Category: Customer Service

“Go beyond merely communicating to ‘connecting’ with people.” – Jerry Bruckner The times have changed. Customers have changed. The friendly chit-chat in the neighbourhood grocery store is passé. Customers expect and we must add, demand that companies no longer focus on only satisfying their basic requirements. They want to ‘feel’ a synergy and they strongly…

“Once you achieve intimacy and connection, I predict that innovation, partnership, execution and success won’t be far behind.” – Susan Scott Customers are a demanding lot and rightly so. However despite the hard-core business demands, they too desire to move beyond just individual transactions and experiences and build long term relationships with the companies they…

“To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity”. – Douglas Adams Irrespective of size, or range of products or the seemingly best customer service there is, a company is nothing if it does not maintain integrity in business dealings. Companies must…

“Customer partnership is a shared journey to create a future for both parties that is better than either could have developed alone.” – Emmett C Murphy and Mark A Murphy Any company that claims to be customer focused, customer centric, customer aligned or any other such terms to indicate their affinity with putting customers first,…

“The successful man is the one who finds out what is the matter with his business before his competitors do.” – Roy L. Smith The quote is bang-on to let companies know how important it is to know what is going on inside their company that needs tweaking and changing and also to do it…

“Mass advertising can help build brands, but authenticity is what makes them last. If people believe they share values with a company, they will stay loyal to the brand.”- Howard Schultz It is true that companies need customers as brand ambassadors but it is also true that this will not happen if all your company…

“This may seem simple, but you need to give customers what they want, not what you think they want. And, if you do this people will keep coming back.” – John Ilhan The fact is that despite the simplicity of this thought, most companies don’t seem to have a grip on it and are unable…

“People leave when they don’t feel appreciated. That’s why we’ve made recognition a really high value. Our business is people-capability first; then you satisfy customers; then you make money.”– David Novak I love the lucidity and succinctness of this quote and despite that it speaks eloquently of how being appreciated and incentives are essential for…

“Employees who believe that management is concerned about them as a whole person – not just an employee – are more productive, more satisfied, more fulfilled. Satisfied employees mean satisfied customers, which leads to profitability.” – Anne M. Mulcahy A great quote from an outstanding leader.  If external customers are the reason companies are in…

<i>“Good manners have much to do with the emotions. To make them ring true, one must feel them, not merely exhibit them.” – Amy Vanderbilt</i> The digital age dictates everything – our technology, food, business and almost every realm of our life. Customers seek out companies that are fast, can provide service on the go,…