7 Ways to Leverage Your Best Customers to Accelerate Sales

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

Positive Customer Experiences Accelerate Sales

Great study from Forrester Research entitled, "The Business Impact of Customer Experience, 2013." In the study, Forrester finds a strong positive correlation between consumers' ratings of a firm in their Customer Experience Index and consumers' willingness to buy from the company again (0.71), as well as the likelihood to recommend that company (0...

Tom Smith

Tom Smith

Think Twice Before Cutting Prices to Accelerate Sales

It is unwise to pay too much, but it’s worse to pay too little. When you pay too much, you lose a little money. When you pay too little, you sometimes lose everything, because the thing you bought was incapable of doing the thing it was bought to do. The common law of business balance prohibits paying a little and getting a lot -- it can’t be ...

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

3 Drivers of Customer Satisfaction . . .

. . . and how to address them in the most cost-effective manner. The three primary drivers of customer satisfaction are: Response time -- the time it takes for the customer to get a response from a qualified person (i.e., someone who is going to attempt to resolve the issue) Resolve time -- the time it takes for the customer to get the issue resol...

Tom Smith

Tom Smith

4 Keys to Engaging Customers to Accelerate Sales

With the growth of the internet and the advent of social media, the customer is in charge of the relationship with product and service providers more than ever before and their expectations are greater than ever. Customer service continues to generate greater revenue. A 2012 study by American Express showed 66% of customers are willing to spend 13...

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

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

8 Traits of Customer-Centric Companies

Do customers come first in your company? Do you view all of your product offerings and communications from your customers' perspective? Do you talk to you customers about what they like about your products and services, and more importantly, what they don't like? Do you know why your customers buy from you rather than your competitor? Do you and yo...

Tom Smith

Tom Smith

Improve the Customer Experience to Accelerate Sales

Customer experience is the collective value of all interactions with a company's employees, products and services. Customer experience begins with the first exposure to the brand -- advertising, earned media (P.R.), social media, website, employees. We all know the power of first impressions. A customer's first exposure to your brand will create ...

Tom Smith

Tom Smith