Client Retention & Customer Satisfaction
When times are tough, it is more important than ever that businesses provide the best possible service to their customers to ensure they don’t lose them to competitors. Research has shown that 80% of companies believe they provide a superior client experience but only 8% of their clients agree*.Finding out how our customers feel about us means that not only can we adapt and improve our service and therefore our retention rate, it can also give us the chance to up-sell or cross-sell to a marketing that already knows and trusts us. At Nido we have seen a growing number of companies approaching us to help discover their clients’ perceptions of their service and delivery levels. Finding out weak spots, areas for improvement or what clients really value about them can all help to reduce attrition or defection to competitors. Read Full Article »
Nido Marketing & Sales Network lands in Gatwick
Nido Marketing launched in March 2008 a quarterly learning and networking hub, aimed at sales and marketing professionals. Branded "The Nido Marketing & Sales Network", the purpose is to bring together sales and marketing professionals in an informal and engaging setting so that they can network, share best practice and learn from each other. Previously this event has been held at the fantastic Lighthouse in Brighton but due to popular demand we are launching an event in Gatwick on March the 19th. Event Information »
Train to gain funding available
Did you know that you could qualify for £1000 worth of Train to Gain funding to spend on our Strategic Sales Training? Nido Marketing provides interactive workshops to help you or your team improve your telemarketing and client retention skills. We also provide consultancy and training for those companies looking to set up their own in-house telemarketing teams. More Information »
Line-up Changes at Nido
February saw some changes within the Nido Markeing team, we have gained a new member of the team, lost an old one and are happy to announce a promotion! Following a rigorous interview programme worthy of a Dragon’s Den audition, Nido are delighted to welcome new member Jon Prince to the team. Jon is a family man who brings with him a long and highly successful background in business to business sales, marketing and client liaison and is a fantastic addition to the company. More Information »
And finally
Jacky Misson founding director of Nido Marketing appeared on the hit CBBC show Beat the Boss on Thursday 26th of February. Beat the Boss consists of a team of three children going head-to-head with three top business people to create a new product for the children's market. If you missed the show you can now watch it again on the BBC iPlayer. More Information »
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Tuesday, 10 March 2009
March Newsletter
Monday, 1 December 2008
Is this a good time to talk?
We’ve all had the dreaded call from the contact centre, the monotone voice reads through a lengthy script down the phone, disengaging the recipient and ruining any chance of them buying into the idea, in some cases even damaging the brand.
The worst tend to be inflicted on the consumer by loan companies who advertise in the back of The Sun.
“Hello my name is Derek from ABC Finance, part of the Yabber Yadda group of companies regulated by the Financial Services Authority, I’m calling today because you’ve been selected blah blah blah…”
Then about 3 minutes later you finally get the chance to say “no, thanks”.
Ultimately, there has been no attempt to relax the recipient or let them speak, creating immediate barriers and adopting an obvious carpet-bombing approach.
What if you were fork-to-mouth about to take the first bite of your favourite meal? In the middle of a meeting? Rushing to finish before leaving the office? Would you stay and listen to 3 minutes of dour drivel?
Surely it’s more likely that you’d interrupt and get them off the phone ASAP.
One controversial idea is the use of “is this a good time to talk?” Some use this phrase whereas others view it as a loss of the control in the conversation.
5 reasons to apply this:
- It helps establish interest immediately.
- It aids intelligent conversation rather than reading from scripts.
- You can get a set time to call back when the prospect is readily available for a conversation on the matter.
- It is the difference between a cold call and permission marketing.
- It embraces basic manners.
Tuesday, 18 November 2008
How to Lose Potential Business and Alienate Yourself
Nido had a chat with Shelley Fagence-Traynor to find out what makes her blood boil when she receives a cold call.
Given Shelley’s company First Time Response answers many calls every day for clients, she’s in a great position to pour scorn on the more abrasive elements in the industry…
As a person who receives sales calls on average 20/30 times a day my feelings are mixed. This is mainly due to the incompetence of the companies employing the 'wrong representatives' to do the calling.
I have experienced some wonderful sales calls and have complimented the person on the other end of the phone for their polite approach. This hits the nail on the head! If the caller is prepared to be polite, understanding and willing to listen then they have succeeded in getting my attention.
When they demand to speak to the person in charge and then hang up when the information they are given is not what they wanted to hear, then they fail.
When it takes a minute to actually hear another voice on the line which is crackly and distorted making them incomprehensible, then they fail.
When they call politely and befriend, listen and adhere to advice given then they succeed! I myself have been in the shoes of the sales person calling companies to promote services which gives me an understanding of the reaction from the recipients. Taking notes of names, times and who you spoke to when and about what is a major asset when calling back.
Makes the follow up much more personal and on a friendly level. Just what the business asks for.
Shelley Fagence-Traynor is MD at First Time Response in
Wednesday, 29 October 2008
Getting the Most from Every Cold Call
Ever call a prospect, get your ‘no’ and then move straight on without asking questions? You could be missing out on key market intelligence which could help you further understand your marketplace and even help you resolve unidentified gaps in your service.
Once your prospect has delivered the news that they’re not interested in your product or service (this will happen loads in telemarketing), why not try getting that little extra out of them to make sure you get something from the conversation.
This could include:
- What was it that made you choose your current provider?
- What is it that makes them different?
- When will this agreement be reviewed?
- What service would you like your current supplier to provide that they don’t currently?
- When would be the best time for us to contact you again?
- What similar areas of work will you be looking into in the future?
Tuesday, 30 September 2008
Last Call for Marketing & Sales P2P Event
Brighton-based telemarketing consultancy Nido Marketing is to hold the third Marketing & Sales Network on Thursday October 16th, from 2.30 – 6pm.
This unique event offers front-line sales and marketing professionals throughout
Sponsored by Carden’s Accountants and in association with the MD Hub 100 the agenda includes a full afternoon of specialist guest speakers and small facilitated groups where delegates share solutions to sales and marketing issues. Strategic partnerships are actively encouraged at the informal networking session over drinks at the end.
Jacky Misson, Founding Director of Nido Marketing, said: “As far as I am award this is the only event of its kind where sales and marketing people are actively encouraged to share experiences and solutions with their peers. Feedback has been incredibly positive and we are pleased to be able to announce another event.”
Nido Marketing is an award-winning telemarketing company focused on high-quality lead generation services. The event is held at Lighthouse on
Contact: Jacky Misson, Founding Director, jacky@nidomarketing.co.uk, 01273 667979
Lighthouse: 1, Zone B, 28 Kensington Street, Brighton
