Increasing Customer Satisfaction

Pervasive Customer Experience

by Paul J. Morris

Expensive advertising is no longer sufficient to stake your position in the market. A pervasive customer experience, consistently actioned across all your customer touchpoints, and executed in alignment with your purpose and values, is way more powerful.

Silly Service Has Its Serious Side

by Craig Harrison

Test your customer service knowledge!

Customers For Life!

by John Boe

The most successful companies place great value on developing lifetime relationships with their customers.

Turning Customer Service Inside Out!

by Craig Harrison

How poor internal customer service negatively impacts external customers, and how you can turn it around.

The Power Of Saying Thank You

by HopeAD

An easy thing to forget in the midst of our frenzied lives is the simple act of saying "thank you." And yet, by incorporating a thank-you strategy into your marketing, you'll reap immense rewards.

Developing KPIs And Estimating The ROI For Events

by Simon Baggs

Using events as a relationship marketing tool necessitates an investment that, like any other investment, requires a gauge on effectiveness and return on investment (ROI).

Customer Relationship Management: Challenging The Myth

by Donald A Marchland and Rebecca Meadows

What company today does not want to be more customer oriented to stimulate growth through higher sales and better services with higher margins?

How To Make Customers Say “WOW!”

by Winston Marsh

Almost without exception when business owners and managers are asked what their customers really want their answers are “service”, “good prices”, “knowledgeable staff”, and so on. And those owners and managers are wrong!

Customer Service Is No Accident!

by Ricky Nowak

It’s true that the buck stops with the leader of an organisation, but when the buck stops because the customer stops walking in the door, it can be a little too late to start asking why they’re going to our competitors, not renewing contracts, or worse still not wanting to do business with us again. But go on, be brave ASK your customers what they think – they will still respect you in the morning…

Four P’s Of Customer Retention

It has been approximately 40 years since marketing professor (and subsequent guru) Dr. Philip Kotler coined the concept of the four P’s of marketing — product, price, place, and promotion. While still valid today, Kotler’s original four P’s do not have as much application to customer retention as they do to customer acquisition.

Making It Easier For Your Customers To Do Business With You

by Adam Ramshaw

Or 'Why Do Companies Make It So Difficult For Customers To Do Business With Them?'

The PS Paradigm Of Customer Service

by Roice N. Krueger

The PS Paradigm provides a frame of reference for diagnosing and treating your customer service problems.

How To Make Your Customers Fall In Love With You!

by Karen Schmidt

Providing great service is all about developing a relationship with your customers. It’s about treating your customers as though they are your partners at work. It’s about getting them to fall in love with you so they don’t want to go anywhere else.

How Your Service Defines The Customer

by Max Franchitto

Financial services institutions have spent large volumes of money to try to discover why at times customers are no longer excited by the value proposition of their products and services.

Is Your Business A Leaky Bucket?

by Thomas Murrell

This is a question I always ask small business owners who attend my marketing seminars. The reason I ask, is because many businesses are so focused on attracting new customers they forget about retaining and providing good customer service to their existing clients.

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