Category Archives: Concierge Customer Service

121. Full-Employment Woes? Reinvent Service-Value!

Nov 2, 2018 Employment News

 250,00 new jobs were added to the economy in October. Unemployment dropped to 3.7%: a 40-year low. Yearly wages increased 3.1%: the biggest gain since the financial meltdown 10 years ago. The best young employees are starting to job-shop and hop. Besides more pay, smart ones want:

  1. A believable and engaging vision, strategy, and culture – that will reward all stakeholders.
  2. And, personally: job security, pride, education, growth – all with great team satisfaction.

Continue reading 121. Full-Employment Woes? Reinvent Service-Value!

119. Will Commissioned Reps Be Un-Bundled?

Traditional-Markup, Service Bundles

Many distributors mark-up goods to hopefully cover the costs of their “free services” that come with the product. These include service-costs like: outside and inside reps, fulfillment, delivery, free returns, and trade credit.

What happens when digital-buying millennials increasingly take over B2B buying, and they find lower prices for equal or better goods from online sellers (with zero outside and inside rep costs)? Continue reading 119. Will Commissioned Reps Be Un-Bundled?

117. Customer Centricity Quiz

How Customer-Centric Is Your Firm (Branch)?

Amazon’s mission: be the “Earth’s most customer-centric company”. And, they increasingly are!  Your firm can grow faster and more profitably through next-level, customer centricity.  How? Make sure all employees can answer and act on the following questions. Continue reading 117. Customer Centricity Quiz

115. Selling Millennial – B2B, Self-Serve, Digital Buyers

Millennials? Digital-Buying Preferences?

Millennials are presently: 20-36 years old; involved in 85% of B2B purchases; the final buying authority 35% of the time, and will be growing past 50% by 2020. Their Amazon (AMZ) phone app is (statistically) their most valued and frequently used. They want their Amazon B2C buying experience at the office. AMZ owns your Next Generation Customers (NGCs)

Reps, Distributors, Master Wholesalers, Manufacturers: will you ally to be first with solutions for your NGCs needs?   Continue reading 115. Selling Millennial – B2B, Self-Serve, Digital Buyers

112. Investment News for Winning at Cloud Ecommerce in 2021

Who Will Control Millennial Buyers’ Clickstream In 2021?

Millennials are now: 19-36; glued to their smartphones; overwhelmingly Amazon Prime Members; and rating their Amazon App as most valuable and frequently used.

They want their Amazon B2C shopping experience on the job. 73% of all present, B2B buying decisions involve a millennial. 33% of final purchasing decisions are made by a millennial (and climbing!).

Whoever controls Millennials’ digital shopping journeys in 2021 can capture and monetize their clickstream data. Will all verticals that sell anything to Millennials be paying advertising fees to AMZ? Recent news suggests: not without a battle for eyes.    Continue reading 112. Investment News for Winning at Cloud Ecommerce in 2021

111. Re-Tune Your Vision, Strategy, Analytics, and Culture

Problem: Most Distributors Can’t Do Needle-Moving Change

B2B Cloud Commerce will be shaking business models in most channels by 2021. But, many distributors can only fine tune their past. Why? Check the fuzz factor on these four vitals: vision; strategy; innovation metrics; and can-do culture.

A Vision That Engages All Employees (and Stakeholder Groups)

What would employees think if you told them that: Continue reading 111. Re-Tune Your Vision, Strategy, Analytics, and Culture