The vital link between employee attitudes and customer satisfaction is supported by a large body of research—and this research shows the benefits can flow all the way to your bottom line. Let's look at the research data: Harvard Business Review reports: “companies with highly engaged people outperform firms with the most disengaged folks—by 54% in [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]