slideshare is uw klant veranderd
TRANSCRIPT
![Page 1: Slideshare is uw klant veranderd](https://reader030.vdocuments.net/reader030/viewer/2022032617/55aaad311a28ab557a8b465d/html5/thumbnails/1.jpg)
is de klant veranderd ?
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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Klaas Meekma
• liefhebber van klanten
• ondernemer
• Interim manager, adviseur
• spreker
• www.alume.nl
• www.salesbase.eu
• www.klaasmeekma.nl
• twitter: KlaasMeekma
• http://www.linkedin.com/pub/klaas-
meekma/1/641/442
• www.xing.com/profile/Klaas_Meekma
• nl-nl.facebook.com/klaas.meekma
• freeskier
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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klanten zijn mensen
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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wat wil de klant ?
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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behoeften en wensen
• Kenmerk basisbehoeften:
- veranderen niet
- niet onderhandelbaar
• Wensen veranderen
• Omgeving verandert
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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geëxtrudeerde aluminium buizen en kokers
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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behoeften
• oplossingen
• meedenken
• flexibel opstellen
• klachten soepel oplossen
• tijd besparen
• sores uit handen nemen
• et cetera
en er kan altijd 5% van af
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beslissingsmodellen
• Awareness Interest Decision Action
• Ohhhh, COOL, hebben-hebben hebben
• Awareness Decision Action Justification
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
![Page 10: Slideshare is uw klant veranderd](https://reader030.vdocuments.net/reader030/viewer/2022032617/55aaad311a28ab557a8b465d/html5/thumbnails/10.jpg)
bewust - onbewust
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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beinvloeding
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
![Page 12: Slideshare is uw klant veranderd](https://reader030.vdocuments.net/reader030/viewer/2022032617/55aaad311a28ab557a8b465d/html5/thumbnails/12.jpg)
beinvloeding ( Robert Cialdini)
• Wederkerigheid
• Autoriteit
• Commitment en conssistentie
• Schaarste
• Sympathie
• Sociale bewijskracht
• Wederdienst na hulp
• Deskundigen wijzen de weg
• Handelen in overeenstemming
met eerdere keuzes
• Des te minder voorhanden des
te meer we het willen
• Hoe sympathieker hoe vaker
we ja zeggen
• Kijken naar anderen en
baseren ons gedrag daarop
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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3W
• Wat producten / diensten
• Waarde waardevoorstel (uitleg nut) “We willen onze klanten op doordachte wijze begeleiden in
het realiseren van…”
• Waarom vraag achter de vraag
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aandacht..
• 92% onvoldoende aandacht
• 86% gebrek aan initiatief
• 81% afspraken niet nakomen
• 77% ondeskundig behandeld
• 76% onvoldoende geholpen
• 68% oneerlijk behandeld gevoeld
• 17% onjuiste prijs / waarde verhouding
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wat overtuigt de klant ? (Jos Burgers)
ERVARING
Aanbeveling van klanten (ambassadeurs)
Buitenkant, (verkoop)verhalen door derden (kranten), PR
Verkoopverhalen op papier (mailings, brochures, advertenties)
Verkoopverhalen (verkopers, account managers, adviseurs)
+++
---
overtuigen - vertrouwen
HELPEN
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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wat wil de klant echt ?
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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zou u mij aanbevelen? (Fred Reichheld)
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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klanten echt helpen?
• A andacht
• B eleving
• C ompliment
alles wat je geeft krijg je terug
verplaats je in de klant
doe meer dan de klant verwacht en beloof iets
minder
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het spel verandert !!
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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klanten ABC anno nu
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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klant, leverancier, partner, collega, ….
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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…zij dus niet (meer) !
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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toekomst ?
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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uw toekomst !
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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verbaasd……?
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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…..logisch……
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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omgaan met klanten
• transparantie
• doe wat u belooft
• wees eerlijk
• benadeel de zaak niet
de klant (generatie X,Y,Z) is daar duidelijk in
vertrouwen is de sleutel
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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transparantie
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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... niet meer…
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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verkoopverhaal
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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aanbeveling..?!
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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mond tot mond
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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online media volwassen
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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overtuigend !!
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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uw ‘moderne’ klantencontactcentrum ?
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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… klant relatie beheer… ?
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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transparantie
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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uw omgang met klanten
• netwerken (ook sociaal)
• kraakheldere communicatie, eenduidig en eensluidend
• online en offline zijn even belangrijk
• openheid en eerlijkheid
• kennis en informatie overal en altijd
• klant neemt zelf de touwtjes in handen
de ZELF generatie (generatie Z)
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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is uw klant veranderd ?
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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…nadenken…
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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kijk vooruit
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma
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wat je geeft krijg je terug
twitter: @KlaasMeekma | www.alume.nl | [email protected] | www.slideshare.net/KlaasMeekma