They were telling me things about the business that needed our attention.
Things that weren’t working.
And things that were working beautifully.
They were also telling me about the people that provided our customer service.
People who were delighting and inspiring them.
And people who were insulting them, or failing them.
I listened carefully to these “Process Whisperers”, and as a result made some changes to the business that greatly improved it, and in turn, generated more profit.
Because they generated more revenue, and LESS cost.
Who were these “Process Whisperers”?
They were our customers.
We started calling them and chatting about their experiences back in 2005, and also took the time to thank them for their loyalty. Eventually, we also asked them “The Ultimate Question” – On a scale of 0 to 10, how likely are you to recommend our company to a friend or relative?.
We put all the information we got on a big spreadsheet, and studied it – very carefully.
Because there, on that page, was a treasure trove of information that would guide us in designing the best service delivery processes and procedures.
And, those calls also had a couple other game-changing benefits that saved the company big money.
Because of these successes, I’m a big believer in talking to our customers, and on the upcoming SOBCon Webinar on December 16th, sponsored by GoToWebinar, I’ll be talking more about these essential conversations, how they benefited our company, and how they can work the same magic for you in your business or enterprise.
I’ll be joined by host (and New Media guru) Chris Garrett for what I’m sure will be an hour of lively discussion, and we’ll also be taking questions from you, the attendees.
Mark your calendars for 1PM EST (Noon CST, 11AM MST, 10AM PST) on December 16th, and let’s talk about the Process Whisperers. I’d love to hear from you.
Here’s the registration link – get on the reservation list now, and see you next week!