Lior Arussy visited the Eagles Talent Speakers Bureau office this morning to talk about customer experience. Lior has developed a tested program for leadership and sales teams to better their profitability by being more customer centric rather than product/service centric.
“We are all customers” Lior pointed out. In one moment, you may be a CEO leading a Fortune 500 company, and the next, step outside to yell at your bank because they made an error in your checking account (no offense, banks). As leaders, we should never forget this.
Question: What makes your customers angry? Also, what makes them passionate about your company.
“There’s only one Starbucks, and we’re not them. We’re simply not,” said Lior. “We may wish we were, but we’re not, and we can’t pretend to be.” He drove home an important fact as businesses, we truly have to understand what we are in business to do. We can look at the success Starbucks and be inspired, but, at the end of the day, if you’re not selling coffee, don’t act like it.
We have to take a serious look, suggested Lior, at what we’re in business to do–and make sure that we’re fulfilling the needs of our customers. Otherwise, we’re just pleasing our own needs, and the company will not survive.
Connecting with your client: Lior brought up a great example of a client not seeing a connection between your product/service and the cost. Hint: This might be a clues as to why they are asking for discounts. Keep in mind our business perception is “the product is absolutely worth the cost!” Instead of going in direction and offering sales and discounts (basically removing value)–go in a different direction…consider the customer. How can you add value to make a customer feel that the product/service is worth the cost?
Lior Arussy speaks from experience, not inspiration: Prior to establishing Strativity Group, Mr. Arussy led the internet security division at Hewlett-Packard where he grew the business by 50% per quarter for three consecutive years. The core of his strategy was enabling eBanking access to consumers via mission critical security, a new concept at the time. At the height of this era, Arussy managed the eBanking infrastructure of the 120 largest banks in the world with combined assets of $8 Trillion and no bank was ever hacked.
During Lior’s presentation at Eagles Talent, he covered business to business (B2B), where the focus can be slightly different, right? For example, as a speakers bureau, we should constantly examine our own connection with clients. We’re not here to down sell or up sell speakers, but rather, recommend the right speaker who meets your goals. We want to ensure that your group is achieving it’s goals, and walks away feeling you have value for your meeting/event. The point is, know your clients goals and help to achieve them.
To bring Lior Arussy into your next event as a speaker, visit our contact us page, or call us at 1.800-345-5607.
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