Business Directory for Business Information | Richmondjwj.org

CRM: Keeping Customers Loyal

Customers are now in charge. Thanks to the growth of the Web, it is easier than ever to comparison shop and switch from one business to another with the click of a mouse. However, research has found that in the online market, customers yearn for trustworthiness more than ever.

Customer relationships are a company’s most valuable asset – worth more everything else combined as no customers = no business. Getting and keeping more customers who stay with you longer is crucial. If your customers are loyal to your business, they will be much more likely to choose you over your competitors. Loyal customers will be much more likely to tell their friends about you. Loyal customers spend more and bring in even more new customers. Loyalty is immensely valuable. Research has shown that a 5 percent increase in customer retention rates results in a 25 percent to 95 percent increase in profits.

It’s easy to say customers are our most important asset but turning CRM strategy into bottom-line results is hard work. It means winning the battle for customers’ hearts and minds every day, with each interaction at every customer touch point. Long-standing relationships only arise from trust gained over many transactions and by customers’ belief that the company wishes to keep them around rather than drive them away.

Creating a customer-focused company starts with the definition of a CRM strategy, which must then be filled out with new work processes, organizational changes, and even a revamped corporate culture.

To create customers for life, customers who will become advocates with the perception (and don’t forget that perception is reality) they need to believe that you do what’s best for your customers, not just what’s best for your bottom line.
Read the rest of this entry »

Creating a New Standard of Excellence – Six Things You Can Do

Recognizing that the time had come to replace our hot water heater, my wife called our plumber to schedule an appointment. She placed the call at about 11 a.m. When the agent asked, “Would you be available between one and three?” Lori asked, “Which day?” The agent replied “Today of course.”

Hearing a strange noise coming from our furnace, another call was placed. Again, the appointment was made and the problem was solved the same day. (Are you surprised that the furnace and the plumbing company have the same ownership?)

Earlier this week my wife had a problem with her knee and after seeing our family doctor she was referred to a knee specialist – a specialist considered one of the best in Indianapolis. When she called for an appointment, I feared the worst. Instead, she had an appointment within 24 hours.

My guess is that as you read each of these short stories. You are surprised at the service we received. The fact is, this level of service should be the norm, but sadly isn’t. Our experience has lowered the expectations of most of us.

The Good News

The good news in these examples is that it is easier than ever to stand out. When you are good, people will notice. When you are excellent, they will rave.

This goes for us personally, professionally, or as an organization.

Below are six steps that you can take to continue to raise your own standards of excellence. These steps will make it easier than ever to stand out, be noticed, and have greater levels of success and satisfaction.

What You Can Do

1. Get a current check on performance. Talk to those you served, whether your family, coworkers or Customers. Find out from them, how well you are doing in meeting their expectations. Listen to their feedback. Don’t justify your current performance or blame others. Simply listen.

2. Determine the standard they want. Again, ask your Customers or those you serve for their input. Listen to their needs, wants and hopes.
Read the rest of this entry »

Contracts For Your Customers, Ink It On Paper

When you’re dealing with customers, sometimes things can go wrong. It might be your fault, it might be their fault or it might be no-one’s fault — but if you didn’t make a contract, then you’ll all suffer.

Why Do I Need Contracts?

A contract gives you a sound legal base for your business, and some guarantee that you’re going to get paid for your work without you having to ask the customer for payment in advance. In the event of a dispute, the contract lays down what the agreement was so that you can point to it and say what was agreed. If you ever end up having to go to court (let’s hope you won’t), the contract is what the judge’s decision will be based on.

Without a contract, you leave yourself vulnerable and open to exploitation. Someone could claim that the terms they agreed with you were different to what you say they were, or that they never signed up for anything at all and so they won’t pay. It’s especially common to see big businesses mistreat small ones, thinking that they won’t have the knowledge or the money to do anything about it. Essentially, contracts take away your customers’ ability to hold non-payment over your head, and give you the ability to hold it over theirs instead.

Written and Verbal Contracts.

It is important to point out the distinction in the law between a verbal (spoken) contract and a proper, written one. A verbal contract is binding in theory, but in practice can be very hard to prove. A written contract, on the other hand, is rock-solid proof of what you’re saying.

You might think that you’re never going to get into a dispute with your customers, but it’s all too common to find yourself in a little disagreement. They will often want to get you to do some ’small’ amount of extra work to finish the job or make it better, not realising that doing so would completely obliterate your profit margin.
Read the rest of this entry »

Contact Center Consultants

In the Internet-driven world of today, contact centers have become a very resourceful facility for businesses around the world. Big companies are readily putting up contact centers to channel their customer care needs. Contact center consultants specialize in providing vendor-neutral information on various aspects of call centers, like call center software, operating equipment and relevant data systems.

Contact center consultants are valuable for setting up both small and big contact centers. They advise the firms on using the right technology, latest practices, and complete evaluation of the available resources. These inputs are very important for companies who want to evaluate and consolidate their present centers, and for those who are just starting out.

Like every organization, people form the core of these centers. Skilled, self-motivated people are what employers are looking for. Contact center consultants develop and improve the employee’s performance and increase the output of the center through agent error reduction, training and development. Counseling desks are regularly set up for stressed-out employees who are then encouraged to give their best.
Read the rest of this entry »