{"id":358,"date":"2017-03-12T15:24:20","date_gmt":"2017-03-12T04:24:20","guid":{"rendered":"http:\/\/condolmas.com\/blog\/?p=358"},"modified":"2017-03-12T15:24:20","modified_gmt":"2017-03-12T04:24:20","slug":"case-study-breakdown-how-to-create-an-awesome-customer-experience-for-a-first-time-buyer","status":"publish","type":"post","link":"http:\/\/condolmas.com\/blog\/case-study-breakdown-how-to-create-an-awesome-customer-experience-for-a-first-time-buyer\/","title":{"rendered":"Case Study Breakdown: How to Create An Awesome Customer Experience For A First Time Buyer"},"content":{"rendered":"

Do you want to create an awesome customer experience for a first time buyer?<\/p>\n

Do you want your customer to have an experience that makes them feel special and makes them want to become a brand advocate….<\/p>\n

All without you having to ask or spend an extra dollar to do so?<\/p>\n

Well, try taking a leaf out of EDU-preneur Sara Cordiner’s\u00a0book (yes, pun intended) and provide a little “wow-factor” with a super-charged personalised note.<\/p>\n

And when I say personalised, I don’t mean a “generic” personalised note that simply says something along the lines of…<\/p>\n

Dear Con,
\nI hope you find my new book helpful.
\nBest of luck in doing whatever it is you do.
\nRegards,
\nSarah<\/p><\/blockquote>\n

I mean really taking the time to build up a bit of a profile on your customer (it doesn’t have to consume huge amounts of time)…<\/p>\n

And then totally making the note about them & their success.<\/p>\n

Here’s what Sarah wrote when she recently signed my copy of her new book:<\/p>\n

“The Theory & Principles of Creating Effective Training Courses: What To Do Before Creating Your Course”<\/p>\n

\n

Dear Con,<\/em><\/p>\n

Your commitment to soloprenurs and small business is inspiring!<\/em><\/p>\n

Keep sharing your knowledge and expertise – you will change people’s lives!<\/em><\/p>\n

Cheering you on!<\/em><\/p>\n

With love ,<\/em>
\nSarah<\/em><\/p><\/blockquote>\n

\n

 <\/p>\n

\"\"<\/p>\n

\n

 <\/p>\n

Let’s take a moment here to break this down into its component parts so you can see why it works, and perhaps use the same strategy in your own world….<\/p>\n

\n

 <\/p>\n

Part 1: <\/strong>
\nSay G’Day (or The Salutation)<\/strong><\/p>\n

Sarah Says:
\nDear Con,<\/em><\/p><\/blockquote>\n

———————–<\/p>\n

 <\/p>\n

It’s simple, relatively informal, and uses my first name to create familiarity, rather than keeping the tone formal by saying “Dear Mr Dolmas”.<\/p>\n

This is the greeting of a friend or friendly associate.<\/p>\n

\n

 <\/p>\n

Part 2: <\/strong>
\nLove Your Work Champ (or Here’s Part of Your Story I Can Relate To)<\/strong><\/p>\n

Sarah Says:
\nYour commitment to soloprenurs and small business is inspiring!<\/em><\/p><\/blockquote>\n

———————–<\/p>\n

This is where the wow factor begins…<\/p>\n

A simple statements like this says the writer has taken the time to find out a little about you, and what you do.<\/p>\n

It also says the writer has thought about what you do and wants to share what she\/he thinks about it.<\/p>\n

And most importantly, how your mission makes the writer feel.<\/p>\n

When a statement like this comes from a stranger, it packs a powerful punch. And even more so when it comes from a known associate or friend.<\/p>\n

This is the point in the note that sets the tone and keeps the recipient hooked and wanting to read more, wanting to see where this is heading.<\/p>\n

It works well because the message is all about the customer….<\/p>\n

Just look at the very first word, YOUR…<\/p>\n

The words You and Your immediately make it clear that the focus is all about me, the reader. (Hat Tip to Paul Godden\u00a0for recently reminding me of this golden nugget)<\/p>\n

\n

 <\/p>\n

Part 3: <\/strong>
\nKeep It Up Champ, You’re On A Winner Here (or Here’s Where I Encourage You To Keep Casting Your Magic)<\/strong><\/p>\n

Sarah Says:
\nKeep sharing your knowledge and expertise – you will change people’s lives!<\/em><\/p>\n

