Customer Retention

  • United Airlines Uses Customer Service This Way to Impact Sales

    • June 26, 2014
    • Posted by: Dave Kurlan
    • Category: Understanding the Sales Force

    Customer service has a very important selling role.  Their job is to solve a customer’s problem and do it in such a way that the customer forgets about the problem they had and remembers only how well and painlessly their problem was solved and how nicely they were treated in the process.  When companies screw this up, customer service has succeeded in UNSELLING a customer.  It isn’t rocket science, but it does reflect poorly on recruiting, selection, management, onboarding and training.

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  • Customer Service Neutralizes Efforts of Your Sales Force

    • April 14, 2010
    • Posted by: Dave Kurlan
    • Category: Understanding the Sales Force

    I am more convinced every day that the most overlooked and under-rated sales function in most companies is their customer service department.

    This extends beyond toll-free phone numbers and includes the people you meet when you walk into a company’s retail locations too.

    When was the last time you ended a conversation with customer service feeling thrilled that you were a customer of companies like Dell, Verizon, USAirways, Charter or Microsoft?  Would that change if I typed Apple instead of Dell?

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  • How to Lose Customers Under Contract

    • July 27, 2009
    • Posted by: Dave Kurlan
    • Category: Understanding the Sales Force

    You know that your competitors’ top prospects are your existing customers that you have under contract, right?

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