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As a customer centric marketer I am all for anything that helps me understand my customers. Personna mapping is creating a blueprint of your ideal customer. Their likes, their motivations, their problems etc. I have finally found a tool that helps you plot out a customer personna! Mltcreative is a company that has a template [...]
Mere decades ago, customer service hardly rated a mention when talking business – it was simply a given. Today’s vastly different consumer climate demands that all business owners are sensitive any ruffle in the customer service fabric. Where previously, customer service was what people did, these days the value of delivering better customer service is [...]
In the nineties and ‘noughties’, a notable change crossed the business landscape. Where previously employees were either formally trained with University degrees or trade qualifications, or alternatively trained on the job, it soon seemed that almost every role had transitioned to requiring certificate education. So began the Rise of the Certification. Was it a case [...]
Perception may be everything and while first impressions might count, when it comes to customer service perceptions and impressions play just a part in the whole performance. A polished presentation will not impress if you do not ask the right questions of your customers. Here’s why. Being a customer is a role in an unscripted [...]
In order to build great relationships that build your business, you really need to know the answer to these questions – and you need to be careful not to make assumptions… What does communication mean to you? What does communication mean to your employees? Are you talking their language? What does communication mean to your [...]
Recent global surveys on customer service have revealed some valuable insights into customer expectations. While on the ‘complaints’ list in almost all cases were rudeness, long telephone hold practices and disinterested staff, a more challenging issue was raised regarding customer ‘expectations’. But one customer’s idea of customer service might differ markedly from that of another. [...]
In spite of serious economic woes affecting many sectors across Australia, the number of major retail outlets opening “flagship” stores continues to rise. As hordes of customers rush through their doors on opening day and keep coming for weeks, how can you, the existing business owner, respond and reclaim your customers?
The customer service expectations of your business can be a difficult element to measure however, there is still an overall benchmark every business should adopt in order to know the service expectations of their customers.
Customers can be very sneaky sometimes, often trying to weasle a special discount out of your business that is completely not warranted. Find out how to deal with discounted driven customers.
How do your customers see your business? Do they walk away in shock from the incredibly positive experience they’ve just had in your store or do they leave unsatisfied, never to return again? Use this helpful advice to get your business on the right track when it comes to customer service.