Customer Satisfaction

When Customer Service Fails

Do you know what your customer service staff say to your customers? How are your customers really being treated? Every day, staff are interacting with customers. What impression do customers take away from their experience with your staff? Consider the following interaction between the service staff at a car dealership and a long standing customer …

When Customer Service Fails Read More »

Customer Service - Uncommon Service

Uncommon Service – Putting Customers at the Core of Your Business

A Refreshing and Pragmatic Approach On How To Deliver Excellent Customer Service “Uncommon Service – How to Win by Putting Customers at the Core of Your Business” By Frances Frei & Anne Morriss Published 2012 By Harvard Business Review Press – Create an environment within your organisation where all employees focus on delivering excellent customer …

Uncommon Service – Putting Customers at the Core of Your Business Read More »

Telco study recognises training requirement for customer service employees

Customer Service Employees Require Training – Customers Deserve Better Customer Service The latest customer service Australian Telecommunications Industry Ombudsman has been released today. Their survey found: more than half of the consumers (55 per cent) surveyed reported contact with their service providers five or more times to try and resolve an issue; more than half …

Telco study recognises training requirement for customer service employees Read More »

5 Questions for B2B Companies to Gain Customer Insights

5 Questions for B2B Companies to Gain Customer Insights It’s a relatively easy thing for a company to say that it is customer focused. It’s quite another to truly understand your customer’s needs. When was the last time you spoke directly with any of your customers in an effort to understand them and listen to …

5 Questions for B2B Companies to Gain Customer Insights Read More »

Key Stages of a Successful Customer Experience Management Program

Key Stages of a Successful Customer Experience Management Program The Customer Experience Coach, David Mottershead, has released a new whitepaper outlining the key stages for implementing a successful customer experience management program. This whitepaper also details how such a program can be used as part of a framework for understanding, measuring and continually improving the …

Key Stages of a Successful Customer Experience Management Program Read More »

The Customer Is Not Always Right

No, I’m not referring here to the way we manage potentially abusive customers. You don’t have to search too hard to find numerous postings about customer service. Rather, continuing on from my previous post, I’m exploring the gap between what a customer may request or say that they want, what they truly need, and the …

The Customer Is Not Always Right Read More »

Customer Point of View

As a supplier, do you understand or appreciate what it is that your customers are really buying? Have you identified your market segment and have you profiled your ideal customer? It’s so important to focus on what it is that you are delivering to your customers. What is the need that you are satisfying? Have …

Customer Point of View Read More »

Book Review – “Outside-In” by Steve Towers

Outside-In – The Secret of the 21st Century Leading Companies BP Group Press, 2010 www.outsideinthesecret.com Steve Towers has once again put pen to paper to present us with strategies that organisations may adopt to achieve success in today’s ever-changing business landscape. An Outside-In Philosophy In suggesting that today’s businesses are working with new rules and …

Book Review – “Outside-In” by Steve Towers Read More »

Scroll to Top