Want to Put Your Customers to Work for You?

The result? Increased response rates, and average call time dropped by 30 percent. So while sales increased, staffing remained flat, boosting profits. In this case, less work for the customer meant more sales and profits for Frank’s catalog.

“I was so busy, I forgot to look.”

Mary was part of our focus group. I watched her eyes as she scanned the mockup of a proposed catalog. I didn’t say a word.