by Rachel RayCall centre, Contact centre, Telemarketers and Telemarketing staff, Customer service and CSR has largely boomed in many developing countries mainly due to lower labor costs. Many Business Process Outsourcing (BPO) Providers specialize customer service, telemarketing and all of them have huge numbers of call centre and contact centre agents or customer service staff, […]
by Colleen DavisIn another articles I wrote I mentioned two different good methods of research for your marketing. In that article I chose to focus entirely on researching the marketplace through what other businesses have done and are doing. Now Im going to focus on the second method, which is researching directly through your customers.
With […]
by WilliamKingYou must have heard the phrase brand loyalty. When a consumer finds that a particular brand is delivering the best products and services for him and that brands solves his problems with their products, he begins to identify that brand with a certain quality and develops a loyalty for it. In fact, if you […]
by Denise RyanWe all frequent a lot of businesses; most have so-so customer service at best. (But not if you hear their advertising! Customer service is always outstanding!) We’ve become used to clerks who seem put out if they actually have to help us, and we even find ourselves feeling bad if we have to […]
by Amy NuttAt first glance, big picture thinking and customer focus would seem to be mutually exclusive terms. After all, the first phrase connotes a farsighted, panoramic view of business, while the second implies an intense, laser-beam-like concentration on the customer. Yet as revealed in Magnifying Customer Focus: A Study of Current Trends and Future […]
by Stephen WillisA new report on the freight services industry by Accenture says that two things separate the best performing freight companies from other shipping companies- mastery of standardised processes and the use of integrated IT.
By applying automated processes, companies can cut the costs of freight transport, reduce errors and accelerate speed to market.
Meanwhile, […]
by Kate Loving ShenkWhen does customer service equate good down home hospitality?
The answer to this question is: all the time without exception.
Baby Boomers know something about hospitality, because we were raised pre-computer, pre e-mail, pre-cell phone technologies which allowed more time to write or type (on a typewriter) letters, routinely invited people to our homes […]
by Sondra TaylorCustomer relationships are what make your business important. Your customers are fabulous. Your business would not be as profitable without them. You might be just a face on a website with a name (or a voice), if this is the type of business your run. It might be that […]
by Denise RyanVail Carter with the Centralina Workforce Development Board shared with me the results of a survey of over 330 firms in North Carolina. One of the items asked about current skills needs. Number one was communication and interpersonal skills. (Second was leadership and third was customer serviceand let’s face it, […]
by Eric MenziesAre you aware of how the marketing of your business can benefit in the long run from your mistakes in the past? Educating yourself from these past mistakes may provide you with precious marketing tools for the future. It is always our endeavour to ensure the best of services to our clients and […]
by Drew StevensPeter Drucker once stated that the purpose of every American business is one thing - creating customers. Research by the American Management Association show that your average HAPPY customer will tell 3 people about her experience with you. Research shows that, out of 25 dissatisfied customers, one customer complain, 24 are dissatisfied but […]
by Richard davidIT is not about the words
Customer Service Communication Skills are the most powerful skills we may have in business. Whether we communicate silently, which is very powerful or verbally, the right thinking will get you further. IT IS NOT ABOUT THE WORDS. It really isn’t. We talk about emotional […]
by Drew StevensLet’s face it, clients can be frustrating. Clients are demanding, clients are wasteful, and clients desire more from you than you give. With economic turmoil many companies, solo practitioners, and even medical practices focus on one thing - new clients.
The cost of producing business today is too high. More companies today must be […]
by Tom LambertSurprising agreement
One of the things that I really enjoy as a commentator on business is the opportunity that it provides to listen carefully to an obviously clever and successful individual and then, hopefully with a degree of surgical precision, destroy every argument that they have put forward.
I have long enjoyed that attitude toward […]
by John Carpenter DealeyThis is truly an amazing world we live in these days. The internet gives us instant access to new ideas, education and income opportunities everywhere on the planet.
Technology is changing at such an incredible pace. Frequently it is challenging, and occasionally overwhelming, to keep up with all the […]
by Katie MarcusOwning a small business is hard work. You need to take advantage of every available tool at your disposal in order to maximize your profits. One of the most important things you can (and should) do to ensure that your business stays on its feet is to communicate regularly with your […]
by Kevin CorazzaCan Poor Customer Service Lead To The Fall Of a Business?
Absolutely.
Most all marketing specialists will tell you that “The average business spends six times more to attract new customers than it does to keep old ones.” That says a lot about the importance of putting the customer first.
It has become more and more […]
by Robert Howard-As customer experience management (CEM) continues to gain importance in the minds of today’s CEOs, more and more companies are taking on customer experience management projects to improve customer satisfaction, develop better customer insights, nurture customer loyalty and advocacy, and improve customer lifetime value. The rapid rise to the top echelons of […]
by Tom LambertIf you think you understand the term “Customer Satisfaction” than how do define the term “Customer Engagement”? It is not simply a synonym; it is a much deeper expression of your customer relationship.
You may remember that, in Alice in Wonderland, Humpty Dumpty, in a fit of pique, claims that when he uses a […]
by Danie BaptisteIn a slow turning economy, such as this 2008 recession we are in now….small business owners begin to sweat beads of panic.
And they are not panicking about the possibility that they’re favorite sitcom may be canceled; they are perspiring more profusely than a fugitive on a run because they are afraid to go […]