11 ideas to turn a plant visit into the highlight of an Industrial Customer Experience
Posted: Mon Dec 09, 2024 4:24 am
One of the most specific and impactful aspects of Industrial Customer Experience is the visit to the Plant of a Potential/Active Client, a Candidate, a Supplier or a Prescriber. I share with you 11 ideas, which in my opinion are key, to turn a visit to your plant into the highlight of an Industrial Customer Experience .
In my professional experience, I have always considered it a luxury to have an active or potential client for two days just for you and not take advantage of it. The ideal time and space to emotionally impact them with: closeness, security, inspiration, development, etc., thus reaffirming the Industrial Brand, is called the Industrial Plant Visit Experience.
Despite this, I have always felt that it was paraguay phone number library not used enough, as it focused excessively on teaching machinery and products in an often improvised way.
Helping to turn the plant visit into the key point of the Industrial Customer Experience is one of my favorite points when it comes to implementing the Industrial Customer Experience projects and strategies in which I specialize, working in industrial sectors such as Automotive, Aluminum, etc.
Getting this important touchpoint or point of contact for a potential client to have an effect on customer acquisition or loyalty will depend on the organization's ability to personalize the entire visit to that value that the visitor wants to take back with them.
This will not only depend on the size of the warehouse, the production technology and the stocks, but also on the message, the people, the values, the emotional capacity of the people and how the value proposition is presented.
I am going to share with you my 11 fundamental ideas or reflections so that the visitor feels that the time invested in the Plant Visit is part of an Industrial Customer Experience and not something isolated or one-off.
And no, I'm not going to talk to you about Order and Cleanliness because you already know that.
Contents hide
1. Differentiate between Visitor typologies and understand the Value the visitor is looking for.
2. Connect the Plant Visit within the Customer Experience that you want the Industrial Customer to feel.
3. Adapt the Message and the Sender.
4. Don't teach products, teach applied value.
5. People must be protagonists.
6. Take advantage of the opportunity to learn and ask questions.
7. Share your Vision.
8. Refer and be faithful to your website.
9. Surprise.
10. Your Supply Chain talks about you.
11. Show Evidence and Flexibility
12. Conclusion
Differentiate between Visitor types and understand the Value the visitor is looking for.
Without a doubt, a good industrial plant around a great industrial culture with a clear vision is an asset in terms of industrial customer strategy. But industrial companies do not live only from their active and potential customers, they also need good employees, investors, suppliers, prescribers, etc.
The visit to an industrial plant has different visitors with different interests, so we must understand what each one hopes to obtain.
For example: a potential Industrial client is likely to be considering and want to FEEL that they can trust their decision to go with the company that is showing them the plant.
The Active Customer is likely to want to take away value. For example, a training course, sales pitches, stocks, showing the plant to their customers or even to their sales team. They will want to feel part of “that brand” and take even more advantage of your value proposition as a Distributor or Manufacturer. At the same time, they will want to feel important on an emotional level, without a doubt.
A potential candidate will want to understand what the relationships are like within the company, the working conditions, the possibilities for internal promotion, the safety conditions and above all the atmosphere.
A prescriber will look for sales arguments, understand the way of doing things in terms of Sustainability, for example, and above all look for synergies between their brand and the manufacturer's brand.
Finally, a supplier will want to feel confident in the way their client acts in order to reinforce or reduce their bet.
Will it be enough to give everyone the same 'standard' ride between machines? Definitely not.
In my experience when helping to convert the plant visit into an Industrial Customer Experience, I see little prior preparation and therefore it is almost impossible to personalize the visit.
In my professional experience, I have always considered it a luxury to have an active or potential client for two days just for you and not take advantage of it. The ideal time and space to emotionally impact them with: closeness, security, inspiration, development, etc., thus reaffirming the Industrial Brand, is called the Industrial Plant Visit Experience.
Despite this, I have always felt that it was paraguay phone number library not used enough, as it focused excessively on teaching machinery and products in an often improvised way.
Helping to turn the plant visit into the key point of the Industrial Customer Experience is one of my favorite points when it comes to implementing the Industrial Customer Experience projects and strategies in which I specialize, working in industrial sectors such as Automotive, Aluminum, etc.
Getting this important touchpoint or point of contact for a potential client to have an effect on customer acquisition or loyalty will depend on the organization's ability to personalize the entire visit to that value that the visitor wants to take back with them.
This will not only depend on the size of the warehouse, the production technology and the stocks, but also on the message, the people, the values, the emotional capacity of the people and how the value proposition is presented.
I am going to share with you my 11 fundamental ideas or reflections so that the visitor feels that the time invested in the Plant Visit is part of an Industrial Customer Experience and not something isolated or one-off.
And no, I'm not going to talk to you about Order and Cleanliness because you already know that.
Contents hide
1. Differentiate between Visitor typologies and understand the Value the visitor is looking for.
2. Connect the Plant Visit within the Customer Experience that you want the Industrial Customer to feel.
3. Adapt the Message and the Sender.
4. Don't teach products, teach applied value.
5. People must be protagonists.
6. Take advantage of the opportunity to learn and ask questions.
7. Share your Vision.
8. Refer and be faithful to your website.
9. Surprise.
10. Your Supply Chain talks about you.
11. Show Evidence and Flexibility
12. Conclusion
Differentiate between Visitor types and understand the Value the visitor is looking for.
Without a doubt, a good industrial plant around a great industrial culture with a clear vision is an asset in terms of industrial customer strategy. But industrial companies do not live only from their active and potential customers, they also need good employees, investors, suppliers, prescribers, etc.
The visit to an industrial plant has different visitors with different interests, so we must understand what each one hopes to obtain.
For example: a potential Industrial client is likely to be considering and want to FEEL that they can trust their decision to go with the company that is showing them the plant.
The Active Customer is likely to want to take away value. For example, a training course, sales pitches, stocks, showing the plant to their customers or even to their sales team. They will want to feel part of “that brand” and take even more advantage of your value proposition as a Distributor or Manufacturer. At the same time, they will want to feel important on an emotional level, without a doubt.
A potential candidate will want to understand what the relationships are like within the company, the working conditions, the possibilities for internal promotion, the safety conditions and above all the atmosphere.
A prescriber will look for sales arguments, understand the way of doing things in terms of Sustainability, for example, and above all look for synergies between their brand and the manufacturer's brand.
Finally, a supplier will want to feel confident in the way their client acts in order to reinforce or reduce their bet.
Will it be enough to give everyone the same 'standard' ride between machines? Definitely not.
In my experience when helping to convert the plant visit into an Industrial Customer Experience, I see little prior preparation and therefore it is almost impossible to personalize the visit.