Do you know what your customer's reasons are for choosing your product over that of your competitors? When was the last time you really explored what does, or doesn't motivate your customers buying decision?
Here's a good question to ask at your next executive level staff meeting: "What do our potential customers not like about our buying experience? The overwhelming majority of organizations do not measure or track what their potential customers dislike about their buying experience.
What matters is not the quantity of data a firm can amass but its ability to connect the dots and extract value from the information. This capability differentiates successful organizations for less successful ones.
Mini-Books = Big Results www.terrymckennabooks.com
What do your customer's value most from your business? Is it price, product selection, service, convenience, service offerings, etc.? What is it? You can't deliver what you don't know, and delivering the wrong thing is costly.
Mini-Books = Big Results! www.terrymckennabooks.com
LATTE: Listen to the customer, Acknowledge their compliant, Take action by solving the problem, Thank them, Explain why the problem occurred. Acronyms work because they're easy to remember, and if done right, provide guidance.
Just about everything you do in your business can and will be replicated by your competitors: price, products, promotions, and hours of operation. Consistently delivering great customer service is hard to replicate and therefore your best bet for differentiating your business. If delivering great customer service was easy it would be the norm not the exception.