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jerryking : upselling   5

Shake Shack Looks to Digital for Growth - CIO Journal. - WSJ
By Angus Loten
Jul 10, 2017

Olo, a provider of e-commerce engines for restaurants which developed the ordering platform for Shake Shack’s app, said they worked closely with the chain to ensure users are able to choose an available pickup time, with prep times factored in so that cooked-to-order meals are timed to their arrival....., the app is one piece of abroader technology push, which includes digital tools aimed at improving back-end systems, like inventory, invoicing and other internal processes, she said.

But customer experience is still the most important element, she said.
Shake_Shack  digital_strategies  mobile_applications  fast-food  foot-traffic  upselling  restaurants  customer_experience 
july 2017 by jerryking
Using data to enhance customer experience
: January 24, 2006 | FT.com | By Ian Limbach. "“Call
centres are often seen as a way to manage costs rather than enhancing
the quality of [customer] service,” warns Wes Hayden, CEO of Alcatel’s
Genesys subsidiary. This has discouraged investments in new technology
and led management to measure efficiency with metrics such as throughput
and call duration, rather than customer-centric measures. “There needs
to be a change in C-level executives’ view of call centres,” he says.
This narrow focus has led to call centres being one of the most
under-used corporate assets today, says McKinsey. Beyond fielding
customer complaints, the call centre should be closely integrated with
other company functions such as sales & marketing.

Some leading companies are focusing on ways to turn calls from customers
into new selling opportunities, and finding that callers are more
receptive to buying after a positive service experience than they are
when reached by outbound telemarketing campaigns. "
call_centres  contact_centres  customer_experience  McKinsey  customer_centricity  CRM  data  upselling  cross-selling  unstructured_data  churn  predictive_modeling  metrics  mismanagement  underutilization  assets  cost_centers  C-suite 
august 2010 by jerryking
Seth's Blog: "It doesn't hurt to ask"
Posted by Seth Godin on May 18, 2009. Every once in a while, of
course, asking out of the blue pays off. So what? That is dwarfed by
the extraordinary odds of failing. Instead, invest some time and earn
the right to ask. Do your homework. Build connections. Make a reasonable
request, something easy and mutually beneficial. Yes leads to yes which
just maybe leads to the engagement you were actually seeking.
Seth_Godin  questions  requests  mutually_beneficial  pitches  upselling  chance  courage  preparation 
december 2009 by jerryking
Thinking bigger
Posted by Seth Godin on September 19, 2008

The bigger point is that none of us are doing enough to challenge the assignment. Every day, I spend at least an hour of my time looking at my work and what I've chosen to do next and wonder, "is this big enough?.... What are you doing to go beyond the expectations...Thinking bigger isn't about being bigger. It's about changing the game. Do what you've always done and you'll get what you've always gotten....Yesterday, I was sitting with a friend who runs a small training company. He asked, "I need better promotion. How do I get more people to take the professional type design course I offer at my office?" My answer was a question, as it usually is. "Why is the course at your office?" and then, "Why is it a course and not accreditation, or why not turn it into a guild for job seekers, where you could train people and use part of the tuition to hire someone to organize a private job board? You could guarantee clients well-trained students (no bozos) and you could guarantee students better jobs... everyone wins."

I have no idea if my idea for the training company is a good one, but I know it's a bigger one.
Seth_Godin  inspiration  overdeliver  chutzpah  individual_initiative  expectations  upselling  thinking_big  scaling  ideas  creating_valuable_content  overambitious  new_categories  game_changers  Play_Bigger 
july 2009 by jerryking

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