You may have heard of the saying “Good news travels fast. Bad news travels faster.” This can become apparent in word-of-mouth comments regarding your Customer Service. However, now that information is being spread and monitored in different ways, researchers are discovering new rules. By scanning people’s brains and tracking their e-mails and online posts, neuroscientists and psychologists have found that good news can spread faster and farther than disasters and sob stories.
Gary Holt Blog
This is a guest blog post written by Andrea Hewett, Social Media Business Director
for Holt Marketing and Management Services, Inc.
Topics: customer service, business strategy, strategies, customer complaints, buyer persona, more business, business success, happy customers, brand, finding good employees, finding great employees, strategic, buyer personas, successful strategies, clients, more sales, customer issues, how to find good employees
What is your single most important profit point? The answer comes from understanding customer priorities. This is accomplished by talking to customers and understanding their problems based on their perception, not yours. Today you have to reverse the traditional approach in which priorities are: core competencies, what we sell, and then the customer. The new approach becomes customer priorities, system solutions, required competencies, and assets. A good way to do this is to uncover the customer’s systems economics such as costs, time, hassles, errors, and re-dos. In other words; the big picture of what the customer lives with…not just the small picture of your service and productivity.
Topics: sales, profitability, profits, customer service, unique selling, increasing sales, make more money, more business, business success, increase profits, profit growth, successful strategies, clients, more sales, increase sales
Organizations succeed because of good planning. When your organization started years ago, someone had a plan to present to those who would invest their time and/or money into this new venture. That planning allowed the organization to get up and running. It was the basis from which people began working towards the future, to get your organization to the point it's at today- preparing to transition the organization to another set of hands or to ensure that the organization will continue on requires a new type of planning process.
The last series of articles has talked about Change Management and how important it is to have employees on board with your businesses plan. Unfortunately, that can sometimes not be the case and how you implement your change management through the use of your leadership team’s abilities and the vision of the future state of your business are critical keys to the success of your change management. There is one more aspect to successful change management that is important to having success and also to ensure that you and your business follow appropriate work steps in order to discipline or remove workers who will not comply- that aspect is Coaching.
Topics: sales, marketing strategy, marketing strategies, metrics, customer service, business strategy, marketing management, process development, unique selling, Liability, more business, optimization, happy customers, change, strategic, clients, new business, more sales, Process Mapping, flowcharting, workflow mapping, change management, workflow diagrams, coaching, customer issues, innovation, information
Do I have your ear now for the importance of having workflows documented and formally available as training and coaching tools for employees? There are just so many reasons to have this work done but the next question is how do you get that work completed?
Topics: Risk Aversion, profits, customer service, increasing traffic, outbound marketing, michigan consultant, business success, optimization, workflows, happy customers, increase profits, clients, business systems, flowcharting, workflow mapping, workflow diagrams, marketingholt.com, customer issues
In our previous chapter we have discussed the importance of process mapping or documenting workflows and how these help successful businesses large and small. This chapter looks at what process maps and workflows diagramming is all about. If you have further questions or would like assistance in mapping out your processes then feel free to contact Holt Marketing at the bottom of the page.
Topics: profitability, profits, metrics, make more money, more business, new customers, business success, optimization, workflows, clients, new business, business systems, more sales, Process Mapping, flowcharting
If you’re worried about all the competition on the internet, don’t. Quality is the best filter. People want the truth and that one fact alone will set you apart.
- Treat people with respect. Don’t argue or yell.
- Listen carefully before you answer.
- Make every effort to keep promises you make.
- If you can’t resolve the issue, say so politely and, with empathy, apologize.
When a customer feels they have been treated unfairly or that they did not receive what they expected, they will complain.
Topics: branding, brand awareness, profitability, customer service, unique selling, customer complaints, increasing sales, more business, new customers, business success, optimization, happy customers, brand, increase profits, company branding, clients, new business, more sales, increase sales, customer issues