The way people communicate has changed dramatically in 2020 and knowing what your customers want, is your ‘make or break’ challenge.
A Keynote Speech and a Panel Discussion on How to Improve Customer Experience?
This year’s Congress of Polish Entrepreneurs featured six guest speakers on a quest for creative ways of improving Customer Experience:
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How to attract people on social media?? Natalia Talkowska: Use content but targeted and specific content. You can do things a bit differently than everyone else to get more traction and visibility. Michalis A. Michael: Yes, content is the answer. We go for thought leadership and experiment with different formats. Kolarele Sonaike: Totally agree that content is the key, but dont forget the principle which is creating something that provides value. So instead of 100 quick unthought-through posts, go for an incredible, detailed and deep piece of education and value.
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Kingsley Aikins ask 3 questions when meeting a new person: 1 – How can I help you? 2 – If you were me, what would you do? 3- Who do you know, who…. ? = are you willing to put your reputation on the line to recommend me to that person? This is gold dust because to connect to people you don’t know, you need to go through people that you do know.
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Eva Hussain JP When I came to Australia, I knew no English and often felt excluded. Now I always remember that there is a PERSON behind a client/project/case study. It is important to adjust what you deliver to that person. For example, in our case when we do translations, it is better to do a video instead of writing it down, so we do just that.
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Natalia Talkowska We know where our clients hang out so we make sure we hang out there as well! Pick your platforms, focus your attention, don’t be everywhere.
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Kingsley Aikins When the business is down, that’s when you paint the shop. To me, now the time to paint the shop, get ready for future business. Companies are now rethinking their models and processes. Life is about collaborations and connecting with other people. You need to be connected with your networks. To be as ready as you can.
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Michalis A. Michael Don’t wait to do a big customer satisfaction surveys every 12 months. Use every opportunity to ask small questions, whenever your clients touch your brand. And observe their behaviour: what pages they visit and how they like to be contacted, to give just a few examples.
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Kingsley Aikins The best gift you can give anyone is the gift of LISTENING.
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Kingsley Aikins segment your network into 4 categories: 1-you’ve met, but you cannot when, how or the name. 2 – your know each other and talk sometimes. 3 – you work with each other, you trust each other. 4 – you are friends.
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Kolarele Sonaike Technology is awesome, however, I no longer focus on things like Google Analytics, but on my conversion rates.
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Kingsley Aikins A lot of us assume that the people with the best social skills will be the best at networking. Not always true. Very often the introvert is the most genuine at listening, and this is a key skill in networking.
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Lukasz Rzeczkowski We are lucky to be able to create a meaningful journey to our customers, and their families. Engagement, collaboration, personal stories… there is a lot of things involved in how we create great customer experience.
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Michal Dembinski ‘How do you decide who is your ultimate and the most important customer?’
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Michalis A. Michael But don’t disturb and bother your clients with feedback requests. Make your feedback opportunities smooth and easy to do. Don’t give them work, make it super easy.
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Kolarele Sonaike Give your clients what they come to you for, as quickly as you can. This will make them happy and likely to like you. The more steps they need to take, the more annoyed they become.
Type of content: Webinar Recording
Date: 26 November 2020
Duration: 2h
Language: English
Experts featured in the Webinar:
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Kingsley Aikins, CEO at The Networking Institute
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Michael Dembinski, BPCC
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Eva Hussain, Polaron Language Services
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Michalis Michael, DigitalMR Ltd
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Lukasz Rzeczkowski, Trustedoctor
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Natalia Talkowska, Natalka Design
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Kolarele Sonaike, The Great Speech Consultancy
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