Is your sales strategy focused on your business or your customers?

The first rule of customer service is that the customer is always right. Right?

 

With this in mind, shouldn’t all good business strategies place the customer at the heart of the campaign? Whilst this may seem to be true, it appears companies can sometimes find themselves strategising solely on where the business can go, as opposed to what the business can also do for its customers.

 

In 2018, 90% of adults in the UK defined themselves as recent internet users, up from 89% in 2017 (Office of National Statistics). Due to the developments in digital media, a customer has everything at their fingertips to make a decision about you before they have even spoken to you, as this information can now be found on social media posts, peer reviews or elsewhere on the internet.  It seems that it is no longer always essential for customers to go through sales teams to make a decision on whether or not they want to invest in your product or service. It is therefore essential that when your sales team do engage with your pipeline, they are providing an outstanding experience which focuses on the customer, optimising sales and productivity.

 

Increasingly, marketers are implementing sales strategies which place their customers at the centre of their business plans, something which is highly recommended by Air. A study by Cap Gemini found that returning customers bring a 23% increase in profits and revenues. It also showed that returning customers spend an average 67% more than a new customer. For this reason, it is essential to create a strategy which better allows you to retain customers as well as encouraging new sales.

 

It is key to know as much as possible about the behaviours, needs and desires of your business’ customers. When marketers listen to this information they can complement your business strategy by creating customer-focused initiatives which will boost value and profits.

 

At Air we understand the importance of keeping clients happy and from our initial conversations with clients we get the ball rolling. Our first step, once they decide to go ahead and work with Air, is a strategy meeting which ensures their expert knowledge is kept at the forefront of their campaign; this meeting also enables us to present campaign concepts to reach the best solution for their objectives before we begin dialling. From the outset we want our clients to be happy, confident and informed on what we are doing for them. This level of clarity continues throughout the process, as shown by our client portal. Unique in the industry, the portal allows our clients to track their campaigns in live time providing them with the ability to watch the reactions their prospective customers are having to their products.

 

Transparency and engagement are essential concepts within our business strategy, as they allow us to maintain trusting relationships between ourselves and our clients. Cap Gemini found that disengaged customers cause a 13% fall in profits. At Air we foster engagement by encouraging our clients to use our office spaces as a base, or to pop in or call and chat with us as and when they feel the need to.

 

Our client-focused business strategy allows our business to function like a friendship, if we extend a level of familiarity to our clients they will reciprocate by continuing to work with us and in turn referring others to do so too. Receiving recommendations is a key part of our business strategy as future customers are more likely to trust a brand backed by an industry equal or someone they know.

 

We encourage our clients to leave us testimonials in order to reach out to their community. By allowing our current customers to have a voice and input to our brand it shows prospective clients that we value the opinion of those we work with and want to create strong relationships with them.

 

For us it isn’t all about the money, it is about the people. To find out more about how we engage with you, your business and your customers please contact us via phone: 0345 241 3038 or via email: contact@air-marketing.co.uk.

 

 

 

 

 

It Pays to be Patient

At Air, we pride ourselves on our honest and transparent approach towards our customers. We want those who we work with to succeed and so we keep nothing from you, you can have as much or as little involvement in your campaign as you would like. As one of Air’s Account Directors, I sit down with our prospective and retained clients, making sure to spend time with them in order to create the right strategy for their budget and business goals. But also, I want to ensure that clients understand that developing returns on their investment takes time. Markets are saturated with new businesses and whilst outsourcing telesales is a step in the right direction, clients shouldn’t expect a quick fix. The clients that I work with are often looking to invest in a long-term telemarketing campaigns, have long sales cycles and therefore need to understand that telemarketing does not instantly create ROI.

Despite this level of client engagement, when it comes to the end of the first month I sometimes find that clients have concerns if they haven’t yet closed a big deal or aren’t yet receiving high ROIs. Whilst I understand that clients put a lot into their businesses and obviously  want them to be a success, it seems that often people forget that success isn’t always instant. More often than not, it pays to be patient.

It is for this reason that, as part of our business proposals, myself and the other Account Directors at Air recommend a long-term commitment after the initial 3-month trial pilot period. During this pilot period, the outcomes teach us learning’s about the business’ message, the target audience, the objections and the sales cycle of a client. This time is essential for a business, it allows us to test the messaging of the campaign, the data we receive and actually get hold of the right people for the client – all of which takes time if done right.

We don’t want our clients to stress or be kept in the dark, which is why we have created our unique client portal, where they can have a clear view of their campaigns progress – our clients are able to follow the peaks and falls of their entire campaign and see the feedback or objections we receive. It is most important to listen to this information in the beginnings of a campaign and not be overly concerned if sales are slow to begin with, as brand and business development should be nurtured not rushed. By considering this information, we are then able to use it to adapt the campaign and help it develop with momentum in the long term to generate the client impressive ROIs. After all our average campaign ROI is £18 for every £1 spent, so your investment is in good hands.

