Yonyx Posts

“You don’t earn loyalty in a day. You earn loyalty day-by-day.” – Jeffrey Gitomer Loyalty is about being stable, committed and dedicated to a relationship – you are either loyal or not. This applies to any kind of relationship! Customer loyalty is the same. As a company, you have it or you don’t and that…

“The possible solutions to a given problem emerge as the leaves of a tree, each node representing a point of deliberation and decision.” – Niklaus Wirth (1934 – ), Programming language designer The decision tree method of logically reaching conclusions has been around for a long time and been the basis for troubleshooting personnel to…

“We can believe that we know where the world should go. But unless we’re in touch with our customers, our model of the world can diverge from reality. There’s no substitute for innovation, of course, but innovation is no substitute for being in touch, either.” – Steve Ballmer So much has been said on how…

“Push your business technology in to the cloud and get back to focusing on your core competencies” – Tom Cochran The newest ‘weapon’ around that will help take your company’s customer service to unprecedented heights is the ‘cloud’. Cloud computing offers speed, flexibility to companies while offering customers a plethora of options with multi-channel service.…

“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” – Aristotle Customer Service is about being pro-active, which incidentally raises the number of complimentary things a customer will have to say about you. Companies that are on the ‘back foot’ and largely reactive will find themselves dealing more with…

“Social media is a savior not a nemesis, an asset not a liability, a time saver not a time killer for ad agency new business” – Michael Gass Companies have jumped onto the social media bandwagon as it is touted to be the next big thing for marketing. Everyone is attempting to milk as many…

True customer service must be at a certain level and also that customers expect companies to personalize customer service. But how much personalization becomes too much and exhibits that companies are getting carried away and stepping over the fine line of professionalism to being creepy and overwhelming? This is a question that all companies and…

“Employees who believe that management is concerned about them as a whole person – not just an employee – are more productive, more satisfied, more fulfilled. Satisfied employees mean satisfied customers, which leads to profitability.” – Anne M. Mulcahy Customers rate companies according to service first. The other factors play some part but in what…

“Don’t find fault, find a remedy.” – Henry Ford Not being able to find a remedy and only finding fault with each other in a team, any team not just the customer service team is a sure to guaranteeing customer service failure. Teams and customers win when companies are structured; have the right direction, leadership…

“You need to know about customer feedback that says things should be better.” – Bill Gates In the traditional ways of shopping, customers would walk in to a store, shop around and make a few comments that would actually be feedback. It was immediate and provided first-hand information for the shop owners on how customers…