5 Ways to Grow a Culture of Customer Loyalty
“What’s that odd noise? That’s not how my car/hard drive/dishwasher/printer usually sounds.”
“Hey, what’s going on. My screen’s all blue!!”
Posts Tagged ‘customer experience’Technical Support and Customer Service — The Perfect Service MashupJune 2nd, 2010 by Monica PostellWhat I Learned About Field Service TodayMay 20th, 2010 by Monica PostellI live in a beautiful south Florida beach town, but before you start sending me mental daggers, take note that it’s mid May which means mid to upper 80’s with daily tropical thunderstorms pumping up the humidity. Naturally, it’s time for my HVAC unit to die. I’ve had field service technicians out three times in the last month to fix freon leaks so I knew what was coming. The unit was nine or ten years old which in Florida A/C years is like being 90 and still playing golf every day. Four Ways to Show You Value Your CustomersMay 6th, 2010 by Monica PostellPerhaps it takes an economic downturn…I mean readjustment…of the scale that we’ve had to realize just how important loyal customers are to a business. It goes without saying (but I will say it anyway) that without customers there is no business. But how much effort and emphasis does your organization place on getting new customers versus keeping existing customers? Tweet, Tweet…a Little Birdie Told Me You’d Better Pay Attention to Customer Service!March 16th, 2010 by Peggy CarlawCustomer Service and Social MediaSocial media is getting to be an ever more popular tool for connecting with customers and providing customer service. On the plus side, it can be a positive generator of customer satisfaction and sales. For example @DellOutlet has generated over 1.5 million followers and $6.5 M in sales on Twitter since they first launched in June, 2007. Why? Twitter provides an easy and quick way to for customers to get service . . . and they save money by being alerted to the latest sales! Engaging Customers in a Networked WorldFebruary 8th, 2010 by Malcolm CarlawThere’s a view of sales and customer service evolving in social networks that goes beyond selling or supporting the features and functions of products or services; it’s about engaging customers and giving them a voice. Back in the stone age, these communities were called users groups; now they’re called online communities. It turns out that engaging customers is good business and network technology is a perfect tool to get them engaged. If You’re Going to Ask if I’m Pleased, Please Do So in a Way That Pleases MeOctober 4th, 2009 by Vasudha DemingYesterday, for the second time in recent memory, I had a befuddling experience as a customer that I hope won’t be (but fear might be) a new trend in customer communications. The Experience Is the Brand (Part 2)August 7th, 2009 by Malcolm CarlawHow many referrals have you been getting lately? Referrals are a good indicator that your customer is having a very good or excellent experience. There’s good research indicating that investing in your customers experience is worth the effort. So what should you do? The Experience Is the Brand (Part 1)July 28th, 2009 by Malcolm CarlawYour reputation is based on your customer’s experience. Fixing or preventing problems is half of the service equation; communicating with customers is the other half. Customer service is as important, if not more important than the immediate resolution of the problem.       |
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