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 […]
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 […]
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 […]
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 […]
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.
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Give Your Customers […]
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 […]
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 […]