customer service

7 June 7, 2018

Three Key Metrics to Measure Problem Resolution

By |2020-09-01T06:51:38-06:00June 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 [...]

17 May 17, 2018

Set Up Your Own Concierge Customer Service in Two Steps

By |2020-09-01T06:51:40-06:00May 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. https://vimeo.com/269903244 Having trouble viewing this video? Click here to watch: https://vimeo.com/269903244 Concierge-level [...]

26 April 26, 2018

Why You Need a Customer Service Feedback Loop

By |2020-09-01T06:51:42-06:00April 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 [...]

28 March 28, 2018

An Easy Fix for Customer Churn in Distribution

By |2020-09-01T06:51:45-06:00March 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 [...]

19 March 19, 2018

Your Customer Service May Be Better Than You Think

By |2020-09-01T06:51:47-06:00March 19, 2018|

Having trouble viewing the video below? 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 [...]

19 February 19, 2018

How to Give Customers What They Want and MORE, to Ensure Conversion, Retention, Referrals, and Profit

By |2020-09-01T06:51:52-06:00February 19, 2018|

Do you know how to give customers what they want? You might feel like you do, but look at the world around you. Things in wholesale distribution are tough these days — and they’re getting tougher. Traditional industry challenges like slim profit margins, poor interdepartmental communication, and lack of data accuracy are paling in comparison to [...]

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