Webinar Recap: Your Customers' Perception is Your Brand's Reality

In this webinar, we interviewed Tess Bernardi, Director of Sales at pulseM. Tess has 10+ years of experience in sales, so we asked her to share the best advice she's ever received.  Here's the recap and recording.

The 5 takeaways 

1. Your customer’s perception of your brand defines its reality—meet them where they are.
2. Consistent, clear communication builds trust and drives repeat business.
3. Positive online reviews are essential for home service business growth.
4. Automating customer interactions ensures better service with less manual effort.
5. Personalizing customer experiences helps foster long-term relationships and referrals.

10 Years in Sales: Best Advice I Ever Received 

Introduction

• Emily welcomes the attendees and introduces the topic, "Ten Years in Sales: Best Advice I Ever Received."
• Icebreaker about whether a hot dog is a sandwich to engage the audience.
• Introduction of the guest speaker, Tess Bernardi, Director of Sales at pulseM.

Hatch and pulseM

• Emily introduces Hatch, explaining its role as a messaging platform to enhance conversation conversion, customer satisfaction, and efficiency using AI.
• Hatch's focus is on driving response rates, retention, ROI, and revenue.
• Tess introduces pulseM, explaining it as an online reputation management software that integrates with field service management systems.
• The shared focus of both companies: simplifying processes and enhancing customer communication.

Best sales advice received

• Tess shares her key advice: "Your customer's perception of your brand is your brand’s reality."
• Importance of putting yourself in the customer’s shoes to understand their needs and challenges.
• Learning this through experience across industries, including Anheuser-Busch.
• The relevance of customer perception to any industry and its influence on success.

Importance of online reputation and customer trust

• Customers now rely heavily on online reviews, making reputation management critical for home service businesses.
• Tess shares a real-life example of her sister using Google reviews to find a carpet cleaner, highlighting the importance of recent and positive reviews.
• The value of building trust with personalized experiences like sending a technician’s photo and bio before an appointment.
• The significance of providing consistent and reliable information to foster trust and enhance the customer experience.

Automating customer communication and growth

• pulseM automates review requests and feedback, leading to consistent positive reviews.
• Tess shares how automated systems create opportunities for continuous growth without additional work for the team.
• Examples of how these positive experiences lead to online reviews, improving SEO and organic search results.
• The role of positive word-of-mouth and online feedback in building a reputation that drives business growth.

Q&A

• Q1: Does pulseM integrate with CRMs or Hatch?
  A: pulseM integrates with over 20 CRMs and has an open API, working alongside Hatch in certain CRMs depending on the system.
• Encouragement for attendees to book a demo to learn more about the integrations.

Closing

• Emily thanks Tess for sharing her experience and insights.
• Encourages the audience to reach out for more personalized demos and discussions.
• Tess expresses gratitude for being part of the webinar and looks forward to continued collaboration.