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Digg it UP - Cross-Selling – It's About Connecting with Customers
Are you getting the proper return on investment of your advertising dollar? Do you feel that your marketing dollars and advertising expenditures are getting the results that you want? How do you track your advertising and marketing dollar expenses? Do you survey customers to make sure how they learned about your products or services?Have you considered the ratio of advertising dollars to new customers? Are you sure that your advertising dollar delivery is sending the proper message to your target market and potential customers? What methods do you have a place for tracking advertising and marketing dollars? Do you have a sophisticated system or are you relying on the data that the last advertising representative or account executive gave to you?If you were an advertising salesman what kind of data would you want to give to your customers and businesses
With 2.1 million customer service representatives in the US (5) handling billions of customer calls annually, inbound customer service calls pr
Well I have been looking at some data from 2000 and 2001, economic data. And some of the hot trends then are certainly changed now. For instance in August of 2000 in Chain Leader News for QSR-Quick Service Restaurants, national sandwich chains were losing market share to independents, nearly 41% over the previous two years and as much as 9.1% in the first and second quarter of 2000. This trend was changed in part by Wendy’s open late program and the recession where Brand Names and Franchises always thrive. Back then Thursdays and Fridays were the busiest days. 19% of revenue coming from Thursday and 18.5 from Friday, primarily due to the biggest shopping day of Thursday due to grocery ads and fast food coupon inserts. Friday due to increased spendable income from cashing paychecks. A trend we also see in our washing business on the consumer side of things.Fa
According to research we conducted in our white paper entitled, Effectively Using Cross-Selling and Up-Selling to Increase Revenue AND Customer Service :
• Over 70% of Personal Video Recorder (PVR) users skip through television commercials (and Yankee Group estimates that fully half of US households will have this technology in four years! (1))
• Satellite radio has eight million customers and expected to double to over 19 million subscribers by 2007. (2)
• Over 100 million people have signed up for the Do-Not-Call list, with severe penalties to companies violating the law (in December, 2005, DIRECTV was slapped with a $5.3 MILLION penalty for Do Not Call violations).
• Return rates for the types of outbound marketing and advertising efforts listed above have fallen below 3%. (3)
Consumers are clear in their directive to us: stop the bombardment of irrelevant, ill-timed advertising.
It’s not that consumers have stopped consuming. On the contrary, they are buying; for example, consumers spent over $20 trillion dollars on household goods and services in 2003, four times what they spent in 1960 according to The Worldwatch Institute. (4)
As a result of the lackluster results of outbound marketing and the increasingly limited reach of traditional advertising, more and more companies are looking to optimize opportunities in inbound customer calls and use service reps to take advantage of ongoing contacts with customers to position additional products or services.
With 2.1 million customer service representatives in the US (5) handling billions of customer calls annually, inbound customer service calls pro
If you’re serious about making a career as a life coach, you need to know the reality of how to become a life coach.I’ve been a professional coach for over 10 years and I’ve earned a good living. So I feel qualified to comment on this subject.There are four essentials in my book.First, you must have a deep-seated need to be of service to other people. This is the on-going motor or motivator that drives you on week in and week out. I would tend to believe that this is something you’re born with.Second, you need the ability to connect with people from all walks of life. These communication skills can be sharpened up. NLP is a tremendous help with inter-personal communication.Third, you need to be able to work through your client’s “blockages”. By that I mean the issues that are getting in their way and stopping them getting on with having
• Over 70% of Personal Video Recorder (PVR) users skip through television commercials (and Yankee Group estimates that fully half of US households will have this technology in four years! (1))
• Satellite radio has eight million customers and expected to double to over 19 million subscribers by 2007. (2)
• Over 100 million people have signed up for the Do-Not-Call list, with severe penalties to companies violating the law (in December, 2005, DIRECTV was slapped with a $5.3 MILLION penalty for Do Not Call violations).
• Return rates for the types of outbound marketing and advertising efforts listed above have fallen below 3%. (3)
Consumers are clear in their directive to us: stop the bombardment of irrelevant, ill-timed advertising.
It’s not that consumers have stopped consuming. On the contrary, they are buying; for example, consumers spent over $20 trillion dollars on household goods and services in 2003, four times what they spent in 1960 according to The Worldwatch Institute. (4)
As a result of the lackluster results of outbound marketing and the increasingly limited reach of traditional advertising, more and more companies are looking to optimize opportunities in inbound customer calls and use service reps to take advantage of ongoing contacts with customers to position additional products or services.
