For our clients getting into marketing I have been saying for years to stop sales reps attaching PDFs in emails to prospects and instead include links to the information. This has several advantages, the sales rep can see who clicks the link and this will help with your CRM adoption. It forces you to document information correctly and you know the rep is passing accurate information.
Happy Holidays from your CEO Juice Team!
As the New Year begins, we would like to share a summary of what we rolled out this last year in case you missed anything along the way.
Net Promoter Score (NPS) is the global standard for measuring customer satisfaction levels. It goes from negative 100 to positive 100. A positive 100 is the highest score possible. Like Gross Profit or Revenue, it has to be quantified by time. Many of our clients can achieve a perfect score for a month but let's look at what's involved in getting a perfect score for a year or longer.
The "How likely are you to recommend our company to a friend or colleague" question is a scale of zero to ten. Some people believe you can always do better and never score anyone a 10, raving fans (Promoters) are therefore people who score you a 9 or 10. People who don't like you and if asked would say negative things about your company (Detractors) are anyone who scores you a 6 or lower. A perfect score means every single response has to be a 9 or 10, no 8s or lower.
The NPS system does not take into account the number of responses, if a dealer gets 5 responses in a month then statistically the chances of a perfect score are better than a dealer who gets 1,000 responses in a month. CEO Juice does not calculate NPS if there are less than 5 responses in a month.
Achieving a Perfect Score in customer satisfaction for an entire year is close to impossible.
In 2020 no client had a perfect score with the minimum of 60 responses, in 2019 we had just 1 client who had a perfect score for the year. In 2021 we had 4 clients, 2 in 2022.
In 2022 through the end of October we have 3 clients who still have a perfect score.
We also had one client who achieved a perfect score for 2 years in a row. You can see the scores here, stay tuned to see how the end of year scores look.
We will again publish awards for Net Promoter Score. We publish 3 awards, one for “World Class Service” which Satmetrix defines as a NPS score of 70 or higher, the Top Ten % of Juice clients and “A Perfect Score” if any dealers achieve it.
In the copier industry, the idea of doing a quarterly review with your larger clients has been around at least since I started selling at Xerox in 1983. Getting the information together back then was a chore, but it's been getting better.
CEO Juice was formed by partners Gary Lavin and Mike Kirkpatrick in 2009.
Gary started selling copiers for Xerox in 1983, in 1993 he started his 1st dealership, Color Systems in San Diego, in 1995 he implemented eAutomate version 1 (it was called Cash Ops then).
Mike was a consultant working on installs for a product called FasTrack. He went to work as CIO for Standard Office Systems of Atlanta and in 1997 SOS signed up for eAutomate, but it needed work. Mike spent 2 years working with the lead eAuto developer, Chris Kenworthy, to add all the FasTrack features to eAutomate. To incorporate not only the core features from Fastrak (which had been acquired by Digital Gateway by this time) but also all the customization he had done with his Fastrak clients.
The 2023 EUG is almost here, Monday September 11th to Thursday the 14th, although most of us will get in on the Sunday evening. It's looking to be the biggest and best EUG ever with 322 people registered as of August 22nd. The
Agenda is jam packed but here are a few highlights;
The Equipment Order process is a complicated one. Are you still passing red folders around your office or have you automated the process yet?
We use the term Deal as there may be many orders associated with one deal. We want you to have one order per host equipment as that is the only way we can accurately report the status of a deal.
CEO Juice is hiring! We are looking to expand our Level 1 helpdesk team, this team processes client's requests and questions and along with that requires eAutomate user experience.
Do you know how to set up service contracts, or process them via the billing queue? Enter a service call or an order? What about the ILC, are you familiar with inventory and purchasing? Perhaps the AR or AP consoles? If you are familiar with the eAutomate system, and like the idea of working 100% remote from home, then we want to hear from you.
In addition to eAutomate experience, you should have excellent organization and follow up skills, attention to detail, and of course always bring a positive can-do attitude, are all key to the role.