about Customer Intelligence
Would you sell steak to a vegetarian? Nope, me neither. Selling products to customers who clearly don’t have an interest in what you have to offer is a waste of energy and precious selling time. But at what point, exactly, was it made clear that they don’t want what you’re offering? Without customer intelligence and analytics, you’ll never have the in-depth answers you need for approaching a sale, fully prepared
The automotive industry in particular is one rife with excellent customer service but poor customer loyalty in equal doses. The level of competition in the industry is so vast, that it makes for regular pricing wars between brands and consequently, a lack of switching costs for customers. Loyalty, what loyalty?
But when it comes to customer loyalty, can technology really be the right replacement for a good ol’ human being at the end of a phone? The answer is yes
Stepping into another lecture at University I was greeted by yet more business theory. As I sat there listening about the 80/20 rule (Pareto Split) I thought to myself “here’s something else I’m learning that will probably have no impact on my daily working life.” How wrong was I!
Since then I have found that the 80/20 rule is fundamental to every business because it works across so many functions – finance, customer spend, employee productivity, marketing engagement rates etc