Dealing with customers that want to cancel is hard. I know – I’m personally in the midst of trying to cancel my Television/Internet service & trying to keep my frustration in check is difficult to say the least! – however, this blog is not about the customer experience, but rather how to ensure that the […]
Cancellation – the final step in a long and drawn out process Read More »
Customer service is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with
A very important point to remember at all times is that you need to have a more aggressive Internal SLA vs. the one that you are offering to your customers. I know it sounds self evident doesn’t it, but there are no end of organizations that I’ve dealt with where customers are offered a 4hr
INTERNAL AND EXTERNAL SLA’S Read More »
In a similar fashion to interviewing and hiring people – the hardest and most expensive exercise is getting the right employee – getting people back into the door is exactly the same. You want that repeat custom as that is what will save you money in your marketing and advertising. One of the key components
8 RULES OF GOOD CUSTOMER SERVICE & 8 STEPS TO DEFINE A SERVICE Read More »
There are many ways of learning what is essential in your business. However probably the most powerful and least practiced is that of Customer Feedback. Having the greatest widget in the world is useless if your customers don’t want to buy it and if it doesn’t resolve a perceived need. Getting that information from your
The Voice of the Customer Read More »
Managing technical staff is becoming more of a challenge daily. Even more so, when your staff are MORE technical than you are – which to some extent is expected … you are a manager and responsible for multiple area’s of the company, they are specialists and able to focus on their area to the exclusion
Managing Technical Teams Read More »
Perhaps this is stating the obvious, but we want a large base of loyal customers as they are a lot more profitable than just “happy/satisfied” customers. They consistently do business with us and on top of that they give free advertising to others to do business with us. Besides that, we already know that is
Why Do Customers Matter? Read More »
Ensuring that you measure your customers expectations of your business as well as acting to meet and exceed those expectations is a key step in ensuring that you are running a successful and profitable business. Gaining valuable insightful customer feedback is key to ensuring that your business continues to address consumers’ needs. Current data shows
Do you know what they are thinking? Read More »
A common misconception is that if you lower the price you will get more customers. This is not always the case by anymeans and there are some significant downsides to playing the price card which you should consider. Now, you might not really have an option – if your competition has cut their price to
The Fallacy of Price Read More »
Choosing your customer – if you had a choice, would you pick a satisfied customer or a happy customer? Well, first you need to understand the difference between these. Neither of them are unhappy with you, your product or service so what differentiates them? What is a satisfied customer? You could say that they that
Happy Customers vs. Satisfied Customers Read More »
