Concepts
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 [...]
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 [...]
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 [...]
Customer Service Delivery – What media?
The #custserv chat this week posed the question “Interacting with your Customer: Text? Voice? Video?” Unfortunately, I didn’t participate (my evenings are normally reserved as family time) but I did get a chance to review some of the discussions. One comment from Ted Coine really resonated for me : One channel or 12, you’ve got to get #custserv [...]
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 [...]
