Paul DiModica

A recent study done by New York Stock Exchange (NYSE) CEO Report from 240 public companies in over 20 countries worldwide said that half of the CEOs believe that if they improve the quality of their customer service to their current client base, it would lead to increased profitable growth in the future.

• Is your service department a management tool to grow your business?

• Is your customer service business an expense center?

• When was the last time you did a service/support audit of customer satisfaction?

Provided to Paul DiModica by eMarketer.com under contract.

Remember prospects have no loyalty and customers only have some.

5 Ways to Turn Service Into a Revenue Capture Department

1. Customer service is business intangible that no one can see but yet it is judged every day. To increase your success with clients in a value forward approach so that customers believe your quality, send your customers a written monthly report using colored graphs on how your support has performed. By doing this, you communicate to your customers on a regular basis your business value three dimensionally.

2. Always productize your service offerings and upgrade options into packages so they are digestible for buyers.

3. When working with corporate clients, always give them an annual support report (typed). If they are a large company, make it an on-site visit; if they are a smaller company, do a webinar recap. This will help to reinforce your business value.

4. To help your prospects experience your business value, offer your clients a complimentary customer service course explaining "best practices" for seeking help from your support team and how to maximize their success with your product or service. To make this program simple to send, use an "auto-responder" software package which allows you to send a series of sequential emails on a timed basis.

5. Send your clients a complimentary monthly support newsletter giving user tips. Cross-sell and up-sell (outside of the tip content area of the newsletter) new product and service offerings with longevity promotions for upgraded contracts.

"There is only one boss. The customer. And they can fire everybody in the company from the chairman on down, simply by spending their money somewhere else." Sam Walton, Founder of WalMart

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