Customer Feedback: Everyone has an Opinion - USE IT!
Have you ever been in a department store and known exactly what you were looking for but couldn't locate any staff to help you find it? Think of your website as your very own department store, and your contact numbers, email addresses, and FAQ's navigational buttons as your staff. Without these handy interaction tools, your purchaser will get frustrated and E-shop somewhere else. It is important to provide your customers with ways to ask questions or give feedback. We are a curious bunch of people in this world; everyone has an opinion and thinks someone should hear it. So give them the opportunity to voice their feelings on your merchandise, encourage dialogue with your customer and then use their opinion to better your product. A speedy response is important to keeping the sale, whether it be a question, comment, or criticism, respond to your customer in a timely manner to let them know that what they say matters. Your staff should show a great desire to help your clients with their questions; this is an easy way to turn an inquiring customer into a buying customer. Being attentive to your clients needs will also reduce the number of returns on your product. Tom Antion provides entertaining speeches and educational seminars. He is the ultimate entrepreneur, having owned many businesses BEFORE graduating college. Tom is the author of the best selling presentation skills book "Wake 'em Up Business Presentations" and "Click: The Ultimate Guide to Electronic Marketing." It is important to Tom that his knowledge be not only absorbed, but enjoyed. This is why he delivers his speeches laced with great humor and hysterical jokes. Tom has addressed more than 87 different industries and is thoroughly committed to his client's needs.
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10 Customer Service Quality Statements to Measure up Against
It might sound quick and simple, to say how well your business does in
satisfying it's customers. Hearing such as:-"We're increasing our
turnover by 14% year to date""Our customer complaints are now less
than 4% or our transactions"...might sound like music to your
ears, but that's just the time you need to be very careful.A regular
measurement of where you are as your organisation, not depending on some of the
easy-to-fake figures, might just make the difference in how well you are doing
now, and into the future.Try these quality statements and set up a
mechanism whereby you review them monthly - yes, that's right, monthly. This
needs to be thorough and objective. And maybe even the scores made by a cross-
section of your people in all areas of your business - then you get objectivity
and a true picture of how you are scoring. It is a great activity to score each of
these out of 10, make a tracker month by month and each time you review, ask
yourself the question:-"What would we need to do to move our score up
by 3 points"Do it point by point and then, after you have that
3-point question, work out a monthly action plan, so that step-by-step, you
gradually improve. (Note:- If you are too near a score out of 10 to have three points to go - upgrade your statement!).Then and only then will your improvement be sustainable and
you can reset the questions over time to a higher standard. Then you truly will
be The Best in class!The Quality Statements:-
We use a variety of staff to monitor customer service on a regular and consistent basis
We know and can clearly state our customer groups
We listen to customers about our products and proactively seek to redress issues
We notice and congratulate our people and teams when they perform well
Senior management are fully and visibly engaged in customer activities
Our people enjoy the challenge of changes
Our organisation and our people have aligned values
Our customers find working with us easy and pleasurable
We know how our people feel about working here and always respond to make it better
We have teams and individuals who can respond quickly to changes circumstances, whatever they are
Keep a track of these - visually represent it somewhere very publicly for your
people. Involve many of your them in monitoring, finding solutions and
taking accountability for change, where needed and your business, your people and
you will thrive.One final point. Starting is good, being able to demonstrate your
success in 12 months is another thing - as is still doing this review at that time.
Stay - Say - Pay
Would you like to have customers that stay with you and
don't buy from your competitors?
Customers that say nice things about your business to other
people; pay you on time and
accept the fact that you might be a bit more expensive then
other suppliers?
Of course you do but how do we perform this miracle? It's
dead easy really; you only have
to consider two factors: be Reliable and be Likeable.
The History of CRM -- Moving Beyond the Customer Database
Customer Relationship Management (CRM) is one of those magnificent concepts
that swept the business world in the 1990's with the promise of forever changing
the way businesses small and large interacted with their customer bases. In the
short term, however, it proved to be an unwieldy process that was better in
theory than in practice for a variety of reasons. First among these was that it
was simply so difficult and expensive to track and keep the high volume of
records needed accurately and constantly update them.
Dont Forget your Existing Clients
Quest for new clients shouldn't ignore those who pay the bills
Oil Change Customer from Hell or Hoax; You Decide
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Managing Your Business When One Client Takes Alot of Your Time
How often has your schedule been thrown out of whack because of a client's needs?
Profit from a Customer Service Recovery Program
A client recently said to me: "Most days things seem to run smoothly; but whenever we have a customer complaint, we seem to collapse. Where are we going wrong?"
Five Tips to Calm Cranky Customers
1. Tis the Season
All of the World of Business Is a Stage
One of the basics of acting taught to me in grade school was the important principle of "staying in character." Staying in character means holding the image and personality of the character you are assigned to portray without letting your own personality leak through.
What You Need to Know About CRM
1. It's all about the customer. Some companies focus too much on expensive CRM programs and elaborate IT departments and not enough on what is at the core of CRM. CRM programs need to be designed to appeal to the business' customers. The best Call Centers are the ones which customers find easy to navigate. The best CRM vendors have the customer satisfaction in mind when designing their CRM applications.
Develop Loyal Customers for a Lifetime ? part 2 (11 ? 20)
Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service.
Are You Satisfying Your Customers?
The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:
Write a Business Thank-You Note
Have you seen that thing on TV where the gal tells
the nerd she wonders why he never asked her to
marry him and he stumbles and says "Thank You" and
she turns to butter?
Who Says the Customer is Always Right?
We all know the old adage, "The Customer is Always Right." If you are an online business owner or offline for that matter, you are on both sides of the subject almost everyday.
Debt Elimination Scam
May people these days have a problem with mounting debt. The average person is well below the bad credit limit and is in desperate need to fix it.
Customer Feedback: Everyone has an Opinion - USE IT!
Have you ever been in a department store and known exactly what you were looking for but couldn't locate any staff to help you find it? Think of your website as your very own department store, and your contact numbers, email addresses, and FAQ's navigational buttons as your staff. Without these handy interaction tools, your purchaser will get frustrated and E-shop somewhere else.
The Great American Customer Service Unawareness Campaign
Q: I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one who's always right. Sure, they can have an opinion, but in the end it's up to me to decide who's right and who's not. And if the customer doesn't like it they can take their business elsewhere. What do you say to that, Mr. Business Expert?
-- Paul W.
Got A Consumer Problem?
Millions of people, just like you, end up with a consumer problem that they just can't seem to get resolved. No matter what they do. Even though you are in the right, even though you are being treated improperly. You may needle and wheedle them, bellow and battle, but your problem still ends up unresolved. Sound familiar? If so, here's a proven, effective FREE technique you can use that can help you get immediate corrective action for those ongoing unresolved frustrating, sometimes nightmarish consumer problems such as billing errors, disputes, complaints, defective products and other consumer rights issues.
3 Special Benefits Every Customer Wants
Every customer looks for 3 special benefits when they do
business with you. They may not specifically ask for these
benefits. But you're losing sales if you don't automatically
provide all 3.
Invalid Excuses for Poor Business Results - The Weather
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