All Posts Tagged Tag: ‘Customer’
Tom Peters suggested that for many big companies the words "We’re No Worse Than the Other Guy" could be the company motto emblazoned in gold letters over the entrance.
He was describing banks but according to a recent survey on customer service the cell phone companies are the lowest on the totem pole.
Consumer Engagement is not a metric that can be measured in the same manner by all businesses and therefore there is no such thing as an optimum engagement score.
Consumer Engagement is also not simply captured on your website, it’s calculated using all touch points in a consumer’s (website, search engine, blog, banner ad, offline media, etc…). Consumer engagement has to be defined by marketing teams and appropriate stake holders so that it can be correlated to repetitive interactions by the consumer.
Wal-Mart is taking a step backwards when it comes to online customer service. The retail giant said it would no longer offer its customers the choice of being able to speak to a customer service representative if they have problems with an order.
I am behind reading my blogs and just caught up today with a great post from last week on grokdotcom that demonstrates how hard it is to get action-oriented information from customer surveys. Follow the link above to read the post—I’ll wait right here.
Scary, isn’t it? When you think about how many questions you’ve asked customers and how little information you might be getting back.
Supermarkets and search engines tops Harris Interactive’s consumer poll this year, which sought out what industries best served the needs of their customers. Tobacco and oil companies scored the worst, joining airlines, pharmaceutical companies, health insurance, and HMO’s as the biggest overall losers in the past 10 years.
Over the past ten years, just three of the 21 industries measured have seen a positive increase in customer satisfaction, and in the past year, just six did, according to Harris. Fourteen industries went down this year.
While browsing websites for gift ideas, I am constantly seeing the awesome potential of multimedia. Now that there are multiple social websites for almost every kind of media, the potential for customers to be exposed to your experience is limitless, and really inexpensive.
Uber customer service snafus like Jet Blue aside, a business is bound to catch a customer on a bad day – or vice versa. This can spawn a fiery blog post which, in plain view of Google, can morph into an issue with “negative fiscal ramifications” for the business in question.
I’ve had two customer service encounters today that have me pondering—again—the link between PR and customer service. If public relations is the management and maintenance of relationships between organizations and their core audiences, customer service should be considered a linchpin. Customers have to be considered a vital audience, and in today’s world, word-of-mouth from customers is worth more than dozens of expensive, traditional PR, advertising, or marketing campaigns. Yet many companies continue to blow it on this most fundamental of activities.
Everyone knows about SurveyMonkey and Web analytics programs, but I heard about something new (at least to me) last week—online market research. I attended an AMA Webcast on Community Marketing on March 29 where one of the topics was how to attract online customer panels that provide high quality market research.
In customer service, it’s the little things that matter most. A little eye contact here or a head nod there may seem insignificant, and largely are, but to a customer needing acknowledgment, these things are everything. There is nothing worse than needing help in a store and getting ignored by the very people who are supposed to be there to help.
My saga of bad customer service continues…
The Charter Fiasco
A couple of months back my monthly bill for internet service at home changed from $34.99 to $39.94. Raises in fees are a fact of life and I never gave the $5 monthly increase more than a couple of seconds thought. That was until I got my bill last month which added an additional $15 to my newly increased monthly bill.
If you were trying to fly in or out of the North East U.S. a few weeks ago you’ll no doubt remember the problem JetBlue was having in keeping flights in the air and on schedule.
The problems started with an ice storm that naturally led to flights being grounded, but once air travel resumed JetBlue found itself lagging in getting their operation running again. We all know things happen and in this case JetBlue dropped the ball. However their response to the situation is more telling about the company than the temporary problems they faced.
Unfortunately, not many business owners thoroughly consider, whether their customers are pleased with their products, as long as they are their customers.
Is the client satisfied or absolutely thrilled to be yours? This can be a great difference, right? That’s why it is important to ensure that you do anything to make your customers happy to ensure most of them become your repeat clients and bring more people to your business.
Why make customers happy?
No one’s prefect, that for sure.
If you run or work in a business, or if you have a pulse, chances are you’ve screwed up. If you’ve been doing it long enough, chances are you screwed up royally.
So what do you do when it’s on you? Elain Fogel has a helpful article over at MarketingProfs called Three Ways to Keep Your Customer Happy When You Screw Up.
Step one is to communicate. Fogel states:
Shane, an attendee from the first Elite Retreat, posted about why it is not best to monetize a blog right out of the gate:
So, your focus at the beginning has to be on attracting and retaining readers. You do that by having a great site, and nothing turns visitors off more than a brand new blog with just a handful of posts and ads splashed everywhere. It says to them that you’re more interested in making money than you are in providing good content.
Omniture, Inc. has announced the launch of Discover 2.0, analytic software designed to give companies the ability to visually explore large amounts of online customer interaction data in real-time.
Discover is a component of the Omniture Online Business Optimization Platform, and is a solution that Omniture claims can accomodate all levels of business users by generating everything from simple reports to more complex methods of data aggregation and analysis.
With the complexity of today’s business solutions and their far-reaching affects, more often than not senior level executives are actively involved in the process of assessing the issues and their options.
Sales and marketing personnel are best employed in sales and marketing rather than carrying out repetitive administrative tasks. This is particularly true of small and medium sized businesses with limited personnel resources and the need to focus on customer contact in order to maintain and expand the customer base.
As I was doing my regular (track orders) reports I’ve clicked through a URL to see our company’s Order Thank you page (the one customers see when they hit SUBMIT at the end of their order process).
In a post earlier today, the usually-on-the-money Jim Berkowitz at the CRM Mastery blog had a post entitled “Turning Sales Into Science” that spotlighted a number of emerging technologies that are (according to
Berkowtiz Inc.’s Alex Salkever) going to “launch your sales force into the future” and “turn a sales operation into a gleaming high-tech machine.”
IT and help desk customer satisfaction surveys provide information and insight for achieving breakthrough increases in IT and corporate effectiveness.
A group blog I write for on occassion is hosting a carnival of customer service and invited the group to contribute.This is a business blog directed towards small and medium sized businesses on issues ranging from legal considerations to SEO. The invite made me think about how SEO can affect a customer’s experience with a site and it’s brand.
While it may be your first reaction to make new sales or pursue bigger clients, the truth of the matter is that you should be paying attention to your existing customers as well.
“For many small- to medium-sized businesses, the key differentiator between their enterprises and those of large companies is their ability to deliver exceptional customer service,” says Michael Emaus, CEO of eEnterprise (www.eEnterprise.com), a division of NetSuite global reseller Skyytek Worldwide.
Something new happened in mid-2006 – five out of the top ten websites listed by Alexa (based on traffic for the previous three months) were Asian. Four of those were Chinese.
Determining a customer’s lifetime value can reap big profits as you grow your business. However, if you are like just about all small business owners, you most likely have never determined the lifetime value of your customers and are thus forfeiting maximum income potential.
Perhaps the best single guideline for web design is to ask yourself, “what do I like?” Seems an obvious concept, but if you do any surfing at all, you know there are some sites that grab you and keep you, and others you’ll break your mouse finger to get out of. The purpose of this article is to remind you of the things you hate.
Getting referral business and new customers, through recommendations by satisfied customers and clients, is a dream of most business owners and managers.