Tag Archives: Customer Relations

We are living in a world of change. Competition is engaging in price wars, customers expect more for their dollars. Businesses can no longer be in the business of selling products and services—you must be selling a “customer experience.” According to Bloomberg BusinessWeek Research Services “a customer experience is not one thing but many: It is the practical and emotional manifestation of how a company delivers on the promise it makes to its customers through … every direct and indirect customer encounter a company has across all its customer or enterprise functions.”

Ultimately, your business exists to do two things:… Read More

To maintain on going relationships with clients/customers requires a consistent program that delivers value and meaningful actions. If you are not working at strengthening those relationships you are making it easier for your competitors to insert themselves into your market place. So what values (that require specific behaviors for them to be visible) and actions are you taking to facilitate a memorable customer service process?

We frequent the same restaurants and fast food establishments because we get what we want consistently. When they don’t deliver, we move on elsewhere. A few years ago my favorite coffee chain introduced a new … Read More

Over that last few weeks several articles and books have crossed my desk that deal with the relationships we develop with customers. Of all the ways to keep a business growing, increasing the frequency of interactions we have with clients is probably one of the most important. We would all love to boast a long list of loyal customers; when we increase the effectiveness of all of our business practices, the list increases.

To sustain profitability and customer loyalty, offering discounts or cutting prices may bring in new customers, but keeping them requires a different level of customer service. Good … Read More