beyond your logo
No matter how great you think your customer service is, there are bound to be dissatisfied customers at some point. It’s inevitable.
Hopefully, they are few and far between, but how would you know?
A new study, Forrester’s Trends 2016: The Future Of Customer Service, (and reported by MediaPost) says that nearly 70% of consumers go to recommendation engines, Web sites, and social sites to complain about poor customer service. Now, that’s a lot of complaining. Continue reading
“Professionalism is not just an idea; it’s a big deal. Having a team of dedicated and professional staff makes a huge difference in how customers perceive your business [or nonprofit], repeatedly patronize it, and refer it to others. It can make or break your brand whether you work alone, have one employee, or employ a hundred people.”
Being professional in every communications channel is important, especially in social media where everyone can see how you handle customer relationships. Here are seven social media tips to maintain professionalism in your communication: Continue reading
“Without customers, your [small] business would not exist. It’s that simple. Your business success and longevity depend on acquiring and retaining its target customers. You can’t do so without developing and maintaining a customer-centric mindset.” (Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success ©2015)
In keeping with a customer-centric theme this Friday the 13th, here are 7 things you should never do when managing external customers: Continue reading
Huh? Pay employees more and you’ll make more money? That’s what MIT Sloan School of Management professor and author, Zeynep Ton espoused in her TV interview last Sunday with Fareed Zakaria.
Ton has done research on this. “As I argue in my book, The Good Jobs Strategy, handled the right way, paying higher wages can be part of a strategy that brings in higher profits and return on investment and also lower prices and better service for customers. Yes, all at the same time.”
As she outlines in one of her blog posts: Continue reading