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From Conversation to Connection: Defining Customer Engagement - 1/7/25


Maggie was sitting in the Service Excellence Training class, and the instructor kept talking about staying engaged with the customer.  Proactively engaging the customer.  Being fully engaged in the conversation. After hearing this same phrase (“engage”) used in various ways, Maggie raised her hand and asked a question probably several Read more

Self-empower for the New Year - 12/31/24


Jeff joined the company, in part, because he loved their approach to culture.  Leadership tried to create an empowerment culture.  They tried to develop an environment where, within certain parameters, individual team members could make a decision and feel confident that they would be supported by leadership. The reality was Read more

2024 Holiday Poem - 12/24/24


I sometimes hear it said That things have never been like this before. That challenges are unique, That stresses seem like more.   I sometimes hear it said That we're asked to do much more with less. That workloads are increasing, And we're resource-constrained at best.   And others often say That things are really very good. That they enjoy those Read more

Is Their Poor Planning Your Emergency? - 12/17/24


Have you ever heard the saying:  Your poor planning is not my emergency. I’ve heard it said often – not necessarily directly from one person to another.  More typical is that I hear it from the person having to drop everything and do something immediately because someone else didn’t think Read more

Empathy Examples for Everyday Situations - 12/10/24


I’ve often said that empathy is the single most important characteristic of people who are great at customer service.  If empathy is essentially “to understand the other person,” it helps so much to have that ability in order to specifically help someone.  To talk to what’s unique about them.  Read more

Tell Them Why You’re Giving Thanks - 12/3/24


Thank you! Merci! Danke! Doumo! Gracias! It seems like every language has a translation of Thank You.  Even though I only fluently speak English and speak Spanish, un poco, I – and probably most of you – have heard some or all of the translations of "Thank You” noted above.  Read more

Refine Your Decision-making Process - 11/26/24


Every day, you make decisions of what to do and what not to do.  And in the world of customer service, often the affected parties are our customers, our co-workers, and our company.  Here are a few quotes to consider when you’re thinking about evaluating and refining your decision-making Read more

Acting on the Guiding Principles for Great Customer Service - 11/19/24


In last week’s tip, we shared 5 Guiding Principles for Great Customer Service.  This week, let’s address what “taking action” looks like on those key principles.  If last week was about what to do and WHY, this week is about the HOW. Engage with Interest: To engage with interest, proactively Read more

Guiding Principles for Great Customer Service - 11/12/24


It’s hard to know every procedure, every policy, every technique possible to handle every situation correctly.  After all, maybe our procedures are standard, but our customers are not.  Maybe our policies stay pretty consistent, but our customers’ needs and issues, their attitudes and actions can change from customer to Read more

From a Simple Question to an Exceptional Experience - 11/5/24


Phyllis loves her job.  It’s not just because she loves being a customer service representative, not just because she really likes her co-workers, and not just because she enjoys her company.  It’s because she really appreciates her customers, as well. A customer had ordered a register book off the company Read more

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Knowledge-based Renewals

Posted on January 25, 2010 in Business Advice, Sports Please leave a comment

We are a data-driven society, aren’t we? Well, successful managers would like to lead us to believe that they operate based on data, but many managers operate based on gut feel and instincts.

Regardless of which way your management leans – decide by the data or decide by the gut – if you’re in a situation where you’re trying to renew an account or retain client business, and there are many clients to retain, then data has to come into play.

In professional sports, the issue of too many season ticket holders for the number of sales and service representatives is an ongoing concern. Here are some of the concepts that we suggest to pro sports teams but which could apply to virtually any business that has recurring customers. Consider these data-focused initiatives:

· Conduct Exit Interviews with former season-ticket holders to determine why they left so you can create profiles of those lost customers and apply those findings to your current season ticket holder (STH) base. This helps you to more clearly identify current season ticket holders who are at-risk of non-renewal. You may also be able to generate a good number of sales leads!

· Make In-Person Touches with 80%+ of First Year STHs. You use these conversations to not only develop rapport but also to gather intelligence on their expectations and satisfaction.

· Conduct an At-Risk Profiling Assessment of former season ticket holders to determine why they’ve left so that you can apply the criteria to your current season ticket holders.

