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Having More Meaningful Conversations with Customers
“Go beyond merely communicating to ‘connecting’ with people.” – Jerry Bruckner This is the era of communication. Technology has brought everyone ‘closer’ – it is no longer impossible to speak with someone across continents, while seeing their face on a screen in front of us. Distance is no longer a factor. In the world of…
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Bridging the Gap between Sales and Customer Service
“Customer point of view. Always. Filter everything you’re doing, saying and pitching through that and you’ll improve just about every metric you care about today.” – Matt Heinz The quote above describes extremely well how a company can bridge the gap between sales and customer service. Both must be seen in conjunction since when customers…
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Importance of Including Customers in the Mission Statement
Photo by Tara Winstead “A visionary company is one which is seen growing in a consistent pattern by being goal-oriented driven by a vision and a mission” – Henrietta Newton Martin Customers are the pivot around which businesses revolve and no business can exist without them. It makes sense to then include them in the mission…
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Stop Overloading Customers with Information
“In the age of technology there is constant access to vast amounts of information. The basket overflows; people get overwhelmed; the eye of the storm is not so much what goes on in the world, it is the confusion of how to think, feel, digest, and react to what goes on.” – Criss Jami Technology…
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Importance of Sharing your Vision with Customers
“Transforming a brand into a socially responsible leader doesn’t happen overnight by simply writing new marketing and advertising strategies. It takes effort to identify a vision that your customers will find credible and aligned with their values.” – Simon Mainwaring When people become customers, they essentially become important partners of the company. Just as everyone…
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Providing Creative Solutions to Customers
“Always strive to provide service above and beyond what the average salesperson would give. It will help you build long-term relationships, trust, and referral business.” – Tom Hopkins Staying connected with your customers and understanding how best to keep them engaged, is perhaps two of the most important parts of a successful and sustainable business.…
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Making Every Customer Interaction Meaningful
“Make every interaction count, even the small ones. They are all relevant.” – Shep Hyken The quote above hits the nail on the head – in a manner of speaking. Making every customer interaction meaningful is a business need and every interaction should be used as an opportunity to ‘get closer’ to the company’s customers.…
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Complacency in Customer Service is a Business Killer
“Success breeds complacency. Complacency breeds failure. Only the paranoid survive.” – Andrew Grove Your business has become successful and customers seem happy – great! However, you begin to rest on your laurels and as a result, complacency in customer service and your overall business ‘behaviour’ become commonplace. You know what – customers are going to…
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Moving Customers Away from Price Sensitivity
“We’re a price-sensitive market. For leisure travellers, there’s some inclination to postpone travel when prices are high. Some business travellers may instead do a conference call.” – Wayne Shank While customer service may top the list for customers as a reason to stay with a company, price is certainly not far behind. Companies too, in…
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Use of Linguistics in Customer Service
“How many languages are there in the world? How about 5 billion! Each of us talks, listens, and thinks in his/her own special language that has been shaped by our culture, experiences, profession, personality, mores and attitudes. The chances of us meeting someone else who talks the exact same language are remote”. – Anonymous Taking…
