Ensuring repeat sales and developing a long-term relationship with clients revolves around one simple but rarely completed equation — Promise = Performance. While getting the first sale involves making promises, securing the second sale requires keeping them. Salespeople often feel they will lose a sale if they don’t promise enough, but often lose out on [...]
It is clear that for many organizations there is a gap between aspiration and performance in respect of customer service. Is Customer Service Just A Buzzword? The sad reality is that for many organizations, the terms customer retention, customer loyalty and customer satisfaction are mere buzzwords. They are not measured or managed, and do not [...]
Three quarters of the sales world still operates on the basis oftransactions, not relationships. That is the outdated ‘wham-bam-boom’ model that relies on the prowess of the sales person and still believes in one line closers and slick deal closers. Picture this; a sales person waits his turn at the sales meeting. Then when [...]
Tesco UK’s relaunch of its 15 million member Clubcard loyalty scheme is symptomatic of the rearguard battle to retain customers in an environment of increased competition and customer price sensitivity. It raises two questions for every business: – How to respond to changing customer buying patterns in light of tighter budgets and increased price sensitivity. [...]
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