Speaking Your Customer’s Love Language

By: Tim Rayburn

Transcript

1. SPEAKING  YOUR   CUSTOMER’S  LOVE   LANGUAGE HOW  TO  ALIGN  WHAT  YOU  PRODUCE   WITH  WHAT  THEY  VALUE  
2. TIM  RAYBURN   PRINCIPAL  CONSULTANT   IMPROVING  ENTERPRISES Author   Microso<  MVP  for  Connected  Systems   Blogger   PowerShell  Fanboy   Coordinator  of  Dallas  TechFest   Tabletop  RPG  Gamer   All  Around  Geek’s  Geek  
3. ”   “   There  is  hardly  any  acAvity,  any  enterprise,  which  is   started  out  with  such  tremendous  hopes  and   expectaAons,  and  yet  which  fails  so  regularly,  as  love. Erich  Fromm    (German  born  American  social  Philosopher  and  Psychoanalyst,  1900-­‐1980)  
4. ”   “   I  like  to  tell  people  that  all  of  our  products  and  business   will  go  through  three  phases.  There's  vision,  paAence,   and  execuAon. Steve  Ballmer,  CEO  of  Microso<  
5. ”   “  It  doesn’t  maQer  how  many  Ames  you  fail.  It  doesn’t  maQer   how  many  Ames  you  almost  get  it  right.  No  one  is  going  to   know  or  care  about  your  failures,  and  neither  should  you.  All   you  have  to  do  is  learn  from  them  and  those  around  you   because...  All  that  maQers  in  business  is  that  you  get  it  right   once.  Then  everyone  can  tell  you  how  lucky  you  are. Mark  Cuban,  Billionaire  Entrepreneur  and  Outspoken  Owner  of  the  Dallas  Mavericks  
6. ”   “   It’s  Not  You,  It’s  Me That  girl/guy  who  broke  your  heart   Why  don’t  relaZonships  work?  
7. RELATIONSHIPS
8. ”   “   trust  seems  to  influence  how  moAvaAon  is  converted   into  work  group  processes  and  performance Washington  University  St.  Louis   RelaZonships  =  More  producZve  
9. ”   “   Friends  at  work  help  you  live  longer Tel  Aviv  University   RelaZonships  =  Live  Longer  
10. ”   “   If  you  can  find  a  way  of  creaAng  happiness  at  work,   you're  31%  more  producAve,  your  sales  are  37%  higher Shawn  Achor,  CEO  of  Good  Think  Inc.   RelaZonships  =  Higher  Sales  
11. ”   “   Social  support  doubles  likelihood  of  happiness  in  high-­‐ stress  environments Shawn  Achor,  CEO  of  Good  Think  Inc.   RelaZonships  =  Happy  at  work  
12. RELATIONSHIPS Build   Explore   Establish  
13. BUILDING  CUSTOMER  RELATIONSHIPS
15. DEMOED   DELIVERED   SHIPPED   COMMITED   LISTENED   DOCUMENTED   TESTED   PROVED   FIXED   EXPLAINED   FORECAST   IMPROVED   SUGGESTED   MENTORED   SUPPORTED  
22. EXPLORING  CUSTOMER  RELATIONSHIPS
23. ESTABLISHING  CUSTOMER  RELATIONSHIPS