503-785-3485
bill@conerlyconsulting.com
  • Facebook
  • Twitter
  • Linkedin
Conerly Consulting Conerly Consulting
  • Consulting
    • Approach/Philosophy
    • Sounding Board
    • Economics and Business Strategy
    • Assessment
    • Case Studies
    • Testimonials
  • Speaking
    • The Package
    • Topics
    • Testimonials
  • Writing
    • Businomics Newsletter
    • Businomics
    • The Flexible Stance
    • Blog
  • Industries
    • Banking/Finance
    • Manufacturing
    • Other Industries
  • Video
    • Speaking
    • Event Promotion
    • Business Planning
  • About
    • News Coverage
  • Contact
  • Consulting
    • Approach/Philosophy
    • Sounding Board
    • Economics and Business Strategy
    • Assessment
    • Case Studies
    • Testimonials
  • Speaking
    • The Package
    • Topics
    • Testimonials
  • Writing
    • Businomics Newsletter
    • Businomics
    • The Flexible Stance
    • Blog
  • Industries
    • Banking/Finance
    • Manufacturing
    • Other Industries
  • Video
    • Speaking
    • Event Promotion
    • Business Planning
  • About
    • News Coverage
  • Contact
  • Home
  • Business Strategy
  • Customer Service, Customer Acquisition

Business Strategy

04 Jan 2007

Customer Service, Customer Acquisition

  • By Bill Conerly
  • In Business Strategy

The greatest global imbalance has nothing to do with trade deficits or petro-dollars.  It’s the mismatch between dollars spent to acquire new customers, versus dollars spent to retain existing customers.  The first is very big, the second is very small.  If businesses were to consider customer retention benefits, I’m sure that many would beef up their customer service.

This thoughts are prompted by CRM Lowdown’s list of the 10 best and 10 worst corporations for service through call centers. (Hat tip to Marginal Revolution.)  I do business with three companies mentioned on the list, and my socks have not been knocked off.

Here’s an important lesson: The best customer service anywhere is an attack on poor customer service everywhere.  Example: I got home late one evening, thumbed through the mail and found my bank statement with an entry for "miscellaneous debit."  I didn’t know what that was, so I called the bank’s "Day and Night Banking" number.  I learned that they were unable to explain the bill at that hour, though I could find out the balance in my bank account.  While doing that, I was thumbing through the Land’s End catalog.  I saw a pair of shorts that looked good.  When I got off the phone after the unsuccessful call to the bank, I called Land’s End.  They answered immediately.  My sales rep was able to answer a question about the kind of pockets the shorts had.  I bought the garment.  I had not been mad at my bank for its inability to serve me at 10 pm, until I had business with a company that was able to serve me.  Then I asked, if Land’s End can do it, why can’t my bank?  (The worst part of the story: I was a Senior Vice President at that bank.)

  • Share:
Bill Conerly

Search

Sign Up For Our Newsletter!

View Latest Issue

RSS Bill’s Forbes Articles

  • Inflation Has Not Shown Up Yet, But It’s Coming February 25, 2021
    Inflation is muted, but not for long. Inflation is coming in the next two years, then will be followed by a boom/bust business cycle, or maybe two.

Testimonials

You made a complicated global picture understandable. I have received many favorable comments from those in attendance. I frequently heard comments like ‘Now I understand’ or ‘Wow, now I get it’ and ‘He was great to listen to. Thanks for bringing Bill to our meeting.’
Pete Van Sickle, Idaho Department of Lands
Bill is a delight and easy to work with. The client thought he was great and delivered value to their group. I would definitely recommend Bill.
Andrea Gold, Gold Stars Speakers Bureau
Your presentation was right on the mark. I received more positive comments about you than any other presenter. We would not hesitate to recommend you to others or have you back for an encore performance.
Bob Russell, Oregon Trucking Association
It can be difficult to find economists who provide good substantive information who are also entertaining and engaging. I received many enthusiastic comments about Dr. Conerly from members and others in the audience.
Molly Steckel, Idaho Telecom Alliance
On multiple occasions we have engaged Dr. Conerly to facilitate, and more importantly, stimulate strategic planning sessions. He artfully brings the complexity of economic consequences to light, and is also is a veteran voice of objectivity. And his ability to inject humor keeps the energy and teamwork a priority!
Greg Newton, CFO, Cascade Bancorp
As you know, it can be difficult to find economists who provide good substantive information who are so entertaining and engaging. I received many enthusiastic comments from members and others in attendance. I was very pleased with Dr. Conerly and have recommended him to NCSTAE, our national organization.
Molly Steckel, Idaho Telecom Alliance
Bill did a great job! There were many in the audience who liked him and many in the audience who loved him! Bill shared pertinent and timely information with our audience of commercial real estate professionals and added interesting stories and a funny sense of humor twist.
Jana Knoll, BOMA Boise
Bill was a great resource in helping us develop our business model and has continued to be a great advisor as we have refined it and successfully entered the marketplace.
John Courtney, CEO, NextJob, Inc.
The ratings you received from our banker evaluations were among the highest I’ve seen, which matched my impressions exactly. Your presentation style is quite engaging, you bring interesting and valuable content, and our ability to interact in a stimulating way during “Q&A” sessions makes you a valuable addition to any meeting agenda. As a bonus, you are a genuinely enjoyable participant in conference activities beyond your presentation.
Steve Yeakel, Montana Independent Bankers
Bill assisted O.B. Williams Company with developing a strong business plan that we implemented 18 months ago. As a result and together with Bill, we are improving our position within our highly competitive market segment.
David Wick, CEO, O.B. Williams Company (wood products)

Get in touch

(503) 785-3485

bill@conerlyconsulting.com

PO Box 2188
Lake Oswego, OR 97035

Useful Links

  • Consulting
  • Speaking
  • Videos
  • Blog
  • Press
  • Contact

Social Links

  • Facebook
  • Twitter
  • Linkedin

Newsletters

Copyright 2020 Conerly Consulting LLC