Category: Customer Service

“You don’t earn loyalty in a day. You earn loyalty day-by-day.” – Jeffrey Gitomer What is your understanding of a loyalty plan? Is competitive advantage only had through increased finances or is there more? The phrase loyalty plan itself indicates that it is not a one-off or something that can be justified simply by adding…

“Retention trumps acquisition” – Aaron Ginn “70% of companies say it’s cheaper to retain a customer than acquire one and 49% say that, pound for pound, they achieve better ROI by investing in relationship marketing over acquisition marketing.” – Our Social Times Limited Based on this fact, it is safe to say that companies can insure…

“To be successful, you have to have your heart in your business, and your business in your heart”. -Thomas Watson, Sr. What is the face of your business – your employees first or something else? The face of your business is primarily your company’s website. A great website is one that is attractive, easily navigated…

“Trust is the basis of any customer-provider relationship. Without trust; you have no relationship.” – Robert W Lucas You don’t need gimmicks, promotion brouhaha and other costly methods to attract customers and have great relationships with them. All you need as a company is to excel at what you do, provide stellar customer service and…

“Social Media is about the people! Not about your business. Provide for the people and the people will provide for you.” – Matt Goulart The rise of social media has been nothing short of spectacular and impressive and is now ubiquitous and ever present and has become a major part of both our professional and…

“The employer generally gets the employees he deserves.”- J. Paul Getty Is your company the kind that continually ‘keeps watch and nags’ its employees, makes them work too hard and late hours and refuses to acknowledge their efforts except once a year? Well don’t be surprised if we tell you that you are the reason…

“This is the dark side of brands…Whether it’s a big screen TV or a car, the evidence is overwhelmingly clear that human beings metabolize these things very quickly…These kinds of external objects do not provide enduring satisfaction.” – Dan Pink Which of us does not know someone who is a brand maniac? Some of us…

“Always keep in mind the old retail adage: Customers remember the service a lot longer than they remember the price.” – Lauren Freedman We have discussed previously as to how companies are working towards cutting costs and also continually trying to raise the bar on their customer service. We also discussed that customers still prefer…

“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” – Jeff Bezos As a function, customer service is by its very nature demanding. The quote above aptly describes the paradigm shift in the thought…

“Social media spark a revelation that we, the people, have a voice, and through the democratization of content and ideas we can once again unite around common passions, inspire movements, and ignite change.” – Brian Solis Social media has undoubtedly become a ‘dictator’ – it dictates how people interact, how companies engage with customers and…