The Direction of Your Customer Service Improvements
I was working with a client recently that was in the early stages of improving their customer service process. They felt the need to improve the process because a couple of their competitors were making a big noise in the market about their customer service teams and their customer service programs. The situation was becoming [...]
Understanding the Irate Customer
When dealing with an irate customer, how does your team manage the resolution process? Customer frustration and dissatisfaction is often manifested through emotional channels–anger, rage, raised voices, nasty words. While the real issue may not be as emotionally charged, it usually is displayed this way because too many businesses have conditioned their customers to openly display their unhappiness to be heard, seen [...]
Shifting Marketing Behaviors from Outbound Noise
The challenges facing marketers today is shifting their behaviors from promotional outbound noise, to tangible, measurable, and meaningful value. Capturing and sharing that value involves the establishment of a relational connection to the market. Building a relationship in today’s market requires that marketers recognize and understand that their customers and prospects are an interactive and [...]
Creating an Engaged Customer Community
The sustainability of your business is defined by your effectiveness at creating an engaged customer community around your current product offering. People today are not buying products simply because they like or value that product. They are purchasing products that they are also intellectually, emotionally, or communally connected to.
It is this attachment, or community, that [...]
