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Customer Focus - Just 5 Simple Things You Need to Think About
In all the businesses we conduct, there are customers. And they are the life-blood to us. It's TRUE! Despite all the million and one things we are doing - we've got to have paying customers! Nevertheless, just five things will dictate success or...
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,...
Customer Service: A Matter of Common Sense
There's more to customer service dealing with order fulfillment, returns, complaints and questions. Good customer service is based on respect and concern --- qualities that can't be spelled out in a company policy. Consider: The managers of two...
Customer Service and Marketing - Its not that Hard!
Customer Service and Marketing that Works Go into many businesses today and try and get service, its sometimes impossible! The customer service officer is on the phone talking about personal issues, there is not enough staff, and they are...
Customer Service Is King
Customer Service Is King - by Michael Ambrosio Do you know the one thing that can make or break your business faster than anything else? If you said Customer Service - give yourself a prize. For the past 15 years, my job has been customer...
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Customer Satisfaction
When people buy a product or service, what they are buying are the benefits, value and satisfaction afforded by ownership or consumption.
Customer and consumer satisfaction is based on the extent to which their expectations are satisfied through the benefit and value accruing as the result of ownership or consumption.
Part of this also concerns ever-increasing expectations: people now expect ever-greater levels of customer service; no quibble money back guarantees; prompt attention to complaints etc. For larger and more considered purchases e.g. cars, computers - people expect enduring and prompt after-sales service,
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maintenance and repairs when necessary.
Once customer expectations have been raised, it's very difficult to reduce them. Customers will expect the problem to be solved, so something has to be conceded in return e.g. a reduction in price, or other form of free extras.
Expert marketers also now understand that it is much easier to keep a customer than to gain one. Yet even these days large companies (reported on media television programmes) still make the same basic mistakes with service.
Is there hope at all?
About the Author
Christopher owns a publishing company.
www.eventdomain.co.uk
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