Category: Customer Service

“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…

“Get a feedback loop and listen to it…When people give you feedback, cherish it and use it.” – Randy Pausch We know for sure that customer feedback is essential and companies know it too, which is why they use various methods and formulate strategies to gather as much information and insights from their customers. Despite…

“Supporting customers through multiple channels is no longer an option for financial services organizations; it’s a necessity.” – Sonny Singh There is no doubt that customers expect companies to serve them in the way that customers want. While it may seem easier to stay connected now, given the number of communication channels, the truth is that…

“Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has the customer expectation.  In our case, that our service meets and exceeds the expectation of our clients through what we do, say, and portray in our day to day…

“People do not buy goods and services. They buy relations, stories, and magic.” – Seth Godin The quote above states lucidly what building brand admiration is all about and why companies must focus on this activity. With so many brands and companies mushrooming all around, it creating admiration for one’s brand has become even more…

“Listening to feedback makes customers feel more appreciated and part of the value creation process.” – Ray Poynter Co-creation of value is a process in which companies and their customers work in tandem, to create, improve, and innovate, such that better ideas, products, and services are ‘born’. While a company may begin the process of…

“I enjoy the challenge of improving policies and procedures that will facilitate growth, maintain control, and increase the success of our clients.” – Craig A Meadows We know that today’s customer is a lot more demanding, impatient, and unwilling to accept ‘second fiddle’. The reason for these dramatic changes is that the market is shrinking…

“Big data may tell you how many customers you have won or lost but not necessarily why. This is the intelligence that can really make a difference.” – Jane Frost Let us begin with a cliché – no customers, no business. Simple enough to comprehend, and yet many companies still struggle with coming to grips…

“Remarkable experiences leave a mark – whether the experience is remarkably good, or remarkably bad. These memories are mind-share, essentially brand equity, the capital of brands.” – Niko Nyman There is possibly no room for doubt that brand experiences are critical to customer loyalty – having a direct bearing on how customers view and interact…

“The two words ‘information’ and ‘communication’ are often used interchangeably, but they signify quite different things. Information is giving out; communication is getting through”. -Sydney J. Harris Everyone knows that gaining more customers and retaining existing ones is extremely crucial to the success of any business. In trying to gain more customers, one of the…