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Role of Customer Service in Marketing
Photo by Pixabay “Customer service is the new marketing.” – Derek Sivers Marketing as a department is all-inclusive. It is all about the customers and the perceptions they form. Starting from advertisements and promotions, the communiqués they receive from the company to the customer service imparted, are all part of the marketing strategy. However, customer…
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Importance of Failure for better Service
“Unless you have 100% customer satisfaction, you must improve.”- Horst Schulz Seriously – we are recommending failure for better service? There should be no failure and customer service lapses right. Wrong. Learning from failure is perhaps one of the highest forms of gaining knowledge and improving, especially in the realm of customer service. Despite this…
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Be a Good Customer
“Why do we see so many “How to be great at giving customer service” books? And no one writes about “How to actually get good service” – Adii Pienaar The above quote lucidly explains that customer service works both ways – from company to customer and vice versa. What does it take to be a…
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Killing Employee Motivation – Are you Guilty?
“A happy workforce is more engaged, creative and more focused, increasing the overall productivity of a company.” – Tim Smedley All those working in or running a company know the value and truth of this quote. Each employee can be either a contributor to or detractor from the happiness and productivity of the company. No…
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Getting non-customers on your side
“The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.” – Derek Sivers, Founder CD Baby If you are running a business, you know how tough it is to attract customers and then…
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Enhancing Employee Motivation for Success
“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 Motivation is that aspect which fires and drives someone to get better and achieve a lot more.…
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The Best Marketing Strategy – Customers First
“In marketing, I’ve seen only one strategy that can’t miss – and that is to market to your best customers first, your best prospects second and the rest of the world last.” – John Romero Put your customers first – a simple dictum that rules / should rule any company irrespective of its reputation, size…
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Customer Churn is a given
“Show me a company with high customer loyalty and low employee engagement – I dare you.”-Bill Cusick, Customer Experience expert Despite a company’s best efforts customer churn is a given for any company – size and repute notwithstanding. There are a number of reasons for this and company must take ownership of the reasons. Post…
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Driving Customer Engagement through Data
“We want to know what consumers are looking for, what their values are, and how can we meet their needs. It’s not just about Big Data; it’s about translating that into the truth.” – Gayle Fuguitt The ‘face of customers’ has changed and the customers now expect personalized service and customer experiences when interfacing with…
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Asking Customers the Right Questions
“Asking the right questions takes as much skill as giving the right answers.” – Robert Half Customers ask companies and their representatives, questions of all kinds and all the time – it is an essential part of learning about the company and getting service. On the other end of this spectrum are companies, asking customers…
