Summit Video: Treating Customers Right, hosted by Stacy Hamer

Jun 14, 2011 — Allan Pulga

iQmetrix Executive Account Manager Stacy Hamer hosted this session at the 2010 Wireless Summit in Scottsdale, Ariz. You can watch it in its entirety, by clicking on the video below:


 

For information about the upcoming 2011 Wireless Summit in Miami (Oct. 16-18) and to register, visit http://summit.iqmetrix.com/

During this 35-minute presentation, Stacy examines the following topic:

Treating Customers Right: Effective Customer Relationship Management strategies are known to increase profitability and reduce operational costs. In this session, we’ll discuss techniques for managing and nurturing your company’s interactions with customers -– now, soon and in the future -- through RQ4.

Highlights include:

  • Repeat customers spend 33% more than new customers.
  • It costs 5-8 times more to get a new customer in your store than a repeat customer.
  • Why spend more to get a customer base that will spend less in your stores? Use RQ4 to bring people back in.
  • Use existing functionality creatively to reach out to customers and make them repeat customers.
  • Set up RQ4 to make employees better at their job (compatibility, CFS’s, inventory availability) makes for better customer experience
  • Use marketing module for more than typical reasons. Be unique.
  • Phone-specific thank you e-mails.
  • Handset protection information e-mails
  • Discontinued phone accessory sale.
  • Birthday e-mails.
  • Follow up with customers after sale using call back module and follow ups.
  • Remember, 68% of customers won’t return if they don’t feel appreciated. RQ4 helps with that.

For information about the upcoming 2011 Wireless Summit in Miami (Oct. 16-18) and to register, visit http://summit.iqmetrix.com/

Topics: Retail Operations, RQ, Mobile Industry, Customer Experience, Business Intelligence

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