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...
At CX Training we believe that a customer-centric mindset always has to come first. Strategies can be developed, skills can be learnt, initiatives can be implemented, but behaviours won’t change unless your customer-facing staff are truly focused on responding to customer needs and building customer...
Is there such as thing as universally superior client service? In that, if an experience is superior for one customer, will it be superior for another? Or do you need to focus on your customer experience positioning? Many seem to think so. Books, blogs and consultants...
If you work in customer service, or have any customer/client facing role, you are likely at some point to encounter angry customers. And they’re not just angry – they can also be irrational, impatient, unreasonable, and a little wild and personally aggressive towards you. Handling these encounters...
Customer experience and pricing Customer experience and pricing are closely linked - with the main link being customer emotions. With increasing competition - including price competition, organisations not only have to ensure customers feel good about their experience, they also have to ensure that customers feel...
The typical customer experience for introverts can be frustrating: “How’s your day going?” “Have you got much planned for the weekend?” “Lovely weather isn’t it?” “Did you see the footy last night?” Having to navigate retail checkouts and the well-intentioned efforts of various staff to improve the customer experience by...
Moving conversation away from either safe technical discussions or superficial personal chatter can help you build intimacy, trust and also help you better understand your customer's personal value triggers. Let's get personal professional! Do you ever feel uncomfortable in your client/customer conversations? If not, the chances...
The trusted advisor model has long been the established method for professionals to build deep, long lasting, value rich client relationships. But do clients (or customers as they might now be) really value that any more? Clients Customers Receive professional services Buy goods or services from a business Personalised solutions Generic...
What has the greatest influence on buyer behaviour? reason, logic and rationality, or emotion For most low-level purchases, there's not much contest: the emotions win out every time. We consistently buy things we don't need and pay premium prices for a range of irrational reasons. Of course,...
Service credibility is everything for professionals ‘The quality of being convincing or believable’ is a key component of trust, and can also be a differentiator – with more ‘credible’ service providers being well placed to win work against their competitors. But what makes someone ‘credible’? Ask many professionals and they would...