2. Loyal clients lower the cost of acquisition. In a world where the cost of business has increased substantially and selling professionals scamper for new business, loyal clients reduce these costs and keep the lights burning.
3. Technology by itself does not increase customer satisfaction. Research illustrates that 70 percent of clients want personal communication with sales representatives and other company staff.
4. When products and price do not apply as key differentiators, service becomes imperative.
5. Clients tire of the throngs of selling professionals from one vendor. A lack of time, attention to detail, and interruptions require organizations to think differently about client visits and presentations.
6. The best tool for client satisfaction is a return toward the customer experience. This is a holistic approach from beginning to end. The experience with a client begins at the reception desk or at the first client interaction through purchase and into service or follow up, if needed. Customer experience is a continuum, not a moment in time. A happy client will tell others of their experience. Clients want to build relations with those they trust and respect, now and always.
7. Clients demand a single communication interface. Clients are too busy to be bothered by email, voice mail, and text messaging. Multiple communication tools meant to ease workflow have become ineffective for customer contact.
8. Clients need better information, requiring organizations to be proficient in cultural and generational issues.
Further information will be available upon report completion.
About Drew Stevens, Ph.D.
Drew Stevens, Ph.D, is known as the Sales Strategist. Dr. Drew creates more revenues in less time. He is the author of seven books, including Split Second Selling and Split Second Customer Service, and Little Book of Hope and is frequently called on the media for his expertise. Sign up for Dr. Drew's newsletter The Sales Strategist at (drew3-143901@autocontactor.com).
