Give your customer what they need when they need it and how they want it ... right? Easy to do. Agree? I agree it's all about what the customer wants and needs but it's not always easy to figure it out unless you ASK. And even then, the solution may need always fulfill their need a 100% but it's important to make every effort to fulfill their need the best you can.
When it comes to merchandising materials, IBOs are our customers. When it comes to the Ribbon Gift & Incentive Program, we're constantly responding to IBO requests via email and blog comments and phone calls made to Customer Support. (Yes, CS does tell us what you say and we are grateful for your feedback and that they let Marketing, Sales, and Communication know what you're thinking, suggesting, and experiencing in the field.) We can't do everything suggested, but we listen. And yes, we do what we can to meet your needs. That's important.
Last week, I was in a planning meeting for the next Ribbon Retailer newsletter (subscribe online under Build & Manage your business) with marketers, writers, and the designer. During our discussion, we realized we were beginning to hear from IBOs who were selling Ribbon Gift Collections, but we hadn't heard much about the end-user experience. What does the recipient of a Gift Card and/or Album think and feel when they receive it as a gift or as an incentive? What's the reaction? What kind of comments are made? All of us in the meeting had received a card or an album and had our own thoughts to share.
Several of us had given cards and albums and could convey how recipients reacted to the Gift Collection. Seems that some of the faves to give among us are Wedding, Pamper, Ghirardelli(R), Guy Gear, Personal Accents(TM), and Unique. We know Variety is a big seller for many of you. We'd like to know why, rather than assume the reasons why.
Because we want to fulfill the brand promise of making someone happy--want the pleasure to be in the giving and the receiving--want the experience to be meaningful and memorable for the Card/Album recipient, we'd like to know more. Just as we want to learn more about your customers for Ribbon and discover what the recipients of Ribbon Cards/Albums think, you can benefit from knowing more, too. Follow up with customers, personal and business customers--what did they like? dislike? how can the program or service be improved in the future? would they recommend this program to friends and family? will they give another Ribbon in the future?
To know your customer and fufill their wants and needs, you need to ASK. We need to ASK you what you and your customers need and want. You should consider inquiring the same of your customers and prospects. It's easier to fulfill their needs if you ASK. After all, how can you provide a solution if you don't know what it needs to do or be?
Successful selling is about discovering your customers' needs and then finding a solution for them. Making their lives easier and better, whether it's by helping them find the perfect gift through Ribbon or Personal Accents ... or providing them options to achieve optimal health through Nutrilite(R).
At least, that's what I'm thinking.