Getting Your Customers to Complain is Invaluable

Getting Your Customers to Complain is Invaluable

Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business. --Zig Ziglar, U.S. author and speaker As much as you want your customers to be completely satisfied with your product or service, it’s rare for any business to ...

Tom Smith

Tom Smith

Does your brand make an emotional connection with your customers?

Does it? Do you know? Have you asked your customers? Chipotle makes an emotional connection with me by consistently serving me great tasting, healthy food that I'm not allergic to. I have alot of allergies and have beeen eating burrito bowls at Chipotle for lunch almost everyday for the past six years. When I travel, I try to stay in hotels withi...

Tom Smith

Tom Smith

Is Every Business Strategy Built Around Retaining Customers?

This is an assumption suggested by Howard Lax and Robert Schumacher in a recent article entitled, "Insight Connection" in a recent edition of Marketing News. They state, "Every business strategy is built around retaining customers, and strong customer relationships hinge, in turn, on interactions andexperiences that meet and exceed customer expecta...

Tom Smith

Tom Smith

5 Ways to Accelerate Sales With Consumer Insights

Thanks to Cvent for their white paper "5 Steps to Driving Sales with Customer Insights." There are proven strategies to ensure the success of your voice of the customer (VOC) program: 1) identify what matters most to customers; 2) facilitate better business decision-making; and, 3) drive revenue. Here are the five ways to accelerate sales with cons...

Tom Smith

Tom Smith

7 Ways to Leverage Your Best Customers to Accelerate Sales

Do you know who your best customers are? Not the ones who spend the most. Not the ones who visit you most often. The ones that tell others about your products and services. The ones that rave about you on Facebook. You have prospects, customers, satisfied customers and "raving fans" or advocates. Your raving fans are your most valuable customers. T...

Tom Smith

Tom Smith

12 Questions to Empower Employees and Accelerate Sales

The Gallup Management Journal published an article entitled, "Involving Employees in Change." In it they discuss the positive correlation between engaged employees and the likelihood the employees will act in the best interest of their employers, as well as the productivity of the organization. They share the employee engagement hierarchy and the 1...

Tom Smith

Tom Smith

Answer These 12 Questions to Accelerate Sales

Engaged employees = engaged customers = more sales. Ensuring your brand is aligned with your customer experience is critical if you want your consumers to be engaged with your brand. Every interaction your customer has with every element of your brand (phone call into your company, use, seeing it in the community -- actual and online) has an impact...

Tom Smith

Tom Smith

5 Keys to Selling Services versus Products

To increase profits, stabilize revenue and provide an annuity stream, many product-development companies are seeing the benefits of providing services. Following are five key findings from B2B executives in product-development firms that are providing services: Listen to the customer. This is critical and difficult for a product-oriented company...

Tom Smith

Tom Smith

Consumer Insights on Reducing Churn in Telecommunications

This is another "real life" example of consumer insights improving business and accelerating sales by improving customer retention. By having one-on-one's and in-depth telephone interviews, in addition to paper surveys, we were able to get a good idea of what customers wanted in a cell phone provider. In 1992, the cellular industry was going throu...

Tom Smith

Tom Smith

8 Reasons to Create a Customer Bonding Program

I have developed and implemented numerous customer, and prospect, bonding programs for clients, channel partners and employers over the course of my career. The objective of the programs is to enhance the company's relationship with its customer or prospects, after the saleis made, since any successful business' most valuable asset is its current c...

Tom Smith

Tom Smith