Five Factors That Determine Customer Loyalty

When someone asked me a few days ago whether Customer Loyalty still applies in a recession my first instinct was to check his temperature to ensure he wasn't spouting rubbish as a result of some unknown illness.

After-all, the first thing we do during a recession is cut costs. How we do it is irrelevant; even if it means giving up our favourite brands for cheaper options. Right??

But then again I still cut my hair at the same barber shop; still prefer the services of certain vendors, even though their prices are higher than others.

So what determines my decisions? What determines whether or not I'm loyal to a particular product or service?

What determines customer loyalty?

Emotional / Brand Masterclass

Have you, family, friends & colleagues registered for The Emotional Brand Master Class? 
It's on February 27, 2016 at 10am at the Lekki Coliseum

The program will address 6 critical areas 

(1) How to Use Your Emotions instead of being used them, 

(2) Understanding the Power of Emotional Branding, 

(3) Women and their Emotions – A Liability or An Asset  

(4) Deadly Emotions: what are they and how to overcome them. 

5) Understanding the Relationship between money and your emotions - "If you can't manage your emotions you can't manage your money"- Warren Buffet

6) How your Emotions can destroy your reputation, brand and good name 

The W.H.O says that "Depression (An EMOTION) will be the world's No2 & No 1 killer and source of disability by 2020 and 2030 Respectively"

"High blood pressure, cardiovascular Disease, chronic pains, high cholesterol, sleep disorder etc are some direct effects of DEADLY EMOTIONS"

Our esteemed speakers are;
Dakore Akande(Actress), 
Osayi Alile, (Former Wimbiz Chair), 
Charles O’Tudor, (Brand Manager)  
Lanre Olusola, (Life Coach). 

Comedy & Music (SURPRISE)

The Event facilitator is Steve Harris, (Life Design & Business Strategist)

EXTRAS;

1) A Q&A Session where any personal question will be tackled by the speakers 

2) 2-3 hour session of hands on life coaching and therapy 

ALL THESE FOR N15,000 ONLY ???

For more information, contact us by calling 08077077000 or visit our website for more information http://www.the-ultimatewoman.comNOW

An Open Letter To My President

Your Excellency, first of all I want to let you know that on more than a few occasions during the past few months a reminder of the fact that you lost four presidential elections before finally securing the public's mandate to govern Africa's largest, albeit docile economy has been a great inspiration and encouragement to me. Your tremendous achievement reminds me that divine destiny doesn't necessarily mean an easy journey.

A few days ago I came across an article in the Economist - The Secrets of their (Nordic Countries) Success.

The article focussed on two main areas - 1. Welfare, and 2. Pragmatism

It was no surprise to me that a nation with a good welfare system as its' foundation is more likely than not to be a prosperous and successful one.

Why?

Because a government governs best with its' people in tow and in support; and a nation prospers most when its' people and its' government are in unison in Ideology, Desire, and Implementation.

If I were to score the performance of your government so far I would give it 25% - a score based entirely on your desire to build a new nation in which the less privileged are well catered for. I passionately agree with this desire, but unfortunately I'm not able to support your policies because as yet there don't seem to be any.

Has your cabinet actually studied the principles of a welfare state? More importantly are the members of your cabinet fully in support of a welfare state? The unfortunate demise of your first budget suggests there are many within your cabinet that couldn't care less about the less privileged.

Furthermore does the public you serve understand your vision? And the policies / strategies you intend to utilise in achieving it? Surely the support of your cabinet and the people that voted you in is key to your success?!

There's something that political leaders of developed nations have learned to do with such aplomb; and that is winning the support and backing of the public in order to enforce the support of your cabinet. Power is addictive. Once ministers recognise that failing to toe the line can lead to an angry response from the electorate, and thereby a loss of their seat in the cabinet, they tend to behave themselves.

But unfortunately we the public have absolutely no idea what your vision is and even less an idea of your policies. After nine months in office, not once have you addressed the nation -the very people that voted you in - to explain your socio economic policies. A nation is built on the attitude of its people. The attitude of the people is often determined by the Ideology, Policies, and Attitude of the government. The two are intertwined; hence the saying 'you get the government you deserve'.

We have no idea what you desire and how you want to achieve it. All we know is that you dislike corruption. We also dislike corruption; but surely there comes a time when anti-corruption news for breakfast, lunch, and dinner is no longer enough for our well-being??!!

At some point we need to start believing in something else as well - such as a well structured economic policy. What really concerns me is that the statement many have been making for several months, but which I refused to accept is now starting to ring a little too true for comfort; and that is the grim possibility that your government doesn't actually have an economic blueprint. Please please tell me these statements are gravely misguided.

The longer your administration remains silent on the direction we're heading, the less we believe you know what you're doing.


