Is the customer really in charge?

customerRobert Craven is soon to release a new version of his best-selling book “Customer is King” introduced by Sir Richard Branson. We have taken a fresh look at this book and put into practice Robert’s advice to help us and our clients.

Robert’s advice has made a big difference to our business as well as our clients’, so much so we have been blogging the results as we go.

What Robert says

The modern business’s secret, is that the customer runs the show. And the biggest secret today is that ‘the customer is in charge’. The other secret is that it’s harder to deliver good customer service than ever before, as customers are more demanding.

The reason that businesses were and still are so excited about the web is the belief that ‘the customer is in charge’ It would appear that the consumer, at a retail level or commercial level is taking charge. This is the power of the internet and its associated technologies.

Clearly, most customers do not feel ‘in charge’. You can use this to your advantage. Think how easy it can become to stand out from the rest when you really do put the customer in charge. Customers have been told that they should be in charge and yet they rarely, if ever, feel as though they are in charge. So see what happens if you put them in charge.

Applying this to Nett Sales

Nett Sales helps its clients get more customers. We work closely with our clients to create compelling campaigns using a blend of email and telephone work to ensure we pass our clients well qualified leads that they can turn into customers.

Robert’s advice has helped us to recognise that our customers like to be in charge and make their own decisions. This has prompted us to be very transparent with our messages and allow readers to click on the links that interest them.

For us the early stage of every campaign is very important. One of the steps that we have recently introduced is an outline schedule at the beginning of a campaign explaining how things are set up and will work. Once the campaign is up and running we arrange quarterly reviews and monthly telephone catch ups to meet customer expectations and keep everything on track. If you would like to learn more about how a typical schedule works, follow this link.

We have worked with each of our clients to recognise the features and the associated benefits for their products/ service which we have used in telephone follow-up calls. This has helped up pass more hot leads to our clients.

Are you looking to do something a bit different with your marketing? Want more sales and to engage more customers? Contact us on 01672 50 50 50 for a friendly chat and to discuss your requirements.


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  1. […] Robert Craven is soon to release a new version of his best-selling book “Customer is King” introduced by Sir Richard Branson. We have taken a fresh look at this book and put into practice Robert’s advice to help us and our clients.  […]

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