customer satisfaction
Exceptional Customer Experience
Sunday, January 31st, 2010Customers may not remember what you said, but they surely will remember how you made them feel.
It is very important to cultivate direct connections with customers and clients. Give them your direct phone line. Invite them to call you and let them know you are willing to help them in any way you can.
When you offer advice [...]
Being Above The Crowd
Saturday, December 12th, 2009Every business person has specific goals they are striving to achieve.
These can include everything from increasing their market share and sales, to reducing operating expenses, to streamlining the business, to being creative and taking share from the competition.
Here’s another worthy goal.
Invest the time to learn the key objectives of each of your customers. Then [...]
Reputation, Influence and Branding
Saturday, November 21st, 2009I’ve often had experiences dealing with businesses that were very negative. One time the experience is good, and the next time bad. Why?
I use the phrase, “Repetition is Reputation.” When you are consistent, you build the trust of individuals.
Influence and branding are built on consistency. People like knowing what to expect. [...]
What to do when customers complain…
Friday, November 13th, 2009A few posts ago, I wrote an article similar to this one. I think this topic is so important, that I’m saying something about it again.
Businesses spend so much of their money acquiring customers, yet can lose them over one complaint.
All of us, at some point in our careers will have a [...]
Inspect What You Expect
Friday, October 16th, 2009To add a little more to my last post, it’s not sufficient to only institute systems that keep the customer/client in mind; it’s also necessary that you inspect those systems. You have to inspect what you inspect. You have to make sure that the systems are performing as you intended and make the [...]
How to destroy your marketing brand!
Saturday, October 10th, 2009A few weeks ago, I had a very bad customer service experience. I’ve known the owner of this restaurant since he was a kid helping his parents in their Deli. Six weeks ago he opened his restaurant. I’ve been there nine (9 ) times already with at least 6 people in our [...]
First Impressions…
Saturday, August 1st, 2009At Disney, they found out that their maintenance workers were the company…in the eyes of the public. It was the public’s viewpoint of the maintenance workers that gave them an image of what the company was really about.
Repeat business, a satisfied customer, and a positive word-of-mouth viral campaign, are the keys [...]
Is your customer always right?
Friday, July 3rd, 2009We have all had miserable experiences, and I hope that we have all learned from those negative experiences. When business colleague Rich Schefren emailed me this story, I thought it would be important to have you read about it too. It addresses one of the dilemmas we have to deal with [...]