{"id":2931,"date":"2020-06-11T19:19:16","date_gmt":"2020-06-11T19:19:16","guid":{"rendered":"https:\/\/wiki.thomasandsofia.com\/?p=2931"},"modified":"2020-06-21T23:25:47","modified_gmt":"2020-06-21T23:25:47","slug":"customer-success-profit-from-the-power-of-your-customers","status":"publish","type":"post","link":"https:\/\/wiki.thomasandsofia.com\/?p=2931","title":{"rendered":"Customer Success &#8211; Profit from the Power of Your Customers"},"content":{"rendered":"<p><a href=\"\/customer-success-profit-from-the-power-of-your-customers\/\">Home<\/a> | <a href=\"\/cs-meet-customer-ceo\/\">1 &#8211; Meet Customer CEO &gt;<\/a><\/p>\n<h1>Customer Success | Profit from the Power of Your Customers<\/h1>\n<h3>Course Slides<\/h3>\n<p><a href=\"\/wp-content\/uploads\/2020\/06\/CustomerSuccessWorkbook.pdf\" target=\"_blank\" rel=\"noopener\">CustomerSuccessWorkbook.pdf<\/a><\/p>\n<p>&nbsp;<\/p>\n<h2>Course Outline<\/h2>\n<ul>\n<li><a href=\"\/cs-meet-customer-ceo\/\">1 &#8211; Meet Customer CEO<\/a>\n<ul>\n<li>The Purpose of Business is to create and keep a customer<\/li>\n<li>Customers don&#8217;t always (or perhaps) tell you what they really need\n<ul>\n<li>Deep understanding of the customer is the most powerful and untapped secret weapon in business<\/li>\n<\/ul>\n<\/li>\n<li>The Customer is the Boss<\/li>\n<li>2 Sources of Competitive Advantage\n<ul>\n<li>Ability to learn more about your customer faster<\/li>\n<li>Ability to act on that information faster than your competitor<\/li>\n<\/ul>\n<\/li>\n<li>Without Customers, nothing else matters<\/li>\n<li>Customer Centric Companies\n<ul>\n<li>Strategy: Solve Customer Problems<\/li>\n<li>Culture: Fill needs and Engage<\/li>\n<li>Processes: Gain insights and manage experiences<\/li>\n<\/ul>\n<\/li>\n<li><span style=\"color: #339966;\">Interview Questions: <\/span>\n<ul>\n<li><span style=\"color: #339966;\">What customer insight do you have that makes your business successful?<\/span>\n<ul>\n<li><span style=\"color: #339966;\">Google: Customers want information right now<\/span><\/li>\n<li><span style=\"color: #339966;\">Apple: Beauty and ease of use for everyday products<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li><a href=\"\/cs2-the-power-of-me\/\">2 &#8211; The Power of Me<\/a>\n<ul>\n<li>Replace Me with We. Be part of their solution team.<\/li>\n<\/ul>\n<\/li>\n<li><a href=\"\/cs3-the-power-of-value\/\">3 &#8211; The Power of Value<\/a>\n<ul>\n<li>Critical spending is important&#8230; there is only so much money to spend.<\/li>\n<li>The profit from the power of value is Growth<\/li>\n<li>Customers will lead you to the Value Zone if you listen to them.<\/li>\n<li>The heart of the power of value is Customer Satisfaction<\/li>\n<li>Value is much more about the experience you deliver than the price you charge<\/li>\n<li><strong>How can we make things better?<\/strong><\/li>\n<\/ul>\n<\/li>\n<li><a href=\"\/cs4-the-power-of-performance\/\">4 &#8211; The Power of Performance<\/a>\n<ul>\n<li>Different &#8220;Need&#8221; states\n<ul>\n<li>Original &#8220;I think I need something that&#8230;&#8221;<\/li>\n<li>Explorative \/ Investigative<\/li>\n<li>Determine the value<\/li>\n<li>Make a decision<\/li>\n<\/ul>\n<\/li>\n<li>Some are fully aware of their need while others this has not fully developed.<\/li>\n<li>Products only find a market when they help non-customers get the job done that they&#8217;ve already been trying to do.<\/li>\n<li><strong>It is better to have a market in search of a product than to have a product in search of a market.<\/strong><\/li>\n<li>How to profit from customer questions:\n<ul>\n<li>Shift to a &#8220;Jobs to be done&#8221; mindset\n<ul>\n<li>People have jobs to do. Be there to help them!<\/li>\n<\/ul>\n<\/li>\n<li>Become a designer of better business.\n<ul>\n<li>Think like the Business Designers already discussed (Hyundai)<\/li>\n<\/ul>\n<\/li>\n<li>Customers will always prefer a great experience over the features of a product.<\/li>\n<\/ul>\n<\/li>\n<li>Case Study &#8211; Apple:\n<ul>\n<li>Apple sales personnel are taught not to sell, but to help.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li><a href=\"\/cs5-the-power-of-the-heart\/\">5 &#8211; The Power of the Heart<\/a>\n<ul>\n<li>How do you make me feel?