Doing more than expected during these 3 key moments changes everything about how your customer feels about you. In truth, how your customer feels is more influential than the facts you present. We may think of ourselves as thinking creatures that feel, but biologically we are feeling creatures that think. (Jill Bolte Taylor: My Stroke of Insight: A Brain Scientist’s Personal Journey)
Most decisions are made on the basis of our feelings and emotions, and then rationalized later by logic. These 3 key moments influence how the final buying decision is made.
1. Your “First Contact” Moment:
Be customer-centric. Focus on learning their story, needs and goals. It’s about their journey, their issues – not your products or services. Prospects become customers once they confirm that you have heard them, can meet their needs, and could exceed their expectations.