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Use Customer Service as a Revenue Tool
A recent study done by New York Stock
Exchange (NYSE) CEO Report from 240 public companies in over
20 countries worldwide said that half of the CEOs believe that if they improve
the quality of their customer service to their current client base, it
would lead to increased profitable growth in the future.
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Is your service department a management tool to grow
your business?
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Is your customer service business an expense center?
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When was the last time you did a service/support audit of customer
satisfaction?
Provided to Paul
DiModica by eMarketer.com under contract.
Provided to Paul
DiModica by eMarketer.com under contract.
Remember prospects have no loyalty and customers
only have some.
5 Ways to Turn Service Into a
Revenue Capture Department
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Customer service is business intangible that no one can see but yet it
is judged every day. To increase your success with clients in a value forward
approach so that customers believe your quality, send your customers
a written monthly report using colored graphs on how your support has performed.
By doing this, you communicate to your customers on a regular
basis your business value three dimensionally.
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Always productize your service offerings and upgrade options into packages
so they are digestible for buyers.
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When working with corporate clients, always give them an annual
support report (typed). If they are a large company, make it an on-site
visit; if they are a smaller company, do
a webinar recap. This will help to reinforce your business value.
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To help your prospects experience your business value, offer
your clients a complimentary customer service course explaining "best
practices" for seeking
help from your support team and
how to maximize their success with your product or service. To make this
program simple to send, use an "auto-responder" software
package which allows you to send a series of sequential emails
on a timed basis.
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Send your clients a complimentary monthly support newsletter
giving user tips. Cross-sell and up-sell (outside of the tip content area
of the newsletter) new product and service offerings with longevity promotions
for upgraded contracts.
"There is only one boss. The customer. And they
can fire everybody in the company from the chairman on down, simply by spending
their money somewhere else." Sam Walton, Founder of WalMart
Writers Resource Box
| Paul DiModica is the author of the best-selling
books: Value Forward Selling, Value Forward Marketing, and Sales Management Power Strategies.
He is founder of Value Forward Group and addresses
thousands of executives each year on the subjects
of sales, marketing and strategy, including
executives and staff of Wells Fargo, Lanier Corporate, Adobe, IBM, Tyco/American Dynamics, Navitaire and many others. His content-rich
workshops and strategy sessions on leadership, sales, management
and marketing bring about immediate changes
and long-term results. For more information, visit http://www.valueforward.com |
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