10 Ways to Build an Honest Brand to Accelerate Sales

10 Ways to Build an Honest Brand to Accelerate Sales

Customer trust in businesses is languishing to non-existent. Trust is essential for customer loyalty and profitability Customers want to know they are dealing with a reputable company, one that won’t take advantage of them: Amazon lets you know you’re about to buy a book that you bought just three months before and reminds you of that purchase...

Tom Smith

Tom Smith

Why Don’t Your Customers Want to Talk to You?

Are you providing a product or service that addresses a problem or concern of your customer? What's driving you to buy our product? What problem are you trying to solve? Have you used our product before? How's our service? What can we do to improve our product or service? A lot has been written recently about how customers don't want to have a ...

Tom Smith

Tom Smith

12-Point Customer Manifesto to Accelerate Sales

Great post from Barry Moltz in a recent edition of SmartBrief Jobs on "How to Make Customer Service Easy for Your Employees." Offering great customer service is hard. The definition of what it is exactly changes from customer to customer and from situation to situation. This makes it especially difficult for employees who try to apply their compa...

Tom Smith

Tom Smith

Improve Customer Experience to Accelerate Sales

A lot more money continues to be spent on demand creation and lead generation than on improving the customer experience or customer satisfaction. Yet a satisfied customer will spend more with you, more frequently and have a higher total lifetime value to the company -- B2B or B2C. So why don't more companies spend more time, and money, trying to pr...

Tom Smith

Tom Smith

Customer Experience Is King

81% of customers are willing to pay more for a superior customer experience. 89% of customers switched brands after a poor customer experience. 20% of annual revenue is lost due to poor customer experiences. 93% of business executives say improving customer experience is one of their top-three business priorities. 18% expect to increase spending o...

Tom Smith

Tom Smith

7 Ways to Improve Your (Company’s) Reputation

We know consumers place greater importance on the perception of the company offering the products and services than the perception of the products and services themselves. As such, whether you are working for a large, medium or small business or you are a single-person business, you need to worry about your, and your company's reputation. Here are...

Tom Smith

Tom Smith

Top 10 Reasons for a Poor Customer Experience

In a survey from BIGinsight.com, more than 6,000 consumers were asked to write in the name of the store that they believe provided the worst service – and the reason why. The survey was fielded among adults 18+ and results are available by gender, age, generation and 12 different classifications of store type. The top 10 responses, and percentag...

Tom Smith

Tom Smith

4 Steps to Empower Employees to Become HEROs

HEROs are “highly empowered and resourceful operatives.” According to Experian 73% of 70+ are active on social media and it rises to 98% for the 18 to 24 segement. You Tube has more than 1 billion unique viewers every month. You Tube is now the second largest search engine next to Google. Forrester estimates 56% of American households alre...

Tom Smith

Tom Smith

6 Steps to Improve the Customer Experience

John Tschohl is the president of Service Quality Institute which works with companies to create a service culture by providing ongoing service training every four to six months to keep employees engaged, learning and informed. He has six steps for creating a service culture to improve the customer experience: Understand you're in the service busi...

Tom Smith

Tom Smith

85% of People Want to Manage Their Finances in One Place

Will your financial institution be that place? Be easy to do business with. Engage with customers on an emotional level. Even customers of financial instituions buy with their emotional mind versus their rational mind. People don't like it when you make them use their brain. If you're just differentiating with rates, you're not differentiating. ...

Tom Smith

Tom Smith