“A lot of companies have chosen to downsize, and maybe that was the right thing for them. We chose a different path. Our belief was that if we keep putting great products in front of customers, they will continue to open their wallets” Steve Jobs
Over the years we have evolved from a prize basket workshop where we sold imported novelties to registered clubs for bingo prizes, assembled by teams of workers living with varying degrees of intellectual disability, through to a wholly online operation specializing in upper end gourmet hampers and corporate gifts.
In that time we have relocated six times, changed business owners four times, re focussed and re positioned ourselves at countless team meetings and strategy huddles and still we are not entirely content with our product. We love some key features, like
1. The Focus on Locally Made Hunter Valley foods, wines, condiments and fresh fruit direct from the Newcastle regional markets. This is a unique selling proposition we have that makes us stand head and shoulders above other competitors. For sure, they may have copied the concept and have a few regional products, but we dominate the niche for true loyal to local producers.
SEO WEBSITE PROMOTION NEWCASTLE
2. Customer Service.
We have developed a checklist of standards or each and every incoming call. This ensures the customer experience is consistent and the responses are measurable. A recent key area where we noticed we we failing our customers was in replying with invoice emails promptly, sometimes it was taking over a week for a client to receive a paid invoice email in her inbox. Now, we aim for a 24 hour turnaround.
By these two simple recent measures we have followed through on identified areas of weakness and set clearly defined targets for improvement, and whilst we may not have the resources of Apple and Steve Jobs, the incremental steps help us move closer to these goals.
Over the years we have evolved from a prize basket workshop where we sold imported novelties to registered clubs for bingo prizes, assembled by teams of workers living with varying degrees of intellectual disability, through to a wholly online operation specializing in upper end gourmet hampers and corporate gifts.
In that time we have relocated six times, changed business owners four times, re focussed and re positioned ourselves at countless team meetings and strategy huddles and still we are not entirely content with our product. We love some key features, like
1. The Focus on Locally Made Hunter Valley foods, wines, condiments and fresh fruit direct from the Newcastle regional markets. This is a unique selling proposition we have that makes us stand head and shoulders above other competitors. For sure, they may have copied the concept and have a few regional products, but we dominate the niche for true loyal to local producers.
SEO WEBSITE PROMOTION NEWCASTLE
2. Customer Service.
We have developed a checklist of standards or each and every incoming call. This ensures the customer experience is consistent and the responses are measurable. A recent key area where we noticed we we failing our customers was in replying with invoice emails promptly, sometimes it was taking over a week for a client to receive a paid invoice email in her inbox. Now, we aim for a 24 hour turnaround.
By these two simple recent measures we have followed through on identified areas of weakness and set clearly defined targets for improvement, and whilst we may not have the resources of Apple and Steve Jobs, the incremental steps help us move closer to these goals.
No comments:
Post a Comment