One of the key ingredients to success is to simply listen and engage.
”People expect you to give a damn about them. Not only that, they expect you to prove it. And the only way to prove it is to listen, engage, give them what they want when you can, and, when you can’t, give them an honest answer why.” (Gary Vaynerchuk, “The Thank You Economy”)
This quote by the renowned entrepreneur Gary Vaynerchuk, revolves around how social media has brought back the necessity for and possibility of the “small town shop” mentality.
Conversation and caring is central to business success
It’s the old fashioned approach to customer service: you walk into the butcher shop, and the owner greets you by your name, knows your aversion to pork, and realises the reason for your visit must probably be the big splash barbecue extravaganza next weekend.
What Vaynerchuk really means is that companies are starting to care more. By opening up to customer issues, complaints and different ways of life, they are better suited to provide a heartfelt service that makes sense on a 1:1 level. By caring more these companies will deliver a service that will be sought after. In return they will increase their competitive advantage through the power of word of mouth. Because these days, the customer is armed with the weapon of mass communication that can be used for or against you!
Does your bank really care for you
Let´s take banks as an example. These often very conservative institutions are facing important market changes really evoking a need for rethinking their strategy for business growth.
One of these changes is the mere fact that the confidence towards the banking sector as such is heavily decreasing. According to Ernst & Young (Global Consumer Banking Survey 2012) 59 % of the EU respondents find their confidence in the banks decreasing. 59 % who lack confidence – that´s a huge blow to an industry!
In Sweden, Länsförsäkringar recently performed a study asking 3,500 customers about their views of the banking today. A major finding was the perception that banks are putting their own interest over the ones of the customer. Only 4 out of 10 respondents felt that their bank knew them and provided advice based on that knowledge. In summary – the banks are still considered to be big, impersonal and greedy.
You could also look at banks as you would at a guest at your dinner table. For a study last year, salesforce.com took a closer look at the “personality” of banks together with Psykologilabbet, a psychology practice in the forefront of psychology research. The study was based on the how banks are choosing to describe themselves, but more importantly how they are being perceived by the outside world (via media, blogs, forums etc.) Psykologilabbet studied banks in the same way they would an individual – ranking them according to some key criteria that in total makes up a strong character (and a pleasant dinner guest) – credibility, respect, responsibility, fairness, caring and citizenship. This study showed that although the Swedish large banks are perceived as relatively credible, they overall score low in traits such as respect, fairness and citizenship.
All this, combined with the ease of customer taking their business elsewhere should make some of these institutions rethink. The banks paving the way and getting on board with the personalised, value adding approach will have a better shot at winning the race.
In Australia, the Commonwealth Bank, has managed to stick out in the fierce competition through understanding that the relationship with your customers need to be based on getting back to basics – engaging in conversations that bring value to your client. Going back to my butcher example – “I have just the right piece of strip steak for you, and if you like to get it perfect medium rare leave it alone for 9 minutes on one side and 7 on the other”.
Direct link: http://www.youtube.com/watch?v=A98NFBm8b9U
Commonwealth Bank understands that the client´s financial world really isn´t hapenning inside the bank office: It´s when you are out and about and see a house you´d like to buy, or when drafting your exciting business plan and need to quickly grasp your funding opportunities. The personal, financial conversation you would have with your bank contact therefore needs to get extended to that world – without losing the value factor.
And this is where social comes in
By running the business on a platform allowing for collaboration, the services provided become relevant to every customer. You see a house you like? Take a picture, the bank compiles the information needed, and the loan gets approved while on site.
However you´d like to package your offering, your approach needs to be based on the love for and knowledge of your customer. Same rules of relationship apply whether you are a small shop or a large corporation. So, you need to ask yourself “Do I give a damn?”