Category: Customer Service

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou Research shows that today customer emotions play a major role in brand experiences, and companies today must ensure they are able to elicit positive emotions to retain customers and remain…

“79% of customers trust a customer review, as much as a personal referral.” – BrightLocal We discussed earlier about the importance of customer testimonials for business success. In this exposition, we will speak pertinently about the significance and importance of customer product reviews. These reviews are quintessential to a company’s branding, marketing, and promotional campaigns.…

“Customer loyalty is a two-way street. Loyalty begets loyalty. Be loyal to your customers and they’re more likely to be loyal to you and your company.” – Steve Dorfman There is no doubt that customer loyalty continues to be the most potent asset for any company, and is the foundation of a successful customer-company relationship.…

“Nothing draws a crowd quite like a crowd.” – P.T. Barnum Why are customer testimonials so important today for business success? Well, the answer lies in technology – customers today have a very large number of channels of communication and expression. It is easy for anyone to post a comment, write a review, endorse a…

“Customer experience is the new advertising department.” – Max Kalehoff In the last exposition, we spoke about the importance of customer-centricity and strategies around this approach. The reason such a mind-set has gained popularity is that the customer’s view of customer experience has undergone a major and significant shift. They expect and demand that every…

“A customer culture is as fundamental to your business as breathing is to living. It is the life force of your business.”- Dr. Linden R Brown Everyone agrees that a focus on customers is essential and that to do so customer-centric strategies must be in place. However, do companies have a clear understanding of what…

“Successful CRM is about competing in the relationship dimension. Not as an alternative to having a competitive product or reasonable price-but as a differentiator.” – Bob Thompson Today the customers for any business ‘call the shots’, and it is the relationship that companies are able to build with them that help sustain businesses long-term. Customer…

“If you love your customer to death, you can’t go wrong”. – Graham Day It is Valentine’s Day, and wherever you look it seems as though cupid has taken over, red is the favourite colour, and those selling Valentine’s Day goodies seem to be doing brisk business. Couples are probably making several plans on how…

“Stop selling, start helping.” – Zig Zaglar When companies focus only on selling, and forget that their ‘relationship’ with customers is based on understanding and helping them, these would form the reasons customers dump a company. Simply forming a relationship with customers will not ensure the strength and length of the relationship – companies need…

“To give real service, you must add something which cannot be bought or measured with money, and that is integrity and sincerity.” – Douglas Adams The quote above complements beautifully the subject of this exposition – sincerity in customer service is not a ‘product’ or a tangible object, and yet without it customers would receive…