At the weekend I had a disappointing customer experience involving a technical sale fail. After 9 years good service my car stereo effectively died. Radio still works, but the aux input and CD player died within a couple of months of each other. I needed something...
Rapport building for introverts Initial rapport building can be a struggle for some introverts. It's not that they can't build rapport (they can be great at it) and it certainly isn't that they don't like talking to people (introverts value conversation and relationships as much as extroverts):...
When Should You Ask for Customer Feedback and When Should You Not? Customer feedback is crucial for knowing what your customers do and don’t like – and what you can do about it to improve your business. But how do you know when is the right time to ask your...
The Ultimate Guide to Customer Experience Whether a client will keep doing business with you or not generally comes down to just one thing: customer experience. Customer experience provides a competitive advantage in every market, from retail and construction to hospitality and banking. If you want customer experience...
Business insights come from understanding the linkages between your knowledge and experience and the client's situation and challenges. Offering business insights in customer conversations is a great way to build trust and communicate value, but is this something you focus on? Or do you just...
The rules of referrals have changed a lot in recent years. Where referrals used to be reactive, informal, occasional, non-exclusive and personal, they are now proactive, formal, strategic, exclusive, and commercial/organisational, with organisations increasingly locking themselves into to strategic alliances with other professionals and providers...
One of the most challenging aspects of handling customer complaints is when you are trying to communicate a positive solution but it seems the customer just doesn't want to listen. You've actually solved the problem, but you just can't seem to get that through to...
Customer service accountability is one of the most common traits of an excellent customer experience. There are 2 main reasons for this: For a truly excellent customer experience, everyone has to stand up and be counted. One weak link in the organisational chain and the customer...
Customer listening programs too often result in a shrug or confusion as to what to do next. Make sure yours gives you information you can act on. Delivering an excellent customer experience usually isn’t about some big dramatic investment or new strategy, its about the small...
Customer value isn’t about a weighing up of costs and benefits: it’s emotional. If you want your customers to keep coming back, they should feel good about their purchases, about you, about the price and about the whole experience. Customer value comes in many forms. For some...