In this episode we discuss the Expand tage which in one of the most important in the entire Powerglass Pipeline.  Now you are growing your customer's business (revenues) while you build a consulting-based client relationship. 

Concept 1 - Expand= Become a Consultant - You have onboarded you customer. They secured their Quick Win(s). They are happy as indicated on the survey. They are buying expected volumes. You now are going to change the nature of the relationship from Customer to Client by becoming their trusted Consultant.

What is a Consultant?

1.Giving expert advice to people in professional, technical, financial, legal, business, or other specialized fields.

2.Being a consultant takes a unique skill set that balances analytical abilities and excellent communication.

3.Your consulting intent is to find new problems you can solve

4.You discover issues, share ideas, explain concepts, present findings, and find ways to serve.

5.You may be able to charge for your Consulting – Audits, Reports

Concept 2 - What do Clients want? 

1.Convenience – is it easy to do business with you? Or do you err on the side of what’s easy for you and not your Client?

2.Personalization – Clients develop loyalty to brands/companies that show they understand the client and what they are looking for.

3.Technology – Clients expect technology should make their experience with brands more valuable and their online experiences better.

How do Clients Act?

•They thank you when you have discussions with them

•They seek you out for information or better still your opinion

•They share information that they do not share with other vendors

•They consider you a friend

Creating Clients  - In the Consider phase we asked our prospects: the right Questions, uncovered Unique needs, and identified their Expectations. Now we do this again with your new Customer in order to turn them into a Client by digging into their business. Ask:

1.What are your key corporate initiatives?

2.What are your company’s Key Performance Indicators?

3.What are your new target markets and companies?

Concept 3 -  =Ask your Customer questions about their Prospects and Customers:

1.What important Customer needs do you want to serve?

2.What are their additional problems, challenges, needs, wants?

3.What are the symptoms of their problems?

4.What is their desired outcome from solving their problem(s)?

5.What is your solution that will drive successful transformation?

6.What are the indications that your Customers are spending money solving these problem?

Concept 4 - Avoid The Bloom Falls off the Rose profile and work towards Lifetime Client profile.

Concept 5 - How much to Win vs. Keep? Do the math: 

1.What are your costs for winning new customers?

2.What are your costs for keeping existing customers

3.What does it cost you on average when you lose a customer? Sunk costs not recovered, profits decrease, poor customer retention hurts business sustainability, lost customers hurt morale

Remember Frederick Reichheld – a 5% improvement in customer retention rates will yield a 25% to 100% increase in profits.

Concept 6 - Customer Experience -  the impression you leave with your customer, resulting in how they think of your company, across every stage of the customer journey. The two primary touchpoints that create the customer experience are people and product. 90% of customers believe most brands fail to meet expectations (Acuqia). But 82% of Marketers believe they are meeting expectations!

For more information head to www.targetoutcome.com.