Jan 12, 2012
There's much shouting about how 'unfair' Trip Advisor are and how annoying it is to get bad reviews, so I feel compelled to put the record straight. Here goes:
> It's not 'unfair' everyone has the same issues!
> If you get it right it's free worldwide advertising for a little bit of effort, what on earth is anyone moaning about?
tags:
winning ,
social media ,
service quality ,
sales building ,
reputation management ,
referrals ,
measure ,
increasing profits ,
increase sales ,
great service ,
empowerment ,
employee engagement ,
customers REAL needs ,
customer satisfaction surveys ,
customer relationship management ,
customer loyalty ,
customer focus ,
cost reduction ,
building business
Dec 13, 2011
For the last 300 or so years the marketing / manufacturing model has worked well (so we're used to it!)
BUT the world is now changing (very fast)
the customer, previously disempowered, now has the ability to find out about you and feedback on their experience with you like never before
worldwide competition has made everything super competitive
The 'old thinking' is 'cheaper and faster': but this is a recipe for disaster : not only do we struggle to do this (see the fate of most UK industry), but also the customer doesn't REALLY want this (otherwise we'd all be driving around in Kia cars)
The key differentiator and recipe for success in the 21st Century will be consistency & reliability of customer experience, combined with continual improvement
Manufacturers know this for PRODUCT, but not yet for SERVICE
So we need a SYSTEMATIC approach to getting the customer experience consistent, reliable and improving
And noone yet has put a system forward (with simple, powerful measures) that does this ... until now
My system does exactly this: called 'Great or Poor' it empowers organisations, teams and individuals to ensure the experience they deliver (internally and externally) is both consistent, reliable and continually improving.
tags:
win win ,
upselling ,
sales building ,
measure ,
making money ,
increasing profits ,
great or poor ,
empowerment ,
employee engagement ,
customers REAL needs ,
customer service ,
customer focus ,
cost reduction ,
building business
Nov 24, 2011
Here’s a great a simple to understand rule and practice to turn new
customers into advocates quickly and effectively.
7 DAYS out from the initial customer interaction call them to make sure
that they have received everything promised and ask how they felt about the
customer service they received : use the ‘Great or Poor Score’ - this will then
provide your customer with an opportunity to provide verbal feedback (making
this easy for the customer - this is also a very important thing to do ... make
it easy)
Then 7 WEEKS out from the customer interaction, call them again: this time,
use a 3rd party and use the ‘Great or Poor Score’ along with ‘The
Ultimate Sales and Marketing Question’
Nov 01, 2011
WHY?
Many customer surveys are lame and pointless at best (and dangerous and destructive at worst!), and very often have the opposite effect to that intended.
Sep 23, 2011
Here's an extract from a fantastic UK Government report (is there such a thing?) called: 'The Stupid Company'
‘The Stupid Company’
Jul 23, 2011
The Ultimate Sales Question
How to build repeat sales, cross
sales, upsales and referrals through customer feedback.
Common Sense
Principle 4 of ‘Great or Poor’
tags:
upselling ,
sales building ,
referrals ,
measure ,
making money ,
increasing profits ,
great or poor ,
customer satisfaction surveys ,
customer relationship management ,
customer loyalty ,
building business
Jul 21, 2011
Here's yet another example of a customer satisfaction survey that doesn't work:
I have just completed an online survey for a well know stationery company: the survey took about 5 minutes and asked 10 questions: but it dodn't engage me and it didn't find out what the real issue with my order was.
It was therefore a complete waste of my time and their resources.
