What would it mean for your bottom line if you were able to build a team of 10, 50, 100, 1000 sales reps, for free? Imagine if each of those sales reps had a strong influence on the opinions and purchase behaviors of your ideal customer. Sounds too good to be true – passive traffic, leads, sales and revenue, on complete autopilot? Maybe not.
![]() The Power Of Brand AdvocatesThese folks are your most highly satisfied clients who share positive information about your products and services without being asked or paid to do so. They influence 20-50% of all purchases and generate over $6 trillion in consumer spending each year. Despite the value they bring to any business, there is a tremendous advocacy gap that exists today. In the US, 80% of companies are not leveraging advocates in their marketing campaigns, and worse, 58% don’t even know who their advocates are. |
Perspective
If you are going to help make your organization a World-Class Customer service organization, you must have a consistently great outlook. You must see opportunities where most do not. You must believe in the present and future. You must have charitable assumption of your Customers and confidence in your existing and future generation of employees. Too often, I come across people in management that have an extremely negative outlook on our world today, which tells me they and their businesses will be limited. When You Sound Old You Become Old
|
Filed under: Creating A World Class Internal Culture, Customer Service, World-Class Leadership
In Denial
Bain & Company, a business-consulting firm, asked leaders of 362 companies if they felt their companies delivered superior customer service. 80 percent believe that the service they provided was indeed superior. What these companies didn’t know was at the same time, Bain & Co. was surveying over 3,000 customers, asking them if they felt they received superior customer service. Only 8 percent of customers surveyed described their experience as superior. How can 80 percent of the companies think they are providing superior service, but only 8 percent of their customers agree with them? Who’s right?
|
Filed under: Creating A World Class Internal Culture, Customer Service, World-Class Leadership | Tags: Uber Service, World-Class Leadership
A few weeks ago the CEO of Uber, Travis Kalanick, apologized for cultural
![]() |
The 5 Things CEOs Regret Most On Their Deathbed
2.No one losing sleep at night over the CX – Over the last several years, one of the most often discussed topics continues to be, who is in charge of your brand’s customer? I am not talking about your call center, customer service reps, or customer support. Regardless of your company’s size, or business model, someone in your organization has to be in charge of the customer experience and all that goes with it. |
Mistakes Happen
|
What Your Customer Satisfaction Scores Are Not Telling You
What Your Customer Satisfaction Scores Are Not Telling You |