“Our customers are talking about us….in a good way! Coming back and referring us to their friends.”
This is the ultimate social currency that every customer success team strives to achieve, regardless of the platforms and channels communicated.
The following stories of great stories are simple but powerful. They are all about creating memories, building relationships, using your unique gifts, and caring for people. No matter what your job or position is in an organization, remember to “think about something that you can do for your customers to make them feel special — a memory that will make them want to come back and shop at your store again.”
In 2021 during the midst of the COVID period, the B2B tech industry was struggling to find new pipelines and opportunities. The industry’s salesforce is traditionally customed to meeting F2F to generate opportunities by way of a meet & greet, or a demo of the product. Digital marketing took a stronger foothold for the better part of the COVID period, but the methodologies and tactics were still very traditional. Content syndication, asset downloads, telemarketing, you name it….
I was lucky to be given the opportunity to create a reinvention of a new B2B marketing tactic, which is using gamification mechanics to redefine lead generation in an interactive and organic manner. It was not big enough to disrupt the industry yet, even now. But it was enough for two observations:
🡪 Clients that showcased this new idea were instantly hooked by its complexity but yet attractive approach. Of all the clients that I have shared this with, the sign-up rate was instantaneous except for 2 close clients (in fact, I will call them a friend at this stage) who I have not had any success in getting to work on it with me yet to date. It led me to realize that the marketing executives of the last 29 years (based on the longest experience of my oldest client) had not really been able to work on anything innovative yet.
This new methodology also allowed me to classify my clients into three distinct types of marketers.
A. Not willing to take risks. Play it safe.
B. OMG I LOVED IT!!! How soon can you start on this?
C. Hey Dex, I got some questions about your new idea.
Guess which of these clients I loved the most? A and C actually. That is strange! Why not B? Answer is simple, there are no real obstacles to knowing if my proposed idea works greatly in their favor. I have a brand new idea here that has not been tested in real-world yet but there is no objections to it??? Hmm…..
For clients that fall into A or C, yes I must admit it takes a lot more out of my time to convince them to work with me. Each with their various opinions of concerns or ideas that I have to brainstorm further. But one thing is for certain from A and C, they become “raving fans,” and they form a huge important component of your customer service success. These are customers who are so excited about the way you treat them that they want to tell stories about you, becoming your external salesforce for you.
From the first month of 1 client that signed up on the gamification campaign to selling 6–7 new clients on the same package at its peak in 2021 November, I can only say that my raving fans helped drive this growth immensely and laid down a new perspective and foundation of me, that I am someone who believes in true marketing innovation.
Disclaimer note:
The opinions expressed in this post are those of the author. They do not purport to reflect the opinions or views of ThinkLogic Media Group or any company and their associates.
You can follow me on my socials:
Medium https://medium.com/@dexterwrites2022
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