Category Archives: Concierge Customer Service

226. Your VP for Customer-Value-Innovation’s Questions

Concierge Customer Service, Index

High-ROI, Sales-Management Calls?

You should only make calls:

  1. With top caliber reps who can: listen, take notes and follow with extra, new tasks.
  2. On three, high-leverage types of accounts.
  3. With the goal of taking all three groups – profit-core, target and big losers – to a next level by collaborating with the customers on improving how they buy.

Continue reading 226. Your VP for Customer-Value-Innovation’s Questions →

219. The Needs For Speed Vary By Customer Niche

Concierge Customer Service, Cost-to-Serve Math, Index

In General: Sooner is Better

When buying a commodity – with all factors being equal – quicker delivery or answers win.

Entire business niches have been created/dominated by fastest response (e.g. Dominos Pizzas). The fastest delivery is: already there! Think of – just in case, curated SKUs – stored in special cabinets or vending machines. (Who pays or shares in the cost of both the upfront design solution and inventory investment is negotiable).

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215. When and How Will Channel Reps Resume In-Person Calls?

Concierge Customer Service, Cost-to-Serve Math, Distribution Strategy, Index

Questions:

  1. Have you heard yet from an old-school buyer that: “Your competitor’s rep has resumed calls!”
  2. Will that be your alarm for resuming full-on, old-way selling?
  3. Are a few data points from old-school, lonely-buyers good market research?
  4. Has Zoomification increased some buyers “rep avoidance” preferences?
  5. How many – new, two-thumb, millennial, B2B – buyers want routine-calling relationships?
  6. Why not proactively survey key buying influences at most-net-profitable (and faster growing) accounts to find out how they want to resume the buying-selling “relationship”?
  7. What if some want, first: better, digital/virtual interactivity. Then, facetime as requested with someone different than the account’s traditional rep?
  8. Do buyers care about your traditional ways? Or: do they want and will get their new way?
  9. And, will pandemic-stressed customers be looking for ways to “buy better”?

Continue reading 215. When and How Will Channel Reps Resume In-Person Calls? →

196. Praise Tight-Wads: Get Smart!

Concierge Customer Service, Core Renewal, Index

2019 Survey Results on: “The Gratitude Gap”

  1. Glassdoor exit survey: “81% of people…work harder when their boss shows appreciation for their work. Only 38% report working harder when their boss is demanding” (Before they “exit”!)
  2. Millennials and Gen Z desire “expressions of gratitude” 3X more than folks in their ‘60s.
  3. Managers, who are stingy with praise, believe in one or more of 7 myths. What’s their cure?

Continue reading 196. Praise Tight-Wads: Get Smart! →

179. 2020 I.T. Plans? Lost Luggage Lessons (C*)

2020 Companies, Big Data, Concierge Customer Service, Index, Supply Chain Partners

American Airlines’ Lost-Luggage, Pain-Removal Solution

On a recent American Airlines trip, I turned on my cell phone as I landed at 10 PM. I got a text from American’s AI-bot alerting me that my checked bag did not make it to my hub-connection flight. There were also links for: filing my lost bag info and desired delivery address; and tracking the bag. Continue reading 179. 2020 I.T. Plans? Lost Luggage Lessons (C*) →