Rev. Tope Popoola (topepopoola.com.ng) as a guest of Dr. Manousso (manousso.us) and Natalia and Mac (OlowskaPierre.com) explains the secrets of the customer relationship management for mediators. In his latest book (Customer Relationship Management, Rules of Engagement) Rev. Popoola shares concepts checked out in practice in his own life as a customer and coach, to shift the perspective of any business to the proper core of it, which is not making money but serving the customer. His thoughts shared in this video make us aware that it is the customer who pays our salaries and that pay comes as a reward for the value we give. And since we serve our customers in every business, also as mediators and attorneys, we need to satisfy our customers' needs in the most fulfilling manner, and especially focusing on their emotions. He expands on the concept of the brand and how visual identification gives us the first distinction, which in terms of value is a promise of what they can get. Yet then come the next steps - expectation based on the brand and the first contact and then the real experience - which ultimately leads to perception - which becomes the reality of being served by the business. An crucial part in this entire process plays good communication - which in fact is the ability to connect with the customer and in other words is all about how we make our customers feel. We need to remember, that every customer decision is based on their emotions, and if these emotions are positive and if we avoid being perceived as just selling something to the customer - we should be successful and our pay should be in place without discussion. Being aware of these steps is a key to taking care of the customers the way which creates a value - and the value gives the reward - which is the ultimate step of the customer relationship management and the economical purpose of the existence of the business.
