Category: Customer Service

“Customer experience needs to be a competence, not a function. The end game is to have a customer-centric culture and a set of customer-centric processes, at which point customer-centricity becomes self-sustaining.”- Harley Manning A customer-centric strategy for a company would be to look at the company from the customer’s perspective rather than focusing on itself.…

“It is so much easier to be nice, to be respectful, to put yourself in your customers’ shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship.” – Mark Cuban Relationships are very fragile and a simple mistake or…

“Employee Engagement – the emotional commitment an employee has to the organization and its goals, resulting in the use of discretionary effort.” – Kevin Kruse Human resources are assets – possibly the most valuable assets for any company. It is surprising then that so many companies fail to leverage this asset to better their standing…

“Customers only think problems – you have to provide their solutions.” – zenworkz What would you define as great customer service – as a customer and as a business? We think that among all the factors that go into great service, being able to identify customer problems would probably be one of the most important.…

“Good companies will meet needs; Great companies will create markets.” – Philip Kotler This is the age of ‘fast’ – everything is now and always on. Smart technology is present in every aspect of life – it is fast and always available, which in turn has made people highly impatient and unwilling to wait for…

“The goal of social media is to turn customers into a volunteer marketing army”. – Jay Baer A number of factors have led to the economic turmoil and confusion, which in turn has led to an erosion of trust in every sphere. It is no wonder then that while customers have become smarter and more…

“Customer churn is caused by customer feelings of poor treatment 68% of the time.” – desk.com Customer churn is a reality – an agonizing one – in any business. This in turn leads companies to acquire constantly new customers, which keeps the cycle of churn and acquisition a constant. However, if companies do not take…

”68% of customers leave because they think you don’t care about them.” – ExactlyWriteWebContent.com Customers would agree that as companies have become richer and bigger, appreciation for customers seems forgotten very often. However, smart companies would know that when you show customers you care they reciprocate with increased business and top class testimonials and referrals.…

Wikipedia defines Customer Lifetime Value as – In marketing, customer lifetime value (CLV) (or often CLTV), lifetime customer value (LCV), or life-time value (LTV) is a prediction of the net profit attributed to the entire future relationship with a customer. Based on the definition, it would be necessary for a company to ensure long-term relationships…

“The more you engage with customers the clearer things become and the easier it is to determine what you should be doing.”- John Russell The quote clearly indicates that building a customer engagement mind-set is essential to begin to understand what customers expect and how a company should go about giving it to them. The…