Five Ways to Increase Customer Loyalty
We often speak of customer loyalty as the holy grail in customer service and marketing. But, does it really exist today? I really don’t think it does. However, it is possible to get to some approximation of loyalty. We can ensure that our customers’ experience with our organisations do more than meet their expectations. We can also [...]
Do You Make These Mistakes When Looking for Customer Feedback?
So, you’re the president, CEO or an executive in your company. You probably wonder now and again what your customers are thinking. Maybe you’d like to know what your customers want… I sure hope you do! How else can you lead the company if you don’t have a clue about what your customers want and [...]
I Quit! Really!
I quit! Yes, I quit smoking a few days ago. After being a pack a day smoker for many years, I know that there are also side-effects to quitting. (It also isn’t my first try.) [Before you leave, I assure you that there is a segue to customer service here; bear with me a little [...]
Giving Thanks
Wednesday was the biggest travel day of the year in the United States. People were travelling (sometimes thousands of kilometres) to be with their families for Thanksgiving yesterday. The concept of Thanksgiving is a wonderful holiday. It is a time to thank yourself and others for what we have and, in the USA, this holiday is more important than Christmas for [...]
What do My Customers Want?
I’m sure that you’ve heard it, maybe even said it. What do my customers want? Sadly, it’s a refrain that I hear often. I hear it from sales, support, professional services, finance, management, entrpreneurs… People feel like they’re doing everything for their customers. But, they’re frustrated when they find out that those same customers are [...]
