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Category Archives: Customer Service
Multi-Channel Marketing
At a recent conference, I heard a keynote speaker from the John Lewis Partnership presenting the multi-channel strategy they have developed to allow customers to interact with them any way they wish, – in store, on tablet, web, by phone, … Continue reading
Posted in Communication, Customer Service
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It’s not the product, it is the flower of service
A friend who runs a Mr Handyman home and office maintenance service franchise in Glasgow believes that the key to building a sustainable and repeat business in this sector is not just the quality of the job but also customer … Continue reading
Increasing revenues through customer service
Ask managers in most organisations if they would like to increase their revenues by 10% or more and we reckon most people would ‘bite your hand off’ or at least say ‘show me’. There is a direct correlation between … Continue reading
What do your customers want?
Ask most customers what they want and they will tell you their requirements. What they will NOT tell you is what they really don’t get from you. Past experience would suggest that much of this is in the soft skills … Continue reading
Great PR, Great Results
Saw a great piece of PR activity on breakfast news yesterday morning. John Browett, Chief Executive of Dixons Retail was on screen to explain his company’s drop in profits. He turned a question on ‘profit drop’ into a positive statement … Continue reading
Customer relationship textbook example – Repeat, Rebook
What is the first thing you expect to see when you walk into a hotel? – a reception desk. Visit Potters Holiday Village in Norfolk and the first thing you see is a rebooking desk!! The reception desk is round … Continue reading
Improve revenues and examine customer satisfaction
Adjust to what the customers are saying – 68% of customers do not give a company repeat business because of employee attitude. (Adams six sigma) Customer satisfaction applies in our business to business relationships as much as it does in … Continue reading