The Age of the Customer
October 29, 2013
A recent study published by Oracle highlights the growing recognition amongst companies of the business imperative to deliver a remarkable customer experience.
The study also identifies a worrying gap between vision and execution and a perception gap between companies and ...
Top Tips for… Successfully increasing customer value
June 18, 2013
You've spent the time, effort and money building up your customer base and you are working hard to retain their business for the future. If possible, you also want to increase each customer's value.
How can you do this effectively, without bombarding people with emails or ...
Do you make it easy for your customers to leave feedback? Are they able to do this on a transactional basis, ad hoc, or even once a year, and do you actively ask them for their comments?
Without an easy way to leave feedback, your customers are unlikely to do so unless the...
Top Tips for… Creating a customer centric website
June 6, 2013
The majority of your prospects will take a look at your website before deciding if they want to use your services, so it's important that you optimise this first experience. You need to make sure the benefits you offer are clearly shown.
Part of the IIC assessment includes...
Top Tips for… Keeping your customers for life
June 4, 2013
Everyone knows that signing up a new customer costs considerably more than retaining one. Once you have a customer, it's essential to keep them for as long as possible, making sure that you maximise the relationship.
You can create highly loyal customers without offering t...
Whether you want it to or not, social media is rapidly becoming one of the main ways that customers choose to communicate with your company.
Originally, you may have set up your Facebook or Twitter pages to promote your new products and services, but now customers are usin...
Many businesses experience fast and messy growth, meaning that the customer centric ethos can get lost amongst all the activity.
Every member of your team needs to understand how, and why, they should offer excellent service to customers.
Here are our Top Tips for produ...
Like most businesses, you want to offer your customers the best experience, but without unnecessarily over delivering and causing extra cost by using up resources.
By introducing some simple initiatives, you can be sure that the customer is not just satisfied, but they are...
Top Tips for… Introducing closed loop feedback
May 16, 2013
Closing the loop with your customers is essential after asking for their feedback.
Imagine going into a shop with a complaint:
"This TV I have bought from you is broken. In fact, it's the third time I've had a problem with your products in the past couple of years. I thi...
Top Tips for… Marketing your exceptional service
May 14, 2013
It's one thing gathering customer feedback, but what do you do with all of the valuable material you have collected?
You will have a wealth of customer testimonials, as well as specific feedback on the quality of your products and services. Showing everyone the results of ...
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