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...
Many organisations, including the professions, would run a mile from service guarantees. They'd strongly caution their clients against offering them, and very few solicitors, for example, use them for themselves. Why? Well they're a risk. (and risk is bad!) What if somebody takes the option of complaining? You'd...
Do you have customers or clients? Traditionally, professionals have been quite keen on emphasising that they have 'clients', not 'customers' - and with good reason - the term 'client' implies that the service being provided is professional, is tailored, that there is loyalty involved and that...
The term minimalism is also used to describe a trend in design and architecture where in the subject is reduced to its necessary elements. Minimalist design has been highly influenced by Japanese traditional design and architecture. In addition, the work of De Stijl artists is...