Concierge Customer Service

/Concierge Customer Service
­
26 November 26, 2018
  • Customer Service discussion

The Changing Role of the Salesperson

By |November 26, 2018|

The nature of sales has changed. We’re finding that face-to-face 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 “go-to” information resource for potential customers researching a business, today, in the age of quick and easy web searches, that […]

21 August 21, 2018

Create the Right Marketing Message

By |August 21, 2018|

In a recent discussion with Randy MacLean of WayPoint Analytics, we examined the changing realities of messaging and marketing, and how things are changing so quickly. In the distribution industry, the need to communicate with your market hasn’t changed, but the avenues of communication and the audience have changed, giving rise to a lot of us […]

13 August 13, 2018

Safeguard Your Best Accounts in Two Steps with Concierge Customer Service

By |August 13, 2018|

Whether your business survives is primarily determined by your ability to continue to serve your most profitable accounts. As such, these critical accounts require dedicated resources and responsive service in order to strengthen your ability to retain them.

Top-tier service is not meant for every customer, even though your company may pride itself on its top […]

27 July 27, 2018
  • Concierge Level Customer Service for Distributors

A Two-Pronged Approach to Concierge-Level Customer Service

By |July 27, 2018|

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 service […]

7 June 7, 2018

Three Key Metrics to Measure Problem Resolution

By |June 7, 2018|

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 […]

17 May 17, 2018
  • Boost Retention

Set Up Your Own Concierge Customer Service in Two Steps

By |May 17, 2018|

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 […]

26 April 26, 2018
  • Customer Service discussion

Why You Need a Customer Service Feedback Loop

By |April 26, 2018|

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 […]

19 March 19, 2018

Your Customer Service May Be Better Than You Think

By |March 19, 2018|

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. […]