone on Earth will be connected. i.e. 5 Billion more people – The New Digital Age
- 4. Some data on customers
- 5. Customer what they do • Have always valued opinions expresses directly to them. (Or) Word of Mouth • Google it • Compare • Review
- 6. What customers want • Value for money and Value for many • More things for less price
- 7. Rethinking the 4Ps with SAVE
- 8. SAVE demystified! Define offerings by the needs they meet, not by the their features, functions or technological superiority Develop an integrated cross channel presence that considers customers’ entire purchase journey instead of emphasizing individual purchase locations and channels Articulate the benefits relative to price, rather than stressing how price relates to production costs, profit margins or competitors’ price Provide information relevant to customers’ specific needs at each point in the purchase cycle, rather than relying on advertising, PR, and personal selling that covers that water front
- 9. Value Innovation! Adopted from Blue Ocean Strategy
- 10. ERRC Grid (or) 4 Action framework! Adopted from Blue Ocean Strategy
- 11. Strategy Canvas Adopted from Blue Ocean Strategy • Focus • Divergence • Compelling tagline
- 12. Strategy Canvas……(contd) Adopted from Blue Ocean Strategy
- 13. 3 types of Non-customers Adopted from Blue Ocean Strategy
- 14. Tested sentences that sell 1. First ten words are more important than the next ten thousand. 2. Don’t sell the steak – sell the sizzle. 3. Don’t write – Telegraph 4. Say it with Flowers 5. Don’t ask if – ask which! 6. Watch your bark! Adopted from Elmer Wheeler’s Tested sentences that sell
- 15. Don’t sell the steak – sell the sizzle. • Example – Vacuum Cleaner selling – Don’t sell price tag – sell less back ache – Don’t sell construction – sell labor saving – Don’t sell motor – sell comfort – Don’t sell suction – sell rug
- 16. Don’t write – Telegraph • Get IMMEDIATE and FAVORABLE attention – The Grit removers take out dirt you never know you had – You may forget to clean the bag, but the Time-to-Empty Signal wont forget to remind you
- 17. Say it with – Flowers! • Prove your statements an mean it. I.e. SHOWMANSHIP – SEE – FEEL – TOUCH – HANDLE • Run cleaner under table, point to dirt finder, turn switch on and off light and say – It sees where to clean – and its clean where’s it’s been
- 18. Don’t ask if – ask which! • Always ask a question that gets the answer you want. • Ask what, when, where or how much he wants to buy. Not if – but which ! • Questions get the answers you want! – You like this feature, don’t you? – That’s neat, isn’t it? – Which of these do you prefer? – How do you prefer paying, weekly or monthly? • Questions wont get the replies you want! – Could you afford the better priced one? – How about it? – Shall I demonstrate this to you?
- 19. Watch your bark! • VOICE is the ‘carrier’ of your message. • Finest ‘sizzle’ that you telegraph in 10 seconds, with a huge bouquet of ‘flowers’ and lots of ‘which’, ‘when’, ‘where’, and ‘how’, FLOPS if the voice is FLAT. • Smile when you say these! – ‘This will shorten your cleaning time by hours’. – ‘You have only one back – one life to live’
- 20. Thank you!
- 21. Strategy Canvas – Southwest Airlines • Focus – Friendly service, Speed, Frequent point to point departures • Divergence – Meals and Business class lounge • Tagline – The speed of plane at the price of a car – whenever you need it
- 22. Why should we use BOS !