In our coaching and consulting division, we are fortunate to work with many teams and companies to help them maximize the value they deliver to both clients and prospects. Most initially think that value is based primarily on their products and/or the ROI of the same.
A purchase is fundamentally emotional/experiential—not functional/transactional, which is why the transactional sales approach is no longer the path to a sustainable business or client loyalty.
Today, sales people and staff no longer just facilitate a sale; they co-create value.
Sales and service professionals are purveyors/hosts/curators of value irrespective of product/service; they hold the client’s future and emotions in their hands.
Research in my latest book, 100 Proven Ways to Acquire and Keep Clients for Life, clearly shows that financially successful people essentially expect advisors, staff, and yes, even firms, to demonstrate the following at every touchpoint.
1 – kindness,
2 – thoughtfulness,
3 – caring
4 – empathy
How important are these attributes to the financially successful, when they determine value?
80% now state their experience is an integral part of their perception of the real and perceived value they receive. (PwC Research)
Most importantly, these attributes and behaviors deliver massive Client Lifetime Value and Referral value.
Business is too competitive to be average and complacent.
Reach out to me if you are planning a meeting or need coaching, and realize the need to inspire, educate, develop, and empower all your client-facing professionals to deliver an experience that maximizes value.