Posts Tagged ‘customer engagement’

Supporting Your Customer Service Reps

June 23rd, 2016
Steven Howard

Treat Your Customer Service Reps Like A First-Class Team As customers feel it is their right to have 24×7 customer service availability for more and more product categories and industries, the role of the customer service representative takes on even greater importance. I wonder, though, based on my experience of dealing with customer service reps, how many companies ever sit down and explain in detail product specifications, the rules and regulations of contests …

Make It Easy for Customers to Complain

June 9th, 2016
Steven Howard

You Can Only Fix Those Customer Problems You Hear About Two of the key points from the prior Powerful Marketing Memo titled Customer Complaints Are Good are: 1) complaints will happen because mistakes will happen, and 2) customers who complain are customers who care. Therefore, knowing that you are going to get complaints and knowing that such complaints are good for you, it makes sense to have a complaint management strategy in place …

Customer Complaints Are Good

June 7th, 2016
Steven Howard

Customers Who Complain Are Customers Who Care As sure as there are customers for your product, you can be guaranteed that there will be complaints about your products and services. Why? Is it impossible for an organization to deliver 100% customer satisfaction and 100% fault-free products and services all the time?  In a simple word: yes. I have yet to come across an organization that doesn’t make the occasional mistake, or the employee …

Making Life Inconvenient For Customers

May 26th, 2016
Steven Howard

Customer Retention Results From Customer Convenience Convenience is one of the critical 7 Cs of superior customer service. But sometimes I have to wonder, are organizations in the business of making things more convenient for their customers or for their staffs? This question was highlighted to me a few years ago on a flight between Singapore and Melbourne. I was traveling on the airline that had made a reputation, right from its creation, …

Delivering Upon Your Promises

May 24th, 2016
Steven Howard

You Need To Deliver Upon The Promises Made To Customers Vernon Hill, President and CEO of Commerce Bank, was quoted in one of Fast Company’s First Impression Newsletters as saying, “We have to keep delivering what we promise to customers.” When I first read this, I thought “how utterly silly” that a CEO of a major bank is making this kind of a statement. Is it really necessary to go all the way …

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