Feb 16, 2012
Here's a great piece of data for you:
According to recent research:
Feb 04, 2012
I have heard many people say to me that if you have a problem with an Organisation, don't bother with 'customer service', just go straight to the sales number, or even better, to the 'customer leaving' number and you'll get a decent response.
This of course sounds a bit dysfunctional, but the following happened to me this week.
I am leaving O2 to get a new contract with Orange, so I phoned up the relevant O2 number to get my code to transfer. I followed all the steps stating 'If you are leaving us dial '2' ' or whatever it was, only to be greeted by a very pleasant young lady with:
Jan 31, 2012
tags:
success ,
sales building ,
reputation management ,
increase sales ,
great service ,
great or poor ,
go the extra inch ,
customers REAL needs ,
customer service ,
customer relationship management ,
customer focus ,
building business
Jan 13, 2012
It's incredible how much bad customer service can (and will) cost you, and how much great customer service can (and will if you take the right actions) make you. This is a fun exercise you can do with your people to make this point clearly and effectively.
Jan 12, 2012
Curious about todays poor Christmas results announcements from Tesco, I decided to visit my local Tesco Superstore, as I haven't been there for a while, to see if I could notice anything different, that might help explain their problems.
And besides: it's sale time and my wife's birthday in a month so they might have some cheap hoovers or ironing boards!
Amazingly, I immediately noticed some glaring issues: they have really lowered their game (and there were very few bargains compared to their rivals ... (got some fab stuff in Sainsbury's last week)).
Jan 12, 2012
There's much shouting about how 'unfair' Trip Advisor are and how annoying it is to get bad reviews, so I feel compelled to put the record straight. Here goes:
> It's not 'unfair' everyone has the same issues!
> If you get it right it's free worldwide advertising for a little bit of effort, what on earth is anyone moaning about?
tags:
winning ,
social media ,
service quality ,
sales building ,
reputation management ,
referrals ,
measure ,
increasing profits ,
increase sales ,
great service ,
empowerment ,
employee engagement ,
customers REAL needs ,
customer satisfaction surveys ,
customer relationship management ,
customer loyalty ,
customer focus ,
cost reduction ,
building business
Jan 12, 2012
I find it mind-bogglingly amazing how Companies get Sales so wrong: they focus on getting new customers, while letting existing customers go elsewhere ... nuts!
Why try and fill up a leaking bucket? Surely it's a better way of doing business to plug the holes first?
Please click on the attached link to see a very good article from the Institute of Customer Service, which includes some alaming facts that every leader and manager should know.
tags:
upselling ,
success ,
social media ,
sales building ,
making money ,
increasing profits ,
increase sales ,
customer service ,
customer loyalty ,
customer focus ,
building business
