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6 August 6, 2019
  • Data

The Link Between Employee Attitudes and Customer Satisfaction

By |August 6, 2019|

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 employee retention, […]

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 […]

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 […]

21 August 21, 2018

Create the Right Marketing Message

By |August 21, 2018|

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 […]

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 […]

19 March 19, 2018

Your Customer Service May Be Better Than You Think

By |March 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 they […]

19 February 19, 2018

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

By |February 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 new, […]