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Do you have a customer relationship management strategy? You have hundreds, even thousands of customers, but it’s possible to build customer relationships all the same. Apart from offering them great products, you want your service to reflect a personalised and efficient customer experience. That means using data to get to know your customers and optimising… …
Just when you thought you’d come across every possible metric you could apply to customer satisfaction, you encountered the term “customer effort score.” Is it important enough to warrant your attention? What is a customer effort score, what does it measure and how does one calculate it? You’ll find the answers here. What is a… …
If you’re in business, you know about selling. But what are sales through service? The best way to explain it is with an example. Could this be one of your best ways of boosting sales revenue while taking good care of your customers? Imagine this scenario. Your sales prospect is about to convert, but instead… …
The customer relationship marketing definition isn’t absolutely clear from its name. A simple explanation is therefore in order before we proceed with its benefits and what strategies could be applied. Customer relationship marketing is a process in which businesses work to build strong relationships with their customers with the aim of earning customer loyalty. Various… …
Customers are the reason why every business exists. But what is meant by “customer expectations?” One could argue that the relationship is purely transactional. Your business sells something. The customer buys it. You deliver. Case closed. But is it really? Since all of us, no matter what line of business we are in, are customers… …
Building customer relationships can be easy when you’re serving a relatively small customer base. You may know your clients by name, and remember their preferences instantly. But as your business grows and you start serving a larger pool of clients, things become more complicated. Your customers still want to be recognised and valued, but there’s… …
Customer satisfaction, sometimes abbreviated as CSAT is a far deeper concept than it may seem on the surface. The definition is simple enough. Customer satisfaction relates to how satisfied your customers are with the goods or services you offer, the way they experienced customer service and the general efficiency of your company. But the customer… …
Never underestimate the importance of customer service skills. Whether interactions occur in person, over the phone, or in text formats, the customer service skills your employees demonstrate will have a huge influence on the way customers experience your company. If these skills are lacking, your customers will take a negative view of your business, even… …
How do customers form an opinion on your business and whether it’s worth supporting? They use their experiences when interacting with your business to shape their opinions. From the advert, website, or signage that first drew them to take a closer look at your firm, every step they take forms part of their experience. Having… …
You know that positive customer experiences increase your chances of repeat purchases and referrals – and you’d like to take steps to ensure that your customers have the best experience with your business. You’re wondering how to improve customer experience and get ahead of your competitors. Here’s what you need to know. Read our guide… …