Another prominent feature of successful nations is the ability of their governments to be practical.
Surely it's time to be practical regarding the exchange rate?!! I'm as passionate about self sufficiency as anyone can be, but I also recognise that we cannot be an island. Allowing foreign investments to dry up completely (which is what leaving things as they are will inevitably lead to) is tantamount to economic suicide!

And if you refuse to be practical then at least explain to us why you insist on not devaluing the exchange rate. Is there a cunning plan that will somehow make everything better? Or is this a case of sit tight and hope for the best?

History tells us that no matter how long you sit tight for, you will eventually have to agree to officially devalue the naira. By the end of March the naira to dollar exchange rate will most likely have reached NGN500 to US1, if not more!

I do wonder whether we the electorate are presently behaving like the Israelites did in the wilderness after God delivered them from captivity in Egypt. They grumbled on a daily basis; wondering whether it would have been better to remain in Egypt where they at least had a routine and knew when they would eat. However their situation was fairly different. They knew they were being taken to the promised land.

Does the average Nigerian know where you're taking him / her?

Mr. President, the nation's economy is in a critical state. Corporations are laying people off by the second, small businesses are barely existing, most people are struggling to make ends meet, and to make matters worse nobody has any idea where we're going.

We put our trust in you by voting for you.

It's time for you to return that trust by telling us where we're going, and how you intend to get us there. Kindly reciprocate  the trust we put in you by respectfully explaining your plan for the next three years to us - in person, and not through your media spokesman.

We deserve that much.

How To Gain Competitive Advantage

When I asked a cross section of business leaders and corporate directors what they want most from their sales staff almost all of them included Initiative and Creativity in their list of desires.


Initiative

Initiative in Sales means sensing an opportunity and seizing it before it goes from hot to cold. In other words doing something without waiting to be told. So long as you're not doing anything illegal, unethical, or against your company's principles or regulations, always be ready and willing do whatever it takes to get the best result for both your client and your company.


Creativity

A friend of mine who is the Group Executive Director of one of the leading Financial Services companies in Nigeria told me a few weeks ago that their company designed a two day retreat entirely on playing games that would lead to their sales staff being more creative.

Creativity is recognising what prospects / clients desire and need, and identifying novel and different ways of helping them attain it. In an economic terrain that is undergoing acute financial constraints, an ability to be creative is key.

The Trials of A Mohican In Nigeria

I often ask myself why I insist on keeping my mohican hairstyle; and no matter how many times the question pops up the answers are always the same.

1. I like this hairstyle

And

2. Doing my bit to help people to stop judging things on appearance alone.

Whilst discussing the endemic moral decay that has decimated authentic relationships and society in general a few days ago a friend of mine stated "the prettier the girl the more likely she's immoral."
Whilst I wouldn't quite go so far I can understand where he's coming from. Looks can indeed be very very deceiving. And there lies my point. If there's one major area of weakness we Nigerians possess it is our unfortunate penchant for judging everything and everyone by appearance.

Just as a great suit and tie doesn't guarantee anything resembling substance or intelligence on the inside, so too a slightly eccentric or non conventional appearance  doesn't mean the individual in front of you is any less serious or intelligent than you are.

But this isn't such a serious a piece as the first few paragraphs suggest. Rather I want to have a little giggle about the trials one goes through as a result of wearing a mohican.

Here are a few of my interesting experiences.


After meeting with the COO of a prospective partner a few weeks ago, I asked to see the CEO, who is not only a great friend but also like an older sister to me. As soon as she saw me she said
"Segun please cut this hair. You look like one of those hari krishna people. You won't get those billion dollar deals with this kind of hairstyle-o."

I must confess that because I look up to her, those comments shook me to my bones. In-fact I'm pretty sure I staggered precariously out of their office as against walking off in my usual swagger. So much did her comments affect me that I determinedly figured out a way to make it look flatter when needs be.


And there is a man I admire as an achiever, respect as a great man, and look up to as a father-like figure. As I cheerfully bowed to greet him many months ago at his son's birthday barbecue he blurted out, "Ahh, Akande, you too have done this thing?! But don't worry, there's another young man that had the same hairstyle. I told him to come and see me, and then I prayed for him. He soon cut it off. You'll be okay. Just come and see me when you have the time."

How else can one react to such a highly esteemed father figure but laugh along respectfully and vaguely convey that you'll attend for the necessary prayers?!

Whilst chatting outside church after a midweek service a few weeks ago the eleven year-old grandson of one of my late father's friends walked up to me and gave me a big hug. After the hug he looked at my hair and said, " Uncle I love your hair. I used to have the same style when I was young."

Chai!!!

4. But the piece de resistance must go to the senior vicar that led the service of my aunt's 75th birthday at the Anglican Church of Resurrection in 1004.

