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.
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:
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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.
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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.
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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.
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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.
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