We are all subject to the constraints of our up-bringing which means that we act in a certain way, have a default sound, sell to a limited audience and therefore rely on a system to support our sales.
But what if we recognised a weak link in the system and that weak link was you?
What will happen if we remove your constraints and reduce your dependence on the system?
You will immediately save 33% (3 to 6 less 1 and 2) of the cost of sales, that's what will happen.
No longer will we need (1) marketing to preceed our calls and no longer will we need (2) customer services to tidy up sales that went wrong.
The most efficient company will rely on you to (3) sell their products and/or services, buy in the (4) materials and (5) labour, pay for the (6) fixed costs and let the satisfied customers come back to you when they awnt to re-order.
Of course on top of this saving, you will make another 33% when you are able to identify the customers emotional connection with what you are selling.
It hardly matters what you say, it's how you say it that matters.
Sunday, 20 March 2011
Monday, 7 March 2011
Customer Engagement effects your organization's ROI, profit margin, and share price
At last, someone has said it, recognised it and by all accounts, is doing something about it http://bit.ly/f0bxql
Kate Feather, Executive VP at PeopleMetrics has recognised that customer Engagement effects your organization's ROI, profit margin, and share price.
She goes on to say that few customer satisfaction programs train service representatives and front-line managers in reading and responding to customers' emotions. Providing these tools to customer service employees can be the deciding factor between mediocre and exceptional performance.
But how do we actually 'engage' with the customer and how do we actually train our staff to engage?
I have said it before and will say it again... "It hardly matters what you say, its how you say it that matters" http://bit.ly/geMACJ
Read Lucy works in Telesales http://amzn.to/e7Q5Gm because it explains the fundamental relationship between the sound we make with our voice and customer emgagement.
Kate Feather, Executive VP at PeopleMetrics has recognised that customer Engagement effects your organization's ROI, profit margin, and share price.
She goes on to say that few customer satisfaction programs train service representatives and front-line managers in reading and responding to customers' emotions. Providing these tools to customer service employees can be the deciding factor between mediocre and exceptional performance.
But how do we actually 'engage' with the customer and how do we actually train our staff to engage?
I have said it before and will say it again... "It hardly matters what you say, its how you say it that matters" http://bit.ly/geMACJ
Read Lucy works in Telesales http://amzn.to/e7Q5Gm because it explains the fundamental relationship between the sound we make with our voice and customer emgagement.
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