How to improve your customer service…

A lot of companies I meet are under the illusion that they’re providing excellent customer service when they actually are not. A Customer Service Benchmark report revealed that while 80 percent of businesses it contacted believed they offered excellent customer service, only 8 percent of their customers agreed that that was true. It goes without […]

How to keep your customers…..

Customer retention must be a focus for all businesses. With rising customer acquisition costs businesses need to be proactive in retaining clients. Studies have consistently found that acquiring new customers can cost as much as five to seven times more than simply retaining existing customers. The fact that customer profitability tends to increase over the […]

How to keep your customers…..

Customer retention must be a focus for all businesses. With rising customer acquisition costs businesses need to be proactive in retaining clients. Studies have consistently found that acquiring new customers can cost as much as five to seven times more than simply retaining existing customers. The fact that customer profitability tends to increase over the […]

Creating a Great Customer Experience

Competitive markets mean that it’s not just the quality of your product that matters.  A great experience can create loyal customers, while negative experiences can ruin your brand’s reputation both on and offline.  These ideas can help you to create an unforgettable experience for your customers and begin to them into advocates of your products […]

A Reminder of Great Customer Service

Sorting through things last week I came across an oversized business card I acquired from a Lobster restaurant on my holiday a few years back to the US. Let me share this with you… The front of the card had the name, address, and phone number of the restaurant, along with the name of the […]

Say thank you this Christmas……

Poor customer service costs a company dearly. Customer satisfaction is not a small issue, think about this: – Worldwide, up to 2/3 of all customers leave because of poor customer service – On average, most UK companies lose half their customers every five years – Customer relationship activities have the most impact on customer retention. […]

Importance of Customer Service

A man has single-handedly managed to wipe $180 million off the value of an airline, simply because they got their customer services wrong (http://news.bbc.co.uk/1/hi/world/americas/8164273.stm). This may be an extreme case but it clearly demonstrates the importance of the issue of customer services and how dissatisfaction can be very costly. Whatever the size of the business, […]

How to Get a Lifetime Return on a One-Time Investment

It sounds simple but inviting your customers to do additional business with you again is a powerful strategy for significantly improving sales. Business goes where business is invited! You paid once for the privilege of entering into a relationship with your customer. If you convinced them to do business, they have given you a vote […]