Your untapped power lies in being able to find and tell the story hiding in your data, and using that story effectively. Finding and articulating that story proves to be part art and part science. The science lies in interpreting data accurately, ensuring that you find the story but never reach or even approach conclusions [...]
As we've covered in the past, the best way to learn about your customers' wants is through the use of surveys. They won't work, however, if you aren't getting responses to your surveys. How do you ensure that you get a sufficient number of responses to your surveys in order to have good data to [...]
Because Concierge Customer Service is so extensive, it is an investment. That’s why funding this service requires that you offer it only to the customers who generate the most profit for your business. In the wholesale distribution industry, roughly 30% of the customers generate nearly all of the profit in that business; about 20% of [...]
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 [...]
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 [...]
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 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 [...]
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 [...]