Customer Centered Communications©
Perhaps our communications problems lie not in “how” we communicate, but rather in “what” we communicate. Use information to create value for your customers.
Content: Article | Authors: Michele Richards, Rick Tate | Source: CEO Refresher | Subjects: Customer Related, Management
He Who Is Always Right: Customer Relationship Management
Not all customers want a relationship. Of those who do, not all want the same depth. And even among those who seek deep, emotional relationships, different customers will respond to varied degrees of their interaction. Some customers might be thrilled if the sales person remembers their name, but others might desire an effusive, personalized relationship with the seller. Can a firm comprehend how its customers … [ Read more ]
Content: Article | Authors: Prashant Malaviya, Sarah Spargo | Source: INSEAD Knowledge | Subjects: Customer Related, Management
hellopeter.com
hellopeter.com, aka “Tell Someone Who Cares,” offers an open platform to share your customer service experiences with the world. To make a comment, simply register (for free) and answer a few questions. A few days later you will be asked to answer a few more questions to see if your perception of the company has changed as a result of how it handled (or did … [ Read more ]
Content: Online Resource | Source: hellopeter.com | Subjects: Customer Related, Miscellaneous
For Keeps: Factors of Profitable Customer Relationships
You have the option of mailing a catalog or sending a salesperson to contact a customer, but how do you know which method is more profitable? Imagine that you can find out, and with that same information, you can divine the length of time that each customer remains profitable and know which factors are really driving the profitable lifetime duration. This study by Professors Werner … [ Read more ]
Content: Article | Source: INSEAD Knowledge | Subjects: Customer Related, Management
6 Levels of Customer Relationships
Consumer Equity in Relationship Marketing
The spread of customer loyalty schemes amongst retailers has been spurred on by a belief that these schemes enable large organizations to build real relationships with their customers and thus retain their loyalty over time. Consumer equity in relationship marketing questions that assumption and whether the potential truly exists for relationship marketing of consumer goods.
Content: Article | Authors: Humphrey Bourne, Isabelle Szmigin | Source: ManagementFirst | Subjects: Customer Related, Marketing / Sales
Back to basics: 75 painful questions about your customer satisfaction
It is now more than ever that businesses must look to their customers. Ask them what they want, what they need. Listen to them. Perhaps it’s finally time to ask those 75 painful questions about your customer service.
Content: Article | Author: Hubert Rampersad | Source: ManagementFirst | Subjects: Customer Related, Management
Call Center Stats
Putting Your Money Where Your Mouthpiece Is
Companies spend a lot of money to acquire new customers. Poor service is the fastest way to lose them. Is your company’s call center doing everything it can to keep its customers happy?
Content: Article | Author: Alice Dragoon | Source: Darwin Magazine | Subjects: Customer Related, IT / Technology / E-Business
The Experience Economy
read an excerpt at:
Content: Book | Authors: B. Joseph Pine II, James H. Gilmore | Subjects: Customer Related, Economics
Don’t Lose Money With Customers
Executives talk a good game about managing customer relationships. But then why do many companies persist in money-losing arrangements? Time to become proactive, says Harvard Business School professor Narakesari Narayandas.
Content: Article | Author: Peter K. Jacobs | Source: Harvard Business School (HBS) Working Knowledge | Subjects: Customer Related, Management
Worldwide Customer Relationship Management (CRM) Services Market
Customers In Demand
Demand planning can help suppliers know their customers better.
Content: Article | Author: Antone Gonsalves | Source: InformationWeek | Subjects: Customer Related, IT / Technology / E-Business
The Nordstrom Way: The Inside Story of America’s #1 Customer Service Company
Content: Book | Authors: Patrick D. McCarthy, Robert Spector | Subjects: Customer Related, Management
Customer Loyalty – From The Customer’s Perspective
Businesses may not define loyalty in the same way that their customers do. Highlights of the Core Services and Trust Builders from a recent Consumer Eyes 2000 survey.
Content: Article | Author: Joan Donogh | Source: CEO Refresher | Subjects: Customer Related, Marketing / Sales
Customer Service: What’s a Smile Got to Do With It?
This article takes a look at key areas to focus on in an attempt to build a more customer-focused organization. The key areas are broken into “soft” and “hard” aspects.
Content: Article | Authors: Sarah Cook, Steve Macaulay | Source: ManagementFirst | Subject: Customer Related
Corporations Respond to eMail Inquiries
In Sync: Aligning Costs with Customer Value Creation
Is your firm applying its efforts to the things that matter most to your customers? Are you wasting resources and failing to meet customer needs while missing market share? Many companies fail to apply resources to best meet customer needs. Prof. McNair and Polutnik show the real metrics that matter here and give you a perspective on how to improve your competitive position without spending … [ Read more ]
Content: Article | Authors: C.J. McNair, Lidija Polutnik | Source: Babson Insight | Subjects: Customer Related, Management
Customer Service – Call Center Statistics
In the Service of One-Night Stands?
Many managers in service industries who are trying to develop relationships with their customers believe that satisfying them is enough to create a committed customer base. It is true that satisfaction is important because it can lead to increased customer loyalty. But this is not the complete picture.
Content: Article | Author: Matt Thomson | Source: MarketingProfs | Subjects: Customer Related, Marketing / Sales