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Michael Casey

Pressing Ahead

By Michael Casey

About Michael

Michael Casey is the founder of Survey Advantage and strategic partner with several printer associations and franchises. By leveraging information from a printer’s estimation and production software, Mike’s business has helped hundreds of printers automate their customer feedback and lead generation process. He may be reached via e-mail or (401) 560-0311 ext. 103. Read printer case studies on the Survey Advantage Website.
 

Five 'Must Haves' to Win Big Deals

For most printers they put a radius around their shop and look for any business within that territory. Do the same thing online so they find you in that online radius. It is now the cost of doing business. If you can’t do it yourself, find someone. Many companies out there will manage this for you, but make sure to do a background check on them! Make sure they are covering all THEIR bases.  Read More >>

Industry Centers:

Five Important Reasons Why You Should Survey Your Customers

Surveying helps preserve your brand on social media review sites. Surveying is a customer early warning system. If you are getting timely feedback, you are able to react before customers leave negative comments on social media sites. Customers now have the upper hand.  Read More >>

Industry Centers:

How’s Your Customer Satisfaction? Do an Employee Survey

If employees are happy, they will enjoy working there, and the end result is that customers see the benefits as well. Don’t be afraid to hear what your employees have to say. Most companies fear the worst, but these fears are unfounded. If done right it can be a very positive experience.  Read More >>

Industry Centers:

5 Must Dos When Responding to Print Buyer Feedback?

You must acknowledge every customer filling out your survey. If you don’t, expect your future response rates to drop like a rock. If you’re strapped for follow-up resources consider leveraging a standard e-mail template and personalizing to reference something unique in the response. The goal is to acknowledge you to read their response and that you care.  Read More >>

Industry Centers:

Ever Get Blamed for a Competitor’s Mistake?

Eric Pearson of Technaprint in Portland received a poor survey alert last week. He called the customer immediately and after listening to the person vent, Eric patiently explained that he had never done a label order for the buyer.  Read More >>

Industry Centers:

Speed and Accuracy are the Top Drivers of Buyer Loyalty

Reviewing a sampling of the 12,000 print buyer surveys revealed that speed and accuracy are mentioned consistently when praising or complaining about their buying experiences. Their jobs are on the line and you must make them look like heroes—to their bosses, peers, staff and customers.  Read More >>

Industry Centers:

Five Tips for Using Surveys to Retain Clients

Do you know how loyal each print buyer is to your business? Don’t wake up and find you’ve lost a customer. Here are five things you may want to consider in setting up an effective process for getting client feedback.  Read More >>

Industry Centers:

Six Customer Service Areas to Check

Conducting a customer service process audit will enable you to do a deep dive into your operation to understand the customer experience firsthand. Try to live in the customer’s shoes. Here are six items you can quickly check:  Read More >>

Industry Centers:

Execute a Mediocre Plan in 2012. It Works

At first, all indications pointed toward a failing business, but the more I learned, the more my admiration grew. The lesson learned is that you are better off executing well on a mediocre plan vs. over planning or executing poorly against a great plan.  Read More >>

Industry Centers:

Identifying Customer Service Reps Who Just Get It

Each month, I read hundreds of my printer clients’ buyer surveys and the same CSR names come up in the comments. Print buyers go out of their way to rave about the service they received on their last orders.  Read More >>

Industry Centers:

Do You Have the Guts It Takes to Fire 800,000 Customers?

Do you have the guts that Netflix has? Are you up to firing some of your low-margin customers? By changing its pricing, Netflix didn’t shed the expected 600,000 customers, but 800,000 instead. Funny thing is, its profitability rose 65 percent during the recent quarter.  Read More >>

Industry Centers:

Four Customer Service Experiences to Learn From

As you approach 2012, it may be a good time to think about your culture, policies, hiring practices, purple cows, and how you magnify these during customer interactions to wow them on every transaction.  Read More >>

Industry Centers:

5 Ways Printers Can Keep that Fire in the Belly

Maturing owners may need to give themselves a pep talk to prepare mentally for one last business push that will take them through the next 10 or 20 years. I know it stinks that many maturing owners are having to push their retirements out a few years this late in their careers.  Read More >>

Industry Centers:

First Impressions Make or Break Deals

Print buyers and prospects are watching you. How do you know if your house is in order? Are you prepared to court new business? Let’s start with the basics. Today, I called a customer and heard “Hello.” That was it!  Read More >>

Industry Centers:

5 Things to Consider When Raising Prices

Raising Prices? Think your customers will notice? Printers can learn a ton from the recent Netflix price increase. Netflix is taking a gamble with a bunch of loyal, but less profitable, customers. No one knows how many will walk.  Read More >>

Industry Centers:

Good, Bad and Ugly Customer Contact Practices

After getting my fifth useless e-blast from a vendor partner this week, I started opting out of everything I received from my vendor partners because of pure frustration. I buy from them, but they hit me too hard with thoughtless messages.  Read More >>

Industry Centers:

Printer or Broker? The Lines are Blurring

Last week, I had the pleasure of spending a few days with several printer owners successfully diversifying beyond print. The interesting thing was, these were small companies lacking the resources to build marketing teams in-house. They are aggressively reinventing their companies into brokers.  Read More >>

Industry Centers:

Dan the Print Buyer is Cutting $30K from Print Budget

Are you ready when your Dan does this? Here is Print Buyer Dan’s post today to his 30,000 peers who are on a listserv with me. Pretty scary stuff if you only offer print and mailing services.  Read More >>

Industry Centers:

Have One or Two Big Customers? Beware!

Last week, I decided to call a printer I started speaking with back in 2007. This company was in Huntington Beach, CA. That’s right, WAS. When I met the owner, the shop really only had one big customer that represented about 80 percent of its business.  Read More >>

Industry Centers:

It’s not Your Fault the Job is Late...Think Again!

Often it is NOT your fault a job is late, but the customer is always right. A little humor goes a long way in a stressful situation. Both customer and printer are responsible for hitting deadlines and keeping in sync.  Read More >>

Industry Centers: