Gathering quantitative data

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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 […]

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 […]

26 April 26, 2018
  • Customer Service discussion

Why You Need a Customer Service Feedback Loop

By |April 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 viewing […]

8 March 8, 2018

How Referrals and Online Reviews Boost Conversion and Retention

By |March 8, 2018|

Obviously, it’s easier to reducing customer churn than it is to sell more products, so where should distributors be more keenly focused?

In a world where experts consistently say it is seven (or more) times more difficult to create a new customer than it is to sell more to existing customers, it’s obviously easier to reduce customer […]

31 January 31, 2018

Generating Data to Find out How to Best Serve your Customers

By |January 31, 2018|

It’s no secret in the distribution industry that customer loyalty is on the decline. It’s become harder than ever to compete with the big box stores, and the last thing you want to do is compete with them on price.

Instead, compete in the areas where you already excel. Do more of what works, and less […]

16 January 16, 2018

Getting the Whole Picture with Statistical Satisfaction Data

By |January 16, 2018|

In past blogs, I’ve talked about the importance of garnering testimonials from your customers.  Testimonials work for you by providing both feedback from current customers for continual process improvement and social proof for prospective customers. This creates a strategy for securing the customers you already have by constantly improving the outstanding customer-centric service for your […]

17 December 17, 2017

Answering the Two Most Important Questions in Becoming Customer-Centric

By |December 17, 2017|

When it comes to increasing profit, companies know that it’s much easier to gain a greater share of an existing customer’s spend than it is to find a new customer.

But what if your customer retention is lacking? You can’t grow customer spend if you can’t hang on to your customers!

Do you ever wonder why some […]