Today’s competitive battlefield is SERVICE. Period. – Part 2 : The Positive Contact Key Design Principles

  February 24, 2015       Martin Taylor

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Welcome to the first in the series of blogs promised by the launch of Positive Contact
– makepositive’s ‘customer service in the cloud’ proposition.

Within the Positive Contact proposition, we set out our key solution design principles
– strategies that must be addressed if you want to protect and grow your customer base through the service you offer.

So, the first of our design principles is:

#1 Form a meaningful relationship

Time to get mushy…

In the words of Steven Covey, let’s begin with the end in mind.

Underlying the whole ethos of Positive Contact is the desire to enable the building of positive and profitable relationships – relationships between your organisation and your customers, your organisation and your front line employees and of course, between your customers and your frontline teams.

We really feel that YOU can start, build and maintain these relationships for the betterment of ALL.

Remember:

  • Your customers WILL be loyal if they are getting value from your products or services and if anything goes wrong, it gets corrected efficiently and effectively.
  • Your employees WILL perform more effectively if they know you’re on their side and that if things need fixing, you fix them
  • They WILL stay longer and perform better if they feel they are valued – remember, it drives down your cost to serve if you retain a motivated customer service team
  • You WILL be more profitable if you retain your customers – remember, it’s far cheaper and easier to sell to your existing, satisfied customers
  • You have a genuine opportunity to point to your service as a key differentiator in your marketplace – don’t delay, seriously, don’t delay…

I think we sometimes forget that at the heart of Customer Relationship Management, there is a customer and a relationship. Now we all know, whilst you have ups and downs in any relationship, we’d all like to be involved in happy relationships than burdened with unhappy, strained relationships wouldn’t we?

FORM A REAL RELATIONSHIP WITH YOUR CUSTOMER, EMPLOYEE, PARTNER AND SUPPLIER – we win more when we all win…

Let us engage with you, understand your operational and CRM pain points and see if we can help – it’s a big part of what we do.

Find out more about Positive Contact http://www.makepositive.com/positivecontact/