[vc_row][vc_column][vc_column_text]by Mark Landiak & Michael Janowski “Your service ******* sucks!” – Brad, 23, Chicago “We waited 45 minutes, and they still messed up our order. Don’t even bother with this place.” – Jessica, 25, New York City So you got a bad social media consumer review. Don’t panic. It’s not the end of the world (or your business). Not…
[vc_row][vc_column][vc_column_text]By Mark Landiak & Michael Janowski July 21, 2016 – Customer responsiveness (the time required and effort exerted to respond to a customer issue) is an undeniable priority (and differentiator) among many business spaces. WalkerInfo reports that by the year 2020, customer experience will overtake price and product as the key brand differentiator. This is especially the…
[vc_row][vc_column][vc_column_text]By Sophia Beirne & Michael Janowski July 12, 2016 – Even if it’s not the easiest task, creating an effective customer survey is definitely worth the effort. There aren’t too many feedback forms out there that permit us to gather such a considerable volume of data about a set of specific product-related questions. If you’re…
[vc_row][vc_column][vc_column_text]By Tess Pajaron June 20, 2016 – Finding the right employees takes a lot of time, money, and resources. It may be worth dabbling with different configurations and employee styles in other areas of your business, but customer service has to be perfect from the get-go. These are the people responsible for helping your business…
[vc_row][vc_column][vc_column_text] Industry Semiconductor – Communications Initiative Up-leveling the global sales and customer service force Business Challenge As told by Edward Hudson, Senior Director Human Resources & Organizational Development..”Our Global Sales SVP was the requestor / executive sponsor for this effort. One hurdle was that while he is steeped in high tech sales experience, he has…
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[vc_row][vc_column][vc_column_text] Industry Telecommunications Initiative Dealer Training / Channel Development Business Challenge In the early 90’s, Motorola 2-Way was searching for a way to help their 2-Way Dealer Channel to grow. The channel was comprised of approximately 1,000 dealers nationwide. Dealers were set up to service and sell Motorola 2-Way Radio Systems. Technology was changing so…
[vc_row][vc_column][vc_column_text] What would you do if you were meeting your numbers and your president told you he wanted a 20% increase in sales? Article submission to the Journal of Management Advisors Every day, so called “consultants” waltz into businesses like yours with promises to solve sales productivity problems, and boost sales and profitability. You gaze…
[vc_row][vc_column][vc_column_text] Industry Information Management Services For Automobile Dealers Initiative ADP Support Network-Virtual Call Center Business Challenge ADP had 13 regional customer service centers providing phone support to customers. Each center operated differently and service delivery was inconsistent with no standards across the national network. There was no centralized database or centralized phone system to support…