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?...
View ArticleForget 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...
View ArticleTraining 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.
View ArticleA 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...
View ArticleHow 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...
View ArticleSouthwest 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....
View ArticleThe 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...
View ArticleValue 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...
View ArticleThe 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...
View ArticleCustomer 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...
View ArticleHow 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...
View ArticleWhat 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...
View ArticleWhy 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...
View ArticleFind, 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...
View ArticleHow 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...
View ArticleWhy 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...
View ArticleIs 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...
View ArticleHow 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...
View ArticleHow 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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