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Stefan Kazakis on 7 September 2019

LBs and NTs

Last week I talked about how important it is to never underestimate the human element. When you use technology to guide your client through your sales process, you need to ensure they have regular contact with a living and breathing human being - simple really!

Today I want to expand on that by talking about a simple strategy to improve your customer service. This is a strategy that I have grown very comfortable with, and one my clients will have seen me implement many, many times.

This is a very high touch strategy, which can also be a very high tech strategy too. It ensures you frequently receive honest feedback on just how your business is performing.

I’m talking about a love affair with LB’s and NT’s.

If you are a devout and committed community builder (and if you’re in business you should be!), you should embark on having an affair with LB’s and NT’s.

So what am I talking about?

Otherwise known as always asking your customers once they have done business with you ‘what did they Like Best about your service and what if anything can you do better Next Time?’

There is no denying if you are receptive to open and honest on the spot feedback that this is one of the simplest yet most effective strategies to continuously be improving your customer service.

You can use this strategy both online and offline.

In an online business selling products which are packaged up and delivered you could have an automated reminder to follow up with the client to ask “What did they Like Best about the product and what if anything can you do better Next Time?”

Of course, you have to be prepared for both positive and negative feedback.

But the power in the ability to ask the question and act upon the response is the key ingredient to build a community of devoted customers.

Be brave, be bold and ask every single client next week for their LB’s and NT’s.


Power to you!

Stefan Kazakis
CEO, Business Benchmark Group

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