Want to know what’s really going on with your marketing campaigns? LISTEN TO SALES CALLS In the B2C and D2C world, this is a huge volume of recordings to go through, but well worth the effort. Here’s a matrix that we use to help us focus on the key areas: Call VolumeConversion RateIndicatorsHighHighUtopia!!!HighLowScripting, Training, Promotional… Continue reading How To Know What’s Really Going On With Your Campaign
"We need to differentiate...." "This is a great idea, we can really generate new growth from this" "Who else is doing this?" "Why isn't anyone else doing it?" "Hmmm, seems to risky since no one else is doing it" I hear this far too often. It's the classic of wanting to be different, but deep… Continue reading Do Your Thing, Don’t Worry About Competition
Conclusion to the Turning Customer Complaints Into Gold series. A brief outline of the topics that are part of this series: Embrace ComplaintsDive deeper in understanding your customersDefine and implement an engagement strategyCreate new benefits that will better serve your customersBuild a retention program that encompasses your engagement strategy and new benefit offerings As we… Continue reading Turning Customer Complaints Into Gold – Conclusion
Continuing the Turning Customer Complaints Into Gold series, this is part 3, Define and Implement an Engagement Strategy. A brief outline of the topics that are part of this series: Embrace ComplaintsDive deeper in understanding your customersDefine and implement an engagement strategyCreate new benefits that will better serve your customersBuild a retention program that encompasses… Continue reading Turning Customer Complaints Into Gold Part 3 – Define and Implement an Engagement Strategy
Continuing the Turning Customer Complaints Into Gold series, this is part 2, Understanding your customers at a deeper level. A brief outline of the topics that are part of this series: Embrace ComplaintsDive deeper in understanding your customersDefine and implement an engagement strategyCreate new benefits that will better serve your customersBuild a retention program that… Continue reading Turning Customer Complaints Into Gold Part 2 – Deeper Understanding of Customers
