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A Two-Pronged Approach to Concierge-Level Customer Service

In this interview with Randy MacLean of WayPoint Analytics, I explain to Randy how using a two-pronged strategy or approach to concierge-level customer service will easily result in an increase in profitability. The first step to creating the strategy is to determine the true profitability of each customer. With this data on profitability, a two-pronged customer [...]

By |2020-09-01T06:51:35-06:00July 27, 2018|

Diversifying Delivery as a Service Opportunity

Delivery as a service opportunity: In the past, distributors could choose from just two delivery options. Either you could bring the product to the customer, or the customer could pick it up from you. Fortunately, you're no longer limited to that model today. https://vimeo.com/269901725 Having a problem viewing the video? Click here to watch: [...]

By |2020-09-01T06:51:36-06:00June 28, 2018|

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 [...]

By |2020-09-01T06:51:38-06:00June 7, 2018|

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. https://vimeo.com/269903244 Having trouble viewing this video? Click here to watch: https://vimeo.com/269903244 Concierge-level [...]

By |2020-09-01T06:51:40-06:00May 17, 2018|

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 [...]

By |2020-09-01T06:51:42-06:00April 26, 2018|

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 [...]

By |2020-09-01T06:51:45-06:00March 28, 2018|

Your Customer Service May Be Better Than You Think

Having trouble viewing the video below? 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 [...]

By |2020-09-01T06:51:47-06:00March 19, 2018|
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