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Increase the Customer Response Rate on Surveys
“For every customer who bothers to complain, 26 other customers remain silent.”- Source: White House of Consumer Affairs Mentioned above is a fact not a quote! We have discussed earlier how detrimental silent customers can be for any business. When companies send out feedback surveys, many customers don’t reply and there is normally no reason…
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Creating Effective Customer Feedback Surveys
“Measuring engagement and engaging consumers are two sides of the same coin.”- David Penn It has been established beyond doubt that in the current competitive milieu of businesses, high standards of customer service is the defining and distinction providing feature. Top class marketing and selling skills may allow you to acquire new customers, but to…
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What is the Importance of Customer Satisfaction?
“A satisfied customer is one who will continue to buy from you, seldom shop around, refer other customers and in general be a superstar advocate for your business”. – Gregory Ciotti Enough said! The reasons mentioned in the quote are enough to understand the importance of customer satisfaction. In the current day and age and…
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Don’t Hurt your Business
“I never trust an executive who tends to pass the buck. Nor would I want to deal with him as a customer or a supplier”. – James Cash Penney As someone who is running a business it is your prime responsibility to ensure that you don’t hurt your business by having unhappy customers. The quote…
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Importance of a Customer Experience Strategy
“Customer Experience will shape the future by ensuring the products we design and develop for people will actually fit within their needs, rather than people trying to fit around the product”. – Lawrence Kitson>/i> There must be a number of times when you thought that you were doing everything right and yet lost a seemingly…
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Game Changing Ways to Customer Satisfaction
“Unless you have 100% customer satisfaction…you must improve.” – Horst Schulz We are certain that there is no one, no company or business out there who would risk having their customers walk out on them because they were unable to provide the service and offerings that kept the customer satisfaction. It is a self-defeating move…
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Customer Expectations are Important
Photo by Gustavo Fring “We are in the customer service business. Our goal must be to exceed our customers’ expectations every day”. – Dave Thomas True customer satisfaction and stellar customer service can only happen through a complete and proper understanding of customer expectations. Unless your company knows what your customers want, who they are,…
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Customer Value is Most Important
“Creating value is an inherently cooperative process, capturing value is inherently competitive”. – Barry J. Nalebuff The success of everything that companies do with relation to customers – innovation, ramping up customer service, lowering the cost of operations, improving quality of communication via all the channels available and many others – depends on customer value.…
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Your Customers Don’t Come Back?
“Don’t find fault, find a remedy”. – Henry Ford Every company has experienced this disappointing and disheartening truth that customers don’t come back. Despite the fact that there could be many reasons, it is possible to mend the dent and look at each experience as an opportunity to learn and grow. Resolving the issues of…
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Re-engaging with Dormant Customers
If you are not constantly monitoring the number of customers who actually reply and or respond to your campaigns you will never know how many of them are inactive or dormant. If you don’t know then, it would be impossible re-engaging with dormant customers and you will most certainly be losing out on business through…
