Archive for Customer service
Use These CRM Software/Skills to Win Customer Loyalty
Customer service, customer satisfaction, loyalty programs, customer centric, CRM …. these and countless other terms are more than familiar to business just like yours, both large and small. If you are reading this post, you are also more than likely aware of the fact that it costs up to 20 times more to acquire a [...]
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 Service “Foul” – Chance for Redemption or Failure?
Admit it, if you are in customer service or customer relations, you absolutely HATE to say the words “I’m so sorry!” Well, if you handle yourself right, you can win the loyalty of your customer by owning up to your mistake and increase customer engagement. A client told me the story of how her company [...]
Customer Intimacy – What is it About Our Product?
When we are looking to increase customer satisfaction and loyalty through customer intimacy, it again boils down to asking questions of your customers. You know you have a good quality product. You know you provide pretty good service. But do you really think it’s a case of “Build It and They Will Come?” You 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, [...]
Customer Service Provides Value
Recognize the Big Picture…. I was recently paying a bill to a medical group with whom my family seeks medical care. The Billing Specialist commented that she was feeling a little burned out with her job and wished she could make a difference for people. She Didn’t Recognize Her Value I told her that she [...]
Huddles Pay Off BIG in Football and Customer Satisfaction
Successful customer service and football. What do they have in common? They both rely heavily on huddles. Think about it. In football, the huddle is when the play and strategy is discussed. It’s when they make sure that everyone has what they need to make the play and score the touchdown. The exact same thing [...]
Celebrate and Share Your Customer Service Efforts – with Worms
Customer service and satisfaction consultants often advise clients to share and celebrate our successes. It’s wonderful when someone on our team has done something far above and beyond their responsibilities to deliver excellent service for a customer. I advise clients to do this on a regular basis during every staff meeting. By sharing successes, it [...]
Hire Right – Crucial for Customer Service and Satisfaction
Hiring the right people is the single most important factor in delivering the best customer service. In this video, I explain why and what you need to take into consideration…….. How has your hiring process helped or hindered the service your company delivers?
