Posts Tagged ‘customers’

Customer Service Blog

  • The 4 Customer Types You Meet In Support

    Wed, 10 May 2017, in Customers

    customer-personality-types

    One of the reasons why customer service is difficult to get right is due to the unpredictable nature of customers themselves. I came across an article by Jeff Toister who described…

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  • Measuring the Invisible ROI of Customer Loyalty

    Tue, 25 Apr 2017, in Customers

    customer-advocacy

    It seems that we’ve gotten loyal customers wrong all along. We keep hearing that loyal customers are a mythical, if not a one-off anomaly that gets an unreliable (if not questionable) return…

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  • What George Orwell Can Teach Us About Customer Service

    Tue, 22 Mar 2016, in Customers

    What Entrepreneurs Can Learn From George Orwell

    Orwell is well known today for his two novels Animal Farm and 1984, the most important dystopian books of the 20th century. His themes of surveillance, misinformation, as well as his study of the intricacies of the English language has taken over the world by storm…

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  • How To Make Money Off a Passionate Customer

    Tue, 15 Dec 2015, in Customers

    How to Turn a Passionate Customer Into Revenue

    Customer enthusiasm sure doesn’t come easy.

    You have to earn it through trust, listening, empathy and by telling compelling stories.

    When most people come across a product, they want to make sure it works and solves their particular problem set. So before that “aha! moment” comes the question, “how will this product help me?” or “are there any companies like mine that use this product?..”

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  • How to Align Your Self-Interest With the Customer

    Tue, 24 Nov 2015, in Customers

    How to Align Your Self-Interest With the Customer

    Are you looking to punch more jazz into your sales pitches, galvanize your customers and entice your audience to take action?

    Perhaps you’re looking to spruce up your customer service. You want to get into the minds of your customers and understand what makes them tick, but don’t know how…

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  • Why Companies Lie to Customers

    Thu, 12 Nov 2015, in Customers

    Why Companies Lie to Customersphoto credit Kenny Louie

    Benjamin Franklin once said, “Honesty is the best policy”.

    Even though this bit of wisdom is over 2500 years old, it’s something that apparently eluded the folks at Volkswagen…

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  • Why Customers Give the Silent Treatment

    Thu, 29 Oct 2015, in Customers

    Why Customers Give the Silent Treatment

    Have you ever been so pleased after an interaction with a business establishment that you went out to tell the manager about what set the experience apart? Me neither.

    Maybe you’ve been so upset at a rude cashier or an indifferent support agent that you took the time to reach someone higher up regarding this issue?  I’ve done this before, but I can probably count the number of times on one hand…

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  • What Parenting Can Teach You About Customer Service

    Tue, 13 Oct 2015, in Customers

    What Parenting Can Teach You About Customer Servicephoto credit Rachel Kramer

    For one, I am surprised that the phrase “The customer is always right” is still being used. Sure, it is associated with helping and giving – which are character strengths, especially in customer service. But sometimes our helpful intentions (as my granddad used to say) can give way to…

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  • Why Fire Bad Customers and How to Do it Right

    Tue, 15 Sep 2015, in Customers

    Why companies can't fire bad customersoriginal photo credit Chris Walters

    “It’s always great to keep your options open” so the saying goes. Funny enough, this advice only goes so far. But how do you know when to stop?

    It was something that Dr. Dan Ariely, a professor of behavioral economics at Massachusetts Institute of Technology wanted to get to the bottom of. His experiment explored how attached we are to…

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  • How Existing Customers Bring You New Customers: The 5 Step Process

    Fri, 23 May 2014, in Customers

    How Existing Customers Bring You New Customersphoto credit bfs_man

    Here’s a novel idea: Why spend money on marketing and PR when your customers can do it for you? When I think of a brand advocate I think of my little sister. All I have to do is think back twenty years and recall the extent of our friendship during that time. Although we had bouts of sibling rivalry, for the most part she was singing praises and supporting me publicly and privately all the same. There was no money or favors involved, it was simple…

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