68% of customers would rather be left alone when they walk into a shop rather than be asked ‘Can I help?’. Apparently, they see it as being ‘pushy’ – that’s according to a new survey by MoneySavingExpert.com. They asked 11,000 consumers whether a shop assistant saying “do you need help?” puts them off and this is...
“Pink Floyd would like to invite you to take part in a global playback event, to celebrate the 40th anniversary of their seminal album, “The Dark Side Of The Moon” on March 24, marking 40 years since the album’s original UK release date – join us in turning the moon dark on pinkfloyd.com.” That was...
Lots of businesses invest a lot of time, money and effort in getting customer feedback. I also think that lots of businesses waste lots of time, money and effort in getting customer feedback. Why? They ask the wrong questions, they ask lots of questions, but don’t actually listen, or they listen to the answers and...
UK customers are experiencing less problems than 5 years ago, but are complaining more! That’s according to a new report from The Institute Of Customer Service. which completely reinforces the research that we’ve compiled! Since January 2008, the percentage of customers who have experienced a problem when buying goods and services has dropped from 17% to...
Lots of businesses boast excellent customer service as a key ingredient of their ‘Dramatic Difference’ - When it works, can be a real diferentiator that creates significant competitive advantage. But how do they ‘Demonstrate‘ that excellent customer service to new and potential customers who have never had the ‘remarkable’ customer experience? Well, obviously, their sales people will tell you, their marketing materials will reinforce it and...
Giving feedback to The Boss can often be tricky, but not if it’s THE Boss! Bruce Springsteen is creating ‘Dialogue’ with his customers and asking them to let them know what they think of him! He’s invited fans to submit videos expressing their feelings about him for inclusion in a new film! “We encourage you to be...
49% of customers wanting help from a company’s customer service team contact them by email and 43% picked up the phone! That’s according to a new report commissioned by Rakuten’s Play.com, That might not be particularly revalatory, but what is, is the differences of approach to airing customer complaints by different age groups, and it’s...
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