Never Cold Call Again

Presented by Erik Vermeulen.

HRMC, Gaborone, November 2011

What?StrapColourShapeNumbers

Why?

SHEER DRIVING PLEASURE

BEAT THE BENZ

GLOBALLY CONNECTING PEOPLE

HIP GEEK

Why is company culture important?

68% of customers leave because of poor employee attitude.

41% of customers are loyal because of a good employee attitude.

70% of customer brand perception is determined by experiences with people.

Global Economic Change

Attention Economy Attraction Economy

Interruption Engagement

Reactive Interactive

Big Promises Intimate Gestures

What you need What I want

Right now, Gen Y outnumber Baby Boomers,

96% belong to Social Networks

In 1995, the average

person had 27

connections.

In 2005, the average

person had 215

connections.

Reasons For Losing Customers

• 1% Die• 3% Move• 5% Buy from friends• 9% Prefer a different product• 14% Unresolved service problems• 68% Because they feel that

employees are disinterested in giving service

Service = Experience - Expect

The Service Equation

The Service EquationPeople expect only two things1. That you know they are there2. That they made the right choice by coming to you to satisfy the need

Lesson #1

Service aboveeverything else

There are many ways to skin a cat…..

Lesson #2

Advocacy beatsSelling

Lesson #3Understand that

consumers areirrational

X9 Factor

Trinitron

Lesson #4

Create Mystery

Lesson #5

Ruthlessly give away free

information

Follow me on Facebook: Erik VermeulenFollow me on Twitter: ErikMVermeulenE-mail: erik@erikvermeulen.comWeb: www.erikvermeulen.com

Never Cold Call Again