Posts Tagged ‘Customer Experience’
80 Percent of Customer Service: Just Being Nice
Woody Allen once said, “80 percent of success is just showing up.” To that I would add, “80 percent of customer service is just being nice.”
Read More Bad Advice on Data Decisions
My problem is that so-called “data from customers” is rarely truth. Data gathering is plagued with problems of research design, random lists, skewed questions, half truth and innuendo disguised as data.
Read More Don’t Create a Disconnect for Your Customers
Remember: whether it is your Facebook presence, your website, your radio spots or how your phone is answered, every one of those choices either connects me closer to your brand or makes me notice the disconnect.
Read More Partial Customer Satisfaction
Customers want choice. For many businesses, an important aspect of keeping customers happy is giving them options to tailor the product or service to their liking.
Read More Dig Into the Customer Experience Before Launching New Products
I’ll bet that most smaller businesses and nonprofits launch products, services, and programs without ever digging into the expected customer or user experience. They may or may not do the due diligence by researching their market’s reactions to names, descriptions, and visuals.
Read More Recognizing and Responding to Institutional Customer Complaints
An institutional complaint happens when a customer complains about the way you do business. Usually the complaint is issued to a front line employee who has no control over the concern identified.
Read More Make Them Want More: 7 Tips to Retain Customers
Your customers are one of the main pillars of your business structure. You won’t be able to create a sustainable and profit-generating enterprise if you don’t have people who will buy and patronize your merchandise.
Read More Before You Can Be Customer Centric, You Must Be Employee Centric
Customers must be a company’s top priority for it to succeed. But in order to have a truly customer-centric outlook, the same level of service must start within the organization with a dedication to employees.
Read More Are National Retailers Outpacing Locals on Customer Service?
The folks at at Software Advice—a free resource for customer service technology reviews—just concluded a six-month project called “The Great Retail Experience Race: Local vs. National.” The research was designed to compare the customer experience of five small retailers and five comparable national chain stores.
Read More Why Employees Need Guidelines, Not Just Rules
Rules are an essential part of any business. Rules are necessary to ensure we make intentional decisions. Rules are written to make sure people are treated equally and consistently. But it’s impossible to make rules to govern every possible scenario that may occur.
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