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About Jeanne Hurlbert

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So far Jeanne Hurlbert has created 34 blog entries.
20 November 20, 2019
  • business architecture

Six Basics of Creating Concierge Customer Service

By |November 20, 2019|

With Concierge Customer Service, you can give your best customers the edge they’re looking for and improve your profits in the process. Concierge Customer Service (CCS) achieves that goal by giving your most profitable customers a level of service that not only makes their lives and jobs easier but also improves their efficiency.

That’s why CCS […]

6 November 6, 2019
  • employee

Internal Employee Surveys: Eliciting Input from Your Team

By |November 6, 2019|

Ensuring customer satisfaction can depend on ensuring employee satisfaction. That is why your Concierge Customer Service journey should also include internal employee surveys. One of the key reasons for conducting an online survey, rather than speaking directly to someone, is to avoid “social desirability response,” (when individuals alter their survey responses when in the presence […]

22 October 22, 2019
  • user satisfaction survey

Getting Responses To Your Surveys

By |October 22, 2019|

As we’ve covered in the past, the best way to learn about your customers’ wants is through the use of surveys. They won’t work, however, if you aren’t getting responses to your surveys. How do you ensure that you get a sufficient number of responses to your surveys in order to have good data to […]

8 October 8, 2019
  • keyboard question mark

Learning & Giving Your Customers the Service They Want

By |October 8, 2019|

It sounds simple. Learn your customers’ needs, and start giving your customers the service they want. How does it work in practice, though?

Although the core principles of Concierge Customer Service and customer-centric innovation do apply to all businesses, becoming customer-centric means, by definition, that you must adapt the Concierge Customer Service system to your customers. […]

3 October 3, 2019
  • business sales team

Sales Specialization and Division of Labor

By |October 3, 2019|

In the companies with whom we work, the shift to the Concierge Customer Service system goes hand-in-hand with increased specialization of sales. Bureaucracy often has negative connotations, but two of the hallmarks of bureaucratic organization—two of the characteristics that make bureaucracies efficient—are specialization and division of labor.

But in most wholesale distribution companies, the sales role […]

27 September 27, 2019
  • finance data

The Financial Foundation of Concierge Customer Service

By |September 27, 2019|

Because Concierge Customer Service is so extensive, it is an investment. That’s why funding this service requires that you offer it only to the customers who generate the most profit for your business. In the wholesale distribution industry, roughly 30% of the customers generate nearly all of the profit in that business; about 20% of […]

23 August 23, 2019
  • M.O.R.E.

The Elements of Concierge Customer Service: M.O.R.E.

By |August 23, 2019|

The objective in establishing Concierge Customer Service (CCS) is to deliver a differentiated, distinct, exceptional customer experience to your most profitable customers— and really good service to all customers—by giving customers more. In fact, the elements of Concierge Customer Service can be broken down as just that — M.O.R.E.: mindset, ownership, referability, and experience.

It means […]

6 August 6, 2019
  • Data

The Link Between Employee Attitudes and Customer Satisfaction

By |August 6, 2019|

The vital link between employee attitudes and customer satisfaction is supported by a large body of research—and this research shows the benefits can flow all the way to your bottom line.
Let’s look at the research data:
Harvard Business Review reports: “companies with highly engaged people outperform firms with the most disengaged folks—by 54% in employee retention, […]