Yonyx Posts

“Make the customer the hero of your story’ – verticalinsite.com Cannot say this enough – all customers are not equal, in any respect. This fact therefore, should be the cornerstone for any company when dealing with customers and trying to keep pace with their needs. Given that any company could have several customers, personalizing service, messages,…

“If you take care of your employees they will take care of your customers and your business will take care of itself.” – J W Marriott In the last exposition, we spoke about establishing a culture focused on customers and we said that it is employees who either make or defeat the establishment of such…

“You have to hire right, train right, manage right and always work at creating a customer focused culture.” – Shep Hyken Adopting a culture focused on customers is no longer a passing fad or only a nice to do – it is what will gain a leading competitive advantage for any company, irrespective of size.…

“If people believe they share values with a company, they will stay loyal to the brand.” – Howard Schultz The converse of the quote is true and becomes the reason that companies lose customer trust. Sadly, companies seem consistently focused on making sales and forget a very critical part of business – gaining customer trust.…

“We all make them, the difference is what we do after we make the mistake, how we see the mistake – a learning experience or a failure.” – Catherine Pulsifer Making mistakes is possibly the most obvious sign of being human and that would make many businesses ‘too human’ at times. The most common are…

“The customer may not always be right, but they are always the customer. So, let the customer be wrong with dignity and respect.” – Shep Hyken Every business has customers – obviously. Without customers there is no use of a business – they play the central role in existence and sustenance of a business. Even…

“Customer experience is a catalyst of transformation. It directly impacts culture, strategy, structure and all parts of a business.” – Christine Crandell While companies may claim that they care about their customers and do whatever it takes to keep them happy, the truth is that very often customer experiences are frustrating and far removed from…

“If your emotional abilities aren’t in hand, if you don’t have self-awareness, if you are not able to manage your distressing emotions, if you can’t have empathy and have effective relationships, then no matter how smart you are, you are not going to get very far”. Daniel Goleman In the last exposition, we spoke about…

“Find a way to be personal with your customers and connect with them on a human level.” – Andrew Reid Why is staying connected with customers (or anyone for that matter) so vital? We cannot repeat this often enough – customer needs and expectations change fast and unexpectedly, and without staying connected, it would be…

“A brand is what a business does, reputation is what people remember.” – Ted Rubin With the surge of social media and on-line business, it is obvious now that even one unhappy customer can ruin reputation. That one negative comment, post, picture evidence, or all of these would be enough to hurt a company and…