{"id":85,"date":"2016-10-12T02:29:59","date_gmt":"2016-10-12T09:29:59","guid":{"rendered":"https:\/\/hengreamaze.wordpress.com\/2016\/10\/12\/training-customer-service-to-be-master-influencers\/"},"modified":"2023-08-31T05:18:08","modified_gmt":"2023-08-31T12:18:08","slug":"training-customer-service-to-be-master-influencers","status":"publish","type":"post","link":"https:\/\/www.reamaze.com\/blog\/training-customer-service-to-be-master-influencers\/","title":{"rendered":"Training customer service to be master influencers."},"content":{"rendered":"

Capturing incremental value from your existing conversations.<\/p>\n

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Based on our own numbers, selling into a new customer is usually 10x to 20x harder than up-selling or cross-selling. Based on other numbers:<\/p>\n

The probability of selling something to a prospect is only about 5\u201320%, while the probability of selling something to an existing customer is 60\u201370%.\u200a\u2014\u200aMarketing Metrics<\/a><\/em><\/p>\n

Selling then, it seems, isn\u2019t really all that effective in the grand scheme of revenue. If you read our previous post<\/a> on why we combined customer service and customer success, you\u2019ll see why we\u2019ve resorted to \u201cun-selling\u201d as the most effective ways to drive revenue. The concept we want to share is \u201cinfluencing customers\u201d. Influence is selling without selling, telling without saying, and being constantly aware of how crucial and valuable conversations are to the success of your teams and your business.<\/p>\n

Effectively influencing customers on a personal level with relevant ideas, solutions, and even alternatives can a) lead to more conversions of new customers, b) more up-sells from existing customers, and c) bolstering the network effect from word-of-mouth marketing. For many organizations, customer service and customer success are the two teams talking to customers most frequently. And if you\u2019re not logging at least 20% to 40% of your sales, up-sells, and general conversions through existing customer service\/customer success conversations, you\u2019re doing it wrong.<\/p>\n

Becoming master influencers isn\u2019t about selling, that\u2019s the counter-intuitive part of all of this, it\u2019s actually about listening, anticipating, adapting, and analyzing. Learning to read between the lines for any customer conversation is an incredible skill set that should be in every training or on-boarding program. Great influencers can effectively detect customer moods, anxiety levels, and immediately apply relevant talking points that can alter customer opinions and experiences. Here are 3 super easy tips we want to share with customer service and customer success teams.<\/p>\n

<\/h3>\n

Ask. Don\u2019t tell.<\/strong><\/h3>\n

Great influencers understand customer intentions. This requires the ability to cut through as much noise as possible from the customers\u2019 barrage of comments, connecting core issues to relevant product features, and mapping deficiencies in the customers\u2019 knowledge base.<\/p>\n