Tax preparation done right — answering calls with a live person
1 comment | Posted by: Scott on January 27, 2011 | Categories:
Every year at this time, we have many Tax professionals call us looking for phone support during peak tax season. For most, extending from January through June with their elevated phone volumes. So with Tax Season upon us once again, we will undoubtedly have an influx of inquiries from tax preparation businesses searching for a viable solution. (more…)
Better Customer Service Equals Higher Profits
In a tough economic environment, shaving your customer service to the bone may be an enticing option. But, American Express conducted a recent survey that indicated that 61% of customers would be willing to spend an average of 9% more when they believe that a company offers excellent customer service. The survey makes the case that competent, helpful customer care may be an obvious road to greater profitability.
Customer service as an advantage instead of a financial liability. If 90% of potential customers use service as a comparison between you and your competitors, how would you measure up? Do you have the tools and mentality to go the distance to serve your most loyal clients? (more…)
Customer Satisfaction Outranks Customer Delight
0 comments | Posted by: Patricia on January 10, 2011 | Categories:
When customers contact customer service, most would be pleased to have their issues resolved versus being wowed by your company and its employees, according to Harvard Business Review’s report, “Stop Trying to Delight Your Customers”.
The revolutionary findings proved that simply meeting expectations (tough in and of itself) was more important than the “above and beyond” mentality of offering free products, refunds, etc. These freebies only slightly increased customer loyalty. (more…)
The 5 Minutes that Makes or Breaks Sales
0 comments | Posted by: Patricia on December 22, 2010 | Categories:
Did you know that the odds of contacting a lead if called in 5 minutes versus 30 minutes drop 100 times? This was just one of the fascinating conclusions from a comprehensive MIT study conducted with 6 different companies over a three year span to study how they attain, follow up, and close leads generated from the web.
According to the study, “The odds of calling to contact a lead decrease by over 10 times in the 1st hour. The odds of calling to qualify a lead decrease by over 6 times in the 1st hour. After 20 hours every additional dial your salespeople make actually hurts your ability to make contact to qualify a lead.” If you and your team are waiting 24 hours to contact potential customers, this could spell disaster for your sales efforts or your team will be working harder to close fewer sales. (more…)