The Direction of Your Customer Service Improvements
I was working with a client recently that was in the early stages of improving their customer service process. They felt the need to improve the process because a couple of their competitors were making a big noise in the market about their customer service teams and their customer service programs. The situation was becoming [...]
Know, Do, Repeat
Know, do, repeat. Looks like the words on the back of a shampoo bottle — wash, rinse, repeat. Sustainable revenue growth can be, and often is, much more simple than many make it to be. When businesses know what they do very well, know how to do it regularly, and know how to make it repeatable [...]
My Obsession with Creativity and Innovation
Several years ago I sat in on presentation about innovation and creativity. The presenter talked about the importance of creativity in the strategic process. The most memorable aspect of that presentation was how she leveraged the power of humor as a starting point in the creative strategy process. According to this presenter, humor is a [...]
Intentional Common Sense
In a recent planning conversation with a new client, I was reviewing the CEO’s knowledge of his customers, their decision making behaviors and what drives customer loyalty to his business. After a series of very information specific questions, the CEO looked at me and realized I was asking him questions that we both new he [...]
Understanding the Irate Customer
When dealing with an irate customer, how does your team manage the resolution process? Customer frustration and dissatisfaction is often manifested through emotional channels–anger, rage, raised voices, nasty words. While the real issue may not be as emotionally charged, it usually is displayed this way because too many businesses have conditioned their customers to openly display their unhappiness to be heard, seen [...]
Business Growth and The Engaged Employee
Too many businesses are obsessed with this desire to grow sales instead of an obsession to improve revenues. The favorite investment of choice for this growth strategy is sales, marketing, and social media. Invest in new customers. Invest in new relationships. Invest in replacing the customers and employees lost because the company did not know how [...]
What’s Wrong With The Customers You Have?
What is it with the businesses today that simply do not seem to value the customers they already have? Special sign-up programs, new customer discounts, and special promotional packages to attract new customers are in our face every day. Worse, is these same companies often have terrible customer service and support programs. They have it all backwards.
Your [...]
The Direct Connection to Stability
The stability of any business is directly linked to the strength of the connection between team and customer. Significant or disruptive churn in either of these areas, puts businesses at risk. Employees are the direct and influential connection to customers. Nothing is more disruptive to revenue stability than a disengaged, demotivated team. Yet, businesses still [...]
Where You Spend Your Money
Where I spend my money is not defined as much by what I need as by what I want. When it comes to spending money, I have plenty of choices. Whether I need clothes, food, a new car, a flight, a new place to live, the defining criteria is not what I need. The criteria [...]
