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 [...]
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 [...]
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 [...]
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 [...]