Increase Sales with Positive Customer Experience
WORD OF MOUTH TRUMPS ADVERTISING
When a new company is just getting started or sales are down, the pressure is on for more advertising. But is that the best solution? Advertising is based on your long-term commitment to running expensive ads repeatedly before you can get any “traction.” But there is...
Corporate Structure Itself Can Hurt the Customer Experience
“IT’S ALL THE SALESPEOPLE’S FAULT!”
When sales drop off, it’s easy to simply blame the sales division. We often hear, “They’re just not doing their job!” But is it really the sales division, or is it something we generally take as an unchangeable constant, like the very structure of the company...
Assistants Have Limited Approval but Unlimited Refusal
WHO IS THE REAL GIRAFFE?
Unless you are selling direct to the consumer, your consumer brand lives or dies on the basis of chain and box store authorizations. Without access to the marketplace you simply can’t grow your brand. Especially when your brand is unknown and has no sales track record...
800 Number Representatives are Representing Your Company
CAN’T SEE THE FOREST THROUGH THE TREES
We dread calling 800 numbers because we can be tied up for hours due to being put on hold, getting passed around, and being dropped off. If that’s not bad enough, after we have spent the afternoon on the phone trying to solve a problem for...
3 Take Aways From The Customer Experience Conference
THE CUSTOMER EXPERIENCE RULES!
Last week we were honored to be the closing keynote speakers for the Annual Customer Experience Conference in New York, brought to you by the same folks who bring you the Consumer Confidence Index: The Conference Board. The MC for the event was Robert Reiss, often...
At the Customer Experience Level Your Sales and Consumer Care People Know More than Your Marketing and Production People
STAY INFORMED AND STAY RELEVENT
Your marketing people have done a fine job of creating a marketing plan, strategy, and package. They’ve considered the market, the competition and the delivery systems. They have honed the message, dialed in the positioning, and developed the compelling logo, catchphrase, and merchandising materials. But like...