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 [...]
One of the byproducts of the increase in customer-centric companies has been the expansion of the Chief Customer Officer. In 2003, fewer than twenty companies in the world employed a Chief Customer Officer (CCO), but by 2015 more than 1 in 10 Fortune 500 companies and over 1 in 5 Fortune 100 companies had instituted [...]
In this age of uncertainty, one thing remains certain: Things are as tough and confusing for your customers as they are for you. Like you, they’re looking for an edge. They’re looking for a way to make things easier, to cut through the clutter, to do their jobs and stay in business, and maybe even [...]
The art and science of customer service have become increasingly rare in American commerce. Any one of us can recount stories of poor—sometimes outrageously poor—customer service that not only left us frustrated but also engendered resentment toward the company that appeared to care so little about the customers who generate its profits. Let’s review [...]
Does Any of This Sound Like Your Company? You’re feeling margin pressures, You’re suffering under escalating personnel costs, You’re watching your best customers defect to competitors whom you know aren’t as good as your company is, You feel your business model isn’t as relevant to the market as it was 10-20 years ago, or Your [...]
Your most profitable accounts determine the survival of your business. These critical accounts require dedicated resources and responsive service. Even if you pride yourself on customer interactions, your top-tier, A+ service is not for every customer. Instead, concierge customer service is a tool. Used properly, a concierge customer service team improves internal efficiency, customer and [...]
The nature of sales has changed. Face-to-face sales in distribution are not as common as they once were. We’re finding that more and more these days, those kinds of direct transactions are no longer a dominant means of selling a product or service. When there once was a time when a sales team was the [...]
Gaining An Advantage Through Content: Marketing is not just about letting people know your company exists, or what your latest products or services are. It is a key component to building and maintaining a lasting relationship between your business and your customers. In the past, most businesses’ primary point of contact between themselves and their [...]