-
Co-creation of Value with Customers
“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…
-
Resource Management for Better Service and Business Success
“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…
-
The Role of Customer Intelligence in Business Success
“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…
-
Brand Experiences Affect Customer Loyalty
“Remarkable experiences leave a mark – whether the experience is remarkably good, or remarkably bad. These memories are mind-share, essentially brand equity, the capital of brands.” – Niko Nyman There is possibly no room for doubt that brand experiences are critical to customer loyalty – having a direct bearing on how customers view and interact…
-
Know When You Are Giving Too Much Free Information to Customers
“The two words ‘information’ and ‘communication’ are often used interchangeably, but they signify quite different things. Information is giving out; communication is getting through”. -Sydney J. Harris Everyone knows that gaining more customers and retaining existing ones is extremely crucial to the success of any business. In trying to gain more customers, one of the…
-
Avoid Being Mistreated by Customers
“The customer is always right, except when they are wrong.” – Diylol.com If you run a business, have worked in customer service, or even have had even the remotest connection dealing with customers, you would know that the quote above rings true. Customers are often wrong – just that it is not easy to tell…
-
Knowing When a Prospective Customer is wasting your Time
“People say the customer is always right, but you know what – they’re not. Sometimes they are wrong and they need to be told so.” – Michael O’Leary We know that gaining customers is a lot harder now than ever, and it is a lot tougher to get a new customer than it is to…
-
Dealing with Impatient Customers
Photo by Liza Summer “Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them.” – Kevin Stirtz Have you found yourself dealing with impatient customers – the kind, who are easily riled by anything? These people can be hard to…
-
Writing Skills in Customer Support are Critical for Success
Photo by RF._.studio “Write to be understood, speak to be heard, read to grow.” – Lawrence Clark Powell Customers seek support from a company through a variety of channels. Some may pick up the phone and speak with the service representatives, while others would take the time to write an email to describe their needs.…
-
Developing Skills for Face-to-Face Customer Service
“Spend a lot of time talking to customers face to face. You’d be amazed how many companies don’t listen to their customers.” – Ross Perot We have been discussing regularly about the importance and critical nature of customer service for a business in creating, and building relationships with customers. Customers are the lifeline of any…
