Dr. Lakshmi Mohan
Every Interaction Is A Selling Opportunity !
Most credit-card companies, including Capital One, have long tried to “Cross-Sell” their customers – often by using inserts in monthly statements to tout everything from calculators to cruises
Data analysis of outbound telemarketing calls (made usually at dinner time) showed it was NOT working.
New Idea: Sell things to customers when they call
“It seemed like a natural. If you call me and I’m trying to sell you something, then I’m going to treat you very nicely. That will promote better service.”