Why your customers need to hear from you during a crisis
I know, you're asking for a friend...
So let’s bring you up to date...
Let me know if this sounds familiar...
Not that many years ago, maybe ten, maybe fifteen, we began to hear that you could stay in touch with customers more efficiently with social platforms, especially Facebook. Further and more interestingly we were hearing that you could even attract new customers to your business by just being more active and informative on some social platforms.
This thing called "Twitter" was pretty interesting too although we really never understood why.
Most, still don’t.
Some companies even found someone they knew maybe through a marketing company or their nephew who could put their social platform links (icons) on their website. Now, they too could be part of this new age of cool websites!
It was quite expensive, but seemed like the right thing to do.
Further, having all those new icons on their website meant they too were ready for the new digital and online age. Or so they thought.
we began seeing invitations to "Like" companies on their pages everywhere we went, although primarily from the retail sector. In fact retailers went on to dominate and master this new way of communicating and selling. At this point we still had not yet seen a big move with online communicating in the B2B markets.
Now add to this, the age of PPC (pay per click) marketing which was really coming into its own. With more and more companies realizing that there was real money to be made if only they could show up on page one of a google search.
But how to do this?
Search costs soared from a few cents per click to $30.00 and higher depending on the competitive nature of any given product, service or industry. Even so this was a whole new era of using online marketing to drive leads and opportunities for both retail and B2B companies alike.
Enter the age of LinkedIn and business networking, creating for many, the very beginning of B2B communication online.
Sure, this was still primarily for job searches and finding new talent, but it was and still is the largest and most up to date CRM (customer relationship management) in the world.
Today, LinkedIn has just over 660 million users with a massive 20 million jobs being advertised!! Pretty impressive but does it create new customer opportunities?
Depending on who you talk to, the answer can be a resounding, "absolutely!" to a more subdued "it helps".
The answer of course is somewhere in between and is entirely dependent upon the skill of the user along with the combined usage of other social platforms.
At this point being "Online" changed dramatically even in the B2B world. But still only to the extent of "being there" rather than really learning the skills necessary to leverage the power of being "online".
Make no mistake, beingsuccessful online requires an entirely new set of skills.
All of this and we have still only told but one part of the story...the real change did not happen with companies, but rather with their customers.
Customer behavior changed, B2B marketing did not.
Some fundamental changes were occurring that have radically changed everything
There are many amazing and eye popping stats to illustrate all of this but the bottom line is that absolutely every human being you want to work with is online constantly.
We live in what I call a “Real Time” world.
Now, all of this is actually universally known and accepted and yet...wait for it, many and I mean "Many" still hang on to old thinking.
Because we have had the strongest and longest growth period in history and well many simply did not need to change, so they didn’t.
That brings us to today. Things have changed dramatically.
Because of this, many find that they no longer have a choice and they have to figure out this new online world and fast!! All of their people are working from home or will be and they have not yet learned how to make this all work.
Many tools are available to help but that's not the real challenge.
The challenge is that most company leadership teams still do not understand or believe in all of these changes...Why...because up till now they simply have not had to.
Today we face a new world and frankly we do not yet know what it will look like but we do know that it will never be the same.
So why do your customers need to hear from you?
Your customers need to know that you are OK and want to stay in touch with you!!
So what to do?
We are here to help! The difference today..., time is short.
Both you and your teams need to learn and learn quickly not just how to communicate more efficiently with each other but also with your customers.
Your customers are in just as much pain as you are and they want to hear from you!!
Nothing is more important now than staying in touch with and helping your customers and friends in any way you can.
Welcome to the online world
When we get through this and we will.
Will you be ready to continue in this new world or will you go back to your old ways only to fade away into your former glory?
The choice is yours, while you're busy getting online today, maybe it's a good idea to learn, I mean really learn why it works as well as it does and what this actually means to your future and the future of your business.
There are so many new skills and powers we need to show and teach you!
Let’s get started.
Rick Rea &
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