Ashland, OR, United States of America, 97520
As I was wandering through the Internet, I found some great information on customer service on Help Scout. The article was actually a compilation of quotes, facts and statistics from different companies and individuals focused on the ramifications of bad customer service and the benefits of positive engagement with customers. I thought I would pull some of these out for this week’s blog.
American Express Customer Service Barometer (2017)
“More than half of Americans have scrapped a planned purchase transaction because of bad service.”
Salesforce
“74% of people are likely to switch brands if they find the purchasing process too difficult.”
New Voice Media
“After one negative experience, 51% of customers will never do business with that company again. “
“U.S. companies lose more than $62 billion annually due to poor customer service.”
Those are some powerful numbers and some amazing findings, showing that the attitude companies have towards the importance of positive engagement with customers can seriously affect the bottom line.
It’s important to spend time accessing your company’s customer service through all lines of communication: in person, via email, phone, mail, on social media and in any other ways that you are in touch with your customers.
Every person who works for the winery, no matter what their job, is responsible for being available to help customers if they come into contact with them. Each and every employee should have some customer service training. Though employees who work in the cellar or in the back office may not encounter many visitors, if they happen to run into a visitor, they should make eye contact, smile and be available to help if needed (even if it is merely directing someone to where they want to go).
How long has it been since you did a customer service review in your business? Are you overseeing at least one customer service training session per year for all your employees and offering more training for those who are on the front lines of customer interaction?
Good customer engagement will raise your sales, according to the 2017 Customer Service Barometer from American Express:
7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers good service.
A simple upgrade to your customer service should mean more wine sold, more return customers and a strong uptick to your bottom line.
A tip of the glass from me to you!
Elizabeth Slater of In Short Direct Marketing is recognized throughout North America as speaker and trainer, increasing sales for wineries through staff training in sales, customer service and all avenues of direct marketing. In Short has works with individual wineries as well as winery associations throughout North America.
INCREASE WINE CLUB SALES & RETENTION: Do you have enough wine club members? Are you retaining them?
Elizabeth Slater, In Short Direct Marketing’s wine club expert, gives your staff the tools they need to make your wine club membership sales and retention soar. In addition to working with individual wineries, Elizabeth teaches wine club classes at both Sonoma State University and Santa Rosa Junior College.
Testimonials
”After a very interactive training with our team, our following month saw over a65% increasein wine club signup rates—our best month to date! Dutton Goldfield, Sonoma County
“…Elizabeth Slater’s guidance and training provided the perfect platform, helping us double our Wine Club signups in the last 3 months compared to last year. If you’re serious about improving your business, then give her a call...”
Franciscan Estates, Napa County
Other Seminars & Training
Staff and management training should be as integral a part of the operation of a successful winery as using the very best grapes and producing top notch wines. Yet, despite its iymportance, it is the component of business operations that is most easily and most often ignored. In fact, it is frequently not recognized as a component of successful business operations at all.
E (as she is known) presents seminars and workshops on a variety of marketing and sales subjects to wineries and winery associations throughout North America. She is a featured speaker at Wineries Unlimited and presents regularly at state and province conferences working across the US and Canada.
In Short was started as a direct marketing company in 1994 and added workshops and seminars to the mix in 1997. Elizabeth's dynamic and humorous speaking style has made her a popular and busy speaker both in and out of the wine industry.
"In Short Direct Marketing is an essential business tool." - Maureen Hendrikson, Patit Creek Cellars
Title | Name | Phone | Extension | |
---|---|---|---|---|
Founder | Elizabeth Slater | E@inshortmarketing.com | 707-836-8730 |
Locations | Address | State | Country | Zip Code |
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In Short Direct Marketing | , Ashland | OR | United States of America | 97520 |