In one of my posting I asked the question, Who is Responsible for Customer Satisfaction?  I stated that customer satisfaction is the responsibility of EVERYONE! Everyone “touches “  the customer and how everyone performs their job relates to the customer being satisfied.  I also listed several steps for starting a customer satisfaction program within any [...]

Customer satisfaction can be a very unique differentiator for any corporation and a major value proposition to any of the corporation’s customers.   When a product or service is on a par with the competition you can use best in class customer satisfaction to stand out in a crowded market. When customers look for value, it [...]

Bad news Timmy, not only is there no Santa Claus, but account control no longer exists! So if you are living in the old world where sales people knew everything about their accounts, where they provided the customer with all the “necessary information” and helped guide them down the path that eventually led to an [...]

  The following post is about how a vendor made three (3) major mistakes in today’s Marketing world. Background, I recently ordered a cell phone from Verizon Wireless (actually the sales representative made a very compelling sales pitch for this particular phone (Pantech ) Upon delivery, I inserted the battery, charged the battery and called [...]

Well, I guess the current political environment has done one positive thing for consumers and industrial buyers.  The joke about how do you know when a politician is lying….  when his/her mouth is moving, can now be said about Marketers. A webinar I attended and a recent survey stated that 70 -75% of buyers don’t [...]

  With the changing of the selling model to where the customer is in control; I contend that the old sales strategy of promising the world and getting the order no longer works.  Instead, I would suggest a different approach of under-promising and over-delivering. Let me give a few examples to support my hypothesis. The [...]

Last week I talked about why small businesses need Marketing. I started down this path by asking small business owners.  “Do you do any Marketing?”  Most small business responded by saying “I have referrals, thus marketing is not needed at all!” I then listed five reasons why small businesses should have marketing: referrals will not [...]

As I stated in my last posting, Contact Centers are your face to the customer.  I discussed the important functions required of a contact center in meeting customer needs and the requirements that must be present for it to be best-in-class. From an enterprise point of view, Contact Centers are measured by performance metrics regarding [...]

Today providing timely access to information for your customer is critical. One way that current enterprises address this need is through their contact center. For a contact center to meet this growing demand of customer satisfaction it must have some key critical components.    First let’s define a contact center and their components.  A contact [...]

I don’t know about you, but if I call one more 800 number and get a robotic voice asking me to express my need or press one for whatever, I am going to just hang up and cancel that account. Now I realize that 800 numbers (one channel into a contact center) is a cost [...]