Tags >> customer service
Jan 31, 2012

Sainsburys get it right: customer service in the age of the empowered customer

Here is  a great example of a supermarket getting it very right in the age of the empowered customer.

http://www.google.co.uk/imgres?q=sainsburys+letter+tiger+bread&hl=en&biw=1366&bih=643&gbv=2&tbm=isch&tbnid=cPpQErJm-Y5qAM:&imgrefurl=http://thedrum.co.uk/news/2012/01/31/sainsbury-s-renames-tiger-bread-giraffe-bread-following-social-media-response-lily-s&docid=DvxkiTCNxQWe_M&imgurl=http://thedrum.co.uk/uploads/drum_basic_article/86229/additional_media/lily%20letter%20giraffe.jpg&w=720&h=533&ei=wEwoT4rMH-ms0QXSu8SGBQ&zoom=1

Jan 13, 2012

The Value of One Customer: Customer Service




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

Cut down on Customer Churn: Customer Service Tips from the Institute of Customer Service

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.

Jan 10, 2012

Customer Service isn't getting worse ... customers are becoming more demanding

Once upon a time the Expectation of a customer was only the standard GST ( Greet, Smile and Thank You)

As the WOW factor arose companies started implementing addition to the standard GST which is basically raising the bar of the expectation level of a customer.

With worldwide competition increasing daily and companies striving for excellence it has not only improved the services but then increased an expectation of a customer.

Jan 03, 2012

Great or Poor: The Book Now Available On Amazon

 

 

Jan 03, 2012

How Tesco won ... through Customer Service

The moment that Tesco started focusing on customers and not worrying about what Sainsburys was doing was the moment that their rise began according to former CEO Terry Leahy. Too many organisations forget that without customers there is no business.
Dec 30, 2011

The GREAT Service award for 2011 goes to Victorinox of Switzerland

Here's my nomination for absolutely outstanding service in 2011: Victorinox (those people who make those fab Swiss Army Penknives). Here's the story: it's short and sweet.

I was given a Victorinox penknife on my 16th birthday.

Some 30 years later, the tiny metal ring that attaches it to a keyring wore through from over use (everything else was still working 100%). I emailed Victorinox in Switzerland to see if it could be repaired.

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