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Showing posts from October, 2010

The Voice of the Customer

There are many ways of learning what is essential in your business.  However probably the most powerful and least practiced is that of Customer Feedback.  Having the greatest widget in the world is useless if your customers don't want to buy it and if it doesn't resolve a perceived need.  Getting that information from your customers can be accomplished in a variety of ways though and it pays to ensure that you are doing as many of them as possible.  (One point to note - conducting a survey is important, but if you don't actually do anything with those results, then you shouldn't have wasted the time or the money in gathering that information!)

Customer Feedback Is Critical

In order to drive continual customer service improvements, companies need to focus on obtaining the information from their clients, analyzing that information and acting on that information.  Remember, as stated earlier ... if no action is taken - don't bother!

Capturing customer feedback

Capturi…

Managing Technical Teams

Managing technical staff is becoming more of a challenge daily. Even more so, when your staff are MORE technical than you are - which to some extent is expected ... you are a manager and responsible for multiple area's of the company, they are specialists and able to focus on their area to the exclusion of everything else.
In most cases technical staff are those who prefer to perform their work with little or no supervision and they often view Management "oversight" as a hindrance to their - getting the job done. They also quite often forget that at the other end of the phone line, there is a customer (or customers) that has been impacted and regardless of the fact that they "think" they can resolve the problem, there are timelines and SLAs in place to ensure that issues get escalated. Now, while "techs" are members of the team that managers depend upon heavily to resolve the problem, it is the managers responsibility to understand the "big p…

Why Do Customers Matter?

Perhaps this is stating the obvious, but we want a large base of loyal customers as they are  a lot more profitable than just “happy/satisfied” customers. They consistently do business with us and on top of that they give free advertising to others to do business with us.
Besides that, we already know that is ten times easier to keep a customer happy than to gain a new one, so based on this, it sounds like a pretty good deal to just give customers the GREAT/MEMORABLE service they are expecting and keep their business coming “home”.
The question of course is - What is Memorable and What do customers want from us?
First we need to understand that customers these days are smarter, more demanding, less forgiving, harder to satisfy and most of all approached by competitors on a daily basis, therefore the extra mile we used to walk has now become “The Expected”.
In order to gain Customer Loyalty we need to show them: The value of our service. Let them know that they are dealing with  professi…