create a competitive edge

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5 February 5, 2019
  • The Benefits of Concierge Customer Service

The Benefits of Concierge Customer Service

By |February 5, 2019|

Providing Concierge Customer Service can seem like a daunting, resource-intensive project.  Why would you want to implement this sort of system in your business?  What are the benefits of Concierge Customer Service that make it such an effective tool for retention and satisfaction?

The truth is that most companies are bad at customer service, but by […]

16 January 16, 2019

Building Your Concierge Customer Service Team

By |January 16, 2019|

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 […]

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 […]

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 […]

28 June 28, 2018

Diversifying Delivery as a Service Opportunity

By |June 28, 2018|

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.

Having a problem viewing the video? Click here to watch: https://vimeo.com/269901725

Give Your Customers […]

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 […]