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Customer Service is NOT a cost!

Customer Service is NOT a cost! The ‘customer service dept’ cost a lot of money to run right? And they don’t produce any direct sales, right? So we need to keep these costs as low as possible, right?...

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Forget The Extra Mile, Go The Extra Inch – Forbes

“Raise your hand as high as you can,” challenged bestselling author Seth Godin from the stage.  Over a thousands hands shot into the air, fingers stretched to the ceiling.  Then Godin prodded, “Now...

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Training and the infinite return on investment

Source: Seth’s Blog: Training and the infinite return on investment  The post Training and the infinite return on investment appeared first on Sales Through Service.

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A Customer’s REAL Needs

A Customer’s REAL Needs In a nutshell, ‘customers’ just want three things from anyone: TRUST, ATTENTION & A BETTER / EASIER LIFE (this produces that ‘special’ emotional feeling: a mix of trust and...

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How to build shopper loyalty (it’s cheaper, more effective then earning new...

If it’s less expensive to hang on to a current customer, how exactly does one go about building shopper loyalty? Source: How to build shopper loyalty (it’s cheaper, more effective then earning new...

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Southwest Airlines Customer Experience Leads To Customer Loyalty – Forbes

For those who do like what Southwest has to offer, many are intensely loyal customers. No company is perfect for every customer, but Southwest’s customer-focused system can offer lessons for us all....

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The Value of Customer Experience

The Value of Customer Experience The problem with ‘customer experience’ is that it costs money to do and it usually doesn’t provide an immediate return on spend: so, especially in tough times like...

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Value verses Price;

  Value verses Price; “Marketing Bollocks?” You will often hear me talking about value verses price; how value is more important than price, yet how customers will so often shop on price because the...

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The companies with the best customer service in the UK – Telegraph

The annual ranking has a new leader after John Lewis fell to its lowest point in seven years Source: The companies with the best customer service in the UK – Telegraph  The post The companies with the...

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Customer Reviews – Use Them to Your Advantage | Nisbets Articles

Advice from business expert Guy Arnold! Source: Customer Reviews – Use Them to Your Advantage | Nisbets Articles  The post Customer Reviews – Use Them to Your Advantage | Nisbets Articles appeared...

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How to find a GREAT Sales Manager

A talented sales rep on the ground floor has this great knack for selling and is swiftly breaking through existing sales records. Due to his success, the executives decide to promote this rep to sales...

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What is the 'Net Promoter Score' about?

What is the ‘Net Promoter Score’ about? You’ll see a lot of people using and promoting the ‘net promoter score’. If you don’t know what we mean by this, you’ll probably have noticed an explosion of...

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Why returning customers are so much more valuable than new ones – take note …...

More sales just equals more contacts and bigger orders, right? What if that’s not the case? What if what you’re doing with all the first-time clients or return customers has a bigger impact on your...

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Find, win … keep: the 3 keys of successful sales

This is a lovely clear article which I have shared with my followers. Puts the issue in the very clear nutshell that it is. In today’s customer empowered, globally competitive and online transparent...

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How do we gather feedback effectively?

How do we gather feedback effectively? In the world of the empowered customer, feedback is the breakfast of champions. In the ‘old world’ of one way mass communication, marketing was king, but as this...

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Why doesn’t customer service training work?

Why doesn’t customer service training work? Because you can take a horse to water but you can’t make it drink. You people WANT to do a great job, but they are faced with a million things that are...

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Personalisation significantly boosts retail sales

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Is it OK to fire a customer?

 Is it OK to fire a customer? Very often, organisations are reluctant to put great customer loyalty processes (like genuinely great guarantees), or customer trust processes in place (like payment after...

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How do I handle complaints?

How do I handle complaints? We all get complaints: some are maybe fairer than others, and there’s a lot of print acreage devoted to strategies to deal effectively with them. There’s perhaps one point...

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How do I handle mistakes?

How do I handle mistakes? We all make mistakes. But in the age of global 2 way communication, and instant online feedback and sharing, they can be hyper dangerous – just ask Gerald Ratner if you want...

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