10 Great Examples - Customer Service as a Powerful Sales Tool

Understanding the Sales Force

Last week, during my travels to Poland and back, I experienced how companies are using customer service as sales tools. In most cases, customer service tends to be vanilla, bland, and although professional in its approach, it is typically highly unspectacular.

United Airlines Uses Customer Service This Way to Impact Sales

Understanding the Sales Force

Understanding the Sales Force by Dave Kurlan Yesterday, I was returning from New Orleans on an airline I had previously decided never to use again. United is not the only company guilty of deplorable customer service. Customer service has a very important selling role.

A Missed Customer Service Opportunity

Partners in Excellence

Today’s delay is different, and a tremendous missed customer service opportunity on the part of United Airlines. I went to the customer service desk. It’s scheduled to arrive at 11:30PM and we are going to do our best to turn it around quickly and leave at 11:50.” (For those not used to airline speak as we road warriors know how to instantly decode. It’s not the customer service rep’s fault, I just want her to help me. “If

The True Value of Exceptional Customer Service & “Moments of Truth”

Jonathan Farrington

But today I want to discuss one of my most favorit topics – customer retention – because believe me, it is set to become the differentiator between success and failure for most commercial organizations. So what is the value of good customer service?

Stardate 1.0: Travel Lessons for the Sales Road Warrior

The Sales Leader

Every week I’m asked about travel tips, recommended hotels, airlines, and locations. Are you a sales road warrior?

The Bait and Switch

A Sales Guy

The bait and switch is when a company advertises a particular product at a particular price, then when the customer shows up to buy, they don’t have the product at that price. By charging the same price and not doing a better job at informing customers of the type of experience they are going to get is bullshit. Changing planes and therefore the experience with out notifying your customers is just dishonest and as my grandmother would say; “not on the up and up.”

Do Your Holiday Parties Project What You Preach?

Smooth Sale

Long ago, airlines went out of their way to ensure passenger comfort. Advertising for one airline did preach that it was the best way to fly.

United Could Have Avoided Dragging Passenger Off Plane

A Sales Guy

Look sometimes “rules” and “regulations” blind us to the most obvious and simple solution and this was the case for United Airlines this weekend. Typically, airlines ask for volunteers and offer some small stipend to passengers to volunteer. Customer Service

We All Want to Be Acknowledged (Tip for Sales People)

A Sales Guy

I had a brutal experience with United Airlines earlier this week. We’re gonna fuck up with our customers. Our company processes will frustrate and even screw over our customers. The customer HAS to believe we understand their situation.

Tone Deaf Executive Leadership Ignores What Customers Value

Increase Sales

The recent Tweet war between Delta Airlines and Ann Coulter reveals that Delta leadership does not know what their customers value. When customer pay for something, they expect what they pay for. Today, social media sites such as Twitter allow individual customers to have the power of the ink without any cost. To say Delta’s customer service was horrendous is an understatement. . Being tone deaf now has disrupted customer loyalty.

Why Sorry Isn’t Enough and What People Really Want to Hear

A Sales Guy

If you screw up and forget to show up for a demo, saying sorry doesn’t carry half the weight as acknowledging the fact, you wasted your customers time and how that impacted them. When an airline is delayed, the pilot’s apology, gives us little comfort. When a customer calls you and is upset, don’t explain why, don’t get defensive, don’t try and tell them why things happened and why it’s not your fault. Customer Service

Why Sorry Isn’t Enough and What People Really Want to Hear

A Sales Guy

If you screw up and forget to show up for a demo, saying sorry doesn’t carry half the weight as acknowledging the fact, you wasted your customers time and how that impacted them. When an airline is delayed, the pilot’s apology, gives us little comfort. When a customer calls you and is upset, don’t explain why, don’t get defensive, don’t try and tell them why things happened and why it’s not your fault. Customer Service

What is the total experience you are waiting for?

Leading Results Rambings

It’s a service economy. You are providing a service and it is the result of the service and the experience around the service that counts. Even the airline sends me a text when a flight is running late. This was not a good service experience.

Have You Recognized Your Company’s “Moments of Truth?”

Jonathan Farrington

Today I want to discuss one of my most favourite topics – customer retention – because believe me, it is set to become the differentiator between success and failure for most commercial organizations. So what is the value of good customer service?

