Smooth The Path

Member Informed Strategy, Innovation & Marketing

  • Home
  • Speaking
    • Presentations
    • Upcoming Events
    • Happy Event Organizers
    • Happy Participants
  • Resources
    • Virtual Networking Incubator Roundup
    • Associations of the Future
    • New Member Engagement Study
    • Association Industry Innovation Research Study
    • New Strategies for Member Onboarding, Engagement, and Retention E-book
  • Blog
  • About
  • Contact

February 3, 2014 By Amanda Kaiser

A Grumpy Hello

oldsalesvsnewsales60% of the purchase is made before a potential buyer asks to speak with someone from the organization.* Something amazing is happening here. At this stage the potential buyer has a need and thinks the organization might have the solution. Now add this fact, people can make accurate judgements in a fraction of a second and those first impressions stick says research.

Given these two data points does it surprise you when you call an organization and the person answering the phone sounds grumpy, rushed, distracted, checked out, aloof or bored? When the first impression is so critical to the health of the organization the very best person for that job should be answering the phone.

* From an HBR article: “a recent Corporate Executive Board study of more than 1,400 B2B customers found that those customers completed, on average, nearly 60% of a typical purchasing decision—researching solutions, ranking options, setting requirements, benchmarking pricing, and so on—before even having a conversation with a supplier.

Filed Under: Member Experience Tagged With: bad initial impressions, creating member experience, first impressions, member experience, purchase decision

Follow

  • Facebook
  • LinkedIn
  • Twitter
  • YouTube

Sign up for member insights & association inspiration.

Work With Me

Recent Posts

Association Strategy
Association Marketing
Association Innovation
Association Leadership
Association Value
Member Experience

Member Engagement
Member Research
Member Insights
Conference
Membership

Member Research

Blog

About

Happy Clients

Speaking

Popular Presentations

Contact Us

More Resources

Copyright © 2022 Amanda Kaiser