Category: Customer Service

“Well, the customer experience is a journey, too. It’s a never-ending journey. You must always strive to deliver that ultimate customer experience, not only at a single touch-point but also – especially – along the entire journey.” – Annette Franz (Gleneicki), CCXP What better way for a company to gain success than by delivering top class…

“A sustainable brand is one that has a meaning or purpose that goes beyond making money, instead seeking to increase the wellbeing of humanity and all life on our planet. It sees people as creativists, not consumers. And it understands the lifecycle and environmental impact of all its activities, so that it can seek to…

“User habits are a competitive advantage. Products that change customer routines are less susceptible to attacks from other companies.” – Nir Eyal Even though the common notion is that habits die hard, the fact is that some habits can change. Customer buying habits are from the latter category. Customer buying habits have evolved and continue…

“Companies that grow for the sake of growth or that expand into areas outside their core business strategy often stumble. On the other hand, companies that build scale for the benefit of their customers and shareholders more often succeed over time.” – Jamie Dimon The essence of title is lucidly conveyed through the quote. The…

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” – Zig Ziglar We have discussed several times that for customers to remain with a company or become encouraged to start an association with it, they would require to trust and be able to rely on the…

“When customers share their story, they’re not just sharing pain points. They’re actually teaching you how to make your product, service, and business better. Your customer service organization should be designed to efficiently communicate those issues.”– Kristin Smaby Customer criticism and complaints are an inevitable part of any business, irrespective of how well run and…

“Personalization wasn’t supposed to be a cleverly veiled way to chase prospects around the web, showing them the same spammy ad for the same lame stuff as everyone else sees. No, it is a chance to differentiate at a human scale, to use behaviour as the most important clue about what people want and more…

“Don’t find fault. Find a remedy.” – Henry Ford While running a business, one is always dealing with customers. Most companies constantly instruct their customer service staff to accept whatever customers say – effectively accepting that the customer is always right. Of course, this is not true but what is true is that customers hate…

“The budget is not just a collection of numbers, but an expression of our values and aspirations”. – Jacob Lew Cutting expenses and maintaining a frugal budget, does not mean that your business would not have what is essential for it. Cutting expenses is more about making smarter and more intelligent business choices that would…