Posts Tagged ‘customer satisfaction’

6 Types of Customer Complaints

June 21st, 2016
Steven Howard

Customer Complaints Are Good. Here’s How To Handle Them. As we all know, customer complaints will happen. While elimination of customer complaints may be a desired state, in truth this is nothing other than an illusionary goal. And besides, the true goal should be the elimination of errors, mistakes, and other factors that cause customer dissatisfaction. If you eliminate customer complaints, without eradicating the errors producing the displeasure and discontent for your customers, …

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 …

Creating Complete Customer Satisfaction

May 31st, 2016
Steven Howard

Fire Your Customer Service Staff. Today. I often advise senior management and business owners that their companies and  organizations today need to change from a focus on trying to win new customers to concentrating on meeting and satisfying the needs of their current customer bases. With this strategy, the aim is to achieve a high degree of complete customer satisfaction with the customers you already have in hand. Good customer service is no …

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, …

The Sales / Service Relationship

April 19th, 2016
Steven Howard

SALES = SERVICE = SUCCESS Many organizations segment their service function from their sales activities. I believe this is a mistake. The closer you can entwine your service and sales activities, the more successful you are likely to be. After all, the customer rarely segments a sales activity from a service activity. To him or her, all your activities are service related! The formula for weaving these two activities together is to: Turn …

Treating Customers Differently

February 4th, 2016
Steven Howard

Customer Retention Marketing: The Art of Keeping Good Customers™ I have written often about the growing need to treat customers as individuals — with individual needs, wants, desires, likes, and dislikes. There are four steps to go about this, and are detailed in the book The One to One Fieldbook by Don Peppers, Martha Rogers, and Bob Dorf. They identify four key implementation tasks that can be used as a guide for initiating …

Customer Retention Marketing

January 14th, 2016
Steven Howard

Customer Retention: The Art of Keeping Good Customers™ The world in which marketing takes place continues to change and evolve at a rapid pace. Reduced trade barriers, extensive deregulation across numerous industries, an increasingly globalized economy, customers who are more aware of the choices available to them, and changing customer values are all combining to ignite a dramatic increase in the competition between products, brands, services, companies and, indeed, even countries. Additionally, customers themselves …

Customer Retention: The Art of Keeping Good Customers

January 12th, 2016
Steven Howard

Customer Satisfaction is an Attitude. Customer Loyalty is a Behavior. Why is customer loyalty so important? For one thing, numerous research studies have shown that if you can reduce your attrition rate, that is the annualized rate of lost customers, by as little as five percentage points, you can increase your bottom-line profits by anywhere from 25% to 85%. That’s right, just keeping more of the customers you have and preventing them from taking …

Building Customer Loyalty

September 10th, 2015
Steven Howard

Customer Satisfaction Is Better Than Mere Customer Service How do you build customer loyalty? To start with, your organization has to be able to fully understand customer requirements and to appreciate customer needs…particularly individual customer needs. And you need to have policy flexibility and organizational adaptability in order to meet individual customer needs. In other words, you need to be flexible in how your policies are applied. Not all customers are equal or …

Earning Customer Loyalty

September 8th, 2015
Steven Howard

Create Loyal Customers By Keeping Promises, Delivering Complete Satisfaction How do you earn customer loyalty? Think about how you, as an individual, are loyal to any of the establishments or businesses where you are willing to repeat purchase. What does it take to make you a loyal customer? It is probably the same thing that it takes to make any of us….including your own customers….loyal. And that is a commitment to quality and …

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