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Resolve Customer Service Complaints Quickly
Do you spend more time than you would like on the phone dealing with bad customer service? Smart companies should realize that if they waste their customers’ time, they will eventually lose those customers.
Neuroscience Can Be Used to Improve Customer Loyalty
There has been some interesting work done by Dr. Daniel Kahneman, a professor at Princeton University in the area of behavioral economics. One of the phenomena that he has written about, and which has been given much attention is the peak–end rule. This rule provides some excellent guidance for building customer loyalty.
“Of Course!” Customer Service in Two Words
When traveling, I always observe how hospitality and customer service makes me like or dislike a location or business. Let me tell you, customer service and memorable hospitality is alive and thriving in Greece!
How to Hear the Customer Out in Three Easy Steps
There are some customers that just want to be heard. We all know the type—they aren’t so much upset with your company as they just want your company to hear them out. In fact, these types of customers are typically easier to handle than customers who are truly upset at your company.
Don’t Undervalue Customer Retention
Most of us know that keeping customers is important to the success of our businesses or nonprofits. Yet, there’s still an over-weighted emphasis on customer acquisition even though it costs more.
Social Customer Service Equals Positive Experiences
I recently had the privilege of working with an amazing, customer-focused operation. Hy-Vee, a Midwest grocery store chain, impressed me, as I’m sure they impress their customers, with their amazing service delivered by dedicated employees.
QoS: Quality of Service
In the old days of land lines, telecommunications providers were very concerned about QoS. Broadly, that meant crystal clear calls, connected 100% of the time and never dropped.
Start a Conversation with Your Customer?
Start a conversation with your customer? I know, it’s crazy talk. Why in the world would you want to talk to the very people who choose to do business with you?
Surprise: Men and Women are Different
Loyalty programs that include both men and women must consider the way that men and women view loyalty. Even though many companies see the marketplace from a unisex perspective, genetics and chemistry demonstrate that differences do exist between sexes.
The “Drop Dead” Question for a Customer Survey
Sean Ellis, the marketing guru behind DropBox and other successes, advises clients that, “The most important question on a survey is, ‘How would you feel if you could no longer use this product?'”
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