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What is the simple question you can ask your customers that will enable you to build loyalty, increase the amount they spend with you, and make it ever so difficult for your competitors to win them away from you? How many times has someone sent you a customer satisfaction survey and you’ve just thrown it in the bin? Don’t feel guilty- just about everybody does it. For this reason questionnaires do not work. That’s why we don’t use them.
What is the most important thing you should know about account management if you want to build your business without spending a fortune on marketing? Account management is all about profitably cultivating relationships with customers- everybody tries to do it but few people do it right. When you are doing it right you can thank your lucky stars that most of your competitors aren’t – because it suddenly becomes very easy to steal customers from them. If the tables are turned of course you valuable customers are being drained away.
How do you effectively monitor a sales-force in next to no time at all? Sales forces are very expensive toys. Most of the despite the huge cost are not being effectively monitored. Sales are certainly monitored, and profits may be, but what about the effectiveness of managing the customer base so that it’s potential can be achieved?
What is the one single thing that will build the contentedness of your workforce without costing you a penny? Give people a rise and it’s forgotten about in a fortnight. Put them on a bonus scheme and they become demotivated when bonus is down because they don’t think it’s their fault. Run a competition and most people feel they can’t win because of circumstances and feel worse.
What is the most powerful tool that your sales-force can use to win more business? There comes a time in the sales meeting when they have found out about the potential customer, found out exactly what their needs are (hopefully!) and its time to start selling. How do they tell the client about your business. With a PHCT Killer Presentation the going could be a lot easier.
What is the easiest way of convincing your competitor’s customer to switch to you? Most people think the best way is to undercut them. Before you know it you’re in a price war and everybody loses. The customer loses because their level of service is probably going to have to fall. We can probably show you a much better way.
With PHCT you can get the answers to the above and much more enabling you to help your business achieve its potential. Contact us now for further info.
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They say it costs ten times as much to find a new customer as it does to hold on to one you’ve got.
But do you spend this money on keeping your customers?
Do you know how this money should be spent?
Sadly most businesses are wasting a fortune by not doing what needs to be done to make their customers likely to stay with them and buy even more in the future.
The answer is quite simple and at PHCT we have the experience to make it happen for you. We can show how to not only hold on to your customers better but to build the amount they are spending with you.
It’s all about satisfaction and communication.
Customer satisfaction
A truly satisfied customer is vey unlikely to go elsewhere and is likely to recommend you to a friend or colleague. Most business people I talk to tell me they have very satisfied customers, but when I ask how they know they generally say something like “Our customers are very loyal”.
When I ask how loyal I usually get a blank look.
When I ask what is being done to build loyalty it generally becomes clear that there is no strategy for maximising this fabulous resource.
It really is not good enough to say “We don’t get many complaints.” Most customers need to be pretty dissatisfied before they make a complaint. They often leave well before they get to that point.
We need to measure customer satisfaction and keep measuring it. But how is it done?
It’s certainly no good sending out surveys because hardly anybody sends them back. We have solved this problem in a way that measures customer satisfaction and builds loyalty at the same time.
Keeping in touch with customers is obviously vital, but how is it done and how often.
Clearly the best way to keep in touch varies from business to business and we can help you find the optimum combination. More important perhaps than how you keep in touch is how often you keep in touch.
A common way of falling down is to go for the one size fits all approach, so all customers receive communication with the same frequency. This is clearly not the cleverest way of going about it as it will be too frequent for some and not often enough for others.
Most companies do have their salespeople call more often on regular high value customers, but all too often there is no strategy involved- it’s simply left to the salespersons initiative. They need more help than that. They need a system that tells them how frequently each individual customer needs to be communicated with by which methods.
Customers you already have can probably be more profitable than the ones you are trying to win from your competitors. You need a lot of promotions and general effort to get new ones, and all that cost comes straight off the bottom line. Long established customers also tend to buy more. Once there is an effective customer retention process working you may find that you can cut back on marketing for new customers significantly. Many of our clients stop looking for new customers entirely for a time when they introduce the system so that the can concentrate on getting more from what they’ve got.