Are your team sales-people or order takers? Employing order takers over genuine salespeople will lead to lower sales. Many individuals and organisations do just fine without really 'selling'. Calls come in, many are converted to orders or sales. Job done? Many people in sales roles are really just...
Effective personal time management is essential to delivering a better customer experience. Delivering an excellent customer experience is difficult enough without the time pressures of modern workplaces. And although we are consistently told that the customer comes first, they are unfortunately not our only priority. We...
At the weekend I had a disappointing customer experience involving a technical sale fail. After 9 years good service my car stereo effectively died. Radio still works, but the aux input and CD player died within a couple of months of each other. I needed something...
Rapport building for introverts Initial rapport building can be a struggle for some introverts. It's not that they can't build rapport (they can be great at it) and it certainly isn't that they don't like talking to people (introverts value conversation and relationships as much as extroverts):...
When Should You Ask for Customer Feedback and When Should You Not? Customer feedback is crucial for knowing what your customers do and don’t like – and what you can do about it to improve your business. But how do you know when is the right time to ask your...
The Ultimate Guide to Customer Experience Whether a client will keep doing business with you or not generally comes down to just one thing: customer experience. Customer experience provides a competitive advantage in every market, from retail and construction to hospitality and banking. If you want customer experience...
Business insights come from understanding the linkages between your knowledge and experience and the client's situation and challenges. Offering business insights in customer conversations is a great way to build trust and communicate value, but is this something you focus on? Or do you just...
The rules of referrals have changed a lot in recent years. Where referrals used to be reactive, informal, occasional, non-exclusive and personal, they are now proactive, formal, strategic, exclusive, and commercial/organisational, with organisations increasingly locking themselves into to strategic alliances with other professionals and providers...
One of the most challenging aspects of handling customer complaints is when you are trying to communicate a positive solution but it seems the customer just doesn't want to listen. You've actually solved the problem, but you just can't seem to get that through to...
Customer service accountability is one of the most common traits of an excellent customer experience. There are 2 main reasons for this: For a truly excellent customer experience, everyone has to stand up and be counted. One weak link in the organisational chain and the customer...