Category: Customer Service

“Memorable stories (good or bad) about the things you do are retold….from a customer to a potential customer. What kinds of stories are being told about you? – BillQuiseng.com While we understand the importance of retaining existing customers, we also know that increasing business is possible by gaining more customers. It is therefore imperative for…

“Regardless of how much you spend to support it, your brand is still no better than how your customers experience it”. – Mike Wittenstein Holiday season brings a lot of cheer to businesses in every industry. The season means more sales, revenue, and profits which obviously is reason for celebration. However, it is also the…

“The most powerful way a company can add value is to provide a place where prospects, customers, and the company itself can interact.” – Online Community Playbook Going by the quote, it is obvious why building a customer online community would be beneficial for a company. Given that today most of the world ‘lives within’…

“Our business is about technology, yes. But it’s also about operations and customer relationships.” – Michael Dell It would be normal to expect that even customer service would be affected by technology, given its permeation in every aspect of life. Companies are increasingly delivering service through technology, and most of the ‘requests’ are initiated by…

“Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.” – William Deming Most companies excel at being able to calculate their revenue and overall profit. However, ask them if they know which of their customers are contributing the most to that profit, and…

“Customer Service is everything and anything that touches a customer – directly or indirectly. Customer service means servicing customers, and it’s so much more than just solving problems or addressing complaints. Customer service is part of a holistic customer experience that is capable of providing a critical competitive advantage in today’s increasingly cluttered and commoditized…

“Listening to feedback makes customers feel more appreciated and part of the value creation process.” – Ray Poynter If someone were to ask companies whether they believed that customer feedback is critical, we are certain that all heads would nod vigorously. However, they might simultaneously also believe that the data and analytics they have provide…

“It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you’ll do things differently.” – Warren Buffett Whether personal or business life, reputation is what matters. Considering that reputation is built on trust, it is extremely fragile and a single lapse or error could cause irreversible…

“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skilful execution; it represents the wise choice of many options.” – William A Foster In the last exposition, we spoke about digital versus traditional customer service. We believe that a combination of both is intelligent customer service.…

“Traditional corporations, particularly large-scale service and manufacturing businesses are organized for efficiency. Or consistency. But not joy. Joy comes from surprise and connection and humanity and transparency and new…If you fear special requests, if you staff with cogs, if you have to put it all in a manual, then the chances of amazing someone are…