Marketing – is a lot about persistence

Customer Delight, Marketing, persistence, service quality

I had written in September about my trip to Jaipur and how the staff at the Radisson hotel over there were so persistence that I comment on TripAdvisor if I found their service good. Not only did they delight my family and me with their service, they also ensured that I recognised their work, so that more people would come to stay in their hotel.

Today I just came back after a two night stay at another leading American Five Star Chain hotel in Gurugram. There’s a reason I am not naming the hotel here. The whole staff was very pleasant and the restaurant staff was extremely helpful and we had an excellent stay. However no one persisted with pushing me to rate them on Trip Advisor. So even though they gave me excellent service, I will not talk about them.

Most human beings are inherently lazy and will not go out of their way to do something, leave alone leave a comment on TripAdvisor. But if you are in the hotel industry and if you have raving fans, then your rooms will always be full. Its an uphill task to always keep delighting your customers, but terrific companies do it.

This is all marketing and I notice when people do something exceptionally well to delight their customer. In most hotels in India, the service levels are very high and we expect even average hotel to deliver high levels of service. In most western countries the service levels in the hotels are just about average, so I don’t actually expect high quality service. But when you come across exceptional service in any part of the world, you want to laud it.

Delivering exceptional service consistently requires a lot of work, but being persistent, that the service also gets applauded is a marketing task and I think the Radisson in Jaipur and especially a few of their staff with whom we dealt with did achieve that.

When you give exceptional service, get the customer to give you a testimonial in some form. A good testimonial is a thousand times more powerful than whatever you talk about yourself.

Till next time then….keep delighting your customers and be persistent in taking testimonials.

Carpe Diem!!!

Sometimes losing a sale is good, in B2B

B2B, Customer Delight, Customers, losing, Sales

As a business leader, there are a lot of times when you have to take a decision on pricing which results in losing a deal.

I have had to take many such decisions and the sales persons involved in the deal get really upset since they misses their target because of that decision.

See, its very easy to discount to win a deal, but if after winning the deal you’re not able to execute because it’s way out of budget then you get a terrible name. In B2B, if you fail to deliver or deliver badly, then you can be sure that you will not get business from that company again and if the manager involved in the decision , goes to some other company, she will ensure that you do not get business from there also.

I have had a couple of instances where we lost the order, then the vendor who was awarded, did not deliver and after one year of struggling, the customer called us back and gave the order without any negotiation.

And since we did a good job there, they gave us multiple more cases.

The advantage of B2B is that once you do a good job, then generally, the managers want to keep working with you. The inertia and the political situation in the organizations mean that a manager doesn’t want to try a new vendor if she can.

So even if you have to lose a deal, its okay because you will get many opportunities to win. But if you do a bad job, because you don’t have the money in the deal, then you will lose the client forever.

Till next time then.

Carpe Diem!!!

How to solve the Challenges of identifying a Single Target Market

Customer Delight, Marketing, niche, single target market

Whenever I talk to my team or other business folks, one major resistance that I get from all of them is on this issue of selecting a niche or single target market.

Everyone thinks that their product or service can solve so many different problems for so many people so why limit. It basically comes out to be about whether you want to be a small fish in a large pond or a big fish in a small pond.

And it takes so much of my energy to convince them, that all I am asking them is to prioritize the market entry into different markets. Once you enter one niche, you have to dominate it, take the learnings from that and then move ahead.

People still find it difficult. So I share with them this process, which is inspired by Dean Jackson and his concepts of the Eight Profit Activators.

Step 1 : Isolate all the geographical markets you have the bandwidth to operate in. These could be national , international etc. You can put this in the columns from from B to whatever in one row of your spreadsheet

Step 2: Isolate all the use cases for each of these geographical locations that your product or service can do. You can put this in column A of your spreadsheet.

The moment they start filling (not ticking, which is a copy and paste process) this two by two matrix with their ability to serve the market and get delighted customers, they start backing off.

They may still end up with about 5 or 6 niches , in which they think they can certainly delight customers. Then I ask them to look at which would give the highest probability of profit from the same effort. Since they also realize that time is limited for everyone, after this step most automatically identify a Single Target Market.

Hope the above helps you in identifying your niche and helps you dominate the market.

Till next time then.

Carpe Diem!!!

Working backward from the customer result – B2B scenario -2

B2B, Customer Delight, Customers, Marketing, Marketing Stamina, messaging, service quality, single target market, Triggers

In my post yesterday I had shared all the challenges that a B2B target audience faces in her day. Having recognised the result you can offer to your customer to delight them and also identified clearly whom you won’t want to attract. How do you get their attention? If they don’t get their attention, they won’t know if you exist and you won’t be able to do business with them. However given the challenges on their time and attention, you window of opportunity is just a few seconds, before you are dumped.

The other bigger issue is that the B2B buyer is not an impulse buyer. She cannot just buy something, until and unless it’s something of extremely low value. Chances are that the need that your product or service is fulfilling is already being done by some other vendor or some other means (the Porter’s model of competitive forces) . If that be the case, its absolutely impossible to displace the existing set-up until and unless the dissatisfaction has reached a threshold value.

So one of the things that works with B2B buyers is identifying the points of dissonance and then communicating with the buyer over the long term. Over a 3 year period, at least 50% of the buyers will face challenges and if you are there in front of them at that time when the threshold is reached, they will consider you. However for this you need to plan your marketing expenses in such a way so that you don’t run out of money before the business starts coming. Marketing stamina in case of B2B is critical.

The other things which could get the attention are typically triggers – I have done detailed posts on this topic earlier also, so I won’t go into the details here. But a new customer getting onboarded or a their existing vendor going bankrupt or a new boss. All those triggers can suddenly change the dynamics, if you can exploit them.

Till next time then.

Carpe Diem!!!