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
Dec 30, 2011
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.
tags:
trust ,
success ,
service quality ,
sales building ,
reputation management ,
referrals ,
increasing profits ,
great service ,
great or poor ,
go the extra inch ,
customers REAL needs ,
customer service ,
customer relationship management ,
customer loyalty ,
customer focused mission ,
customer focus ,
building business
Dec 19, 2011
Here's a quote one of my customers sent me this week: this was a quote from his Office administrator:
She said this: “It’s been really helpful to me in my dealings with customers. If we have an issue I am a lot more confident to take control of the situation and make decisions because I know clearly who we are and what our approach should be. I don’t have to run around trying to figure out how to handle each issue and this makes it easier to serve the customer better.”
Nov 15, 2011
So often we hear
people saying, ' go the extra mile
', but we would have to do disagree vehemently.
The ‘extra mile’
is unsustainable, annoying, demotivating and frustrating. One of my goals in life is to see the phrase
' go the extra mile ' erased from the vocabulary of business!
When I say to
people: ' how do you feel when your boss or your organisation asks you to go
the extra mile?’ The answer always is, 'it's
too far, it's too difficult and it's unsustainable'.
Sep 14, 2011
Eight emerging trends in Customer Service for the 2nd decade of the 21st Century
1. Customer insight propagation - customer insights will drive decisions across the organisation. Still too many decisions are made without any real customer insight but there is an increasing realisation that companies need to get better feedback and act upon it. That's why Voice of the Customer programmes are increasing.
2. Unstructured data appreciation - text analytics will become a crucial capability. Companies will increasingly identify and collect unstructured sources of data from inside and outside their organisation.
tags:
winning ,
success ,
sales building ,
making money ,
go the extra inch ,
empowerment ,
employee engagement ,
customer loyalty ,
customer focus ,
communication ,
building business
Aug 05, 2011
… How British Businesses throw away
money by alienating customers (Extract from
National Consumer Council Report 2008), by Philip Cullum.
The
key message from our research is that companies need to do much more
to understand what it feels like to be a customer. Indeed, customers themselves
are usually only too happy to provide advice and information on how to get
things right-so long as they are sure that someone is listening and is ready to
act.
Sir Terry Leahy of Tesco says this
approach has been key to his own success:
Jul 28, 2011
Southwest Airlines are the most successful domestic airline in
the US: why is this, and how do they stay profitable in such a competitive and
turbulent marketplace?
Here are a few ideas:
If you make a complaint or have a question about any Southwest
policy or flight delay on Twitter, chances are high that you’re going to get a
quick Tweet back from a Southwest customer service person with an answer or an
apology.
