Blog

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Three Key Metrics to Measure Problem Resolution

If you called your customer service department anonymously to have a problem resolved, what would your experience be like? And how would you quantify that experience?

Measuring the results of your company’s problem resolution ability is vitally important.  Without determining how effective your resolution process is, or how satisfied your customers are with it, you could be […]

By |June 7, 2018|
  • Boost Retention

Set Up Your Own Concierge Customer Service in Two Steps

Concierge customer service provides a phenomenal case for your customers to continue doing business with you. Recently, I sat down with Randy MacLean, President of WayPoint Analytics, to discuss the two crucial steps to set up an effective concierge customer service team.

Having trouble viewing this video? Click here to watch: https://vimeo.com/269903244

Concierge-level customer service should be […]

By |May 17, 2018|
  • Customer Service discussion

Why You Need a Customer Service Feedback Loop

One of the most important practices you can implement in your company is a customer service feedback loop between your customers and customer service.  I work with many wholesale distribution companies to set up concierge-style customer service programs, and there are clear benefits of having a feedback mechanism that can be utilized.

Having a problem viewing […]

By |April 26, 2018|
  • Customer Churn in Distribution

An Easy Fix for Customer Churn in Distribution

If you’re like most distributors, you’ve probably lost touch with more than a few customers as the first quarter of 2018 comes to a close. Here’s an easy fix for customer churn in distribution.

The key to retaining customers, acquiring more customers who are like them, expanding revenue per customer, and increasing your profitability is knowing […]

By |March 28, 2018|

Your Customer Service May Be Better Than You Think

Having trouble viewing this video? Click here to watch: https://vimeo.com/257403249

In today’s market, conducting a customer survey can really bring a competitive edge to your distribution company. Surveys are used to ask both your sales and your customer service employees how satisfied they think their customers are, while also asking customers themselves how satisfied they are. […]

By |March 19, 2018|

How Referrals and Online Reviews Boost Conversion and Retention

Obviously, it’s easier to reducing customer churn than it is to sell more products, so where should distributors be more keenly focused?

In a world where experts consistently say it is seven (or more) times more difficult to create a new customer than it is to sell more to existing customers, it’s obviously easier to reduce customer […]

By |March 8, 2018|

How to Give Customers What They Want and MORE, to Ensure Conversion, Retention, Referrals, and Profit

Things in wholesale distribution are tough these days — and they’re getting tougher.

Traditional industry challenges like slim profit margins, poor interdepartmental communication, and lack of data accuracy are paling in comparison to new, non-traditional challenges such as disintermediation, technological transformation, and increased threat from competitors (both traditional and nontraditional). These challenges have left many distributors struggling […]

By |February 19, 2018|

Generating Data to Find out How to Best Serve your Customers

It’s no secret in the distribution industry that customer loyalty is on the decline. It’s become harder than ever to compete with the big box stores, and the last thing you want to do is compete with them on price.

Instead, compete in the areas where you already excel. Do more of what works, and less […]

By |January 31, 2018|