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Communicating with customers is something we all do. Whether it’s emails, instant messaging, calls, or advertising, what we say to our customers will draw them in, leave them feeling neutral, or alienate them. Hoping to take the high road to communications excellence? It can be a tricky balance. For example, those newsletters you send out… …
No matter how good your business is and how hard you try to keep them all happy, there will be times when your customers get angry. Whether or not their anger is justified, they represent an opportunity rather than a threat. But to realise the opportunity for improvement that they represent, you first need to… …
Most businesses would like to say they are customer-centric. But what is customer centricity and what does it really mean? Customer centricity means placing your customers at the core of your business. While this might sound sensible, few businesses really do it. In practice, they often see their special expertise as being “core” with customers… …
Listening is a skill – and not everyone has refined their active listening skills. Instead, they think about what they will say next or find their minds drifting off to a different topic. That isn’t always a train smash, but active listening in customer service is a must. In active listening, you don’t just listen… …
We all know what customer service means and then up pops “customer experience” as a newer term that might seem to mean the same thing. So what’s customer service vs customer experience? Are the differences significant enough for you to care? Here’s the short version. Customer service is a very important part of customer experience,… …
Do you have a customer relationship management strategy? You have hundreds, even thousands of customers, but it’s possible to build customer relationships all the same. Apart from offering them great products, you want your service to reflect a personalised and efficient customer experience. That means using data to get to know your customers and optimising… …
Just when you thought you’d come across every possible metric you could apply to customer satisfaction, you encountered the term “customer effort score.” Is it important enough to warrant your attention? What is a customer effort score, what does it measure and how does one calculate it? You’ll find the answers here. What is a… …
If you’re in business, you know about selling. But what are sales through service? The best way to explain it is with an example. Could this be one of your best ways of boosting sales revenue while taking good care of your customers? Imagine this scenario. Your sales prospect is about to convert, but instead… …
The customer relationship marketing definition isn’t absolutely clear from its name. A simple explanation is therefore in order before we proceed with its benefits and what strategies could be applied. Customer relationship marketing is a process in which businesses work to build strong relationships with their customers with the aim of earning customer loyalty. Various… …
Customers are the reason why every business exists. But what is meant by “customer expectations?” One could argue that the relationship is purely transactional. Your business sells something. The customer buys it. You deliver. Case closed. But is it really? Since all of us, no matter what line of business we are in, are customers… …