Cheering you on!<\/em><\/p><\/blockquote>\n

———————–<\/p>\n

This is where your reader feels the boost…<\/p>\n

So from a wow-factor perspective, this is where you take on the role of “prophet” & “trusted advisor” and effectively predict the future by future-pacing what success can look like for your customer.<\/p>\n

Choose your words carefully and link them back to your customer’s mission (whether explicit or implied)<\/p>\n

In my case, Sarah read between the lines of my various social media profiles and saw that my (implied) mission was to “change people’s lives”, so she predicted that result for me.<\/p>\n

And with that last simple statement predicting my success, I was hooked.<\/p>\n

I was sold on Sarah’s brand before I even read a single word of her book.<\/p>\n

Seriously folks, take note of what she did, it’s so simple yet oh so powerful (deceptively so).<\/p>\n

\n

 <\/p>\n

But just as important as what she did, is what she DIDN’T do….<\/p>\n

And that was to make the message all about HER.<\/p>\n

Let’s face it, we all love talking about ourselves…<\/p>\n

We all love reinforcing to others the things we like about ourselves and minimizing the things we don’t.<\/p>\n

Just take a moment to reflect on this…<\/p>\n

In Sarah’s case, she could have chosen to talk more about herself.<\/p>\n

 <\/p>\n

Here’s what I mean.<\/p>\n

This was HER book….<\/p>\n

 <\/p>\n

And this was an opportunity for her to overtly reinforce HER message by talking about her self and her book…<\/p>\n

But instead of making the message about HER, and all the wonderful things she brings to the table….<\/p>\n

Or all the amazing information in her new book….<\/p>\n

Effectively reinforcing to me how wonderful she is (which incidentally may have resulted in the opposite of the intended effect)….<\/p>\n

 <\/p>\n

Instead…<\/p>\n

She chooses to make it ALL ABOUT ME.<\/p>\n

And in doing so, wins me over before we’re even out of the starting blocks.<\/p>\n

Race won, gold medal to Sarah….<\/p>\n

All before the starting gun has fired.<\/p>\n

 <\/p>\n

Sure it’s a simple formula….<\/p>\n

But when executed well (like Sarah has just done), it’s incredibly powerful.<\/p>\n

Be like Sarah. Wow YOUR customers.<\/strong><\/p>\n

\n

 <\/p>\n

So what do YOU think of this?<\/p>\n

Do you agree that this approach can be\u00a0effective?<\/p>\n

Perhaps you disagree?<\/p>\n

 <\/p>\n

Either way, let me know, I\u2019d love to hear your thoughts on this experience.<\/p>\n

 <\/p>\n

Speak Up. Be Heard.<\/p>\n

Con<\/p>\n

 <\/p>\n

PS: Did you feel this post was useful? Why not leave a comment below and let me know what you thought.<\/p>\n

PPS: If you haven\u2019t already subscribed, enter your name and email address in the form below and click the \u201cSubscribe\u201d button; do it now so you never miss one of these kick-ass posts again.<\/p>\n

PPS: If you think others might be interested in this content too, don\u2019t forget to click the share button and pass it along, after all Sharing is Caring\u2026<\/p>\n

 <\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Do you want to create an awesome customer experience for a first time buyer? Do you want your customer to have an experience that makes them feel special and makes them want to become a brand advocate…. All without you having to ask or spend an extra dollar to do so? Well, try taking a […]<\/p>\n","protected":false},"author":1,"featured_media":363,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[8,4,2,1],"tags":[],"_links":{"self":[{"href":"http:\/\/condolmas.com\/blog\/wp-json\/wp\/v2\/posts\/358"}],"collection":[{"href":"http:\/\/condolmas.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/condolmas.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/condolmas.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/condolmas.com\/blog\/wp-json\/wp\/v2\/comments?post=358"}],"version-history":[{"count":3,"href":"http:\/\/condolmas.com\/blog\/wp-json\/wp\/v2\/posts\/358\/revisions"}],"predecessor-version":[{"id":362,"href":"http:\/\/condolmas.com\/blog\/wp-json\/wp\/v2\/posts\/358\/revisions\/362"}],"wp:featuredmedia":[{"embeddable":true,"href":"http:\/\/condolmas.com\/blog\/wp-json\/wp\/v2\/media\/363"}],"wp:attachment":[{"href":"http:\/\/condolmas.com\/blog\/wp-json\/wp\/v2\/media?parent=358"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/condolmas.com\/blog\/wp-json\/wp\/v2\/categories?post=358"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/condolmas.com\/blog\/wp-json\/wp\/v2\/tags?post=358"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}