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First, perform an internal analysis of your brand to understand what qualities and tasks constitute its core. Next, perform additional analysis to understand which tasks constitute the periphery of your brand -- that is, they are not at the core; yet play a supporting role in maintaining your brand. |
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Monday, 14 March 2011 |
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Quality customer service is typically defined in terms of attention to detail and responsiveness. Not surprisingly, the top two customer complaints with regards to customer expectations are unreturned phone calls and a failure to keep promises and commitments. |
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Monday, 14 March 2011 |
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Nearly 64% of Canadians plan to switch banks or have done so in the last year because of service quality issues. Battista said although banking confidence varies between nations, the “battle” to win new customers is likely to focus on improving customer service. |
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Monday, 14 March 2011 |
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A study conducted by the telecoms giant and enterprise communications firm Avaya found 90% of smartphone users expect to continue dialing these support numbers in the future. However, the survey also found a significant number of call centres are failing to deal with queries in an effective manner. |
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Monday, 14 March 2011 |
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Sometimes customer service can get a little stale. Here’s a few tips on how to freshen up your customer service. |
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Thursday, 24 February 2011 |
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In fact, the survey shows that customer service options are the most important factor for consumers, followed by familiarity with the brand, user reviews and ratings and cost of delivery. Having the lowest price was only the fifth most important factor. |
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Thursday, 24 February 2011 |
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Your job is to focus on the profitable 20% while not getting consumed by the demands of the costly few. To accomplish this balancing act, listen to the discontented so you can right wrongs wherever possible. But for every minute you spend putting out fires, spend four minutes nurturing your most content and profitable customers. |
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Thursday, 24 February 2011 |
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That old-fashioned habit of stopping in at your local branch is being encouraged again as the banking industry looks to put the spark back in service. |
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Thursday, 24 February 2011 |
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The reality is, getting through to an actual person at many companies’ customer service departments can be a little like discovering the lock combination to a bank vault. Hit the right numbers, and the world is your oyster. |
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Thursday, 24 February 2011 |
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Even with the best of intentions, many companies only give lip service to this critical area. It is necessary that every employee be tuned in to how he or she can contribute to outstanding customer service — the kind that keeps customers coming back again and again. |
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Thursday, 24 February 2011 |
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