The nature of sales has changed. We’re finding that face-to-face transactions are no longer a dominant means of selling a product or service. When there once was a time when a sales team was the “go-to” information resource for potential customers researching a business, today, in the age of quick and easy web searches, that […]
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 […]
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 […]
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 […]
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.
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Give Your Customers Options
When you approach delivery today, consider […]
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.
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Concierge-level customer service should be […]
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.
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