Yonyx Posts

“Customer Service is everything and anything that touches a customer – directly or indirectly. Customer service means servicing customers, and it’s so much more than just solving problems or addressing complaints. Customer service is part of a holistic customer experience that is capable of providing a critical competitive advantage in today’s increasingly cluttered and commoditized…

“Listening to feedback makes customers feel more appreciated and part of the value creation process.” – Ray Poynter If someone were to ask companies whether they believed that customer feedback is critical, we are certain that all heads would nod vigorously. However, they might simultaneously also believe that the data and analytics they have provide…

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett Whether personal or business life, reputation is what matters. Considering that reputation is built on trust, it is extremely fragile and a single lapse or error could cause irreversible…

“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…