Starting the conversation…
Right now – we can overlay specific skills and thinking to look ahead and align business priorities to achieving growth goals.
Host: Jessica Dewell
What You Will Hear:
Reasons we must anticipate change
Ask customers and prospects about their growth goals.
THE question to ask customers that your role interfaces with.
Look and evaluate customer patterns.
Have conversations within your company about what customers are answering.
Audience Question: I know my business goals, but I have a hard time to connect with customer. What do you suggest I do?
Audience Question: I run a very small business, and I need to grow my business. What would be the best approach to expand my limited data to anticipate customers expectations?
Objections hold clues about customer and prospects needs and wants.
What it means to be a good thinker.
Look for patterns and dig into what is making it a trend.
Three skills to improve the ways we can connect our growth strategy, existing processes, and market indicators to anticipate changing customer expectations.
Audience Question: I know that customers have different expectations, so how do I pick the priority (especially since customers don’t always say what’s on their mind)?
Audience Question: What percentage of time should I spend just gathering, analyzing and sharing data? BTW: I’m already overworked.
Notable and Quotable:
Jess Dewell 2:12
Faster than ever before, technology is changing the way that we interface and act and what that early adoption model looks like is so rapid, that it makes sense in one sense that we feel the push to understand what’s going on. Yet in another sense, it makes sense that we always feel like we’re keeping up.
Jess Dewell 5:27
Technology is changing so fast, w e are not exactly sure what our customers, whether they are businesses or individuals, are going to be facing or using and how their worlds are changing because of technology.
Jess Dewell 10:38
Unless you ask what they’re doing in their role. Unless you’re able to switch gears and get beyond that connection to connection, there will be no more sales, or there will be no first sale because when we don’t know what people are facing or how they’re facing it, we don’t know how we can truly help.
Jess Dewell 11:09
People sell to people, and every person has a sales responsibility.
Jess Dewell 16:18
It’s a novel concept to ask our customers what is their growth strategy, and what are they trying to accomplish in their role, and seeing how does that work? What could that be?
Jess Dewell 19:15
You need to understand what those objections are, and talk about them outside of our department, and give them to somebody else in marketing, and give them to somebody else in product development, and give them to somebody else in customer service. Because the more correlations we have, the more indicators we have of what is the priority for developing and changing our product to adapt to what our customers need to stay relevant.
Jess Dewell 23:27
The easiest, quickest way to get the real data, the real time is to show genuine interest in what your existing customers are facing and how they’re doing what they’re doing. Ask the question, what are your growth goals? What are you doing to achieve those growth goals? How does my organization help you do that?
Jess Dewell 24:38
Depending on your mission and your vision, depending on what your current priorities are, will determine how you are communicating out to the rest of the world to acquire more clients that are doing what they’re doing.
Jess Dewell 25:10
A thousand customers is more than enough to be able to figure out how do I engage and engage effectively? What does the marketing team say? What does the sales team say? What does the customer service team say to elicit not only the best possible response in service, also the best possible opportunity to make them feel genuinely cared about in line and you’re delivering the service within the value set that you have said is important, as well as you are focused on being able to recognize here are the three points that we know are going to help us with our growth this year. This is what we’re focusing on and figuring out.
Jess Dewell 26:15
Understanding what people are saying they may not realize that your product can actually help them in the future with a tweak here or tweak their or a different communication strategy.
Jess Dewell 26:30
Genuinely connect and record the data., because when it’s all in one person’s head, it’s no use. It has to be out of a person’s head, has to be out of every person’s head and into a place that is useful, searchable and that can be used as a reference point for different conversations.
Jess Dewell 29:07
We all are gatekeeper here or there. And so maybe it’s a matter of how do we better interface with the gatekeepers to open that door, and by the way, genuinely listening and consciously being involved and asking those questions and making those contacts will help that.
Jess Dewell 32:15
It’s not always about price when they say it is, because we have culture. How do they feel like they’re genuinely connecting to you?
Jess Dewell 32:54
The right reason equals the right result.
Jess Dewell 33:04
The right reason might be a result we don’t like. But it’s still the right result.
Jess Dewell 33:16
When we don’t like the result, we have the ability to change the way we’re doing it. Sometimes what we forget is to go back to the very beginning and understand what was the intention of the actual reason for doing whatever we did, to get the result ultimately that we didn’t like.
Jess Dewell 35:27
How do we do good thinking? Well, the first is to act a plan. You’re just going to start asking questions, right? You’re going to start asking questions, figuring out where am I listening? Where am I not? Am a genuine? Am I not? And being able to recognize some of those pivotal pieces?
Jess Dewell 35:59
When to be a good thinker we employ and we engage dimensionality. What that means is, we receive input from useful and potentially contrary places to gather information and viewpoints.
Jess Dewell 36:27
Dimensionality is the whole spectrum. And not only do we need to have people in that spectrum, we need to have feedback. We need to have data from our phone calls and conversations as well as analytics data.
Jess Dewell 47:46
What makes our product useful to you right now? Asking that question will yield amazing results and begin a different kind of data collection that can’t come from analytics. That can’t come from big data and trends. But it comes from an intention and a person to person connection.
anticipating, thinking, questioning, leading, focus, joy, growth goals, strategy
Overlay three practices onto your existing processes to gain insights that will anticipate change, and impact your ability to achieve the desired growth strategy.
Choices made between our product or another depends more and more on the experience provided customers. We must collect and mine data from our customers effectively to anticipate change and thereby achieve growth strategy. Jess Dewell shares three practices with you to anticipate changing customer expectations.