Mar 25, 2012
Orange are definitely trying to be 'GREAT@ at customer service: and this was recently announced as the most important competitive advantage their business could gain.
It is partly working: when you speak to their reps, they are courteous and VERY helpful: and it's very good ... but, as a new customer, I can tell them that there are still a LOT of gaps and issues.
Or, at least I could tell them if they'd let me.
tags:
win win ,
upselling ,
sales building ,
referrals ,
profit ,
poor service ,
measure ,
increase sales ,
go the extra inch ,
customers REAL needs ,
customer satisfaction surveys ,
customer relationship management ,
customer loyalty ,
customer focus ,
communication ,
building business
Jan 13, 2012
It's incredible how much bad customer service can (and will) cost you, and how much great customer service can (and will if you take the right actions) make you. This is a fun exercise you can do with your people to make this point clearly and effectively.
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
Jan 06, 2012
This is so often the case.
I suggest you do more than this if you want to spend time and money on customer feedback (and you MUST do this in 2012 to survive). Here's my short tips:
1. You don't want 'satisfaction' you want 'loyalty' and 'engagement' resulting in repeat sales, up sales and referrals
tags:
winning ,
win win ,
upselling ,
the great or poor score ,
service quality monitoring ,
service quality ,
sales building ,
reputation management ,
referrals ,
making money ,
increasing profits ,
increase sales ,
great or poor ,
customer satisfaction surveys ,
customer relationship management ,
customer loyalty ,
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
Dec 06, 2011
I am fed up with seeing courses and ideas about ‘Social Media’ touted
around trying to persuade businesses that it’s a universal panacea, and, if you
come on this course, new customers will come flooding to you.
Bo***cks
Social media is just new technology that can
be used effectively or ineffectively.
Nov 29, 2011
As customers, we
know: as soon as someone tries to “sell”
to us, we clam up, erect barriers, and do all we can to avoid ‘being sold to’.
In order to
combat this, dysfunctional sales techniques have arisen, where sales people
(desperate to ‘make a sale’ and ‘achieve budget’) try harder and harder to
‘make the sale’.
This charade ends
up as a ‘cat and mouse’ game, where all sides waste time, effort and money:
