Twenty-five percent of the purchasing decision is determined by the overall sales experience, writes Scott K. Edinger citing a McKinsey study. He reminds us that frontline sales and customer-contact professionals are in a position to directly affect decisions about services and products. And, they may be the only one if the customer does not perceive value in the … [Read more...]
Search Results for: customer experience
Customer experience thoughts for managers
Managing and coaching a group of people hasn’t really changed over the years. Today, however, customer experience is at the forefront of every interaction and transaction. Source: Repertoire, October 2023. Link. You just have to find out what is important to that customer and how your product/service meets that need.” – Patrick T. Malone INSIGHTS: Malone shares the best … [Read more...]
Front desk persons anchor customer experiences and are more important than ever
In a post from June 7, 2016, Katherine Dobbs, RVT, CVPM, PHR reminded front desk persons that people NEED you, and you need them. Fast forward to 2021 and we find the importance of first contact personnel setting the tone for each visit hasn’t changed. In fact, their roles may be more important than ever. Every single client that walks through your door has a worry (or need), … [Read more...]
Customer service is not customer experience
Customer service is only one aspect of the entire customer experience. Customer service needs to be put into context — which means putting customer experience first. Most customer service starts when a customer calls with a problem. By contrast, customer experience starts with hope — with the reason the customer chooses you in the first place.” Source: Strategy + Business, … [Read more...]
Radical empathy part of 5: Other ways to rethink customer experience
Bridget Brennan’s Forbes article dovetails with discussions from the AVMA 2020 Economic Summit Day 1 theme, Transformation through Collaboration. Richard R. DeLuca, Jr., executive vice president of Merck, and president of Merck Animal Health, emphasized “getting comfortable with being uncomfortable” and “listening to the customers’ experiences.” Brennan said innovating your … [Read more...]
McKinsey: Beyond contactless operations: Human-centered customer experience
COMMENTARY Before you roll your eyes at the MBA speak or consider this item to be only for big companies, remember that every business serves people. Whether in B2B, B2C or S2S (stakeholder to stakeholder), servicing people and their priorities are common denominators and always have been. While Covid-19 risks have exacerbated customer service optimization efforts, the … [Read more...]
Chasing customer experience excellence
Experience is everything. Here’s how to get it right, according to PWC research. Its team dived deeply into customer experience development. Consider this information in the context of developing services and support for animal owners and animal health stakeholders. Today, 64% of U.S. consumers and 59% of all consumers feel companies have lost touch with the human element of … [Read more...]
5 Ps of managing customer experience
Chad Storlie tackles the critical elements of managing customer experiences (CX). CX has come to the forefront in nearly every industry as companies seek to differentiate how they deliver their offerings to customers in a way that is unique to customer needs, fulfilling, immediate, low effort, information personalized, and a service that they would recommend and purchase … [Read more...]
Front desk persons anchor the customer experiences
Whether in a veterinary hospital, retail store or dealer, the persons at the front desk set the tone for each visit. Their skills in customer acknowledgement and directing traffic make or break visits. Katherine Dobbs, RVT, CVPM, PHR, provides a unique perspective for all animal health professionals to consider. Source: Veterinary Practice News, May 31, 2016. Front desk … [Read more...]
Customer experience is key to B2B success: Study
Customer experiences and the capacity to deliver are the focus of this blog post relating to select findings from Accenture’s new B2B Customer Experience Report. While focused on large companies, the report has meaning for anyone servicing customers and resellers. Source: Marketing Dive Daily Newsletter, December 2, 2015 One impediment to success is only 32 percent of … [Read more...]
Enhancing your customers’ experiences
Customer experience is a key strategy for companies to differentiate their products and services from close competitors. Source: ASCM, October 2022. Link. Customer experience passion must be part of company culture, meaning that employees should never be satisfied with what they are doing for customers today. INSIGHTS: First, someone needs to own the customer experience. … [Read more...]
Companies race to own customers’ experiences
Companies are recognizing the importance of delivering an experience that makes them stand out from their competition, writes Shep Hyken. There’s a lot riding on delivering a positive customer experience, he says. The company may define its brand promise, but it is the customer who decides whether or not the company delivered on its promise. Source: Forbes, July 15, 2018. … [Read more...]
The inside-out approach to customer centricity
Being customer-centric sounds easy but it is tough to execute well. These authors share five customer centricity models indicating there is more than one way to be customer-centric. The article is good perspective as strategies are modeled for 2024 and beyond. You can’t transform your customers’ experiences unless you align the organizational culture—especially the day-to-day … [Read more...]
Customer trust in supply chains overestimated
Commentary Last week we urged veterinary clinics to consider adjusting their quantities on hand and reorder points ahead of the possibility of a UPS strike <Link>. While the strike appears to have been averted <Link>, our assertions were based on information similar to that shared in this article. Many of the Covid-19 pandemic-era supply chain challenges remain … [Read more...]
How to ask customers for online reviews
Asking for an online review just after the service or purchase is usually the best time, writes Austin Andrukaitis. He says the review process should be an integral part of your brand experience to help reinforce customer relationships, build brand loyalty and encourage people to tell others about your brand. Over 93 percent of consumers use online reviews to help make … [Read more...]
