![]() ![]() Many clients openly communicated we were one of the only service providers in their chain to make such a gesture which hopefully installs the trust and loyalty to us going forwards. We have faith that accommodating our clients now will reflect on us in the longer term once there is normality restored. Graig Upton: We have managed to retain most clients by compromising financially and still doing the works needed while the pandemic causes restrictions. No bridge too far! How did your customer relationship management evolve? Do you use any specific tools to be efficient? Having the technology nowadays, we are on hand to support clients 24 hours a day. Since the flexible furlough kicked in, this has helped us manage the workload and rota for staff on a sensible basis in regards to the work time required in the office. This involved a lot of people taking on more tasks than before and having to undertake their own training to do so. Graig Upton: We had to initially furlough a few members of staff and work out a way in which the company could still operate with the management team that remained in full-time employment as usual. Did you have to make difficult choices regarding human resources, and what are the lessons learned? ![]() We have had to take on more staff during lockdown due to the extra service demands gaining more exposure on Google for our clients. The government furlough scheme helped secure employment for our staff and expand our workforce as we shift into the graphic design and video space. Thankfully we have a loyal client base and made compromises that suited both our clients and us financially. We had to pause a few SEO campaigns until the lockdown restrictions eased up. An example is one of our clients offered ‘driving lessons’ and could not work. Graig Upton: A few of our clients were unable to trade or work. How does the coronavirus pandemic affect your business finances? The video chat has been a key factor in retaining good relations and communications with our clients. We have recently developed a new ‘video chat’ request platform allowing our customers to schedule face-to-face communication despite not being physically able to meet in person. ![]() Our knowledge allows us to offer tailored and cost-effective digital marketing solutions. Graig Upton: We have good knowledge within the SEO arena with members of staff specializing in organic search, website development, graphic design, PPC management, social media management, email management). Setup the company in 2004, having managed sales teams for a number of years prior to that, so understood the challenge. Best decision I ever made…scary responsibility but truly exciting times! I used to be ‘top of the class’ and only realized late that I am quite good at this game, so I decided to take the risk and do my own thing. Graig Upton: Exmiliary disciplines, field sales, and telesales in competitive environments have been good experiences to provide a solid grounding for a new company launch. Tell us about you, your career, how you founded iCONQUER. Work, as usual, having access to the likes of Zoom and Teams has been advantageous. Graig Upton: Thankfully, all has gone very well. Graig Upton of iCONQUER and his team develop a new ‘video chat’ request platform that allows their customers to schedule face-to-face communication First of all, how are you and your family doing in these COVID-19 times? ![]()
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