Category: Customer Service

“Social Media is more useful for building loyalty than for creating customers from thin air.” – socialeemedia.com There is no doubt that social media has now occupied a very large part of our lives – both business and personal. From the business perspective, social media has begun to play a focal role in forging meaningful…

“People do not buy goods and services. They buy relations, stories, and magic.” – Seth Godin When customers buy, they do so for several reasons. In order to create or add value for customers, companies must understand the customer buying process – the reasons customers buy from certain companies and particular products, while ignoring others.…

“Customer success is simply ensuring that your customers achieve their desired outcome through their interactions with your company. That’s it” – Lincoln Murphy The stark reality is that customers now, with so many choices and options, still want more and that means that loyalty is no longer a concern for them. Customer loyalty is ephemeral…

“There are many who subscribe to the convention that service is a business cost, but our data demonstrates that superior service is an investment that can help drive business growth. Investing in quality talent, and ensuring they have the skills, training and tools that enable them to empathize and actively listen to customers are central…

“Everybody gets so much information all day long that they lose their common sense. – Gertrude Stein” Company representatives, namely sales personnel, constantly experience situations where customers do not respond post discussions over the phone, follow up emails, and even requests for sales proposals. It would have seemed like the customer had a real need,…

“Rather than focus on trying to get a lot of customers to market yourself, really focus more on the actual produce or service itself and existing users to, like, what would make happier, what would make them come back more and more times, or in our case buy more often.” – Tony Hsieh Every business…

“Your customer doesn’t care how much you know until they know how much you care”. – Damon Richards We stress the importance of communicating with customers because without constant interaction it is very likely that customers may forget about a company / product. However, despite the importance of communication, companies must know all the things…

“It is not your customer’s job to remember you. It is your obligation and responsibility to make sure they don’t have the chance to forget you”. – Patricia Fripp Business is all about ensuring that customers buy from your company rather than your closest competitor. However, a company must first know and understand the factors…

“Actionable buyer personas reveal insights about your buyers’ decisions — the specific attitudes, concerns and criteria that drive prospective customers to choose you, your competitor or the status quo.” – Adele Revella It is important to get customer personas right. However, why it is so critical requires some explaining. To start with, customer personas are…