Jan 17, 2012
Your customers are!
Whether you like it or not, your customers are already talking
about you, either directly to their friends, or, and of course now much more
common, and potentially infinitely more powerful … on the Internet.
The Internet is empowering your customer unlike anything before … you can either use this fact to your
advantage, or let it happen without you. Your challenge is to make sure
whatever is being said about you is ‘great’ on an ongoing basis.
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
Jan 12, 2012
I find it mind-bogglingly amazing how Companies get Sales so wrong: they focus on getting new customers, while letting existing customers go elsewhere ... nuts!
Why try and fill up a leaking bucket? Surely it's a better way of doing business to plug the holes first?
Please click on the attached link to see a very good article from the Institute of Customer Service, which includes some alaming facts that every leader and manager should know.
tags:
upselling ,
success ,
social media ,
sales building ,
making money ,
increasing profits ,
increase sales ,
customer service ,
customer loyalty ,
customer focus ,
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’
Jun 07, 2011
The Most Powerfu sales building (and destroying) tool in the World.
Is of course: ‘word of mouth’.
So you want to generate more word of mouth, but don’t want to be pushy or “in your face” about it? Here’s how…
May 17, 2011
The internet has empowered the consumer like nothing before … and this change is still in it’s infancy.
Through feedback sites and social media, the customer can literally make or break you over time: and it's out of your direct control.
Going forward you cannot hide poor service behind a sexy brand, or bad practices behind clever marketing.
