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...
Customer intimacy is key to gaining customer trust and loyalty. Do you ever feel uncomfortable in your client/customer conversations? If not, the chances are that you are staying in one or more of your safety zones. Many conversations start with the personal-personal zone the superficial chats about...
Is customer loyalty dead? Contrary to some premature obituaries, no it isn’t - but it certainly seems like there’s less of it about. This is not only because of an increase in choice and competition, but also due to changes in consumer behaviour. Increased choice has led...