It was during my church's (Victory Sanctuary) fasting period; so when the senior vicar asked us to come for communion I happily obliged - choosing to break my fast a little earlier that day. Ever the gentleman I kept allowing others to go before me, until I found myself being the only person kneeling on the pew with hands outstretched, waiting eagerly if not a touch nervously to be served. As the vicar approached me I noticed his eyes were fixed squarely on one thing alone - the top of my head. He hesitated, then looked to the colleague on his right for assurance that this strange looking fellow kneeling before them was indeed waiting for communion and not somehow lost in transit on his way to a rave in Upminister. His colleague nodded as if to say, 'well, what's the worst that could happen?!' The senior vicar then gingerly took a couple of steps towards me and asked in bellowed voice, "are you here for communion?"

"Yes sir," I replied, now feeling a tad uncomfortable by the burning hole being etched into my back by the eagerly awaiting gazes of every pair of eyes in the congregation. Fortunately for me there were no more questions from the vicar. He proceeded to serve me without further ado.

After the service my cousin walked up to me and said, in total hysterics I might add, "Segs, for a moment there I thought he wouldn't serve you because of your hair. It was close-o."

But you know what?! There are also some very encouraging reactions. Such as the old lady that walked up to me a few weeks ago and said, "I really like your hairstyle. Makes you stand out. What do you do?"

"I'm a Sales Coach and an author," I replied.

She then smiled and looked me up and down again before saying, "I love it. Never be scared of looking different. Always be yourself."

And you know what?! For every twenty negative reactions or statements I may get, all I need to do is remember what that old lady said to remind me of the very reason I wear a mohican.

I love this hairstyle!  And I hope my courage (or foolishness - call it what you will) to wear it encourages more people to just be themselves.

Emotional Brand Master Class

One of the most important components of selling successfully is 'emotional balance'. I've brushed on this topic a few times in the past but never really elaborated too much on the matter.

Our emotions determine so much about what we can or can't accomplish, how we behave, how people perceive us, and even how we respond / react to how they perceive us.

One of the things I used to find so difficult in the past is being able to perform at an optimal level in the workplace if/when I'm experiencing challenges in my personal life.

Shane Warne, the greatest spinner to have ever played the game of cricket, once put it this way;

"Being in the zone is being able to focus and perform well, even when everything around you is chaos."

Preparing To Meet A New Sales Prospect

A thorough preparation is essential when meeting with a prospect for the first time. Failing to do so often results in missed opportunities.

In order to be prepared for all eventualities, thereby enabling you to be creative and seize opportunities more frequently and more effectively, there are three important questions you should ask yourself.


1. What do you know about the person you're meeting with?
- character
- what drives him / her

Can Nigeria Ever Be Corruption Free?

First he verbally assaulted the National Assembly for excessive and insensitive spending at a time in which 99% of the nation is in financial turmoil. Then he had a go at the nation's governors for parading themselves like demi-gods - blinded by the inevitable arrogance and pride that circles political power in Africa.

My former Mr. President, you were spot-on on both accounts. But in truth I'm a little suspicious of your statements. After-all wasn't the legislature even more insensitive to the plight of the prols during your government's tenure???
And isn't it your 1999 constitution that continues to enable the nation's governors to do whatever they want in the knowledge that so long as they stay in Nigeria absolutely nothing will happen to them??? Indeed if we want transparent, fair, and proper prosecution we're better served to somehow lure the guilty assailants to the UK or the US! Just ask James Ibori. Then ask Daizani in about 13 months.

How To Be A Great Salesperson During A Recession

How do you meet your Sales Targets in an economy wherein most clients and prospects are determined to hold on to their hard earned cash as against spending it or putting it into what they believe are uncertain investments / products / services?

The temptation is to focus only on 'Self' - sell sell sell.

After-all so long as you meet your targets that's all that matters, right?!

No

What Are You Passionate About?

At the start of every year most people make their New Year's Resolutions. And by the second or third month of the year those resolutions are invariably broken and consigned to the 'not sustainable column.'

There's a very simple reason why most people fail to sustain their new year's resolutions.

They're not passionate about them.

Rather, most resolutions are made as a result of what other people are doing or saying.

Powerful Sales Quotes

No matter how unpleasant the financial terrain ‎is; no matter whether you're running your own business or selling for someone else, there are some key characteristics of sales that will always remain the same.


1. "If you are not taking care of your customer, your competitor will."

Bob Hooey


2. "Prospecting - Find the man with the problem."

Ben Friedman


3.‎ "Most of the important things in the world have been accomplished by people who have kept trying when there seemed to be no hope at all. "

Dale Carnegie


4. "Pretend that every single person you meet has a sign around his or her neck that says, 'Make me feel important. ' Not only will you succeed in sales you will succeed in life."

Mary Kay Ash