Jermaine Edwards

Husband | Father | Christian | Advisor | Investor | Customer Strategist | Speaker and founder of the Customer Advantage Builder System and the @iadvisorygroup

[Jermaine Edwards @jsaedwards]

We often weigh our success with our customers on the ones that like us best, rather than measures that demonstrate our effectiveness in caring for and delivering results to all customers. This is why we should believe signals (behaviours), Not just surveys (moment)

[Jermaine Edwards @jsaedwards]

Growth solves for retention and ratings
Why? It demonstrates you met the criteria of trust for investment
This doesn’t prove you’re good yet, or that the client will stay
But, A client who has committed to spending more with you is more likely to stay than someone who refuses

[Jermaine Edwards @jsaedwards]

4 questions every company should ask before implementing any customer support strategy

- What are we solving for the customer?
- How does this help them achieve it?
- How would we know/measure this?
- What does this create for us both? (tangible or intangible)

[Jermaine Edwards @jsaedwards]

Thanks for the post @minds_eminent

The case of AI driven customer support is definitely a reality.

I think companies should really be asking 4 questions...

[Eminent_minds @minds_eminent]

If everything's cheaper, you can spend the money you save on all the other parts of your life.

And if things that cost $1,000s before become dirt cheap...

The amount you need to work could fall drastically.

Let's take any context where we rely on another human:

[Jermaine Edwards @jsaedwards]

How customers define value matters more than what you believe is valuable

[georgebronten @georgebronten]

Podcast - Value-Driven Solutions with @jsaedwards https://t.co/HQuL5TEmkI #salestraining #salesmanagement #salesleadership

[Jermaine Edwards @jsaedwards]

In any client meeting. You won't be judged on how much information you share but on how relevant it was to the customer. This is the ultimate judge on how well you led the meeting. Your customers wants a VALUE PAYOFF.

[Jermaine Edwards @jsaedwards]

Spending more time on the next best customer practice in your business is a distraction to understanding the real issue. How well do we know our customers?

[Jermaine Edwards @jsaedwards]

The most important measures aren't the ones you set for your customers. They are the ones you don't know the customer has of you. Know your customer expectations.

[Jermaine Edwards @jsaedwards]

Spending more time on the next best customer practice in your business is a distraction to understanding the real issue. How well do we know our customers? #CustomerExperience #CustomerSatisfaction

[Jermaine Edwards @jsaedwards]

Here's what I've noticed more and more today. Those who sincerely ask for advice and act on it rarely complain. Those that don't almost always complain.

[Jermaine Edwards @jsaedwards]

If your customer survey and behavior don't match. Believe the behavior over everything else

[Jermaine Edwards @jsaedwards]

Here's the story and principle. Anticipate what your client might need before they arrive. At church on Christmas with a restless child among other parents with similar issues. Out pops a snow globe, then cookies and hot chocolate. Child happy, dad 😊

[Jermaine Edwards @jsaedwards]

Imagine being in a room celebrating your achievement with your customers. What have you achieved? what does your business/team look like? That's what you should be pursuing

[Jermaine Edwards @jsaedwards]

If you think your customer is right about what to do most of the time it means you’re quickly becoming less valuable.

[Jermaine Edwards @jsaedwards]

clients in general will buy more from those companies who help them build the solutions they want rather than present them with one.

[Jermaine Edwards @jsaedwards]

Every business can bring unexpected value to their customers. What is the unexpected value that your customers get as a result of having a relationship with you?

[Jermaine Edwards @jsaedwards]

Do you give as much energy to the vision of who you can become with your customers as you do to the fears of what happens if they leave?

[Jermaine Edwards @jsaedwards]

Don't build it and wait for your customers to buy. Build it with them so your customers can buy

[Jermaine Edwards @jsaedwards]

Are your customers buying what they think you can do or the full scope of what you can really offer? That's what separates your ability to double your growth in 2024 even before you add another customer.