Click for high-resolution version.

Bruce Merrifield, President — Merrifield Consulting

•customer demographics •market intelligence •WayPoint Analytics •expert interview •LIPA •balance •customer segmentation •business analytics •Randy MacLean •Bruce Merrifield •Merrifield Consulting •business strategy •customer analysis model •managing customers for profit •concierge customer service •Advanced Cost & Profit Analytics

When you have customer profitability analytics at a line-item level, you can measure the specific friction in your accounts. And with WayPoint, you get the background information that enables more unique, creative solutions to this friction.

In many cases companies will find, when they begin using WayPoint, that 5-15 customers, all buying the same key items with high profitability, in a way that makes these top accounts the core of your business. These are the accounts we want to retain and keep happy at all costs, so how can we do a better job with them?

Bruce has come up with what he calls the "big 8 of service excellence", a flexible and effective method with which to ascertain the unique needs of your big accounts, and treat them in exactly the way they wish to be treated, and in a way that will benefit both parties. It works as a template to find what's important to your customer, and to define service value by the niche in the market the account occupies.

Link to "Eight Elements of Service Excellence"

http://merrifieldact2.com/wp-content/uploads/2014/10/3-Eight-ELEMENTS-OF-SERVICE-EXCELLENCE.pdf

Audio file: merrifield7-06.mp3