Category: Customer Service

“Revolve your world around the customer and more customers will revolve around you.” -Heather Williams If you have a business, you have customers. These customers make decisions with regard to buying, almost daily, and they have a number of reasons why they would go ahead with a purchase or not. Some customers know what they…

“Focusing on the core of your brand – and staying committed to that focus – is the key to building a strong brand.” – Denise Lee Yohn Irrespective of the size of a company and the industry within which it operates, it is critical to build a strong brand customers identify with and are happy…

“Increasing customer retention rates by 5% increases profits by 25% to 95%”. – Harvard Business School Given the statistics mentioned above, it would seem that every company would go all out to ensure customer retention. This is not something that will happen on its own – companies must be proactive and relentless in the pursuit…

“Take some time to play around with segmentation. If you can pinpoint your best and worst customers it’s well worth the time.” – Des MacHale Every business has different ‘kinds’ of customers. Some are loyal and profitable, contributing in several ways to the success of the business, while others are clearly a liability. They cost…

“How you think about your customers influences how you respond to them.” – Marilyn Suttle One of the top reasons for customers staying or leaving a company is response time. Effective response time to customers is essential to keep them happy and ensure that they come back with more business. Customers do not like to…

“Success is the ability to go from one failure to another with no loss of enthusiasm.” – Sir Winston Churchill It is critical to understand customer experience failure since what customers go through with a company, has a bearing on their decision to stay or leave. Despite the fact that most companies claim that customer…

“To give real service, you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” – Douglas Adams To stay authentic for a business would mean that it is consistent, reliable, and dependable – always doing what it says. A company that is able to display authenticity through…

“We used to think that the enterprise was the hardest customer to satisfy, but we were wrong. It turns out consumers are harder than the enterprise because the consumer will not give you a second chance”- Eric Schmidt Irrespective of what your (or another) company believes, there is always scope and many ways to really…

“Bad companies are destroyed by crisis. Good companies survive them. Great companies are improved by them.” – Andy Grove The fact is in business bad things do happen, and despite best efforts, a company would face some kind of crisis that could challenge its very foundation. Such unforeseen circumstances could have debilitating and devastating effects…

“Custom buttons go to the heart of the personalization we’ve done. We wanted a scalable way by which each user could customize the toolbar in a meaningful way.” – Sundar Pichai The reason for the quote above is to state what most people seem to err at – personalization and customization are not the same…