I know what you’re thinking. What does being familiar with the World War II generation have to do with creating the ultimate customer experience? It has EVERYTHING to do with it! The number one rule of customer service is to know your customers. By doing so, you can deliver the products and services they want and expect in a manner that is acceptable to them. With this being said, let me take a moment to introduce you to the World War II generation. Some of you may be selling to this generation or managing them since many in this generation are still a part of the workforce.

Members of the World War II generation, or Traditionalists as they are sometimes called, were born between 1900 and 1945. This makes them anywhere from 64 to 109 years of age – and yes, there are some 109 year old citizens out there. All you have to do is watch the Today Show once in a while to hear TV personality Willard Scott wish them a Happy Birthday! If you are selling to or working with anyone from this generation, you will find that they are an industrious, hard-working, and proud generation. They can also be characterized by their loyalty to a variety of things including brands, spouses, and their country. If you capture them through your marketing efforts, you probably have a customer for life.

Knowing what excites your customers and motivates them to buy should be an important factor in your marketing plan and customer retention strategy. Analyze your customer base and be clear with your marketing messages. The implications are far-reaching and could result in better customer retention rates for your organization.

To schedule a “Generations In the Workplace” seminar contact us at angela@marketviewpoint.com.

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It happens all the time. We get busy with the day-to-day activities of running our businesses (mine happens to be helping clients create fabulous customer experiences for their patrons!) and we forget to remind our customers about all the other services we can provide for them. Then one day we find ourselves in conversation with a client and they tell us they just signed a contract with one of our competitors for a service we are very capable of providing! Our first reaction is usually utter amazement then we usually get angry at ourselves for not being better communicators. The responsibility for letting our clients know about all the products and services we provide rests squarely on our shoulders.

How do we do this? I suggest using a multimedia approach. Some of the tools I like to suggest to clients for keeping in touch with their customers are newsletters and e-zines,  well timed and targeted phone call campaigns, direct mail that includes postcards and letters, and websites that are up-to-date with case studies and testimonials of our most recent accomplishments for our customers.  These are all a part of the ongoing sales process that should be a part of your marketing plan to your existing customer base.

I like the 3-3-3 approach. Make a list of three customers you want to contact. Develop a script that highlights three things your company has done in the last three months that have resulted in success. Now pick up the phone or drop them a line and tell them about it. It may just result in increased business and profitability for your organization!