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Will You Add? - Improve Your Small Business Through the #4 Universal Funnel Law
Let's take a look at other components of a company name and how it is displayed. Look at several business cards you have collected. How many of them can you read easily? The ones I have generally highlight only one aspect of the company. For some it is the logo, others it is the company name and yet others it is the employees name. The ones that stand
Copyright 2005(c) Leanne Hoagland-Smith, M.S.
This article may be freely published. Permission to publish this articl
Of late, Outsourcing has taken the business world by storm. And why not undertake this process for any business when one can only have many advantages after undertaking this process for their business. For those who are involved with online business, they know what it takes to catch the attention of search engines and this is why they are very particul
W. Edwards Deming who is considered to be the father of continuous or quality improvement said “Profit in business comes from repeat customers, customers that boast about your project or service and that bring friends with them.” Deming truly understood the #3 Universal Funnel Law (http://ezinearticles.com/?id=92768) and recognized the importance of loyal customers and referrals within Universal Funnel Law #4.
Customer satisfaction is now a click away. Developing loyal customers who can provide repeat business and referrals is a critical success factor in today’s fast paced, technology driven, global marketplace. A customer relationship plan that is in alignment with the strategic business plan, the marketing plan and the sales plan and is consistently implemented and monitored would seem to be a “No Brainer” for any business. Yet, my 20 plus years of experience reveals just the opposite.
A recent survey released by MOHR Access of Ridgewood, NJ, confirms my experience that today’s customers are still experiencing poor customer service which suggests that the customer relationship plan is not working. The number one answer cited by shoppers at U.S. malls was “Not my department” closely followed by “If it’s not on the rack, we don’t have it.” I am sure that these retail stores have some customer relationship plan, but it appears that the implementation of the plan is lacking.
With many companies purchasing expensive software to monitor customer relationships and training them on how to use these tools, the challenge appears not to be the acquisition of knowledge and skills, but rather attitudes and habits. Michael Patrick, MOHR Access president stated: "What's really needed is to get employees committed ... to do their best, even when nobody's looking or listening.”
To bridge the gap between your customer relationship plan and the desired results that you as a business owner or manager are seeking requires you to develop your people to be truly committed to your customers and recognize that their role extends beyond customer service. Unless, of course, you still want to do the same thing over and over again hoping for different results and you are not interested in doubling your results.
Copyright 2005(c) Leanne Hoagland-Smith, M.S.
This article may be freely published. Permission to publish this article
I find myself dining more and more often in fast-casual restaurants instead of ones that offers full service (and I use that term loosely). Why? In addition to being more in control of the timing of my experience, I find the level of hospitality in many fast-casual chains equal to or better than many of the casual full-service restaurants - for less mo
Customer satisfaction is now a click away. Developing loyal customers who can provide repeat business and referrals is a critical success factor in today’s fast paced, technology driven, global marketplace. A customer relationship plan that is in alignment with the strategic business plan, the marketing plan and the sales plan and is consistently implemented and monitored would seem to be a “No Brainer” for any business. Yet, my 20 plus years of experience reveals just the opposite.
A recent survey released by MOHR Access of Ridgewood, NJ, confirms my experience that today’s customers are still experiencing poor customer service which suggests that the customer relationship plan is not working. The number one answer cited by shoppers at U.S. malls was “Not my department” closely followed by “If it’s not on the rack, we don’t have it.” I am sure that these retail stores have some customer relationship plan, but it appears that the implementation of the plan is lacking.
With many companies purchasing expensive software to monitor customer relationships and training them on how to use these tools, the challenge appears not to be the acquisition of knowledge and skills, but rather attitudes and habits. Michael Patrick, MOHR Access president stated: "What's really needed is to get employees committed ... to do their best, even when nobody's looking or listening.”
To bridge the gap between your customer relationship plan and the desired results that you as a business owner or manager are seeking requires you to develop your people to be truly committed to your customers and recognize that their role extends beyond customer service. Unless, of course, you still want to do the same thing over and over again hoping for different results and you are not interested in doubling your results.
Copyright 2005(c) Leanne Hoagland-Smith, M.S.
This article may be freely published. Permission to publish this articl
What does goal setting refer to in a career context?In a career context, goal setting can refer to several different things depending on your overall goals (obviously!) and what you are trying to accomplish in your career and in your life in general:Your goals might be short term or long term or a combination of both.
A recent survey released by MOHR Access of Ridgewood, NJ, confirms my experience that today’s customers are still experiencing poor customer service which suggests that the customer relationship plan is not working. The number one answer cited by shoppers at U.S. malls was “Not my department” closely followed by “If it’s not on the rack, we don’t have it.” I am sure that these retail stores have some customer relationship plan, but it appears that the implementation of the plan is lacking.
With many companies purchasing expensive software to monitor customer relationships and training them on how to use these tools, the challenge appears not to be the acquisition of knowledge and skills, but rather attitudes and habits. Michael Patrick, MOHR Access president stated: "What's really needed is to get employees committed ... to do their best, even when nobody's looking or listening.”
To bridge the gap between your customer relationship plan and the desired results that you as a business owner or manager are seeking requires you to develop your people to be truly committed to your customers and recognize that their role extends beyond customer service. Unless, of course, you still want to do the same thing over and over again hoping for different results and you are not interested in doubling your results.
Copyright 2005(c) Leanne Hoagland-Smith, M.S.
This article may be freely published. Permission to publish this articl
Over one-fourth of 2006 is history. What did you accomplished in this quarter of the year toward fulfilling your New Year's Resolution?If you are like most people you will have fallen behind in accomplishing your resolutions for 2006 or abandoned them entirely. That is a harsh reality, not easy to face. But it's not too late to make the ef
With many companies purchasing expensive software to monitor customer relationships and training them on how to use these tools, the challenge appears not to be the acquisition of knowledge and skills, but rather attitudes and habits. Michael Patrick, MOHR Access president stated: "What's really needed is to get employees committed ... to do their best, even when nobody's looking or listening.”
To bridge the gap between your customer relationship plan and the desired results that you as a business owner or manager are seeking requires you to develop your people to be truly committed to your customers and recognize that their role extends beyond customer service. Unless, of course, you still want to do the same thing over and over again hoping for different results and you are not interested in doubling your results.
Copyright 2005(c) Leanne Hoagland-Smith, M.S.
This article may be freely published. Permission to publish this articl
The aviation industry has suffered from some hard times recently. The September 11th attacks on the World Trade Center and the increased security delays at airports have put a strain on air travel. Despite these setbacks, the aviation industry is a growth industry and its place in an ever shrinking and global world is assured. In the coming years, in a
Copyright 2005(c) Leanne Hoagland-Smith, M.S.
This article may be freely published. Permission to publish this article, electronically or in print, as long as the bylines are included, with a live link, and the article is not changed in any way (grammatical corrections accepted).
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