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 [...]
Use of Fear in Delivering Excellent Service?
A few days ago, Kate Nasser published an interesting post called “Empathy in Customer Care – Lose Your Fear!“ In it, she discussed how people are more willing to help others who are afraid rather than those who are angry. I even added a comment to the effect that this is an evolutionary trait that [...]
Postmortem Analysis Process
After any failed interaction, it’s important to do a postmortem analysis (may also be called a root cause analysis or an autopsy). This is basically a way to analyse and document what went wrong and develop solutions to keep it from happening again. This is something that I’ve been doing for many years and consider [...]
Surveys, surveys, surveys…
I had an interesting discussion a few weeks ago. I had been a Client Satisfaction Manager for my employer for four weeks at the time and we’re facing some very serious customer satisfaction issues. I suggested that we implement a survey to do a gap analysis and identify the areas that our customers feel are [...]