Opinion Piece by Keryn Seal, Account Director, Air Marketing Group

We’ve been shortlisted for the BESMA Awards 2018

The British Excellence in Sales Management (BESMA) Awards are an annual event held by the Institute of Sales Management. With the purpose to recognise and reward the most successful companies and individuals in the sales industry.

 

We’re delighted to be shortlisted amongst some of the industry’s biggest players …

This time last week #TeamAir took to the bright lights of London to present in front of the BESMA panel. We demonstrated the success we’ve achieved over the past 2 years and how this has been made possible due to the hard work, commitment and passion our team continue to exhibit.

 

We’ve been shortlisted for the four following categories:

Best Telesales Team

Best Sales Employer

Best Rising Star – Marco Alfano-Rogers

Best Key Account Manager – Shaun Weston

 

We were excited to share the presenting stage with some of the biggest names in the country, companies which include:

Yell, Gamma Telecom, McAfee, PwC, Indeed and SSE Electricity Limited.

 

Reflecting on our growth …

Writing the BESMA Awards have truly allowed us to reflect on how much we’ve all achieved, not only in the last year but since our inception.

Having started with a modest fund of £25,000 in 2016, we first operated out of a boardroom within someone’s office with a total of 1 employee!

Now recognised as the fastest growing companies in Exeter, in the last 12 months’ #TeamAir have grown from 11 to over 50 employees and continue to acquire an increasing number of clients, and household brand names. We are currently operating out of two offices in Exeter’s city center and are soon to be moving into a new office with 100pax capacity.

We are extremely proud of our own growth and the growth we continue to achieve for our clients’. Our success is measured by the fact our team implements telemarketing campaigns that perform at twice the industry average. This allows our clients to achieve an average return of £18 for every £1 they spend with us.

 

What’s next …

With a strong team driving us forward we are confident that we will continue to evolve our company and elevate business for our clients.

Our office move comes with exciting new internal structures, new areas of expertise and even more possibilities for our clients.

BESMA’s well-deserved winners will be announced on 26th October 2018. Overwhelmed by the recognition our team has already received, winning the BESMA Awards would give solidarity to our team’s loyalty and hard work. It’s safe to say #TeamAir have every finger crossed.

If you would like to find out more about Air Marketing Group and how we can help you achieve your business goals visit our website: air-marketing.co.uk or call us on: 03332505686

 

Do you prioritise your customer journey?

How easy do you make it for your customer to purchase from you?

This may sound like a trick question, but it’s not! All businesses exist to attract customers, generate revenue, grow and make profit. Those are the basics to business survival and thriving.

But are you making the customer journey easy and enjoyable? Would you purchase from your company, if you were in your customers shoes?

So, if you are considering your customer journey, where do you start?

Identify gaps and pain points

To develop a successful customer journey map with coherent touchpoints you must first identify the gap between the current journey people would experience, and the journey that the customer would find most beneficial. Understanding how your customers currently feel about their relationship with you and the level of service you’re providing will allow you to identify the pain points in your customer journey.

Key pain points could include:

* Unclear or inconsistent messaging throughout the buying process and touchpoints

* The lack of personalised and relevant content

* The way your sales team approach building relationships and sales with your customers

Involve customer-facing employees in the journey

It’s important to keep in mind that every employee who interacts with your prospects and customers will have a direct impact on your customer journey. For this reason, it’s necessary to collaborate with all employees from all your customer-facing departments when mapping your customer journey and discussing relevant touchpoints. Making employees aware of their impact and giving them the voice to create positive touchpoints will motivate and allow your business to give recognition for outstanding customer service.

Clarify the touchpoints your business should be implementing

When starting your customer journey begin with clarifying touchpoints which everyone in your business can agree upon. Touchpoints include your collateral, brochures, website, social media channels, email nurturing, telemarketing, customer service, appointment setting, customer communications, contact process and telesales. Once your touchpoints

are outlined it’s time to refine the voice you want to convey across every point of customer interaction. This voice should create a coherent, integrated and professional feel throughout your customer journey.

So, is your customer journey good enough?

If you’re struggling to answer this question, then it’s likely that your customer journey could be improved. There are very few companies that have got their customer journey down to a T but giving it the attention and resource it deserves, will see return on that investment.

So how does Air come in?

At Air, we are able to offer outsourced expertise to generate leads, set appointments, and even use our qualified sales team to convert these leads into paying clients. The Air process for partnering with clients opens the conversation around your customer journey and touchpoints. Our aim is to get under the skin of your company so that when we speak to your leads or clients, the experience they receive is aligned to the rest of your customer journey adding to their experience.

Sound interesting? Want to find out more?

Get in touch and let’s discuss how we can help you achieve your goals. Find out more here www.air-marketing.co.uk or call us on 0333 270 6616.