Category Archives: Customer Service

The real cost of new customer acquisition

Posted on April 18, 2016 by RFM

If you knew the real cost of acquiring a new customer, you would never let an existing customer go! Adhering to this old adage makes a lot of sense. It is likely that every business has the opportunity to do more … Continue reading →

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Take the Customer Journey Your Customer Wants to Make!

Posted on April 15, 2016 by RFM

This phrase came straight off the headline in a magazine advertisement but it made me think. We now have to think of business development in a digital age and embrace the new ways in which the buyers of tomorrow engage … Continue reading →

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Profit is Sanity, Sales is Vanity

Posted on April 8, 2016 by graham

Recently, we came across an interesting article in the paper related to Tesco chasing sales and volume as against margin and profit. This happens in many companies when they grow bigger and the market becomes competitive. For the smaller organisation … Continue reading →

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Developing a Customer culture – easy to talk about, more difficult to deliver

Posted on July 15, 2014 by RFM

Perhaps a provocative statement, but one that summarises the importance of having a strong culture that is customer focussed, with all employees having an understanding of the role of ever increasing customer satisfaction. High levels of customer service endorse the … Continue reading →

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Map your customer journey – clues for improving service, sales and retention

Posted on July 4, 2014 by RFM

I just wonder if this is the key to creating even greater competitive edge, particularly in a service business. If you can get under the skin of the customer to find out their thought, emotions , hurdles and actions at … Continue reading →

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The really really key customer campaign

Posted on June 27, 2014 by RFM

For those of you who would like to interface with a small number of really key clients across the globe, the campaign plan needs to be scheduled and a long term approach adopted.  It works, but it takes time to … Continue reading →

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Customer Service Bloomers

Posted on June 17, 2014 by RFM

A friend travelled on the 4.15pm service from Haymarket to Glasgow with Free wifi and no seats. Answer from the guard to everyone who complained ‘ you don’t buy a seat, only a carriage mate/dear.’ Travelling on a train from … Continue reading →

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Raving Fans for creating repeat business

Posted on June 12, 2014 by RFM

The raving fans are the element of customer service that will allow you to create a range of repeat business. There are 3 good reasons to encourage raving fans: They will tell others and encourage them to buy from you, … Continue reading →

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Customer Handling Creating Competitive Edge

Posted on May 4, 2014 by RFM

What a fickle bunch we are. In a service based economy or in any really competitive sector, often it is customer service that creates that competitive edge to get the first order, customer service which keeps the existing customer happy … Continue reading →

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Customer Service – WOWing the customers

Posted on April 12, 2014 by RFM

Giving the customer a ‘WOW’ experience costs you less than any advertising or communications. Treating the customer well and going the extra mile will reap huge rewards in retained and sustainable business. The effort to gain new customers through the … Continue reading →

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