Yonyx Posts

“Privacy is not just a compliance issue for the legal department. It should be a priority for everyone. You have to translate privacy into a customer issue because this is really becoming the holy grail of doing business for everyone in an on-line world”. – Larry Ponemon The quote is apt and clearly describes why…

“Offered by company, chosen by customer. That’s incredible customer engagement.” – Paul Greenberg Building robust customer engagement is vital to the success of any business, and is quintessential for retaining customers long-term. We know that customers begin to add profitability to a company only after some time of being associated with a company, and hence…

“There are many who subscribe to the convention that service is a business cost, but our data demonstrates that superior service is an investment that can help drive business growth. Investing in quality talent, and ensuring they have the skills, training and tools that enable them to empathize and actively listen to customers are central…

“Get a feedback loop and listen to it…When people give you feedback, cherish it and use it.” – Randy Pausch We know for sure that customer feedback is essential and companies know it too, which is why they use various methods and formulate strategies to gather as much information and insights from their customers. Despite…

“Supporting customers through multiple channels is no longer an option for financial services organizations; it’s a necessity.” – Sonny Singh There is no doubt that customers expect companies to serve them in the way that customers want. While it may seem easier to stay connected now, given the number of communication channels, the truth is that…

“Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has the customer expectation.  In our case, that our service meets and exceeds the expectation of our clients through what we do, say, and portray in our day to day…

“People do not buy goods and services. They buy relations, stories, and magic.” – Seth Godin The quote above states lucidly what building brand admiration is all about and why companies must focus on this activity. With so many brands and companies mushrooming all around, it creating admiration for one’s brand has become even more…

“Listening to feedback makes customers feel more appreciated and part of the value creation process.” – Ray Poynter Co-creation of value is a process in which companies and their customers work in tandem, to create, improve, and innovate, such that better ideas, products, and services are ‘born’. While a company may begin the process of…

“I enjoy the challenge of improving policies and procedures that will facilitate growth, maintain control, and increase the success of our clients.” – Craig A Meadows We know that today’s customer is a lot more demanding, impatient, and unwilling to accept ‘second fiddle’. The reason for these dramatic changes is that the market is shrinking…

“Big data may tell you how many customers you have won or lost but not necessarily why. This is the intelligence that can really make a difference.” – Jane Frost Let us begin with a cliché – no customers, no business. Simple enough to comprehend, and yet many companies still struggle with coming to grips…