Satisfaction Data

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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 […]

28 September 28, 2018

How Surveys Increase Interaction and Communication with Customers

By |September 28, 2018|

Interaction and communication with customers today is difficult. While today’s technology is incredibly beneficial in so many ways, it’s also made finding or creating an opportunity to engage with a customer – to spend time with them –more difficult than it’s ever been.

Bluntly, your customers don’t want to waste their time on you. They’re not interested […]

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 […]

28 March 28, 2018
  • Customer Churn in Distribution

An Easy Fix for Customer Churn in Distribution

By |March 28, 2018|

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 […]

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. […]