Comments on: Follow The Money http://www.infusionblog.com/customer-service/follow-the-money/ Marketing Tips, Marketing and Sales Automation, Company News Sat, 22 Nov 2008 10:47:52 +0000 http://wordpress.org/?v=2.6.3 By: Alex Kollitz http://www.infusionblog.com/customer-service/follow-the-money/#comment-3722 Alex Kollitz Wed, 19 Nov 2008 19:57:13 +0000 http://infusionblog.com/?p=44#comment-3722 I think something that is to be measured, especially something as objective as customer loyalty needs much more than a thumbs up or thumbs down. Why? Simply because people define customer loyalty differently and you need to understand what those definitions are so you can create action specific plans to address them. Another drawback of the thumbs up thumbs down is it doesn't give any sense of trend. When a customer has a solution that they have invested a lot of time and effort into, it's going to take a lot of dissatisfaction for them to change to a different solution. A thumbs up could mean "Well, it's good enough for now!". With finer granularity of a customers loyalty, you will be able to immediately spot a trend and react to it before it becomes a large cancer that is untreatable. Let me give an analogy. When you take a shower, do you want to know if the temperature of the water is all the way hot or all the way cold? In this case you are in charge of the faucet, and you're asking the customer if the temperature is good or not good. How do you know which way to turn the faucet and which direction, or how much pressure they need? You don't know this until you craft more specific questions so you have an idea of how to respond. The faster and more precise the feedback, the faster you can correct issues and keep the customer on the VERY happy side of things. In my opinion, it is the ounce of prevention, the active involvement, that keeps most customers happy, when they get to the point where they give you a thumbs down, it may well be too late as they really have been dissatisfied for a while and were just trying to make things work, thumbs down means they have given up and you have failed. Doesn't have to be fancy, just relevant and accurate. Alex Kollitz http://www.ezprintsite.com I think something that is to be measured, especially something as objective as customer loyalty needs much more than a thumbs up or thumbs down. Why? Simply because people define customer loyalty differently and you need to understand what those definitions are so you can create action specific plans to address them.

Another drawback of the thumbs up thumbs down is it doesn’t give any sense of trend. When a customer has a solution that they have invested a lot of time and effort into, it’s going to take a lot of dissatisfaction for them to change to a different solution. A thumbs up could mean “Well, it’s good enough for now!”. With finer granularity of a customers loyalty, you will be able to immediately spot a trend and react to it before it becomes a large cancer that is untreatable.

Let me give an analogy. When you take a shower, do you want to know if the temperature of the water is all the way hot or all the way cold? In this case you are in charge of the faucet, and you’re asking the customer if the temperature is good or not good. How do you know which way to turn the faucet and which direction, or how much pressure they need? You don’t know this until you craft more specific questions so you have an idea of how to respond.

The faster and more precise the feedback, the faster you can correct issues and keep the customer on the VERY happy side of things. In my opinion, it is the ounce of prevention, the active involvement, that keeps most customers happy, when they get to the point where they give you a thumbs down, it may well be too late as they really have been dissatisfied for a while and were just trying to make things work, thumbs down means they have given up and you have failed.

Doesn’t have to be fancy, just relevant and accurate.

Alex Kollitz
http://www.ezprintsite.com

]]> By: Mike Stone http://www.infusionblog.com/customer-service/follow-the-money/#comment-754 Mike Stone Wed, 09 Jan 2008 00:19:24 +0000 http://infusionblog.com/?p=44#comment-754 Without the customers we have no business. When I get a new customer ,I send them a follow-up letter asking them how I did.I send them a short questioner on how they liked my services. When you get an inquiry I always follow up with a short letter about my business. By doing this you will give your potential lead a reason to call you. I sell Stairlifts in the New York Areas. Check out my partners page and click on my websites to see how you can increase your business with identicle sites to drive up more traffic. Mike Stone - Divine Design USA www.LongIsland-Stairlifts.com Without the customers we have no business. When I get a new customer ,I send them a follow-up letter asking them how I did.I send them a short questioner on how they liked my services. When you get an inquiry I always follow up with a short letter about my business. By doing this you will give your potential lead a reason to call you. I sell Stairlifts in the New York Areas. Check out my partners page and click on my websites to see how you can increase your business with identicle sites to drive up more traffic. Mike Stone - Divine Design USA http://www.LongIsland-Stairlifts.com

]]> By: music http://www.infusionblog.com/customer-service/follow-the-money/#comment-724 music Mon, 07 Jan 2008 01:13:53 +0000 http://infusionblog.com/?p=44#comment-724 very interesting. i'm adding in RSS Reader very interesting.
i’m adding in RSS Reader

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