Avoid customer horror stories by putting the customer first
Posted on 06 August, 2013
Nothing will cause customers to drop companies faster than frustrating customer experiences. Failure to provide solutions and resolve issues can significantly harm a firm's ability to capture repeat business or even complete initial transactions. Despite this, there are still many businesses that routinely infuriate their clients.
David Shaywitz, a contributor for Forbes, noted that companies in sectors like healthcare or B2B have a lot of good examples to follow when it comes to customer satisfaction management. Retailers like Zappos are known for their focus on simplifying the online buying experience, even as others struggle with the most basic services. Following the examples of high-performing firms could help ... Read More...
Video of upset customer goes viral
Posted on 31 July, 2013
The prevalence of smartphones and the popularity of social media have made it very easy for upset customers to become viral marketing disasters. This was the case when a video of a woman getting angry at an Apple store in Los Angeles was uploaded to the Web.
Incidents like these are becoming much more common, as it is possible for bystanders to pull out their smartphones and record entire events. This makes it essential that companies have customer experience management solutions designed to prevent these issues from arising in the first place. The woman in the Apple store video was angry that she ... Read More...
Not every aspect of business is ready for social media
Posted on 20 July, 2013
Social media has proven to be a boon for marketing efforts in every industry. Companies are able to share information with thousands of followers on a personal level to enhance customer experiences. Unfortunately, not every company has managed to successfully navigate the often dangerous waters of social media.
A column for The Wall Street Journal pointed out that chefs and restaurant managers are increasingly using Twitter and other social media tools to attract customers to their businesses. The strategy seems sound, as it allows employees to connect with other bloggers, reviewers and foodies to create an enriching community for patrons. However, the source noted ... Read More...
Long waits lead to unhappy customers
Posted on 16 July, 2013
Happy customers typically have one thing in common: They were able to reach quick resolutions to their problems. Regardless of their industry, businesses seeking to improve customer retention strategies may want to focus on reducing wait times.
Fast service is the least that organizations can provide in their attempts to win brand loyalty. In some cases, failing to improve services could cost a company its licenses. Crosscut reported that Comcast has been fined more than once by the City of Seattle for its inability to answer the phone. As part of its licensing agreement with the municipality, Comcast agreed to keep customer wait times ... Read More...
Resolve conflict and boost customer satisfaction by listening
Posted on 10 July, 2013
Even though many companies try to provide great service to customers, there may be times when mistakes are made or the client simply isn't pleased with the results. In these cases, it may seem like there is nothing firms can do, but there are steps organizations can take to resolve these situations.
A post on GreatFX Business Card's small business blog recounted an incident resulting in a bad customer experience at a local Italian restaurant. The patron was disappointed in the quality of her meal and requested a conversation with the manager. This is a reasonable request at most restaurants, but ... Read More...
Poor customer service continues to linger in many industries
Posted on 10 July, 2013
Great customer service is an effective marketing tool. Consumers often share their experiences with friends and family and with the growing popularity of social media tools, it is easier than ever to reach a broader audience. Unfortunately, the reverse is also true. A study by NewVoiceMedia found that 31 percent of consumers post about poor customer service they receive as well.
These posts can have a powerful influence on potential customers for businesses in any industry. With the availability of mobile devices, many consumers have taken to researching products and brands online before they ever contact a company. Despite the potential of ... Read More...
Improving customer experiences with the power of yes
Posted on 27 June, 2013
It costs significantly more to attract new customers than it does to keep existing clients, but many businesses still fail to provide the customer experiences necessary to build loyalty.
Even after consumers walk through the door, staff members fail to recognize opportunities to deliver valued service. This is exactly the scenario laid out by business writer James Dalman in a recent post on his website that details what happened when a friend went to a gun shop to purchase a new rifle. The item was slightly more expensive at the location, but the customer wanted to complete the transaction there. When the ... Read More...
Consumers increasingly turn to social media to share bad customer experiences
Posted on 25 June, 2013
Social media has given consumers more power over their relationships with businesses. The channel offers customers a significant amount of freedom to spread the word about their frustrations with particular companies, and many consumers choose to vent their dissatisfaction in this manner.
A study by NewVoiceMedia found that 31 percent of people post online after they have a bad experience with an organization. These complaints can quickly spread through social networks and could end up costing firms hundreds of transactions. The dynamic is forcing businesses to create comprehensive customer experience management (CEM) strategies that will provide friendly and engaging service.
A company's online reputation is quickly becoming a significant ... Read More...
Companies with poor customer service losing out to competition
Posted on 25 June, 2013
Consumers lead busy lives and are becoming less tolerant of poor customer service. With the internet giving people additional access to new brands and better deals, companies often turn to customer service as a way to distinguish themselves from the competition. Unfortunately, not every business is finding it easy to routinely provide outstanding customer experiences. The Wall Street Journal reports that some fast-food restaurants, such as McDonald's, are seeing a drop in sales because of poor customer experiences.
"What we're seeing in the fast-food sector is that there's not a clear differentiator between the chains," Euan White, senior vice president of consumer markets ... Read More...
Banks still struggling to improve reputations
Posted on 25 June, 2013
Rebuilding public trust can be a long and painful process. Once potential audiences have reason to doubt the sincerity of a firm's messages, customer retention strategies become much more difficult to successfully initiate.
Large banks are finding this out as they continue to struggle to meet customer expectations. A recent report by an independent monitoring company found that four of the five largest financial institutions are failing to meet key aspects of a national settlement. An agreement between the attorney general's office and several major banks was designed to fix mistakes made on loan modification applications and foreclosures during the housing crisis by ... Read More...
- Customer Experience Best Practices
- Customer Experience ROI
- Customer Experience Strategy
- Customer Service Horror Stories
- How to Deliver Optimum Omni-channel Customer Service
- SCORE Conference 2016 Highlights
- They Want What You Have
- The Power Punch of Customer Surveys
- Air-Tight Customer Retention Tactics