Category: Customer Service

“Perception is assumed to be reality until clients encounter the reality of the brand, don’t fake it” – Bernard Kelvin Clive Anyone in business would know and stand by the statement “The customer’s perception is reality”. How customers perceive a business, a brand, and offerings of a company would determine whether they buy or not…

“Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans.” – Ken Blanchard The ‘honeymoon days’ are over for companies and those in customer service.…

“Employees who are controlled cannot respond caringly, you need superior knowledge and real leadership, not management. Because of this we specifically developed a selection process for leaders; we don’t hire managers”. – Horst Schulze Rising competition, limited resources, similar products, and a shrinking marketplace, are aspects that a company’s leadership are compelled to deal with…

“If customers say you’re just ‘all right’, you’ve not done enough. You have failed to delight.” – Ron Kauffman Given that the marketplace is so rushed, and competition is on the rise, many companies make the mistake of forgetting to read reviews or make the effort to know what customers say about their company. The…

“Clear Content, simple navigation, and answers to customer questions have the biggest impact on business value. Advanced technology matters much less.” – Jakob Nielsen Customer service professionals should be experts and intuitive enough to know what customers want – this is one of the top expectations of customers. Given that this is an expectation, it…

“I believe that conventional marketing techniques are increasingly ineffective. Customers are hyped out. They have been ‘over-marketed’. They are becoming more cynical about the whole advertising and marketing process.” – Anita Roddick The title of the article proves to be a scary truth for some businesses, and a lingering fear for most. Only when customers…

“Effectively, change is almost impossible without industry-wide collaboration, cooperation, and consensus.” – Simon Mainwaring To start with, customer collaboration is about what a company does with feedback received from customers in order to make its service, products, and business consistently better. Such collaboration is possible only when everyone – that is the employees – works together…

“The true test of a business’ customer service effort is not when things are going right –but rather is done when things go wrong.” – Steve Ferrante We all know that companies mess up – quite often. We also know that some customers can be quite difficult and unforgiving. However, research shows that over 40%…

“To the customer, YOU are the company.” – Shep Hyken It is possibly never the intention of any business to make service errors. Most of the time service lapses happen without a company even knowing that they are annoying customers to the extent that customers might leave. Many companies continue to struggle with building and…

“When you have two coffee shops right next to each other, and each sells the exact same coffee at the exact same price, service design is what makes you walk into one and not the other.” – 31 Volts Service Design Customer experience is no longer just a concept. For discerning companies, it has become…