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Do Customers Know Your Business Exists?
“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…
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Enhancing Customer Collaboration through Employees
“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…
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Will Your Customers Forgive You?
“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%…
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Are You Annoying Customers?
“To the customer, YOU are the company.” – Shep Hyken It is possibly never the intention of any business to make service errors. Most of the time service lapses happen without a company even knowing that they are annoying customers to the extent that customers might leave. Many companies continue to struggle with building and…
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Service Design Impacts Customers
“When you have two coffee shops right next to each other, and each sells the exact same coffee at the exact same price, service design is what makes you walk into one and not the other.” – 31 Volts Service Design Customer experience is no longer just a concept. For discerning companies, it has become…
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Importance of Customer Journey Maps
“Today’s customer journey is an iterative, complex, pinball of touch-points” – David Louis Edelman We have discussed several times in the past that collecting and analysing customer data is extremely important for any business. This has clear advantages – basing the company’s decisions on the expectations, needs, and behaviour of customers allows a company to…
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Happy Customers ‘look’ Like This
“The easiest and most powerful way to increase customer loyalty is really very simple. Make your customers happy” – Kevin Stirtz In the previous article, we discussed about how a company can ensure its customers are happy. In this exposition, we will examine what happy customers ‘look’ like. A company could make every effort to…
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Do you know if Your Customers are Happy?
“Our greatest asset is the customer! Treat each customer as if they are the only one!” – Laurice Leitao Any business should be able to retain its customers for the longest time. Customers that have been with a company for a longer time are profitable, easier to upsell, less price sensitive, and trust the company.…
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Customer Responsiveness is Critical to Business Success
Photo by Pavel Danilyuk “The more you engage with customers, the clearer things become and the easier it is to determine what you should be doing.” – John Russel In the previous exposition, we spoke about the importance of managing customer responses. The current write-up deals with the criticality of customer responsiveness for any business. What…
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Managing Customer Responses Received via Social Media
“Social media will help you build up loyalty of your current customers to the point that they will willingly, and for free, tell others about you.” – Bonnie Sainsbury We have discussed several times, and any business owner would know that responding to customer responses, received via social media or any other channel, is critical…
