Category: Customer Service

“When you are your most authentic self, the competition becomes irrelevant.” – Pinterest While the title may sound harsh, but in today’s cutthroat business environment, the only way to ensure survival is by making your competitors irrelevant by capturing the attention and love of their customers. Of course, this may not be easy and would…

“Customers don’t care about your solution. They care about their problems.” – Dave McClure One of the top ways to turn off customers is for a company to do the opposite of what is mentioned in the quote – that is focusing on the solutions it provides rather than the problems of the customers. As…

“Start the retention process when the person is still open to staying and not after they’ve already told you they’re leaving.” – Pinterest In the earlier exposition, we spoke about what constitutes customer success, and what it is not. It is true however, that making customers successful with lead to retaining them for a long…

“Make everyone think about things from the customer’s perspective…design how things work jointly with your customers.” – Mike Grafham What do you think is customer success and how can a company manage it well? We believe that customer success is about developing strategies to make the customer successful, through the association with the company and…

“To lose a customer and replace it is very expensive. It’s critical that we have low churn…The investment we make in having a live person pays for itself in the long term.” – John Nee Customer Churn is possibly one of the worst aspects of any business. It can, if left unchecked, completely destroy a…

“When a customer asks what no one else has ever asked, pay close attention” – Ron Kauffman The human brain is a marvel of creation. However, it does have its constraints and can hold only a limited amount of information before it begins to feel tired, bored, and distracted. This in turn means that a…

“He who gives when he is asked has waited too long.” – Lucius Annaeus Seneca The quote above amply explains what proactive customer service should be about, and why such service would be important to customers. This kind of service strategy is not new, and is extremely effective in gaining and retaining customers, but still…

“The moment you make a mistake in pricing, you’re eating into your reputation or your profits.” – Katharine Paine The market continues to become competitive – irrespective of which part of the globe a company operates within. To make matters worse companies must contend with low priced competitors – who may or may not offer…

“Real marketing seeks to attach to existing or even latent behaviour of our customers by humbly offering up and inserting perfectly placed instants of value, maybe even magic, into the human mix of natural and multiplying mobile behaviours.” – Thom Kennon In this world of digitization, it would be impossible to find a company and…