Tag Archives: business sales

Your Business Behavior Affects Your Consumer’s Behavior

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stick_figure_holding_membership_card_1600_clr_3914The most important piece of knowledge any business must have is what the behavior of their consumer is as they relate and interact with your business and brand.

What do consumers do when they have a positive experience with your business?

Do they care? Will they come back? Do they tell anyone?

How about when they have a negative experience? What happens then?

Recently Accent conducted a survey to find out what consumers do when they interact with brands before and after a purchase.

Want To Be Seen as Credible, Competent, and Admired? Don’t Conform!

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leader_of_the_pack_pc_1600_clr_1593A recent study has demonstrated that intentionally going against the grain can gain you competence, respect, and even credibility from others.  The study published in the Journal of Consumer Research examined how what people wear does affects others perceptions in a positive way¹.

What did they find?  When people dress in a way that goes against the convention they are seen as more competent and seen as having a hire status than those people who conformed and dressed like everyone else.

Let me give you an example:  You know how you are invited to a party and they say it’s “Black Tie”…the fact is if you intentionally show up in jeans and jacket you more likely to be viewed as successful and competent.  Why?

1.  People who do not conform are seen as truly “FREE”…they have autonomy.

2.  People have a desire to be unique and admire that in others , and therefore are perceived as someone confident and of higher social status.

*Let’s face it…it’s easy to conform…everybody else does…right?*

Shhh…Are You Friends with a Gossiper? Don’t Tell Them This…But…They are Your Best Source for Word of Mouth Marketing.

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rumor_mill_1600_clr_9751Do you have people within your social media platforms who like to gossip?  Sure.  We all do.  Did you know that those gossipers may be just the people you want to develop the strongest relationships with in order to give your business buzz?

What is a gossiper?  It has been defined as “an instrumental transaction in which A and B trade small talk about C for something in return²’’(p. 158)

The point is they are talking for a reason, whether it is power, control, prestige, fame, leverage, or just simply trying to find a way to boost their safe esteem.  The fact is gossipers like to talk.  This enjoyment of talking can, like most thing be used for good or evil.  If you as a business owner do the create the right time of relationship with a gossiper, that gossiper can be your most effective agent for “electronic word of mouth{ (eWOM) for your business.

Recent research from the Journal of Cyberpsychology, Behavior, and Social Networking investigated the question “Do Online Gossipers Promote Brands?¹” What they found gave us insights into the psychology of the gossiper.

Here are some of their conclusions regarding the psychology of Gossipers:

Turning Clients Into Ambassadors for Your Business

introduce_the_figure_800_clr_10905Do you want “Ambassadors” for your business?  You should, they are the most effective free advertising that you can have for your business.  They refer you, bring people to you, and they want to make sure you are successful.  Recently the Journal of Consumer Research pre-released a piece of empirical research for the February issue that identifies the factors that create ambassadors.

The article entitled Place Attachment in Commercial Settings: A Gift Economy Perspective.  The research specifically looked at what factors contribute to clients attachment to a particular business and further looked at are the resultant behaviors of clients who become your ambassadors.

Factors that can turn clients into Ambassadors

sitting_in_chair_relaxing_800_clr_60281.  Familiarity.  This is more than just being acquainted with your place of business.  This is

Pay to Post…The Rules Have Changed For Facebook Business Pages

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Well it’s officially over.  The days of that FREE Facebook business page that you created is no longer FREE. Well, let’s put it this way it’s no longer free if you want everyone to see your posts.  Have you noticed recently you are not getting the responses to your posts that you used to?  There is a reason for it. Facebook in their great wisdom has decided that if you have a page with over 400 “Likes” and you post something interesting, or you want your “Likers” to see, only about 15% of those people will see it on their Newsfeed.  If you want everyone to see it, you will have to pay for it.  The costs start at around $5 per post, and then go up depending on how long you run it, who you target, and the number of people, etc.  The Bottomline…you are going to pay if you want your post to be seen.

What does this mean for you and your business page?

Selling in an Emotional Earthquake.

Emotions in BusinessThis economy has changed a number of consumer behaviors.  The problem I have noticed is that salespeople are not paying attention to the behavior change.  True, they are aware of the economy, however, they are still over trusting their sales process and have yet to make an adjustment to the new buyer. It is not that the new buyer is so new.  It is actually the same buyer, they have just changed their behavior so dramatically that they no longer look the same.  What are these behaviors you may ask?  Let’s review just a few of them.

1. Increased Emotional Intensity

We have always known that the buyer is emotional.  Every purchase regardless of the product or service has some emotion attached to it.  All that is still true, however, the intensity of these emotions are significantly higher.  Today’s buyer buys because they are really emotionally attached to the product or service, or they do not buy because they really hate the product or service.  They idea of “feeling” neutral has eroded.  I have looked at customer service surveys and it is the extreme ends that are being selected the middle ground is gone.

2. Increased Excuses and  Lack of Commitment

We have all heard of “Buyers’ Remorse”.  We are now moved into “shoppers remorse”.  The remorse is starting before the purchase is complete or the contract is signed.  More frequently before the contract can be executed a buyer will “run” away and avoid the commitment.  The excuses buyers use to escape their commitment are many.  It usually is a result of the very first point made.  The increase in emotional intensity is so overwhelming in order to reduce the intensity or “escape” it.  The buyer finds a way out.  As the buyer continues to do this over and over again it only reinforces and increases the future behavior of “escape”.  Behavioral psychologists call this “negative reinforcement”.

3.  Increase in Unethical Buyer Behavior

Money is not evil.  However, it is written that the “love” of money is the root of all evil.  Money has become more “precious” to people because people have less of it to spend, the future of getting more of it or keeping it is in doubt, and to part with it, even if it is a good investment is overwhelmingly frightening.  This has resulted in behaviors that are bizarre and unethical.  For example, a real estate agent recently shared a story that a seller’s husband had died, the buyer wanted out of the contract, the last day of due diligence was on the day of the seller’s husbands funeral, the buyer wanted to escape the contract and insisted that this real estate agent bring the decline of contract to the wife on the day of the husband’s funeral, and wanted their earnest money returned!  ON THE DAY OF THE HUSBAND’s FUNERAL!  I wish I was making this up, but I am not it is a true story, and these stories are happening with regular occurrence. I know this is a wow, but if you are in the sales business you probably could share with me your own story (and please share them because I and others would love to hear them).  So what do you do?  Here a few tips that may help you with the “new buyer”.

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