22 Posts Found

Obviously, a customer service department is needed, but the traditional customer service mentality needs to be replaced by a tribal mentality.

Employees from all levels of the business should actively be making connections with customers. Not just when a customer is having trouble, but through every phase of business. Here’s a great idea: Each day, allow one randomly selected customer service phone call or email to … [ Read more ]

Author: Ed Welch | Source: “Learning to View Your Customers as a Powerful Tribe” | Original Publication: ChangeThis | Subject: Customer-Related

Keep competitors off guard by avoiding the obvious. For instance, the usual reaction in a downturn is to tighten customer payment terms and increase collection efforts in order to boost cash flow. Instead, consider giving your most profitable customers or target accounts more lenient payment terms in order to capture more of their business. Make terms stricter for less attractive accounts. You’ll likely find that … [ Read more ]

Author: Udo Jung | Source: “Winning in a Downturn: Six Actions to Take Now” | Original Publication: Boston Consulting Group | Subjects: Customer-Related, Finance, Management