Yonyx Posts

“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skilful execution; it represents the wise choice of many options.” – William A Foster In the last exposition, we spoke about digital versus traditional customer service. We believe that a combination of both is intelligent customer service.…

“Traditional corporations, particularly large-scale service and manufacturing businesses are organized for efficiency. Or consistency. But not joy. Joy comes from surprise and connection and humanity and transparency and new…If you fear special requests, if you staff with cogs, if you have to put it all in a manual, then the chances of amazing someone are…

“Perception is assumed to be reality until clients encounter the reality of the brand, don’t fake it” – Bernard Kelvin Clive Anyone in business would know and stand by the statement “The customer’s perception is reality”. How customers perceive a business, a brand, and offerings of a company would determine whether they buy or not…

“Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans.” – Ken Blanchard The ‘honeymoon days’ are over for companies and those in customer service.…

“Employees who are controlled cannot respond caringly, you need superior knowledge and real leadership, not management. Because of this we specifically developed a selection process for leaders; we don’t hire managers”. – Horst Schulze Rising competition, limited resources, similar products, and a shrinking marketplace, are aspects that a company’s leadership are compelled to deal with…

“If customers say you’re just ‘all right’, you’ve not done enough. You have failed to delight.” – Ron Kauffman Given that the marketplace is so rushed, and competition is on the rise, many companies make the mistake of forgetting to read reviews or make the effort to know what customers say about their company. The…

“Clear Content, simple navigation, and answers to customer questions have the biggest impact on business value. Advanced technology matters much less.” – Jakob Nielsen Customer service professionals should be experts and intuitive enough to know what customers want – this is one of the top expectations of customers. Given that this is an expectation, it…

“I believe that conventional marketing techniques are increasingly ineffective. Customers are hyped out. They have been ‘over-marketed’. They are becoming more cynical about the whole advertising and marketing process.” – Anita Roddick The title of the article proves to be a scary truth for some businesses, and a lingering fear for most. Only when customers…

“Effectively, change is almost impossible without industry-wide collaboration, cooperation, and consensus.” – Simon Mainwaring To start with, customer collaboration is about what a company does with feedback received from customers in order to make its service, products, and business consistently better. Such collaboration is possible only when everyone – that is the employees – works together…

“The true test of a business’ customer service effort is not when things are going right –but rather is done when things go wrong.” – Steve Ferrante We all know that companies mess up – quite often. We also know that some customers can be quite difficult and unforgiving. However, research shows that over 40%…