Key Questions to Improve Customer Sustainability from our Workshop with Google

It’s no secret that Google is the world’s leading search engine. With its market share of 87.96% and Q4 2019 revenue up 17% over Q4 2018, Google is showing no sign of losing momentum. A key component underpinning Google’s dominance is its focus on customers.

To that end, Linkmedia 360 was recently selected to receive advanced training reserved exclusively for Google Premiere Partners. During the customer sustainability workshop, Google shared its secret sauce to delighting and retaining customers.

Continue reading and we’ll share key learnings and pose crucial questions from this workshop to improve your organization’s ability to acquire new customers and retain (and delight) current clients.

Are Your Goals Time Bound?

Whether the goal is to acquire 8,000 new customers or grow a subscription base by 15%, one thing is for certain: tangible dates attached to goals creates accountability and better ensures accomplishment of program objectives. Being intentional and time-bound in measuring the completion of a goal will help all parties remain committed to completing a goal in the time allotted.

Note: for time bound goals to create impact, it’s recommended to give teams a realistic runway. This amount of time is usually best measured in six month to 12-month increments. That isn’t to say micro goals or milestones aren’t helpful. These periodic “temperature checks” will help teams stay focused as they work to ultimately complete the larger time bound goal at hand.

If your organization doesn’t know where to start, we can help your team as we have done for client partners.

Does Your Organization Use The Three ‘F’s’ to Resolve Customer Objections?

Sigmund Freud used the analogy of an iceberg to compare the three levels of the mind, where the conscious mind serves as the tip of the iceberg. In fact, Google used an analogy strikingly similar to that of Freud. Instead, the visual representation was a dinosaur encased in a glacier of ice and how it relates to a customer’s true meaning (or objection) hidden deep beneath the surface.

During the Google Premier Partner training, our team was reminded of a helpful way to resolve a customer’s objection while handling it with empathy and confidence.

To invoke empathy, try this three-part method:

  • Feel – “I understand how you feel about [the objection] and why it is important.” Feel must appeal to the client or customer’s cognitive thoughts on the matter.
  • Felt – “Other customer’s have felt that [objection] could have been a problem.” Felt must appeal to the customer or client’s heart so you can properly put yourself in their shoes.
  • Found – “But what they have found is [x,y,z] solution.” Referring to a previous scenario where an objection was raised and how it was handled positions your organization as one that will craft a solution that works for that customer/client too.

The Three ‘F’s’ helps teams slow down and prevents objections from being addressed too quickly with a canned response that feels disingenuous. It also demonstrates that your team refuses to shy away from objections when faced with them. When handled with tact and care, this process can result in a more trusting, open partnership that ultimately creates greater loyalty and retention.

Questions About Google’s Customer Sustainability Workshop? Contact us

While being a Google Premier Partner offers the added benefit of collaborative educational workshops, we hope the learnings shared will help your organization better serve, acquire and sustain customer’s and clients. That said, a lot of insights were left out. Contact us if you’d like to learn more of what was covered during the training or if your organization needs additional help delighting new customers or retaining existing customers.

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