As the holiday season approaches, companies (and especially your sales team) start thinking of ways to thank, or give back, to your best customers. You can send them cards. If their corporate responsibility code allows it (and yours does), you can send them tokens of your appreciation. Some companies send sales incentives, wrapped as "gifts" and tied with a bow. (We're looking at you, Black Friday).
Here's are a couple of gifts you can give to customers and prospects, all year long: active listening and empathetic engagement. How can you do that?
Visit them at their workplace, and ask them what problems they're trying to solve, and how they're trying to solve them now. Not what problems they're trying to solve with the tool you have on offer, but simply an opportunity for you to walk a mile in their shoes. Save the solutions for later.
Ask them questions in a way that's easy for them - let them answer in a way that's comfortable, conversational, and that allows them to say, "that isn't even the right question!"
Make it easy for them to contact you - however they want. Let them call, write, email, engage through social media, or even send a carrier pigeon (ok, maybe not that). When they do, respond, even if you don't like what you're hearing, or if your answer must be, "we're sorry, but that's not a problem we're able to solve". (Bonus points if you can point them to someone who can).
If your team needs help asking hard questions, needs training on how to choose the best research approach to solve their problem, or wants a facilitator to help bring it all together, we do those things. But for today, we'll just wait patiently and ask, what's up with you, and what problems are you trying to solve these days?
This post was updated on January 15, 2020...it seems clients are still wrestling with how to make decisions when so much seems so uncertain...
Are you having difficulty knowing which move to make next? Maybe you've even undertaken a number of rounds of research, and yet the way still seems unclear. Sometimes when this happens, it's because more than one course of action seems reasonable. Other times, it's because every possibility comes with risks that make some of your team (or you) uncomfortable. What can you do?
In these situations, it's important to get back to basics. Clearly identify the decision you need to make. Then, list only the answers you need, in order to make that decision. Don't get side-tracked by "nice to know". It's rare that you can make a strategic move on one set of data, or using one sort of research tool. More likely, you'll need to combine several screens or frameworks. The good news is that this doesn't always have to be costly. Setting your priorities and conducting an audit of data you already own, will allow you to focus your resources on only sourcing the "mission critical" answers. Setting a plan in advance as to what frameworks you'll use to guide your decision, depending on those answers, is the final piece of the puzzle.
I'm Megann Willson, and I'm one of the Partners here at PANOPTIKA. Whether it's creating frameworks to help sort through key pieces of customer insight, undertaking research audits or leading workshops to teach clients how to do that for themselves, or finding data that approximates data sets their head office uses but that aren't available in their jurisdiction, we help our clients see everything they need to know, to make better business decisions.
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Megann and Steve, Partners in PANOPTIKA, are working for our clients every day to help them see everything they need to know to make better decisions in their complex business environment.
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