Finding the optimal pattern of a customer journey
Commentary Customer journey analysis is not new, although customer experience management is relatively new. The identification, optimization and management of touch points that lead to action by a prospect or customer challenges brands, budgets and companies in today’s internet world. Even so, earning a customer and retaining them is a journey animal health pros discuss and … [Read more...]
Is customer service bad by design?
Animal health customer service pros and their executives will want to invest the time to listen to this episode of On Point. It takes on customer service frustration and success from customers’ and employees’ points of view. The discussion among the host and two customer experience experts features relevant examples of poorly designed customer journeys and ways to improve … [Read more...]
The secret to hiring customer service employees
A great customer experience depends on great employees, says Micah Solomon. The secret is to hire your customer-facing team based on psychological traits, in addition to thinking about the specific skill set you’re looking for. Solomon shares five key traits using the acronym W.E.T.C.O.: Warmth Empathy Teamwork Conscientiousness Optimism Source: Forbes, … [Read more...]
Loyalty programs: 8 levers to turn customers into fans
Loyalty programs are an often-overlooked area for performance improvement that can help offset the ongoing willingness among consumers to try new brands and retailers, writes José Carluccio. He shares three key takeaways along with eight drivers of loyalty program value. Source: McKinsey and Company, October 12, 2021. Link. Key takeaways: More than three-quarters of … [Read more...]
Pay attention to these 3 customer trends
The pandemic accelerated digital transformation, widened the gap between innovative leaders and those who resisted change, unsettled and increased customer expectations, and forced sales teams into remote interactions, says J. Michael Marks. You don’t have to be a distributor to appreciate the simplicity of the trends Marks shares. He says if you’re willing to play offense, … [Read more...]
The 5 things customers want
Randy MacLean works in distribution. His perspective on five things customers want and how to deliver them is applicable anywhere in the animal health supply chain. He believes customers are affected and influenced almost exclusively by: Availability On-time delivery No product failures Smooth (and short) interactions Acceptable price Source: Modern … [Read more...]
Pet Business customer loyalty survey results
Results from a 2020 survey of persons using small businesses reinforces the importance of three factors important to boarding, daycare and groomers. These factors are familiar in veterinary surveys and important to consider as the clients are the same. Deliver high-quality service consistently: 62 percent said this is the most important trait Create a personalized … [Read more...]
Autoship sales projected to help Chewy retain 1.6 million new customers
Commentary: includes complementary commercial content from VetSource® Chewy’s success is getting noticed by our industry. For veterinary hospitals, it is a definitive call to action to embrace, implement and optimize home delivery” - Kirk Augustine Like Amazon and other e-commerce retailers, Chewy has seen the kind of growth that was expected to take years to achieve, get … [Read more...]
CVPM focuses on client experience, retention to compete (video)
Dana Short, MS, CVPM, discusses how focusing on the client experience works in the practice she manages. For some practices, geographic practice saturation is a relevant situation and a limiting factor to practice growth. Customer experience management is a strategy this practice deploys to retain clients and their pets. Source: VHMA Practice Tips, October 2019. … [Read more...]
5 quota-killing mistakes only experienced salespeople make
Jeff Hoffman gives perspective about seasoned salespersons and offers steps that can help avoid making common errors. He lists these five mistakes he has observed with seasoned reps: They over-qualify They lean too heavily on existing champions They stop learning They haven't networked within their company They ignore the importance of small … [Read more...]
The 9-Minute Rule for customer satisfaction (includes video)
Improving animal owner experiences is important to increasing customer satisfaction and retention. Jessica Molina, PHR, CVPM, CCFP, shares the 9-Minute Rule that aims to improve customer relations and increase positive performance reviews on social media. Customers look for instant gratification and often feel forgotten if they are waiting too long. Source: VHMA, Practice Tip … [Read more...]
Opinion – Determining how often sales reps should call on customers
J. Michael Marks tackles a frequently contemptuous topic about distribution sales representatives. . . . in my experience, most sales reps are market-servers, not market-makers. . . we’ve found that 95% of what customers buy from distributors they have bought before. The devil is in the details in this reference. How one defines sales really determines whether Marks’ … [Read more...]
What a dog can teach us about customer service
Customers, prospects and their companions are not compliance issues that need to be corrected based on arbitrary rules. Nor are employees. In fact, excellent customer service and happy employees go hand in hand. You simply don’t get one without the other. Ask Charlie Mitchell. Source: Purpose Unlimited. Link. The station manager could have turned his encounter with Charlie … [Read more...]
22 ways to critique your customer interactions
Since most animal health pros are in the business of creating or enabling transactions, then the sales meeting description used in this headline can be more universally understood as interactions. Sean McPheat relates being asked the question, “. . . what do you do after a sales meeting that ensures the next one will be even better?” Source: MTD Sales Training, February 12, … [Read more...]
Customer service is the new marketing
People have lost their faith in gimmicky and overstated mass marketing campaigns, shares Micah Solomon. Today, they place more stock in what they experience directly with your company, what their friends experience and what the people they listen to online experience. He says adding emotional transportation to your customer’s experience makes it marketing. Source: Forbes, … [Read more...]