Customer experience is a tough concept to define. It is designed and delivered by the company yet defined by the customer. According to research and customer conversations, the experience can be the reason for defection or loyalty. You must make…
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Tag: customer experience
5 Questions to Ensure Happy Customers
Dr. Nido Qubein
Posted in Customer Loyalty, Customer Service, Dr. Nido Qubein, Nido Qubein, Uncategorized
Having a flock of happy customers is like having your own advertising agency. A major study by a commission of business experts found that the typical happy client will tell three friends or business associates about you. Word-of-mouth advertising through…
Lisa Ford’s Tips for Stellar Customer Service on the Phone
When customers call a company, they deserve the best treatment. However, many organizations continue to abuse their customers with poorly thought out phone handling. The guilty companies range for the largest to the smallest. The reality is, most companies do…
Use the 5 Bs In 2012 – Be What Your Customers Want
Customers are impatient, picky, demanding and savvy. They are also THE reason a business exists – to serve and sell the customer. To make 2012 a profitable year, here are the 5 Bs of what customers want: 1. Be Fast.…
Four Strategies for Customer Service Leadership
The best customer service organizations have many things in common. I believe the most important is that leadership focuses on customer service and the customer experience. Check yourself and your leadership against these 4 strategies. 1. Leaders dedicate dollars, time…
Do Happy Employees Create Happy Customers?
Could it be so simple? I define a happy customer as one who is loyal and willing to refer you to others. Happy customers mean their problems were solved and their needs met. Statistics tell us that the service experience…
What’s Your Net Promoter Score?
We all look for ways to measure the customer experience and customer satisfaction. We have learned over the years that a loyal customer will stick with you through the good times and through the turbulent times. A satisfied customer may…
Tagged with: customer experience
So What Do Customers Want?
Recent research from the Strativity Group, (August 2009), gives us insight into what seems to be a tough to answer question. What do customers want from their buying experience? Their research found – 1. Quick and Effective Issue Resolution. This…
Tagged with: customer experience