Time to Move Beyond Increase Sales to a Highly Engaged Sales Culture

Increase Sales

Then what happens is other aspects of the business are ignored such as excellent customer service to just every day good business ethics (positive core values). A survey from Clutch (a B2B research company) targeted 1,000 US consumers and asked them to respond to one of these three questions regarding United Airlines recent negative PR incident: More likely to purchase a United Airlines ticket. Less likely to purchase a United Airlines ticket.

Jonathan Farrington's Blog ? The Value of Service & Those.

Jonathan Farrington

The Value of Service & Those “Moments of Truth” Published by Jonathan Farrington at 12:39 pm under General. Looking around, it’s easy to see how many companies have developed customer service strategies using the telephone. serviced offices.

Keys to Improved Sales Performance - Part 4 of 4

Understanding the Sales Force

United Airlines Uses Customer Service This Way to Impact Sales. Understanding the Sales Force by Dave Kurlan This is the third in a four-part series that will run this week. See Part 1 here. See Part 2 here. See Part 3 here.

Hits and Misses from Road

The Sales Leader

Traveling is great way to observe the best and the worst in sales and customer service. Hits: Air Canada Super Elite Concierge Service. Porter Airlines yummy snacks and wine for the flight home. Porter Airlines same day flight changes at the airport for no cost. Fun “feels like home” atmosphere and great service. Misses: Hilton Niagara serving powdered eggs to their guests on room service orders.

Collaboration for Mid-Market Sales Growth

Score More Sales

Many of the same ideas are rehashed daily within sales and customer service – and in accounting and operations. Think airline industry after 9/11. Imagine being around the same people and ideas every day.

Insights on Outbound Conference in Atlanta

Pointclear

Here is what I learned: Jeb Blount – Jeb is the bestselling author of eight books, including " Fanatical Prospecting " , and among the world’s most respected thought leaders on sales, leadership, and customer experience. I travel a ton, and the Southwest Airlines 737 feels like my personal Sales Force One.” Sales is NOT customer service.”. On April 13, 2017, I attended the #OutBound conference in Atlanta, GA.

What Air Crash Investigations Didn't Tell You About QF32 (Airbus A380)

Tony Hughes

This is an unlikely but true story about iconic brands being protected by an amazing airline captain , the power of social media, and how to create customer-centric culture. Link to my full white paper: Everyone Represents the Brand - How to Create a Customer Centric Culture.

Customer Success

The Sales Leader

Here’s the big fact: 98% of all dissatisfied customers were not dissatisfied because of a quality problem with the product or service purchased. Note that I said the customers “perception of how they were treated” – not how they were treated. It means that in some, maybe many of those cases, the employees involved actually treated the customers fairly, courteously and tried to do the best they could. A recent example is the airline industry.

Customer Success

The Sales Leader

Here’s the big fact: 98% of all dissatisfied customers were not dissatisfied because of a quality problem with the product or service purchased. Note that I said the customers “perception of how they were treated” – not how they were treated. It means that in some, maybe many of those cases, the employees involved actually treated the customers fairly, courteously and tried to do the best they could. A recent example is the airline industry.

How Do You Use Your Downtime?

Partners in Excellence

” Those few minutes waiting to see the customer. All that time traveling to and from the customer, all the spaces between those activities we have on our agendas. Do we have clear objectives and goals for the call and do these create value for the customer? I may check use my phone or tablet to look at the latest updates or news about the customer I’m calling on. Sales people always seem to be busy and on the “go.”

Film 85

Jonathan Farrington's Blog ? How to Delight Customers ? The ?What.

Jonathan Farrington

How to Delight Customers – The “What” and the “How”. The most successful; the most profitable; the “best to work for” companies on the planet, have an excellent customer care/service program in place ”. Customer service is no longer just a question of interpersonal skills.

[Part 3] Execute on Account-based Marketing: Value Selling to Stakeholders at Key Accounts

LeveragePoint

Good Value Propositions provide the 3 key ingredients of ABM for differentiated solutions by being helpful, specific and relevant , but the best Value Propositions for ABS are also robust to the challenges of live sales interactions with sophisticated customers.