Customers demand more – more features, more service, more representatives. You look at what you can do within your budgeting constraints and probably want to start crying. Not much more you can do, or afford to do; least of all, […]
Back in the old days of the Internet, when money was free and ideas plentiful, a few friends asked me if there was something new and different that I thought was ready to be discovered, transformed into a product, created […]
Back in the old days of the internet revolution (circa 1990s) email was the solution for communicating with customers. It was to replace the phone, and virtually any other channel, for support. It was going to be automated and processed […]
I am going to give you the secret to Customer Service. This is the one thing that you have to do if you want to use Customer Service as a competitive advantage. You will be shocked when you hear what […]
I want to tackle, again, a pet-peeve of mine. I want to put an end to Customer Satisfaction. Before you start flaming me (that sentence brings back memories from the BBS days), hear me out. I want to end Customer […]
There is a lot of confusion surrounding what EFM (Enterprise Feedback Management) is and what is not. Lately it has been used as a substitute for surveys. Whenever we used to say “surveys” we now say Enterprise Feedback Management. Problem […]
Glenn Ross asked a question a couple of days ago to fellow bloggers: how to define customer-focused strategy. Several replies followed with a similar answer: it is about listening to the customer, and delivering to their needs and demands. I […]
To deliver constant satisfaction you have to set high expectations and over-deliver, but more importantly – make sure you have the right customers!
Customer Centricity is achieved through a strategy focused on what customers want, using integration, knowledge and continuous improvements to existing data and systems.