<\/li>\n<li>Views are driven by their emotions<\/li>\n<li>You must learn to deeply connect with your customers<\/li>\n<\/ul>\n<\/li>\n<li><a href=\"\/cs6-the-power-of-simple\/\">6 &#8211; The Power of Simple<\/a>\n<ul>\n<li>Simple is your best way forward<\/li>\n<li>Make simple part of your mission, vision and values<\/li>\n<li><strong>Simply get the job done for your customers<\/strong><\/li>\n<\/ul>\n<\/li>\n<li><a href=\"\/cs7-the-power-of-yes\/\">7 &#8211; The Power of Yes<\/a>\n<ul>\n<li>The Customer Experience triangle:\n<ul>\n<li>Functional:Does it do the job your Customer needs to get done?<\/li>\n<li>Emotional:Does your product or service make your customers feel good?<\/li>\n<li>Accessible:Does your product or service make it easy for your customers to get their job done?<\/li>\n<li>Don&#8217;t sell but solve a problem<\/li>\n<\/ul>\n<\/li>\n<li>Know the different customer types and how to handle them\n<ul>\n<li>Green<\/li>\n<li>Red<\/li>\n<li>Blue<\/li>\n<\/ul>\n<\/li>\n<li>Match yourself to your customer&#8217;s emotional state<\/li>\n<li>7 ways to be a better listener\n<ul>\n<li>remove distractions, take notes, ask questions, restate concerns, re-ask their names if required<\/li>\n<\/ul>\n<\/li>\n<li><strong>Embrace the Power of Yes<\/strong><\/li>\n<\/ul>\n<\/li>\n<li><a href=\"\/cs8-the-power-of-platform\/\">8 &#8211; The Power of Platform<\/a>\n<ul>\n<li>a.k.a Social Media, real-time experiences<\/li>\n<li>Engage your customers on the Platform and they will look at you a completely different way.<\/li>\n<li>Dell&#8217;s social media command center&#8230;amazing.<\/li>\n<\/ul>\n<\/li>\n<li><a href=\"\/cs9-the-power-of-rebellion\/\">9 &#8211; The Power of Rebellion<\/a>\n<ul>\n<li>3 Simple rules for a business\n<ul>\n<li>Don&#8217;t confuse the customer<\/li>\n<li>Act consistently as a company<\/li>\n<li>Don&#8217;t make arbitrary restrictions on customers.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li><a href=\"\/cs10-the-power-of-purpose\/\">10 &#8211; The Power of Purpose<\/a>\n<ul>\n<li>Do we share the same values as our customers?<\/li>\n<li>People need to know the truth, whether good or bad.<\/li>\n<li>Mission and Values statements need to be stated simply so people understand.<\/li>\n<\/ul>\n<\/li>\n<li><a href=\"\/cs11-becoming-a-customer-ceo-champion\/\">11 &#8211; Becoming a Customer CEO<\/a>\n<ul>\n<li>The key to building and growing a business is Customer Insight Research<\/li>\n<li>&#8220;What people say, what people do, and what people say they do, are entirely different things.&#8221;<\/li>\n<li><strong>What are customers saying to you:<\/strong>\n<ul>\n<li>Listen to, learn from, pay attention &#8230; TO ME.<\/li>\n<\/ul>\n<\/li>\n<li>The 360 Circle:\n<ul>\n<li>Learn from the client<\/li>\n<li>Do what you can<\/li>\n<li>Repeat with the solution.<\/li>\n<\/ul>\n<\/li>\n<li>&#8220;A man without a smiling face must not open a shop.&#8221;<\/li>\n<li>Fanatical customers are your best salespeople.<\/li>\n<li>My customer&#8217;s stories must be embedded deeply within my organization.<\/li>\n<li><strong>Stop Look and Listen<\/strong><\/li>\n<li><strong>Think, Plan and Do<\/strong><\/li>\n<li>&#8220;Without action, the world would still be just an idea.&#8221;<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h1>Completed June 21, 2020<\/h1>\n","protected":false},"excerpt":{"rendered":"<p>Home | 1 &#8211; Meet Customer CEO &gt; Customer Success | Profit from the Power of Your Customers Course Slides CustomerSuccessWorkbook.pdf &nbsp; Course Outline 1 &#8211; Meet Customer CEO The Purpose of Business is to create and keep a customer Customers don&#8217;t always (or perhaps) tell you what they really need Deep understanding of the ..<\/p>\n<div class=\"clear-fix\"><\/div>\n<p><a href=\"https:\/\/wiki.thomasandsofia.com\/?p=2931\" title=\"read more...\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[57],"tags":[],"class_list":["post-2931","post","type-post","status-publish","format-standard","hentry","category-customer-success"],"_links":{"self":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/2931","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2931"}],"version-history":[{"count":24,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/2931\/revisions"}],"predecessor-version":[{"id":3031,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/2931\/revisions\/3031"}],"wp:attachment":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2931"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2931"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2931"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}