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Building a Relationship to Spur Long-Term Success in Credit Card Sales Over the years, we have had the opportunity to service our clients and exceed their expectations, even beyond what they originally anticipated. One example comes from a large US bank, seeking assistance with credit card acquisition and fulfillment. Several years ago the client sought an outsource provider to help fulfill credit card acquisitions in a way both cost-effective and revenue-generating. The organization’s goal was to develop a substantial number of new client relationships using both inbound and outbound voice services.
Is your business thinking about outsourcing your interaction center and BPO processes? If so, you’re facing a complex set of decisions that will affect customer care and communication.
Information from Openforum.com, originally posted on June 13, 2012
Long held sales advice was, "Know the FEATURES, but sell the BENEFIT." The thought was while good selling skills require strong product knowledge of features, what people buy is the benefit the product or service brings to them. That is a good start, but don't forget the ADVANTAGE provided by the benefit. The advantage is the emotional edge provided by ownership of the item being sold.
I like classic things. There is something comfortable and predictable about a classic. You can settle back and enjoy the experience because you know what you are getting. No need for extra energy or focus, just observe and enjoy the experience. Classics are normal, functional and serve their purpose well. What better way to spend a rainy day than watching a classic movie, listening to a classic song or reading a favorite book - again.
If you break it down, every decision you make every day is guided by the question "What's in it for me?" The answer is not always about what you will get, but about how you will feel. This is one reason sales people talk about selling benefits and advantages as opposed to features. Benefits and advantages get closer to answering the question, What's in it for me? Often by appealing directly to an emotion.
Increasing response rates are always a top focus of any channel used to reach customers. With so many channels available today, marketers often spend a lot of time trying to increase the channels of message delivery. While that is a smart path to pursue, also consider little things that can increase the response rate within each channel.
When it comes to customer outreach, compliance is a serious matter.
Everybody is connected to the actor, Kevin Bacon. You may be familiar with the “six degrees of separation” theory that says it takes just six personal associations to reach anyone in the United States. For example, I know someone, who knows someone I don’t know, who knows someone else, who knows someone, who knows Kevin Bacon. So I am just six people associations from Kevin Bacon and Kevin could eventually get to me, too. Why? Maybe he wants a job.
At the end of July, GCS is going to be celebrating it's 10 year anniversary. In honor of such an accomplishment, especially in an environment that is seeing many businesses fail, we're going to be providing some historical perspectives on our growth and changes in the industry over the next several weeks. Two years ago, Greg Alcorn talked to Smallbiz America about GCS. Listen to the brief interview here. Related articles Marketing & Communication Tips for Your Agency (gcsagents.com)
My name is Joe Meehan and I have been in the call center business for over 20 years. I started in the contact center business when contacting consumers was all about making a sale or taking an order. So much has changed in the last 20 years. Push button phones have been replaced by sophisticated call technology that allows contact with hundreds of people in only a few hours.
One of our chapters in our Presentation Consistency Initiative is Product Conviction. Here is an article by Zig Ziglar about the importance of Product Conviction.
According to Michael LeBoeuf, Ph.D., author of How to Win Customers and Keep them for Life, 68% of customers are lost due to indifference. Indifferent customers are a result of pure neglect. He goes on to say the that the biggest secret in business is that success is not determined by dollars, facts or statistics; rather by the behaviors of CUSTOMERS and the employees that serve them. Customers are a company’s greatest asset without them there is no company. It’s that simple. It would stand to reason then that proactively staying in contact with your customers, providing them with valuable products and services and a positive overall experience with your organization would contribute to your overall success.
Image via Wikipedia
Image via Wikipedia
...or the Art of the Elevator Pitch... How many times have you been in a situation where you'd like to inform a stranger about the great things your company could do for them but found yourself stumbling or them uninterested?