Archive for Customer Experience Management
Take Problem Resolution to the Next Level to Increase Customer Loyalty
Customer service often requires proper handling of mistakes. We all make mistakes. Admit it, you do. Your company does as well. And, although we all have those customers who are inconsolable when we makes mistakes, you’ll find that most customers are fairly understanding of the mistake when you handle it properly and make it better [...]
Customer Relationships – Can the Online World Eliminate the Real World?
In a recent article posted on CRM Daily, the discussion of online ease of use versus “in person” assistance comes into play. The discussion surrounding the way that the internet had become such a huge part of our everyday lives leads us to ask – at what point can ease of use override the need [...]
Customer Intimacy – Who ARE your customers?
Increasing customer satisfaction through customer intimacy depends on one very important thing – How well you know your customer base. Who is it that is doing business with you? This may seem very basic and rudimentary, but it is actually one of the factors that most businesses have taken the time to ask themselves. We [...]
Customer Satisfaction Through Customer Intimacy
Customer intimacy brings customer loyalty like nothing else. No matter what you are selling or giving away, knowing your customers like no one else will bring them back every time. How? Well, think about it. When you know that someone truly understands you and the challenges you face and tries to help you through them, [...]
Small Stores Trump Big-Box Stores in Service
Why are some small specialty stores having their best year ever? Because more consumers than ever are putting an emphasis on customer service to determine where they do their shopping. The smaller stores recognize that they may not be able to beat the larger stores in price, but they can more than make up for [...]
Increase Customer Satisfaction by Managing Expectations
Manage the Customer’s Expectations Up Front When customers first begin to do business with you, they will have their own expectations and hopes regarding your product and service delivery. The best way to make sure you are seen as reliable and deliver on promises is to educate them from the beginning what to expect from [...]
Customer Service Issues? Try Managing the Customer’s Expectations
Not adequately managing the expectations of the customer can have a negative impact on their decision to do business with us again. Are you losing business because the perception of the customer is jaded due to their own expectations? Often, business seems tedious because we deal with many customer service issues. We ask ourselves why [...]
Is Customer Loyalty Unattainable?
I was asked to review an article post written by a colleague in my field. The premise was that customer loyalty is a thing of the past. His point was that consumer demographics have changed, the economic situation has created a different mindset, and that while customers are looking to form relationships, we, as business [...]
Poor Customer Service – Whose Fault is It?
Who is to Blame for Poor Customer Service – Management or the Staff Themselves? This was the question posed on a Customer Experience Management discussion forum board. While on the surface I can see that this question can be answered both ways, it really comes down to one party’s responsibility – the management. Management sets [...]
Don’t Ruin Customer Service by Blaming Staff
What do you think when you do business with a place that blames it staff specifically when something goes wrong? Yes, we know someone messed up, but does that particular person need to be singled out? Here are my thoughts on that……… Please comment below and share yours…..
