Why are customers leaving?
Why do customers leave? There are many reasons why customers leave, and usually it isn’t for only one reason. But have you asked yourself if your customer service is a contributing factor ? Or maybe it’s the lack of customer service … As a business owner, executive or manager of an organisation, how do you know [...]
Definition of Customer Satisfaction – Redux and Mea Culpa
My last post Definition of Customer Satisfaction was syndicated on CustomerThink and led to a great discussion with Graham Hill. (He also blogs on CustomerThink) In our comment discussion, he questioned why I was trying to reinvent the wheel and then we discussed why customer satisfaction is so hard to define. My original intention with [...]
Definition of Customer Satisfaction
Everyone talks about customer satisfaction and some see it as the “holy grail” of a customer-centric business. But what is it really? Is there a simple basic definition? On Wikipedia, customer satisfaction is defined as “Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation.” [...]
Customer Excellence by Using a Sincere Apology
There is tremendous power in delivering a sincere apology, especially when dealing with an unhappy or dissatisfied customer. Whenever you’re working with an unhappy client, your first step should always be to listen with empathy. However, immediately afterward, it is tremendously important to deliver a sincere apology. There have been numerous blog posts on this [...]
SpeechTechMag.com: Purpose, Passion, and People Make Businesses Beloved
SpeechTechMag.com: Purpose, Passion, and People Make Businesses Beloved An interesting article about the presentation that Jeanne Bliss delivered at Nuance Conversations 2008.
