How do we differentiate ourselves from the other competitors on the playing field so we truly stand out to our clients and prospects? It's a hugely important question these days given all the noise in the marketplace -- and believe it or not, the best answers might just come from a taxi driver.
The overarching effect of all the efforts I mentioned above is that our users are of equal value to the company, regardless of size. I see our customers as valuable collaborators and sources of inspiration long before I think of them as sources of revenue.
The call center industry has not adapted quickly enough to a profound change in consumers over the past several years. Today's consumers are spoiled by breathtakingly simple user experiences on their mobile devices.
Most companies these days seem to be in relentless pursuit of my opinion and attitude, yet the questions they ask really don't encourage conversation. Sometimes they just ask me to log on and "complete a survey." Neither approach encourages any deepening of a relationship.
Your customer service department is the most important. Here are four ways you can leverage your customer service team to effectively manage customer loyalty, build relationships and turn customers into fans.
As a small business owner, one of your top priorities should be client retention. Why? Because getting good clients to stay will increase your profits and ensure your business has long-term sustainability.
To meet customer expectations, companies face increasing pressure. Therefore it is important to set higher goals; it is not enough to exceed what we have done in the past if another company is growing more than we are.
When using SMS in the right context you're able to paint a more compelling picture for your audience and therefore, drive a stronger value and tell a more compelling story to retain them for the future.
The selling of a new idea is, at bottom, a story told to customers. A persuasive story is built on insight into who customers are and how they behave. Orientation to that behavior produces clarity about what the organization wishes to be.
Using "no problem" as a synonym for "you're welcome" has only been around since the late 1900s and tends to be used predominately by people younger than forty. But regardless of one's age, all of us need to refrain from using "no problem" in this way.
A challenging combination of tighter wallets, new and evolving information channels, and rising customer expectations have created a complex consumer landscape that tests the ability of even the most seasoned chief customer experience officer.
This is the case with Apple or Nespresso, where the actual physical stores look more like living spaces, with demonstration areas rather than checkouts. Everything is done so that the consumer feels at ease and spends time with customer advisers (not salespeople).