Articles with Customer Management Strategy

Time to Clear Out Customer Service Winter Blues

While you are putting away your winter clothes and cleaning out all the accumulated dust from winter, make sure to take time to do some spring cleaning around the office or business too. Here are six top tips to revitalise the experiences that they have:

Turning Ducks into Eagles

We all know that the best customer service has little to do with systems, processes, loyalty programmes and similar unless you first get your staff on board. The biggest challenge facing you is how you get every person in your company both able and willing to take care of customers. The job of all managers is to turn ordinary people in customer champions – in spite of the fact that dealing with customers is often very hard.

What the Heck Were They Thinking?

Companies of do really dumb things that just don't make sense at all. They lose deals because of this, and also risk losing their customers forever.

When a Whole Industry Needs to Take Responsibility

So Many companies refuse to do the right thing, starting with simple things like dumping concrete in public areas to treatinga whole bunch of customers shoddily and unethically. We examine alternatives to this here.

When Rules MUST Be Broken

Rules and bureaucracy are sometimes necessary for the smooth running of your business - but they are incredibly dangerous when they lead to unhappy customers and bad experiences.

Why I’ll Probably Never Drive a BMW

BMW makes beautiful cars - but not everyone wants to drive one. The perceptions of what a brand represents - and how inclusive it is - can seriously influence buying behaviour.

Why you need to work as hard to keep your customers, as you did to get them

When a business opens its door for the first time, its main focus is getting customers. But what is equally important, and often neglected, is developing a strategy to keep clients.

Your Customers Are Ready – But Are You?

Your customers have probably already made 60% of the buying decision before they contact you. How can you be sure that they buy from your company rather than one of your rivals? In this article we share four tips how to succeed in prospecting for new business.

‘TIS THE SEASON TO GO THE EXTRA MILE FOR YOUR CUSTOMERS

With only a couple of weeks to go until Christmas, shoppers are starting to feel a bit stressed by the insane nightmare of mass advertising, crowded shopping malls, overstretched banks, and businesses that never seem prepared enough. As a retailer or store-owner it’s one of the busiest times of the year and a hugely important period that provides the perfect opportunity to give your customers memorable shopping experiences that make their lives easier and spread Christmas cheer. Here are a few little service treats that you can include to get your store ready and get your customer service team into gear to spread some love – just for the sake of it!

2016: Year of the Consumer Snitch

Never waste a good crisis… this advice to business leaders was bandied about during the global financial meltdown and subsequent recession. Well, another crisis is on the way and winners and losers across our economy will be determined by whoever seizes or wastes the opportunity.

Are Delighted Customers Always Loyal Customers?

For a few decades we have believed that having delighted customers translates into the elusive goal of having loyal customers. And while there is a small correlation, sadly, it’s not always true.

Are We Customer Driven?

Is your company customer-driven? In this article we identify the most important characteristics of a company that manages its customers properly.

Blinded by Company Loyalty

Previously successful companies often suffer from complacency and denial, and this leads to serious problems for the business. How can this be avoided?

Practical Tips on Customer care

There is a growing trend towards customer self-service in business today, and it's usually introduced to save the company money on operational costs. But will your customers hate it as much as they hate call centres?

Elections … The Customer Satisfaction Survey With a Kick

The ultimate customer loyalty survey occurs when we vote for our next government. Just as in commerce, it's not always rational, but at least we get a chance to vote if we are unhappy with the supplier - the political party in power.

How Do You Keep the Excitement Going?

Whenever a company embarks on a process to create a culture that delights customers and creates loyalty, we usually recognise four very distinct phases in the process: Awareness, evangelical, frustration, and performance.

Customer Management Strategy

They’re here, a whole new generation of ‘Teens’ and ‘Tweens’, the 15 to 25 year olds of today, making up around 24% of the population, who will change the face of retail shopping and already demand a high level of ‘customer care’. Mostly not yet salary earners, these young people nevertheless, through their parents, exert a massive influence on retail spend and their time is coming soon as the primary spenders themselves. 16 to 34 year olds in Africa today will contribute to over $400 billion in total consumption growth in the next ten years!

Less Victims and More Heroes Needed

All companies can learn lessons from the way in which hotels deal with their customers. Some are very positive lessons, but some come out of really awful experiences.

Lobster Was Once a Prison Food!

It's always amazing how customers perceptions of value influence their purchases. You can influence these in a very powerful way.

Marketing Lessons from a Cretan Wedding

Weddings can be incredibly expensive events, but people don't seen to mind paying a lot of money for the event. But that is changing, and the world of marketing is doing the same.

Miao! & Woof! How to Deal With Pets in Your Business

When customers come into your business bringing their pets, it can create problems for you. Here we examine some possible solutions to avoid trouble

No Company is Untouchable Anymore

It is impossible to keep a lid on lies and cheating. You can post your version of events on your web-site. You can release a press statement. It doesn’t matter. By the time you react, considerable reputational damage will have been done. The public will remember - you can’t eradicate the damage with a corporate statement. Trust has broken down, and as citizens and customers we have come to the point where we don’t even trust the news anymore.

No, You CAN'T Have It All

In today's turbulent times, many companies are cutting back on quality and service. If customers think that prices don't show the same decrease, you will get into trouble.

Sometimes Self-Service is the Best Service

The world of customers seems to have become awfully complicated, but there are lots of ways in which you can reduce their effort and simplify their lives.

Stop Trespassing on My Real Estate

Companies today are looking for any way to promote mass advertising, and they are using the internet to do so. They are making more enemies than friends by pushing unsolicited and unwelcome adverts everywhere.

Is the World Really That Bad?

The world is seemingly filled with bad news - but that is not always true. Your business can delight customers by reminding them about the good news.

Should I Stay or Should I Go?

How to deal with the inevitable delays and queues that keep customers waiting in frustration