· Conduct Season Ticket Holder Surveys asking about and gauging likelihood of renewals in the near future. This again helps you to target renewal efforts to those most likely to cancel.

These four important data gathering and analysis methods can help you get the renewal efforts to where they’re needed most because they allow you to target, target, target.

Learn from our approach to supporting our professional sports clients. Use data-driven concepts so your renewal and retention efforts won’t seem so daunting.

Interested in improving your company’s customer service? See more information at: http://www.cssamerica.com/


Retention – They’re Finally Getting It

Posted on December 8, 2009 in Business Advice, Education Please leave a comment

If you would have spoken with 10 administrators 10 years ago in the world of higher education – from community colleges to universities – you could have easily spoken for 2 hours about their priorities without student retention ever being discussed.

My, how times have changed.

It seems that more and more often, retention is discussed whenever goal-setting for enrollment is the topic.  Retention rates are part of the performance dashboards.  Retention strategies are developed with some similar planning focus to marketing strategies.

And why is there all of this focus on retention?  Because these institutional leaders – just like smart businesspeople – understand that retention means dollars.  Retention means less effort in recruitment.  Retention means less hassle in dealing with student complaints and turnover.  Retention means less change to address.  Retention means a faster path to success.

Not all educational institutions get it, however, when it comes to retention.  An organization that truly gets it understands that successful retention strategies require a great deal of research with current students on retention drivers, likelihood to stay, preferences, and satisfaction levels.  Research is required on former students to determine the true loss reasons for controllable exits.  Strategies need to have a component to look at the relationship-building structures and processes which need to be put into place to develop relationships with students and to quickly identify students at-risk of leaving.

Strategies need to be created to address internal cultural issues and priorities that currently run counter to the goal of retention.  And measurement strategies need to be adopted to ensure that issues and solutions are identified early enough to be addressed.

An education-based retention strategy needs to have the concerted effort and focus that balances internal culture with external relationship building, where all the key impact drivers of retention are measured.

Do you have a truly comprehensive retention strategy?

Interested in improving your company’s customer service?  See more information at:  http://www.cssamerica.com/


What is Your Post-Exit Strategy?

Posted on August 31, 2009 in Business Advice, Sports Please leave a comment

Every year, professional sports teams lose season ticket holders.  These season ticket holders exit the organization because of a myriad of reasons.  With the economy like it has been over the last 18 months in particular, professional sports teams are losing season ticket holders at an alarming rate.  Many pro sports organizations deal with these issues by ramping up their advertising and marketing efforts.  Many others chalk up the losses to a bad economy, but few of these organizations really have a strategy targeted at these former season ticket holders.

These ticketholders have left; so what is your strategy post-exit?

Some of the best sales prospects your organization can have are former customers. You already have a great deal of intelligence on your former customers. You already know their likes and dislikes, their preferences, what’s most important to them, key demographic information, and their purchase history. Well, at least you should know all this information.

The two things you don’t know are two pieces of information that can make you a lot of money very quickly. The first piece of information is the specific reason or reasons why they left. This is where you avoid making broad assumptions about the season ticket holder base, and you look specifically at each one to determine why they left. You would probably be shocked to find out why the individual season ticket holders left even though you might be able to guess broadly about the major reasons why season ticket holders left. By knowing why they left, it helps in future conversations to help get them back.

The second piece of information that’s vital is their likelihood of future interest in your products and services, or as pro sports teams focus, on tickets. You have to know what level of interest they have and in what type of individual game ticket, a mini plan, or some form of full season plan. Without this information, you don’t know enough to have an efficient sales pitch with a former client.

So what is your post-exit strategy?

With our pro sports clients, it includes conducting Exit Interviews in a soft form with the season ticket holders to gather intelligence about these key pieces of information. And then to use the results of that research to both apply to current season ticket holders to best retain them but also — in the hopes of increasing revenue — to make targeted sales pitches at the former season ticket holders.

Your lost season ticket holder is one of your greatest sources of future revenue. Have a strategy for getting them back.

Interested in improving your company’s customer service?  See more information at:  http://www.cssamerica.com/


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