Category: Customer Service

“The first step in exceeding your customer’s expectations is to know those expectations.” Roy H. Williams The power of the customer has increased and unless a company has made customers its priority, survival in the current business environment would be near impossible. With so many choices and options, it is not surprising that what customers…

“The balance of power has shifted from brand to consumers. And the impact of consumer empowerment cannot be underestimated.” – slideshare.net The balance of power as mentioned in the quote, encompasses every aspect of the relationship between companies and their customers. This has enhanced the customer’s power to negotiate more than ever before. Not only…

“If your customer base is ageing with you, then eventually you are going to become obsolete or irrelevant. You need to be constantly figuring out who are your new customers and what are you doing to stay forever young.” – Jeff Bezos Expanding the customer base is not something that only small businesses remain concerned…

“Customer Success is about more than delivering service or support.” – Lincoln Murphy Referring to the quote above, it is clear that providing the bare minimum service will not lead to customer success and without it; customers might not stay around long enough, as they would not perceive value in the association. Companies and their…

“Customer Service is everything and anything that touches a customer – directly or indirectly. Customer service means servicing customers and it’s so much more than just solving problems or addressing complaints. Customer service is part of a holistic customer experience that is capable of providing a critical competitive advantage in today’s increasingly cluttered and commoditized…

“A recommendation from a customer is a direct result of how effective you have been at gaining their trust and delivering a product that fits their needs.” – Steve Kloyda Any business would agree that customer referrals are the best and most powerful way to attract more business. Increasing customer referrals would in turn help…

“True loyalty doesn’t come because of an app. It doesn’t come because you have a punch card where after ten punches you get a free sandwich. It is about the relationship. Take away those “perks” and would the customer still be loyal?” – Shep Hyken Any business would know the importance and criticality of maintaining…

“This next generation solution builds on our knowledge and expertise in delivering compelling contact centre solutions for enterprise customers. This also strengthens our leadership position in offering innovative IP-based technologies to meet the changing needs of business today.” – John MacDonald There is no doubt that in this age of technology – smart devices, apps…

“Brands must empower their community to be change agents in their own right. To that end, they need to take on a mentoring role. This means the brand provides the tools, techniques and strategies for their customers to become more effective marketers in achieving their own goals”. – Simon Mainwaring Companies must empower customers –…

“Users don’t care about you, they care about themselves and solutions to their problems. Write copy accordingly.” – Peep Laja The quote expresses simply yet powerfully why companies must focus on content. Well-written content is an effective way to let customers know that your company has the solutions to their problems, which in turn would…