Category: Customer Service

“Move from serving clients the way YOU like to be served to serving them the way THEY like to be served. It’s as simple as asking their preference.” – Marilyn Suttle Just recently, and in the past too, we have discussed the importance of managing and connecting to the emotions of customers. Today we are…

“In an era when companies see online support as a way to shield themselves from ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: building human-centric customer service through great people and clever technology. So, get to know your customers. Humanize them. Humanize yourself. It’s worth it.” – Kristin Smaby We…

“If as a company, your customer service is not becoming to your company, your customers will be going to your competition.” – Bob Teague We have discussed several times about the importance and value customers now place on service. In fact, customer service has overtaken quality products and competitive pricing as the most preferred aspect…

“Branding is not merely about differentiating products; it is about striking emotional chords with consumers. It is about cultivating identity, attachment, and trust to inspire customer loyalty.”- Nirmalya Kumar The interesting truth about customers and their buying decisions is that the approach is hardly ever rational / logical. What this means is that they do…

“Make your product easier to buy than your competition, or you will find your customers buying from them, not you” – Mark Cuban Most companies would have a wide range of products and or services, and would strive to ensure that they maintain high quality and provide top class customer service too. This should mean…

“Consumers will prefer to spend 15 minutes reading an excellent story that spending 15 seconds viewing an advertisement.” – EsmeeNetwork Is it acceptable to begin with a cliché? “Content is king” – this phrase was first said by Sumner Redstone of Viacom and later used by Bill Gates. With the popularity of the internet and…

“Engagement with the customer today isn’t just pouring a message on their head and hoping they get wet. It really is understanding that you must be present in a conversation they want to have, not when you want to.” – pinterest.com Every business would realize that active customer engagement is the path to creating raving…

“If you are going to achieve excellence in big things, you develop the habit in little matters. Excellence is not an exception, it is a prevailing attitude”. – Colin Powell Companies may claim that they are focused on their customers and they know what their customers really care about, but how accurate that is, depends…

“If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the internet, they can each tell 6,000” – Jeff Bezos The quote above puts in words, what is perhaps the worst nightmare for any company. There is no denying the power of online customer reviews…

“The best predictor of future behaviour is relevant past behaviour” – Dr. Phil Why is predicting customer behaviour such a big deal? The most obvious answer would be –because customer needs, preferences, and circumstances change swiftly. There is no one set pattern of how customers may behave and hence it should be one of the…