Category — Cost Management

In five months, give or take, you will receive your first holiday order. If you are like me, that seems like a long time away. When your “to do” exceeds your time, it is hard to think about tomorrow. Thinking two seasons forward is almost impossible.

But, what if I told you that what you do now can make or break your holiday season? [Read more →]

If you create an integrated cross channel business model, your can have your service cake and eat it, too. We have all been in those budget meetings where the CFO recommends cutting service to reduce expenses. Yesterday’s post addresses the high cost of reducing service. Today, let’s discuss alternatives that save money without sacrificing customer care.

I define service as providing what the customer needs when they need it within reason. Please don’t translate that definition into offering complete coverage across all channels at all times. The purpose of your business is to serve customers while generating a profit. If the costs of serving customers eliminate profitability, then you are not fulfilling your purpose. [Read more →]

Competition is unrelenting, costs are escalating, and consumers are hesitant in the multichannel marketplace. When a potential buyer calls the company for more information, the difference between a sale and an expense is the conversation with a customer service representative (CSR).

If the CSR is knowledgeable, he or she can convert the prospect to a customer. If not, the potential buyer becomes frustrated and alienated from the company. With so much riding on every conversation, shouldn’t all CSR’s be well trained on each item?

Of course, they should. But it is really hard to execute this initiative. There are roadblocks all along the way, sabotaging the best intentions. [Read more →]