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Atricle Dump - Business Coaching Tips - Customer Satisfaction Improvement Plan
Among the many advantages of marketing your business with promotional items is the visibility you gain when your gifts are used. If increasing brand awareness and recognition is part of your intent in using promotional gifts for marketing, then visibility should be high on your priority list when you choose
Review what type of customers that you have, the types of issues that these people deal with and look to develop
Your brand identity communicates a promise from your company to your customer. Your brand identity consists of your logo, business card, letterhead, website and all other marketing and advertising collateral. When a customer looks at your brand identity, what do they see? What is their perception of your co
Actively look at implementing some of these proactive strategies
- Supplying better quality goods or over-servicing
- Ensuring speedy delivery. If a customer orders today by direct mail, they are always impressed if the goods are there the next day. This sets the tone for the entire organization
- Offering after sales discounts
- Realigning product development to customer needs. This could take the form of a pro-active questionnaire that asks the customer what they liked and did not like. And then setting a product development plan from this feedback
- Access to additional services or goods as a reward for being a good customer
- Follow up with a simple customer service call - "we care about our customer"
- Supply a bonus gift with the sale
People Strategies
A set of guidelines should be developed for anyone that comes in contact with a customer. These guidelines should be backed by detailed training. The types of people that typically come in contact with a customer include
- Receptionist
- Sales people
- Technical people
- Delivery and warehouse people
- Secretary
- Telemarketers
- Accounts
Review what type of customers that you have, the types of issues that these people deal with and look to develop
As an executive recruiter, I interview a lot of people. And while most candidates find a way to look good on paper, their resumes don't always reveal how good of a problem solver they are. Yet all of my clients want to hire problem solvers - people who can walk into their operation and make their problems g
People Strategies
A set of guidelines should be developed for anyone that comes in contact with a customer. These guidelines should be backed by detailed training. The types of people that typically come in contact with a customer include
- Receptionist
- Sales people
- Technical people
- Delivery and warehouse people
- Secretary
- Telemarketers
- Accounts
Review what type of customers that you have, the types of issues that these people deal with and look to develop
Debt consolidation is the process taking all the debt that a person has accumulated and consolidating it into one single payment. Interest rates are usually lower, as is the monthly payment. Several nonprofit organizations have come forward providing resources to consolidate debt for those who are overburde
People Strategies
A set of guidelines should be developed for anyone that comes in contact with a customer. These guidelines should be backed by detailed training. The types of people that typically come in contact with a customer include
- Receptionist
- Sales people
- Technical people
- Delivery and warehouse people
- Secretary
- Telemarketers
- Accounts
Review what type of customers that you have, the types of issues that these people deal with and look to develop
Calendars are of the essence in people’s lives. We all need a calendar to be display in our home and office. But what is the true essence of a calendar? A calendar is useful in organizing the day to day activities of the people. It also serves as a bookmark of time, giving the people with the pertinent deta
People Strategies
A set of guidelines should be developed for anyone that comes in contact with a customer. These guidelines should be backed by detailed training. The types of people that typically come in contact with a customer include
- Receptionist
- Sales people
- Technical people
- Delivery and warehouse people
- Secretary
- Telemarketers
- Accounts
Review what type of customers that you have, the types of issues that these people deal with and look to develop
There is a strong parallel between corporations and medical science. Companies fall sick just as people do. Contrary to the common view, a company is not an inanimate object. Rather, it is a community of people, a living organism and an entity with its own distinctive personality and attitudes. Theref
Review what type of customers that you have, the types of issues that these people deal with and look to develop a series of quality guidelines
Systems - Implement and monitor the following systems
- Customer service systems
- Customer feedback systems
- Regular training of staff
- Automated survey
- Mystery shopper
- Employee incentive to reward high customer service
- Automated CRM and access by all staff
Areas of Performance you should review
- Product quality
- Delivery
- Courtesy
- Professionalism
- Product knowledge
- Complaint resolution
- Ease of doing business
- Invoicing/Accounts accuracy
- Responsiveness to enquiries
- Stock availability
- After sales service
- Service versus expected service
Indicators (lagged)
- Lost customers (churn rate)
- Average value sale
- Referrals
- Average life time value
- Product returns
- Complaints
- Customer re-order frequency
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