Today's competitive broadcasting environment means that we all must be better, we all must work smarter. Bryson Broadcasting International (BBI) is committed to helping broadcast organizations worldwide to raise their level of expertise in sales and management.
Our newsletters give you information about sales and marketing that you may use to increase your revenue. We hope that you may find them to be of great benefit to your sales success. Happy selling!
In our last newsletter, we were talking about how social media makes it more difficult than ever for our clients to manage unhappy customers. I ran across some very interesting statistics about the importance of the customer experience. Not only is it important for our clients to provide great customer service to compete in today's business world, it is important that we do also. Here are some of the important points:
By 2018, more than 50% of organizations will implement significant business model changes in their efforts to improve customer experience. (Gartner) Have we?
70% of buying experiences are based on how the customer feels they are being treated. (McKinsey)
Companies that excel at customer experience grow revenues 4-8% above the market. (Bain & Co)
It takes 12 positive customer experiences to make up for one negative experience. (Parature)
Companies lose more than $62 billion due to poor customer service. (NewVoiceMedia)
89% of consumers have stopped doing business with a company after experiencing poor customer service. (RightNow Customer Experience Impact Report)
15 years ago, the average consumer typically used two touch-points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points, with 50% regularly using more than four. (Marketing Week)
These statistics apply to our clients. They also apply to us. What is your plan for delivering great customer service?
The Client's Corner
According to Edison Research, AM/FM radio continues to dominate the audio universe in the U.S. AM/FM grabbed a 50% "share of ear", more than triple that of streaming audio. These numbers include radio delivered over the air and via online streaming. Stack the 50% "share of ear" radio enjoys against streaming audio at 16%, followed by owned music, 14%, Sirius XM 8%, TV music channels 5% and podcasts 4%. 47% of AM/FM content is still consumed on a traditional radio receiver.
Radio continues to win the hearts and influence the minds of consumers!
Words to Live By......
"The first step in exceeding your customer's expectations is to know those expectations."
Roy Williams, Wizard Academy
We want to help your staff increase revenue! We at Bryson Broadcasting International are available to help your sales staff achieve its next level of expertise. We customize our programs to meet your needs. As needed, we make use of interpreters and produce sales materials in your language. If you would like to discuss your sales training needs, we may be reached at Pat@patbryson.com, or call us at 918.747.8774.
Pat Bryson has worked in the radio industry for over 30 years. During that time, she was one of the highest billing sales people in the radio industry in her market. She was promoted to General Sales Manager, managing and training both experienced and inexperienced sales people . Her career advanced to General Manager, where Pat created a culture of over achievement for her stations.
Through Bryson Broadcasting International, Pat now helps her clients to create that same culture of over achievement in their stations.