Posts Tagged ‘Customer Satisfaction’
Don’t Drive Your Customers Away!
I, and so many others, write constantly about how buying is changing and how sellers (sales and marketing) must change to respond to these changes. But how often do we write about how not to drive your customers away? We read about how email is failing, phone calls, social, and virtually every other engagement platform.…
Read More6 Proven Ways To Get Positive Customer Reviews
A BrightLocal survey found recently that positive customer reviews make 73% of customers more likely to trust a company more. So, getting more positive online reviews for your company and brand is vital. How do you do that? Here are the most effective ways to obtain great online reviews for your business: Ask The Buyer…
Read MoreStop Delighting Your Customers
How would you define marketing? Christian Grönroos, Professor of Service and Relationship Marketing at the Hanken School of Economics, has a thoughtful take. In his paper (Defining Marketing 2005) he states that marketing revolves around customer relations, where the objectives of the parties involved are met through various kinds of exchanges. At first, it sounds…
Read MoreAirline Communication Amid Coronavirus – Any Lessons?
As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past weeks, I have received communication from several airlines re changes in policies amid the Coronavirus spread. As a customer, I felt some were far better than others and thought it would be interesting to evaluate a few of them…
Read MoreHow the Right Software Can Supercharge Your Catering Business
Software can be used in just about any type of business to boost efficiency. The best platforms make it easier to manage many individual tasks. As a catering business armed with the right type of software, you could ensure correct execution of processes, from order tracking to delivery. Your platform could help enhance customer satisfaction…
Read MoreCSAT vs CES: Does It Matter?
Many commercial businesses that provide after-sale services seek ways to improve customer loyalty through their customer service organizations. In addition, companies want to utilize their resources as productively as possible. Since there are many dimensions to customer service, companies want to understand how best to utilize limited resources. The basic premise that most companies rely…
Read MoreCustomer Service Insights: Satisfied is Worse Than Unsatisfied
How are you tracking customer satisfaction levels with your customers? Are you asking whether they are satisfied? If so, you are probably not getting a true answer. Today, customers are so conditioned that when we are asked questions like this, they just say “Yes.” Think about your own experiences. How often have you said things…
Read MoreWho Cares About Customer Loyalty?
Repeat customers, raving fans, angry backlashers, commodity shoppers. Oh boy, what a range of loyalty these represent. And in your years, you may have experienced all of these. Here’s another way to look at the ladder to an ideal customer loyalty relationship. But first, let’s examine the three kinds of loyalty you don’t want to engender……
Read More7 Tips to Deal with Unhappy Customers
No one likes to receive a complaint—but complaints are worth their weight in gold if an organization learns from them and then uses the information to improve the customer experience. Customer complaints can be used to build a better customer experience and turn a dissatisfied customer into a raving fan. A good response to a…
Read MoreHow Much Do You Focus on Your Customers’ Needs and Wants?
Do you know your customers’ needs and wants? No, I mean really know their needs and wants? It appears that 38% of marketers find this their number-one challenge, regardless of company size or industry. According to the newly released global report, The 2016 Digital Marketer from Experian, “Customer-centric brands are shifting the way they think about “customers” or “consumers”…
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