With 2.1 million customer service representatives in the US (5) handling billions of customer calls annually, inbound customer service calls pr
When it comes to versatility and low cost in trade show or portable point of purchase displays it is hard to beat the popular banner stand. These units come in various sizes from about 2 feet wide to 6 feet high to as large as 4 feet by 8 feet.They can be used as stand alone displays for advertising a specific product, or they can be assembled in an array highlighting a number of different products. They can even be attached with magnetic strips to form a larger backdrop in multiples of 4 feet.For example you can use three 4 foot by 8 foot banner stands together to form one continuous backdrop that is 12 feet wide by 8 feet high. There is no less expensive way to create this kind of backdrop.** Print on a variety of materialsMost display shops can print graphics for banner stands on anything from super cheap paper (not recommended) to heavy dut
• Return rates for the types of outbound marketing and advertising efforts listed above have fallen below 3%. (3)
Consumers are clear in their directive to us: stop the bombardment of irrelevant, ill-timed advertising.
It’s not that consumers have stopped consuming. On the contrary, they are buying; for example, consumers spent over $20 trillion dollars on household goods and services in 2003, four times what they spent in 1960 according to The Worldwatch Institute. (4)
As a result of the lackluster results of outbound marketing and the increasingly limited reach of traditional advertising, more and more companies are looking to optimize opportunities in inbound customer calls and use service reps to take advantage of ongoing contacts with customers to position additional products or services.
With 2.1 million customer service representatives in the US (5) handling billions of customer calls annually, inbound customer service calls pr
10 Tips for a Running a Silent and Live Charity Auction1. Choose the right date for your silent and/or live auctionChoosing the right date for your auction is critical. Most auctions are held in either the spring or the fall. Summer is not a good time to hold a major event since many guests may be vacationing. Winter is also considered a bad time of year as many are preparing or recovering from the holidays. Fall is normally considered the best time of year to hold an auction because many of your guests are beginning to get into the holiday shopping mood and may find that what you have to offer is on their shopping list. Weekend evenings are the most popular time to hold auctions since most auctions last well into the night.2. Pick the right auctioneer for your live auctionYou have two choices, a profession
It’s not that consumers have stopped consuming. On the contrary, they are buying; for example, consumers spent over $20 trillion dollars on household goods and services in 2003, four times what they spent in 1960 according to The Worldwatch Institute. (4)
As a result of the lackluster results of outbound marketing and the increasingly limited reach of traditional advertising, more and more companies are looking to optimize opportunities in inbound customer calls and use service reps to take advantage of ongoing contacts with customers to position additional products or services.
With 2.1 million customer service representatives in the US (5) handling billions of customer calls annually, inbound customer service calls pr
Self-storage is simply, the ability to rent a secure, dry, clean room in a warehouse, giving you the ability to access your possessions whenever you need to. The idea is generally that you personally lock the room with your own padlock and keys and the storage facility company will take care of security and safety issues for you. Self-storage is used by many different people, from businesses to private individuals, and for a number of reasons-such as, moving house or office building, selling property, building alterations to your home or business, excess stock or equipment, stock storage, archive storage and more. The facts are that any person can store almost any item for any period in a secure and safe environment.A professionally run self storage facility will allow you free access to your stored goods and items at any time, often providing a code to enter the f
With 2.1 million customer service representatives in the US (5) handling billions of customer calls annually, inbound customer service calls provide a huge opportunity for cross-selling – if done successfully.
The Key is Connecting with the Customer
Consumers are willing to purchase additional products or services from customer service representatives. In a 2004 Forum Corporation survey of 1,624 world-wide respondents – averaging 43 years old and with an annual family income of $56,000 – it was found that:
• 88% of customers value service reps who suggest alternative products or services that better meet their needs.
• 73% are interested in learning about new products or services the company is promoting.
• 61% tend to ask service reps about these products or services.
• 42% said they purchased additional products or services “sometimes” or “frequently”. (6)
The Forum survey found that consumers are most likely to buy when the customer service rep:
• Focuses on the customer’s needs instead of pushing a product.
• Solves the customer’s problem first, before talking about additional products or services.
• Describes how the products or services will benefit the customer. (7)
Conversely, when a customer service representative didn’t seem to pay attention to customer needs (i.e., used a script, continued to sell after the customer said “no”, or pushed products that were not useful to the customer), customers were not only unlikely to buy, but became highly irritated. (8)
Cross-Selling Training
Most companies train their customer service representatives to ask questions to solve
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