Conducting An Effective Customer Satisfaction Program

Conducting An Effective Customer Satisfaction Program

Most customer interaction studies have a couple of core issues that we’d like to measure. Among the top are: satisfaction, importance, and loyalty. Satisfaction is how satisfied are your customers with respects to the various services and attributes of your...
4 Better Ways to Handle Complaints

4 Better Ways to Handle Complaints

If you WOW a customer at the Moment of Truth , the average customer will walk away and tell 5 people about the experience. If you fail to meet the customer’s expectations at the Moment of Truth , customers are very likely to tell 11 people about the problem they...
Do You Know What Your Customers Want?

Do You Know What Your Customers Want?

“The True Function of Any Successful Business is to Sell People Precisely What They Want To Buy” – Bob Serling I suppose the above seems rather obvious. After all, no customers, no business, right? But if the failure rate of businesses today is any...
Customer Relationship Management

Customer Relationship Management

Changing consumer attitudes are driving Customer Relationship Management. Fuelled by Internet induced expectations and an even increasing mood of self reliance among customers, companies have to compete in an environment where communication, buying processes, data...
Is the Customer Always Right?  Coaching the Customer

Is the Customer Always Right? Coaching the Customer

Very often, all it takes is a few minutes behind the counter (or phone or chat function) to put this question front-and-center in our thoughts. Although retail or business transactions should, at their core, be a simple matter of give-and-take, they sometimes cause...