How to exploit 100 % of the customer feedback?
The preliminary question that should be asked at the beginning is the following : Should we collect 100 % of Feedback? In fact, interviewing a customer sample allows us to know customer perception in general after extrapolating the results. However, this obviously does not understand each of your customers and act accordingly.
When you want to orient the company towards centricity, you have to capture the perception of 100% of your customers in a multichannel and multimedia way. Therefore, as you will be faced with a large number of customers, the most necessary is to industrialize the entire process throughout the chain (which ranges from capture to exploitation of feedback) through analysis and i ...
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In order to sell, it is not enough to ask questions, you have to adapt a stage of the sales process that is very fundamental. 80% of success is in the intelligence and relevance of the questions you ask your customers; not, as we often think, in the quality of your argument.
The first step in the questions we ask is what we call discovery questions. These are not open questions or closed ones. It is necessary to have extremely wide angle questions to understand the issues of the interlocutor or the company in a case of B to B. It is important not to mix issues, objectives and means.
There are three typologies of big questions:
A difficult customer is often a customer who does not correspond to us, who does not have the same type of behavior as ourselves. There are more specific types than others. There is the one who takes you a lot of time, the one who always complicates things, the one who calls himself an expert so he thinks to know much more than you ... There are plenty typologies of customers who are a little complicated. There is what we call a profile at the scope that allows determining the profile of the person comparing to yours. We generally face four typologies:
For a very long time the brands have said and declared that the customer is considered as a king. Today with multichannel services we are going much further, according to some experts, the client is an omnipotent God. Obviously with a phone and with a computer the customer can interact with brands and companies.
What is a successful customer experience?
A successful experience depends a lot on the positioning of the brand. Obviously when we take an omnichannel service and another single channel one, we will have differences.
Good questions to ask to work on the customer experience
Here we must return to the basics of marketing. One of ...
An outsourcing decision is the result of a combination of motivations that place the company in a new management situation. On the one hand, it faces risks of opportunism and a situation of dependence vis-à-vis external suppliers or service providers. On the other hand, learning opportunities may arise. In fact, we suggest that the problems that characterize many outsourcing operations often come from the mismatch between the motivations of the initial decision and the management modalities. Therefore, we propose to make the link between the different types of motivations and management methods.
Resources, skills and management methods
Outsourcing can be motivated by the existence of a differential of resources and skills between the out ...
The web is humanizing, the world exchanging information at a crazy speed, and the opportunities for developing its business on a large scale, especially since the arrival of social networks.
Also, with 2 billion active users worldwide and a turnover of more than $ 27 billion in 2017, Facebook has established itself as the most popular and used social system in the world. Today, it is also considered as a tool of choice for any professional who wants to develop his business on the web, increase its reputation and acquire new customers. However, many companies are struggling to find a place in this new ultra-connected world, often overwhelmed by this digital transformation that leaves no room for skepticism and lack of initiative.
PCI DSS (Payment Card Industry Data Security Standard) is a standard that helps entrepreneurs prevent fraud, hacking and other security threats regarding credit card payment.
It is in the favor of any company that accepts credit cards to be certified and compliant with PCI DSS standards. In some countries, non-compliance with PCI may result in the non-authorization of credit card processing (forever) to the submission of significant fines and penalties that may lead to the bankruptcy of your business.
There are a few steps to becoming a compliant PCI:
The strategy of outsourcing is for a company to entrust to external partners the realization of activities it previously used to provide internally. This is to make done an activity that was done before with taking the risk of delegating one or more chains of the work. This decision often stems from the analysis of the strategic interest of the activity in question. This is done to assess the relevance of outsourcing where it is necessary to reason in terms of costs but also of resource allocations.
Outsourcing leads to a reduction in production costs. It is known in the business that the company releases internal resources that it can choose to allocate for activi ...
Subcontracting is the most common form of outsourcing. It consists of establishing a long-term contract with a partner. The latter undertakes to carry out a set of pre-established specifications and the so-called contractor company is responsible for the tasks entrusted to the subcontractor. There are currently two trends in outsourcing.
In other words, make do rather than do yourself just to identify the tertiary functions at first. At the same time, other companies are moving towards modular production, which involves entrusting a growing share of the production process to subcontractors. The latter are responsible for the realization of the entire production. The company then becomes an assembler designer and is responsible for managing all interfaces ...